ServiceNow Reviews

We began by providing internal and customer advisory services, focusing on ITSM. We replaced products from IBM, HPE, and BMC, migrating customers to the ServiceNow ITSM platform. In some cases, we also transitioned customers to ITOM after stabilizing the ITSM product. This initiative started around 2015 and continued into 2016 and 2017,

ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform. 

Subsequently, we integrated HR, cybersecurity, and other teams into the workflow for employee onboarding and offboarding. The system proved particularly beneficial for managing employee movements between projects and departments. 

In incident and problem management, we find ServiceNow's ISO compliance features to be highly valuable. The system manages the entire process, ensuring compliance with ITSM standards, and providing a complete audit trail that is useful for auditors and certifying authorities. Another significant benefit is the integration capabilities of ServiceNow's IT workflows.

ServiceNow's ease of use allowed us to establish numerous shared services. Various critical transactions, as well as routine service requests and queries, were migrated to the shared ServiceNow platform. This transition freed up resources in HR, finance, procurement, and IT administration, enabling our staff to focus on more meaningful tasks.

The tool's ITOM products are useful. 

The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models.

ServiceNow has been deployed in both on-premises and cloud environments. However, the cost of using ServiceNow, especially for IT Operations Management is high. This expense has led customers to explore alternatives such as Freshdesk or other products in the market.

I have been using the product for ten years. 

I rate the tool's stability an eight out of ten. One challenge with ServiceNow is occasional failures and availability issues, although they are rare. In case of critical operations being impacted, there is no recall available.

I rate the solution's scalability a nine out of ten. 

The tool needs to improve its documentation and the providers need to stay updated with all the offerings. The certification process of service providers should be reviewed as not all of them are up to date with ServiceNow offerings.

Neutral

I rate the product's deployment a six out of ten. Its deployment depends on factors such as the customer's existing backend setup and the organization of their data. For a fresh implementation, it can be fast and straightforward. However, if data migration and the creation of custom workflows and integrations are involved, it can take longer.

I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term.

The solution is suitable for enterprises. It is not advisable for small and medium businesses. The tool comes with a developer's toolkit which offers integration possibilities. It goes beyond traditional IT functions, becoming a business solution used across various departments. With its development capabilities, ServiceNow facilitates applications in core functional areas, such as operations.

ServiceNow is good for many types of business needs and is better than older products. However, it faces tough competition from newer platforms. ServiceNow keeps getting better with new features, but its value may change. Automation is easier now, and people who use it are more familiar with technology.

I rate the overall product a seven out of ten. 

The most valuable features of the solution are the ease of use and the sensor for ticketing systems. In terms of the reports generated out of the metrics, specifically operational metrics, along with the dashboard, are very good in ServiceNow.

From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience.

I have been using ServiceNow for four years. I am a customer of ServiceNow.

I have had no issues with the tool breaking down or bugs. Stability-wise, I rate the solution an eight out of ten.

I had no issues using the tool's scalability feature. Scalability-wise, I rate the solution an eight out of ten.

In our company, we have formed an in-house ServiceNow support team to help us.

I have no experience with other solutions before ServiceNow.

The product's initial setup phase is a bit technical in nature.

The solution is deployed on the cloud.

The solution can be deployed in six to twelve months.

My company has a dependency on ServiceNow partners who can be part of the implementation process.

To those who plan to use ServiceNow, I would say that it is always good to use the system for case management. ServiceNow is a platform that allows a company's customers, including the employees and stakeholders, to connect with the services revolving around HR or digital technology.

I rate the overall tool an eight out of ten.

We use ServiceNow for configuration management. We're currently setting up the CMDB as well as the help desk.

Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do.

The biggest complaint I have is that the ServiceNow search engine is not very robust. The term has to be typed correctly. It has to be exact. For example, if you misspelled a term in Google, it will give you suggestions indicating that this is what you may have been looking for. ServiceNow does not do that. I would like to see something like that. It would make it a lot better and a lot easier to use.

I've been using ServiceNow in total for about four years.

The solution has not gone down yet.

So far, the scalability has been very good. We have not run into anything that we can't do yet.

We hired a company to do the initial deployment.

My advice would be to have a good plan to start with. There's a lot you can do with ServiceNow. Therefore, plan out what you want to do, and then you can always revise your plan. Don't go in there blind, but know what it can do.

On a scale from one to ten, I would rate ServiceNow at eight. I'm very satisfied with it, but there's always room for improvement.

Many organizations use this solution for event management. They integrate their monitoring systems with ServiceNow for events and incidents. ServiceNow is also used for the automation of tasks such as the launching of AWS or Azure.

Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data. 

ServiceNow is a platform you can use to build an ecosystem. It will help your finances models and can be used for ITSM and ITBM.

I have been using ServiceNow since 2010.

This is a stable solution. 

This is a scalable solution. 

This solution offers good customer support. If there are any issues, their engineers will guide you on how to solve it.

