What advice do you have for others considering ServiceNow?

ServiceNow is a very comprehensive system that is scalable, stable, and easy to configure. With the AI features that are coming in, it's much better and easier to function. I recommend ServiceNow to those who are looking at automation, want to reduce L1 support, or are looking for ROI within one to two years. I rate ServiceNow 8.5 out of 10.

I still have experience with these products and I am currently using ServiceNow solutions in my work. I don't have any recent experience with ServiceNow Automation Engine or Cloud Observability as I'm not in charge of that. My role today is that I am a prime user for the product, but I'm not in the engineering or support for ServiceNow. I support the security side of ServiceNow. I deal with Security Operations as I support the security operation. The SOC team has their own leader that drives this, and I'm on the engineering side. We integrate the ServiceNow Security Operations solution with the SIR. SIR is Security Incident Response inside ServiceNow, and it's a module within ServiceNow. I don't know if ServiceNow is using a cloud provider AWS or Azure, but whatever ServiceNow is subscribed to is up to them. We don't know what the back end is. ServiceNow guarantees that themselves, so I'm assuming it's AWS typically. I do use the incident management capabilities. They have improved IT incident handling because it's always been the best, second to none when it comes to their ITSM module. The impact of ServiceNow's self-service portal on IT staff dependency levels has shown a dramatic improvement. Previously, they used a self-made dynamic system, which had no maturity. After adopting ServiceNow, we don't need to rely on another team to create reports. I always think that ServiceNow reporting is more advanced than anything, because the dashboarding is easy to use. To some people, it is not. I felt that if you need anything to manage your team, the ServiceNow dashboard is wonderful, but it does come with a high learning curve. ServiceNow's AI-driven analytics helps with anticipating challenges by moving information faster. However, there's no clear-cut process, because deploying that technology was so hard, it made it a little bit difficult to deliver. The technology is great, but it requires a lot of knowledge and abilities to work with different parties to get the product to take off. ServiceNow claims to help a lot, but once you sell the product, it's as if you're on your own. I am familiar with different types of IT asset management products. I don't remember what other products I used that I could compare it to. On a scale of 1-10, I rate ServiceNow a 10.

I already gave feedback about ServiceNow some time back. It was more Orchestration, but it was two or three years back. On a scale from one to ten, I rate ServiceNow a six out of ten.

The clients that I work with for ServiceNow are typically enterprise level businesses, which includes engineering companies and manufacturing companies. I would rate the support of ServiceNow an eight on a scale from 1 to 10. I would rate ServiceNow a 9 on a scale from 1 to 10.

All the modules of ServiceNow are equally important, but initially, I can say that the change management and asset management modules are the ones that I recommend to our clients. I have utilized automation capabilities in ServiceNow by introducing workflows. The main goal of designing automation workflows was to achieve automation. It has been successful as my clients have completely gotten rid of that legacy system and are now using the ServiceNow solution. I have not had any AI features or AI-driven initiatives with ServiceNow. Regarding the integration capabilities of ServiceNow, I don't know as we did not use any kind of integration. In terms of the size of the environment, there are more than a hundred workflows. From the end users' perspective, there are around 75 users. Overall, I would rate ServiceNow as a nine as a solution and product.

If someone decides to implement ServiceNow, they are taking on a significant responsibility. The success or failure relies on the time and effort planned. For a mature implementation, it may take two to three years, and investing in quality resources and understanding business requirements in advance is crucial. Overall, I rate ServiceNow 10 out of 10.

I recommend ServiceNow due to its stability and good security. It integrates well with Active Directory, making it easy to manage users without separate licenses or access controls. The overall rating for ServiceNow would be ten out of ten.

I recommend considering the functionality and user-friendliness before deciding on its implementation. I rate ServiceNow eight out of ten.

ServiceNow provides insights into topology, though it may sometimes lack detailed understanding. We have correlated it with our monitoring tools to trace the hierarchy and determine its impact across various business lines. This is part of the AIOps information, consolidating all relevant details into a single ticket for easy access. I recommend the solution. Overall, I rate the solution an eight out of ten.

Our organization uses a bot that interacts with ServiceNow, which helps us create ticket templates. ServiceNow doesn't have AI integrated into our current setup. Overall, I rate the solution an eight out of ten.

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.

