As much as possible, we use the out-of-the-box features. We do very few customizations. We follow the schedule to refresh the versions when they come up. As an end-user, I am not happy with the scalability. We have to wait a long time to buy more capacity. It is not an issue with the tool. Our team must manage it better. ServiceNow is a powerful tool. As long as we have enough users, it works. Overall, I rate the tool an eight out of ten.

My advice is to use a third-party vendor to help with the installation. Keep in mind, some are good, some aren't. You would have to send your staff away for training for about six months before they could even attempt to implement this solution. 

Overall, on a scale from one to ten, I would give ServiceNow a rating of nine. There's always room for improvement, but it's the Cadillac of ticketing systems.

The solution is suitable for enterprises. It is not advisable for small and medium businesses. The tool comes with a developer's toolkit which offers integration possibilities. It goes beyond traditional IT functions, becoming a business solution used across various departments. With its development capabilities, ServiceNow facilitates applications in core functional areas, such as operations.

ServiceNow is good for many types of business needs and is better than older products. However, it faces tough competition from newer platforms. ServiceNow keeps getting better with new features, but its value may change. Automation is easier now, and people who use it are more familiar with technology.

I rate the overall product a seven out of ten. 

The product itself is satisfactory, offering all the necessary features and functionalities. However, the quality of the outcome heavily relies on the competence and dedication of the developers. Without continuous oversight and intervention, the result may vary from excellent to subpar. Therefore, the success largely hinges on the capabilities and commitment of the developers or partners involved. Overall, I would rate it eight out of ten.

To those who plan to use ServiceNow, I would say that it is always good to use the system for case management. ServiceNow is a platform that allows a company's customers, including the employees and stakeholders, to connect with the services revolving around HR or digital technology.

I rate the overall tool an eight out of ten.

My advice would be to have a good plan to start with. There's a lot you can do with ServiceNow. Therefore, plan out what you want to do, and then you can always revise your plan. Don't go in there blind, but know what it can do.

On a scale from one to ten, I would rate ServiceNow at eight. I'm very satisfied with it, but there's always room for improvement.

I rate the solution's integration capability a nine out of ten. ServiceNow is deployed on the cloud in our organization.

I would recommend ServiceNow to other users. ServiceNow is the best product for large enterprises looking for a total landscape transformation to get the best out of the system and the best single source of records.

The solution's automation capabilities helped us greatly reduce our team's manual tasks. ServiceNow's reporting analytics tool is quite insightful, and you can do a lot of customization around it. The reports can be sent automatically.

Overall, I rate the solution ten out of ten.

Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it. 

I would rate this solution a seven out of ten. 

It's the best for me. I would rate the solution a ten out of ten. 

I rate ServiceNow seven out of 10. ServiceNow is better than competing solutions we've used like Jira and Monday.com, and they're working hard to improve organizational processes. They're doing a great job. I would recommend them. Their technical support and deployment team are better than the solution itself. They understand how to refine processes to help you perform better. 

On the PPM side, I am quite satisfied with what is there. Apart from submitting tickets, I haven't used the ticketing system to its full functionality, so I can't really comment on that. We are quite satisfied with the tool. Its out-of-box reporting is quite balanced. We didn't require much customization when we deployed it. We did some customization, but we tried to stay out of the box as much as possible to make things easier for us. It has been working really great out of the box.

If you have no experience in using it and if you are just deploying it, not migrating from another solution, it should be pretty straightforward. With a little bit of training and help from ServiceNow, it should be up and running in a couple of days. If you are doing a large-scale migration, as we did, I would probably recommend using a third-party contractor.

I would rate ServiceNow a ten out of ten. 

I would recommend this solution because it's a very well performing solution. As a result, I would rate ServiceNow at ten on a scale from one to ten.

Overall, I rate the solution a nine out of ten.

I certainly would recommend it on a regular basis as a viable scalable project management solution. It is a solid solution. It has got all the features and functionalities I want. The lack of visualization of data, ease of implementation, and ease of configuration results in difficulty in training people, and it needs to be more visual and a little bit easier to configure and maintain. Currently, as soon as you install the new version, you've got to go back there and make all those tweaks. It is not all or nothing sort of thing. It is just a case of how much of the functionality done in a manual way has to be redone in each update. That could change over time. They're constantly improving how this works, but in my experience, that was very much the case for the last two upgrades that I've done. Occasionally, I've had problems where existing data from a prior version did not migrate. There is some wonkiness, and you got to go in and clean things up a little bit, but it is pretty minor. It is one of those things where when you've got a solution like ServiceNow that every single person in the organization is using, and you do the update the next morning and realize that none of your reports are right because you've tweaked it, and now, you have to go and fix it. In fairness, if you only use it out of the box the way ServiceNow says you should use Project Management, it probably wouldn't be an issue, but I am yet to see a customer use ServiceNow Project Management out of the box with no changes.

Comparing it to all other project management solutions without consideration of cost, I would rate ServiceNow a seven out of ten.

ServiceNow is a versatile solution suitable for businesses of all scales, from small to large enterprises. My advice to others considering its use would be to thoroughly understand the product's capabilities before implementation. Aligning these capabilities with your specific requirements ensures optimal utilization of the features available, facilitating efficient management and future scalability. Overall, I would rate it eight out of ten.

ServiceNow provides the best practices to streamline our IT service management processes. We have customer processes, and the tool helps to follow the process and reduce the meantime and resolution.

I work with both the on-premises and cloud versions of ServiceNow. The on-premises model requires some resources because we have to maintain the databases and applications. We don't require any resources for the solution's SaaS version.

Maintaining the on-premises model has its own challenges. It's a little bit difficult unless you know how the whole technology works. We don't need to worry about any maintenance for the SaaS version.

Overall, I rate ServiceNow a nine out of ten.

We have bought the product's standard version with different components implemented across all the departments of our organization. We can add more components as per requirement.

We need assistance from specialists with in-depth knowledge of the platform, such as those holding ServiceNow certifications for complex business requirements.

I rate it six out of ten.

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. 

We're just a customer and an end-user.

We started on-prem and then switched to cloud. We switched to the cloud about three years ago.

- fill out the CMDB before you start implementing the tool - make the time.

- plan out table joins as you implement new modules.

I'd rate the solution at an eight out of ten. I would just warn others that it's too easy to incorporate abysmally poor design.

