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Service Desk and Prediction Manager at a consultancy with 5,001-10,000 employees
Real User
An extensive solution that offers excellent incident and change management features
Pros and Cons
  • "The solution offers a lot of opportunities for integrations. We can integrate with Slack, Azure, all the API alternatives, etc. There's a lot of integration modules provided."
  • "The timing reporting module, and how it's used is a bit difficult to understand. Everything related to project management is quite extensive. It needs to be simplified. At first, our users didn't want to use it, because it seems a bit complex."

How has it helped my organization?

Previously, when we had incidents, we couldn't discover where a bug was coming from. Now, if we have an incident, we attach it to an application, and when we look at the application, we know the specific development machine, and we know that it's on specific hardware, as well as where this hardware is located on a specific data center. We know everything about the network connection, so it's easier to find issues. We now have good visibility of our entire information system.

When we change something in production, somewhere, we now can easily understand the risks we are taking. We know if this application is dependent on another. The visibility, the risk, and whether we want to do the change during the day, or overnight, for example, becomes very clear.

What is most valuable?

The CMDB, and the database of assets that we are using are the most valuable. After that, we really enjoy the incident management, and change management features.

The solution offers a lot of opportunities for integrations. We can integrate with Slack,
Azure, all the API alternatives, etc. There's a lot of integration modules provided.

What needs improvement?

The timing reporting module, and how it's used is a bit difficult to understand. 

Everything related to project management is quite extensive. It needs to be simplified. At first, our users didn't want to use it, because it seems a bit complex.

For how long have I used the solution?

I've been using the solution for 1.5 years.
Buyer's Guide
ServiceNow Strategic Portfolio Management
March 2025
Learn what your peers think about ServiceNow Strategic Portfolio Management. Get advice and tips from experienced pros sharing their opinions. Updated: March 2025.
844,944 professionals have used our research since 2012.

What do I think about the stability of the solution?

The stability is very good. It's transparent. We don't know how they manage to get the system up and running, every hour, every day, but we have an availability of 99.98. If I remember correctly, regarding the performance, we've never had any problems. It's a large cloud service; I don't know what they do from the back office, but it's always working.

How are customer service and support?

I don't deal directly with their technical support. We have a dedicated team to handle everything related to ServiceNow, so if I ever have some problem or something to ask, I'll ask the team at our company. 

What other advice do I have?

We use a sort-of a public cloud deployment model. The way ServiceNow works is, it's never public or private. It's kind of public, but you have your own server on the data center, however, you don't know how they're managing it. It's public, but it's not really public, it's hosted privately.

One big takeaway for us is that you need to be able to change the users. The product is complex, so you have to help the user by providing some training, or to have them watch some videos of how it works. It's really about change management and user training. The product is quite complex to understand, and even if you know ITIO, you will need to do some training on the application; it's far too complex to understand otherwise.

It's an application that does everything you want, it's just that you don't know that you can do it because it offers so many things. It does have good documentation, however, which is quite useful. The solution is still new to us, and we are learning more every day.

I would rate the solution eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Solution Architect at a tech vendor with 10,001+ employees
Real User
Has good documentation and is stable and scalable
Pros and Cons
  • "The stability is excellent. ServiceNow is one of the leading platforms when it comes to stability."
  • "The price keeps going up, and to remain competitive, it needs to have a competitive edge. I would like to see more of the latest innovations, in terms of AI, ML, and all of the latest cutting-edge technologies, included in the platform."

What needs improvement?

The price keeps going up, and to remain competitive, it needs to have a competitive edge. I would like to see more of the latest innovations, in terms of AI, ML, and all of the latest cutting-edge technologies, included in the platform.

What do I think about the stability of the solution?

The stability is excellent. ServiceNow is one of the leading platforms when it comes to stability.

What do I think about the scalability of the solution?

The scalability is very good. ServiceNow is one of the leading platforms when it comes to scalability. Thousands of projects can be managed.

How are customer service and support?

Technical support from ServiceNow is great. There is a good amount of documentation available. ServiceNow also has certain training programs and cohort programs through which they educate people regarding their platform.

Which solution did I use previously and why did I switch?

We've previously used Anaplan, MS Project, and Clarity. We switched because of issues with integration in terms of the wider ITSM platform and other tool sets. 

How was the initial setup?

The complexity of the initial setup can vary depending on the amount of data that needs to be migrated.

What other advice do I have?

If you want to implement ServiceNow ITBM, I would recommend an organic approach rather than going full throttle and moving all your projects at once, for example, from Microsoft Project or Clarity, onto ITBM.

