ServiceNow Review

Gives visibility from the change management perspective, but more intelligence can be added into the capabilities


What is our primary use case?

Our use case is around the core idle processes in general. We use it as a service management capability for managing intercom and so forth.

What is most valuable?

Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs.

What needs improvement?

We find it good in general. Obviously, there are areas of improvement for every capability. As they evolve more, if they keep on adding more intelligence into the capabilities, it will improve. The improvement areas are more integration across the landscape and more intelligence for the overall capability of the solution.

For how long have I used the solution?

We've been a ServiceNow customer for around five years.

What do I think about the stability of the solution?

It is stable. It has been one of the more stable capabilities that we have for operations.

What do I think about the scalability of the solution?

It is an enterprise solution. Scaling has not been an issue for us.

How are customer service and technical support?

We have got technical account managers for our account. They are available and responsive. When we go through customary support channels, they are responsive as well. There are no issues.

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

We did use a different solution, and there were a couple of reasons why we went through the transformation. One of them was to have enhanced capability and being able to do more with singular capability versus multiple capabilities. This was the primary reason for the switch.

How was the initial setup?

For the most part, it was straightforward. We were doing a bit of a transition, transformation, and concept. We were transitioning from one capability to another, and we had all those at the right touchpoints from an integration perspective. Overall, it was relatively stable and smooth.

What other advice do I have?

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.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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