If you're interested in using this solution, contact us, we'll do it for you. Overall, on a scale from one to ten, I would give ServiceNow a rating of nine. 

I manage an automation orchestration team. The focus of my team is external, not internal. The company uses ServiceNow. We are one of the largest and older consumers of ServiceNow. The members of my team have ServiceNow practice, infrastructure automation practice, could management platforms, containers practice, and DevOps. 

Our team is focused on helping other organizations adopt and adapt to ServiceNow.

ServiceNow is in the cloud, it's basically remedy in the cloud. ServiceNow doesn't get deployed unless you are a Federal Agency because they have their own data centers. ServiceNow only allows Federal Agencies to have their own instant data Center.

Make sure that you are big enough to afford it. If you have a small IT department, then ServiceNow is not for you. The problem is that you won't be able to afford it. You must be a mature enough and a large enough IT organization to start using it.

It doesn't just do IT things, it does more than that.

Make sure that you configure and not customize.

I would rate this solution an eight out of ten.

It's effective, indeed. If you aim to monitor the number of issues you're handling and wish to understand the effort required to resolve them, this serves as an excellent ticketing tool. Overall, I would rate it eight out of ten.

I'm just a customer and an end-user.

I am currently up to date with the latest version.

I'd advise potential new seers that they'll get good asset management and be able to manage tickets. It's all straightforward and usable. In the past, I've used other products, and they're not that scalable. If you're working in a company that has multiple facilities, multiple countries, the best way to go is with ServiceNow.

I'd rate the solution at a nine out of ten.

I will rate ServiceNow nine out of 10 because it's a little expensive compared to other tools, but it's a very good product from a technical standpoint.

My advice would be to look at it very carefully. It is a great product, but make sure that it fits your company culture and the way you want to do things because it is a big product.

I would rate it a nine out of 10.

To others who are interested in implementing ServiceNow, I would say, consider it for running your IT operations, but implement it capability by capability. This will allow you to see the big picture of what you're going to get at the end of it. You can't do a big bang approach on this. Rather, you have to be very deliberate in how you implement it.

They have thought through it, and not just the whole domain in the platform but now they have connected it to the business side, the business needs and the processes, the work that people do down to the technology. I think that was missing a few years ago, probably more than a few years ago. Because I think they met with them in 2016 around it. But they have got that now, and it is really powerful. 

I've been working through the taxonomy with different parts of the organization and the fact that they can start making some of these connections in a system I think is phenomenal.

Also, they have the assets included. When you do an assessment to see, how healthy it is, you can not only see who has impacted the business applications that are impacted, which drives you to the people and the processes and all those things. You can also see what the root cause of the cross problem is, and manage the root cause in a more holistic manner.

For its space and what it is capable of doing, I would rate ServiceNow a nine out of ten.

The color scheme we are using is not good because sometimes the background is difficult for me to view. However, this is a company decision and can be changed.

We use a SaaS solution because the service has improved performance and maintains the up-to-date security of the application. As a company, we do not need to worry about doing upgrades because everything is looked after by ServiceNow. It is a very good solution and has worked very well for us.

I rate ServiceNow a nine out of ten.

I'm in consulting. I'm not in the group that does the ServiceNow implementation, however, we have people on staff who do it. We've implemented it in our company and I use it as a user, however, I'm not a guy who configures it.

I'd advise new users to get someone, such as a consultant, to help them implement the solution. I don't actually have enough knowledge about it to really give advice. My understanding is it's a good, solid system. In our company, people are quite bullish about it. The best general advice I could give is, if you're getting someone to help you implement it, make sure they're people who know their stuff. If people go for cheap and cheerful support in implementation, they can have problems.

I'd rate the product at a six out of ten. As a self-serve product, it's kind of the middle of the road compared to other online experiences you get as a consumer. It's pretty bare-bones.

It is a good tool; I rate it a nine out of ten. I advise others to ensure that it fits their business use cases.

I would absolutely advise using it. I have been an advocate within our company to change different tools and move different departments to ServiceNow because it's a really useful tool. I would recommend it to others.

I would rate it a 10 out of 10. I'm totally satisfied with it.

We're a ServiceNow partner. We help to implement ServiceNow for our clients.

We're working on likely the latest version of the solution. ServiceNow provides upgrades two times a year. Previous versions get obsolete so that you can't actually use them.

I often see that people tend to simplify things and they expect any system, no matter if it's ServiceNow or any other system or platform from the area, that the implementation would solve the entire ATSM matter. However, in fact, with ATSM, it's about products, people, processes, and partners. All the efforts should be covered. No solution is a silver bullet.

I'd rate the solution at a nine out of ten. it's a very good solution, however, there's always room for improvement.

We're just a customer and an end-user.

We are using the most recent version of the solution at this time.

The product is well-versed, and it's simple to use - which is why I would recommend it. You've just got to know how you're going to organize or structure everything. Whoever's basically managing or deploying the software needs to map it out. They should be able to modify or scale it to the way they want it, however. 

I'd rate the solution at a nine out of ten. We've been very happy with its capabilities. The flexibility and the ability to modify what you want are great - and, on top of that, it's pretty simple. If you know how to do a simple query, you should be able to pull up anything that you want. That's what I like about this software

For those wanting to implement this solution, I would advise using an expert.

When using this solution you have to expect you will need to continuously optimize it to get the most out of it.

I rate ServiceNow an eight out of ten.

Just really for me, it's all about the business case. What's a success story to tell? What are you able to do now that you couldn't do before? Some of the things that I would showcase are the wild set that we used to be in as far as requests goes and now we have the catalog and we're growing that everyday. Also, having a business portal is a huge selling point. Anything where you can spin up a portal as easily as you can with ServiceNow and make IT approachable for a business user is important. Every time they patch, they break the entire catalog. They need to fix that.

From a developer's perspective, understanding the pricing of ServiceNow is crucial. Currently, pricing details are mainly available for account-related matters. However, if developers also have access to this information, it would greatly benefit them.

Overall, I rate the solution a ten out of ten.

I'm not sure which version of the solution we are currently using. We're likely using the latest as this is a big systemic bank. I'm pretty sure that they are continuously updated with the latest version.

I'm a user. I'm a consultant and scrum master, however, I use a lot of these tools also for agile management work.