If you're starting with ServiceNow, you don't need to worry too much about documentation or complex setups at the beginner level; it's not overly difficult. I'd advise you to start exploring it. Focus on customizing your homepage to suit your needs using ServiceNow's filters. For instance, if your homepage currently displays twenty fields, you can adjust the filters to show only the five to ten fields most important to you. I rate it a nine out of ten.

ServiceNow is a versatile solution suitable for businesses of all scales, from small to large enterprises. My advice to others considering its use would be to thoroughly understand the product's capabilities before implementation. Aligning these capabilities with your specific requirements ensures optimal utilization of the features available, facilitating efficient management and future scalability. Overall, I would rate it eight out of ten.

Overall, I would rate the solution an eight out of ten.

It's the best for me. I would rate the solution a ten out of ten.

I rate ServiceNow an eight out of ten. It is a powerful platform and provides essential functionality for different workflows. It is easy to maintain as well.

From a developer's perspective, understanding the pricing of ServiceNow is crucial. Currently, pricing details are mainly available for account-related matters. However, if developers also have access to this information, it would greatly benefit them. Overall, I rate the solution a ten out of ten.

To those who plan to use ServiceNow, I would say that it is always good to use the system for case management. ServiceNow is a platform that allows a company's customers, including the employees and stakeholders, to connect with the services revolving around HR or digital technology. I rate the overall tool an eight out of ten.

Overall, I would rate it ten out of ten.

I am satisfied with the solution. I would rate it nine out of ten.

My advice would be to have a good plan to start with. There's a lot you can do with ServiceNow. Therefore, plan out what you want to do, and then you can always revise your plan. Don't go in there blind, but know what it can do. On a scale from one to ten, I would rate ServiceNow at eight. I'm very satisfied with it, but there's always room for improvement.

I rate ServiceNow seven out of 10. ServiceNow is better than competing solutions we've used like Jira and Monday.com, and they're working hard to improve organizational processes. They're doing a great job. I would recommend them. Their technical support and deployment team are better than the solution itself. They understand how to refine processes to help you perform better.

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.

Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it. I would rate this solution a seven out of ten.

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.

The product is very good. They are growing a lot, and it seems that for them, it is about what to do first. Everyone wants to talk to them, and they are good, especially in the field of service processes and case management. I like them, but they're difficult to work with because they're very busy. I would rate this solution an eight out of 10.

This is a product that I recommend. I would rate this solution a nine out of ten.

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.

I work for a company that resells ServiceNow, and we implement it around the world. We're a big systems integrator. For years, we've worked with ServiceNow, implementing it for other customers to utilize. I'd rate the solution at an eight out of ten.

I would recommend this solution because I make good use of it. I would rate it an eight out of 10.

ServiceNow is close to perfect, it delivers exactly what is needed in terms of keeping track of information in our records. I would give it a score of eight out of ten.

We use both cloud and on-premises deployments. I'd rate the solution at a ten out of ten. They're doing what you need to do. They provide a roadmap, which is good.

For now, I rate this solution five out of 10.

I will rate ServiceNow nine out of 10 because it's a little expensive compared to other tools, but it's a very good product from a technical standpoint.

We're just a customer and an end-user. We started on-prem and then switched to cloud. We switched to the cloud about three years ago. - fill out the CMDB before you start implementing the tool - make the time. - plan out table joins as you implement new modules. I'd rate the solution at an eight out of ten. I would just warn others that it's too easy to incorporate abysmally poor design.

ServiceNow was designed entirely on the cloud from scratch and its competitors like HP and BMC are trying to catch up to it now. It has a beautiful interface and a single system of record. If you are just starting to use it now, take baby steps first. Then, when you understand how it can fit into and benefit your business, implement bigger changes.

I rate ServiceNow a seven out of ten.

It's important to understand all the components of the solution. After that, with the base knowledge, it's easy to implement. It also helps to have some knowledge about processes based on the ITIL and ISO 20000. It's most important to become familiar with that to implement the solution. I rate the solution nine out of 10.

As systems integrators, we deploy the solution both on-premises and on the cloud, although it is mostly cloud-based. While we handle both on-premises and SaaS deployment, I am only addressing the aspects involving the latter. Globally, we manage in excess of 250 customers. We have a shared services model which serves more than one hundred customers. I do not feel it would be beneficial to explore other options beyond ServiceNow. I rate ServiceNow as an eight out of ten.

