ServiceNow Review

I use the solution for analytics, but my team uses it for incident management.

What is most valuable?

I use ServiceNow for analytics, but my team uses it for incident management. Those are the two most valuable things that we use it for.

What needs improvement?

I'd like to see improvement in their mobile space just because that's certainly my priority. I'll also like to see improvements more in their reporting in analytics still. I think they're getting there, but I'd like to see a little bit more from what they have right now.

For how long have I used the solution?

We've been using ServiceNow for two years.

What do I think about the stability of the solution?

Perhaps we only had one issue that I can remember that we had a downtime, but other than that it's been very stable and very consistent.

What do I think about the scalability of the solution?

It's still to be determined. In fact, I need to find out if it scales specifically for mobile devices. We have thousands and thousands of mobile devices out there around the world, and so we're trying to see if we can implement ServiceNow to scale to that number.

How are customer service and technical support?

It was implemented by our engineering group, so my supports go straight to them. My understanding is that our solutions manager owns the product. My understanding is that he gets good support from ServiceNow, but direct support from ServiceNow, I don't directly do that. I go through our engineering group for that.

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

We were using HPE Service Management, but it was cumbersome. It was really not user-friendly. ServiceNow helped us, plus added value of workflow. We use a lot of workflow as well. We use that. That was the greatest value for that.

How was the initial setup?

I didn't set it up for our organization, or I think my team didn't set it up, but for our instance for our group, it was seamless. The migration of data has been seamless for us as well. At least, that was our experience in our department. There's multiple departments, it's my organization. The data, the which one was the biggest one, transitioning from the old HPSM to the ServiceNow has been consistent and very good.

What other advice do I have?

I recommend the product and I think there's potential for it. For the features that we have now, it's been day and night difference from what we've had.

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