This solution works if you invest a little bit of time in preparation. That said, that's the same for other vendors, like JIRA. You need to have efficient scrum cycles and organize them well. You should have efficient planning sessions and all the backlog should be already prepared, drafted, refined, organized, and prioritized. 

What is very important from inception, regardless of whether we're speaking about Jira or ServiceNow, is to have a very clear upfront plan of how you want to structure it. What is the kind of dependencies or links you want to create between different levels of access, for example?

I would advise users to prepare in advance the full strategy of configuration before they start doing anything. It is very hard to change later. You will create technical depth and will call out what you're not going to use. To roll them back once you've started is hard. It is worth it to take time, in the beginning, to try to forecast as much as possible. 

Overall, I'd rate the solution at an eight out of ten.

We are customers and end-users of the solution.

I'd recommend this solution to other organizations.

I'd rate the solution at a seven out of ten.

One piece of advice I would give you from my perspective is that if you're going to deploy it, make sure you put the appropriate amount of effort into training the end users. I think there is some complexity learning how to navigate it and I think for a lot of people having a document to follow is challenging sometimes. Make sure you put the appropriate amount of emphasis on training. I've been in IT for about 26 years, I've seen a lot of this stuff grow up in pieces.

It's filling a niche I think a lot of people have really, really wanted which is bringing a lot of this information into one central location. The various areas of IT can no longer operate in a vacuum, it has to operate as one large cohesive IT department that aligns with the business. I think a tool like this helps bring a lot of that stuff into one place.

For us, ServiceNow was really good for keeping everything under control. Everything was documented, logged, and on point. The setup of creating things was quite straightforward.

The use and misuse of the CMDB is something important. Since CMDB should be the heart of everything you have, transforming the CMDB into a repository of information is good enough. If you don't use the full management tool, you can have problems. In three months, you will have to review the CMBD again, or you will have to update it once again in six months.

It differs from organization to organization. It will be taken care of in organizations that have clear processes in place. It's not about the tool but about the maturity of the organization using it.

We used to have lots of integrations with our systems to create tickets automatically. We also had some security related event management activities. When we requested to change something in ServiceNow, it was done rapidly in a couple of days.

Have some consultants that have worked with ServiceNow before, help you with the process. You should try to implement ITIL in your organization. If ITIL is not understood by the organization, then you cannot have expectations that they will follow the way of working as they should.

The solution's automation is quite straightforward. You just need to know what you want to automate. There are several ways to integrate stuff and several ways to have some triggers.

Overall, I rate the solution ten out of ten.

Overall, I rate ServiceNow an eight out of ten.

Overall, I would rate it ten out of ten.

I am satisfied with the solution. I would rate it nine out of ten.

While I have used ServiceNow for some time, I'm not an expert. I was sort of admin in a previous company where I worked, however, now I'm only, more or less, a user of ServiceNow. I'm a consultant. 

I'd rate the solution at an eight out of ten, based on my overall experience. 

It's important to understand all the components of the solution. After that, with the base knowledge, it's easy to implement. It also helps to have some knowledge about processes based on the ITIL and ISO 20000. It's most important to become familiar with that to implement the solution.

I rate the solution nine out of 10. 

ServiceNow is a very powerful tool and with power comes complexity. It's divided up well, and I have experience updating tickets in it. In my opinion, it can do a lot, although some people think that it should do a lot more.

I'm not convinced that it should be the source of truth for everything. Some people promote it as the source of truth, but in networking automation, there are multiple sources of truth. For example, Active Directory is your user source of truth. IPM is your IP source of truth. The ticketing system has access to a lot of things, but does it need to be, and should it be the source of truth for something? I don't think so.

I think that it should pull from other places and be a collection of sources of truth. It's not the source of truth for users, it uses users. It's not the source of truth for devices, as devices are managed elsewhere. However, some people try to force it to you be that source of truth. I think that following such advice can lead to trouble.

Again, it's a very complex system and you can make it do whatever you want. It's just a matter of getting it to react the way you want it to.

I would rate this solution a five out of ten.

Don't look at ServiceNow as what it can do for whatever department you're in, but try to get some buy in higher up in the organization because the more foundation and different groups you can get into ServiceNow at the beginning, the easier it is for the adoption. It really can become something for the entire organization. Getting that buy in from the beginning helps it grow a little faster.

If you've got 5 different groups that will be in it from the beginning, then some of the choices you're going to make are going to be a little bit different and they're going to be a little more future planned than, "I just need this for me". So, it's probably the biggest advice I can give is try to plan for the future.

I've seen other products. I've seen some of the stuff that they can do. Really haven't seen one that can, at least in my mind, replace our ServiceNow for everything that we've put into it, everything that we've done. It would be a very hard thing to do.

Come to a user group meeting and we'd love to connect, meet and show you what we've done and talk about where you're at and give you some feedback and advice about what worked, what didn't work, what we thought might work better.

First, I'd tell you to do it. I've been on four or five separate ITSM systems and ServiceNow has been the best. I've used Remedy, Vantive, and Autotask, and none of them come close to the ease of use and development that ServiceNow has.

I would tell you to step away sort of like as an architecture, because you can do a lot of things on servers now that wind up being dirty data or just technical death. Just be very true, with whatever you're doing, think about it, write it down, then implement it, that sort of thing.

I love it, I love the platform. In fact, I view my job as sort of not trying to put people out of the job. We need to consolidate, we have thousands of tools all over the place, we need to consolidate all those things and I'm very strong at let's consolidate it in ServiceNow, and get rid of all of the sort of money that we are throwing at things.

Overall, I would rate the solution an eight out of ten. 

Learn anything you need to know direclty from ServiceNow. It's a good product. I can't really knock it. Go ahead and give it a try. As long as it fits your environment, I think it's a fine product.

I would rate ServiceNow at seven out of ten. I would like to see a little more automation. It may just be the type of license we have which doesn't give us full automation, but that would be one of the things that I would like in ServiceNow. That would make things easier for both the techs and the end users. In addition, I would like to see a better workflow setup within ServiceNow.

It is a great tool. Most companies in my industry use ServiceNow.

I would rate ServiceNow an eight out of ten.

