ServiceNow Reviews

We use ServiceNow as a ticketing tool that processes and catalogs customer service requests in our organization.

There are many expansions available.

The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms. Additionally, an option to easily make tickets private or not generally visible. ServiceNow has to set up the individual tickets and there is not an easy way for us to do it ourselves.

There are integrations we can do that requires outside people to help us expand, such as business continuity and other areas. It can be complicated to expand the solution which could be made easier.

I have been using ServiceNow for approximately five years. 

The solution is scalable.

I rate ServiceNow a seven out of ten.

We use it for our service desk as well as for some asset management.

Last year, there were three steps for installing or uninstalling software when a user asked us to do so. We had to connect to a user's computer and manually install or uninstall the software. By using ServiceNow, when a user opens a ticket or incident, we can automatically run the workflows through the system. The assistant can automatically go to the user's computer and install or uninstall the software.

The Workflow feature is the most valuable.

The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. 

Its price can also be better. It is currently more expensive than other solutions.

I have been using this solution for one year.

It is really good. There is no downtime.

It has really good scalability. We have around 1,000 users using ServiceNow.

Their technical support is good. They also have a very good forum and blog through which we can share experiences with other users.

The initial setup was complex. We had to add some consulting services behind the scenes to build up the ServiceNow environment. The deployment took four months.

We used an integrator. They were not so good. They were more like a box mover. They were more interested in selling ServiceNow than providing a professional service.

I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware.

We evaluated Serviceaide. We found ServiceNow to be a broad and wide solution. There are more models that we can buy in the future. For example, if I want RPA or artificial intelligence, I can buy it as an upsell or cross-sell.

I would recommend this solution to others. It is a very good product. It is very stable, and there is no downtime. They also provide good services.

I would rate ServiceNow an eight out of ten.

The ease of use is great, whether it be for someone like me who's an administrator and developer, or just the end user in general. The fact that it's cloud-based, so you can access it from anywhere as long as you have a browser, or a smartphone. The overall ease of use is great.

The whole mobile aspect seems to be the key. People are still working, they’re not at their desks, so they need an easy way to work. I think that's going well in that direction. It seems like ServiceNow as a company has a pretty good vision on where they are, where they should be and it really matches up well with what we're looking to do.

We've been using it for just about a year now.

The availability has been great. Any issues we've come up with we've been able to easily rectify with working with support, so I would say it's definitely great.

Right now we pretty much just deployed it for IT use. We're getting ready to deploy it for some of our organizations outside of IT like our broadcast operations, our repeater, even facilities, so I think the future is looking good.

Probably the best that I've ever dealt with. Really knowledgeable. Usually pretty quick on getting back with you. Their website, wiki, and community are great. Probably the best support I've ever dealt with in my twenty plus years in the industry.

I've been in this industry so long. Prior to this I'd been working with Remedy for about fifteen years or so. This takes me back to the really old Remedy days when it was a really great product, before they were bought out by a big company, where there was a great community and great conferences.

It's pretty straightforward. We worked with a partner, Logic Callus to help us get setup. We had a hard date because we were coming off of an existing cloud system, so we had to really push hard to make it in that time frame, but we were up and running incident change, problem, and service catalog in two months. Basically what we had allotted for. It was pretty seamless.

I would tell you to take a look at it. It's a great product. Get a demo and get familiar with it, because you can pretty much do anything you need to do with it.

Its integrated process data-model is a feature that's valuable for us.

It's provided a platform to provide Process as a Service.

The usability and user experience is a really big issue and needs to be improved.

We've used it for five years.

We encountered no issues with deployment.

We encountered no issues with stability.

We encountered no issues with scalability.

In our experience with technical support, we found that first-level support is pretty mediocre and second-level support is just adequate.

I used a custom solution in the past, but switched to ServiceNow.

The initial setup was straightforward. The only complexity was in the business requirements given by those trying to customize it to do something outside of the native configuration.

We used a mixed team of in-house and vendor.

Vendors tend to do what the customer wants, which is the wrong approach. Always start out understanding the native function of the tool, then you adapt your process to fit the tool, not the way around.

