ServiceNow Reviews

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. 

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. 

We are using ServiceNow as a helpdesk.

We are using ServiceNow as a helpdesk. If I have any issues, I just raise a request. It is a very nice tool for communicating with my headquarters team. The solution has a user-friendly interface.

I would like to see a mobile version of ServiceNow.

I have been using ServiceNow for five years.

I rate the solution’s stability ten out of ten.

Approximately 10,000 users use the solution at our headquarters. Apart from that, we have 15 subsidiaries with 2,000 more users. In total, around 12,000 users use ServiceNow.

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

I have previously used ManageEngine. ServiceNow is better than ManageEngine in terms of scalability.

The solution is installed on our cloud server. We can access it from anywhere, and it works smoothly. Would recommend ServiceNow to other users.

Overall, I rate the solution ten out of ten.

We use a ServiceNow for ticketing.

We support multiple use cases across several tracks: the database, middleware, ETL, and Abolition track. As a DevOps team, when we receive requirements from the production team related to production issues like memory or infrastructure upgrades, we initiate the process by raising a ticket, an incident, and a change request.

For example, when we procure new servers, whether physical or managed VMs. We submit a change request for the Go-Live, including business tasks requiring approval from different teams, such as our L3 support and service delivery teams. Once all tasks are approved, the appropriate group of approvers authorizes the change. The change occurs during the weekend, provided it falls within the green zone, which refers to a maintenance window designated by the support team. This will follow the same process for submitting a change request. For certain incidents, we also need to raise a separate incident request. For example, if we need to check the table space in the database, we might have to raise an incident to request access or additional permissions.

ServiceNow is a lightweight utility. You can always customize it, which filters out your data and gives it to you based on the selected filters.

As a team lead, the functionality I use most is reporting, where I pull reports on overdue changes to ensure no SLA breaches. Self-service is another feature. The change management feature is crucial, allowing me to track all changes requested or coordinated by my team. Lastly, incident management is also a key feature I use frequently.

We are not supposed to access outside our network.

I have been using ServiceNow for two years.

The product is stable.

I rate the solution’s stability a nine out of ten.

Even if it's a new user, it's a very easy tool for anyone to get hands-on quickly. It is a very user-friendly user tool.

I rate the solution’s scalability a seven out of ten.

I have used BMC Remedy.

We have to submit a marketplace ticket, and it gets installed automatically. So, it's a very smooth and lightweight process.

Our organization uses a bot that interacts with ServiceNow, which helps us create ticket templates. ServiceNow doesn't have AI integrated into our current setup.

Overall, I rate the solution an eight out of ten.

ServiceNow is a powerful tool, but to utilize its features most efficiently, it requires proper fine-tuning and design. When developed according to specific requirements, it becomes an excellent solution for ticketing and reporting management, offering enhanced capabilities for streamlined operations.

ServiceNow optimizes our IT service management processes through its knowledge base feature. This repository contains solutions and insights into challenges encountered during request or incident resolution. A select group reviews and collects this knowledge to analyze how it can streamline processes or enhance user interfaces, such as creating simplified catalogs for quicker request submission. Integration with ServiceNow ensures that every request or incident benefits from this knowledge, enabling faster delivery through automation. Focusing primarily on requests and incidents, which are the most common user interactions, leveraging the knowledge base in this manner significantly contributes to refining and fine-tuning operations management.

ServiceNow significantly enhances our workflow efficiency, as demonstrated by a straightforward example of adding a user to a group. Through analysis of over a thousand requests, primarily for server or file share access, we identified the top ten groups frequently requested. Utilizing this insight, we implemented backend automation scripts integrated into ServiceNow's action tasks. Now, when users request access to a file share or server, they select from a dropdown menu of the top ten file shares, streamlining the process. The automation prompts users for necessary information, such as their ID and approvals email, before swiftly granting access within one to two minutes. Previously, such requests could take up to twenty minutes or even a day due to lack of clarity. However, with this automated workflow, users have predefined options, reducing confusion and minimizing errors. Additionally, the system captures requests not covered by the predefined options, allowing us to monitor and address emerging needs effectively. This improvement has significantly reduced the occurrence of errors and escalations, leading to smoother service delivery.

