ServiceNow Review

It's a simple platform to get up to speed on.

Valuable Features

It's very easy to customize and build off of. It's a simple platform to get up to speed on. Every company I've worked for has enjoyed their idle focus. The usability is a valuable feature, a lot of customers just enjoy the usability of it.

Room for Improvement

Since I've been working with the product for a long time, it feel like in the old days it was kind of a smaller, cult-like following. You had a more family-like community. Now it's gotten so big and it's kind of lost a little bit of that. I guess that's good for their business.

They seem to be trying to branch out and do a lot more than just ITSM which is usually what the core focus is, so sometimes there might be a little bit less emphasis on that. Personally I haven't seen that, but other people have mentioned it. It'll be interesting if they try to be all things to all people. They've gotten more polished, more professional, larger and a lot more sales-oriented when they went public. I don't really have many bad things to say about them.

Use of Solution

I've personally used it since 2007. I worked at a company called Progress Energy. It was in Raleigh, North Carolina. They were an early adopter and we luckily fell into it at the right time.

Stability Issues

It was never bad, but in the early days there was definitely more outages, and we had an SLA. I think initially we even got some money back from them in the early early days in Progress. I'd say over the past five years or so that the reliability's been excellent.

Scalability Issues

I've had no issues with scaling, especially in the last five years. Availability seems to really have helped. We still have some performance issues, but sometimes those could be network related and not vendor related. Sometimes it's our development which is causing the trouble. I would not blame ServiceNow for any kind of performance issues that we've had.

Currently, we're not really scaled up at this particular point, so I don't foresee that being an issue, but we could encounter that later.

Customer Service and Technical Support

I'd say it's fairly good. The bigger they've got, the more I guess standardized their high systems become. Usually if we have something that really shows up on our radar, we can get a hold of somebody and get it addressed. In the earlier days when we had more of those, we also had pretty good luck at being able to get some senior engineers on problems that we had, even if they were self-inflicted problems.

Implementation Team

We've used ServiceNow professional services and I've really enjoyed working with them and some of the other high-level partners, but to be honest with you, my current company isn't big on contractors. It's kind of an act of parliament to get them to bring somebody in from outside.

Other Advice

Being more technical myself, would say that having a clear and consistent view of your requirements, what you want to do, and to try to stay out of the box at first as much as possible. This is the third company I've worked for who uses ServiceNow and we always try to over-customize it at first, because everybody has very defined processes. Over-customization of the tool will hamstring you in how you can take advantage of stuff that they release. They always seem to release something that you're wanting to build right after you build it.

It's been a challenge because a lot of people think they know better, and everybody does it their own way. Staying out of the box initially is really helpful. Any tool can be made bad if you put garbage in. That's the biggest issue I've seen.

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