ServiceNow Review

We're able to see the most common issues and then automate them, reducing the number of helpdesk calls. However, the pricing model for add-on products could be improved.


What is most valuable?

One of the biggest features is its flexibility. It has out of the box functionality (incident, problem, change, etc.) that can be tailored to fit your organization.

How has it helped my organization?

With this tool we have been able to see what some of the most common issues are and then automate them. This helps out the help desk by reducing the number of calls they are getting. We are also using Discovery with our CMDB to help us manage our assets. We also utilize our CMDB for our Incident and Change process with the relationships that we have configured between them.

What needs improvement?

The biggest issue that I see is the way that they license some of their add-on products. We spend a lot of money, so they should have a better pricing model for customers that want to take advantage of some of the new offerings.

For how long have I used the solution?

I have used the product for about five years in different capacities including as Tech Support at ServiceNow, a Solution Consultant for a ServiceNow Partner, and Administrator as a customer.

What was my experience with deployment of the solution?

There were no issues with the deployment, but some were encountered during upgrades.

What do I think about the stability of the solution?

No, their support staff helps out by monitoring the instance and recommending action. We have some slowness from time to time but it usually due to issues on our ent.

What do I think about the scalability of the solution?

We have not encountered any issues with scalability.

How are customer service and technical support?

Customer Service:

7-8/10. They have a difficult task, since they have to handle a wide variety of calls coming in to them. But, they work together with their team and development to help get a response to your question or issue.

Technical Support:

This I would group with Customer Service.

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

It was implemented prior to me joining the company.

How was the initial setup?

I was a consultant previously, so the initial setup is pretty straightforward, plus you have an implementation partner there to help you take your business requirements and configure it in the system

What about the implementation team?

They started out with a partner, but they were not happy with the service. So they let them go and implemented it on their own.

What other advice do I have?

When you purchase the tool, do not try to make it behave or look like your current system. Remember, you purchased this product for it’s ability and you should take full advantage of that.


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

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