ServiceNow Reviews

We primarily use it for change management and incidents. We get the greatest value from our change management. We recently moved to ServiceNow from HP Service Manager about two years ago and it's been leaps and bounds just better than what we had before. We're able to do our approvals, automated approvals through email, through other means, and it's just made everything so much more smooth.

We found because we're working on an internal cloud solution right now, we found that being able to integrate with other solutions it's been so great because we're able to use the APIs and web service calls to integrate with SCCM, Microsoft's orchestration tool and we're just been able to find that it's so versatile in working with other products and it's made everything so much easy.

The only complaint that I would have is just the interface itself is not always user friendly. We get some complaints from users that they don't know exactly what all the features, all the fields mean, and what they're used for. I guess I want it to be  a little more user friendly.

I wasn't really involved in the installation of it. I'm more on the admin side so I can't really speak to that.

We do our maintenance updates about once a month but we haven't really had any downtime at all since we've put it in place. We recently went through an upgrade about a month ago, a couple of months ago, and there was no issue, there were no issues at all.

We haven't really had to do that yet because it's fairly new in our environment we haven't really had to scale it yet. We're basically using the same infrastructure that we put in initially.

Upgrades are fairly easy. Like I said, we don't have any real issue when it comes to updates and maintenance and things like that. I would say we haven't really had any major downtime incidents since we've had it in place.

I think getting your support team involved early on so that they understand how the process is going to change from whatever they're currently using is a big key. We had some growing pains initially going from one system to the other, but getting the support team involved early on in the process would be very beneficial to anyone that's moving forward with ServiceNow.

As an integrator, I think that what I like the best about ServiceNow is the flexibility that it gives me as an app writer, or a third party developer who can come in and integrate their services into ServiceNow. I think the flexibility and the ease with which I can do it is the best aspect for me. I think it's the way it's architectured. I think it's a very, very, well architectured platform, and that's the strength of ServiceNow. The platform which they architectured in a way which is very open, which is very customizable, which is very flexible.

Cloud is the way to go, and SaaS is the model that is being adopted. It's cutting edge technology with tons of languages which ServiceNow is coming with, and that's what we use. At least from our perspective, there's a lot of similarity in the ServiceNow platform and our platform. We've tried to integrate with other people but it's been very, very hard because they generally are a very closed system that's very difficult to integrate using their APIs or exposing our APIs. With ServiceNow, it's very easy to do that and with the kind of custom APIs that ServiceNow has, especially in the employee space, I think that's a win-win situation for us to be on ServiceNow to actually target these customers. I think that gives us a tremendous amount of value.

I'm not an expert ServiceNow user, as we've only used it for our integration with them. In fact, I have not really come across something that I would say is a problem because I've worked with other people and it's certainly better than that. There always is scope for improvement, and I think most of it is targeted with their Helsinki release. The UI, the UX, the click and drag options to do certain things, it just adds to the more modern feel on the platform.

Since I work mostly on the application development side and I know they're focusing a lot to bring that up. Still there are a lot of restrictions, what developers like to see in an environment they're developing. Such as: you've made a change, I've made a change, can I compare and merge what the change is since we are both developers? I don't have that, I do see what's going on but I don't see. When I have ten developers, it's kind of a little challenge to see who's written what. So there are commercial grade application tools, and I understand ServiceNow is not an IDE, they're not a platform which was built as an IDE but I think that's one idea that if they enhance where I can actually keep track of who's doing what and can I merge two files, can I discard changes from his file and just keep my file? Those kind of changes would really help.

With those of whom I have spoken to as ServiceNow admins or those who manage ServiceNow for the company, they've found it relatively easy just to manage it and from a stability perspective and from a scalability perspective I think it's stood up really well.

It's been able to scale for our needs.

Most of our customers that we go to already have ServiceNow deployed. They have a team that manages it so I don't know how difficult or easy it is for them but they did give us an environment to work on and I think that's where we come in as an integrator with our product on it. If your question is specific to ServiceNow I really wouldn't know whether it's a problem for them to manage it or upgrade it.

There are other commercial products out there, there are home grown systems out there, but they're not architectured to be extensible. They're not architectured to allow people from outside to come in with their offering and say, "I can marry my offering with yours and this is what it looks like". They just don't have that capability so we'd really have to behave like two separate systems even if we offer that service.

First of all, I think you have to really think if ServiceNow is a fit for them. As long as they can define what they're doing and somehow link it to service, because ultimately it's a service. In fact, doing any kind of service then this is the platform to go with because this is a platform that can fit into your business processes rather than trying to change your business processes just to use a platform. The benefit comes from the fact that, are you trying to provide a service and is that service very specific to your organization and does your organization work in a specific way. If it does then this is the platform to go with because now you can tune the platform for your business rather than trying to change your business to somehow use the platform you know. So I would suggest that.

The flexibility of the product in regards to configuring and customizing it to meet the company needs within a few clicks.

The ability to quickly customize and configure integrations for a centralized source of information has improved automation capability and overall SLA improvement.

The configuration capabilities of the end-user facing portal, although this issue is due to be addressed in the next release.

I've used it for four years.

No issues encountered.

No issues encountered.

