ServiceNow Reviews

We initially got on board because it's a single system of record, and we're trying to centralize a lot of different apps. It's enabled us to decommission a number of different systems that we were using such as incident change, problem management, asset management, financial etc. and it's enabled us to pull them all together so now we can develop an entire portal inside of ServiceNow. We just enabled it last month, to bill out catalog items and we have been able to use the financial element to then cross bill all to our lines of business, so it's been huge success for us so far.

There's are a lot of benefits, and it depends on our audience. In the department I work in, Technology Portfolio Business Management, the biggest benefit was the ability to do asset management in a centralized place and to do the financial elements of that together. I also work with the Infrastructure Team and their key element right now was to centralize incident problem and change and build those functions out of the company. We're now expanding it to another audience which is our global Network Operations Center, and for them the biggest benefit is going to be a centralized dashboard of all their event management. Then we have another infrastructure team that would say the biggest benefit is probably the business process mapping element and the ability when there is an incident to be able to drill down and understand exactly where those problems are in the environment.

It's so new to us, everything is shiny and everything works well so it's hard to state that right now. We are pretty much loving everything, especially at Knowledge 16 where we got all kinds of new ideas to expand our footprint in the company. I'd say we don't have a lot of negatives, quite yet. There's a few little limitations that we run into with each of our implementations but they're very minor. Drill down capabilities and reports maybe or I think one of the bigger ones we ran into with our financial management implementation was that there weren't enough layers in the hierarchy to do all the split costing that we were trying to do but we worked through it. We just managed it a different way. Part of it was how we did it beforehand and trying to bring that in versus what ServiceNow says is the best practice, so we're still adapting.

We've been using Geneva in-house for about six months.

It's been beautiful. We spun the thing up as soon as we signed the contract. Right away they asked us what they names were. We had development tests and production instances. I can't speak to how fast it was bit to was pretty quick. We've not had any system interruptions whatsoever. It's been available 24/7.

We had some homegrown tools, and for incident management itself we had a multi tenant instance with a vendor called Compucon. We shared an instance which wasn't going well, so we brought it in house and then decommissioned our internal apps.

It was incredibly easy. We had the vanilla version and then we used a professional services vendor to kind of help us weed through what was there, to help us understand it, do some initial workflow set up, so it was very simple.

Our current challenge, because it's a little bit of a rub right now is we're going through re-negotiations on contract because absolutely you're going through the big sales pitch, it can do everything at a cost. We were given all of it, and we purchased a small amount and now we're saying, "Oh yeah, we want to do that." Well, more fees for that, more fees for that. So it's been a real challenge to understand what that pricing structure looks like.

That's one thing how they bill off of nodes and CI's and stuff for some of the capabilities and then we've had a challenge with. Getting to a steady state with our IT users, understanding what capabilities they can truly have with the matrix that was provided to us, and then given a sufficient amount of time after go-live to really reconcile and get to a steady state before we go through and re-calibrate the contract to include whatever. So that's an active conversation that's happening right now but we're working with some great people so we're confident we'll get through it.

So far the people we've been working with are great. The system is available all the time, and we have high hopes for the single system of record concept where everything is linked together. We love the user experience concept that we're starting to roll out. That's a huge piece for us as our big disconnect from our business slash end users in IT, the way they communicate, throw things over the fence. We see this as a great opportunity to kind of bridge that gap and kind of bring both players together.

One of the reasons we're moving over financial management in addition to system of record is we use VMWare and we're shutting down for very specifically to that container or that tool. I think we're paying VMware three, four, or five times what we're paying with ServiceNow so, we have a huge desire to get off that in short order plus we're already seeing more features in ServiceNow for value add then what we had in VMWare.

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.

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.

We used ServiceNow for various functions like incident management, ITSM (information technology service management), and we also used it for CMDB (configuration management database).

I worked for a manufacturing company and we were using ServiceNow for managing the company's IT functions, particularly for ITSM.

In my current company, we use it for CMDB.

