ServiceNow Reviews

When we need to request a task from another team at my client's organization, we typically submit a request in ServiceNow. We provide all the necessary details through the ServiceNow platform, and any communication related to the request is documented in the form of comments. This approach ensures transparency by recording what was requested, actions taken by the assigned person, and the time taken to resolve the request. Using ServiceNow, we can easily track the progress of tasks, review the history of actions, and assess the workload of a specific individual over a given period, be it a week or a month.

It proves invaluable in tracking significant incidents within your work environment. It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident. This capability adds substantial value by allowing a comprehensive understanding of the incident resolution process and the associated resource allocation.

It should include information on navigating various user interfaces for creating diverse requests directed to different teams. Enhancing usability involves providing easy access to interfaces tailored for different types of requests across teams.

I have been working with it for two years.

It is proven to be reliable; we have not encountered any issues with it.

We have nearly one hundred to one hundred fifty users.

The initial setup is relatively straightforward.

It's effective, indeed. If you aim to monitor the number of issues you're handling and wish to understand the effort required to resolve them, this serves as an excellent ticketing tool. Overall, I would rate it eight out of ten.

We use ServiceNow for help desks.

ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows.

The solution’s user interface could be improved and given a better design.

I have been using ServiceNow for more than three years.

ServiceNow is a stable solution, and I haven't experienced any downtime with it.

I rate ServiceNow ten out of ten for stability.

Around 500 to 800 users from the IT team and some of the business teams in our organization use ServiceNow.

Overall, I rate ServiceNow an eight out of ten.

We use ServiceNow for configuration management. We're currently setting up the CMDB as well as the help desk.

Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do.

The biggest complaint I have is that the ServiceNow search engine is not very robust. The term has to be typed correctly. It has to be exact. For example, if you misspelled a term in Google, it will give you suggestions indicating that this is what you may have been looking for. ServiceNow does not do that. I would like to see something like that. It would make it a lot better and a lot easier to use.

I've been using ServiceNow in total for about four years.

The solution has not gone down yet.

So far, the scalability has been very good. We have not run into anything that we can't do yet.

We hired a company to do the initial deployment.

My advice would be to have a good plan to start with. There's a lot you can do with ServiceNow. Therefore, plan out what you want to do, and then you can always revise your plan. Don't go in there blind, but know what it can do.

On a scale from one to ten, I would rate ServiceNow at eight. I'm very satisfied with it, but there's always room for improvement.

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. 

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.

The solution is being used for our ticketing system.

It is user-friendly and simple to use. 

The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release. 

I have been using ServiceNow for two years. 

The scalability of the solution is good. Presently, ten thousand users are using the solution. I rate the overall solution an eight out of ten.

The initial setup is easy. The deployment was done within a month. 

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

There are multiple use cases associated with ServiceNow. The major use case is IT service management, incident management, and IT operations management. ServiceNow offers GRC and solutions that integrate with other security systems for cybersecurity. I have been involved in both ITOM and ITSM.

ServiceNow offers a range of ITSM, IT incident management, and PRCPs. The entire platform makes it an excellent product for users. Its capability to manage end-to-end ITSM is necessary because no other competitor is offering such a comprehensive solution.

The utilization of AI in ServiceNow needs enhancement. Their incident management system requires attention. If you examine it closely, there's an extension available in the market for future consideration. ServiceNow is quite advanced in incident management solutions. If ServiceNow aims to improve its incident management capabilities by incorporating AI/ML and other general components, it would advance the product and enhance its use cases, ultimately boosting productivity. This would lead to improved overall value for enterprise customers.

I have been using ServiceNow for eight to ten years.

ServiceNow is a very stable product. I have heard a couple of integration issues in some places.

ServiceNow can be easily scalable. However, scaling down may pose a problem because, if someone has purchased a certain quantity of subscription-based licenses, they cannot be reduced. You have to complete the term of those licenses whether you're scaling down or up.

We cater the solution to enterprise customers.

Our delivery team used to interact with ServiceNow, and they used to receive support from them. They are responsive. Most of the time, issues are resolved. They ensure a smooth delivery process and quick response. In certain complicated situations, such as new integrations where ServiceNow is not supported, there is a lot of email exchanges.

Positive

ServiceNow offers a very comprehensive tool that covers end-to-end IT services and IT operations management. This is where enterprise customers seek an end-to-end solution. ServiceNow is being adopted by numerous customers. I have experience with BMC Solutions.

BMC also provides an IT service management platform called BMC Remedy. Remedy is less comprehensive and user-friendly compared to ServiceNow. I've encountered support and configuration issues with BMC Remedy.

There is a large pool of trained workforce available for ServiceNow. Considering their market share, which exceeds 60%, there are ample skilled resources in the market. ServiceNow technology has been established. I haven't encountered challenges with ServiceNow projects in terms of implementation or configuration wherever I've worked. However, the deployment can vary depending on the company and partner, and how they've structured their practice teams and training resources.

If it's a Greenfield project, then a new deployment is necessary. For enterprise customers, integration becomes the key focus. ServiceNow offers a substantial integration portfolio to address these needs.

Return on investment is good because once the overall comprehensive solution is deployed, it offers a lot of ROI to the end customers. If a customer opts for a point solution to manage their ITSM and adopts different technologies to integrate, it is going to cost them, and then it will add up to their complexity.

The solution is expensive compared to other tools but holds value for money.

Overall, I rate the solution 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.