ServiceNow Review

The overall simplicity and ease of use are advantages

What is our primary use case?

We use it for ticketing.

How has it helped my organization?

We haven't been using it long enough for me to say how it has improved our organization.

What is most valuable?

Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow.

What needs improvement?

Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow.

For how long have I used the solution?

Less than one year.

What do I think about the stability of the solution?

I haven't found many stability issues in this tool. The uptime is relatively good.

What do I think about the scalability of the solution?

Scalability is not a big issue for this tool. It's good.

How are customer service and technical support?

Technical support is an eight out of ten.

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

I was not part of the team or a decision maker for using this tool. I am an end user. It was purchased by our organization.

Which other solutions did I evaluate?

Other tools I have used and evaluated are BMC Remedy vs ServiceNow and Micro Focus Service Manager vs ServiceNow.

What other advice do I have?

I would recommend looking into all aspects of ticketing tools and I would advise people to use BMC Remedy because of the scalability and the features available. If you are not very technical then I would recommend ServiceNow.

Most of the users of ServiceNow in our company are Level 1 and Level 2 engineers, and some of them are problem managers. We have more than 200 people using the tool.

I would rate ServiceNow at eight out of ten. The two points off are for some features which are not there in Change Management and in the ITSM software. The rating is as high as it is because of its simplicity and ease of use.

**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.
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