I found the reporting capabilities of ServiceNow really valuable.

The service catalog feature is also interesting, particularly because it is highly customizable. You can create anything you want to create. This is one of the good things I like about ServiceNow.

Its integration capabilities is also a valuable feature because you can connect ServiceNow with any other application.

What could be improved in ServiceNow is the response time or loading time. It's slower, but it could be based on the license you have. Everybody here in our company says it is slow whenever we access it, so that needs improvement.

The user interface can also be improved. They should make it better than what it is currently. It should be more user-friendly.

An additional feature I'd like to see in ServiceNow has something to do with its out of the box pattern. Currently, I'm using it mainly for CMDB. Each company will have different hardware or configuration items, but ServiceNow only provides certain scripts or patterns to discover all these onto the CMDB.

If there's any new device, we'll need to customize the out of the box pattern, so maybe that's a feature that can be improved. With any device you add, everything should be added on the CMDB using whatever out of the box pattern or script is provided in ServiceNow. Currently, that is not the case.

If we have a new device that is added to our company's network, we have to go and customize the existing ServiceNow pattern to discover that device. This is the problem we're facing.

I've been using ServiceNow for two years.

This tool is stable. It performs well, but like I mentioned, its response time can be improved, but overall, it's good. It's reliable.

I find this tool easy to scale.

Every now and then, we'll face some issues with scripting, pattern, etc. We always go to the HI portal which is the maintenance portal of ServiceNow, and there we ask for support by raising a ticket to ServiceNow directly.

The support is not 100% good, because sometimes we experience delays in their responses, but it's okay. It's not bad. They'll see to it that they resolve the issues, but it may not always be on time.

We used BMC Remedy, but since we were using a very old version, we can't compare it to ServiceNow. ServiceNow is a lot better and more user-friendly compared to that tool.

For large-scale companies, the cost of ServiceNow is not expensive, but for small and mid-scale companies, it is higher. I worked with large organizations and they never had a problem with the cost, so it depends on how large the company is.

I evaluated BMC Remedy.

I'm using the latest version of ServiceNow.

I was not involved in the initial setup of ServiceNow, whether in my previous or in my current company. I do not know much about it, but how easy or complex the setup is will depend on the company. If it is a large-scale company, the initial setup would be complex and it'll take a lot of time.

Even if it's deployed on cloud, it would still require maintenance. We just purchase the licenses and initially during deployment and training, they'll help. After that, it depends on the company to manage and maintain the solution. If we get into any issues, we'll definitely need to reach out to them.

We are 1,000 people in IT, so we have 1,000 IT users of ServiceNow. As for end users, we have between 30 to 40,000 employees in the company, and at least 30,000 employees will submit a request or incident using ServiceNow. We're using this tool on a daily basis.

I don't think there is any additional costs, as support is covered in the standard fees, but I could be wrong, as I was not involved in the initial setup or financial discussion, so I wouldn't know much about it.

My advice to others looking into using ServiceNow is that they can do their research and ensure that this platform is the one they're looking for. If after reading all the information and comparing different ITSM options available, they find that ServiceNow suits their business, then they can go for it. They should not go for it blindly, because there could be many others which are better than this solution. They should research well before they make their decision.

My score for ServiceNow is a seven out of ten.

We primarily use the solution in a variety of ways, including the NOW platform (CMDB, Workflows, Service Portal, Service Catalog, Reporting), Custom AppDev, SecOps (Vulnerability Response with Tenable integration and Security Incident Response), Governance Risk and Compliance (GRC), IT Service Management (ITSM), IT Asset Management (ITAM), IT Operations Management (Service Mapping, Discovery, Event Management), IT Business Management (including Project Portfolio Management (PPM)), HR Service Delivery (HRSD), Software Asset Management (SAM), and Facilities Service Management (FSM).

We can now transform operations from excel spreadsheets and emails to a central system of record/truth. ServiceNow can either replace or integrate with a prospect/customer's existing solutions - especially if such integrations are common.

