ServiceNow Reviews

I'm the unit manager of the network operations center so I'm a core user of the tool. I don't get involved in the development, deployment or support of it, but we get a lot of tickets in the network operations center. I think probably some of the best things the tool brings to us revolve around the ability to manage all of our work. The intake of the work, tracking it and helping it move through the different processes so tracking incidents, then times they turn into a problem that we have to follow up and come up with a root cause.

For me as the manager of the network operations center, it's mainly around being able to track our work, know who is working on what, what our work volume is, how it ties to the different services that we support.

The reporting is one piece that's a lot of interest to me in the network operations center. We don't have a ton of metrics today mainly because we haven't put the effort in that direction, but we want to. I poked around on the reporting a little bit and I went to a session [at Knowledge16] on performance analytics. I thought, gee this looks like what I'm after but we have yet to purchase that module. I don't know if we will or won't so I guess I don't have enough experience to say. I see the potential there.

I think it's bringing a lot of stuff that's been handled by a lot of different applications and a lot of different areas in one place. We grew up with a few different areas which had their own tools for a long time for ticketing and managing assets. Basically bringing it all into one place I think is very beneficial.

I would say there really isn't anything I found that I really dislike. Now the caveat to that statement is we've been going at the deployment for a while. Again, I'm the user, the consumer side of the tool. What I'm waiting and watching to see is, as these new modules roll out, as we implement change and knowledge base, I've got myself and my group, we've got a lot of work to do yet just to learn the tool as it is today. We haven't really gotten into it far enough to say, "Gee I really don't like this."

The sense I get just from some of the classes that I've taken where I've been poking around in some of the tools that we don't have yet, I do see there's definitely a learning curve involved. Now I look at it like there's a learning curve involved in any new tool you bring into your organization. I think the overall pain of the learning curve maybe less when you have a common tool like the ServiceNow. If I get over the learning curve for problem management, for example, I'm probably halfway there with change, incident and the rest of them. A lot of things you're going to learn and want are applicable together. I think overall the total learning curve will probably be less.

I haven't had any issues. As a matter of fact since we've been using it, I can't think of one time where it was unavailable or had an issue. I haven't seen that as an issue from an end user perspective. I have it up periodically. The folks in my unit have it up all the time to monitor the queues and I haven't heard any issues with it.

I really haven't been involved in that side of it, we're the development side. From an end user, I think just as I've watched them enable more modules, bring on more things, I haven't noticed any kinds of performance issues.

We used BMC Remedy for ticketing system. We never really had a CMDB as we had various databases that housed different information so BMC Remedy, is the main one that comes to mind that we used prior to ServiceNow, that we'll be sun setting. We actually had some in-house tools as well that we developed.

We did so to manage things like our change records and actually that really was the formal IT CMDB if you will. We had some home-grown tools as well that we're working on sun setting.

There's another group in our organization that's responsible for the purchasing decisions. One of the things I heard that was maybe of concern to me, is that we had our in-house system that we used to communicate to our end user groups around change. I have some concerns about the ability in ServiceNow and the capability to notify end users of changes. I think if I was not mistaken that's in part due to licencing. We have about two thousand IT people versus total of about sixty thousand employees.

I believe there was a licencing cost issue around if I want all those people to be able to subscribe to change notifications. I don't quite understand how that works fully but I get the sense that there was maybe some cost challenges with that. From an end user perspective and the network operations center, we make a lot of changes that have the potential impact, large geographical areas and try to figure out how do to notify our end users. That's what I don't really know yet, how that ServiceNow tool is going to help us do that. We're still trying to figure that piece out.

One piece of advice I would give you from my perspective is that if you're going to deploy it, make sure you put the appropriate amount of effort into training the end users. I think there is some complexity learning how to navigate it and I think for a lot of people having a document to follow is challenging sometimes. Make sure you put the appropriate amount of emphasis on training. I've been in IT for about 26 years, I've seen a lot of this stuff grow up in pieces.

It's filling a niche I think a lot of people have really, really wanted which is bringing a lot of this information into one central location. The various areas of IT can no longer operate in a vacuum, it has to operate as one large cohesive IT department that aligns with the business. I think a tool like this helps bring a lot of that stuff into one place.

