ServiceNow Reviews

Name: ServiceNow
Brand: ServiceNow
Rating: 4.2 (214 reviews)

Vendor: ServiceNow

4.2 out of 5

214 reviews
91% willing to recommend

4,918 followers

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What is ServiceNow?

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

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ServiceNow is the #1 ranked solution in top Help Desk Software, #1 ranked solution in top IT Asset Management solutions, #1 ranked solution in top IT Service Management (ITSM) solutions, #1 ranked solution in top No-Code Development Platforms, and #2 ranked solution in top Rapid Application Development Software. PeerSpot users give ServiceNow an average rating of 8.4 out of 10. Based on the analysis of the 214 most recent ServiceNow reviews, the overall sentiment is positive, with a sentiment score of 6.9. ServiceNow is most commonly compared to JIRA Service Management: ServiceNow vs JIRA Service Management. ServiceNow is popular among the large enterprise segment, accounting for 53% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 26% of all views.

Helped 823,795 peers since 2012

Featured reviews

Fabio QUINTANILHA

IT4IT Manager at L'Oreal

As much as possible, we use the out-of-the-box features. We do very few customizations. We follow the schedule to refresh the versions when they come up. As an end-user, I am not happy with the scalability. We have to wait a long time to buy more capacity. It is not an issue with the tool. Our team must manage it better. ServiceNow is a powerful tool. As long as we have enough users, it works. Overall, I rate the tool an eight out of ten.

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Andrii Dobrovolskyi

Chief Technology Officer at Dominos Pizza

I would rate my experience with the initial setup a six out of ten, with ten being easy. Not super easy, but not super difficult either. Overall, deployment took us a few days. It's still ongoing as we integrate with internal systems, but the core setup was quick. It directly connects to our main database for authorization and asset storage. It's also part of our ERP system and connects to various management systems. We have a lot of systems that connect to ServiceNow.

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Arvind Mehrotra

Managing partner at AmPmilify Associates LLP

The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models. ServiceNow has been deployed in both on-premises and cloud environments. However, the cost of using ServiceNow, especially for IT Operations Management is high. This expense has led customers to explore alternatives such as Freshdesk or other products in the market.

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ServiceNow mindshare

Product category:

As of December 2024, the mindshare of ServiceNow in the IT Service Management (ITSM) category stands at 26.0%, down from 27.2% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM)

PeerAnalyst reports

Type	Title	Date
Category	IT Service Management (ITSM)	Dec 17, 2024	Download
Product	Reviews, tips, and advice from real users	Dec 17, 2024	Download
Comparison	ServiceNow vs JIRA Service Management	Dec 17, 2024	Download
Comparison	ServiceNow vs ManageEngine ServiceDesk Plus	Dec 17, 2024	Download
Comparison	ServiceNow vs BMC Helix ITSM	Dec 17, 2024	Download

Title	Rating	Mindshare	Recommending
JIRA Service Management	4.1	11.7%	93%	81 interviews Add to research
NinjaOne	4.0	3.4%	93%	16 interviews Add to research

Valuable Features

ServiceNow's most valuable features include its high flexibility for customization, ability to streamline processes, powerful configuration management database (CMDB), advanced automation capabilities, robust integration options, and the ease of use across multiple platforms. Its versatile workflow management and extensive reporting tools enhance productivity and facilitate effective IT service management, accommodating diverse business needs with a single unified platform.

"Consolidating multiple functionalities into a single platform reduces the need to invest in various separate solutions. ServiceNow integrates ITSM, CMDB, Discovery modules, and more into one cohesive system."
"The solution has a user-friendly interface."
"In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier."

Room for Improvement

ServiceNow faces multiple challenges including complex licensing models and pricey offerings, making user adoption difficult. Its UI is often criticized for being unintuitive and cumbersome. Performance analytics need enhancement as many struggle with reporting capabilities. Users experience difficulties with configuration, integrations, and customization. Developers face limitations due to insufficient documentation and non-documented APIs. Despite its extensive features, users often find the platform costly and hard to navigate, requiring better support and transparency.