We're a ServiceNow partner. We help to implement ServiceNow for our clients. We're working on likely the latest version of the solution. ServiceNow provides upgrades two times a year. Previous versions get obsolete so that you can't actually use them. I often see that people tend to simplify things and they expect any system, no matter if it's ServiceNow or any other system or platform from the area, that the implementation would solve the entire ATSM matter. However, in fact, with ATSM, it's about products, people, processes, and partners. All the efforts should be covered. No solution is a silver bullet. I'd rate the solution at a nine out of ten. it's a very good solution, however, there's always room for improvement.

I'm just a customer and an end-user. I go in and approve service tickets, however, I am not a hardcore user of that platform. My team sends me a request, I open it up and I review the ticket and I approve it, and then it moves on. I don't follow the workflow or anything like that. Our team uses the most recent version of the solution. I would advise potential new users to make sure that in that user community, end-users are involved in the implementation from beginning to end and make sure that the end-users fully understand the features and capabilities of the tool before it is implemented across an organization. Their involvement is key to a successful implementation and very important. I'd rate the solution at an eight out of ten.

They have a lot of libraries available online. If you are planning to implement ServiceNow, you should first compare your current system with the online free developer instance from ServiceNow, which has all the features that are present in the licensed versions. I would suggest that you see if the added business is supported in ServiceNow so that when you implement the system, you can raise these special issues with the consultants. You should go ahead and create your own instances and see whether the system is working as expected and whether it suits your requirements. When you're implementing, make sure that you implement everything and don't leave parts for your own team to handle. Get everything done by the vendor in the first go. On a scale from one to ten, I would rate ServiceNow at ten.

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.

My advice to others is to make sure they understanding what they are going to use ServiceNow for which is important. There are a lot of cheaper solutions that can do many tasks, such as tracking and work management, that might satisfy their needs better. With this solution, as your company scales up, you are going to need more people to support it. It is a very popular platform and requires a lot of configuration and development to make it useful to an organization. Everybody wants to customize the solution to make it fit their business model, which is what it is meant for. Even though they have no-code development tools within the platform, having well-skilled developers in your organization will help you move along smoothly. Having a team that can support the solution is important for success. Unless you have it outsourced, However, you will still have the governance aspect of it to oversee what the roadmap is. I rate ServiceNow a nine out of ten.

We're just a customer and an end-user. We are using the most recent version of the solution at this time. The product is well-versed, and it's simple to use - which is why I would recommend it. You've just got to know how you're going to organize or structure everything. Whoever's basically managing or deploying the software needs to map it out. They should be able to modify or scale it to the way they want it, however. I'd rate the solution at a nine out of ten. We've been very happy with its capabilities. The flexibility and the ability to modify what you want are great - and, on top of that, it's pretty simple. If you know how to do a simple query, you should be able to pull up anything that you want. That's what I like about this software

If you're interested in using this solution, contact us, we'll do it for you. Overall, on a scale from one to ten, I would give ServiceNow a rating of nine.

On the PPM side, I am quite satisfied with what is there. Apart from submitting tickets, I haven't used the ticketing system to its full functionality, so I can't really comment on that. We are quite satisfied with the tool. Its out-of-box reporting is quite balanced. We didn't require much customization when we deployed it. We did some customization, but we tried to stay out of the box as much as possible to make things easier for us. It has been working really great out of the box. If you have no experience in using it and if you are just deploying it, not migrating from another solution, it should be pretty straightforward. With a little bit of training and help from ServiceNow, it should be up and running in a couple of days. If you are doing a large-scale migration, as we did, I would probably recommend using a third-party contractor. I would rate ServiceNow a ten out of ten.

We are customers and end-users of the solution. I'd recommend this solution to other organizations. I'd rate the solution at a seven out of ten.

I'm a customer and end-user. We are using the FAAS version of the solution currently. I would advised those companies considering the solution to take advantage of what the programs do rather rather than try to lift and shift. I'd rate the solution at a nine out of ten overall.

It is a great tool. Most companies in my industry use ServiceNow. I would rate ServiceNow an eight out of ten.

I would advise having a close relationship with the people who are implementing it and staying on top of it. You should meet every day to address any problems that are encountered. I would rate ServiceNow an eight out of ten.

Depending on what it's being used for, I would recommend it. I would rate this solution an eight out of ten.

ServiceNow is a great tool if you know what you're doing. To use it, you have to have some operability and development skills. If you don't have that, ServiceNow won't be easy to use for you. You can do many things with it. For example, you can create IT workflows. It can also be integrated with other products.

This is a product that I absolutely recommend. My advice is to use as much of the out-of-the-box functionality as possible. I would rate this solution an eight out of ten.

