ServiceNow Review

The Cadillac of ticketing systems

What is our primary use case?

We use this solution for incident management, change request management, and service request catalog. These are our three primary use cases.

Within our organization, there are roughly 15,000 to 20,000 employees using this solution. We have two staff members that handle all maintenance-related issues. 

As our mission over the next couple of years is acquisition, we definitely plan to increase our usage of this solution. 

How has it helped my organization?

We aligned several different service desks onto one platform. There is a cost savings in not maintaining multiple systems. 

What is most valuable?

I find the incident management part to be the most valuable. That's how the service desk tracks tickets.

What needs improvement?

They could be more competitive with their licensing. We went to roll out asset management discovery and at the time they charge per network device only and you didn't get a price break until you were at 5k devices. To me, I would change the licensing to discovery of all devices. We made do with SCCM instead, but the limitation with using that is that we can only discovery over one domain. 

CreatorCon is an event for Servicenow customers to show off what they've done with the tool. Servicenow benefits because they can partner with the customer to make a solution a permanent solution in the tool. 

For how long have I used the solution?

I have been using ServiceNow for 11 years. 

What do I think about the stability of the solution?

In the 11 years that we've been using it, it's not gone down more than once; and we started with just one help desk on it — we now have five.

How are customer service and technical support?

If you get the right person, the technical support is pretty good. 

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

We used to use E-Service — it was horrible. 

How was the initial setup?

Deployment took four weeks. 

What about the implementation team?

A vendor helped us with the implementation. That made things pretty easy. 

What's my experience with pricing, setup cost, and licensing?

Our licensing is on a yearly basis. We normally end up doing a true-up payment because we tend to acquire more people and use more licenses.

Which other solutions did I evaluate?

Yes, Remedy (Salesforce), SysAid, Cherwell, TopDesk. Cherwell came in a close second. 

What other advice do I have?

My advice is to use a third-party vendor to help with the installation. Keep in mind, some are good, some aren't. You would have to send your staff away for training for about six months before they could even attempt to implement this solution. 

Overall, on a scale from one to ten, I would give ServiceNow a rating of nine. There's always room for improvement, but it's the Cadillac of ticketing systems.

Which deployment model are you using for this solution?

Hybrid Cloud

Which version of this solution are you currently using?

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