ServiceNow Now Platform Reviews

I am only strong on the incident side and the core services from ServiceNow, like the SPM module incident, RCA, and change management. With ServiceNow, I am familiar with its incident platform, change management platform, ITSM, CMDB, SPM module, and back-end integration with other security applications. I have also used ServiceNow's ITOM, ITSM, and ITAM tools.

ServiceNow Now Platform is basically for incident management, involving ticketing and cash management.

The incident has severity and risk, which complements ServiceNow's SIR or the security module. The incident also has an escalation path or escalation module. The incident is also a way to capture configuration items for change management. If somebody makes a mistake in making a change, the configuration item of the asset will expose that, and then you can see the life cycle through the tool's ITSM module about a product getting patched twelve times a year. A Microsoft laptop or a Microsoft OS, like Windows, would get patches twelve times a year just for the OS, but with the application, you get a hundred times plus, and so you can see the life cycle of a machine getting treatments and attention, after which you can calculate the ROI. You can calculate it by taking into account a lot of manpower to keep up with the volume you have in your company. The tool offers powerful KPIs.

ServiceNow Now Platform has one thing that no other tool offers, which is the dataset, specifically the management of the dataset. You only need to do data entry once, which can be used across all modules. That is the tool's power over everything else in the world. No one else has an ecosystem that is that powerful, and that is why ServiceNow is in the top chart of the Fortune 500 list because of its overall abilities. The marketplace for integrating the datasets with other tools is pretty outstanding.

The product's UI is ugly, making it an area where improvements are required. Even though a lot of people may say that the UI part is all about practicality, I feel that it needs to be improved in the tool.

I have been using ServiceNow Now Platform for two years.

I have had good interactions with the solution's technical support, but I don't interact with them regarding the tool.

My company has been using Asana for the past three months.

The product's initial setup phase is complex. It matches the complexity as per the company's needs. The tool doesn't really have a custom-built based on a persona or on industrial needs. The tool has just been put out there like a plastic bag you get from a grocery store. It is not custom to carry a specific thing. The tool has just everything.

The solution is deployed on the SaaS model.

I rate the tool a ten out of ten.

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 ability to create custom workflows is the best part. Other platforms like Microsoft Power Platform have similar features, but ServiceNow's focus on service management means we can reuse standardized components. That's a significant advantage.

We leverage other technologies on top of the Now Platform to handle the AI components. For example, we integrate Azure OpenAI and AWS AI to build an additional layer on top of ServiceNow.

The integration feature has simplified our multi-tool ecosystem. The inbuilt integrations significantly improve our solution delivery timelines. Also, standardized adapters and integration adapters reduce failure rates due to compatibility. This boosts productivity and eases maintenance.

Currently, it's very technologically complex and requires IT specialists to fully understand the platform's potential. The user experience and usage perspective should be simplified for wider adoption, especially in smaller organizations.

So, simplifying the user interface for both users and administrators is key. It is not very intuitive.

In my experience, learning the tool takes months. Even then, it often requires a few years of on-the-job experience before users become fully comfortable. Newer tools on the market address the complexity issue ServiceNow faces, as its legacy base can be a limitation.

Also, pricing can be a barrier for smaller organizations. With the rapid advancements in cloud-based technologies, particularly generative AI, ServiceNow may need to revisit its pricing to stay competitive.

I have used it on and off for about four or five years but more consistently for the past seven. I've been both a user and a leader who provides services using ServiceNow to other enterprises. 

I would rate the stability a nine out of ten. It is pretty stable. 

I would rate the scalability an eight out of ten. So far, scalability has supported our business growth.

The templates and workflows have really helped, allowing us to scale quickly. Even when we have to configure some things, it's manageable.

We are a larger enterprise, so we've got around 8,000 to 10,000 users. Then there's our admin team of roughly 100 and 150 people doing customer support. 

