ServiceNow Review

The submission and approval parts do not require licenses, but the configuration capabilities of the end-user facing portal needs work.


What is most valuable?

The flexibility of the product in regards to configuring and customizing it to meet the company needs within a few clicks.

How has it helped my organization?

The ability to quickly customize and configure integrations for a centralized source of information has improved automation capability and overall SLA improvement.

What needs improvement?

The configuration capabilities of the end-user facing portal, although this issue is due to be addressed in the next release.

For how long have I used the solution?

I've used it for four years.

What was my experience with deployment of the solution?

No issues encountered.

What do I think about the stability of the solution?

No issues encountered.

What do I think about the scalability of the solution?

No issues encountered.

How are customer service and technical support?

Customer Service:

8/10 - the vendor used to be really good, but with the massive growth of product use it’s deteriorated.

Technical Support:

4/10 - the vendor used to be really good, but with the massive growth of product use it’s deteriorated.

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

We previously used BMC Magic, Remedy, and CA ServiceDesk, but their lack of flexibility moved us to ServiceNow

How was the initial setup?

It was very straightforward.

What about the implementation team?

We utilized a ServiceNow partner, and we they were fantastic overall.

What was our ROI?

It's positive but I don't have anything specific.

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

It’s higher than most, but the licensing is $X/User/Month, so try to limit the users working tickets. The submission & approval parts do not require licenses.

What other advice do I have?

Ensure you have basic processes in place instead of having the tool guide your process. Within ServiceNow, the saying is “The good and bad side of ServiceNow is that you can do anything.” So while you can customize everything, I recommend streamlining as much as possible.

Disclosure: My company has a business relationship with this vendor other than being a customer: We are currently a ServiceNow Partner
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