ServiceNow Review

Provides a centralized, fully managed, solution with everything in one place


What is our primary use case?

As a developer, I work on ServiceNow for HR solutions and a few other Service Portal functions.

How has it helped my organization?

Other solutions are integrated with different applications and tools, but ServiceNow is quite centralized, fully managed, and you can find everything in one place.

What is most valuable?

There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic. There have been advancements in ServiceNow.

It gives you all the APIs out-of-the-box and you can directly write code with them.

What needs improvement?

There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great.

Also, the first time we looked at the Service Portal, it was quite hard to understand its interface. People were looking for things, like the email functionality in Service Portal. That was not available and there were other things in Service Portal that were not up to the mark.

For how long have I used the solution?

More than five years.

What do I think about the stability of the solution?

It's stable and it's improving. You can't compare ServiceNow with any other tool.

What do I think about the scalability of the solution?

I have seen many changes in it. Previously, it was limited in its functionality, only for configuration management and the like, but now you can see it has many applications in it.

The scalability depends on how you utilize the tool.

As for the number of users on ServiceNow, I have been involved in a project where it was to be utilized by almost two million users. That was the biggest project I have worked on. There were internal users and outside users.

There were issues during the migration. They have certain locations, certain countries with different data, with different languages. We usually do the migration according to the country in which it's operating. We were doing certain migrations and, all of a sudden, when it reached a level above one million users, the nodes were very full and ServiceNow was unable to respond. We thought maybe it was due to our scripts. We checked everything first but it was working fine in the dev environment and the test environment. But when it came to production, there was a big risk and a big impact on the business.

We reached ServiceNow, even though it was not business hours. They said they had certain things on a low infrastructure and they told us that they would be migrated to a higher infrastructure and that we would have access again. We implemented it on a Sunday morning and we thought it would be working but on Monday we had a huge number of emails and calls and it was a day full of pressure. But we were able to solve it and get it back within an hour.

How is customer service and technical support?

Usually, we don't reach out to ServiceNow until we know the problem is not in our hands. As a gold partner, our company has access to on-call support and direct access to ServiceNow's experts. We are able to contact people there, at the business level, and get things done.

Which solutions did we use previously?

We recently had an application tool that was supporting certain tasks in HR case-management. That tool has certain capabilities but it's not up to the mark when you compare it with ServiceNow. It provides you details about the task, but it does not have the basic functionalities like chat and email. It has to be integrated with other tools for those things.

How was the initial setup?

As a developer and partner, most of the time the setup is customized. Right now, I'm working on a module called "Ask your HR." There are different sets of modules available and inside each module there are different sets of reports and functionalities, such as drag-and-drop, etc. It's full of customization. Whatever you're building, it has to be done from scratch. It's not like the functionality is available out-of-the-box.

We do follow certain documentation and steps. Whenever we do a migration or implementation, we check for the available system capacity. We have a team that allows us to do testing on it and see what kinds of things can be done, or how we can migrate directly to ServiceNow.

We usually don't go with a full-fledged migration, we do it in phases, Wave 1, Wave 2, and Wave 3. Each wave has certain things in it. We will plan it accordingly and, once the wave is successful, we'll do regression testing of certain scenarios and check whether it is up to the mark or not.

What other advice do I have?

Back in 2011, BMC Remedy was at a peak and people were focusing on it. But starting in 2014 and 2015, ServiceNow came on and its competitors were watching. It went from about ten to 20 percent of the market to almost 40 percent of the market.

I would rate ServiceNow at nine out of ten. It is all about improvement, about getting things from your legacy system to the latest one.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner.
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