We also offer Now Platform as a service to other customers. we have around 10,000 to 15,000 people providing customer services to other customers on the Now Platform.

ServiceNow Now Platform scaled pretty rapidly, but with the number of customers it handle and certain complex aspects, it can take many weeks to optimally resolve a problem due to communication challenges between teams.

The main thing with most legacy software is that it's built for a specific purpose. Now, Platform was originally incident management software, and it's been scaled into other areas, such as IT service management. 

The user interfaces and modules are still similar across functions. Simplifying the user interfaces and reducing complexity – maybe better UX/UI – could be helpful.

Neutral

I would rate my experience with the initial setup a seven out of ten, with ten being easy for this product. 

Large enterprises prefer it within a private controlled instance. Various smaller enterprises are okay with a cloud instance. As controls improve and more people move towards the cloud, that's becoming the more typical deployment method.

The deployment time depends on the complexity of the use cases, processes, departments, and the size of the enterprise. It can range from a few weeks to a few months.

We have seen good ROI. We're a larger-scale company offering Now Platform as a service, so it's given us ROI over the years. 

However, with newer technologies and solutions emerging, especially with generative AI transforming service management, we're also evaluating other options.

I would rate the pricing an eight out of ten, with ten being very expensive solution. 

There are other solutions in the market that might be better suited for simpler use cases.

ServiceNow Now Platform is the preferred tool for most companies, although Freshdesk is gaining ground due to cost advantages.

I would recommend understanding the business requirements clearly. It's best to optimally configure the platform optimally and use only the features they need. This can help align the price with the requirements.

Overall, I would rate the solution a seven out of ten because there are many new-gen solutions that are coming, which are very agile and quite easy to configure now.

I use the solution in my company for ticket management.

The most valuable features of the solution are that it is highly configurable and compatible with other endpoints, so it is easy to review.

Regarding my favorite features of the solution, I would say that my company has taken the base ServiceNow and customized it a lot. I was not part of the development team, but as an endpoint's end user, I have used it. If you ask me about my favorite features, some features came in after our developer team developed them, so we use them as a SOAR tool. We are using ServiceNow as an orchestration platform where, if you take a security alert, all the artifacts that we collect will be enriched with the ServiceNow Now Platform.

The number of API calls processed by the tool, specifically when the API calls increase, will cause a lot of load on the platform, and it tends to not work very efficiently.

I have been using ServiceNow Now Platform for two years. I am an end-user of the tool.

It is a very stable solution.

When more API calls are being made from ServiceNow Now Platform, the tool becomes overburdened, and the results are not very fast.

My company's development team takes care of the product, but I think the product's support is also good. I rate the technical support an eight or nine out of ten.

Positive

In the past, we had an in-house developed application, but we moved to ServiceNow Now Platform.

The product's initial setup phase was easy.

The time needed to deploy the tool depends on the infra and your familiarity with the product. It is a relatively easy process.

Around two to three people are required to deploy the tool.

The tool is easy to configure.

The tool's automation capabilities are easy to manage.

I have never faced any issues with the maintenance. I don't think we need one dedicated resource, but we need something as a backup.

The integration is also good. I won't say it is excellent, but I won't even say it is bad either. It all depends upon the other products, but it is normally good. Whether the integration can be better is something that depends on different things. When we want to integrate with different products, we have faced challenges because when you say integration, it comes from both ServiceNow and the other product. With a few applications, we had challenges, and they varied from product to product, but the coordination part had some issues.

I don't think it has any AI capability.

It would be good to see some AI features in the tool if some AI features come in ServiceNow Now Platform. On top of that, we are using our company security alert and coordination. If AI is integrated with security alert and coordination, then the tool would be able to do correlation based on the past alerts and give some meaningful threat modeling. definitely, AI would give a lot of help here.

I rate the tool an eight out of ten.

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.

I have been using ServiceNow Now Platform for five years.

It is a stable solution.

It is a scalable solution.