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 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.

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.

I have been exploring the wireless designer service on ServiceNow.

Although verbal explanations may be challenging, I can provide detailed comments and notes in the code. This facilitates collaborative learning in the catalog domain, making understanding various efforts and products simpler.

It's a straightforward and effective approach that minimizes the need for extensive explanations. It streamlines business processes, enhances efficiency, and fosters collaboration through its comprehensive platform, offering notable advantages in IT service management, automation, and customizable applications.

It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee. The functionality of the mobile application is still not entirely clear or optimized. The UI of the mobile application needs improvement.

I have been working with it for two years.

It provides good stability. I would rate it eight out of ten.

The technology is growing rapidly. I would rate its scalability capabilities ten out of ten.

The initial setup was fairly straightforward. I would rate it nine out of ten.

The cost is quite high. I would rate it ten out of ten in terms of pricing.

Overall, I would rate it ten out of ten.

Overall, I've been satisfied with the product.

I've found the solution to be scalable.

The stability has been good overall. The performance is reliable. 

It's mostly an intuitive product. It's actually easy to understand. 

Technical support is decent. They are helpful when we have issues. 

The pricing could be lowered. It's pretty high.

We have had a few issues with the Agent Client Collector setup, however, that's probably at our end for some network blocking reason, or something like that.

Their GUI could be updated. It's a little bit old-looking right now. 

I've been using the solution for three or so years now. 

The solution is stable and the performance is good. there aren't bugs or glitches. It doesn't crash. It's reliable. 

The product is scalable. If a company needs to expand it, it can do so. It's not a problem.

Technical support has been fine. We are happy with their level of service in general. 

The price is high. However, I don't pay for it. I'm just an employee. I can't speak to the exact costs. That said, I know it's an expensive product.

While we are working with ServiceNow, we are looking into Device42 to see if that could be used for scanning our infrastructure right now.

While I have used ServiceNow for some time, I'm not an expert. I was sort of admin in a previous company where I worked, however, now I'm only, more or less, a user of ServiceNow. I'm a consultant. 

I'd rate the solution at an eight out of ten, based on my overall experience. 

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. 

ServiceNow is helpdesk software that I have some experience with. This is not a solution that I deploy. Rather, I interact with it using hooks between it and NetBrain.

It is used for the creation and tracking of tickets and incidents, tasks, projects, and self-ordering. Our parent company uses ServiceNow for ordering and it has been utilized with a lot of different workflows. This is something that we never did but now that we've merged together, and we've merged our instances of ServiceNow, it means more of those self-service tech catalogs now in place and utilized.

As an end-user, I have not had any real problems with it. I use the capabilities that I have to and it's one of the tools that I have to use because that is where tickets are presented.

ServiceNow is a very powerful tool that can perform a lot of different functions.

There is inherent complexity with this tool because of the number of things that it can do.

My company has been working with ServiceNow for close to 10 years.

This is a stable solution. There's very little that I'm aware of in terms of hiccups and complaints.

As an end-user, I have not been in contact with technical support.

We did have an on-premises solution until about a year and a half to two years ago, and now we're using the SaaS version. That changes features and then tools, and perhaps other things as well.

ServiceNow is a very powerful tool and with power comes complexity. It's divided up well, and I have experience updating tickets in it. In my opinion, it can do a lot, although some people think that it should do a lot more.

I'm not convinced that it should be the source of truth for everything. Some people promote it as the source of truth, but in networking automation, there are multiple sources of truth. For example, Active Directory is your user source of truth. IPM is your IP source of truth. The ticketing system has access to a lot of things, but does it need to be, and should it be the source of truth for something? I don't think so.

I think that it should pull from other places and be a collection of sources of truth. It's not the source of truth for users, it uses users. It's not the source of truth for devices, as devices are managed elsewhere. However, some people try to force it to you be that source of truth. I think that following such advice can lead to trouble.

Again, it's a very complex system and you can make it do whatever you want. It's just a matter of getting it to react the way you want it to.

I would rate this solution a five out of ten.