ServiceNow Reviews

ServiceNow can be used for many different use cases such as:

• IT service management
• Managing Assets
• Development and operations
• Job processes 
• Project portfolio management
• Managing of infrastructures

There are many more modules and HR that I have not yet explored that are available.

What I like the most is that it's a common service data model and the fact that everything is available on one platform.

The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking.

I have been using ServiceNow for more than five years.

I am using the latest version.

I can't give you the exact number of users we have but it's thousands.

We plan to increase usage in the future.

For the most part, our experience with technical support has been okay.

Previously, we were using BMC Remedy.

The initial setup is very easy to get started, but it gets very complex as you move along.

There is no installation involved, as it's in the cloud.

There are licensing fees.

I would recommend this solution to others who are interested in using it.

I would rate ServiceNow a seven out of ten.

Public Cloud

We use this solution for Service Management in banking branches.

The main improvement is the integration of several business processes.

The most valuable feature is that this is a Cloud solution.

The MGM version is easier to use.

Transparency in the pricing model needs to be improved.

I have been using this solution for five years.

Right now, the primary use case for this solution within my organization is billing. The proposal is to expand our use of the platform to validate privileged requests. 

The ServiceNow feature I find the most valuable is its cloud-friendliness. You can use it in-between Clouds and the platform.

It's easy and customizable and that is the goal. You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider.

It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses as they rely on their development teams.

It's a multipurpose tool. If it could be further developed and specialized within the brand, different organizations could more easily implement it.

If you implemented ServiceNow properly, scaling up is no big deal.

I have not had to contact technical support while using this platform. 

ServiceNow is a great tool if you know what you're doing. To use it, you have to have some operability and development skills. If you don't have that, ServiceNow won't be easy to use for you. 

You can do many things with it. For example, you can create IT workflows. It can also be integrated with other products.

ServiceNow comes as a set of pre-built ITIL processes as well as a platform that can be used to build a variety of custom business applications.

Even though there is a huge freedom in what you can customize, there are still plenty of areas for improvement regarding non-documented APIs and hard-coded functionality.

We've been using the solution since 2014 (Eureka version).

No, deployment is very smooth and your production instance will be up and running in no time.

There were a couple of issues on ServiceNow side which were promptly addressed by ServiceNow support.

I would say there is a lot of room for improvement when it comes to technical support. There are times when I feel that a person working on a ticket is able to only direct me to the relevant WIKI articles (which I've usually read already before deciding to contact support).

We are using ServiceNow for help desk operations.

In our operation center, we are using ServiceNow for request management, incident management, inventory CMDB, and client information.

What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards.

I don't like the UI. Compared to other products that I have been using, it is not as user-friendly.

I have been using this solution for one year.

We are a B2B business and we have a large clientele. 

Our clients are large enterprise companies, and with the number of agency items that we have to enter into ServiceNow, it can handle it easily.

In terms of scalability, I am happy with it.

We have not had the need to contact technical support.

The initial setup was pretty straightforward for me.

I was not a part of the deployment process. By the time I started a year ago, the technical team had already deployed this product.

Our in-house team was responsible for deployment and maintenance.

I can recommend ServiceNow to anyone who is interested in using it.

I would rate ServiceNow an eight out of ten.

Public Cloud

The Service Now product is very configurable to meet your business process, which is very important. The web interface is clean and fast and the product works on iPad and smartphone devices. Changes are easy to make and update throughout the environments. The visual workflow editor is simply amazing - we were able to create an online purchase process in less than 12 hours. The Service Now product development is very active with major updates a couple of times a year. The Service Now community is extremely committed to the product as evidenced by postings on discussion groups as well as attendance at the Knowledge conferences. If you can afford it, this is the premium Service Management suite out there.

I mentioned that the tool is very customizable, which is both good and bad. You can make the tool do anything, which may not always be a good thing. There is a mix of old and new technology in the tool that you will run into at times.

As a developer, I have mostly work on agent management and service catalog items, to create business tools. I write scripts to satisfy customer requirements.

Year after year they have implemented more functionalities and come out with more enhancements, as well as new modules.

The Service Portal could be improved. There are some things in it which are somewhat difficult for me to understand.

Three to five years.

It is a stable product.

I have not encountered any issues with its scalability.

If there is an issue we raise a high-level ticket. We usually get a response within a day or, if it a priority, within two or three hours. They have provided us solutions that we've implemented in our company.

I started my career with ServiceNow only. I haven't used any other tool. I have a little bit of knowledge about Remedy, but I don't have any practical experience with it. My practical experience is only with ServiceNow.

The process of loading everything into ServiceNow is very straightforward. It is not complex.

ServiceNow is great. It's flexible and it is very simple for process flow or idea flow.

ServiceNow gives you the opportunity to customize your portal according to your needs using the most recent frameworks such as bootstrap, AngularJS, jQuery, etc., or to simply code HTML tags or JavaScript. It contains some internal programming language, Glide, which is quite similar to normal JavaScript.

• Optimisation of service delivery across the supply chain.
• Better reliability and quality of service.
• Improved customer satisfaction and relationships.
• Our IT homepage improved how we order products internally, making it smooth.

The Project Management with Resource Management feature is an area with room for improvement. The timecard are not being considered when a resource is working on two projects and contains vacations or out of office days. The reports should be a lot better; maybe it could use SAP BusinessObjects, Tableau or QlikView in the background; that would be nice.

Customer Service:

I rate customer service as high. The ServiceNow communities work quite well. There's a large of people with experience. They also publish a lot of content on youtube to bring out product features.

Technical Support:

I rate technical support as high.

We previously used BMC ARS. We switched because it has helped to reduce operational IT costs by 30-50%.