ServiceNow Reviews

I'm a service manager, so I'm mainly focusing on customers' CMDB, incidents, changes, and problem management tasks. We have many global customers with network solutions.

It improved the customer experience. For instance, preference management is very useful to be able to set up automated notifications based on various things, such as site priority, site size, client's importance, and incident's priority. We can configure that only a portion of a group gets P1, P2, or P3 cases. Those features have really improved the relationship with the customers and within the organization. The reporting features and the setup of the customer CMDB file are improving the customer experience, and our internal groups are also able to benefit from them because they are using it daily. If there is an incident, it is an advantage that they don't need to fill out things. The notifications are also sent out automatically. So, they are saving time, and they can focus more on taking care of the customers, communicating with them, and taking up new issues.

I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far.

I have enjoyed all the features. There is not any feature that I have missed or didn't have.

I have been mainly using it for the past three years. I also used it previously for two years, and then I stopped for three years.

It is totally stable. I never had issues with it.

I believe it is scalable.

We were having a lot of issues. It took nine months to fix all of them. Those were mainly because of customer requirements that were not caught firsthand. There were virtual connections, and there were different bespoke elements that we needed to have. That was the reason we had to resolve some technical issues, but they were within our company. It wasn't outsourced to ServiceNow itself.

We had BMC Remedy ITSM. Our ITSM was already outdated. It had no support, and we were looking for a new solution that had all the features we needed. Our first priority was customer satisfaction, but the choice wasn't up to me. It has always been up to the organization. I didn't have the chance to choose. I have just been given a solution.

It was complex because we support network customers. They have dedicated fiber connections all around the world. It was a complex project, and we suffered afterward in terms of missing features and so on, but that wasn't because of ServiceNow. It was rather an internal issue of not allocating enough resources.

The implementation took six to nine months because we needed to prepare the cutoff. We did a pilot phase with dedicated customers, and we tested it first. After that, we rolled it out, and then based on agile, we fixed any production issues. We prioritized them, highlighted them, and we fixed them, which took another nine months. 

We had at least 20 people, but not all of them were for deployment. We have many global customers with network solutions. They are scattered around the globe with different priorities and focuses. It wasn't an easy task to gather all the information about the features that we and the customers require. We were also using two ticketing systems. So, we had to organize and then migrate.

It was deployed around the globe because there were some users in the U.K., Ireland, Germany, Hungary, India, and Egypt. So, it was deployed at several locations.

I would absolutely advise using it. I have been an advocate within our company to change different tools and move different departments to ServiceNow because it's a really useful tool. I would recommend it to others.

I would rate it a 10 out of 10. I'm totally satisfied with it.

Multi Tenant, Scalable, Flexible and Stable

It has improved out response time to the client

The reporting is very good. 

The solution has very good automation tools.

The solution has been extremely stable so far. 

The need to improve their technical support services. 

Their dashboards are very, very basic. Maybe if they could develop some sort of very good fancy-looking, visible, graphical, visible kind of appearance. 

The pricing of the solution could be better. It's a bit high.

When we are monitoring, for example, a device, an S-Switch, we can create insights. We can segregate the LAN, and create a VLAN. When we create those VLANs, we should be able to monitor those VLANs. The same with storage systems. The LANs, through the cable space level, should be able to be monitored. 

I've been working with the solution for eight or nine years so far. It's been almost a decade. I've used it for a while now. 

The stability is excellent. There are no bugs or glitches and it doesn't crash or freeze. I find it to be reliable. 

The solution works very well for large enterprises. If you have a very, very big setup, it's an ideal option.

Technical support could be better. We are not satisfied with the level of support they offer.

I've also worked with SolarWinds and ManageEngine. I prefer ServiceNow, as there's a lot of automation tools available in that and it's been a stable product. It's been in the market for a long time. It's got a good market reach also.

Very Complex, 13 companies, 9 Towers, 17,000 devices

First time we implemented it through Vendor and we took a training from the OEM and now we have a team to deploy the solution

Not calculated, but I would say 2 years we recover the cost 

Their pricing is relatively high. They are expensive.