My advice would be to evaluate the license more — seriously look into their licensing options. The way that ServiceNow licenses the product, there is no concurrent user model so you have to pay for each user, and each type of user, that uses the tool. It can be very expensive depending on how you use it. Sometimes you cannot implement other modules because they don't have a budget for that. So make sure you correctly look over the different types of licenses to make sure you understand what to expect.

ServiceNow should review and make the solution more flexible for clients who have more users, or users that are not concurring, to know how to share licenses. To have options depending on how the client wants to use them so that everyone can benefit from it — that would be my advice. 

Overall, on a scale from one to ten, I would give ServiceNow a rating of eight.

Back in 2011, BMC Remedy was at a peak and people were focusing on it. But starting in 2014 and 2015, ServiceNow came on and its competitors were watching. It went from about ten to 20 percent of the market to almost 40 percent of the market.

I would rate ServiceNow at nine out of ten. It is all about improvement, about getting things from your legacy system to the latest one.

I would say that it's just very straightforward. You want your users to have a good experience. With ease of use, I'd say it's perfect.

My advice to others is to make sure they understanding what they are going to use ServiceNow for which is important. There are a lot of cheaper solutions that can do many tasks, such as tracking and work management, that might satisfy their needs better. With this solution, as your company scales up, you are going to need more people to support it. It is a very popular platform and requires a lot of configuration and development to make it useful to an organization. 

Everybody wants to customize the solution to make it fit their business model, which is what it is meant for. Even though they have no-code development tools within the platform, having well-skilled developers in your organization will help you move along smoothly. 

Having a team that can support the solution is important for success. Unless you have it outsourced, However, you will still have the governance aspect of it to oversee what the roadmap is.

I rate ServiceNow a nine out of ten.

I would recommend this solution. However, we did not have an easy time customizing the tool to do what we wanted it to. I would suggest if it meets 80% of your needs I would adopt the tool, but if not, I think building a custom tool itself would be the way to go at that point.

I did not give the solution a nine because that is too good. I do not think they are at that level. They are the industry leaders, for the automation of workflows. But there is definitely more that could be done. 

I did not rate the solution a ten because nothing is perfect.

I rate ServiceNow an eight out of ten.

First question I would ask is, "What are you waiting for? You've described to me all your problems that you're having. You're decentralized. You're disparate. You have all these things that are hanging out there. You don't have a way to communicate essentially through people. Come on board."

I took the governance class. It was a day and a half, and I sat at a table with people that had the same problems. We had a new implementation in the two months prior. We have someone that's on a competitor's application, and they've already made the decision to come in ServiceNow, but it took the management team to say, "Hey, we need to do this. We got to get better at what we're doing." Really, it's all practical in the sense of filling the need, and it's making it simple not only for the end-user, but if you saw the key note today, the backend where the developers and the systems. It's going to be really helpful for everyone.

It's right from our own internal processes, and matching staffing needs, and meeting the customers' needs, and then also ServiceNow coming in where cost has to be helpful to us. We know the platform is there.

I would tell you that for me and for what our business uses, I highly recommend it, but that you should look at their business case and see if you need a product as fully-featured as ServiceNow is because it comes at a cost. Depending on what your needs are, it's possible to look at other products. There are a lot of similar products out there. ServiceNow is probably not the cheapest but if you have a specific set of needs particularly the ease of building applications, request forms, stuff I mentioned earlier, I think it's the best product on the market.

So far the people we've been working with are great. The system is available all the time, and we have high hopes for the single system of record concept where everything is linked together. We love the user experience concept that we're starting to roll out. That's a huge piece for us as our big disconnect from our business slash end users in IT, the way they communicate, throw things over the fence. We see this as a great opportunity to kind of bridge that gap and kind of bring both players together.

One of the reasons we're moving over financial management in addition to system of record is we use VMWare and we're shutting down for very specifically to that container or that tool. I think we're paying VMware three, four, or five times what we're paying with ServiceNow so, we have a huge desire to get off that in short order plus we're already seeing more features in ServiceNow for value add then what we had in VMWare.

Make sure you have your processes well defined before you go to implement a tool because that's where you're going to get your real payoff. It's going to really help you improve things if you have all that well documented, well understood before you have it implemented. I think that's the biggest thing.

I think that they could do a lot better on thr interface. Especially for the back end because we can build all kinds of- there's all kinds of companies out there that create all these things. At some point you would think that they want to improve these certain aspects of it that- like knowledge management.

I would rate ServiceNow a seven out of ten.

I'm just a customer and an end-user.

I go in and approve service tickets, however, I am not a hardcore user of that platform. My team sends me a request, I open it up and I review the ticket and I approve it, and then it moves on. I don't follow the workflow or anything like that.

Our team uses the most recent version of the solution.

I would advise potential new users to make sure that in that user community, end-users are involved in the implementation from beginning to end and make sure that the end-users fully understand the features and capabilities of the tool before it is implemented across an organization. Their involvement is key to a successful implementation and very important.

I'd rate the solution at an eight out of ten.

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.

I'm a customer and end-user. 

We are using the FAAS version of the solution currently.

I would advised those companies considering the solution to take advantage of what the programs do rather rather than try to lift and shift.

I'd rate the solution at a nine out of ten overall.

I would recommend that they have a meeting with their salesperson and go through the demo that they offer. I also recommend that they have their administrators or the people that are going to use it, sign up for the ServiceNow training that they offer. 

Those are the two things that I definitely recommend before they use it. Other than that, it's really integrated.

I still have my ServiceNow login where I can go to a test site and test things out before we put them into real production.

I would rate ServiceNow an eight out of ten.

I would recommend this solution, it's really an excellent tool in comparison to the current market tools like SCP and a lot of other tools out there. I can rank it as number one. The price is the only factor which is an issue. Because of Covid, companies are thinking about  how to reduce licensing costs. I've made a comparison between ServiceNow and other tools, and I'm not satisfied with the others. But licensing costs are so high that we sometimes have to go for other products for our customers. 

I would rate this solution a nine out of 10. If they would lover the price, I'd rate it a 10 out of 10. 

I assume that we are using the most up to date version of the solution. 

I would recommend the solution.

On a scale from one to ten, overall, I would rate it at an eight.

