ServiceNow Now Platform Reviews

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.

As a solution architect and developer working on service management and HR, many of my projects cover the development of modules for

• operations management,
  
• project management,
  
• finance management,
  
• resource management, 
• governance,
  
• risk and compliance,
  

and more, typically within the sphere of business management in general.

For me and my team, ServiceNow Now Platform has many capabilities that we  leverage to bring solutions to the problem statements in these areas, mainly according to agile methodology.

If we are required, for example, to extend an application to external or internal users of your company, we would use ServiceNow to help with this process. Specifically, in this case, we would use HRSD (HR Service Delivery) which interlinks all of your own employees, external users, and others. The CSM part of ServiceNow aids in linking all your business services that are being used by service providers and everyone else, and it enables you to derive your own organizational service management structure exactly as you want it.

ServiceNow also provides a powerful system that gives you ample information on what has broken and where, and offers plenty of solutions for fixing those things, particularly when it comes to orchestration, which really extends your capability for automation. You could say that it brings a sort of intelligence into your organization with its various features and functionalities. 

Having implemented ServiceNow Now Platform for many global clients with millions of users over the years, I have seen it in use across vendors, former resources, internal resources, external resources, and amongst these in many different ways and through many different applications.

Our standard deployment environment nowadays is via the cloud, and we don't keep anything on-premise. However, I have previously implemented ServiceNow Now Platform on-premises during the initial stages of working with ServiceNow in the banking sector where we deployed it on-premise, but they eventually never released it. This work mainly involved the ITSM and operations part of ServiceNow Now Platform.

We also utilize ServiceNow to help take care of cloud and asset management, such as when dealing with the licensing for Azure, Amazon Web Services, and so on. Then there's the work I've done with ServiceNow Security Operations, which involved using various SecOps modules for security incidents, etc., and which required integrations with tools such as Tanium, Splunk, and Azure Security Management. Here we used ServiceNow to generate the events, security incident alerts, and more, and currently we still have remediation tasks being completed in ServiceNow, where the risk assessment features and other solutions are in place to orchestrate everything.

The customer service management aspect of ServiceNow Now Platform lets you create your own custom organizational service management structure just the way you want it, while providing a troubleshooting system that helps you figure out what's broken and how to fix it with multiple possible solutions. ServiceNow's orchestration mechanisms also help to extend an organization's automation capabilities in such a way as to bring a real sort of intelligence to the table.

At this point, over and above what ServiceNow actually is, the key is that it's really nothing but a web service. Whether it's a form or anything, the best part is that you can easily leverage anything of ServiceNow for any application anywhere just by calling the REST endpoints and handling the request messages.

Let's say you want to onboard new users or customers, import new company details, or add any different type of data — with ServiceNow Now Platform, this becomes easy. As a concrete example, suppose you have some users on Active Directory, some on LDAP, and some on your own cloud, you can integrate all of these users and uniquely manage them with ease thanks to how mature ServiceNow is in terms of scalability and flexibility. 

Concerning the new features that they're releasing, it does feel as if something is missing in terms of customization options.

Something else I have noticed is that ServiceNow don't give you much support when it comes to implementing functionality that you have developed yourself.

That said, I think ServiceNow has become a major contender in this market and many other solutions are simply following in ServiceNow's wake. There are a lot of improvements happening all the time, and the way in which it has grown over a decade of development really tells its own story. Nowadays, it's a constantly-evolving centralized application that provides ample solutions for both businesses and developers.

One example of an area in which I have seen their improvements is in AI, which, after the past few years, is finally becoming mature and enabling better automation and intelligence at the end-users' side. 

I have been using ServiceNow Now Platform for about four or five years.

The stability is quite advanced and much improved these days. Previously, I saw that there were a few glitches or immature functionality being introduced, but right now it's being standardized according to the industry, particularly in areas such as AI automation. I believe they have improved a lot since they started.

ServiceNow Now Platform is really quite a scalable solution, whether you're talking about leveraging ServiceNow for other applications or onboarding new users, customers, companies, data, etc. You can do these things very easily, even when you're working with multiple disparate technologies such as AD, LDAP, or your own access control system in the cloud, and all of this is handled in a mature, reliable manner.

Having been in a team where many of us have experience with ServiceNow for 10+ years, I have seen how it has grown and evolved into the scalable platform that it is now. Through all the implementations I've done for different global clients, I've seen millions of users using it successfully.

There are sometimes instances where you need the support for whatever reason. In general, I would give them a four out of five rating.

Positive

The initial setup is easy. Let's suppose you already know what you have to keep where, after that it's such a simple process that any average Joe who knows how to initiate his own service management can easily update the information and get working on it. It's not a big deal, and the installation gives you everything you need to get started with a guided setup such that anyone can quickly jump in and initiate ServiceNow. The way it is developed means that it's quite effortless for users to onboard themselves quickly and easily, simply by adding the required information.

