ServiceNow Review

Reliable, easy to deploy, and good for tracking incidents


What is our primary use case?

We mainly use it for requests and tracking incidents. We are onboarding our HR team, and they are going to start using the HR module in it as well. We also use it for asset management and configuration management. 

We are using the Paris release.

What is most valuable?

I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution.

What needs improvement?

We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users.

We are looking for more automation in the box and the chat feature.

For how long have I used the solution?

We've been on ServiceNow for two years.

What do I think about the stability of the solution?

It is stable. There are no issues at all.

What do I think about the scalability of the solution?

We have around 60,000 or 70,000 users or maybe more.

How are customer service and technical support?

I haven't contacted them.

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

We used an IBM tool. We switched because we were told that we were switching.

How was the initial setup?

I didn't set it up, but it is pretty simple.

What other advice do I have?

It is a great tool. Most companies in my industry use ServiceNow.

I would rate ServiceNow an eight out of ten.

Which deployment model are you using for this solution?

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