ServiceNow Review

Comprehensive features, good organization integration, and competitive pricing

What is our primary use case?

We use the solution for workflow automation and business processing.

How has it helped my organization?

It has been effectively used in our organization. We have large chats with 150,000 people and everyone has found it to be useful. Our internal IT team is supporting the tool and trying to get everyone on-board.

What is most valuable?

We have found the service easy to use, although, we have ended up customising a lot of parameters. It is a functional comprehensive featured solution compared to everything else on the market.

What needs improvement?

The customization that we are doing for the needs of our organization are difficult to do and could be improved. In the a future release, if they have not done so already, they should include cognitive capabilities features which we are currently lacking. 

For how long have I used the solution?

I have been using the solution for three years.

What do I think about the stability of the solution?

We have had no major issues with stability.

How are customer service and technical support?

We have been in contact with customer service and we have no complaints.

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

The price of the solution is comparable to industry standards. For the features that we received, it is reasonable.

Which other solutions did I evaluate?

I have been reviewing a solution called BMC helix potentially coming on board soon. The cognitive capabilities that are being released in the market are pretty good. 

What other advice do I have?

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.

Which deployment model are you using for this solution?

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