ServiceNow Reviews

The main use case of the product involves providing solutions for customers aiming at enhancing their overall business efficiency and effectiveness in managing IT services and operations.

ServiceNow is easy to use and has a user-friendly interface. It offers broad workflow functionality, including IT, HR, Accounting, and Legal departments. The users can build new business workflows with low code.

The platform price needs improvement. System deployment and automation capabilities could be within the platform, similar to competitors like Ivanti and BMC. At present, we have to rely on third-party products for the same.

I have been using ServiceNow's latest version.

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

We have around 1000 ServiceNow users in our organization. I rate the scalability a ten out of ten.

The technical support team is helpful and responsive.

Positive

We are working with Ivanti and BMC Helix.

The complexity of the initial setup can vary based on the size and complexity of the organization implementing it. Including proof of concept, may take around three months or more for large companies and enterprises working in the IT department. The duration can depend on the specific modules being implemented. Setting up a data center and different management processes for seamless operations is crucial. It takes another hour or a week to complete.

We have a dedicated team to maintain the product. The team's strength depends on the specific budget and the number of requests and incidents. At the moment, we have two administrators working on deployment and maintenance.

The product cost is higher than that of other vendors. It depends on the specific requirements. It is suitable for large enterprises.

I rate the pricing a two out of ten.

I rate ServiceNow an eight out of ten. It is a powerful platform and provides essential functionality for different workflows. It is easy to maintain as well.

The product is primarily used for HR service delivery, traditional IT service management, and, increasingly, integrated risk management, or IRM. 

The biggest area of growth is what we call creator workflows. This is building new applications on ServiceNow, using ServiceNow as a development platform. That's the biggest area of growth for us.

The initial setup can be quite straightforward.

The stability is quite good. It's pretty reliable.

It can scale well if you are managing IT assets.

The solution has good technical support and a strong community that can help solve problems.

The RPA needs improvement. That's a new area for them that they're just entering into now. 

Their user interface, their UX design, and their portal are all in the process of being improved. 

The footprint in non-IT assets, so managing assets outside of IT. That means building new CMDB class structures. Can they manage a hospital device, a manufacturing device, an oil-rig device, not just a server or a laptop or a printer? That's where they need to massively improve their reach. Reaching beyond IT asset management is the biggest challenge to ServiceNow right now.

It would be great if there was an accelerator or a fast-track tool or method to consider net new use cases for ServiceNow. Something almost like a solution innovation workshop environment, where you can test business ideas and work out which parts of the ServiceNow workflow can support those ideas - like a modeling tool.

I've been dealing with the product for 12 years, however, as an implementer, I don't use it on a daily basis. 

In 12 years, I've rarely seen a failure of their cloud hosting, if ever. It's incredibly stable. 

There are other questions then about performance, however. Sometimes it runs slowly in the cloud due to the number of transactions you're placing on it. That said, it doesn't fall over. It isn't compromised by a security breach. I'd give it 99 out of 100 for stability.

In its traditional IT areas, for example, managing IT assets, it is very scalable. There is a question mark over its scalability in terms of managing OT assets, operational technology assets. By that, I mean a device that's not an IT device. It could be your fridge, your cooker, your car, your oil rig. Scaling to manage the Internet of Things means that, in a company, you're not managing 1,000 servers. You could be managing a million devices. That's where scalability becomes more of a problem. It's managing the OT devices where there's not much clarity.

A lot of support comes from other companies that are using ServiceNow. There's a great ServiceNow community that shares ideas and answers ServiceNow questions. If you can't get the question answered by ServiceNow, you will have it answered by the ServiceNow partners or the ServiceNow customers who are part of the ServiceNow community. Support is very, very good as long as you have a wide ecosystem of options; you don't just depend upon the vendor and you also have other clients, partners, and companies that work with ServiceNow that you can reach out to.

The implementation process is straightforward if you stick to out-of-the-box settings. If you trust ServiceNow has configured their out-of-the-box settings, then stick with them and their processes and the setup is very straightforward.

The amount of time needed for deployment depends on which part of the solution you're deploying and for what scale of the customer. If you think of ServiceNow as 100 applications, if you're just deploying one small application out of 100 for a very small customer, it could take a few days. If you're deploying 50 applications around the world for an enterprise customer, it could take 1,000 days.

It's difficult to say how long it takes as it depends upon the complexity of the number of applications and the customer requirements.

Typically, you need one person to deploy it and one person to manage it.