I would recommend this solution. However, we did not have an easy time customizing the tool to do what we wanted it to. I would suggest if it meets 80% of your needs I would adopt the tool, but if not, I think building a custom tool itself would be the way to go at that point. I did not give the solution a nine because that is too good. I do not think they are at that level. They are the industry leaders, for the automation of workflows. But there is definitely more that could be done. I did not rate the solution a ten because nothing is perfect. I rate ServiceNow an eight out of ten.

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.

I would advise others to make sure what is required. I would rate ServiceNow an eight out of ten.

I would recommend this solution to others who are interested in using it. I would rate ServiceNow a seven out of ten.

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.

We're both a customer and a reseller. We use the solution in our offices in Paris, Madrid and New York. I'd recommend the solution. It's very easy to implement. The deployment is much easier compared to other solutions. I'd rate the solution at an eight out of ten.

I would rate ServiceNow an eight out of ten. It is overall a very good solution as compared to other solutions in the market.

The major thing is to stay close to out of the box and limit those customizations. This would be the bit that I would share with others. I would rate ServiceNow a seven out of ten.

I would recommend this solution to others. It is a very good product. It is very stable, and there is no downtime. They also provide good services. I would rate ServiceNow an eight out of ten.

Before you move forward with this kind of implementation, you need to make a cultural change in the organization to understand that the way you used to work is no longer a valid way to work and you need to work in an integrated way. If you do not adapt your mindset and make a real adoption of new and integrated methods, I would not recommend moving forward with the implementation of these kinds of solutions because it's totally integrated. In the next release, I would like to see more Spanish options available. I would rate ServiceNow a ten out of ten. I remember when was SAP created, it was the number one of the ERPs. ServiceNow will become the new SAP. The evolution of this solution will be constant, will grow continuously, and will be a product that every company would want to have.

I can recommend ServiceNow to anyone who is interested in using it. I would rate ServiceNow an eight out of ten.

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.

This solution is fine, and I would certainly tell others to give it a look. I don't know if there are more features available. It needs a more intuitive interface. They need to make it easier to understand what's required and probably make it a little nicer looking because it looks industrial. I would rate it a seven out of ten.

If I was in a small company with 500 users or less, I would use Jira. If I am in a company with 500 or more users then I would use ServiceNow. For anyone who wants to start using ServiceNow, they need to ensure that they have the funds to finance it. The licenses are not cheap and they need to have a consultant that can help them to customize the functions or the features they need. I would rate this solution an eight out of ten.

make sure you prepare your processes and workflow before implementation, choices made at the implementation stage are carried over into your actual work. The tool basically support all imaginable workflows, although this requires a high level of knowledge, customisation and coding.

You need to find a tool that suits your needs. For example, the ServiceNow tool has certain advantages but at this point, one of the major things I'm looking for is tracking an escalation based on acknowledging the resolution. Meaning, I'm looking for something which is different compared to ServiceNow. It probably depends on your needs but for certain use cases, it does work very well, and maybe you need to do a deep dive or evaluate it before you buy anything. On a scale of one to ten I would rate ServiceNow a seven.

I would recommend this solution, it's really an excellent tool in comparison to the current market tools like SCP and a lot of other tools out there. I can rank it as number one. The price is the only factor which is an issue. Because of Covid, companies are thinking about how to reduce licensing costs. I've made a comparison between ServiceNow and other tools, and I'm not satisfied with the others. But licensing costs are so high that we sometimes have to go for other products for our customers. I would rate this solution a nine out of 10. If they would lover the price, I'd rate it a 10 out of 10.

I manage an automation orchestration team. The focus of my team is external, not internal. The company uses ServiceNow. We are one of the largest and older consumers of ServiceNow. The members of my team have ServiceNow practice, infrastructure automation practice, could management platforms, containers practice, and DevOps. Our team is focused on helping other organizations adopt and adapt to ServiceNow. ServiceNow is in the cloud, it's basically remedy in the cloud. ServiceNow doesn't get deployed unless you are a Federal Agency because they have their own data centers. ServiceNow only allows Federal Agencies to have their own instant data Center. Make sure that you are big enough to afford it. If you have a small IT department, then ServiceNow is not for you. The problem is that you won't be able to afford it. You must be a mature enough and a large enough IT organization to start using it. It doesn't just do IT things, it does more than that. Make sure that you configure and not customize. I would rate this solution an eight out of ten.