"ServiceNow might need to improve its capabilities to integrate with third-party tools."
"I would like to see a mobile version of ServiceNow."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."

ROI

ServiceNow often leads to positive ROI through improved efficiency and time savings. Many users note increased efficiency and a faster process for reporting, task assignments, and deployments. Although some face challenges with adoption and initial investment costs, automation and integration with other tools deliver long-term benefits. Users appreciate streamlined project management and enhanced coordination among various teams. While not all specifically calculate ROI, many observe significant improvements in performance and reduced costs over time.

Pricing

ServiceNow pricing is perceived as high, with a complex licensing model that varies significantly based on negotiation skills. Many find costs higher than competitors, making it challenging for smaller businesses. Licensing is based on fulfillers, not end-users, allowing unlimited service to end-users without extra costs. Some organizations manage to negotiate discounts or extra complimentary licenses, but overall, users must be prepared to invest significantly, particularly for advanced modules and customizations.

"The solution is expensive."
"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."
"ServiceNow's pricing is comparatively higher than Helix's."

Popular Use Cases

Organizations use ServiceNow primarily for IT Service Management, covering incident, change, and problem management. It also supports service desk operations, asset management, and HR Case Management. Many integrate ServiceNow for workflow automation, project and request management, and IT Asset Management. ServiceNow is utilized for compliance, business applications, operational dashboards, and reporting. Users employ it for helpdesk functions, security issues, configuration management, and enhancing IT services efficiency. It serves as a comprehensive tool for diverse business needs.

Service and Support

Many users find ServiceNow's customer service helpful and rapid, with ratings often around 8/10, though experiences vary. Despite a responsive and knowledgeable technical support team, some encounter inconsistencies and prolonged issue resolutions. Users praise the extensive resources available, such as community forums and documentation, aiding problem-solving. Advanced queries may require additional assistance, and customization support is sometimes limited. While most are satisfied, there is recognition of areas for improvement in promptness and personalized guidance.

Deployment

Many users found ServiceNow's initial setup straightforward, especially with an experienced team or implementation partner. Challenges often arose with complex customizations or aligning business processes. Training and clear planning were key, while setups with fewer customizations tended to be simpler. Organizations reported varying timelines, with implementation extending if heavy customization was pursued. Users also noted the necessity of understanding ITIL principles to smoothen the setup process.

Scalability

ServiceNow demonstrates robust scalability. Most users report smooth scaling without issues, although some emphasize the importance of adhering to best practices. Larger organizations successfully expand usage across global regions and multiple users, while others highlight the advantage of cloud integration. Performance concerns occasionally arise with rapid growth, prompting infrastructure changes, but these are generally resolved with assistance. Proper architectural decisions and standardization aid in maintaining consistency and functionality across deployments. Scalability ratings are typically high.

Stability

ServiceNow demonstrates high stability with minimal downtime or outages. Many users report no issues, praising its reliability and continuous availability. Any occasional slowness or problems often relate to network issues or customizations on the user side. ServiceNow support is responsive when handling any incidents. There might be minor bugs or latency, but its cloud nature ensures robust performance. Most users rate its stability highly, appreciating its resilience and uptime.

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

Download our ServiceNow Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Educational Organization

26%

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

Government

Healthcare Company

Energy/Utilities Company

Retailer

Insurance Company

University

Real Estate/Law Firm

Comms Service Provider

Construction Company

Media Company

Non Profit

Legal Firm

Wholesaler/Distributor

Transportation Company

Hospitality Company

Outsourcing Company

Pharma/Biotech Company

Consumer Goods Company

Performing Arts

Logistics Company

Recreational Facilities/Services Company

Aerospace/Defense Firm

Compare ServiceNow with alternative products

Learn more about ServiceNow

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

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ServiceNow customers

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow