ServiceNow Review

AI capabilities are quite useful but new features have a tendency to be immature


What is our primary use case?

We primarily use the solution for IT service management and then we're using it for custom applications. That includes digitizing workflows and helping our company with that.

What is most valuable?

The solution was bought for ITSM and we have also bought the Pro package, meaning that we have particular AI capabilities, among other features, that are quite useful. 

The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows.

The solution scales well.

We've found the product to be quite stable so far.

What needs improvement?

When ServiceNow adds new features we have seen a tendency that they are very immature. They may release items too soon. In a company where you need to tweak and adjust, then I think there are so many improvements to be done.

If you have advanced questions, technical support often doesn't know the answer.

What do I think about the stability of the solution?

The stability has been good so far. There are no bugs or glitches. It doesn't crash or freeze. It's reliable.

What do I think about the scalability of the solution?

We have five engineers on the solution, and then 375 users and 200 App Engine users.

The solution is quite easy to scale. If a company needs to expand it, it can do so relatively easily.

How are customer service and technical support?

I've been in touch with technical support both directly and indirectly.

Their level of support is about the same as Microsoft. If you ask advances questions, however, it's difficult for them to help. They need to be more knowledgeable about the product itself - especially in regards to advanced features.

I would say that we are not completely satisfied with their level of service.

How was the initial setup?

I didn't handle the initial implementation and I wasn't part of the team that did. I can't speak to how easy or difficult it was to implement or what the deployment process looked like. I'm not sure how long it took.

The solution is on the cloud and therefore doesn't require any maintenance.

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

The solution is a bit expensive. We have bundled it into our three licenses. It's difficult to actually say if they are more expensive than, for example, PowerApps, since everything is bundled together.

Which other solutions did I evaluate?

I've looked at PowerApps. I'd say that ServiceNow has smaller features. The pricing is likely the same.

What other advice do I have?

We are customers and end-users of the solution.

I'd recommend this solution to other organizations.

I'd rate the solution at a seven out of ten.

Which deployment model are you using for this solution?

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