ServiceNow Reviews

We use this solution for Service Management, iCast Management, and Software Management.

There are several use cases, you can use them in Education and in Health. We are using the latest version, which is called Paris.

I like the ease of use. I also like the flexibility.

It's not user-friendly by default, but it can be customized to be customer-friendly.

I have been using ServiceNow for three years.

It's a stable solution.

This product is scalable.

We have approximately 50 users.

We are going to continue to use this solution.

I have raised a ticket with the ServiceNow technical support.

I have used other products and switched because of the ease of use of ServiceNow, and the functionality of it.

We have to purchase a license.

The price is okay for us. It's reasonable.

Depending on what it's being used for, I would recommend it.

I would rate this solution an eight out of ten.

We use ServiceNow for our internal IT and end-users. When I first started with it, I was simply a user. I've now started to manage the functionality, as well.

Very soon, we will be upgrading to the Paris version.

The most valuable features are its ease of use and capabilities.

ServiceNow is a pretty versatile product.

It is robust and very user-friendly.

I would like to see more functionality in terms of custom workflows, not impacting the overall platform health.

I have been using ServiceNow for between four and five years.

This is a really stable solution.

It is possible to scale, as needed.

I have not had direct experience with technical support, but they have been very helpful for us.

The initial setup is quite straightforward. Ours is a pretty large implementation, so it took approximately two weeks. This was due to the complexity.

This is a pretty expensive product, so the licensing could be better.

This is a product that I absolutely recommend. My advice is to use as much of the out-of-the-box functionality as possible.

I would rate this solution an eight out of ten.

ServiceNow can be used for many different use cases such as:

• IT service management
• Managing Assets
• Development and operations
• Job processes 
• Project portfolio management
• Managing of infrastructures

There are many more modules and HR that I have not yet explored that are available.

What I like the most is that it's a common service data model and the fact that everything is available on one platform.

The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking.

I have been using ServiceNow for more than five years.

I am using the latest version.

I can't give you the exact number of users we have but it's thousands.

We plan to increase usage in the future.

For the most part, our experience with technical support has been okay.

Previously, we were using BMC Remedy.

The initial setup is very easy to get started, but it gets very complex as you move along.

There is no installation involved, as it's in the cloud.

There are licensing fees.

I would recommend this solution to others who are interested in using it.

I would rate ServiceNow a seven out of ten.

We use it for incident management.

It has more extensive features as compared to the other competitors.

Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. 

Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things.

It is quite stable from the implementation perspective.

It is quite scalable. Scalability is one of its advantages.

Their technical support is not bad. I would rate it a four out of five. It can be improved in terms of being able to understand and help with management.

We have been using both ServiceNow and BMC Helix ITSM for our client. ServiceNow is more scalable, competent, and intuitive than BMC Helix ITSM. It is a little bit more expensive than BMC Helix ITSM.

The initial setup is more or less straightforward. The deployment took around 30 to 40 days.

ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM.

I would advise others to make sure what is required. 

I would rate ServiceNow an eight out of ten.

We primarily use the solution for ITSM record catalog incident problems and Service Level Management.

The product is very robust.

The solution offers very good customization. I can make very strong chains and format excellent business rules.

The pricing of the product is quite good. It's not too expensive.

The setup is very easy.

The customer service management is the grown product. INow I don't have much skill, but I think that could be an excellent complement for ITSM.

We've been using the solution for four years at this point. We have a bit of experience with it.

The product has very nice stability. We haven't had any reliability issues. There aren't bugs or glitches. It doesn't crash or freeze. It works quite well.

I've found the scalability to be good. If a company needs to expand the product, it should be able to do so without any issues.

We have about 80-85 employees on the solution right now. They are mainly supervisors and agents. Currently, we are at capacity for the upcoming year. Beyond that, I'm unsure as to if we will expand usage in the future.

Technical support is okay, however, sometimes it takes time to get help. Our hope is that, in the future, they get even better at assisting their clients.

Although I am aware of other solutions, such as RemedyForce, currently we're using this product and we don't plan on changing any time soon.

The initial setup is not overly complex. It's quite straightforward and very simple. We didn't have any issues.

Our deployment took about four to five weeks in total.

I'm not exactly sure how many people in our organization actually handled the deployment or cover any maintenance required.  

We did not use an integrator, reseller, or a consultant for the deployment. We were able to handle the process ourselves.

The pricing is fair. We get good value for how much we pay. It's not overly expensive.

That said, I don't know the exact pricing of the solution. It's not an aspect of the product that I handle.

I'm not sure if the company looked at other options before choosing this product.