Yes,

SolarWinds and ManageEngine

We are not a partner or reseller. I'm a consultant. Before that, I have implemented the products. I've migrated a lot of products, a lot of systems. That's how I have an association with monitoring tools and service test tools.

I differently would recommend the solution if a company is a huge enterprise. For example, if you are maybe looking at more than some 10,000 or 20,000 devices. There should be a minimum of 10,000 devices or 15,000 devices. I would recommend ServiceNow for those setups. For data centers and other things, definitely I would recommend ServiceNow. I would not recommend SolarWinds or ManageEngine for these types of setups. I don't see that much capacity in them. 

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

I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs.

It covers all the modules regarding ITSM, IT asset management, and customer service as well. That is, all modules are covered in the same platform.

It is very user friendly, and I've enjoyed using the dashboard and user interface.

Technical support is great, and a lot of documentation is available on Google.

There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting.

The licensing costs are high for companies in Tunisia.

I've been using the open source version for almost two years.

I have found it to be a stable, reliable solution.

I have discovered a lot of support and a lot of documentation on Google. So the information is always available.

Sometimes, I have opened a ticket to ask participants in the community, and I have always got an answer from support.

The initial setup is not complex.

In Tunisia, the companies find the licensing costs to be expensive.

I would recommend this solution because it's a very well performing solution. As a result, I would rate ServiceNow at ten on a scale from one to ten.

We were using ServiceNow to collect data in problem areas in operations. Most recently we are using it for our internal hardware tracking. For example, if someone requires a change of computer system, new headset, or any other hardware defects.

ServiceNow has helped improve our organization by making it more efficient. Since we only need to manage the cloud service and not other aspects, such as infrastructure or software, this has freed up 30% of our human resources that can be utilized on other tasks. The solution has added value to the company.

The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs.

If you want to do analysis about a problem or collect information and export the data on a spreadsheet or a BI system is very easy. The data is able to be selected very fast which is very good because, in general, to export or to restore the information with another tool was terrible. You practically needed to go directly to the database and export it from there instead of having the ability in the menu of the application. With ServiceNow, the options are in the menu and you can do all your queries directly and export them in different formats. This saves us a lot of time and makes our work a little easier.

The solution is always updating and you are able to see the road map of what is going to come in the future.

When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly.

I have been using the solution for approximately three years.

The solution is very stable. We have never had an issue with ServiceNow, I do not remember a time we had a problem with the application. However, there are problems with the network, internet connection, and mobile networks, but not in the application. If there is a connection issue once the connection is established again the recovery is very good because the data automatically start to flow without any problem between both applications.

Azure has had only one incident in three years of use in our experience. 

The solution is scalable. It is in the contract of the SaaS we have the ability to scale the solution in the cloud. We have never experienced problems because if we demand more capacity for processing we automatically receive it from Azure.

We have 24 hours a day, 7 days a week support. However, I have never needed to use it.

The installation or deployment is easy because this is a Software as a Service (SaaS) solution and it is managed by ServiceNow.

They analyze the use of the tools they provide us with and they do the new deployments in a slot time when we do not use the tool or have minimal use. They inform us typically more than a week in advance and they send several friendly reminders when the cloud service has to do a change, a new deployment, or an upgrade. They are very flexible to keep the downtime of the service at a minimum and at a time that the tools are not being used.

The color scheme we are using is not good because sometimes the background is difficult for me to view. However, this is a company decision and can be changed.

We use a SaaS solution because the service has improved performance and maintains the up-to-date security of the application. As a company, we do not need to worry about doing upgrades because everything is looked after by ServiceNow. It is a very good solution and has worked very well for us.

I rate ServiceNow a nine out of ten.

We used ServiceNow for change management, release management, and event management. We were also making use of the solution's CSI. The modules of ServiceNow were all available to you, and you could use them.

I have a problem with the way the solution's price is calculated.

