ServiceNow Now Platform Reviews

The ServiceNow Now Platform is a single platform used by various teams, harmonizing the ways of working across different teams.

The ServiceNow Now Platform is powerful because it allows for seamless integration and sharing of common features. I can access various features from a single point, enhancing efficiency and usability. Its capability to integrate different user features while maintaining full integration is a significant strength of the platform.

ServiceNow has evolved beyond just a service desk. They offer configurable workflows that are applicable to multiple parts of the business, putting them closer to something like Salesforce Lightning, where many custom solutions can be built. 

We use it for workflow management within certain business functions, and some customers use it across their operations and engineering lifecycles. It's a pretty good tool.

ServiceNow Now Platform improved our incident response times. Earlier, the service desk team would catch and dispatch incidents from ServiceNow to various resolver groups.

We needed a lot of follow-up outside the platform to get issues resolved. With customizable workflows for different business functions, we track incidents entirely on the Now Platform (assuming workflows are well configured). 

This leads to a 25-35% improvement in process flow. Plus, having multiple departments on the platform gives us a single view of where we need to optimize.

The primary engagements I have been working on with ServiceNow are for their internal incident management and change management. Additionally, I have worked on ServiceNow for their HR systems and procurement processes, managing requests between departments or different entities for procurement-related requests, and also handling internal HR functions such as onboarding of employees, benefit plans, and mentorship programs using the HR module on ServiceNow.

There have been significant improvements in operational efficiency with ServiceNow. Every two years, they release new updates that bring major upgrades to the platform. For example, a server provisioning process that previously took five days has been reduced to one and a half days with the help of IT operations management and request management integration, leading to effective time reduction.

We use the solution for work management and support. Depending on the problem, I use it for ticket management, lodging, or resolving internet requests. We use it mostly internally. There's not much integration at this point. We did a proof of concept for the business on the integration with Azure DevOps for release management. Most of the management is done through Azure DevOps. The incidents and bugs are logged in ServiceNow and then transferred across.

The solution provides us with a single platform where we can put together a lot of linked requests, incidents, and bugs in a single spot. Before, we had a few different tools to manage it. All the new features for the integration into Azure DevOps are helpful. The integration with other tools is pretty good. We have a ServiceNow team. We send our requests to them. The internal integration process is not very difficult. Most requests for any changes or customizations to ServiceNow are completed quite quickly.

We have paperless warehouses. We're running many processes that are automated on that. We also have master data management processes, which are more like approval workflows. We are exploring the tool for our finance shared services processes, especially on the payment side, but we have not yet begun the journey on that. The HR processes are not on the ServiceNow Now Platform. We have a separate platform for that.

The solution is a seamless tool that can integrate with all applications.

I use the solution in my company to handle ticketing for each of our departments with different workgroups.

The IT service desk handles a specific workgroup and tries to resolve the issues of such a workgroup considering the SLAs or based on the priority level defined in the ticket raised by the user. The IT service desk handles a specific workgroup and tries to resolve the issues of such a workgroup considering the SLAs or based on the priority level defined in the ticket raised by the user. ServiceNow Now Platform's main purpose is to resolve all the issues within a given timeline.

The overall functions and features that the tool offers are valuable. I like the fact that the software is easy to use, and users can navigate or upgrade the software if some enhancements are required. Users can quickly learn the software and adapt to the new changes or enhancements in the software. The tool is generally easy to use, making it a very user-friendly product.

I have used ServiceNow Now Platform across different organizations I have worked for to cater to areas like IT service management, HR service delivery, and procurement services. Yeah. ServiceNow Now Platform is a very vast platform with multiple use cases.

I would like to see the product of more integration capabilities.

There are a few areas of concern when it comes to the product's support team where improvements are required. In my opinion, the product's support team is not one of the best.