No issues encountered.

8/10 - the vendor used to be really good, but with the massive growth of product use it’s deteriorated.

4/10 - the vendor used to be really good, but with the massive growth of product use it’s deteriorated.

We previously used BMC Magic, Remedy, and CA ServiceDesk, but their lack of flexibility moved us to ServiceNow

It was very straightforward.

We utilized a ServiceNow partner, and we they were fantastic overall.

It's positive but I don't have anything specific.

It’s higher than most, but the licensing is $X/User/Month, so try to limit the users working tickets. The submission & approval parts do not require licenses.

Ensure you have basic processes in place instead of having the tool guide your process. Within ServiceNow, the saying is “The good and bad side of ServiceNow is that you can do anything.” So while you can customize everything, I recommend streamlining as much as possible.

I mostly use it for change management.

Change management is most valuable.

The interface can be a bit more intuitive.

It has been in the company for quite a while. It's not new at all. 

I've been using it on and off for about eight or nine years. I work with this solution on almost a daily basis at this point, at least three times a week.

I find it to be very stable.

I'm not in a good position to give a judgment on its scalability, but in terms of its usage, because it is a ticketing system, it is used for all the incidents. Our service desk uses it primarily to issue tickets, requests, changes, and so on. There are about 15 people who use it very regularly for those types of purposes. It is being used extensively.

I never had to get in touch with their technical support.

I wasn't here when it came online.

I would rate it a seven out of 10.

I use it for incident management. For the part of the business I'm in, it is used for end-user incident management. There are other parts of the business where it is also used for customer data collection or customer engagement data collection.

Remote access is most valuable.

It needs a more intuitive interface for identifying issues. A bit more natural language processing or something like that would be helpful in understanding my queries.

There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration.

I have been using this solution for at least five years.

It is stable.

It is scalable.

We had minimal tech support.

I am using it in a managed IT environment. As far as I know, it was satisfactory, but our department manager would know more.

I would recommend this solution because I make good use of it. I would rate it an eight out of 10.

My primary use case of this solution is for tickets.

ServiceNow has helped us a lot because it helps us track our tickets, and rather than having to take notes of changes and updates, we can access all the information with a TP number.

An area for improvement would be the accessibility of downloaded and compressed files.

There are no issues with stability that I know of.

I found the initial setup to be straightforward, and it should be relatively easy for anyone to navigate it with a little help.

ServiceNow is close to perfect, it delivers exactly what is needed in terms of keeping track of information in our records. I would give it a score of eight out of ten.

One stop shop: All requests for support, new items, changes and anything else can be done in the portal, flexibility of service. Requests can be done directly from the portal.

• Your selected platform, for managing and consolidate ITIL Processes, HR, PPM, CSM, and any new enterprise app you want to build on the platform.
• Set of pre-built ITIL processes as well as a platform that can be used to build a variety of custom business applications.
• The process flexibility - it's very easy to customize and build off of.
• Easy to integrate with third-party applications.
• Customized Dashboard as per user requirement.

It's missing monitoring capabilities.

Stability is assured by the vendor. No issues found so far.

Easily scalable as the vendor assumes availability at all times.

Quick, friendly, and efficiently responsive customer support.

Compared to other ITSM platforms, ServiceNow is by far the most agile, robust, and scalable platform.

It was very straightforward and to the point, since it's very intuitive and easy to deploy.

The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.

Integrations: ServiceNow is an open platform that come with out of the box integrations API, but if you really want a deep business process integrations of ServiceNow with JIRA, Salesforce, Microfocus, BMC and others, we recommend https://www.zigiwave.com  read more in the blog post here: https://zigiwave.com/how-to-integrate-jira-servicenow-in-less-than-2-minutes/

I use ServiceNow for analytics, but my team uses it for incident management. Those are the two most valuable things that we use it for.

I'd like to see improvement in their mobile space just because that's certainly my priority. I'll also like to see improvements more in their reporting in analytics still. I think they're getting there, but I'd like to see a little bit more from what they have right now.

We've been using ServiceNow for two years.

Perhaps we only had one issue that I can remember that we had a downtime, but other than that it's been very stable and very consistent.

It's still to be determined. In fact, I need to find out if it scales specifically for mobile devices. We have thousands and thousands of mobile devices out there around the world, and so we're trying to see if we can implement ServiceNow to scale to that number.

It was implemented by our engineering group, so my supports go straight to them. My understanding is that our solutions manager owns the product. My understanding is that he gets good support from ServiceNow, but direct support from ServiceNow, I don't directly do that. I go through our engineering group for that.

We were using HPE Service Management, but it was cumbersome. It was really not user-friendly. ServiceNow helped us, plus added value of workflow. We use a lot of workflow as well. We use that. That was the greatest value for that.

I didn't set it up for our organization, or I think my team didn't set it up, but for our instance for our group, it was seamless. The migration of data has been seamless for us as well. At least, that was our experience in our department. There's multiple departments, it's my organization. The data, the which one was the biggest one, transitioning from the old HPSM to the ServiceNow has been consistent and very good.

I recommend the product and I think there's potential for it. For the features that we have now, it's been day and night difference from what we've had.