My overall impression is that this solution is slightly above-average. My advice is to make sure that this product meets your needs before you buy it. I would rate this solution a six out of ten.

My advice would be not to try to implement it by yourself. You could spend a lot of time without any considerable outcome. We have ten clients right now and some of them have 1,000 users, all together. They have 20 to 50 engineers. Deployment and maintenance on the client's size and their requirements: how quickly they want the implementation done, and on how many people create tickets, etc. The basic team is five to seven people who implement Service Now. For support of the solution, it's a maximum of three to five people. I would rate ServiceNow at about nine out of ten. One of the things to be improved is their transparency in working with partners. Being a partner of ServiceNow, sometimes it's not clear how we should check for new updates; for example, this Scaled Agile Framework, etc. Working with HPE was more transparent for me. I had good communication points to address questions, not on the support level but on a higher level, to get answers to questions quite quickly and informatively. We are a large integrator with more than 20,000 IT engineers. We work with many vendors including HPE, Micro Focus, Oracle, and some dozen other vendors.

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.

ServiceNow is a very good tool. The one challenge is that it involves scripting. Many things can be done through configuration and that is a very good part of ServiceNow. If you have some basic scripting knowledge, you can build your own application which can be used at any company or organization. Considering the issues which I mentioned earlier related to the UI and the reference fields, out of ten I would rate ServiceNow an eight. To make it a ten they would have to come up with a better way of implementing UI.

My advice would be to engage with an implementation partner that has good experience and definitely not to underestimate the organizational-change activities, like training and communication, that are required. ServiceNow shouldn't be treated as purely a technology solution. People, processes, communication, and training need to be factored in when implementing. We've implemented ServiceNow in government organizations with up to 9,000 people, in a couple of scenarios, using it for either IT service management or HR service management, predominantly. The roles of the users varied within the government. In terms of how extensively ServiceNow is used, every client we work with has a roadmap of additional functionality that they would like to use in ServiceNow. To generalize, there are different extents of use but each definitely has a roadmap of continuous improvement and use of more features or modules of the product. I would rate ServiceNow a nine out of ten. Some of the points that I touched on above would make it a perfect ten: more visible and consistent licensing around the cost of licensing; better ability to innovate on the platform without incurring licensing that isn't representative of the innovation that's being created.

The configuration is very simple. I would definitely recommend it from a maintenance perspective and from a scalability perspective. It is a really good tool. You can replace your existing Remedy or HPSM with ServiceNow. Regarding how extensively the solution is being used, it's no longer just an ITSM product. It's a platform, as such. Customers have started moving all their custom applications - in addition to ITSM, their non-ITSM - to the product. They've started building everything on ServiceNow. Slowly, customers are liking the tool and they are very happy to move everything onto ServiceNow. I rate ServiceNow at eight out of ten. For the two missing points, as I mentioned, there are some new modules which need a lot of improvement. The HR Service Management is not very straightforward right now, in terms of the security rules. We have to spend a lot of time implementing the HR module. It is not really simple the way it is with the ITSM modules.

I would recommend looking into all aspects of ticketing tools and I would advise people to use BMC Remedy because of the scalability and the features available. If you are not very technical then I would recommend ServiceNow. Most of the users of ServiceNow in our company are Level 1 and Level 2 engineers, and some of them are problem managers. We have more than 200 people using the tool. I would rate ServiceNow at eight out of ten. The two points off are for some features which are not there in Change Management and in the ITSM software. The rating is as high as it is because of its simplicity and ease of use.

If you plan on using Discovery, double whatever hours/manpower/money you had planned that it would cost. Do not let sales convince you that any part of the system "just works." You will ultimately end up modifying absolutely everything. Definitely look at using a reputable partner for implementation, unless you have a dedicated knowledgeable staff of ServiceNow users who have done it before (and not who just went through training). We have 60 users for ITIL. We have provided limited access to our development and external management users. For maintenance, we have two full-time employees. One is a dedicated ServiceNow developer tasked with customization and managing version upgrades. The other maintains the CMDB and Discovery process. I could see adding one more of each. Deployment was an entire team effort, with different teams championing different modules of the application. At any given time, there were ten to 15 internal employees working on implementation with the assistance of five partner resources. ServiceNow manages and maintains our ITOM/ITIL daily operations. It is a core piece of our environment that will only continue to grow. We have thought about removing the ITOM piece as we have not been able to implement or leverage it as we had initially planned, but we are still working on understanding what other tools we would need to replace the features and functionality. The primary limit we have on increasing usage across our company is the cost to license ITIL users.