If you're really wanting to understand the time and the effort and the amount of work that flows through your organization, utilizing ServiceNow can help you really build that infrastructure out by tracking incidents and then taking incidents to problems and making sure you have a changed infrastructure, really understand how much downtime you could have with an environment. You can understand how much time the service desk is spending per call, how long your engineers are taking to really resolve a larger issue or deploy an upgrade. From building those processes and then having metrics and KPIs and dashboards, your executive management can really see how much time and effort and if you need more resources within your environment. I was able to show that I needed more staffing just from using reports out of ServiceNow and I was able to show how much of incident climbed within our environment and the gap between two years before and how large we had grown, just an incident processing. Showing how much downtime within our infrastructure had occurred and were we meeting downtime, requirements from our SLAs and organizational requirements.

I think I've been using it for nine years. I think it has changed considerably over the nine years and has gotten much, much better. You can't give something a 10 because there's always room for improvement.

You need to look at what tool you're currently using, what gaps you have, and what pain areas could easily be fixed by the flexibility of ServiceNow. Based on that I would say, OK, why go with ServiceNow and not continue with the one that you're using.

If you have an existing Remedy installation I'd say, "Run, run away from it. Run to ServiceNow." To me that's a no-brainer. If you have nothing I would ask to get a demo to understand what ServiceNow will do for you. You need to really get into the whole ITLL realm and get some training. The thing would be is to realize what it can do for your company. What we've really done is realized what going in that direction can actually do for our company. Therefore, this is a far superior tool to implement that.

Again, it's a tool, it's not going to help you if you don't have that great understanding of processes. The first step would be is get some kind of a basic demo. Understand ITIL and really look at it and see how can help you guys.

Make sure you flesh out what you're doing. Honestly, I see all the pitfalls are the ones where you'll have a misunderstanding, or make a bad choice in configuration. If you believe that the offering is going to work for you, then you need to make sure you reach out to people who are going through similar situations, or rather it's three years in advance in your same situation. Find another partner company that has already gone through the preliminary, but not too far in the future because then you just look and say, "Wow. They completed so much. How are we ever going to get there?" A year or two, maybe three, and talk with them, figure out what their pitfalls were, a similar type company hopefully.

For now, I rate this solution five out of 10. 

Those wanting to automate all of your internal functional departments under one system platform I would advise before implementing this solution to train and educate your teams on the use of these types of solutions first. This will allow for an easier transition.

I rate ServiceNow an eight out of ten.

You can get the most out of ServiceNow if you align your processes more towards the out-of-the-box solution, and not over-customize it to create a solution.

We have 3,000 users hosted on it but not everyone has write-access to the system. There are users who are end users who get Portal access to manage their tasks. Apart from that, there are a few fulfillers who are using the write-access: the support staff, such as the change manager or change coordinator. And then we have admins.

In terms of extent of use, currently, we have more than one instance of ServiceNow. We have three different instances for three different areas, and they have their own sets of uses.

Maintenance is mostly outsourced to a vendor who provides elemental and entry support. We are keeping more of the architectural and solution-designing work in-house.

I would rate ServiceNow at eight out of ten. It could be a ten if we had a more central way of connecting ServiceNow with different systems. They have taken initiative with the IntegrationHub and I'm really looking forward to that. Also, virtual assistance is something that has started, but we have so many requirements regarding intelligent agents being integrated with it. I'm looking forward to that. If ServiceNow rolled those solutions into it, it would enhance our end-user experience and I could probably rate it a ten.

The configuration is very simple. I would definitely recommend it from a maintenance perspective and from a scalability perspective. It is a really good tool. You can replace your existing Remedy or HPSM with ServiceNow.

Regarding how extensively the solution is being used, it's no longer just an ITSM product. It's a platform, as such. Customers have started moving all their custom applications - in addition to ITSM, their non-ITSM - to the product. They've started building everything on ServiceNow. Slowly, customers are liking the tool and they are very happy to move everything onto ServiceNow.

I rate ServiceNow at eight out of ten. For the two missing points, as I mentioned, there are some new modules which need a lot of improvement. The HR Service Management is not very straightforward right now, in terms of the security rules. We have to spend a lot of time implementing the HR module. It is not really simple the way it is with the ITSM modules.

I'd definitely recommend that you take a look and figure out what their needs are really. What are their goals, why are they looking at ServiceNow in the first place, and just go in there and take a look and get a demo or something and just jump in and give it a look.

It's pretty great, especially being at Knowledge 16 where I saw all the different possibilities and all the different things you can do. I'm really excited to take that knowledge and get back to do more cool stuff with it. I'd say coming in I maybe would've said 7/10, but coming out of the event I'd say it's definitely a great product.

Go for it, but start in a small area, and don't bite off more than you can chew, because it does take time to develop this stuff. It's not as easy as everybody thinks, so I wouldn't make too many promises that you're going to get stuff out there quick.

As systems integrators, we deploy the solution both on-premises and on the cloud, although it is mostly cloud-based. While we handle both on-premises and SaaS deployment, I am only addressing the aspects involving the latter. 

Globally, we manage in excess of 250 customers. We have a shared services model which serves more than one hundred customers. 

I do not feel it would be beneficial to explore other options beyond ServiceNow. 

I rate ServiceNow as an eight out of ten. 

I'm not sure if we're using an on-premises or cloud deployment. 

I'm not sure which version of the solution we're using. 

At this point, I'm not sure if I would recommend the solution at I don't have enough personal experience with it.

I'd rate the solution at a six out of ten. 

I would advise having a close relationship with the people who are implementing it and staying on top of it. You should meet every day to address any problems that are encountered. 

I would rate ServiceNow an eight out of ten.

The major thing is to stay close to out of the box and limit those customizations. This would be the bit that I would share with others.

I would rate ServiceNow a seven out of ten.

This solution is fine, and I would certainly tell others to give it a look.

I don't know if there are more features available. It needs a more intuitive interface. They need to make it easier to understand what's required and probably make it a little nicer looking because it looks industrial.

I would rate it a seven out of ten.

At this point in time, it's interesting because a lot of what I'm seeing, there's a lot of momentum right now towards ServiceNow. It's one of those things amongst everyone, not just in the industry; a lot, all over the place. It's in a major growth mode. I'm not entirely sure they're going to see too many of the other products being able to keep up. It's one of those things; if you're looking at future-proofing yourself, and there's a lot of this, there are a lot of strategies for going with a cloud partner. I realize there are some cloud competitors who have started up out there with ServiceNow. I've heard them infrequently, but it's kind of like, "Do you want to go with the company that's got the most resources and the most money to put toward development of their product, or in something where everybody's focusing on?" You've got a large third-party contingent supporting the product and things of that nature, and more and more development going toward it all the time. Or, "Do you want to go with something where you're not going to get the benefit of that same thing?" I think right now it would be hard to go with anybody else.

