ServiceNow Reviews

I would say the ability to create applications that follow a standard workflow as well as record producers. We handle a lot of requests from our entire university. The biggest thing is giving our users a service catalog with a bunch of simple items, most of them are record producers, some of them need a workflow, just allowing them to go in and very simply submit request. For us that's probably the most valuable feature.

They've gotten to a pretty good place with where they are right now. I think a lot of it is going to be that citizen developer, making things a little bit easier to interface with. I really like the new rest messaging they put in there that allows for much easier integrations. I like most of the new application stuff and the IDE. I'd say from here, just smoothing out that whole IDE development process, making it easier to make changes to global in the IDE if that's where they really want us. Some improvements are probably needed there but I don't have anything massive on my list that ServiceNow needs to do.

I've personally used it for about four years.

I had no issues. When there is potential for a downtime, they always email me and let me know. Even when I get those emails, I've experienced mild hiccups but beyond that, I've never been locked out for more than maybe 30 seconds in 4 years.

When we started, we had about 35-40 IT folks inside of ServiceNow, plus probably about a thousand end-users logging in for self-service. Now we've probably about quadrupled that at this point and run into very little snags. I would say the biggest thing with scalability for us from a ServiceNow perspective is just make sure your user data matches whatever you're using elsewhere. We use single sign on and we need to make sure that the user data in ServiceNow matches that so that users can actually get in when they're supposed to get in.

It's mostly good. I would say there had been times where it's taking a long time for a resolution. Sometimes that's probably just due to the fact that whatever I'm submitting is not that important. I'll happily admit that.

I've had some issues that have taken four to five months to get fixed. Again, we're not talking the show stoppers. When I needed something, I've had probably two cases in the last few years where it's just been absolutely integral, like I'd get an answer right now. They were pretty good in those situations.

I would tell you that for me and for what our business uses, I highly recommend it, but that you should look at their business case and see if you need a product as fully-featured as ServiceNow is because it comes at a cost. Depending on what your needs are, it's possible to look at other products. There are a lot of similar products out there. ServiceNow is probably not the cheapest but if you have a specific set of needs particularly the ease of building applications, request forms, stuff I mentioned earlier, I think it's the best product on the market.

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.

ServiceNow can be deployed for everything, in terms of ITSM, CSM, facilities management, HR, financials, CMDB, asset management, and orchestration. You name it. It's really used for everything.

What I found most valuable in ServiceNow is that it's a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being a cloud-hosted platform also means ServiceNow is available 24x7 on any internet-connected device. You can also try the platform for free by grabbing a free developer instance from the ServiceNow website.

Customization, data import and export, and data backup are also features I found most valuable in ServiceNow.

There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement, so the UI would be the only thing in the platform that needs improvement.

I've been a partner of ServiceNow for three years now.

ServiceNow is a stable platform.

ServiceNow is a scalable platform.

I find the technical support for ServiceNow good. It's rock solid.

The initial setup for ServiceNow was straightforward.

I don't have the numbers on the ROI from ServiceNow, but we have experienced ROIs from some of our customers ranging between six months and one year, depending on the models they have.

I'm dealing with the new version of ServiceNow: San Diego, and I'm also dealing with its previous version: Rome.

I find ServiceNow a solid platform, and I can't think of any area for improvement. If anything, the San Diego version is even better than the Rome version, and Rome has been solid, so I wouldn't change anything about ServiceNow.

The maintenance of the platform is automatic, but for maintenance in terms of fixing or reconfiguring things inside ServiceNow, we offer professional services for that. For maintaining one project, we need 10 dedicated maintenance personnel, out of the 21 maintenance personnel we have within our company.

My advice to anyone looking into implementing ServiceNow is "Go for it", especially because the platform does everything. ServiceNow is a system of record. It's really everything, e.g. everything is a record today. A ticket is a record, an asset is a record, a bill or an invoice is a record. Everything is a record in a giant database.

The platform is also cloud-based, so people don't even need to think about investing on hardware to host the platform. The platform is hosted on cloud, so it's available 24x7, on any device that has an internet connection, e.g. laptops, computers, mobile phones, etc.

If people need to try ServiceNow, they can enter the developer mode in servicenow.com, and just grab a free developer instance for a couple of weeks and give it a try at no cost. ServiceNow is a no-brainer.

I cannot think of anything that needs to be improved in the platform, because if there is something that ServiceNow does not do out of the box, it offers a way or a means for you to build it from scratch in the application builder. Even if the platform would not offer something commercially available to be deployed with no hassle, e.g. without the need for building it by yourself, or programming it by yourself, or hiring someone to do it for you, it has the means to create it almost codeless. It already has sufficient customizations. It has data import and export, including data backup features. I cannot think of anything that ServiceNow cannot do at the moment.

I'm rating ServiceNow nine out of ten, only because I never give a ten to anything.

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.