ServiceNow Reviews

• The way it can integrate with other applications.
• How it can be a central hub for anything we need to do
• The fact that it's cloud based. That's huge for us.

It'd be nice to maybe have some help features or some nice how to's to where if you need something, this is what you do. If something broke, this is what you do. Have that more readily available and more straightforward.

I've personally used it for about a year.

I haven't had any problems. No latency. No issues.

I believe so. We're going to use this as our central point for so many things.

Very knowledgeable and very quick. The questions that we've had to have, or issues that we've had, we've had them answered extremely quick. I'm very happy about that.

We're slowly integrating it. They're still using Heat for incident management. They had nothing for project intake, for onboarding, or service requests so we're bringing those on now as well.

Our initial setup was not the best. We had some issues with it with the company that implemented it for us. We're with a different company now and it has been just fantastic. They've taken us through the whole thing, they've helped us out and they've worked with us step by step.

I would highly recommend it. I would say first thing you need to do is sit down and figure out how you're going to start with it and then, where do you want to expand from. Obviously, you don't want every module to start with. Start off with what's your biggest need or what's the easiest to implement and then go from there.

The ability to manipulate or customize all of the underlying structure.

That's a really hard question because their target audience is so diverse. They've got everything from medical to university and everything in-between. For me personally, I would say all these new features, these new things that they're doing are awesome, but I want documentation on what they're doing on the underside, what they're doing behind the scenes. I think I'm honestly in the minority with that. I think most people want to just get some admins and have them be able to do everything that a developer can do. I would say as far as marketing or sales, I would say they're probably going in the right direction. Enabling the admins to do more and more and more, while locking down, so they don't muck around and screw stuff up.

I've used it for four years.

It doesn't crash. They have a terrific up time, but I would expect that when you have four redundancies, that goes without saying. I would say that for the things that I like to do, which is muck around in the underlying, I would say that it's going downhill.

The most recently released Geneva locked up a bunch of stuff. A good example is UI16. There's a bunch of stuff that's undocumented and it's locked away. It makes it very hard to get to. I would say that's a definite negative.

As far as I'm aware, it scales beautifully. You just throw another stack or two or 20 at it and off you go. We make a lot of custom apps, custom modules, which is why I muck around in the underside. As far as that goes, for scalability the sky is the limit.

They're a funny group. I've never had a ticket that I've submitted to support that was answered by the initial person that received it. It usually ends up going to their tier two or in some cases, the developer. I don't know how to answer that question because the questions I ask are very hard. I've been doing it for a long time. I'm sure that the support team is fantastic for someone that's new to the product or hasn't used it before but for me it's a bit of a rigmarole.

Actually, it's very complex. Usually, you're doing it with a partner. Most institutions have partnered with someone to help them with an implementation. How well it goes is usually on the implementation engineer or their team's shoulders. I have gone through an implementation that was just horrific and we made it work. I've seen implementations that go fantastic. You just turn a key and there it goes. I would say it really depends on the quality of your implementation engineer.

I would ask about the use case. What are you trying to solve? What are you trying to do? Then I would advise based on their feedback provided and their budget. Some budgets are very small and I don't know if they would work with this solution.

For me, the most valuable feature is the platform aspect - the ability to create custom apps and even tailor the existing ones to your company's needs. Each organization is a little bit different. We all do ITIL. We all speak ITIL, but ITIL can mean different things in different organizations, and that's really the core power in ServiceNow is you can make it what you need it to be.

I think that the biggest benefit is the ability to consolidate apps. For example, my background is actually in maintenance, so we would have three, four, or five different applications that we had to use for just performing routine maintenance on equipment. ServiceNow allows you to consolidate those apps into a single platform, so you can consolidate your skillsets. You've got a few developers that know the ServiceNow platform. Now those few developers can help you build and maintain all those apps rather than having different skillsets across.

The big area of improvement that I see is in the licensing model for the CreateNow app. There are huge opportunities. Right now, ServiceNow is still largely consolidated primarily to IT. They started expanding to HR. They've started expanding to legal, but developers like myself, I've got lots of ideas for apps. As I said, my background is in maintenance, so I see the opportunity for the platform, and we really need to get the CreateNow licensing simplified to a way that even ignorant little old me can figure out.

I've been using the platform for four years.