Positive

I am an expert and know how to gather requirements and complete implementations. The initial setup is not complex but someone who is new to this technology, may need assistance from an expert. The time it takes to deploy the solution depends on an organization's requirements. If they want to only implement event management, the timeline would be shorter.

We required an internal architect for implementation and one project manager to maintain the solution. We needed four ServiceNow senior developers and a ServiceNow QA for testing. For a bigger organization, you would need six people. This depends on the number of completion items. If you are using between 100 to 200 completion items, it is easier and you may need fewer people for installation. If you have more than 40K completion items, you would need six to 10 people. 

We have seen a return on investment within three to six months when using this solutions. 

The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices.

You cam purchase ServiceNow for approximately $60 along with one additional day environment, one pro and one day. The ITSM license will be calculated based on the end user and is free of charge. It depends if you are purchasing the enterprise ITSM or standard ITMS. Once you connect with the ServiceNow account manager, they can explain exactly how this will work for your business. 

Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it. 

I would rate this solution a seven out of ten. 

I have two primary uses of ServiceNow:

1. As our ITSM Platform for providing Application Managed Services (AMS) to Enterprise clients who have solutions on Oracle, Workday, Coupa, and ServiceNow.  NOTE: Other groups within my firm also use ServiceNow to provide IT Service Management to clients on Microsoft, SalesForce, and other major vendors.  We have multiple production instances for delivering Service Desk support to various client install bases, including this one for my above mentioned AMS business.

2. As the ITSM platform for our internal, global support framework. This is a separate instance of the one I use for my UK clients and is 'owned' by our US member firm. Said US firm uses this instance to support not only our internal global Management Consulting business but also to provide AMS to US-based external clients.

ServiceNow has enabled us to rapidly deploy Application Managed Services for new clients, with the ability to configure, extend, and tailor our ITSM Platform to meet individual client needs. ServiceNow's multi-instance model helps enable that flexibility. For example, we recently took on a new Workday client by modifying our ServiceNow instance (configurations and workflows) within 5 months, with successful go-live afterward.

ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations.

ServiceNow's Customer Service Management (CSM) Pro & DevOps modules in particular - including ServiceNow's strong interface APIs (to Jira in particular in my case) - have allowed us to:

1. Automate some of the more menial tasks while accounting for our need to develop 

2. Deploy a lot of new features and functionality that get continuously and rapidly introduced by the major vendors via their regular upgrades (e.g. Oracle 4 times per year, Coupa 3 times per year, Workday 2 times per year, etc.).

There are no outstanding gaps or deficiencies that I face at the moment for my business or operational needs. That said, I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules). Our AMS business will benefit from further automation of the more mundane tasks as we continue to develop the platform's configurations - including the streamlining / automation of our change control workflow for faster deployment (critical when tackling the very frequent upgrade cadences of Oracle, Workday, Coupa, etc.).

4 years

Very stable so far. I have yet to experience an outage of any of the ServiceNow instances my operations/teams use.

Scalability is good on the production side. It could be better performance on some of our lower environments, notably UAT for our global support estate - although I suspect that is partly down to how our Dev team manage their workloads and the access set up they have (too many users floating in/out?). I have not called for an audit however, so my view here is not qualified.

Minimal need for support - from my personal vantage point - and for the few times we have needed support, the turnaround time and quality of support has been good.  No complaints.

We used Jira initially for our internal Help Desk platform, but it fell far short of needs for the underlying service management workflows we employed.

I entered into already established estates, so was not exposed to the efforts in setting up the ServiceNow instance sets.

All has been in-house. We have full capabilities, as we do service implementations of ServiceNow for our clients and have invested in having internal development and support skills/capabilities.

We moved directly to ServiceNow for two reasons:

1. It was already the production ITSM platform for our US member firm who was given the (internal) contract to support our global management consulting business; and

2. We knew from our multi-year use of ServiceNow for (a) delivering IT Target Operating Model digital transformations to clients AND (b) delivering our Application Managed Services to external clients that this solution would easily meet our ITSM requirements.

I work in the compliance department at my company, and we use ServiceNow to manage our team members' tasks.

ServiceNow helps us deliver projects on schedule. When we start a new project, we share the deadlines with the various team members, and they perform their assigned tasks. 

I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows. 

We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards.  

I have used ServiceNow for a month and a half.  

I rate ServiceNow nine out of 10 for stability. We haven't had any downtime except for platform maintenance and upgrades. 

I rate ServiceNow 10 out of 10 for scalability. ServiceNow is a highly scalable platform that can work for large enterprise. We have around 1,000 employees, and we use it heavily. Scalability is never an issue. 

We previously used Jira and Monday. Monday is user-friendly and interactive. It's more appropriate for beginners. ServiceNow is better for professional teams who have some knowledge and experience. Monday is accessible and intuitive. It's easy to create dashboards,

I wasn't part of the deployment, but I believe it was straightforward because ServiceNow is a cloud-based application. The initial planning took about three months, but the deployment only took one or two weeks. 

