ServiceNow Reviews

We use this solution mostly for ITSM, but we also have customers who use it for customer service management and item discovery.

The features I found most valuable in this solution are usually also found on other platforms like the Visual Task Boards.

For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. That's one of the perks of ServiceNow. Other perks include the Visual Task Boards and the Virtual Agent. ServiceNow also has the Workflow Engine which works very well and is very intuitive. Some of the development tools give you a lot of freedom in terms of changing processes. That's what we like.

This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe.

In Latin America which is the geographical region we work in, it's not very useful. Some of the customers are more interested in other solutions. Sometimes they put aside ServiceNow because it is focused on the needs of the customer base in Europe and the US. This is one of the disadvantages I see.

Another disadvantage is the level of maturity that the customer has to have to get value from a solution like ServiceNow. The customer needs to have a great level of maturity. A company that is starting its journey with ITSM wouldn't find ServiceNow very useful, because sometimes there's a considerable amount of code you need to know to be able to implement ServiceNow. This will depend on the complex needs that a customer may have, for the customer to find ServiceNow as a useful solution. Depending on the level of maturity they have, they would need that amount of customization. I don't see the need for coding as a problem. The problem I see is that the level of maturity that the customer needs to have is high.

There's quite a lot of features in ServiceNow. Currently, we haven't had any sort of need that ServiceNow and the features that they already have, don't resolve. There's no feature that I can think of right now that I'd like to be added in the next release.

There are some guidelines that ServiceNow has that automate the implementation, but they're available only for ITSM and ITOM. It would be good if those automated guidelines are also made available for other ServiceNow solutions like customer service management, configuration management, and asset management.

Another area for improvement is the lack of clarity in terms of how this solution is licensed. It is usually very complicated for customers to know how they are being charged for the licenses that they consume. In most of the ServiceNow solutions, this problem is persistent.

There might be some bias because we are ServiceNow partners and we're also Freshworks partners. We're not users. We're partners. We implement both solutions for customers.

We used cloud-based deployment.

We've been working with ServiceNow for quite some time.

I evaluated BMC.

Some of the customers are interested in Acquire when they think of ServiceNow.

My advice to others looking into implementing ServiceNow is for them to really know what the objective of the implementation is: what they're trying to fix and what problem they're trying to solve. They have to be very conscious of these things because if they are not, the solution may not be a good fit. It's going to be too big of a problem to solve. They need to have a high level of maturity to get everything they need from a platform like ServiceNow.

I'm rating this solution a nine out of ten.

We use ServiceNow for our internal IT and end-users. When I first started with it, I was simply a user. I've now started to manage the functionality, as well.

Very soon, we will be upgrading to the Paris version.

The most valuable features are its ease of use and capabilities.

ServiceNow is a pretty versatile product.

It is robust and very user-friendly.

I would like to see more functionality in terms of custom workflows, not impacting the overall platform health.

I have been using ServiceNow for between four and five years.

This is a really stable solution.

It is possible to scale, as needed.

I have not had direct experience with technical support, but they have been very helpful for us.

The initial setup is quite straightforward. Ours is a pretty large implementation, so it took approximately two weeks. This was due to the complexity.

This is a pretty expensive product, so the licensing could be better.

This is a product that I absolutely recommend. My advice is to use as much of the out-of-the-box functionality as possible.

I would rate this solution an eight out of ten.

We primarily use the solution for ITSM record catalog incident problems and Service Level Management.

The product is very robust.

The solution offers very good customization. I can make very strong chains and format excellent business rules.

The pricing of the product is quite good. It's not too expensive.

The setup is very easy.

The customer service management is the grown product. INow I don't have much skill, but I think that could be an excellent complement for ITSM.

We've been using the solution for four years at this point. We have a bit of experience with it.

The product has very nice stability. We haven't had any reliability issues. There aren't bugs or glitches. It doesn't crash or freeze. It works quite well.

I've found the scalability to be good. If a company needs to expand the product, it should be able to do so without any issues.

We have about 80-85 employees on the solution right now. They are mainly supervisors and agents. Currently, we are at capacity for the upcoming year. Beyond that, I'm unsure as to if we will expand usage in the future.

Technical support is okay, however, sometimes it takes time to get help. Our hope is that, in the future, they get even better at assisting their clients.

Although I am aware of other solutions, such as RemedyForce, currently we're using this product and we don't plan on changing any time soon.

The initial setup is not overly complex. It's quite straightforward and very simple. We didn't have any issues.

Our deployment took about four to five weeks in total.

I'm not exactly sure how many people in our organization actually handled the deployment or cover any maintenance required.  

We did not use an integrator, reseller, or a consultant for the deployment. We were able to handle the process ourselves.

The pricing is fair. We get good value for how much we pay. It's not overly expensive.

