ServiceNow Review

Cloud-based management platform with helpful sorting and grouping functions


What is our primary use case?

I use ServiceNow for incident management, problem management, change management, and request management.

What is most valuable?

I have found that sorting and grouping functions are particularly useful.

What needs improvement?

I find some features are difficult to use. For example, the creation of service catalog forms. Creating service catalog forms could be made easier.

In the next release, I would like to see some of the features and processes made to be simpler to use. For example, creating the service catalog forms, doing the CMDB, and integration with other systems have to be made easier to use.

For how long have I used the solution?

I have been using this solution for almost two years.

What do I think about the stability of the solution?

It's a stable product.

What do I think about the scalability of the solution?

This solution is scalable.

In our company, we have approximately 1,000 users. For me, I use it every day.

How are customer service and technical support?

I rarely engage with technical support. I had a good experience with the one or two tickets that were submitted. They were able to resolve the issues and it was a positive experience.

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

Previously, I was using Jira. 

Jira is meant for small enterprises and it is much cheaper than ServiceNow. 

ServiceNow is meant for a much larger user base.

How was the initial setup?

I was not a part of the initial setup. By the time I arrived, it had already been set up by someone else.

We have five to eight people with various tasks to maintain this solution.

What about the implementation team?

I believe that they had an integrator to help them set up. That was in 2018. before I joined the company.

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

The licenses are expensive.

They pay a license fee per user. Jira is much cheaper than ServiceNow.

What other advice do I have?

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.

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.
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