ServiceNow Review

We're able to provide Process as a Service, but the usability and user experience is a really big issue and needs to be improved.


What is most valuable?

Its integrated process data-model is a feature that's valuable for us.

How has it helped my organization?

It's provided a platform to provide Process as a Service.

What needs improvement?

The usability and user experience is a really big issue and needs to be improved.

For how long have I used the solution?

We've used it for five years.

What was my experience with deployment of the solution?

We encountered no issues with deployment.

What do I think about the stability of the solution?

We encountered no issues with stability.

What do I think about the scalability of the solution?

We encountered no issues with scalability.

How are customer service and technical support?

In our experience with technical support, we found that first-level support is pretty mediocre and second-level support is just adequate.

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

I used a custom solution in the past, but switched to ServiceNow.

How was the initial setup?

The initial setup was straightforward. The only complexity was in the business requirements given by those trying to customize it to do something outside of the native configuration.

What about the implementation team?

We used a mixed team of in-house and vendor.

Vendors tend to do what the customer wants, which is the wrong approach. Always start out understanding the native function of the tool, then you adapt your process to fit the tool, not the way around.

What was our ROI?

We are still waiting for ROI to be realized, and are unsure yet of the value due to adoption issues.

What other advice do I have?

You should focus on the adoption more than configuration.

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