More than 50,000 people in my company use the product.

I have experience with the solution's technical support.

The product's initial setup phase was straightforward.

My company has standard DevOps processes in place that we use to move updates from the development to the testing phase and from the testing process to production.

The price of the product falls on the higher side of the spectrum.

Speaking about how my company uses the ServiceNow Now Platform to automate IT and customer service workflows, I would say that we have several flows that are automated with the help of the product.

ServiceNow Now Platform has improved workflow efficiency in areas like ITSM, HRSD, and procurement.

My company uses the integration capabilities offered by the product, but it's more able to connect the platform with other enterprise service systems.

The product offers all the possible integrations, as the tool provides an integration hub that is enabled in what is called spokes. I have no complaints about the integration capabilities offered by the product.

I rate the product's interface and customization options a seven out of ten.

I recommend the product to those who plan to use it.

The scalability of the product has impacted our organization's growth capacity and ability to adapt to change, considering that the tool is fairly scalable.

I rate the overall product a seven out of ten.

Since ServiceNow Now Platform is a no-code low-code platform, we are using it to build solutions around life sciences, especially in the regulatory field. We use the tool as a process orchestration engine.

The most valuable feature of the ServiceNow Now Platform is the workspaces feature, which allows you to create customized workspaces. The solution's form-filling feature is also good.

The solution’s AI and NLP features could be improved. The solution's pricing needs to be more competitive, and the tool needs to do a lot of work incorporating more AI features.

The solution should include custom search and document creation features.

I don't see any problem with the solution's scalability.

The solution has more process orchestration features than automation features. The tool does have some NLP features, but they aren't as evolved as we would want them to be. It is not difficult to integrate the solution with other tools. We chose the solution because it had a high analyst rating when we evaluated it.

The solution has helped improve our efficiency by around 30% to 35%. The front end is fairly neat, configurable, and customizable for each user. It is not difficult to configure or deploy the solution. We are not informed beforehand when there is downtime, which creates a problem. The solution can adapt to the changes in our business needs.

I would recommend the solution to other users.

Overall, I rate the solution a seven out of ten.

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.

The UI is not intuitive. It was updated recently, and it has been completely flipped. Some menus are hidden within dropdowns. It was much easier to access before. The recent update has not improved the user experience. The learning curve is high.

I have been using the solution for seven or eight years.

The tool is pretty stable. I rate the stability ten out of ten. I have not seen an outage on our setups.

We are an enterprise.

The support persons were quick to reply. We found a resolution for our problem, and they argued about it. Eventually, they accepted it, but it took a bit of back and forth. They did not want to do anything.

Neutral

The simplicity of Azure DevOps in its release management and work item tracking is better than that of ServiceNow. ServiceNow has a lot of configurations available, but they're missing some key ones in reporting. It was a lot easier in DevOps. ServiceNow Now Platform is a very flexible tool. The customizations are very flexible. However, we need a deep understanding of how they work to leverage them. Overall, I rate the tool a nine out of ten.

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 think there are no areas where improvements are required in the solution since it works fine and the tool is quite fast.

Presently, since the product is going through a phase of upgrading, I feel that the solution's user interface is an area with certain shortcomings, where improvements are required. When users navigate through the first page of the solution, the tool shows the dashboard, and if there is some error in there, I am not sure how to deal with it in the current version of the solution, especially after the major upgrade of the solution that which happened last year after which the features were made to look totally different from the product's previous version. When I try to search for the things I used to use in the previous version of the solution, it takes a long time, so the user interface needs to be made better.

I have been using ServiceNow Now Platform for ten years. I am a user of the solution.

Stability-wise, I rate the solution a nine out of ten.

Scalability-wise, I rate the solution an eight out of ten.

Though I am not very sure, I feel that around 10,000 employees in my company use the solution.

I rate the technical support a nine out of ten.

