ServiceNow Reviews

We use this solution for managing IT assets and business operations.

We are also using it to help make better business decisions.

Using ServiceNow has forced conversations around the whole IT domain, on how we can manage the IT assets through their life cycles. This starts with identifying the need and introducing it, developing it, and deploying it, to then eventually making decisions to remove the asset from the operation.

I can use it to see the whole life cycle.

As a company, it's about how you get your data in there and manage it.

I like all of the operations and features that I have seen.

I like that it's running on a unified platform and that there is no data integration.

I can get a real-time view of how our assets are performing.

I also like that with the operations running on a unified platform, I can then get a better picture of ITHealth through the application platform management tool.

I really like what they've done with their common service data model because now I can make a connection between the business process and technology. I can start showing the role some of the technologies are playing and talk about the health of the technology and even connecting it up to the business strategies. You can do that with the APM component.

I like having one platform to get that view.

The marketing needs improvement. This platform can really do a lot and I don't think they do it justice for what it can do. 

I have to go out there and market things. Whereas I think if their teams were a little more in tune with what they could actually deliver, they would do a better job selling it.

I still haven't seen a holistic picture of the whole platform and what they can really do. I don't know if that's intentional or if they're not selling it.

The visuals are the one area where there is opportunity for improvement. 

The reporting can be difficult, but they are making it a little easier to create reports or introduce a wizard to help you walk through them.

You have to know the entity-relationship diagram to get the right data and make the right connections. 

The visual representation of the data is an area where they fall short of, but they do have a partner who is native to their product. It does a much better job visualizing the data. I don't know if that is there, the way they're closing the gap.

I would like to see, from a business process automation perspective, where an engineer or architect could implement the automation. You don't have to write the spec and hand it off to a ServiceNow developer.

For some of the things that are happening with the other BPM tools, I'd like to see ServiceNow be a little more user-friendly. Another thing I'd like to see is that they have a representation and their service taxonomy of a more modern application for events business logic, as well as APIs. As it is now, it's still in the application and infrastructure perspective, but that's not totally a modern construction of an application.

I have been using ServiceNow for 12 years.

We are running the current version. 

From a SaaS perspective, it's very stable. I think in the 12 years that I've been running it, I have seen maybe one or two outages. For the most part, it's pretty stable.

I haven't really experienced any performance problems. I am assuming that they are monitoring and extending it when they need to.

I don't know how many users they have at my current company. In my last company, we had more than 1,000 users. They were primarily IT except for the work request part of it that came in from the entire enterprise.

It is being used extensively. There are definitely plans it increase the usage. I am working on the plans to extend it. It was just introduced in March, more for the kind of IT service side of it. Problems, incidents, change, and work requests for example. 

Now I am looking to bring in governance, risk, and compliance. 

Also, having conversations with other areas like business continuity, disaster recovery, and security about how they could leverage the same platform for some of their operations.

I think whoever purchased it had this in their vision, they're just not communicating who's vision right now. I have been having those conversations to get people to understand what we will be able to do in the future so that they buy into making the move and investing in learning how to use ServiceNow.

I wasn't on the support team. I am on the architecture team, but as far as technical insights go, and to help make decisions, they have been very good at sharing knowledge. 

I have a couple of connections right now who, as I'm trying to push things out a little bit more, I'm pinging. I am getting help with enterprise ERDs and different things, and they're very responsive to them.

I was not involved in the setup of this solution. It was already in place when I started with the company.

To others who are interested in implementing ServiceNow, I would say, consider it for running your IT operations, but implement it capability by capability. This will allow you to see the big picture of what you're going to get at the end of it. You can't do a big bang approach on this. Rather, you have to be very deliberate in how you implement it.

They have thought through it, and not just the whole domain in the platform but now they have connected it to the business side, the business needs and the processes, the work that people do down to the technology. I think that was missing a few years ago, probably more than a few years ago. Because I think they met with them in 2016 around it. But they have got that now, and it is really powerful. 

I've been working through the taxonomy with different parts of the organization and the fact that they can start making some of these connections in a system I think is phenomenal.

Also, they have the assets included. When you do an assessment to see, how healthy it is, you can not only see who has impacted the business applications that are impacted, which drives you to the people and the processes and all those things. You can also see what the root cause of the cross problem is, and manage the root cause in a more holistic manner.

For its space and what it is capable of doing, I would rate ServiceNow a nine out of 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.

The solution is used primarily to report incidents and then to follow up. It's mainly used for ticketing and incident resolution and tasks of that nature. I look at incidents and see the resolutions and report on that.

The solution is reasonably straightforward to use. The only thing I can say about it is, it presents me with the incidents that I've reported, so that's good. I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense.

The solution is very stable.

I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious.