You need a good technical consultant, a developer, and you need somebody that has project-management skills, and you need somebody with business-analysis skills: somebody who can interpret the business requirements and translate those into the configuration. 

A project might require lots of different roles, however, one person may be very skilled. He might have some development skills and project-management skills, and he is good at asking the right business questions. In the smallest deployments, one person could do all those things. However, in the biggest deployments, you will have a dedicated project manager, dedicated technical architect, dedicated developers, consultants, dedicated business analysts. There are lots of roles that need to be covered in a deployment, depending on the size of the deployment. One person or several people might be necessary to cover all those roles.

We implement the solution for our customers.

I work for a company that resells ServiceNow, and we implement it around the world. We're a big systems integrator. For years, we've worked with ServiceNow, implementing it for other customers to utilize.

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

We primarily use the solution for service desk requests, in order to track service desk requests and to know who's asking what and track these requests.

You can scale the solution.

The product has very good stability.

It could be easier to use. It's a bit complicated and the user experience isn't exactly easy.

It's too complicated and there are too many options. 

I've been using the solution for two or three years or so. 

In my experience, the solution is very stable. There are no bugs or glitches. It doesn't crash or freeze. I find it to be reliable. 

It's my understanding that the solution scales well.

We have about 100 users on the solution currently.

I've never used technical support in the past. There never was a need to reach out. I can't speak to how helpful or responsive they are, however, as I have no direct experience with them.

I also have experience with Jira.

I didn't really get involved in the initial installation. It's my understanding that there really isn't one. In my experience, there's just a simple link that you click on and you're all set.

I don't have any information about the licensing process or costs. It's not an aspect of the solution I deal with. I'm not in charge of it.

I've compared this solution to Jira in the past and I find them both to be complex in terms of the user experience. 

That said, I haven't evaluated anything to replace this product at this company. 

I'm not sure if we're using an on-premises or cloud deployment. 

I'm not sure which version of the solution we're using. 

At this point, I'm not sure if I would recommend the solution at I don't have enough personal experience with it.

I'd rate the solution at a six out of ten. 

We are using Quebec, which is the latest version of ServiceNow. 

We use ServiceNow as an IT asset and business management solution.

We consider the integration capabilities of the solution with other tools to be a valuable feature. 

The solution should have more of the latest version benefits, of which I have found only a limited number. It is annoying that ServiceNow keeps on changing back to Quebec every six months. Content should be added as soon as it changes. Flushing is upgrading.

I also wish to see new features added occasionally.

The performance analytics and services operation module should be addressed. It should be a free plugin for the recording dashboard. We are often in need of a report, such as how many users are using the service or the per hour platform. But, this requires us to install a new page plugin for a static change. I would find this improvement helpful within the next three days. 

It is a reliable solution. 

The solution is scalable. 

Technical support is responsive. Once a person creates a ticket they get back to him quite quickly. 

The initial setup was straightforward.

The license is on the basis of an annual subscription.

We are happy with the pricing. 

The solution is cloud-based. We make use of an SaaS version. 

Of the many hundreds in our organization who are using the solution, 115 are using ServiceNow practice.  

I rate ServiceNow as an eight out of ten. 

I'm a consultant, so I primarily work on projects implementing Service Now inside of different organizations.

The biggest improvement I see is that unstructured work, which would primarily be worked on within spreadsheets or within emails, is able to be centralized, managed end-to-end, and have that visibility and structure in ServiceNow. That provides enormous productivity gains. 

In addition, it provides the ability to meet internal IT assurance around audit trails.

Finally, the improved visibility helps in decision-making for senior leaders and executives.

One feature of ServiceNow that is important is the workflow engine. From my perspective, the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features.

ServiceNow is divided up into a lot of modules, so I'll give an example, instead of going into every single module.

For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow. There is a real opportunity to present, in a centralized way, some form of universal work list, to give better ideas around demand and supply of resources, and then help prioritize that work.

The only other thing that I'd say about ServiceNow, in general, is commercially related around licensing, and it's a big inhibitor for a lot of our customers, especially those who are innovators on the platform. I've got a couple of really good example clients where they are limited in what they can do with the product. If they were to do what they wanted to do, the licensing that would come about, from a platform runtime licensing perspective, would mean it wouldn't have the same value proposition.

An improvement area, to summarize, would be better licensing for when clients are trying to be innovative on the platform.

The stability of ServiceNow is excellent. I've never had any issues around its stability, scalability, availability, or any of those metrics.

