ServiceNow Reviews

It gives us the power to customize any aspect of the solution. They've created a tool that creates itself and give you the keys to spin the tires.

Since implementing ServiceNow, we’ve been able to stop our personnel count from growing. When our company had to go through a restructuring and 10% reduction in workforce, we were able to use ServiceNow to pick up the slack and automate some of the functions that were lost.

Instead of adding more and more modules in every version, I wish they would work on streamlining the underlying functions/methods and update the Wiki with all the inputs, outputs, etc. so that new developers can more easily find their way around the product and create custom applications for their own company instead of paying ServiceNow to do it.

Also update all their training materials, make some guidebooks and videos, etc.

We've been using it for almost three years.

Implementation is always a little rough, but once you have everything up and running the only thing you really have to worry about are the ways in which you modify things so there won’t be any conflicts during future version updates.

They are very quick in responding and troubleshooting. They're great at pinpointing the actual root cause of something, but often the solution is “…our developers are working on fixing this in future versions six-12 months from now."

It was pretty intense, but luckily our implementation package included getting two of us trained and ITIL Foundation certified which really got us on the same page.

We had ServiceNow’s in-house team for “Quick-Start Implementation”, but it was very basic, and the custom things we asked him to do from scratch were not engineered very thoroughly or using best coding practices.

So, I would make sure to have a formally-trained team, and the easiest way to find those are by going to a vendor like Fruition or Cloud Sherpas (now Accenture).

When negotiating licensing, just remember that 'Process Users' are more than twice as expensive as 'CreateNow Users', so if you are comfortable building your own apps instead of using ServiceNows, you can save a lot of money with 'CreateNow Users' in your custom apps.

It's great, but there's always room for improvement. We are pretty good friends with our reps since their office is right down the street and we get invited to hangout with them quite often.

I am a customer of ServiceNow. We use the solution for operations and ITSM.

ServiceNow has a user interface that mimics a web-base and is easy on the eyes however, it is too fluid. Currently, we are unable to audit notes. ServiceNow should be more organized and structured so it enables us to classify notes. 

I have been using ServiceNow for two years.

The solution has good stability.

ServiceNow is scalable.

Due to some of the complexities within our organization, the initial deployment was complex. The tool itself is straightforward.

The deployment of ServiceNow was completed in-house.

We compared ServiceNow with Remedy. 

I recommend ServiceNow to commercial or private companies. I would rate this product a 10 out of 10.

I have used this solution to create forms for employees to fill out. 

The main use is for incident management.

They are configuring the asset management in CMDB, and they are installing at this time.

It has the ability to consolidate different areas of the service desk into one solution.

I like that it's always up and running.

I am not a fan of ServiceNow.

The menus and the interface need improvement. It feels like a shopping cart and like I am shopping on the internet. The graphics of the menu could be better.

The interface is not user-friendly.

To me, ServiceNow is a money pit. It takes a lot of money to manage it.

With this company, I have been using ServiceNow for one year, and another two years before that in other companies.

I am using the latest version.

ServiceNow is a stable product.

It's a scalable solution. We have not had any issues with the scalability of this solution.

We have 5,000 users in our organization who use it.

This solution is used quite a bit and the company plans to increase its usage.

I have not contacted technical support.

This solution was already in place, but in a different organization, I used a solution called SysAid. I thought it was much easier to manage.

This was already in place when I arrived, but they are installing the CMDB and we need the help of a partner.

It seems to be very complex.

We have one person who is dedicated to the maintenance of this solution. He is a Service Desk Supervisor.

My experience with the integrator has been positive.

My advice to others is to be prepared to spend money.

While this product works, I feel that the UI is terrible, it's horrendous.

I would rate ServiceNow a four 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.

I use ServiceNow for incident management, problem management, change management, and request management.

I have found that sorting and grouping functions are particularly useful.

I find some features are difficult to use. For example, the creation of service catalog forms. Creating service catalog forms could be made easier.

In the next release, I would like to see some of the features and processes made to be simpler to use. For example, creating the service catalog forms, doing the CMDB, and integration with other systems have to be made easier to use.

I have been using this solution for almost two years.

It's a stable product.

This solution is scalable.

In our company, we have approximately 1,000 users. For me, I use it every day.

I rarely engage with technical support. I had a good experience with the one or two tickets that were submitted. They were able to resolve the issues and it was a positive experience.

Previously, I was using Jira. 

Jira is meant for small enterprises and it is much cheaper than ServiceNow. 

ServiceNow is meant for a much larger user base.

I was not a part of the initial setup. By the time I arrived, it had already been set up by someone else.

We have five to eight people with various tasks to maintain this solution.

I believe that they had an integrator to help them set up. That was in 2018. before I joined the company.