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.

ServiceNow is great. It's flexible and it is very simple for process flow or idea flow.

Make sure to look into all the configuration costs and the customization. Be aware that it's web-based. You're probably going to have to put holes in your firewalls and need to do a complete security review. As an end user, I would rate it a seven out of ten. I don't think it's very secure, and it's web-based, and Remedy is really the standard that it's judged against.

It is very good having this tool. Getting it going went much faster than I expected. We did the setup and had it in production in six months. The biggest problem for me was our internal process and not Service Now. For example, convincing people to go to a cloud solution, and getting engagement with the solution from information security, were challenges. If you don't have engagement from information security, the project is going to take longer than you expect. The big change for the company, with this solution, is that you're not going to host your data internally, on-prem. You are going to put all your data in a cloud solution. When we spoke about the solution here, within our company, some people said, "Wow! Are you crazy? You are going to put customer information in a cloud that you don't know?" So there are a lot of questions. ServiceNow has all the answers, but if you don't have engagement from information security, it will take you longer. We have a lot of things we can improve internally, regarding information security, but because we are just starting out, we need our process to mature. I believe ServiceNow can help that a lot. All the features can support us in the future if we expand the tool. We have new models to improve on the automation of our processes in our data center. My only concern is that when we started to talk with ServiceNow, we received very good attention from them but, after we signed the contract, I didn't know who, in ServiceNow, was taking care of my account. The person sent me an email but he had never been here to ask, "What do you need? How is it going? How is your project?" We didn't get any attention from ServiceNow. We had very good negotiations in the beginning, they were very attentive. But after we signed the contract, they changed my account manager and, today, I really don't know who that guy is. I would very much like to have him here to discuss the roadmap of the solution or to see what else I can buy. I would like to negotiate some issues that we have, like password resets. I would talk with ServiceNow but, if they are not going to be close to me, I'm not going to spend time running after them to talk with them. I talk with the suppliers and they are helping me, instead of ServiceNow. I rate ServiceNow at eight out of ten. Why eight and not ten? The relationship with ServiceNow is important for me. I would like to have more engagement from them, to have them here, at my company, so we can talk more strategically. But compared to the other vendors, it gets an eight because it's a cloud solution and I don't have any issues with technical parts or its performance. The tool is very reliable.

Learn anything you need to know direclty from ServiceNow. It's a good product. I can't really knock it. Go ahead and give it a try. As long as it fits your environment, I think it's a fine product. I would rate ServiceNow at seven out of ten. I would like to see a little more automation. It may just be the type of license we have which doesn't give us full automation, but that would be one of the things that I would like in ServiceNow. That would make things easier for both the techs and the end users. In addition, I would like to see a better workflow setup within ServiceNow.

It is a very robust tool. We use it for all back office teams in the firm, resulting in a common interface and intake process across HR, IT, Marketing, and Finance.

First, decide what your processes need to be. Determine what your environment needs, what's important, what your priorities are, what your process methodology is, and find a platform to fit that. If you are trying to find a platform and you don't go through that exercise first, you're just tying yourself up in knots. If you choose the platform first, then you are going to match your processes to the platform. If you haven't been through a process, an internal system environmental analysis, to see how things work and what you need, you'll never be happy and you'll wind up changing platforms every couple of years or every time your CIO changes. When selecting a vendor the most important criteria for us are that they * are cloud-based * have ongoing development * provide API capability so we can integrate whatever we need. There has to be the ability to write APIs as you need them, so you can hook in whatever you need to connect to it. I would rate ServiceNow at eight out of 10. They're good but they can get better. From what we've seen, they are making improvements, they listen to feedback. They're not sitting still, they continuing to evolve, continuing to develop, add features, add capacity.

The most important thing to have in place is the face of the configuration data. Most important criteria when selecting a vendor: * Scalability * The development model: How are updates made and promoted to production. * Ability to embed user help information directly to the interface.

I would recommend it as a product. Most important criteria when selecting a solution: * Stability * Reputation in the market * Is the product well-known? * How long has the product been offered?

Integrations: ServiceNow is an open platform that come with out of the box integrations API, but if you really want a deep business process integrations of ServiceNow with JIRA, Salesforce, Microfocus, BMC and others, we recommend www.zigiwave.com/ read more in the blog post here: zigiwave.com/how-to-integrate-jira-servicenow-in-less-than-2-minutes/