On a scale from one to ten, I would rate ServiceNow ITBM at eight because it is not as intuitive as Microsoft Project.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
Buyer's Guide
ServiceNow Strategic Portfolio Management
March 2025
Learn what your peers think about ServiceNow Strategic Portfolio Management. Get advice and tips from experienced pros sharing their opinions. Updated: March 2025.
844,944 professionals have used our research since 2012.
Support engineer at a tech services company with 11-50 employees
Real User
Great monitoring features; the interface could be less cluttered
Pros and Cons
  • "The feature I find the most valuable is the one that lets you see how much time has been used in processing a ticket. This allows us to better monitor performance."
  • "The interface is cluttered with a lot of names and areas. It may not be user friendly enough for a first timer."

What is most valuable?

The feature I find the most valuable is the one that lets you see how much time has been used in processing a ticket. This allows us to better monitor performance.

What needs improvement?

The interface is cluttered with a lot of names and areas. It may not be user friendly enough for a first timer. He or she may not be able to see or understand or remember what's the difference between clicking the safe button in a ticket or safe and exit or the other buttons. They could provide a lot more description to each button, then the user could figure out how to use it properly themselves instead of clicking the wrong buttons. 

The way the interface is designed, sometimes it's not straightforward or easy for me to perform a calculation of statistics (calculation on how many incidents tickets are relevant to certain expert) and I may have to manually open all the tickets and add the numbers up on my own to analyze the statistics. I will have to use the human efforts to maybe reach all the subjects and all the contents of the tickets to be able to produce a report to sub total how many similar cases has happened for certain issue and to given clear picture of what has happened in one year's time with the other IT support activities. There should be a way to automate this process.

For how long have I used the solution?

I have been using ServiceNow Strategic Portfolio Management for a year and a half. 

What do I think about the scalability of the solution?

Sometimes, the system may be slow because it's hosted on the web server, which we may not have full control.

On a scale of one to 10, with one being the worst and 10 being the best, I would rate the scalability a seven. 

How are customer service and support?

On a scale of one to 10, with one being the worst and 10 being the best, I would rate the tech support a seven. 

How was the initial setup?

On a scale of one to 10, with one being the worst and 10 being the best, I would rate the initial setup a seven. 

What's my experience with pricing, setup cost, and licensing?

They could somewhat improve on pricing. On a scale of one to 10, with one being the cheapest and 10 being the most expensive, I would rate the solution's pricing a seven.

What other advice do I have?

There is an ongoing cost associated with using the system because you have to trust the with all the sensitive data. The solution is hosted by ServiceNow and if you use more plugins and/or features to expand the capabilities – such as machine learning and AI – you have to trust ServiceNow for keeping all the corporate data confidential.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
HeloisaClaro - PeerSpot reviewer
Process and Agility Consultant at V.tal
Real User
Beneficial multiple deployment methodology capabilities, simple setup, and integrates well
Pros and Cons
  • "The most valuable features of ServiceNow Strategic Portfolio Management are the multiple methodology possibilities for projects. It has hybrid, traditional, and Agile capabilities. Additionally, the solution integrates well with other platforms, such as Microsoft Azure."
  • "ServiceNow Strategic Portfolio Management could improve by having more Agile features. Other solutions, such as Rally have more."

What is our primary use case?

We are using ServiceNow Strategic Portfolio Management for Agile development. In the same system, you have Agile, traditional, and hybrid development methodologies.

What is most valuable?

The most valuable features of ServiceNow Strategic Portfolio Management are the multiple methodology possibilities for projects. It has hybrid, traditional, and Agile capabilities. Additionally, the solution integrates well with other platforms, such as Microsoft Azure.

What needs improvement?

ServiceNow Strategic Portfolio Management could improve by having more Agile features. Other solutions, such as Rally have more.

For how long have I used the solution?

I have been using ServiceNow Strategic Portfolio Management for approximately three months.

What do I think about the scalability of the solution?

We have approximately 700 users using the solution.

Which solution did I use previously and why did I switch?

I have used Rally previously. I found the teams and backlog structures are more clear in Rally.

How was the initial setup?

The initial setup of the solution was simple and user-friendly.

What other advice do I have?

I rate ServiceNow Strategic Portfolio Management an eight out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: Implementer
PeerSpot user
Project Manager at IT Solutions India Pvt Ltd
Real User
User-friendly and easy to scale
Pros and Cons
  • "The interface is extremely user-friendly."
  • "I would like to see some artificial intelligence incorporated into the management functions."