I have been using ServiceNow for 10 to 13 years.

I rate ServiceNow an eight or nine out of ten for stability.

I would recommend ServiceNow for larger organizations. We used to have an organization with over 10,000 users. In our current organization, up to 3,000 users are using ServiceNow.

The solution’s technical support is fine.

We implemented the solution through an in-house team.

For us, ServiceNow was really good for keeping everything under control. Everything was documented, logged, and on point. The setup of creating things was quite straightforward.

The use and misuse of the CMDB is something important. Since CMDB should be the heart of everything you have, transforming the CMDB into a repository of information is good enough. If you don't use the full management tool, you can have problems. In three months, you will have to review the CMBD again, or you will have to update it once again in six months.

It differs from organization to organization. It will be taken care of in organizations that have clear processes in place. It's not about the tool but about the maturity of the organization using it.

We used to have lots of integrations with our systems to create tickets automatically. We also had some security related event management activities. When we requested to change something in ServiceNow, it was done rapidly in a couple of days.

Have some consultants that have worked with ServiceNow before, help you with the process. You should try to implement ITIL in your organization. If ITIL is not understood by the organization, then you cannot have expectations that they will follow the way of working as they should.

The solution's automation is quite straightforward. You just need to know what you want to automate. There are several ways to integrate stuff and several ways to have some triggers.

Overall, I rate the solution ten out of ten.

I'm a ServiceNow consultant and my company is a service provider where we are deploying ServiceNow ourselves on-premises. Here it is primarily used as a service catalog and in BIZBOK-developed services and knowledge management.

As a ServiceNow partner, we also offer it in a ServiceNow-like cloud to end customers and we do consulting and projects with it as a third party. Our current customer sees especially heavy usage of ServiceNow, with between 100-150K accesses per month, and up to a million users who access it in total. We are one of many third parties who are involved in this project.

ServiceNow has helped us with lots of paper saving. It has unified everything in terms of non-IT service requests, with everything in one place.

I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach.

Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge.

Other than that, there are a lot of minor improvements that could be made such as the debugging functionality in JavaScript, and in terms of use more generally, like joining tables and so on. I think it boils down to an extension of the right knowledge and user criteria.

I have been using ServiceNow for about four to five years. 

The stability is much improved. It's good.

It's difficult to say much about the scalability of ServiceNow because we're on-prem. Our impressions are good, but I don't know how it is in the ServiceNow cloud. Everybody says, "Yes, it's good." But with bad development, you can't maximize the performance of every system.

On the whole, it's good, and there are no real issues. We had lots of performance issues in the beginning, but that hasn't been the case for a long time now. I would say it's definitely had heavy usage, with about between 100-150K accesses per month.

We rarely need the tech support, but if you need help, there is help available.

There's no real alternative on the market currently, from my point of view.

Setup is not my forte, but because we are on-prem you can imagine that the setup is very special because we are not on a standard database nor is it a typical setup such as with ServiceNow in the cloud.

As one of the third parties, we implemented and run ServiceNow in an on-premises setup. For maintenance, it's difficult to say how many people are required. It's typically a handful for deployment and upgrades and so on - basically the IT operations staff. Of course, as a data center and everything behind it, on-prem is always a bit special.

I have seen ROI. I have not calculated it exactly, but we did some estimations and we do have a positive ROI from using ServiceNow.

Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year.

Stay within the standard. This is the same advice as with SAP: try to stay in the standard and avoid customizing too heavily. I don't mean to say anything about additional development, but instead I would caution against trying to change the standard itself. And keep things simple. In large companies, this is not always emphasized as they tend to think complicated.

I would rate ServiceNow an eight out of ten.

We primarily use the solution for ITSM and a little bit of ITOM. However, we don't use it for ITBM.

Role-based access is a 'positive'.

ServiceNow has a feature called Orchestration. In that, you can utilize the tool to communicate with applications and systems to issue commands and perform actions. That's a positive, it's something that does exist in the tool. We are in our infancy in utilizing that.