ServiceNow technical support has always been excellent. They are quick to respond, they have good, strong technical capabilities, they're good at communicating and getting in touch with you.

I have used BMC Remedy previously and the primary reason for switching to ServiceNow was around the fact that ServiceNow is cloud-based, scalable, and easily configurable.

Overall, the setup is fairly simple. You have to have a point of reference to compare it to. If I think about other cloud-based tools that I've worked with, by comparison, I would say it is most definitely simple.

Myself, being a consultant and implementing ServiceNow multiple times over in different organizations, an average implementation, which would result in a minimum viable product - standing up ServiceNow to achieve some form of business value - would be 12 weeks.

I typically see a 12-week implementation of ServiceNow achieved with approximately six individuals for the deployment. Ongoing maintenance of ServiceNow will typically involve the equivalent of four FTEs.

I don't have any data points at the moment, but I know some of our clients have articulated ROI as part of the benefits they have realized. The ROI is definitely positive for clients that we've worked for.

ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.

Other options would be BMC Remedy and Cherwell, from an ITSM perspective. For HRSM, alternative solutions are Workday and SuccessFactors.

My advice would be to engage with an implementation partner that has good experience and definitely not to underestimate the organizational-change activities, like training and communication, that are required. ServiceNow shouldn't be treated as purely a technology solution. People, processes, communication, and training need to be factored in when implementing.

We've implemented ServiceNow in government organizations with up to 9,000 people, in a couple of scenarios, using it for either IT service management or HR service management, predominantly. The roles of the users varied within the government.

In terms of how extensively ServiceNow is used, every client we work with has a roadmap of additional functionality that they would like to use in ServiceNow. To generalize, there are different extents of use but each definitely has a roadmap of continuous improvement and use of more features or modules of the product.

I would rate ServiceNow a nine out of ten. Some of the points that I touched on above would make it a perfect ten: more visible and consistent licensing around the cost of licensing; better ability to innovate on the platform without incurring licensing that isn't representative of the innovation that's being created.

• Simplicity of Change Manager
• Product based on user experience
• Nuclear integration

The ease of implementing the operational processes gives my clients the ability to streamline their day-to-day operations quickly, and allows huge visibility for managers and decision makers.

All areas.

Five years.

No.

No.

A nine out of 10.

I'm an implementer. I work with several solutions.

Very easy and simple to implement; a third of the time of other solutions.

The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify.

With ServiceNow, it is difficult to recommend another solution. Only the price might be a reason to suggest other solutions. Ivanti could be a good solution.

It is the best solution in the market.

Reporting

Incident

Configuration

Visual Task Boards

Scheduling

Evanios Operations

Easy integration

Customized Dashboard as per user requirement

Scheduling reports has decreased manual effort.

Integration is possible with almost all monitoring tools and auto-ticketing functions properly.

A duplicate ticket option should be enabled - this feature can help to take the same information from a close incident thus decreasing manual time.

4 years

No issues.

Excellent (9/10)

Excellent (9/10)

In my previous organisation we used LanDesk which used to have less options. Hence switched to ServiceNow.

In-house one

No others were evaluated.

The most valuable feature by far of ServiceNow is the rapid development. How quickly you can actually go out and change things, adapt things, ready to fulfill the business needs.

One of the things that we're trying to figure out is how ServiceNow can be more of a platform to be used as a backend. Because of the rapid development, it can barely oversee it for use at the back end. We're having discussions right now to actually understand what that will mean. The other piece is some of the UI's are currently being restricted from not having too much customizations. That puts us in a tough spot. Sometimes there are some corner cases where some people want something and we kind of change it. Those are mostly with new UI's. There's good reasons for actually locking those down. At the same time, it problematic for us.

I have been using personally ServiceNow for about five years.

Best in class. It has been really good; it's availability, reliability, performance. Sometimes people do dumb stuff with scripts. The performance is not the platform's problem, the problem is with peoples scripts.

It scales well.

It's great. I'm part of the ServiceNow community, so that helps for support. Their support works great - they are really helpful, they have the indicators and all the right stuff for closing tickets really quickly and they also put first resolving your issue. It's really great support.

We used to use different solutions. Some of it was kind home-grown. Nothing similar to ServiceNow from as a platform perspective.

It's already set up, you just have to work it out according to your needs. Just like in any other project, you need to understand your process, you need to understand how you need to improve your process. Don't automate the problem. Just like any other process, the recommendation is you either work with ServiceNow or you're work with a technology partner. I'm a technology partner and we help others with those types of things. It's really straightforward.