ServiceNow Orchestration Reviews

I'm currently a consulting partner for an organization, and I manage multiple customer accounts.

The interface could always be improved. I would like a user experience module to be added. With different services that they are reporting, how can that be measured and what analysis can be done on the user experience?

The cost could be lower.

It's scalable.

ServiceNow doesn't give a clear cost indication. They have different contracts with different organizations and it's all about negotiation, so you don't know how they are doing at the cost level.

The cost is a little bit too high.

I would rate this solution 8 out of 10. 

My advice is it should not be more developer dependent. It should be easier for the organization to scale or to configure. The only challenge I see is it requires a lot of technical expertise to implement these tools and modules and all those things. If a vendor tries to make it easier for everyone to implement, that would make the whole process much easier.

We are a service provider and this is one of the solutions that we implement for our customers. In some cases, we will do post-implementation maintenance as well.

The primary use case for ServiceNow Orchestration is for the integration of various systems. For example, if we're onboarding a new employee then we need Orchestration to help us with the integration of the HR systems, Active Directory, and multiple SAP systems where the new user is required to have access.

Employee onboarding, de-boarding, and other service-provision features make the process easier and it saves us a lot of time.

This solution should be more developer-friendly. This is what my team has been telling me.

The connectors need to be updated because certain connectors for third-party tools are not up to date, and our customers are having problems synchronizing data with some of these tools. There should be connectors to cover at least the top industry applications, and they should be easier to configure in a plug-and-play fashion.

The price of this solution needs to be a little bit lower.

Technical support could be improved by decreasing the time required to resolve issues.

I do not personally work with ServiceNow Orchestration but my team has been working with it for about eight months.

This solution is stable, although it would definitely be better if the connectors were updated and the script in line with industry standards.

Scalability is good, albeit expensive.

We have customers of all sizes but the Orchestration module for ServiceNow is better for small and medium-sized companies. The level of orchestration that is needed by enterprise-level companies is much more complicated and you might need a more mature product for that. For the small end of the scale, their requirements and needs are met by the product and it is the price that is of concern to some customers.

With regard to technical support, their response time is good but most issues take some time to resolve. They have to verify the problem and they have to log in remotely to access the system and try to understand the issue. It can take longer because of time differences and multiple locations. If the time to resolve issues was better then that would be good. Overall, I would rate the customer support a seven out of ten.

We did try a product from another vendor, temporarily, for a few integrations. However, it did not work out well so we switched to ServiceNow. We are also using BMC Remedy, and while we still have a lot to learn, I am finding it much more effective.

I would say that the initial setup is of moderate difficulty. It's not as easy as the other ServiceNow modules, such as ITSM. At the same time, it is not very difficult to do. My comparison is only against the other modules.

The length of time required for deployment depends on the functionality that is required. The basic modules will take anywhere from four to six weeks.

In terms of price, this solution is at the higher end of what you'll find.

Overall, this solution is fairly decent. We are not using it for very complicated or extensive things but for basic orchestration, it is working great. The only problems we are having are related to small issues that have to do with syncing data.

My advice to anybody who is considering this solution is that the day-to-day operations are very good. For basic functions, it operates more or less out of the box and those features are good. If on the other hand, they are looking for a very extensive level of integration, then it might be a challenge with respect to the technology or even the culture.

I would rate this solution a seven out of ten.

The use case depends on the needs of our customers. We deploy it for business and IT workflows as well as for within IT workflows. Use cases also include auto-ticketing and auto-resolution. We have a premium partnership with ServiceNow and I'm a business manager in IT services. 

The automation ServiceNow has provided, saves us a lot of time and resources. 

I like the fact that the product helps with IT processes and business processes. It's moved from being an ITSM to an ESM. It creates one platform so an enterprise can bring all its functions together. It's one of the core features that led us to build a platform that combines our use cases with ServiceNow. In terms of integrations, I think they're able to cover most of the leading industry tools across the spectrum. 

We have found some gaps in integration because all of our customers require niche tools. Different companies have different needs - I guess it's difficult to cover every use case. 

I've been using this solution for six months.

The tool is stable but there can be issues if the integration is not done correctly.

The solution is scalable. Our company has 20 to 30 users in addition to our developers, which probably makes around 40 users in total. We have a core team who develop use cases that are reusable across multiple customers. We have a couple of service management experts and a couple of automation engineers. There are a few data scientists who build dashboards and of course people providing inputs from the delivery team. It's a mix of key roles. We have one person responsible for maintenance. 

We have a good relationship with ServiceNow and receive good service and support. 

Positive

I'm not involved in the setup, but my understanding from the technical team is that it's straightforward. We have an experienced team and I'm sure that helps. They have mentioned that whenever there's an upgrade, it comes with detailed instructions and guides and that ServiceNow provides preemptive support which is a big help. The initial deployment takes a couple of hours but the overall process following that can take a couple of weeks with the various checklists. 

