ServiceNow Review

An excellent platform enabling wide exploration of other technologies and functionalities

What is our primary use case?

We are premium partners with ServiceNow and I'm a solutions architect. 

How has it helped my organization?

ServiceNow is one of the fastest‑growing cloud enterprise software companies in the world. We implemented ITSM, ITOM and ITBM for various customs and even in our organization which reduced operations costs infrastructure cost

What is most valuable?

This solution has a user friendly environment. ServiceNow offers a wide platform which allows us to explore other technologies and functionalities and provides a 360-degree view. Data in reports and dashboards are easily accessible. I also like the integration hub which is plug and play. You can integrate any tool with ServiceNow.

What needs improvement?

Need to focus on small business like Licensing, packaging

For how long have I used the solution?

I've been using this solution for 10 years. 

What do I think about the stability of the solution?

We don't have any complaints from our customers after they start using the product. Once they adapt to the new look and feel, and the user experience, there's no problem. 

What do I think about the scalability of the solution?

How are customer service and technical support?

We generally don't need much support. When it's necessary, I can contact the higher support team that deal with implementation and it's easy to connect with them and get a quick response. They are good. 

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

We used Remedy and we switched because Remedy is still using old technology

How was the initial setup?

The initial setup is straightforward in ServiceNow. It's not complex, you can say it's out-of-the-box.

What was our ROI?


What other advice do I have?

If a company is looking for more accessibility, a user friendly environment where they want to explore other functionalities like HR and CSM, then ServiceNow provides that. I recommend this solution because they're always coming out with new technologies and functionalities. And the support level is very good even though things are automatically updated on a regular basis. 

I rate this solution a ten out of 10. 

Which deployment model are you using for this solution?

Public Cloud
**Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: August 2021.
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