That said, I don't know the exact pricing of the solution. It's not an aspect of the product that I handle.

I'm not sure if the company looked at other options before choosing this product.

We're both a customer and a reseller. We use the solution in our offices in Paris, Madrid and New York.

I'd recommend the solution. It's very easy to implement. The deployment is much easier compared to other solutions.

I'd rate the solution at an eight out of ten.

We use it for ITSM and custom applications for the physical workforce.

The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation. 

It should have more artificial intelligence for business and work capabilities.

The community is not so active. There must be initiatives to make the community talk more and share more information.

I have been using this solution for seven years.

It is very stable.

The scalability is very high in the area of the application. You can have even 10,000 users, and there is no problem with scalability.

Their technical support is not so good.

It has a medium difficulty level. It is not straightforward, and you need experience. If you are a beginner, it can be a very big problem. If you are experienced, it should not be a problem. 

It takes a couple of weeks to get it fully going on the platform.

It is very expensive because it is a big organization. You have to pay for additional things.

I would rate ServiceNow an eight out of ten. It is overall a very good solution as compared to other solutions in the market.

Our primary use cases are for service management, incident, change, problem, asset, and lifecycle. The system was build and integrated to SAP as a backend ERP?CRM system. This made integrations and choices in functionality complicated. However, by replacing Symphony as a rather internal orientated system, ServiceNow gave us the benefit of tight customer integrations by means of the web-based portal, which is a user-friendly interface to use and actually helps speeding up incident handling by improved communication and information sharing.

It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents.

Because we first redesigned our internal and external processes we were able to effectively roll out and implement ServiceNow, sequentially per workflow, and put the lessons learned in earlier implementations to work for us. Overall is has improved service management on CSM.

There is one platform and many solutions. Workflows are well designed and robust. All user screens have the same look and feel, helping to understand the logic of the supported workflows. Integrations to third parties are strong and build on on off the shelve API integrations which makes them quite easy to build. ServiceNow is built on the best practice framework ITIL and helps customers organize their organizations accordingly. Although many trainings need to be completed, this assures a proper knowledge level at the users.

There should be fewer clicks and faster integrations between solutions. Too much information needs to be entered when transferring between solutions. Obvious logic does not always seem to apply when transferring tasks between workflows. Having said this, the availability of these many workflows and solutions on one platform is the strength of ServiceNow. 

New development of new features is not as flexible as one would expect, global adherence to rules and regelations seem to bog down the development and release process.

I have been using ServiceNow for six years. 

It is very stable.

We haven't met the limitations.

Their support is not experienced. 

We did use Symphony which was very internal oriented and needed a step towards our customers. Servicenow provided us the possibility to interface with numerous different customers in different countries as well as third parties. 

The setup was complex due to country dependencies and integrations.

We deployed in-house.

Licensing model ServiceNow is expensive, so monitor actual use.

Yes, TOPdesk and BMC

make sure you prepare your processes and workflow before implementation, choices made at the implementation stage are carried over into your actual work. The tool basically support all imaginable workflows, although this requires a high level of knowledge, customisation and  coding.

The development aspects within it are valuable. Incident, change and problem. It's given us one pane of glass to look at a lot of stuff, which has opened a lot of eyes to our IT department.

I did some app training and and got to see Helsinki. It was a little buggy, but I realize it's the next thing coming out, so it was good. I like the direction they're going.

I've personally used it for a little over two years.

Everything that we've had has been stable. We haven't had really any issues or anything.

It's very scalable.

I'd say they're proactive. Any of the tickets I've had open with them, they've gotten back to me in a timely manner and taken care of things.

We were using something before that was supposedly an ITIL platform, IncidentMonitor. As we expanded and got bigger it just wasn't an enterprise solution that we were looking for, so we looked at ServiceNow, and I can't remember the name of the other one we looked at. ServiceNow by far was the one to go with.

I think because we were so new and not knowing what the tool could do we really didn't have anybody that knew much about the product. We brought in a third party, and they had some quick starts that we used to get us up and rolling.

If they're coming into it new and they don't have any experience with it, I would say that they need to find a third party that can help get that tool rolling quickly. I would say that we didn't know enough. We went with a company early on, that I had mentioned earlier, that we weren't a hundred percent satisfied with. We switched over to a different company now that we're using, and it's better. It's not perfect. I would say that you need to go and you need to find somebody that can help get you started. If it's not another company that you can look to, third party come in and help out.

The reporting capabilities, the consolidation of the data on the back end, and be ability to report everything because that's what everyone else sees, or what everyone wants to see is the numbers for their departments. Every end user pretty much has the same needs, regardless of what they're doing. They want to see the incidents assigned to their team with the KPIs are all there.

