ServiceNow Orchestration Reviews

We sell this solution to companies looking for application installation, password resets, or automation that helps reduce IT contacts.

This is a user-friendly solution where scripts can be made with ease. There are also many integration options, including Microsoft products, which gives the product a competitive edge.

Overall, this is an effective solution with fast implementation.

There is still room for more integrations. Or, it would be nice to bundle multiple products together rather than selling everything as a model as that turns out to be a bit costly.

Support has been great and ServiceNow provided us with quality training from the start.

This is an expensive product, but it is the best in the market considering the features and lack of competitors.

Right now, ServiceNow is limited to IT service management. I believe that it has the potential to go beyond that and be an entire ERP which would allow organizations to centralize a lot of their activity.

I would rate this a nine out of ten.

We are a service provider and this is one of the solutions that we implement for our customers. In some cases, we will do post-implementation maintenance as well.

The primary use case for ServiceNow Orchestration is for the integration of various systems. For example, if we're onboarding a new employee then we need Orchestration to help us with the integration of the HR systems, Active Directory, and multiple SAP systems where the new user is required to have access.

Employee onboarding, de-boarding, and other service-provision features make the process easier and it saves us a lot of time.

This solution should be more developer-friendly. This is what my team has been telling me.

The connectors need to be updated because certain connectors for third-party tools are not up to date, and our customers are having problems synchronizing data with some of these tools. There should be connectors to cover at least the top industry applications, and they should be easier to configure in a plug-and-play fashion.

The price of this solution needs to be a little bit lower.

Technical support could be improved by decreasing the time required to resolve issues.

I do not personally work with ServiceNow Orchestration but my team has been working with it for about eight months.

This solution is stable, although it would definitely be better if the connectors were updated and the script in line with industry standards.

Scalability is good, albeit expensive.

We have customers of all sizes but the Orchestration module for ServiceNow is better for small and medium-sized companies. The level of orchestration that is needed by enterprise-level companies is much more complicated and you might need a more mature product for that. For the small end of the scale, their requirements and needs are met by the product and it is the price that is of concern to some customers.

With regard to technical support, their response time is good but most issues take some time to resolve. They have to verify the problem and they have to log in remotely to access the system and try to understand the issue. It can take longer because of time differences and multiple locations. If the time to resolve issues was better then that would be good. Overall, I would rate the customer support a seven out of ten.

We did try a product from another vendor, temporarily, for a few integrations. However, it did not work out well so we switched to ServiceNow. We are also using BMC Remedy, and while we still have a lot to learn, I am finding it much more effective.

I would say that the initial setup is of moderate difficulty. It's not as easy as the other ServiceNow modules, such as ITSM. At the same time, it is not very difficult to do. My comparison is only against the other modules.

The length of time required for deployment depends on the functionality that is required. The basic modules will take anywhere from four to six weeks.

In terms of price, this solution is at the higher end of what you'll find.

Overall, this solution is fairly decent. We are not using it for very complicated or extensive things but for basic orchestration, it is working great. The only problems we are having are related to small issues that have to do with syncing data.

My advice to anybody who is considering this solution is that the day-to-day operations are very good. For basic functions, it operates more or less out of the box and those features are good. If on the other hand, they are looking for a very extensive level of integration, then it might be a challenge with respect to the technology or even the culture.

I would rate this solution a seven out of ten.

Its most valuable feature is the ability to spin the cloud service automatically. If you get your approvals with Orchestration, you can activate and spin up a cloud server without any problem.

I am not going to say dashboards as they are working significantly on it at the moment. They made huge strides for the last three versions in enhancing the workspace concept. With the new UI, enabling workspaces and dashboards is going to become much easier for all the modules. I am sure installation will follow that part.

You can already spin up AWS servers, Azure, and VM services. From my space, the only thing that I can say is the spinning up with Google Cloud Services. I haven't personally tried it, so I don't know if it is working.

We have been using the product for two years.

I would like to rate it as a ten for stability. I never had a problem with any of my customers regarding the unavailability of services.

The solution is very scalable. It's probably the best product out there. It is a platform that allows you to share many tables like base tables and share tables, concepts, and workflows. On top of that, you can build an application as easily as one, two, and three with graphical user interfaces. They provide out-of-the-box solutions for you. Both the engine and the workflows are designed for you. So it's a very scalable product right from HR service management to group risk management, IT service management, IT operations management, etc. One of the customers that I have been servicing has more than 2,000 users and the other customer has more than 20,000 users. So it is based on corporations of a reasonable size. I would rate it ten out of ten for scalability.

The tech support executives are very helpful.

I was part of the team that implemented Remedy. We switched as the customer went for ServiceNow.

You need to request the setup, and then it takes a couple of hours to spin it up. They need to establish the whole coding of the license module. Once you get the platform, you can spin up the applications you want, such as IT operations management, IT service management, or HR service management.

I am a consultant who implements it for customers.

I don't know the licensing cost as it depends on what modules you pick up, and the applications you use. It is based on the type of product you select. For instance, IT service management is based on the number of service agents that you have, it's got a base price. Then the number of service agents that you give access to at the resolution level follows the item, the discovery, and the CMDB which is based on the number of CIs that you put into it. So the licensing model depends on what you want to pick up. Its fee is based on what your utilization is.

I would recommend the solution any day. I would rate it ten out of ten. It's one of the top products. In earlier days, I had experience with many of the other service desks/IT service management desktop solutions. ServiceNow is the most comprehensive and most adaptable to your specific business requirements. They come up with new features and functionalities, every six months. They always stay ahead of the curve. 

I administered service assistance for a customer for day-to-day maintenance of the solution. We were three people administering a system and giving additional functionality depending on the customization of less configuration required to make it unique for the customer.

We use it for enterprise resource management and network management of servers, operating systems, resource management systems, links, applications, and troubleshooting. In addition, it can be used for the network management of resources, from the application to the end user.

The data visualization is good and is hard to find in other products, but the best feature is the ease of use.

We have been using this solution for two years. It is deployed on-premises.

It is very stable.

It is scalable.

We have not used technical support, but clients can contact their digital team if they face issues.

The initial setup was straightforward. The time for deployment depends on the client's organization and configuration. It usually takes time to get and find the resources, ensure everything is in place and working right, and train the staff.

The deployment requires awareness among the project staff and does not necessarily require training. It took us three or four days, but the installation took just two hours.

I rate this solution a ten out of ten. I would recommend ServiceNow Orchestration, and I consider it the best product in its domain in the market now.