As for the actual deployment, it's a matter of how you plan it. There are many implementations that start out according to the greenfield process. By greenfield, I mean arranging your environment from scratch and then introducing your company details, group details, UTI, and so on. Once that is achieved, you can easily add any other applications you want. And, of course, the internal modules such as discovery can be brought into your organizational scheme with even further ease.

ServiceNow is not open source, so there is a license you must pay. As for how much it costs, what I have observed is that it often depends on your subscriptions. Suppose that you go with some subscriptions such as IDSM or any type of package like it, then the license cost will be impacted accordingly. Similarly, the cost is also adjusted based on your headcount of how many users will be using it.

Compared to other contenders who give you the cheapest in the market, you will find a huge difference when it comes to ServiceNow and its subscriptions. However, I would definitely say it is worth the money.

My advice to others who are looking to get started with ServiceNow Now Platform is to reach out to your implementation partners, because they will have the experience and solutions required to help you get where you want to be with this product. ServiceNow is a vast application, but thankfully there are a variety of different solutions that can be easily adopted and managed according to your particular organizational structure.

I would rate ServiceNow Now Platform a ten out of ten.

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.

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.

We utilize the Now Platform for ITSM-related modules such as incident management, problem management, CMDB, and HAM. These modules are typically deployed at the majority of our customer locations. Customers generally view the Now Platform from an IT infrastructure management perspective. A few of our telecom customers have also extended their platform use. Telecom companies use the CSM module to manage customer-related incidents and queries.

The base features are good. ServiceNow is introducing AI and AIOps capabilities. The CMDB is robust, with a strong data model and well-structured data.

It is flexible and has a robust SaaS model. However, the licensing model may need reconsideration. Due to its SaaS nature, many customers are interested in adopting it, but the cost is relatively high. Tier-one providers might be able to afford it, but tier-two and tier-three customers may find it very high. Therefore, the pricing should be more flexible, with different pricing for different geographies and types of customers.

It would be great if the ServiceNow Now Platform supported satellite technologies in its telecom models and integrated with tools like OpenAI, LLaMA, or any Google AI platforms such as Vertex AI or Bard.

The ITSM modules are highly effective. However, when it comes to telecom modules, we often face challenges in obtaining suitable software solutions.

I have been using ServiceNow Now Platform as a reseller for five years.

I rate the solution’s stability a seven or eight out of ten.

The solution scales very well.

I rate the solution’s scalability an eight out of ten.

Since spinning up an instance on the ServiceNow Now Platform is very easy, we can quickly get it up and running.

The license model is not flexible for small clients. It is generally more suitable for large enterprises and, to some extent, for mid-sized organizations. However, it may be less affordable for smaller or tier-three companies.

The workflow engine is highly flexible and can be utilized in various ways. However, ServiceNow still needs to mature when it comes to industry-specific solutions. For example, we look at different products in the telecom industry, specifically telco-grade products. ServiceNow has recently ventured into this area, but the modules available are fewer than those of similar products in the industry.

ServiceNow has its own robust set of proprietary APIs, but the telecom industry has advocated for adopting TM Forum Open APIs. Currently, only a few of these Open APIs are supported. However, the specifications and the product need to mature. It's an ongoing process.

While we use the SaaS model, some customers choose the on-premises model due to regulatory constraints requiring their data to remain within their country. However, opting for an on-premises model may not provide all the benefits of SaaS, as it often involves significant hardware and infrastructure requirements. It ensures security by keeping data within the country, and it provides robust functionalities within its SaaS modules.

Generally, ServiceNow is often compared with Remedy. While Remedy started with a strong foundation, its more rigid models and limited scalability across different domains may have given ServiceNow an advantage in adaptability and growth.

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

We are using this product for global IT support, specifically the IT infrastructure application and IP service development for end users as well as the ITSM, ITOM modules, and SAM. We are customers of ServiceNow. 

ITOM Discovery is great in the sense of the entire ServiceNow platform, as well as the ITSM and ITOM modules.

The UI is very bad and needs to be updated. It would be helpful if there was access to the backend with low code or no code features. ServiceNow is a bit rigid with customization of the tool heavily dependent upon JavaScript. They need to keep pace with the market by being low code or no code with regards to customization and development so that it becomes more scalable and more users can adapt and adopt ServiceNow to their existing business processes more efficiently.

I've been using this solution for nine years. 

The solution is stable. 

The solution is scalable; we have close to 225 licensed users and close to 11,000 end users.

We've used the customer support many times and they are okay but there could definitely be some improvement. 

Neutral

The initial setup is easy with most things being out of the box. Deployment took us two weeks.