ServiceNow is a very good platform, but do not build up things too fast. That's what I'd say, because the problem is recognized from our companies and they say, "It's easy to throw things out into the business." But if you have a role model or such then you have so much effort to implement or rebuild those things during these things are in operational mode. I would say yeah, do it, but not too fast.

I rate ServiceNow an eight out of ten. It is a powerful platform and provides essential functionality for different workflows. It is easy to maintain as well.

This is a product that I recommend.

I would rate this solution a nine out of ten.

Stay within the standard. This is the same advice as with SAP: try to stay in the standard and avoid customizing too heavily. I don't mean to say anything about additional development, but instead I would caution against trying to change the standard itself. And keep things simple. In large companies, this is not always emphasized as they tend to think complicated.

I would rate ServiceNow an eight out of ten.

My advice to others is to be prepared to spend money.

While this product works, I feel that the UI is terrible, it's horrendous.

I would rate ServiceNow a four out of ten.

The solution is cloud-based. We make use of an SaaS version. 

Of the many hundreds in our organization who are using the solution, 115 are using ServiceNow practice.  

I rate ServiceNow as an eight out of ten. 

If you plan on using Discovery, double whatever hours/manpower/money you had planned that it would cost. Do not let sales convince you that any part of the system "just works." You will ultimately end up modifying absolutely everything. Definitely look at using a reputable partner for implementation, unless you have a dedicated knowledgeable staff of ServiceNow users who have done it before (and not who just went through training).

We have 60 users for ITIL. We have provided limited access to our development and external management users.

For maintenance, we have two full-time employees. One is a dedicated ServiceNow developer tasked with customization and managing version upgrades. The other maintains the CMDB and Discovery process. I could see adding one more of each.

Deployment was an entire team effort, with different teams championing different modules of the application. At any given time, there were ten to 15 internal employees working on implementation with the assistance of five partner resources.

ServiceNow manages and maintains our ITOM/ITIL daily operations. It is a core piece of our environment that will only continue to grow. We have thought about removing the ITOM piece as we have not been able to implement or leverage it as we had initially planned, but we are still working on understanding what other tools we would need to replace the features and functionality. The primary limit we have on increasing usage across our company is the cost to license ITIL users.

My advice would be not to try to implement it by yourself. You could spend a lot of time without any considerable outcome.

We have ten clients right now and some of them have 1,000 users, all together. They have 20 to 50 engineers.

Deployment and maintenance on the client's size and their requirements: how quickly they want the implementation done, and on how many people create tickets, etc. The basic team is five to seven people who implement Service Now. For support of the solution, it's a maximum of three to five people.

I would rate ServiceNow at about nine out of ten. One of the things to be improved is their transparency in working with partners. Being a partner of ServiceNow, sometimes it's not clear how we should check for new updates; for example, this Scaled Agile Framework, etc. Working with HPE was more transparent for me. I had good communication points to address questions, not on the support level but on a higher level, to get answers to questions quite quickly and informatively.

We are a large integrator with more than 20,000 IT engineers. We work with many vendors including HPE, Micro Focus, Oracle, and some dozen other vendors.

It is very good having this tool. Getting it going went much faster than I expected. We did the setup and had it in production in six months.

The biggest problem for me was our internal process and not Service Now. For example, convincing people to go to a cloud solution, and getting engagement with the solution from information security, were challenges. If you don't have engagement from information security, the project is going to take longer than you expect. The big change for the company, with this solution, is that you're not going to host your data internally, on-prem. You are going to put all your data in a cloud solution. When we spoke about the solution here, within our company, some people said, "Wow! Are you crazy? You are going to put customer information in a cloud that you don't know?" So there are a lot of questions. ServiceNow has all the answers, but if you don't have engagement from information security, it will take you longer.

We have a lot of things we can improve internally, regarding information security, but because we are just starting out, we need our process to mature. I believe ServiceNow can help that a lot. All the features can support us in the future if we expand the tool. We have new models to improve on the automation of our processes in our data center.

My only concern is that when we started to talk with ServiceNow, we received very good attention from them but, after we signed the contract, I didn't know who, in ServiceNow, was taking care of my account. The person sent me an email but he had never been here to ask, "What do you need? How is it going? How is your project?" We didn't get any attention from ServiceNow. We had very good negotiations in the beginning, they were very attentive. But after we signed the contract, they changed my account manager and, today, I really don't know who that guy is.

I would very much like to have him here to discuss the roadmap of the solution or to see what else I can buy. I would like to negotiate some issues that we have, like password resets. I would talk with ServiceNow but, if they are not going to be close to me, I'm not going to spend time running after them to talk with them. I talk with the suppliers and they are helping me, instead of ServiceNow.

I rate ServiceNow at eight out of ten. Why eight and not ten? The relationship with ServiceNow is important for me. I would like to have more engagement from them, to have them here, at my company, so we can talk more strategically. But compared to the other vendors, it gets an eight because it's a cloud solution and I don't have any issues with technical parts or its performance. The tool is very reliable.

Go ahead and get it. You'll have a cleaner insight into your organization, and how it's really working. You're going to do a little fighting with your groups if they're not already doing careful time tracking. ServiceNow is based at the task level. They assume that they are going to give you a task. That task has some time collateral associated with it. That tells you how long you're spending on certain things.

You have better insight into those tasks, better insight into how that time is being deployed. If your organization isn't already doing that, you're going to have a little bit of a culture shift. If that's where you want to go, if you want to transfer your business from "Trust us, we'll just get it done," to "I can actually demonstrate how we're doing it." ServiceNow is the right product for you.

I would say Fuji is about a 7, and what I was playing with the other day in the labs is probably about an 8 or a 9. It's a great product. I like where they're road mapping it. They have a very clear plan, and where they're going next. That's pretty exciting. We'll keep the product in-house for a couple of years.

ServiceNow was designed entirely on the cloud from scratch and its competitors like HP and BMC are trying to catch up to it now. It has a beautiful interface and a single system of record. 