ServiceNow portal has significantly enhanced our user experience and service delivery, particularly through its advanced reporting system. This system allows us to gather feedback and insights, such as the number of pending items assigned to individuals, reasons for delays, and the status of updates. The reporting capabilities within ServiceNow enable us to conduct in-depth analysis of ticket resolutions quickly and efficiently, facilitating improved decision-making and operational efficiency.

ServiceNow's reporting and analytics functionalities significantly contributed to decision-making processes, earning a rating of eight out of ten.

Although I lack extensive experience with it, I find that ServiceNow is generally straightforward to integrate.

The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident. Whether it's marked as pending for a vendor or awaiting user information, this status allows us to understand precisely how long a particular request has been waiting and for what purpose.

Improving the quality of consulting services is essential and can lead to significant enhancements. The user interface for accessing assistance sometimes disconnects.

In terms of stability, there may be occasional hiccups, but they are not overly frequent.

Scaling up is effortless, as evidenced by the platform's adoption by approximately thirty thousand users.

The technical support provided is satisfactory, but there is room for improvement, particularly in the consulting aspect. I would rate it eight out of ten.

Positive

While I'm not deeply involved in the deployment process, with careful planning and architecture, the complexity can be minimized.
Maintaining the system isn't straightforward. It requires essential knowledge and a support team well-versed in the product. The size of the support system, with a minimum of ten staff members, is recommended to adequately support the service.

The pricing is reasonable and affordable, making it suitable for businesses ranging from small to large scale.

ServiceNow is a versatile solution suitable for businesses of all scales, from small to large enterprises. My advice to others considering its use would be to thoroughly understand the product's capabilities before implementation. Aligning these capabilities with your specific requirements ensures optimal utilization of the features available, facilitating efficient management and future scalability. Overall, I would rate it eight out of ten.

We use the product for ITSM, DevOps, change management, problem management, and incident management. We utilize all the modules.

The product's integration functionality in the change management module has significantly improved efficiency in our organization. It has enhanced the delivery process with automated operations.

The most valuable aspects of ServiceNow are incident and problem management in the workspace. It helps us create meetings within the platform where users can collaborate to resolve issues.

They could improve license management, particularly when integrating different applications or toolsets. The process of how licenses are billed and the potential for noncompliance issues could be clearly stated during module purchase. It results in unforeseen costs when integrating various tools, such as DevOps, where contributors from projects may be misinterpreted as core contributors, leading to unnecessary charges. They could make the licensing process clear to understand.

We have been using ServiceNow since 2020. We use the latest version.

It is a stable platform.

We have 30000 ServiceNow users in our organization. It needs to be more scalable, particularly in the context of Microsoft's roadmap. The existing cloud integrations and point-to-point integrations with Azure DevOps might have challenges during a transition to GitHub. We have to manually re-configure the same.

The technical support services are dependent on integration partners. 

Negative

We used Jira before.

It is a cloud solution. The initial setup is difficult. It requires someone with knowledge of the ServiceNow platform. One can take assistance from a DevOps engineer for configuration.

It takes a few weeks to complete. We have deployed it in different regions. We need to synchronize the changes across all the regions as well.

We take assistance from our integration partner for implementation.

We have experienced improvements in time-saving since implementing ServiceNow. The change module has allowed for identifying and onboarding services with low business criticality, streamlining the approval process for changes and deployments. It makes the deployment process simple, fast, and easy.

It is an expensive platform.

We have bought the product's standard version with different components implemented across all the departments of our organization. We can add more components as per requirement.

We need assistance from specialists with in-depth knowledge of the platform, such as those holding ServiceNow certifications for complex business requirements.

I rate it six out of ten.

We run thousands of automations.

The reason that ServiceNow is as good as it is, and opposed to Remedy, Cherwell, and HP OpenView, is that ServiceNow was the first IT service management platform or enterprise.

ServiceNow was the first true enterprise to service management platform. They were the first to understand that a request is a request and service is service.

ServiceNow goes back internationally a long time ago when they were Fuji. ServiceNow releases are alphabetical. My experience started with Fuji, and they are on the Orlando release now. Even back then, they were able to put any process into ServiceNow, even if it wasn't and IT process, and have it managed through the platform.

