ServiceNow Review

Numerous useful features, wide range of add-ons, and reliable


What is our primary use case?

We use this solution for many things, such as ITFM, incident problem change, configuration, and vulnerability response.

What is most valuable?

There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities. Additionally, they provide a strong security suite with vulnerability, no-code integration, self-service options, and a virtual assistant. 

What needs improvement?

In an upcoming release, there should be more administration tools.

For how long have I used the solution?

I have been using this solution for six years.

What do I think about the stability of the solution?

The solution is very stable. However, we did have an outage once because their data center was potentially down.

What do I think about the scalability of the solution?

We have not had any issue with the scalability, it is very good. 

We have 17,000 users and out of those we currently have approximately 1200 active users using this solution.

How are customer service and technical support?

When we had an outage the technical support contacted us to let us know what was happening. They have an engineering level of support that is very good. 

They could do more follow-ups in relation to issues being resolved.

I would rate the technical support of ServiceNow an eight out of ten.

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

I am working for a large company and we were using another service provider before that was expensive and complex. I am not sure how many people are still using the old service we were using before because it is outdated compared to other solutions. ServiceNow has a lot more people supporting it, it is a lot easier to find developers, and it is a much more modern platform.

How was the initial setup?

The setup starts out easy but it can get complex quickly.

It is important to be prepared for yearly system updates. Normally your subscription will come with access to those new updates but you need to be ready to quickly update to the latest versions.

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

I have found the solution very expensive.

What other advice do I have?

My advice to others is to make sure they understanding what they are going to use ServiceNow for which is important. There are a lot of cheaper solutions that can do many tasks, such as tracking and work management, that might satisfy their needs better. With this solution, as your company scales up, you are going to need more people to support it. It is a very popular platform and requires a lot of configuration and development to make it useful to an organization. 

Everybody wants to customize the solution to make it fit their business model, which is what it is meant for. Even though they have no-code development tools within the platform, having well-skilled developers in your organization will help you move along smoothly. 

Having a team that can support the solution is important for success. Unless you have it outsourced, However, you will still have the governance aspect of it to oversee what the roadmap is.

I rate ServiceNow a nine out of ten.

Which deployment model are you using for this solution?

Public Cloud

Which version of this solution are you currently using?

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