What is our primary use case?

We are a solution provider and this is one of the products that we implement for our clients. They are using it for project management, control management, and change management. Our customers work in a variety of industries.

How has it helped my organization?

The feedback we have received is that our customers have found it to be very useful.

What is most valuable?

The interface is extremely user-friendly.

What needs improvement?

I would like to see some artificial intelligence incorporated into the management functions.

The initial setup is complex and should be simplified.

What do I think about the stability of the solution?

This is a stable solution.

What do I think about the scalability of the solution?

It is easy to scale. In our last deployment, there were approximately 1,000 users.

Which solution did I use previously and why did I switch?

We are working with multiple products at the moment.

How was the initial setup?

The initial setup is complex, especially when you are implementing it for multiple branches. It normally takes a few days to deploy.

What about the implementation team?

I handle the deployment for our clients.

What other advice do I have?

I would rate this solution a ten out of ten.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Amazon Web Services (AWS)
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
Specialist (US IT Recruiter) at MOURI Tech
Real User
Top 5Leaderboard
The product is scalable, and the technical support is good, but it must provide more features and reduce the price
Pros and Cons
  • "The solution is scalable."
  • "The product comes with little options out of the box."

What is our primary use case?

The solution is used for demand management.

What is most valuable?

The solution is scalable. It is good so far. It is adaptable.

What needs improvement?

The product comes with little options out of the box. We need many more features for the implementation of a strategic portfolio. The product must provide more features for common scenarios. There are many functionalities that the product could have given directly. Instead, we had to customize and give them to our customers.

For how long have I used the solution?

I have been using the solution for one month.

What do I think about the stability of the solution?

I rate the tool’s stability a six out of ten.

What do I think about the scalability of the solution?

One of our customers is using the product. We have a team of four people to deploy and maintain the tool.

How are customer service and support?

The technical support is good.

How was the initial setup?

The initial setup is straightforward. We took two weeks to deploy the solution. It is an agile process. The product is cloud-based.

What's my experience with pricing, setup cost, and licensing?

The tool is expensive. The price must be improved.

What other advice do I have?

Organizations that want to use the solution must have a strong team that understands the process. I would recommend the solution to others. Overall, I rate the tool a seven out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
reviewer1800279 - PeerSpot reviewer
Managing Director at a consumer goods company with 11-50 employees
Real User
Slow support, priced high, but flexible
Pros and Cons
  • "The most important feature of ServiceNow IT Business Management is flexibility."
  • "ServiceNow IT Business Management could improve by adding better artificial intelligence."

What is our primary use case?

ServiceNow IT Business Management is used for enterprise service management.

What is most valuable?

The most important feature of ServiceNow IT Business Management is flexibility.

What needs improvement?

ServiceNow IT Business Management could improve by adding better artificial intelligence.

For how long have I used the solution?

I have been using ServiceNow IT Business Management for approximately 10 years.

What do I think about the stability of the solution?

ServiceNow IT Business Management is stable.

What do I think about the scalability of the solution?

I have found ServiceNow IT Business Management to be scalable.

How are customer service and support?

The technical support from ServiceNow IT Business Management can be slow at times.

What's my experience with pricing, setup cost, and licensing?

The solution could improve by being less expensive and the pricing model is confusing. Many people are getting charged different amounts. There are additional fees that they are adding on.

What other advice do I have?

I rate ServiceNow IT Business Management a five out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
reviewer1396113 - PeerSpot reviewer
Partner - PPM and GRC Executive at a computer software company with 51-200 employees
Real User
Stable and easy to set up with user friendly interface
Pros and Cons
  • "Competitive in terms of research"

    What is most valuable?

    The most valuable features are its easy development and that the interface is very friendly. ServiceNow is also more competitive in terms of research.

    For how long have I used the solution?

    I have been using this solution for two years.

    What do I think about the stability of the solution?

    This is a very stable solution.

    How was the initial setup?

    The initial setup was very simple, and we implemented it very quickly.

    What about the implementation team?

    I implemented using an in-house team.

    What other advice do I have?

    I would rate this solution as ten out of ten.

    Which deployment model are you using for this solution?

    Private Cloud
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    PeerSpot user
    Buyer's Guide
    Download our free ServiceNow Strategic Portfolio Management Report and get advice and tips from experienced pros sharing their opinions.
    Updated: March 2025
    Buyer's Guide
    Download our free ServiceNow Strategic Portfolio Management Report and get advice and tips from experienced pros sharing their opinions.