Security needs some improvement. The governance, security incident management, cloud management, and the security module are getting better.

Service mapping could be less complicated. The configuration, and running it appropriately, but that's a difficult thing to do overall.

It needs to be more cost-effective because it can be pricey. 

I would love to see ServiceNow create a solid mid-market entry point for it. They tried it in the past and it failed. That was ServiceNow Express.

I have been using ServiceNow for over a decade.

ServiceNow is incredibly stable.

This solution is scalable to a point. Once you get as large as the Department of Veterans Affairs you will have some issues, but it scalable.

We have 3000 people here in our company. Anyone who is in IT is using ServiceNow.

I haven't contacted technical support. 

If you are as close to out-of-the-box as you need to be then you won't have any issues at all with ServiceNow.

ServiceNow is the least complex of all of the platforms available.

When I worked at the bank they went from zero to running it within three months. At that time when dealing with Remedy or other legacy systems, that was unheard of to go from nothing to running in three months.

With one of our customers, we had it up and running in one month.

We have seven members to maintain ServiceNow. They are developers, senior developers, and the head of service management.

The mandatory minimum is US$ 20,000 for licensing. They have a three-year cycle. I am not sure if it works out to be $60,000 for three years or if it's $20,000 for the three years. 

It's mainly for licensing. The more that you use it and the more it goes to other areas in your organization, the more licensing you will have to pay.

There may be some who look at this and use it for the HR service delivery or they could use another HR application that looks cheaper, but they will be missing the point of having all of the information on a single platform.

I manage an automation orchestration team. The focus of my team is external, not internal. The company uses ServiceNow. We are one of the largest and older consumers of ServiceNow. The members of my team have ServiceNow practice, infrastructure automation practice, could management platforms, containers practice, and DevOps. 

Our team is focused on helping other organizations adopt and adapt to ServiceNow.

ServiceNow is in the cloud, it's basically remedy in the cloud. ServiceNow doesn't get deployed unless you are a Federal Agency because they have their own data centers. ServiceNow only allows Federal Agencies to have their own instant data Center.

Make sure that you are big enough to afford it. If you have a small IT department, then ServiceNow is not for you. The problem is that you won't be able to afford it. You must be a mature enough and a large enough IT organization to start using it.

It doesn't just do IT things, it does more than that.

Make sure that you configure and not customize.

I would rate this solution an eight out of ten.

We're using ServiceNow for the entire chain process and all aspects of the module. It covers all modules and their associated problems.

It offers significant benefits due to its compatibility and comprehensive approach. Consolidating multiple functionalities into a single platform reduces the need to invest in various separate solutions. ServiceNow integrates ITSM, CMDB, Discovery modules, and more into one cohesive system. This unified approach provides a single view across all modules, reducing complexity and financial risk. By using a single technology, organizations can effectively meet their needs and address potential risks more efficiently.

This was very helpful in CMDP, particularly regarding extraction and workflows. The benefit lies in having a single console rather than multiple consoles, which significantly simplifies the process and improves efficiency.

ServiceNow has had a similar pattern, but when it comes to third-party integrations, Uddin appears to be more flexible than ServiceNow. ServiceNow might need to improve its capabilities to integrate with third-party tools.

Due to differences in naming conventions and data fragmentation between systems, we need to address compatibility issues by modifying naming conventions, altering fields, and making adjustments as necessary. ServiceNow has default field functionalities that may not align with those the MagOne system provides. Therefore, customization will be required to ensure compatibility and meet specific requirements.

I have been using ServiceNow for six years.

The product is stable.

Deployment depends upon the environment. For me, it takes three months to deploy the solution because it has different dependencies.

It saved 30% of the money compared to others.

We have three competitors. One is BMC product, the second is ServiceNow and the third is Atlassian.

ServiceNow provides insights into topology, though it may sometimes lack detailed understanding. We have correlated it with our monitoring tools to trace the hierarchy and determine its impact across various business lines. This is part of the AIOps information, consolidating all relevant details into a single ticket for easy access.

I recommend the solution.

Overall, I rate the solution an eight out of ten.