ServiceNow Review

Has a good UI and workflow management, and is easy to use

What is our primary use case?

We use it for interim problem change configuration, regress management, and knowledge management.

What is most valuable?

I've found a lot of pros with ServiceNow. The user interface and the feasibility to modify the GUI are great features.

It is easily configurable and has a good developer society online, available for any issues from the backend.

On the front end, we have good workflow management, ease of work, and ease of business. It helps us to translate the business requirements and technical requirements in an easier manner.

One of the best things is the reporting; I like how you can manage the data and present it.

ServiceNow is also stable and scalable, and has good technical support.

What needs improvement?

Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement.

The price is on the higher end.

For how long have I used the solution?

I've been using it for four years.

What do I think about the stability of the solution?

In the last four years, we might have had an outage, but the stability is very good. Since it's cloud-based, we don't see many performance issues.

What do I think about the scalability of the solution?

Scalability wise, we added one more module for the vulnerability response, and we have not faced any issues.

We are happy with where we are, but we are adding on a few things. Whenever there's a new requirement that comes up, we plan to move away from the manual work, and we try to do everything in ServiceNow.

We have two types of users: the idea user who actually works on the solution and the requester who raises the request. In total, the end users that have access to raise the tickets are around 13,000 plus, and those who actually work on the solution, designing, working on the tickets, etc., are in total around 300 plus.

How are customer service and technical support?

The technical support is good. They're responsive, and they keep a tab on whatever issues we are facing. They have a dedicated team that handles them and even a dedicated portal where you can raise tickets and flag them.

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

I was using Remedy and HP Service Manager. We switched because of ServiceNow's scalability, stability, and the user interface. I believe that the business mindset of whoever created or expanded ServiceNow was to make sure that we have a good developer community with an open system for people to understand and expand their knowledge, a better UI, and better workflow management, which I did not see in Remedy. 

Remedy has a lot of constraints; the integration and referencing had issues. ServiceNow has an option of referencing many tables in one form, but that was not available in Remedy. Also, Remedy was not that scalable.

We needed a person to have good technical knowledge to consider the system, but with ServiceNow, you don't need technical knowledge; they have made everything UI. So, that's a good thing.

The cost might be on the higher side, but the services were better, so we chose ServiceNow.

How was the initial setup?

The initial setup was straightforward. They have out of the box solutions readily available, so if you're just going by the out of the box configuration, it might take a few months. Maybe a 12 week period is good enough to get it up and running.

What about the implementation team?

We got the ServiceNow vendor team to help us with the initial setup.

What was our ROI?

Overall, I have seen a substantial ROI when it comes to reporting: a faster response and also the assignment of tickets. If you have to talk to your leadership and tell them what the status of a particular project is, you can create your own dashboards, which will give them a glimpse of everything in one go. They won't have to talk to you every time; they can just open it up.

The second ROI is that you don't have to log into ServiceNow every time; you can integrate ServiceNow with teams, Microsoft teams, or any other tool, and you will get the notifications over there itself. It saves a lot of time from that perspective.

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

The licensing is on a yearly basis. The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified.

When you buy the license, it also comes with the yearly tech support. So, you don't have any additional costs per se.

Which other solutions did I evaluate?

We moved away from HPSM to ServiceNow, and we evaluated Remedy.

What other advice do I have?

They have a lot of libraries available online. If you are planning to implement ServiceNow, you should first compare your current system with the online free developer instance from ServiceNow, which has all the features that are present in the licensed versions.

I would suggest that you see if the added business is supported in ServiceNow so that when you implement the system, you can raise these special issues with the consultants.

You should go ahead and create your own instances and see whether the system is working as expected and whether it suits your requirements. When you're implementing, make sure that you implement everything and don't leave parts for your own team to handle. Get everything done by the vendor in the first go.

On a scale from one to ten, I would rate ServiceNow at ten.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Microsoft Azure

Which version of this solution are you currently using?

**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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