Technical Engineer (Retail Group) at a retailer with 10,001+ employees
Feb 19, 2021
We use it for a lot of things, and it is really good for our use cases. We use it for our help desk and knowledge management, which is really good.
When it comes to modules, it has an incident module, which is really good for us in terms of tracking our cases and incidents. Its change management module is really good, and it also has customization capabilities.
From a documentation point of view, there are certain areas of concern, and improvements are to be made to make the documentation part clearer and crisper.
Technical Engineer (Retail Group) at a retailer with 10,001+ employees
Feb 19, 2021
Its performance is really bad. When you're on the hosted cloud, it gives you the time it takes for a transaction to happen, and it takes anything from 20 seconds to a minute, which is a really long time.
Something that is really annoying in this solution is that when you click on the Back button to go back, you don't go back to the previous screen. You go back all the way to the homepage. It is really annoying and painful. Its UI is also pretty dated.
It is very customizable, but the customization seems to be clunky. We have a separate team that owns the ServiceNow implementation. They control how it is customized. Its customizations are pretty extensive, and it takes us a while to get them done, which is painful. That could be because of our internal team, as opposed to the product itself.
When it comes to DevOps, there are better solutions such as Atlassian and Azure DevOps. ServiceNow DevOps is an ITIL product that is trying to be something else. DevOps is not its prime purpose, even though it is capable of doing that. Trying to be too many things by one platform is not a good idea. They should focus on the ITIL space and not get into all other spaces.
Head of business transformation and digitalization at Apple
Feb 9, 2022
The roles for the ServiceNow administration side could be improved. I think they could be more specific or add the descriptions for the different roles.
