ServiceNow Orchestration Reviews

Name: ServiceNow Orchestration
Brand: ServiceNow
Rating: 4.1 (16 reviews)

4.1 out of 5

16 reviews
92% willing to recommend

What is ServiceNow Orchestration?

ServiceNow is the fastest-growing enterprise cloud software company in the world above $1 billion (2018 revenue was $2.6 billion, up 36% year over year). We deliver digital workflows that create great experiences and unlock productivity to approximately 5,400 enterprise customers worldwide, including almost 75% of the Fortune 500.

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ServiceNow Orchestration is the #11 ranked solution in top Process Automation solutions. PeerSpot users give ServiceNow Orchestration an average rating of 8.2 out of 10. ServiceNow Orchestration is most commonly compared to Camunda: ServiceNow Orchestration vs Camunda. ServiceNow Orchestration is popular among the large enterprise segment, accounting for 69% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 21% of all views.

Buyer's Guide

ServiceNow Orchestration

March 2025

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Featured ServiceNow Orchestration reviews

Dinesh Kumar Raghu

Senior Software Engineer at NewRocket

In each upgrade, ServiceNow is enhancing its product across various areas. They continuously improve different aspects one by one, ensuring that their service evolves with the changing needs. However, frequent upgrades may negatively impact the performance of instances. Therefore, for now, I don't recommend any additional upgrades. The current version fulfills everyone's requirements, and ServiceNow automatically updates annually, keeping pace with industry standards. They've been performing well, so I see no need for further upgrades, especially considering their consistent updates.

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ShaheenKapery

Solutions Architect at Altron

It is a long setup. It was customized to our company's requirements. Bearing in mind that there is not just an IT team. You've got an IT team consisting of end-users, consulting, and user support sides. Install support, ServiceNow support, application support, and so on. What ServiceNow does is it's really good at getting the tickets to the right person. That's the power of it. There's no issue with it. But you need to set that up in advance. You need to know the structure and who is responsible for each task. The initial setup does take a long time, and the organization might face some issues. But once you've got that resolved, it's amazing.

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Sabyasachi Ghosh

Manager - Projects at Cognizant

We use the solution for incident management and auto-assigning tickets Usually, we have a team of 10 people to identify tickets and assign them to available employees. This process is now automated with the help of the solution. We do not need a thick client to access the tool. The product has a…

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ServiceNow Orchestration mindshare

As of March 2025, the mindshare of ServiceNow Orchestration in the Process Automation category stands at 3.9%, down from 4.3% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Process Automation

PeerAnalyst reports based on ServiceNow Orchestration reviews

Type	Title	Date
Category	Process Automation	Mar 28, 2025	Download
Product	Reviews, tips, and advice from real users	Mar 28, 2025	Download
Comparison	ServiceNow Orchestration vs Camunda	Mar 28, 2025	Download
Comparison	ServiceNow Orchestration vs Control-M	Mar 28, 2025	Download
Comparison	ServiceNow Orchestration vs Pega Platform	Mar 28, 2025	Download

Title	Rating	Mindshare	Recommending
Camunda	4.1	28.1%	89%	77 interviews Add to research
Control-M	4.4	4.5%	98%	120 interviews Add to research

Valuable Features

ServiceNow Orchestration offers valuable features like ease of use with drag-and-drop workflows, integration with Microsoft products, cloud service automation, and scalable, configurable interfaces. Its IT and business process support brings enterprise functionalities together, enhancing data visualization, service mapping, and AI ops. Users appreciate its stability and API integration, enabling seamless task automation and communication. The interface is user-friendly, contributing to fast implementation and competitive edge.

"Provisioning of new systems is among the most impactful features for automating complex workflows with ServiceNow Orchestration."
"It is a very stable product, highly affordable."
"It has competitive AI capabilities."

Room for Improvement

ServiceNow Orchestration requires enhancements in developer-friendliness, connector updates, integration options, and pricing. Technical support responsiveness and automation capabilities need improvement. Interface flexibility and user experience measurement could be better. Event monitoring and upgrade management require attention, while complexity in workflow and initial setup pose challenges. Automatic remediation, especially with third-party tool integration, is essential. Enhanced cost-effectiveness and offering bundled products could address concerns about their rigid structure and the slow pace of release updates.

"The third-party integrations are challenging when the tools are not from ServiceNow partners. This presents issues when integrating solutions from other vendors."
"It is a highly complex platform to work on."
"Frequent upgrades may negatively impact the performance of instances. Therefore, for now, I don't recommend any additional upgrades."

Pricing

Enterprise users find ServiceNow Orchestration to be a high-cost solution with complex pricing models. Costs vary based on modules, user count, plugins, and integrations. Licensing can be customized, but many feel the product is expensive due to required additional services like Discovery and service mapping. Discounts may be available based on scale, yet the need for negotiation and unclear cost indications can complicate budgeting. Despite high costs, it remains a leading choice in its field.

"Pricing is custom to every customer."
"It is not very expensive."
"The cost of the solution is based on the number of plugins, conductors and integrations used and is charged annually. The licensing cause has been increasing gradually which makes it difficult to access. Initially offer free features but over the time the charges rise which make it an expensive solution with limited features. Along with that, the integration issues persist and require additional middle where and internet connectivity for effective usage."

Popular Use Cases

Companies primarily use ServiceNow Orchestration for system integration and task automation. They integrate HR systems, Active Directory, and SAP for seamless employee onboarding and automate tasks in Azure, such as password resets. Managing enterprise resources, networks, and workflows, the platform supports auto-ticketing and resolution. Clients leverage it for incident management, user management, and implementing new projects. This comprehensive tool also facilitates HR and IT processes, but licensing costs can impact scalability.

Service and Support

ServiceNow Orchestration's customer service and support receive mixed feedback. While response times are generally good, resolving issues can be delayed due to time zones and location differences. There is praise for helpful support staff and quality training, yet some users find efficiency lacking at night and enhanced support needing improvement. Many find solutions via the knowledge base and forums, but repeating explanations during shifts is a noted inconvenience. Prioritization of issues helps streamline support.

Deployment

ServiceNow Orchestration setup's difficulty ranges from moderate to straightforward. Deployment time varies, with many citing several weeks. Preemptive support and guides are beneficial during upgrades. In some sectors like banking and healthcare, security concerns may cause delays. Some mention the setup being lengthy due to customization and organization needs. Orchestration is cloud-based, requiring awareness of different modules and environments. Training is not strictly necessary, and experienced teams find the process easier.

Scalability

ServiceNow Orchestration is described as highly scalable, appealing to both small to medium-sized companies and large enterprises. While it offers robust features and integration opportunities, the cost can be a concern for some users. Companies appreciate its ability to handle a variety of demands and workflows, making it a versatile choice. It effectively supports many users and integrates seamlessly with platforms like Microsoft Teams, highlighting its utility for different organizational roles and needs.

Stability

ServiceNow Orchestration is generally stable, though some users note issues with integration, slow processing, or unexpected outcomes. Stability ratings vary, often falling between eight to ten out of ten. Connectors and scripts could be more up-to-date, but extensive testing and patching help minimize disruptions. Users report smooth operations in different instances, although developers acknowledge the need for alignment between cloud and premise versions for optimal functionality. Most users experience no significant performance problems.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

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