ServiceNow Review

It can be taken out of the box and used with minimal custom configuration.

Valuable Features

It's ease of use, extensibility and just the ability to take it out of the box and use it with minimal custom configuration.

Room for Improvement

The documentation needs work. The wiki is woefully inadequate. I support federal customers, there's a separate US government approval process to use instances, and we're behind the rest of the public community. For instance, we don't even have permission to use Geneva yet, and Helsinki is already out. I know they're working on it and it's going to be faster, but right now it's a challenge. You see all these new features and we can't go out and use them until the government says we can.

Use of Solution

I've been using it since 2009.

Stability Issues

We've had no issues with the performance.

Scalability Issues

It's been able to scaler for our needs.

Customer Service and Technical Support

They're inconsistent. Depending on who you get, they may or may not be able to immediately provide the kind of response you need and sometimes they take a while to do it.

I wouldn't say that I use the community a lot. I think our developers do, and I'm not a developer. They go out and use it more than I do.

Initial Setup

It was easy to set up.

Other Advice

I would recommend it. I think the biggest challenge with all of the functionality that exists in ServiceNow today is to figure out where to start, and having a narrow strategy so that when you do buy it you don't try to do everything at once and get nothing done. A lot of the sessions around here [at Knowledge16] have done a good job in outlining that and driving their experience. I definitely recommend it.

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