ServiceNow Review

Most valuable feature in my eyes is the rapid development.

Valuable Features

The most valuable feature by far of ServiceNow is the rapid development. How quickly you can actually go out and change things, adapt things, ready to fulfill the business needs.

Room for Improvement

One of the things that we're trying to figure out is how ServiceNow can be more of a platform to be used as a backend. Because of the rapid development, it can barely oversee it for use at the back end. We're having discussions right now to actually understand what that will mean. The other piece is some of the UI's are currently being restricted from not having too much customizations. That puts us in a tough spot. Sometimes there are some corner cases where some people want something and we kind of change it. Those are mostly with new UI's. There's good reasons for actually locking those down. At the same time, it problematic for us.

Use of Solution

I have been using personally ServiceNow for about five years.

Stability Issues

Best in class. It has been really good; it's availability, reliability, performance. Sometimes people do dumb stuff with scripts. The performance is not the platform's problem, the problem is with peoples scripts.

Scalability Issues

It scales well.

Customer Service and Technical Support

It's great. I'm part of the ServiceNow community, so that helps for support. Their support works great - they are really helpful, they have the indicators and all the right stuff for closing tickets really quickly and they also put first resolving your issue. It's really great support.

Previous Solutions

We used to use different solutions. Some of it was kind home-grown. Nothing similar to ServiceNow from as a platform perspective.

Initial Setup

It's already set up, you just have to work it out according to your needs. Just like in any other project, you need to understand your process, you need to understand how you need to improve your process. Don't automate the problem. Just like any other process, the recommendation is you either work with ServiceNow or you're work with a technology partner. I'm a technology partner and we help others with those types of things. It's really straightforward.

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