Positive

I rate the product's initial setup phase a seven on a one to ten scale, where ten means an easy setup phase.

The solution is deployed on an on-premises model.

Price is an area that is not really visible to the user of the solution as we have a different department in our company that manages the licensing of the product. I am not aware about the price of the solution for each user.

I would recommend those who plan to use the solution to go for an online training session, learn how to use ServiceNow Now Platform, and get familiar with its features.

I rate the overall tool a ten out of ten.

I use ServiceNow Now Platform in my company as it is a tremendous product, and in our organization, we refer to it as a platform of platforms because it offers a lot of offerings in a single platform. It covers ITSM, ITOM, and ITIL. The tool also provides strategic portfolio management modules that help organizations use it as an agile project management tool and enterprise architecture tool, making it a very easy product to use. It is a single platform that provides multi-purpose offerings that help organizations see their entire landscape and GRC.

The most valuable features of the solution are ITBM, ITSM, and ITOM. The organization of the data is very powerful, as ServiceNow Now Platform uses CSDM. On a single data source, you can see all the things. The product's UI is very powerful, making it a very user-friendly platform. Once you are familiar with the tool, it's easy to get data. The most powerful components of ServiceNow are its reporting and dashboard features, as they help generate reports. The tool is simple to use and easy to schedule, generate, and share reports with multiple users in the organization with its good notification system. ServiceNow is a wonderful platform like Salesforce. ServiceNow is a very powerful and user-friendly platform.

Improvements are something that already exists on ServiceNow Now Platform's radar. ServiceNow Now Platform wants AI embedded in the product to make it more powerful. Generative AI that will be a part of ServiceNow Now Platform is an area of concern where improvements are required.

I have been using ServiceNow Now Platform for six years. My company has a partnership with ServiceNow.

In the last six years, I have hardly seen ServiceNow Now Platform down one or two times in the production environment for a period of two, three minutes, or five minutes. In general, the solution's uptime is very high, while downtime is very low. My company does see some performance issues in the product, but it never goes down. The product provides 99 percent uptime.

It is an absolutely scalable solution.

Right now, with the help of the solution, a user can use more than 50,00,000 records without any trouble.

In my company, I am a part of the team that takes care of Technical resources, but sometimes, we need to reach out to ServiceNow's technical team for L4 support. My company raises high-priority tickets with ServiceNow's technical team, which is an easy process.

ServiceNow's technical team is prompt to respond, knowledgeable, and speaks in a very good tone. Specifically, the knowledge possessed by ServiceNow's technical team is wonderful.

I rate the technical support a ten out of ten.

Positive

I have experience with Jira and BMC Remedy ITSM. It was my company and not me who chose ServiceNow Now Platform.

The product's initial setup phase was a very straightforward process. My company didn't have to take care of any technical parts since it's a cloud platform. ServiceNow takes care of the product's infrastructure and everything else if users subscribe to such facilities. If you want to purchase some offerings in ServiceNow, you need to take care of the subscription part to be able to use them. Users can do their custom developments in the product. If I work for one of my company's customers who wants to do some customized development in ServiceNow Now Platform, then it can be easily done as it's a low-code platform.

I don't have much exposure to the costs attached to the solution. I rate the product's price a six on a scale of one to ten, where one is the lowest price, and ten is the highest price since it is a costly tool.

I recommend ServiceNow Now Platform to those who plan to use it so that they can leverage its powerful features. A user of the tool can ensure that ServiceNow Now Platform benefits the organization and adds more value at an enterprise-level scale. Though ServiceNow Now Platform is a costly platform, I can sense that it can add a lot of value as an enterprise-level product.

I gained from the product's usage in terms of how easy it is to use, while the data insight it provides is very powerful. As it is a cloud platform, I didn't have to worry about multiple aspects of the platform, like security and downtime. With the solution, I need to look at my data, operations, and processes so that the data helps me achieve my objective.

I rate the overall tool a nine out of ten.