ServiceNow Review

I find it easy to use as well as easy to add plugins for new features


What is most valuable?

It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers. That's the most important thing. You don't have to completely restart the system itself as it is cloud-based so you just need to enable the plugin and then you're just ready to roll.

What needs improvement?

if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future.

For how long have I used the solution?

We have been using ServiceNow for more than six years. Every six months ServiceNow releases a new version. Every time we have to get ourselves certified to the new version, as well as go through different new features that ServiceNow releases. We are partners for ServiceNow. So actually, it's one of the KRS for us to make sure that we are certified with their latest release.

What do I think about the stability of the solution?

I would say in terms of stability, it is 90% stable. There are certain things which I've experienced with my other customers. So I was not happy with that. So that's the reason why I'm putting a 90% for the stability.

What do I think about the scalability of the solution?

Scalability for ServiceNow is good. I would say 100%.

How are customer service and technical support?

Documentation, I would say is not that good. I would say 80% in terms of the documentation. This is specifically from the IT operation. I cannot comment on the IT service management piece or the other parts of ServiceNow. In terms of the technical support, I would say 95% which is good.

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

I would definitely say that I recommend ServiceNow because I've also worked in the Micro Focus tools in the past for quite some time. When I compare it with ServiceNow it is not even close. I would say recommend ServiceNow as compared to the Micro Focus.

How was the initial setup?

The setup of ServiceNow is very straightforward. You just have to raise a service request with them and they get it all setup with any plugins that you request for it. So far, I have not experienced any issues.

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

The pricing is very good compared to its competitors.

What other advice do I have?

I would definitely say that I recommend ServiceNow because I've also worked in the Micro Focus tools in the past for quite some time. When I compare it with ServiceNow it is not even close. I would say recommend ServiceNow as compared to the Micro Focus.

Which deployment model are you using for this solution?

Private Cloud

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

Other
**Disclosure: My company has a business relationship with this vendor other than being a customer: partner
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