We've been using the solution for around two years now. It hasn't been that long.

The product is extremely stable. There are no bugs or glitches. It doesn't crash or freeze. It's reliable. It has not been problematic at all.

I can't comment with authority, however, I would say we're a big company and there are probably lots of incidents and lots of demand for it across the company. I'm assuming it's pretty scalable.

We have around 5,000 employees in Canada. However, we're a multi-national. It may not be the case that all countries are on the same platform, however, internationally we have up to 100,000 employees.

it's used quite extensively in our company. On top of that, we are resellers, and we have many clients that we have implemented this for as well.

I've never dealt directly with technical support. I can't speak to how helpful or responsive they are.

I've talked a lot with our groups that implement ServiceNow, and I haven't talked to them specifically about what it's like, or what kind of support they get from ServiceNow when they're implementing. However, I would guess that it's reasonably good, as I suspect it would be a pain point for them if people complain more about things when they're not working due to the fact that it wasn't set up right.

Before the company implemented ServiceNow it was more of a conventional help desk where you as a customer would call in. They might've had a tracking system that they used, however, they didn't give it to us. The thing about ServiceNow is that you get the users to self-serve. We report our own incidents. They never used to do that before ServiceNow.

We have a team in-house that can handle implementation for clients.

I've looked into HEAT. I'm looking to evaluate it with Service Now.

I'm in consulting. I'm not in the group that does the ServiceNow implementation, however, we have people on staff who do it. We've implemented it in our company and I use it as a user, however, I'm not a guy who configures it.

I'd advise new users to get someone, such as a consultant, to help them implement the solution. I don't actually have enough knowledge about it to really give advice. My understanding is it's a good, solid system. In our company, people are quite bullish about it. The best general advice I could give is, if you're getting someone to help you implement it, make sure they're people who know their stuff. If people go for cheap and cheerful support in implementation, they can have problems.

I'd rate the product at a six out of ten. As a self-serve product, it's kind of the middle of the road compared to other online experiences you get as a consumer. It's pretty bare-bones.

We mainly use it for requests and tracking incidents. We are onboarding our HR team, and they are going to start using the HR module in it as well. We also use it for asset management and configuration management. 

We are using the Paris release.

I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution.

We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users.

We are looking for more automation in the box and the chat feature.

We've been on ServiceNow for two years.

It is stable. There are no issues at all.

We have around 60,000 or 70,000 users or maybe more.

I haven't contacted them.

We used an IBM tool. We switched because we were told that we were switching.

I didn't set it up, but it is pretty simple.

It is a great tool. Most companies in my industry use ServiceNow.

I would rate ServiceNow an eight out of ten.

We use ServiceNow for all service delivering processes within service management. For service and incident problems, change and configuration management, relief management, and event management.

Within our organization, there are roughly 30,000 users, using ServiceNow.

From a service perspective, I think that being able to customize it great. It's a very low-code platform, and it's simple. The user experience is also really good.

From a configuration/discovery perspective, how you map your infrastructure and the relationship — that could be improved in a sense to make it simpler. I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great.

You just need plenty of experience with the solution, then it becomes much easier to use.

Other than that, I can't think of anything else that I would like ServiceNow to include in the next release. 

I have been using ServiceNow for two years.

ServiceNow is very stable. The scalability is also great.

I can't evaluate their technical support because I don't get support from ServiceNow myself. I'm responsible for implementing it for our clients, but we don't provide support.

The initial setup was very easy.

Initially, deployment took us eight months. Once we had some experience with it, we could deploy it in four months.

My advice would be to evaluate the license more — seriously look into their licensing options. The way that ServiceNow licenses the product, there is no concurrent user model so you have to pay for each user, and each type of user, that uses the tool. It can be very expensive depending on how you use it. Sometimes you cannot implement other modules because they don't have a budget for that. So make sure you correctly look over the different types of licenses to make sure you understand what to expect.

ServiceNow should review and make the solution more flexible for clients who have more users, or users that are not concurring, to know how to share licenses. To have options depending on how the client wants to use them so that everyone can benefit from it — that would be my advice. 

Overall, on a scale from one to ten, I would give ServiceNow a rating of eight.

As a developer, I work on ServiceNow for HR solutions and a few other Service Portal functions.

Other solutions are integrated with different applications and tools, but ServiceNow is quite centralized, fully managed, and you can find everything in one place.

There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic. There have been advancements in ServiceNow.

It gives you all the APIs out-of-the-box and you can directly write code with them.

There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great.

Also, the first time we looked at the Service Portal, it was quite hard to understand its interface. People were looking for things, like the email functionality in Service Portal. That was not available and there were other things in Service Portal that were not up to the mark.

It's stable and it's improving. You can't compare ServiceNow with any other tool.

