ServiceNow Reviews

We use ServiceNow mostly for our IT ticketing business. Recently we set up the Request portion of ServiceNow and we're using it as well.

It enables us to interact with our end users and helps us resolve whatever incident they might be having. We get incident reports and it helps us get set up with trends so that we'll get resolutions to those incidents.

I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving, the types of incidents that come in.

It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide.

I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them.

Also, if there was a feature that enabled us to interact with end users directly within ServiceNow, like an instant-messaging type of feature, that would be great. 

Another nice feature would be a way to easily to assign tickets and incidents to the techs who will be working on them. That could be better. Other than that, the system seems to be working just fine.

We've had no issues with the stability of the solution.

We are okay with the scalability.

I would rate technical support at seven or eight out of ten. They are pretty much on time. They're willing to help.

When I started with the company, we outsourced our issues. When we brought IT in-house, ServiceNow was the first system we used.

The setup was straightforward, easily understandable with the training we did. There might have been some kinks but everything was worked out in due time. It was fine.

There were a few other options we evaluated but I don't remember the specific product names.

Learn anything you need to know direclty from ServiceNow. It's a good product. I can't really knock it. Go ahead and give it a try. As long as it fits your environment, I think it's a fine product.

I would rate ServiceNow at seven out of ten. I would like to see a little more automation. It may just be the type of license we have which doesn't give us full automation, but that would be one of the things that I would like in ServiceNow. That would make things easier for both the techs and the end users. In addition, I would like to see a better workflow setup within ServiceNow.

• Work intake 
• Project management 
• Project for a 30 person marketing and communications team at a Big 4 professional services firm.
  

• It helps improve service levels and reduce team stress.  

• It provides internal clients with greater transparency about their projects and deliverables.

• Ability to configure a service catalog with defined SLAs.

• Single window for all work requests.
• Ability to bundle various deliverables into a single project work request.

None.

None.

We used a homebrew solution developed by (and for) our IT department. It was far too complex for marketing users.

The setup was time-consuming and required a lot of internal resources. 

We used an in-house team.

The IT department conducted a vendor evaluation, but I am not aware of which solutions were considered.

It is a very robust tool. We use it for all back office teams in the firm, resulting in a common interface and intake process across HR, IT, Marketing, and Finance.

We build out video knowledge bases, how-to knowledge bases for self-service support and agent use. We integrate into a number of different ticketing systems, service management platforms, helpdesk platforms, and call center systems.

We are a ServiceNow partner and we have a ServiceNow instance. We use it for ticketing support, ticketing systems. It has worked really well for what we do.

We have set a standard around the way we build content. We have found that if we build for ServiceNow, it will pretty much import anywhere. The format is very similar. ServiceNow seems to be more of a standard interface and their knowledge import specs are pretty consistent with everything else. We have had a few we have had to tweak but, generally, if we build it for ServiceNow, in a lot of cases we can take a ServiceNow file and import it into any other system and it will work fine. That's the biggest benefit.

The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version.

The features continue to improve. We get new features and we can choose to turn them on or not, but we're always getting them. That is part of the program.

Some enhancements to the self-service platform would be helpful. That part is still a little barebone. There are some things that they could do better that we have suggested to them.

Also, the mobile app is not bad, but it's limited. They are going to be working on that, I'm sure, over the years.

It seems to be very solid. We have not run into any errors or problems, although we're not a very heavy user. If somebody was processing thousands of tickets a day, maybe they would run into something, but for us, it's solid. There are no issues at all.

It seems to be able to accommodate any number of clients, agents, admins. We're a small company, so we don't stress it very much with the number we have in the platform. But everything that I see there, I think it will go. They have large, global corporations working on it, so I think it's pretty solid. That is what I've seen, but not what I've experienced.

Their technical support is very good. We're in the partner program so we have a different development program. We access a different group within support compared to the support a regular client would access. When we need help, the people we work with are very good. Things get resolved, things don't linger.

First, decide what your processes need to be. Determine what your environment needs, what's important, what your priorities are, what your process methodology is, and find a platform to fit that. If you are trying to find a platform and you don't go through that exercise first, you're just tying yourself up in knots. If you choose the platform first, then you are going to match your processes to the platform. If you haven't been through a process, an internal system environmental analysis, to see how things work and what you need, you'll never be happy and you'll wind up changing platforms every couple of years or every time your CIO changes.

When selecting a vendor the most important criteria for us are that they

• are cloud-based
• have ongoing development
• provide API capability so we can integrate whatever we need.

There has to be the ability to write APIs as you need them, so you can hook in whatever you need to connect to it.

I would rate ServiceNow at eight out of 10. They're good but they can get better. From what we've seen, they are making improvements, they listen to feedback. They're not sitting still, they continuing to evolve, continuing to develop, add features, add capacity.

The primary use case is IT service management. It encompasses quite a few things, such as incident records, change records, etc.

It uses a common base of data and allows different types of records to pull from that same base of data.

The ability to link different types of records with each other.

• The ability to embed help information onto the screens.
• The scalability needs improvement.

On a scale of one to 10, I would rate stability as a seven.

On a scale of one to 10, I would rate scalability as a four.

On a scale of one to 10, I would rate technical support as a seven.

I was not involved in the initial setup.

The most important thing to have in place is the face of the configuration data.

Most important criteria when selecting a vendor:

• Scalability
• The development model: How are updates made and promoted to production.
• Ability to embed user help information directly to the interface.
  

We use it for incidents, incident management, sales management, and problem management. We are very happy with the product.

We are about to upgrade to IT Service Management edition on September.

It enables communication. The benefit is that we can keep track of all the changes and the incidences.

We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other.

We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition.

The Express edition does not allow the option for scripting.

It is very stable. We have only had five minutes of downtime in three years. 

Compared to other companies, we are small (270 people). Scalability does not affect us.

If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10.

We didn't have another solution before ServiceNow.

The initial setup was straightforward, but we did some core customizations. Therefore, we did need more time to finish setting it up.

I would recommend it as a product.

Most important criteria when selecting a solution: 

• Stability
• Reputation in the market
• Is the product well-known?
• How long has the product been offered?

We primarily use this for our North America practice of IT Asset Management and IT Service Management (incident, problem, change, and knowledge). We also use it for HR Case Management and are now developing business applications in order to perform things like IP and Application Management.

I like the ease of use of the ServiceNow platform. 

We have used ServiceNow for HR case management, IT Asset Management, IT Service Management, and custom business applications

The value of features has changed with each release. Initially I was impressed with the automation capability. Now, the look and feel is a valuable benefit for adoption. The most recent addition of SAM Premium is a game changer for many organizations.

I would like to see Advanced Intelligent Automation. I can't wait to see how ServiceNow continues to build out the automation capability with things like RPA, OCR, and even machine learning capabilities to help make giant steps forward in the ITSM space.

The workflow capability for easy setup is powerful. Combine this with automation and you have a great tool which is built on ITSM principles.

Used for the entire company (400K), like HR, service desk and other functions.

Easy to implement and consolidate different platforms and users with useful functionalities.

It has an excellent capability to integrate different access points. It is very user-friendly, too. 

It has a higher cost compared to local/regional solutions. 

Local solutions have lower costs.

I would recommend ServiceNow.

Microsoft and Oracle Software tracking and management.

• Maintains a real-time view of license position. 
• Compies with contract terms to avoid penalties and the impact that an audit can have on day-to-day activity 
• Identifies better ways to license software or eliminate unused software to save money and maintain a choice between buying more licenses or reclaiming licenses to stay within compliance. 

Oracle and Microsoft license software catalog. 

Needs additional software titles and easier normalization.