ServiceNow Reviews

4.4 out of 5 stars
 (77)
Anonymous avatar x80
Real User
Asst. Director, Technology Support Services at a university with 1,001-5,000 employees
Jul 04 2016

What is most valuable?

I think the most valuable feature is just the ability to take the whole organization and put it in one place. Traditionally, my background has been in service desk, and so someone who call with a problem and we would deal with it. If it was... more»

How has it helped my organization?

Traditionally people saw different facets of IT as different areas of responsibility, so incidents were handled by one group, and problems were handled by another, but they never really called them that. They just called them "tickets," or... more»

What needs improvement?

The biggest hassle we have for ServiceNow has been licensing. We have a lot of student workers. When you have cheap labor that's right at your doorstep, you can't turn them down, and so we have a lot of functions at the university, not just... more»
Anonymous avatar x80
Real User
Sr. Systems Admin at a software R&D company with 1,001-5,000 employees
Jun 09 2016

What is most valuable?

The most valuable features at this point in time for me is the ability for tracking changes, for tying changes in the problem tickets together, tying incidents together to the problem tickets. The interaction between our user to IT aspect,... more»

How has it helped my organization?

ServiceNow was implemented over seven years ago. When I came on it was already implemented and I didn't have much of a role in getting ServiceNow changed, add-ins, whatever. They weren't reaching out to other companies. I was basically... more»

What needs improvement?

I actually don't know. To be perfectly honest, I feel that just about any tool, as long as they have the same offerings, can be modified to fit the company that is attempting to use it. Take a look at an ERP solution. ERP has been around for... more»
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Anonymous avatar x80
Real User
Performance Analyst at a insurance company with 1,001-5,000 employees
Jul 02 2016

What is most valuable?

Immediate insight into reporting. For us it's about trying to wrap our heads around the volume of tickets that are coming in the door. How quickly we're getting our turn time done? Those were things that were missing from our incident management platform. We could basically do a data dump once a week, dump that into an Excel spreadsheet, then do some computation... more»

What needs improvement?

It was all on Fuji. Some of the things I'm going to say might already be in Geneva and Helsinki. We use a zipper product for our project management portfolio, demand management and resource planning. From what I have heard, and what I've seen thus far, resource management needs to be a little tighter. We're running performance models around capacity planning. We... more»
Anonymous avatar x80
Consultant
Senior Consultant at Devoteam
Jul 04 2016

What is most valuable?

As a platform approach I would say I really like this vision of saying ServiceNow is an application platform now as a service where we can build any application we want to so we have some applications on the baseline like in sales management, like change management, now customer services, like security operation. If we need to build other applications we can do... more»

What needs improvement?

It's like when you work on science, you say, when I answer one question, I have 10 other questions rising up. I see the same thing with ServiceNow. When something is added on ServiceNow on the platform, then you have 10 more things to do because you have to improve again and again and again. Here what could we do? They probably have a lot of things to do with... more»
797b9234 7c5a 4689 a4fd 0add6dfc6aa2 avatar
Real User
Manager of Helpdesk at Bloomin' Brands
Jul 04 2016

What is most valuable?

For our company, it would be incident management with the ability to track and report on that. Showing trends and then tying that into problem management as well. Also completing the whole circle, so problem management and change management.... more»

How has it helped my organization?

From our perspective, it's the ability to customize it and provide the different platforms. A good example is that within our organization we have incident forms that are tailored to IT and we have incident forms that are tailored to other... more»

What needs improvement?

I think some of the areas for improvement are some of the features that get added sometimes and not a lot of help and resources get devoted to them. A good example is inside of my self-service portal, we use heavily utilizing the wizards that... more»
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What is ServiceNow?

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

ServiceNow customers

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

 

 

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