Honestly, I've been extremely impressed, especially as time has gone on. I was on the platform before the high availability came around, and so I want to say it was Knowledge 12. I was actually working for a company on the IT operations desk using ServiceNow. I was in the middle of a session and got called out because ServiceNow went down, and even before high availability, we had a backup pretty quickly. I was able to go break back into my session and get back to it, so now, with high availability, I can't recall a moment since where I have actually seen an instance truly down where the instance itself was down.

There have been problems with applications, but even then, we've hot-patched on the fly to fix issues. It's just so agile at getting back to operational.

I think that's part of the problem is that the common answer whenever I'm asked, "Okay. Well, if we do this, how much is it going to cost?" My response to the client is usually, "You're going to have to talk to your ServiceNow sales rep." For a company where so much is based on that, that quick response, jump online, get your service, get the services you need right away, it's a little frustrating sometimes when you're dealing with the licenses, and it's like, "Wouldn't it be great if there was a service catalog for this?"

My advice would be if you're looking, trying to bill, or looking to go with a single niche app and you just want to spend it off and go with it, then by all means, pick whatever app you're looking at. If you're looking for something that you can bring into your organization to be more than just a single purpose, if you are looking to truly transform your organization with the tools that you're using, ServiceNow is the go-to.

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.

We use it for incident management and service requests.

It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform. It enables faster communication and turnaround time between the parties, which was previously challenging through phone conversations. The requester can check with the online representative and capture relevant information in the email for seamless communication and documentation.

Its service level management and comprehensive service catalog are very beneficial. The solution focuses on utilizing a clear network to document the service request item catalog, allowing for efficient capture of requests and prompt response. This feature improves customer experience by providing a user-friendly platform.

I would like to see further integration of the automation workflow with robotic process automation that would streamline processes and improve productivity.

I have been working with it for ten years.

The platform is developed specifically for IT service management and offers a range of enhanced features. I would rate it seven out of ten.

The scaling abilities of the solution are good. They are influenced by commercial factors and the efficiency of quickly reaching agreements for extending the platform's functionality. I would rate it six out of ten.

I am satisfied with the customer support and service provided.

Positive

The initial setup was not that complex. The main challenge in setting up the solution lies in the implementation process. There are many difficulties in adapting the workflow and approvals to align with ServiceNow's functionalities. Customer preferences and the need for customization may result in complicating the process further. Having a thorough understanding of the system is crucial for efficiently configuring the platform to meet customer requirements. I would rate it seven out of ten.

The deployment was divided into phases. The duration of one was a month and a half, and the other one was about six months. The entire deployment process took around two years by a team of approximately ten to fifteen people, including the implementers and the users.

It is not a cheap solution. I would say it is moderately expensive, ranging from six to seven on a scale of ten.

It is important to adopt the designed process for the platform rather than customizing or slowing down the platform to fit existing processes. That enables the utilization of the features effectively, including the ability to rate and provide feedback on the sweepstakes. Failure to adopt the designed process may result in difficulties with future upgrades and enhancements. Overall, I would rate it eight out of ten.

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.

We primarily use the solution for IT Operational Management.

Everything about the schema, including the design of ServiceNow, is great. 

It's scalable. That's what attracts me most. 

You can configure it to fit your client's requirements. You can extend your functionalities, and then the workflow.

The stability is very good.

It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue. 

For the customer it's expensive. 

I've been using the solution for seven years or so. It's been a while. 

The stability is great. There are no bugs or glitches. It doesn't crash or freeze. 

The solution is scalable. It's easy to expand if you need to. You can use it no matter the size of your organization - from small to large. 

We haven't had any issues with technical support. We are satisfied with the level of service on offer. 

The initial setup is excellent. There are no issues dealing with the implementation.

It's very expensive, and if care is not taken, competitions can quickly come and take over the space by offering better pricing.

We use both cloud and on-premises deployments. 

I'd rate the solution at a ten out of ten. They're doing what you need to do. They provide a roadmap, which is good.

Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech-savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile. 

ServiceNow's mobile app should be seamless and it is not right now. Whatever I'm able to do through a laptop or a browser, I should be able to do via mobile. That would be a big advantage. 

I have been using ServiceNow for more than a decade. 

ServiceNow was designed entirely on the cloud from scratch and its competitors like HP and BMC are trying to catch up to it now. It has a beautiful interface and a single system of record. 

If you are just starting to use it now, take baby steps first. Then, when you understand how it can fit into and benefit your business, implement bigger changes.