ServiceNow Review

One stop shop – all requests for support, new items, changes and anything else can be done in the portal, flexibility of service – requests can be done directly from the portal.​


How has it helped my organization?

One stop shop: All requests for support, new items, changes and anything else can be done in the portal, flexibility of service. Requests can be done directly from the portal.

What is most valuable?

  • Your selected platform, for managing and consolidate ITIL Processes, HR, PPM, CSM, and any new enterprise app you want to build on the platform.
  • Set of pre-built ITIL processes as well as a platform that can be used to build a variety of custom business applications.
  • The process flexibility - it's very easy to customize and build off of.
  • Easy to integrate with third party applications.
  • Customized Dashboard as per user requirement.

What needs improvement?

It's missing monitoring capabilities.

What do I think about the stability of the solution?

Stability is assured by the vendor. No issues found so far.

What do I think about the scalability of the solution?

Easily scalable as the vendor assumes availability at all times.

How are customer service and technical support?

Quick, friendly, and efficiently responsive customer support.

If you previously used a different solution, which one did you use and why did you switch?

Compared to other ITSM platforms, ServiceNow is by far the most agile, robust, and scalable platform.

How was the initial setup?

It was very straightforward and to the point, since it's very intuitive and easy to deploy.

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

The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.

What other advice do I have?

 Integrations: ServiceNow is an open platform that come with out of the box integrations API, but if you really want a deep business process integrations of ServiceNow with JIRA, Salesforce, Microfocus, BMC and others, we recommend https://www.zigiwave.com  read more in the blog post here: https://zigiwave.com/how-to-integrate-jira-servicenow-in-less-than-2-minutes/


Disclosure: My company has a business relationship with this vendor other than being a customer:
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