ServiceNow Review

Awesome support, good stability, provides visibility, and helps us in meeting our SLAs

What is our primary use case?

This solution is used for ticketing, reporting, and changes as well as for operations and incident handling. We always use one version prior to the latest one within the environment.

How has it helped my organization?

It provides us visibility into how we're responding to business needs. If somebody requests a new user account, a new computer, or something else, there are SLAs that have been agreed upon between different departments and business organizations. We can run weekly and monthly reports to get visibility into how we're responding to business needs.

What is most valuable?

It enables us to meet SLAs, track issues across the environment, and report those issues.

What needs improvement?

The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI.

Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag. 

For how long have I used the solution?

I have been using this solution for around four years.

What do I think about the stability of the solution?

It is a stable solution.

What do I think about the scalability of the solution?

We're a small company with less than 10,000 endpoints. I would be able to tell you about scalability only if we had more endpoints, such as over 100,000. Currently, its usage is 100% because everybody is using the tool. On a daily basis, we have less than three percent usage, which would be 300 use cases on daily basis.

How are customer service and technical support?

They are awesome and great. I wrote the API bidirectional connector from Splunk to ServiceNow, and I've worked with them, and they are awesome.

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

I have been with this company for four years. When I came into the company, this solution was already in place.

What about the implementation team?

I was not here when implementation was done, so I can't provide information about the challenges that had to be overcome when the solution was implemented, but I do know that it was implemented by a third party called Accudata. We did not implement it in-house. It was a managed service initially.

What other advice do I have?

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.

Which deployment model are you using for this solution?

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