If you are just starting to use it now, take baby steps first. Then, when you understand how it can fit into and benefit your business, implement bigger changes. 

We are not a partner or reseller. I'm a consultant. Before that, I have implemented the products. I've migrated a lot of products, a lot of systems. That's how I have an association with monitoring tools and service test tools.

I differently would recommend the solution if a company is a huge enterprise. For example, if you are maybe looking at more than some 10,000 or 20,000 devices. There should be a minimum of 10,000 devices or 15,000 devices. I would recommend ServiceNow for those setups. For data centers and other things, definitely I would recommend ServiceNow. I would not recommend SolarWinds or ManageEngine for these types of setups. I don't see that much capacity in them. 

I'd rate the solution at an eight out of ten.

My advice would be to engage with an implementation partner that has good experience and definitely not to underestimate the organizational-change activities, like training and communication, that are required. ServiceNow shouldn't be treated as purely a technology solution. People, processes, communication, and training need to be factored in when implementing.

We've implemented ServiceNow in government organizations with up to 9,000 people, in a couple of scenarios, using it for either IT service management or HR service management, predominantly. The roles of the users varied within the government.

In terms of how extensively ServiceNow is used, every client we work with has a roadmap of additional functionality that they would like to use in ServiceNow. To generalize, there are different extents of use but each definitely has a roadmap of continuous improvement and use of more features or modules of the product.

I would rate ServiceNow a nine out of ten. Some of the points that I touched on above would make it a perfect ten: more visible and consistent licensing around the cost of licensing; better ability to innovate on the platform without incurring licensing that isn't representative of the innovation that's being created.

The time for go live is really short. You can get it up and running in a fast time compared to other solutions. That's definitely a plus.

I think you should have your processes sorted out before you start implementing, or at least make decisions. You can always improve your process afterward. But it's good, then you have a starting motion. Otherwise, it's hard. If you're not sure about your processes, then you either stick to the standard processes, or otherwise it's hard to start implementation.

I would recommend it and I love this tool. Anything that I think of, the tool can do. The one thing that we were looking for was HR and procurement management. They were looking for the document management and red lines. You can do the documents attached to it, but they cannot do the document itself, like a template or something I believe they are doing the that in Helsinki.

I'm a big proponent of ServiceNow. While I think it's a great system, it's not a silver bullet. I don't think there is a silver bullet system out there for IT, or for an enterprise. I would say ServiceNow is as close, in the variety of systems that I've come across, it's as close as a system has come to meeting not only an IT need, but an organizational need. That's initially where we started. We started it at with an IT need. I would say in order for it to be successful, you have to have buy-in from the top. If your administration is buying in with it, and can show their level of support for that change, that system, it makes it go a lot easier. We had a mixture of support. Some things went well. Others, we didn't have the support, and so it was an uphill battle.

It is important to adopt the designed process for the platform rather than customizing or slowing down the platform to fit existing processes. That enables the utilization of the features effectively, including the ability to rate and provide feedback on the sweepstakes. Failure to adopt the designed process may result in difficulties with future upgrades and enhancements. Overall, I would rate it eight out of ten.

This is a product that I absolutely recommend. My advice is to use as much of the out-of-the-box functionality as possible.

I would rate this solution an eight out of ten.

First, decide what your processes need to be. Determine what your environment needs, what's important, what your priorities are, what your process methodology is, and find a platform to fit that. If you are trying to find a platform and you don't go through that exercise first, you're just tying yourself up in knots. If you choose the platform first, then you are going to match your processes to the platform. If you haven't been through a process, an internal system environmental analysis, to see how things work and what you need, you'll never be happy and you'll wind up changing platforms every couple of years or every time your CIO changes.

When selecting a vendor the most important criteria for us are that they

• are cloud-based
• have ongoing development
• provide API capability so we can integrate whatever we need.

There has to be the ability to write APIs as you need them, so you can hook in whatever you need to connect to it.

I would rate ServiceNow at eight out of 10. They're good but they can get better. From what we've seen, they are making improvements, they listen to feedback. They're not sitting still, they continuing to evolve, continuing to develop, add features, add capacity.

Granted there's pros and cons in being everything that it wants to be. In our experience, we have Case, we have SCCM: sure, you're generating a report in SECM, and then you're generating another report in Case, there's a slight chance that the result will be different. If you have one thing, one software that's doing everything for you, the reports and the results will be consistent. I see that it's not done yet, it's not complete yet, but in the long run I also see it coming up with a bunch of problems.

I would highly recommend it. I would say first thing you need to do is sit down and figure out how you're going to start with it and then, where do you want to expand from. Obviously, you don't want every module to start with. Start off with what's your biggest need or what's the easiest to implement and then go from there.

It would help to know more about a specific situation to give advice, but it is nice that there's a decent sized ServiceNow community and Wiki that you can find what you need. If you see a demo or see some of what ServiceNow can do, it's certainly worth looking into. However, to give more specific advice, I'd need to know more.

I think there's some things about that that ServiceNow could have implemented better, but the software in general is good and solid.

I'm dealing with the new version of ServiceNow: San Diego, and I'm also dealing with its previous version: Rome.

I find ServiceNow a solid platform, and I can't think of any area for improvement. If anything, the San Diego version is even better than the Rome version, and Rome has been solid, so I wouldn't change anything about ServiceNow.

The maintenance of the platform is automatic, but for maintenance in terms of fixing or reconfiguring things inside ServiceNow, we offer professional services for that. For maintaining one project, we need 10 dedicated maintenance personnel, out of the 21 maintenance personnel we have within our company.

My advice to anyone looking into implementing ServiceNow is "Go for it", especially because the platform does everything. ServiceNow is a system of record. It's really everything, e.g. everything is a record today. A ticket is a record, an asset is a record, a bill or an invoice is a record. Everything is a record in a giant database.

The platform is also cloud-based, so people don't even need to think about investing on hardware to host the platform. The platform is hosted on cloud, so it's available 24x7, on any device that has an internet connection, e.g. laptops, computers, mobile phones, etc.

If people need to try ServiceNow, they can enter the developer mode in servicenow.com, and just grab a free developer instance for a couple of weeks and give it a try at no cost. ServiceNow is a no-brainer.