We're both a customer and a reseller. We use the solution in our offices in Paris, Madrid and New York.

I'd recommend the solution. It's very easy to implement. The deployment is much easier compared to other solutions.

I'd rate the solution at an eight out of ten.

We use it for ITSM and custom applications for the physical workforce.

The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation. 

It should have more artificial intelligence for business and work capabilities.

The community is not so active. There must be initiatives to make the community talk more and share more information.

I have been using this solution for seven years.

It is very stable.

The scalability is very high in the area of the application. You can have even 10,000 users, and there is no problem with scalability.

Their technical support is not so good.

It has a medium difficulty level. It is not straightforward, and you need experience. If you are a beginner, it can be a very big problem. If you are experienced, it should not be a problem. 

It takes a couple of weeks to get it fully going on the platform.

It is very expensive because it is a big organization. You have to pay for additional things.

I would rate ServiceNow an eight out of ten. It is overall a very good solution as compared to other solutions in the market.

Our use case is around the core idle processes in general. We use it as a service management capability for managing intercom and so forth.

Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs.

We find it good in general. Obviously, there are areas of improvement for every capability. As they evolve more, if they keep on adding more intelligence into the capabilities, it will improve. The improvement areas are more integration across the landscape and more intelligence for the overall capability of the solution.

We've been a ServiceNow customer for around five years.

It is stable. It has been one of the more stable capabilities that we have for operations.

It is an enterprise solution. Scaling has not been an issue for us.

We have got technical account managers for our account. They are available and responsive. When we go through customary support channels, they are responsive as well. There are no issues.

We did use a different solution, and there were a couple of reasons why we went through the transformation. One of them was to have enhanced capability and being able to do more with singular capability versus multiple capabilities. This was the primary reason for the switch.

For the most part, it was straightforward. We were doing a bit of a transition, transformation, and concept. We were transitioning from one capability to another, and we had all those at the right touchpoints from an integration perspective. Overall, it was relatively stable and smooth.

The major thing is to stay close to out of the box and limit those customizations. This would be the bit that I would share with others.

I would rate ServiceNow a seven out of ten.

IT Service Management

Agile framework is in place

It is very easy to integrate with other legacy systems. It's really easy to replace obligations. Each employee can develop their own workflow. 

With ServiceNow, you can create your own APIs. It's very easy. This was something that I didn't expect from the tool. It's better than I expected. 

It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly.

All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody can manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use. 

This is something that is a little different from a traditional way of work in Argentina when you have different applications, and now, in this case, you have it all in one. It's on the same screen with all the models in a toolbar which does impact me. 

It's a new way of seeing things. In the past, you used to have a lot of publications. Now, in this case, you have the ability to have all in one. It's something new for a lot of people, and it's a change. That means we need to adapt to this change. For some people, it will not be easy. 

I have been using ServiceNow for a year. 

It is very stable.

SN has several releases by year. Each release has innovate features, and suitable components for solving previous issues detected or needs from a particular company that can be used for all...

They already have a plan for innovations that are adopting into the application constantly . It's really scalable  is mandatory to change the way or work for the company....The custumer must transform their way of work....they must change it...they need to convert firt their people to adopt Agile framework...SAFe....IT4IT   etc...., not only for tool perspective if not becasuse they need to convert and transform to a digital company. (ART's...Tribes, matrix structures...etc)

I am a consultant with a focus on guiding my clients through those transformation processes. I advise clients on how to use the product in the best way for them. In Argentina, I worked with medium-sized businesses. 

There is first level support that is supposed to be managed by yourself. It is very easy. With the second level support, in some cases we need to talk directly with ServiceNow. They managed the online chat very easily, along with the ticket, the book, the chat, and so on. I would rate their support a nine out of ten.

The initial setup was easy. You can deploy all models together or model by model. You have different ways to work. You need to understand your customer's situations. The data is the most important part.

If you have a problem obtaining the data, the application will not function properly because you will not have all the functionalities at the right level.

The time it takes to deploy depends on the resources and the time you allocate to it, but if you put all the people, it can be done in seven months. 

Before you move forward with this kind of implementation, you need to make a cultural change in the organization to understand that the way you used to work is no longer a valid way to work and you need to work in an integrated way. If you do not adapt your mindset and make a real adoption of new and integrated methods, I would not recommend moving forward with the implementation of these kinds of solutions because it's totally integrated.

In the next release, I would like to see more Spanish options available. 

I would rate ServiceNow a ten out of ten. I remember when was SAP created, it was the number one of the ERPs. ServiceNow will become the new SAP. The evolution of this solution will be constant, will grow continuously, and will be a product that every company would want to have.