ServiceNow ensures a customer's investment by having 2 releases per year.  Prospect/customers considering implementing or expanding its ServiceNow investment should enlist the help of ServiceNow partners to support their effort throughout their journey.

ServiceNow is an industry leader in multiple areas and provides an excellent ROI. 

The platform (PaaS) is a low-code/no-code platform on a secure Infrastructure as a Service (IaaS - Government Cloud Computing environment (GCC)), with a single data model and a single system of record. Its applications (SaaS) can easily be extended with workflows and other built-in APIs together with the ServiceNow Integration Hub and other applications available on the ServiceNow Store. The platform is very flexible and built to be integrated.  

ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

I have no further information to add to this, however, there is much more information offered by Forester, Gartner, and ServiceNow to augment this input.  

We are a ServiceNow partner, as well as Salesforce and other cloud-based IaaS, SaaS, and PaaS transformative solutions, and have been for over 10 years. Often, we are engaged with our customers for years, helping to build roadmaps that allow them to expand their solutions over time because resources are limited and organizational change management takes time.

Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities. As ServiceNow and its partners/customers expand the capabilities, I see new vertical applications being created (currently underway for TELCO and other industries). Stay tuned for more updates that not only provide new capabilities but also enhance existing ones.

I've been implementing ServiceNow for over 5 years for various clients.

The solution has excellent stability and we're working with a client that has one of the largest implementations of ITSM and SecOps in the world.

The solution offers excellent scalability. For example, currently, we are working with a client that has one of the largest implementations of ITSM and SecOps in the world.

The product offers excellent support.

Yes, the process is straightforward, but using an experienced services firm is best - especially if implementing the product for the first time.

CoreSphere, LLC - CSAT scores are published on the ServiceNow partner page. Other are reviews completed in the US Federal government's Contractor Performance Assessment Reporting System (CPARs).

The ROI a company can get depends on the customer and the investment.

We use the solution as it's a requirement for our standards of use in the future. I primarily use the product to look for tickets. I also check for future projects and so on.

The solution is very easy to use.

Now that I've worked with it a little bit, I can find what I need rather quickly.

It was pretty easy to implement the solution.

The solution is quite sizable. There are a lot of features.

It can scale well.

The product is stable.

The solution integrates well with other products.

We've been pretty happy with the level of support they offer their clients.

A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time.

I've only been using the solution for a few months. It's only been a rather short amount of time.

The stability of the product is good. There aren't bugs or glitches to deal with. It doesn't crash or freeze. It's reliable.

The solution is scalable. If a company needs to expand it, they can do so.

At our organization, there are about 300 users on the product currently.

We'll be using the solution into the future.

The solution has fairly good technical support. We're pretty satisfied with their level of service. I'd say they are responsive and knowledgable.

We previously used HP before switching to this product.

The solution was easy to implement as it wasn't styled out. It wasn't too complex.

Normally there is staff training near the beginning. This is not the case anymore. You can use it right away, however, it is difficult in the beginning, coming at it from a new user's perspective. That's the main thing to keep in mind. Organizations should be aware of this at the outset and plan for it.

During the implementation, we did get help from outside sources. This assisted in the setup process. It helps if a company gets training before as well.

I'm not responsible for licensing and therefore don't have any information in terms of pricing or cost structure. It's not something that I need to worry about in my day to day.

I assume that we are using the most up to date version of the solution. 

I would recommend the solution.

On a scale from one to ten, overall, I would rate it at an eight.

We use it for ITSM and ITBM.

The area where we have benefited a lot is that, initially, it was very difficult to have end-to-end visibility into what was happening. We didn't have any kind of top-down or bottom-up approach to CMDB and ITSM processes across it. We were able to establish that with ServiceNow. Our other ITSM models are pretty dependent on CMDB elements, so that gives an overall picture of what is happening and where it is happening.