There's a relatively new feature called performance analytics. It's supposed to provide a lot more information. It's got machine learning and some AI built into it. We're our infancy with that. 

For the nuts and bolts running of an IT organization, I can't really say there's anything lacking, feature-wise.

The solution is relatively easy to use.

One thing I don't care for is the reporting and the way it functions. Exporting a report, from a view,  initiates a rerun of the query in the background - highly inefficient.

In terms of the implementation, there seems to be a dearth of basic table joins, on initial install, necessitating the creation of your own database views to get seemingly related data to act like related data. In other words, it's popular to have incidents linked to changes, and linked to problems, and linked to other types of records. And vice versa, you could have an incidents caused by a change. You could have an incident that has a problem record built off of it. However, there are several modules where, if you don't create table joins - for example, for demand records and demand tasks - between those two, then the only option is pull two reports (one for Demands, one for Demand Tasks), and manually merge them outside of the tool. It's highly inefficient. That is something that is a deficiency within the tool design overall.

The initial setup is a bit complex (could have been designed to be profile-driven, as an alternative).

While I recognize that it's a popular thing to do, due to poor design, update sets have to be moved manually, from platform to platform, easily introducing errors (sequence, origin, etc.)  along the way. I've seen far better promote-to-production schemes with other tools.

I've been using ServiceNow for more than 5 years.

Scales 'up' well.  

Scales 'down' poorly.

The solution is not exactly scalable for a mom-and-pop shop (and SMBs). The costs would be too prohibitive for that.

Someone once said, a bird, no matter the size, has the same number of bones. If you're going to do incident change problem, asset config, things like that, for a mom-and-pop, technically, you have the same number of types of things you need to be concerned about. It's just the volume of how it's being applied. A mom-and-pop store might carry 50 items in its inventory. A large company is going to have thousands upon thousands. Therefore, ServiceNow would not be a good solution for a small organization with few assets. 

If you don't have a full CMDB to begin with it really makes a lot of things awkward within the tool. 

We have 4,000+ 

ServiceNow Technical support needs improvement.

One example - 

Order - (context - business rules) - ServiceNow allows you to have any number of rules with the same order number. 

ServiceNow's official answer to 'how does the database code decide which rule to execute first, when multiple business rules are assigned the same order level?': we have no answer 

(it goes without saying - use unique order levels)

We're just a customer and an end-user.

We started on-prem and then switched to cloud. We switched to the cloud about three years ago.

- fill out the CMDB before you start implementing the tool - make the time.

- plan out table joins as you implement new modules.

I'd rate the solution at an eight out of ten. I would just warn others that it's too easy to incorporate abysmally poor design.

We are premium partners with ServiceNow and I'm a solutions architect. 

ServiceNow is one of the fastest‑growing cloud enterprise software companies in the world. We implemented ITSM, ITOM and ITBM for various customs and even in our organization which reduced operations costs infrastructure cost

This solution has a user friendly environment. ServiceNow offers a wide platform which allows us to explore other technologies and functionalities and provides a 360-degree view. Data in reports and dashboards are easily accessible. I also like the integration hub which is plug and play. You can integrate any tool with ServiceNow.

Need to focus on small business like Licensing, packaging

I've been using this solution for 10 years. 

We don't have any complaints from our customers after they start using the product. Once they adapt to the new look and feel, and the user experience, there's no problem. 

We generally don't need much support. When it's necessary, I can contact the higher support team that deal with implementation and it's easy to connect with them and get a quick response. They are good. 

We used Remedy and we switched because Remedy is still using old technology

The initial setup is straightforward in ServiceNow. It's not complex, you can say it's out-of-the-box.

100%

If a company is looking for more accessibility, a user friendly environment where they want to explore other functionalities like HR and CSM, then ServiceNow provides that. I recommend this solution because they're always coming out with new technologies and functionalities. And the support level is very good even though things are automatically updated on a regular basis. 

I rate this solution a ten out of 10.