We provide our customers with a license and we bundle our own services together with that. ServiceNow offers different kinds of licenses that range in cost. We have the flexibility to get discounts based on scale.

We went with ServiceNow because of the flexibility it provides automating processes from procurement through to invoicing and to notifications on one platform.

I recommend this solution. We've been able to build a couple of our own bots for auto-resolution and auto-remediation for incidents or problems. We have also automated in areas where we want to execute some kind of a change so there are multiple use cases across which we have built capabilities. 

I recommend this solution and rate it eight out of 10. 

Its most valuable feature is the ability to spin the cloud service automatically. If you get your approvals with Orchestration, you can activate and spin up a cloud server without any problem.

I am not going to say dashboards as they are working significantly on it at the moment. They made huge strides for the last three versions in enhancing the workspace concept. With the new UI, enabling workspaces and dashboards is going to become much easier for all the modules. I am sure installation will follow that part.

You can already spin up AWS servers, Azure, and VM services. From my space, the only thing that I can say is the spinning up with Google Cloud Services. I haven't personally tried it, so I don't know if it is working.

We have been using the product for two years.

I would like to rate it as a ten for stability. I never had a problem with any of my customers regarding the unavailability of services.

The solution is very scalable. It's probably the best product out there. It is a platform that allows you to share many tables like base tables and share tables, concepts, and workflows. On top of that, you can build an application as easily as one, two, and three with graphical user interfaces. They provide out-of-the-box solutions for you. Both the engine and the workflows are designed for you. So it's a very scalable product right from HR service management to group risk management, IT service management, IT operations management, etc. One of the customers that I have been servicing has more than 2,000 users and the other customer has more than 20,000 users. So it is based on corporations of a reasonable size. I would rate it ten out of ten for scalability.

The tech support executives are very helpful.

I was part of the team that implemented Remedy. We switched as the customer went for ServiceNow.

You need to request the setup, and then it takes a couple of hours to spin it up. They need to establish the whole coding of the license module. Once you get the platform, you can spin up the applications you want, such as IT operations management, IT service management, or HR service management.

I am a consultant who implements it for customers.

I don't know the licensing cost as it depends on what modules you pick up, and the applications you use. It is based on the type of product you select. For instance, IT service management is based on the number of service agents that you have, it's got a base price. Then the number of service agents that you give access to at the resolution level follows the item, the discovery, and the CMDB which is based on the number of CIs that you put into it. So the licensing model depends on what you want to pick up. Its fee is based on what your utilization is.

I would recommend the solution any day. I would rate it ten out of ten. It's one of the top products. In earlier days, I had experience with many of the other service desks/IT service management desktop solutions. ServiceNow is the most comprehensive and most adaptable to your specific business requirements. They come up with new features and functionalities, every six months. They always stay ahead of the curve. 

I administered service assistance for a customer for day-to-day maintenance of the solution. We were three people administering a system and giving additional functionality depending on the customization of less configuration required to make it unique for the customer.

We use it for enterprise resource management and network management of servers, operating systems, resource management systems, links, applications, and troubleshooting. In addition, it can be used for the network management of resources, from the application to the end user.

The data visualization is good and is hard to find in other products, but the best feature is the ease of use.

We have been using this solution for two years. It is deployed on-premises.

It is very stable.

It is scalable.

We have not used technical support, but clients can contact their digital team if they face issues.

The initial setup was straightforward. The time for deployment depends on the client's organization and configuration. It usually takes time to get and find the resources, ensure everything is in place and working right, and train the staff.

The deployment requires awareness among the project staff and does not necessarily require training. It took us three or four days, but the installation took just two hours.

I rate this solution a ten out of ten. I would recommend ServiceNow Orchestration, and I consider it the best product in its domain in the market now.

I'm a consultant, so I don't have personal use cases. I implement it on behalf of clients.

Scalable, configurable, well-integrated with other platforms. It has strong integration capabilities, especially on the ServiceNow platform.

It has competitive AI capabilities.  

There is a lot of complexity in the platform, but that comes with the scalability. It is a highly complex platform to work on. 

There are changes in their workflow technology, and the flow technology improvements have introduced more complexity, in my view.

I have been working with it for about five years. 

I would rate the stability an eight out of ten. 

Only enterprises typically use it. 

The customer service and support are okay.

Positive

I have used BMC and SCOM. 

There is no installation. It's all cloud-based.

The maintenance is like any other solution, it needs to be supported and maintained. It's not easy as it depends on the modules you're using and how complicated your environment is.

Pricing is custom to every customer.

Overall, I would rate it an eight out of ten.