We are still waiting for ROI to be realized, and are unsure yet of the value due to adoption issues.

You should focus on the adoption more than configuration.

We use it for incident management.

It has more extensive features as compared to the other competitors.

Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. 

Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things.

It is quite stable from the implementation perspective.

It is quite scalable. Scalability is one of its advantages.

Their technical support is not bad. I would rate it a four out of five. It can be improved in terms of being able to understand and help with management.

We have been using both ServiceNow and BMC Helix ITSM for our client. ServiceNow is more scalable, competent, and intuitive than BMC Helix ITSM. It is a little bit more expensive than BMC Helix ITSM.

The initial setup is more or less straightforward. The deployment took around 30 to 40 days.

ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM.

I would advise others to make sure what is required. 

I would rate ServiceNow an eight out of ten.

We are trying to bring some ServiceNow projects to our team. We are trying to upgrade our ServiceNow knowledge by learning the modules and building our own application. We are presenting the application that we develop to our management. We can then market ourselves, showing that we have some ServiceNow capabilities so that we get some ServiceNow projects.

We have used almost all the features of ServiceNow within this application. Almost all the reports, data evaluation, dashboards, widgets, all the workflow-related stuff, integrations, etc. We have used each ServiceNow topic in this application.

We are building an application, as I mentioned. We are trying to build an Agile management application where we can track Agile projects, along with some traditional processes. We were able to build that tool in a controlled and better way in ServiceNow, when compared to Remedy. We can provide this application to our company for different projects.

For that, they will have to buy the ServiceNow instance. That is our aim. Once they start buying the ServiceNow instance, ultimately, we'll be getting our own support ID, so that we'll be able to work with ServiceNow very closely and become full-fledged, ourselves, on ServiceNow.

I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer. These all look like features at the configuration level. But in Remedy, there is coding to do, while here it's just a drag-and-drop. I found that very useful. Also, the Client scripts are simpler when you compare with Remedy. 

And finally, the upgrades. The upgrade in Remedy is a project. But here, it is zero downtime for any code changes in an upgrade. 

These are all things which really are advantages ServiceNow.

Earlier, ServiceNow had the ability where you could build your own UI. The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding, but the standard UI is not that good when compared to Remedy's UI.

When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user. 

These are some of the ways ServiceNow could improve the UI, out-of-the-box.

Currently it's stable.

Many customers are choosing ServiceNow as their ITSM product and that is the reason we are planning to switch. ServiceNow is the trending tool for ITSM. Many customers have been migrating from Remedy to ServiceNow.

I have training on Cherwell which can be used as an ITSM software tool. Demand for Cherwell is very limited.

ServiceNow is a very good tool. The one challenge is that it involves scripting. Many things can be done through configuration and that is a very good part of ServiceNow. If you have some basic scripting knowledge, you can build your own application which can be used at any company or organization.

Considering the issues which I mentioned earlier related to the UI and the reference fields, out of ten I would rate ServiceNow an eight. To make it a ten they would have to come up with a better way of implementing UI.

Used for the entire company (400K), like HR, service desk and other functions.

Easy to implement and consolidate different platforms and users with useful functionalities.

It has an excellent capability to integrate different access points. It is very user-friendly, too. 

It has a higher cost compared to local/regional solutions. 

Local solutions have lower costs.

I would recommend ServiceNow.

For me, the most valuable feature is the flexibility it allows in customization. We're able to set it with the parameters we need for our specific business use cases.

We're now able to use emails in the Request Fulfillment process, instead of assigning roles to an account.

The setup wasn't as straightforward or easy as it should have been. While it wasn't difficult or complex, there was some planning and work involved.

There were no issues with the deployment.

There were no issues with the stability.

There were no issues with the scalability.

I'd rate their customer service an 8 out of 10.

I'd rate their technical support an 8 out of 10.

I am also working with CA SDM and in the process of comparing the pros and cons of each.

The initial setup was of medium difficulty. Though it wasn't the most difficult setup, it could have been easier.

I didn't participate in the implementation as it was done by a vendor.

Based on my experiences so far, I'd recommend it.