The licenses are expensive.

They pay a license fee per user. Jira is much cheaper than ServiceNow.

If I was in a small company with 500 users or less, I would use Jira. If I am in a company with 500 or more users then I would use ServiceNow.

For anyone who wants to start using ServiceNow, they need to ensure that they have the funds to finance it. The licenses are not cheap and they need to have a consultant that can help them to customize the functions or the features they need.

I would rate this solution an eight out of ten.

• 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.

I think realistically, it helped us better our processes. It forced us into adopting best practices. We were in a bit of a tech island, and so we kind of do our own thing. To get everyone in the same system, behaving the same way, looking at work the same way, it helped bring everyone on the same page and to adopt better ITIL practices.

We're a few generations back, we're on Eureka. We've had some vendors initially help us out. We've been through about four different vendors over the three and a half years. Some of that code has been problematic for us. We're looking to get to the Geneva release. A lot of this social type computing is really interesting to us.

I'm going to a Hackathon today, and I'm looking at a "Like" feature for managers. Often in IT, we're not front and center of projects, we don't get the spotlight. When we do things that keep the system up and running for the users, no one sees that. We want to say, "Well we're doing the work in the system." Our managers can go look at that, like it, high five, that kind of thing. We're looking at that kind of Facebook style, or social media style, view into their work and actually interesting to deep diving into the data and showing what our stats are like.

We just did our three year renewal in January so about three and a half years from implementation to production.

We've never had it go down or connect. Most times people say ServiceNow is down, it's because our network isn't available, so it's typically not us. You can flip the WiFi on your phone and say, "Okay, that's not ServiceNow." It's been really good.

We've been pretty consistent from day one. We've used more and more modules, and as people are getting more comfortable with the platform, we're trying to tie more functionality into it, but it's been reasonable for what we're doing.

It's pretty good. I can say that for some things, obviously you can't know everything and we can't find everything, but they've been doing better and better with that. Usually, when I do ask a question, they're pretty good at saying, "Okay, well here's where to go," or, "Okay, that's legitimate. Here's how to solve it." It's usually within a week or two that our issues can be resolved. If they're not critical, it's reasonable for us.

There's a lot there, it's like Excel. You can go in any which direction and you got two different ways to do it or multiple ways of doing things. It was a steep learning curve for us. We went through a number of vendors until we were able to fish on our own. Now we can go to specific people and then get those targeted information. It's been really good for us to have the user groups, local user groups, the snugs, and pick the brains of other companies who are having the same challenges or working on the same projects we are. Then we can collaborate a little bit and make sure that we're doing what makes sense. It's not just us in our own little sandbox.

Definitely understand a bit about ITIL best practice and what that is. We had a gentleman come in about three months before ServiceNow was brought in. He actually ran a mock help desk scenario with business asking things and with the knowledge base being put in typical back end of the level two support. We played the game several times, reorienting where all the knowledge is, where their work was done, and all of a sudden, I had a bird's eye view of how work should be done. As we were implementing ServiceNow, all the decisions and all the modules we put in place laid out to support that foundation that we'd seen. Whereas our initial approach was let's just put in there blank for like all the systems that we have. We wouldn't have leveraged a lot the best practices and things that we'd seen in the game that would've really helped us out. We would've had to rebuild it after the fact. Really understanding, see where you want to be and then build the tool up from there.

Integration - we started off at ITIL processes, but now we're looking at integrating it with other aspects of our business. We're on-boarding CMDBs so that we know what we have. On the other side of that, we can tie those into those processes that we already have so that we can actually see incidents across which devices or if there were changes made to those devices that correlated back to those incidents and stuff like that.

More out of the box stuff, but then again it's so customizable that you can make it do what you need it to do even if it didn't come with it.

I've used it for a little bit short of a year. My company has used it for four years.

It's been constantly stable. I wouldn't say never any down time, but I would say that we're usually at four nines.

I would say most certainly it's scaleable.

With my interactions with them, I would say that they're really good. I almost never have to escalate anything. It's usually the person that responds to me helps me out pretty quick.

Upgrades can be kind of painful. ServiceNow is a great product because you can do almost anything with it. On the flip side of that, it's kind of horrible because you can do almost anything with it. The more you customize stuff, the more effort there is in upgrading to see what isn't getting upgraded because you've customized it and then to work out what you have to do.

My advice would be to do it, not knowing obviously what their ITIL processes are beforehand. I would say, "Get ready to ride the roller coaster," because, like I said before, you can do almost anything with it, which is also a downfall because when we started we were doing just incident change and problem. Now we're doing incident change, problem, project, self-service portal, CMDB discovery, service mapping, even management. It grows exponentially. You have to try to keep up with all those pieces.