Because of the high cost of this product, you don't always see an ROI. You need to gain value from the tool, which requires an understanding of how the tool can help you. There are a lot of aspects that can be enhanced to gain value, but as an IT organization, it might help you more by selling that to your customers. As a business, buying Servicenow for your internal IT, might not make sense unless you're a large organization able to play with the volume.

Licensing costs range between 49 and 59 GBP per user per month for a resolver license. It's possible to get a cheaper deal based on the relationship you have with the resellers. It's quite expensive when compared with tools such as Remedy, Jira, or ManageEngine. A resolver license requires the purchase of additional extras. There's also a SNOW-based discovery license, SNOW-based SAM license, that requires a separate approval license. It's complicated. 

This is a leading product in the market with all the features. It's important to understand your business requirements and how the ServiceNow Platform will sit in a particular solution portfolio because it's an expensive product. The returns should be worth the cost. A price can't be put on everything but there should be some value added to customers. Not every company is an IT giant with 100,000 employees. The ROI should be there, even for small or medium-scale organizations. That is not the case currently. Other solutions are catching up to ServiceNow and they need to pick up their game. As a result, I rate this product seven out of 10. 

My use case for the ServiceNow Now Platform is developing applications within TB.

The ServiceNow Now Platform improved the way my organization functioned.

What I like most about the ServiceNow Now Platform is the flexibility of using JavaScript. I also like that the platform allows custom scripting, server-side scripting, and client-side scripting.

Another valuable feature in the ServiceNow Now Platform is the Flow Designer which allows dragging and dropping code, and low code activities.

What I didn't like in the ServiceNow Now Platform is testing, particularly with Visual Studio. It had a bad integration with Visual Studio because you can't compile and run it from there. You have to debug on your own and then find out where the error is through test scripts. The testing component in the ServiceNow Now Platform isn't that great.

What I'd like to see in the next version of the ServiceNow Now Platform is an improvement in testing and writing scripts, and if there was a feature to just run it from the modules, then that would be great, instead of finding the error manually and checking where it is.

My experience with the ServiceNow Now Platform was one and a half years.

I found the ServiceNow Now Platform to be very stable, with no performance issues.

The ServiceNow Now Platform is very scalable. I didn't experience any lag or any issues when scaling it.

I didn't get a chance to engage with the technical support for the ServiceNow Now Platform.

We used Microsoft Power Apps before we switched to the ServiceNow Now Platform. We found the design of Microsoft Power Apps to be non-scalable and non-performing. The performance was very bad on Microsoft Power Apps, so we moved to the ServiceNow Now Platform.

The initial setup for the ServiceNow Now Platform was straightforward. It took one to two months to fully deploy the platform.

We did the deployment for the ServiceNow Now Platform in-house.

I haven't seen ROI from the ServiceNow Now Platform.

From what I heard, the license for the ServiceNow Now Platform is paid monthly, and on a scale of one to five, I'm rating it a three in terms of pricing, so it's on the cheaper side. I don't know of any additional costs associated with the ServiceNow Now Platform, apart from the standard licensing fees.

I've used the ServiceNow Now Platform in the past twelve months.

My company had around three hundred end users on the ServiceNow Now Platform. Five people took care of the deployment and maintenance of the platform.

I have no idea about plans to increase the usage of the ServiceNow Now Platform because another team handles that.

My advice to anyone looking to implement the ServiceNow Now Platform is that if your use case is workflow-based, then it would be good for you to use the platform to implement your use case. The ServiceNow Now Platform is also very customizable, scalable, and performance-wise, it's very good.

My rating for the ServiceNow Now Platform is eight out of ten.

I'm a customer of ServiceNow.

We use the product to deliver end-user support for our customers.

The product's most advantageous feature is platform innovation. They enhance the tool every half a year. It integrates well with other platforms. Additionally, it has valuable optimization and CMDB features. It has efficient knowledge and is a powerful tool in the market.

ServiceNow Now Platform's automation process needs improvement. There could be AI features to resolve issues and raise ticket requests for incidents. It will help us deliver quick solutions for end users or customers.

We have been using ServiceNow Now Platform for three years. At present, we use the latest version.

I rate the product's stability a nine out of ten.

We are managing work for 50 ServiceNow Now Platform customers. I rate the scalability an eight out of ten.

We have two levels of technical support, directly from ServiceNow and through a service partner. We recently started working with a new support partner; the work is going well.

Neutral

We use SAP Solution Manager. Some of our customers also use Jira and other products.

We deploy the product on ServiceNow cloud. The initial setup is not easy and includes a lot of integrations. It takes up to one year to complete. It requires six to seven engineers to execute the process.

We implement the product with the help of third-party service providers.

There are extra expenses for maintaining the product apart from the licenses.

I recommend ServiceNow Now Platform an eight out of ten. It is expensive, and it is complicated to integrate with other platforms.