I rate ServiceNow eight out of 10. It's too expensive. 

We're currently considering Microsoft's SharePoint portal.

I rate ServiceNow seven out of 10. ServiceNow is better than competing solutions we've used like Jira and Monday.com, and they're working hard to improve organizational processes. They're doing a great job. I would recommend them. Their technical support and deployment team are better than the solution itself. They understand how to refine processes to help you perform better. 

The solution has greatly enhanced our organization's ITSM processes. ServiceNow provides quite good insights about what is happening in the organization. I haven't seen any other products with the kind of flexibility and customization you can do with ServiceNow.

Putting some custom scripts into ServiceNow is easier than any other product. ServiceNow has a lot of out-of-the-box connectors. If I want to create a ticket using Microsoft Teams that has an out-of-the-box connector, I can directly integrate ServiceNow with my Microsoft Teams. I can go ahead and create a ticket there, update that ticket, and close it.

The most valuable feature of the solution for our workflows is mostly related to the experience part of it. Not everybody has to log in to ServiceNow to see its status. Most of us often use Microsoft Teams for collaboration. We have chatbots available that we can use to see the status of our ticket, and it gives the response immediately. The support team does the ticket updation in Microsoft Teams itself.

During a crisis or major incident, the team opens up a Teams channel where they can diagnose and resolve the issue and then update the ticket from the Teams' console. Nobody has to log into ServiceNow and keep switching between the multiple windows.

The solution’s pricing is expensive and could be improved.

I have been using ServiceNow for seven years.

I rate the solution a nine out of ten for stability.

More than 1,000 users are using ServiceNow in our organization.

I rate the solution a nine out of ten for scalability.

The solution’s deployment time depends on my customer, but it typically takes around two to three months. A team of four to five people, including architects, developers, project managers, and SMEs, was involved in the solution's deployment process.

ServiceNow is an expensive solution. Users can pay monthly or yearly licensing fees for ServiceNow.

I rate the solution's integration capability a nine out of ten. ServiceNow is deployed on the cloud in our organization.

I would recommend ServiceNow to other users. ServiceNow is the best product for large enterprises looking for a total landscape transformation to get the best out of the system and the best single source of records.

The solution's automation capabilities helped us greatly reduce our team's manual tasks. ServiceNow's reporting analytics tool is quite insightful, and you can do a lot of customization around it. The reports can be sent automatically.

Overall, I rate the solution ten out of ten.

Primarily, we use it for our service desk and IT help desk ticketing. We also have the PPM module. ServiceNow is our main PPM platform at the moment. We use the Idea Portal for project requests, and we are also in the process of installing the financial module. We're using the latest version of ServiceNow.

It has improved the way in which projects are requested and assessed. We used to have two forms that PMs used to send out. We had a committee that would say yes or no and allocate the resources and the time for the project. PMs used to bring the forms, and I used to go through them with the committee. With the Demand process, we have been able to automate that. We now have what is called a Demand Pipeline. PMs still come and present at the committee, but everything is easier to track now and automated. We go through the process of the demand and then turn it into a project, which I find very useful, at least on my end.

It does exactly what I need it to do. I report to the CIO and senior managers for the overall projects. It is great for me because I can show them fancy graphics and makes my life easy.

The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting.

It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way.

They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more.

I have been using this solution for about two years. 

It is a great product. I haven't had any issues with it so far, and it has been working well.

It has been really good for us. For portfolio and program management, which is my area, ServiceNow is my go-to place. It is only the agile module that people aren't using as much because they're used to Jira. We kind of allow our project managers to use whichever product they want for their project management.

We are adding modules as we proceed. The financial module is coming soon. We already have the Service Portal deployed, which is being used. We are also looking at doing a service catalog type of thing.

We are a large organization, but ServiceNow is mostly being used by our IT. Our user base is around 300. We have one admin.

I haven't interacted with them.

We used to use Planview, and we moved to ServiceNow to incorporate one platform for everything. It also made a lot of sense financially. We were at the end of our contract, so we decided to go for a new solution. It took us some time to deploy it, but overall, it works better for us. It has good metrics.

It was pretty straightforward. It took about three months. We had to migrate our former projects from Planview PPM. It wasn't hard. We just had to make sure that everything was in there.

We worked with a third-party company to get things set up, and they were experts in those areas. They were fantastic.

On the PPM side, I am quite satisfied with what is there. Apart from submitting tickets, I haven't used the ticketing system to its full functionality, so I can't really comment on that. We are quite satisfied with the tool. Its out-of-box reporting is quite balanced. We didn't require much customization when we deployed it. We did some customization, but we tried to stay out of the box as much as possible to make things easier for us. It has been working really great out of the box.

If you have no experience in using it and if you are just deploying it, not migrating from another solution, it should be pretty straightforward. With a little bit of training and help from ServiceNow, it should be up and running in a couple of days. If you are doing a large-scale migration, as we did, I would probably recommend using a third-party contractor.

I would rate ServiceNow a ten out of ten.