ServiceNow Review

It's helped to automate repetitive tasks, but the UI can be busy and complicated for non-IT users.


What is most valuable?

  • Change
  • Incident
  • Service Catalog
  • Configuration Management
  • Project Portfolio Management
  • Knowledge Base

How has it helped my organization?

  • Improved the globalization of processes and around the clock service delivery to our customers
  • Automated repetitive tasks and shifted left simple tasks to the service desk

What needs improvement?

  • Lots of customizations can lead to breaking the system when moving to another release. This should be managed better by ServiceNow
  • UI can be busy and complicated for non-IT users
  • Difficulty in debugging and testing code output

For how long have I used the solution?

I've used it for five 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

Technical Support:

8/10

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

We used a different product, and switched because it was easier to set up and customize to the needs of our business compared to its competition.

How was the initial setup?

A bit of both. It involved more customizations/work than we initially assumed.

What about the implementation team?

Both. Have a dedicated resource(s) from in house that works with the vendor in developing and setting ServiceNow Modules/Applications. It's very important to use an experienced vendor team that has dealt with complexities in implementing a ServiceNow environment. You should also have clear functional requirements/functional specifications from the beginning before any ServiceNow development is done.

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