Before we had ServiceNow, the business processes across different groups were more fragmented. ServiceNow has helped to streamline the processes with other groups and brought them all together. They have a better idea of what's going on. It gives executives a better vision of what's going on in the company.

It's a very complex tool with a lot of different pieces and it takes a lot of different people to support it because everyone has to be specialized in their own piece. There is a little bit of trying to get all the executives to come to agreement on KPIs across the organization. It has been a little complicated, but it's not really specific to the tool, but we need that, before we can realize parts of the tool.

It's been very stable.

The only bugs we've had have been from internal data issues. There is no safety guards in place to check for the data before it's loaded within the product itself. I don't know if that's something that we just haven't developed that piece, or if it doesn't exist. Most of our issues have been related to this issue.

I think they were using HPE Service Manager, and I don't think they were using it to the extent that they're using ServiceNow, just a few components were turned on. I think it was just incident management so they weren't doing project management stuff and I don't think they were doing time tracking. They weren't fully utilizing it.

I wasn't in the group when they did the implementation around a year ago and they did have a third party vendor helping out. They did push back the live date probably six, or seven times, I know there was a lot of trouble with implementing it and they didn't turn everything on initially, it was just the vanilla version to begin with. I don't know what the issues were they ran into, I just know it took some time. It was complex.

I'd say do it in baby steps. Do incident management first, to make sure that you have a really good team that can support it before you expand it, and having a really clean CMDB.

The flexibility - we've been able to change it and make it look like our brand, so we have our brand logo on it, etc. We've been able to accommodate a lot of our old customization than we had done in our previous system, we've been able to roll that in, that's some of the niceties with the platform. I think that's one of the biggest advantages for us, is the flexibility to be able to do the dashboards and try to get people more involved in the application rather than running a report.

It allows us to offer a different variety of toolsets for our staff, which our last system was not very flexible in that regard. Allowing my customers to go in and do their own dashboards, write their own reports, change the color of their screens has made them feel more involved and more engaged in the tool. We're seeing more requests for newer things and different things. People are thinking outside the box instead of just thinking inside of it.

As far as the hospital industry, we have not really rolled it out or it's not as big a feature to our external customers right now (the clinicians in the hospital). What we're looking to do though is to provide our outside customers the ability to do more things through the service catalog and have one central location for doing things. We have different systems that do different things, so we can bring them and ServiceNow's platform will allow us to bring all of those items into one spot, so it's a one stop shop. That's what we're looking to do, that's what is best for the hospital.

The training, and that's not the tools, I'm very happy with the tools, it's just I have not been able to get my arms wrapped around it, to be able to do all the multiple things that I want to do. We're still learning it. I was telling someone the other day "I feel like I'm a developer," but then again I'm not really a developer, because I just need that one or two more advanced courses to push me off the edge so that I can get in and do all these great things that people are talking about doing. I just haven't seen that piece.

We did have some performance issues where some of the system areas were slow, but that was really our fault. It was a blip in the lifecycle. I mean comparatively we don't have any downtimes, we've got a hundred percent availability, so we're very happy in that regard. I'm also very happy with their support, they're very engaging and they've been very helpful when we have had problems.

There was a home grown solution as well as an external solution. We had had that solution for over twenty years and it had been through many different partners and many different hands, and it was not very customizable. I think that especially with ServiceNow, it's allowed us to start pushing forward the thought of ITIL within our authority.

That was Service Desk Express. We actually had it when it was Magic Solutions back in 1997, out of Newark, New Jersey. It actually was the lighter version of, it was the smaller offering from BMC.

Ours was very complex. We had several issues because we were not in ITIL shop, and because we were not only changing our tool but really changing the culture of the way we had done things in the past, there was a lot of push back. Having them come in and having ServiceNow's help was good since they did a great job. It wasn't easy, it was kind of a struggle. We did have some issues where we kind of hoped that the vendor that we had brought in to help us with the implementation would tell us what industry standards or best practices were. We didn't see it, we were missing some of those pieces. That made it kind of hard. We also had an executive turnover in the middle of it, so that doesn't help.That hindered our implementation. 

My suggestion to people would be to come and learn about the tool and learn about everything it can do before you make any decisions and before you start your implementation, because if I had to do my implementation over again I would change what I was trying to do. Like we implemented three pieces, or one piece, that really wasn't very helpful and I would have rather have tried something different.

I'd do it. I mean just do it. If you're looking for a flexible tool that's going to grow with you, that's going to expand your flexibility, or expand your team, or expand how you do things and streamline things, I would do it. We've only been on it three years, but we've already done one upgrade, and I was prepared for the worst. I had come into work at midnight, and brought my snacks and sat at the desk and then basically watched the upgrade, and I won't be doing that again. I mean it's just that easy, it really is.