I have seen many changes in it. Previously, it was limited in its functionality, only for configuration management and the like, but now you can see it has many applications in it.

The scalability depends on how you utilize the tool.

As for the number of users on ServiceNow, I have been involved in a project where it was to be utilized by almost two million users. That was the biggest project I have worked on. There were internal users and outside users.

There were issues during the migration. They have certain locations, certain countries with different data, with different languages. We usually do the migration according to the country in which it's operating. We were doing certain migrations and, all of a sudden, when it reached a level above one million users, the nodes were very full and ServiceNow was unable to respond. We thought maybe it was due to our scripts. We checked everything first but it was working fine in the dev environment and the test environment. But when it came to production, there was a big risk and a big impact on the business.

We reached ServiceNow, even though it was not business hours. They said they had certain things on a low infrastructure and they told us that they would be migrated to a higher infrastructure and that we would have access again. We implemented it on a Sunday morning and we thought it would be working but on Monday we had a huge number of emails and calls and it was a day full of pressure. But we were able to solve it and get it back within an hour.

Usually, we don't reach out to ServiceNow until we know the problem is not in our hands. As a gold partner, our company has access to on-call support and direct access to ServiceNow's experts. We are able to contact people there, at the business level, and get things done.

We recently had an application tool that was supporting certain tasks in HR case-management. That tool has certain capabilities but it's not up to the mark when you compare it with ServiceNow. It provides you details about the task, but it does not have the basic functionalities like chat and email. It has to be integrated with other tools for those things.

As a developer and partner, most of the time the setup is customized. Right now, I'm working on a module called "Ask your HR." There are different sets of modules available and inside each module there are different sets of reports and functionalities, such as drag-and-drop, etc. It's full of customization. Whatever you're building, it has to be done from scratch. It's not like the functionality is available out-of-the-box.

We do follow certain documentation and steps. Whenever we do a migration or implementation, we check for the available system capacity. We have a team that allows us to do testing on it and see what kinds of things can be done, or how we can migrate directly to ServiceNow.

We usually don't go with a full-fledged migration, we do it in phases, Wave 1, Wave 2, and Wave 3. Each wave has certain things in it. We will plan it accordingly and, once the wave is successful, we'll do regression testing of certain scenarios and check whether it is up to the mark or not.

Back in 2011, BMC Remedy was at a peak and people were focusing on it. But starting in 2014 and 2015, ServiceNow came on and its competitors were watching. It went from about ten to 20 percent of the market to almost 40 percent of the market.

I would rate ServiceNow at nine out of ten. It is all about improvement, about getting things from your legacy system to the latest one.

I'd say auditing, asset tracking, following tickets, and making sure what our employees are doing. The ticketing system though is what we rely on most. I'm able to follow what my co-workers are doing so we're not stepping on each other's toes. This enables us to be as productive as possible.

Compared to HPE Service Manager, ServiceNow offers a lot more customizations and a lot more plug-ins that you can throw in there. I'd just say it has a better ability to customize, and developers can get in and get dirty.

It has a good document repository which translates into a good knowledge base with good articles. Looking at tickets, charts, and the dashboard. Seeing what everyone's working on - it's cool.

To have this external facing site, we can pretty much face talk any customer we need to. They can log into a single portal using single sign on, which means they can use the same account to log into their machines and our environment. Sending tickets to a central location. Being able to track those tickets to see where their requests and incidents are in the process.

Just ease of use for people who aren't very technically savvy. Sometimes it does take a lot of customization to make it easier for the user to use but for someone who's technical, it's pretty straightforward.

I actually worked with a smaller team with Optum that does POCs and we've actually been proving out ServiceNow for about four years. Now they are up the street we call it, the greater organisation is implementing the same thing using HPE Service Manager. I think their goal live date is July this year.

They're always very functional about updates and patching.

The fact that it's tied directly into LDAP means that it's great. I don't think there's a limit.

It depends how deep you want to go. You can use it for pretty much for anything. I wasn't involved in the implementation of it, but from a management perspective, it's pretty sweet.

I would say that it's just very straightforward. You want your users to have a good experience. With ease of use, I'd say it's perfect.

We use the solution to manage a suite of applications.

The solution has an efficient code engine. It helps implement the workflows very well.

The solution's stability and pricing need improvement.

We have been using the solution for eight years.

It is a stable solution, and I rate its stability a seven. Although, the troubleshooting functions are complicated to use.

It is a scalable solution. I rate its scalability as an eight out of ten. 

The solution's initial setup process is easy. The time taken depends on the volume of code.

The solution is expensive. I rate its pricing a seven.

It is a good tool; I rate it a nine out of ten. I advise others to ensure that it fits their business use cases.