• Request module
• Orchestration
• The PPM Module is pretty important in our organization

The workflow is something we use on a day-to-day basis. It's pretty handy the way it is in ServiceNow. 

As our ServiceNow implementation focuses on Healthcare domain which is highly regulated , Hence we are unable to follow the full agile way to develop/implement application enhancement or new requirements , Hence we follow a hybrid delivery model where  we have integrated following servicenow modules Demand-Requirement-agile Developement- Test Management -Defect Management- Change Managementto bring our releases/changes in a regular basis , enables us to practice CIP & also helps us in having an end to end tracebility.

Also, in the Service Portal, use of Angular JS gives a very good look & feel & a lot can be done with OOB widgets - By modifying existing widget which is pretty simple, We can leverage a lot on top of it. 

Finally, I also like the architecture for collaborating between business logic and client interaction on our client interfaces.

For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration. That is one area for improvement.

Apart from that, initially, we struggled with financial forecasting and financial management in the PPM module. That needs improvement along with the IntegrationHub which came out in a recent release. It's still in its initial stages. That could grow into a more solid solution that could be more helpful.

It's pretty much a stable product.

It has good scalability.

There is a version upgrade every year, which ServiceNnow pushes, so it remains pretty scalable if you remain pretty close to out-of-the-box. It becomes less scalable if you go in a direction where you want to use ServiceNow as the platform and build your own solution with complex logic behind it. Then, that's an issue.

I would rate the support they provide us, at above three out of five. If they do not come up with a solution or our request is out of the scope of their support, they do help us with a direction for how to get it done.

To start with, we wanted a global planning platform for all our ITSM activity, throughout the business, for internal IT. That's the reason we started migrating ITSM from different groups to ServiceNow. We did some homework on that, such as what was the market position of ServiceNow and how we could integrate with other third-party applications. After doing that analysis we came up with the ServiceNow as our option.

The setup, on a technical basis, was not that difficult. But if I want to involve different businesses into using change management, it becomes a challenge to understand the process and implement it on a platform which is standard for everyone. So it's not really the technical aspect, it's more the procedural aspect.

It took us about eight months to roll out ITSM. But after that, we have had other instances where we use a custom solution, out-of-scope applications for our customer service area, and we were able to implement it within three months.

Initially, the deployment was done by a solution partner and, to be honest, they came up with some functions that activated a lot of things which were not needed. But at that moment, it was very necessary for us to quickly jump into the ITSM module and make it available for everyone.

Later on, we realized that there were many things implemented which were not needed. Many approaches were customized but were not required. For example, Incidents is the table where we are currently doing requests, and that was introduced by the solution partner. But when we involved request-management with Incidents, we somehow missed out on a lot of process automation. There is a powerful workflow with this solution and you can do a lot of process automation, depending on different services. 

We looked at 

• BMC Remedy vs ServiceNow
• Micro Focus Service Manager vs ServiceNow
• JIRA vs ServiceNow
• and Cherwell vs ServiceNow.

You can get the most out of ServiceNow if you align your processes more towards the out-of-the-box solution, and not over-customize it to create a solution.

We have 3,000 users hosted on it but not everyone has write-access to the system. There are users who are end users who get Portal access to manage their tasks. Apart from that, there are a few fulfillers who are using the write-access: the support staff, such as the change manager or change coordinator. And then we have admins.

In terms of extent of use, currently, we have more than one instance of ServiceNow. We have three different instances for three different areas, and they have their own sets of uses.

Maintenance is mostly outsourced to a vendor who provides elemental and entry support. We are keeping more of the architectural and solution-designing work in-house.

I would rate ServiceNow at eight out of ten. It could be a ten if we had a more central way of connecting ServiceNow with different systems. They have taken initiative with the IntegrationHub and I'm really looking forward to that. Also, virtual assistance is something that has started, but we have so many requirements regarding intelligent agents being integrated with it. I'm looking forward to that. If ServiceNow rolled those solutions into it, it would enhance our end-user experience and I could probably rate it a ten.