I cannot think of anything that needs to be improved in the platform, because if there is something that ServiceNow does not do out of the box, it offers a way or a means for you to build it from scratch in the application builder. Even if the platform would not offer something commercially available to be deployed with no hassle, e.g. without the need for building it by yourself, or programming it by yourself, or hiring someone to do it for you, it has the means to create it almost codeless. It already has sufficient customizations. It has data import and export, including data backup features. I cannot think of anything that ServiceNow cannot do at the moment.

I'm rating ServiceNow nine out of ten, only because I never give a ten to anything.

I would recommend this solution because I make good use of it. I would rate it an eight out of 10.

ServiceNow is close to perfect, it delivers exactly what is needed in terms of keeping track of information in our records. I would give it a score of eight out of ten.

The most important thing to have in place is the face of the configuration data.

Most important criteria when selecting a vendor:

• Scalability
• The development model: How are updates made and promoted to production.
• Ability to embed user help information directly to the interface.
  

I would definitely advise you to transition into ServiceNow because I've seen comparisons with the BMC Projects which is a lot more expensive. I haven't seen any functionality that I would really like except maybe for some Performance Analytics functionality that is more user friendly than what I saw.

I think getting your support team involved early on so that they understand how the process is going to change from whatever they're currently using is a big key. We had some growing pains initially going from one system to the other, but getting the support team involved early on in the process would be very beneficial to anyone that's moving forward with ServiceNow.

I would recommend it. I would recommend not doing a lot of client scripts. Not doing a lot of customization. Stick with the out of the box, it's easier to upgrade, easier to implement. The people who are behind the scenes like I am need to go and find things in the Wiki. It's much easier to find, to fix that type of thing.

I've really enjoyed working with it, and I guess it's just the way we have things set up. It's a little frustrating not being able to find things, all the stuff I have to go through to get things fixed.

Try to do as much as you can out of the box. Use as much out of box parts of it as you can. Development does come in handy, makes it scalable, and makes it more usable, but use as much out of the box as you can. That's the best advice I can give you.

The best thing is that when you patch and something's working one day, you patch and it's not working the next after you've tested and tested and tested and it's not working. Also, there's the fact that there are things that are changed that people are not notified about.

I would rate it a seven out of 10.

I'm using the latest version of ServiceNow.

I was not involved in the initial setup of ServiceNow, whether in my previous or in my current company. I do not know much about it, but how easy or complex the setup is will depend on the company. If it is a large-scale company, the initial setup would be complex and it'll take a lot of time.

Even if it's deployed on cloud, it would still require maintenance. We just purchase the licenses and initially during deployment and training, they'll help. After that, it depends on the company to manage and maintain the solution. If we get into any issues, we'll definitely need to reach out to them.

We are 1,000 people in IT, so we have 1,000 IT users of ServiceNow. As for end users, we have between 30 to 40,000 employees in the company, and at least 30,000 employees will submit a request or incident using ServiceNow. We're using this tool on a daily basis.

I don't think there is any additional costs, as support is covered in the standard fees, but I could be wrong, as I was not involved in the initial setup or financial discussion, so I wouldn't know much about it.

My advice to others looking into using ServiceNow is that they can do their research and ensure that this platform is the one they're looking for. If after reading all the information and comparing different ITSM options available, they find that ServiceNow suits their business, then they can go for it. They should not go for it blindly, because there could be many others which are better than this solution. They should research well before they make their decision.

My score for ServiceNow is a seven out of ten.

Some of the customers are interested in Acquire when they think of ServiceNow.

My advice to others looking into implementing ServiceNow is for them to really know what the objective of the implementation is: what they're trying to fix and what problem they're trying to solve. They have to be very conscious of these things because if they are not, the solution may not be a good fit. It's going to be too big of a problem to solve. They need to have a high level of maturity to get everything they need from a platform like ServiceNow.

I'm rating this solution a nine out of ten.

We use both cloud and on-premises deployments. 

I'd rate the solution at a ten out of ten. They're doing what you need to do. They provide a roadmap, which is good.

You need to find a tool that suits your needs. For example, the ServiceNow tool has certain advantages but at this point, one of the major things I'm looking for is tracking an escalation based on acknowledging the resolution. Meaning, I'm looking for something which is different compared to ServiceNow. It probably depends on your needs but for certain use cases, it does work very well, and maybe you need to do a deep dive or evaluate it before you buy anything.

On a scale of one to ten I would rate ServiceNow a seven.

It is a very robust tool. We use it for all back office teams in the firm, resulting in a common interface and intake process across HR, IT, Marketing, and Finance.

I would have them analyze their business and see if they had the drive to move to a system like ServiceNow. ServiceNow was a huge jump for us because it was seeing the world differently, and some universities, particularly smaller ones, don't have the willpower to make that jump, and so what I would tell them is, "There is a lot of potential here, and if you're ready for it, grab it with both hands, and just do it, but if you're not, back off." I mean, they have the ServiceNow Express that's sort of a light way to get into the system, but I think my advice would be, to do your due diligence. Make sure that your organization is invested, and it's not just a couple of people who want to buy a new package, and when you're ready, go for it. There's a huge community that can back you up, and there's a lot of support that you can get, but if you're not, then don't waste your time and everybody else's moving to a system that you might not be ready for.

It all goes back to potential that it is a platform. It is not just, "Here are your round pegs, and here's our square hole. Do the best you can." It's really, it's got the potential to do a lot of good. There are some things that I have issues with because I don't think higher education is a demographic that ServiceNow is really comfortable with yet, and so there are problems there that they don't realize, like the student thing.

I think once they get the higher ed stuff more up to speed, and they've got SIGs now, and they've got panels, and that sort of thing, so I think they're getting there, but for right now, it's not really a demographic they focused on, and so I'd like for them to pay more attention to that.

I recommend the product and I think there's potential for it. For the features that we have now, it's been day and night difference from what we've had.

I would ask about the use case. What are you trying to solve? What are you trying to do? Then I would advise based on their feedback provided and their budget. Some budgets are very small and I don't know if they would work with this solution.

I would absolutely recommend it. We're a little bit of a unique case in a lot of ways because we were on ServiceNow a couple years ago and we actually moved away from it, because we're running Salesforce for the rest of our university for case management. There was a mandate that we wanted everything to be in Salesforce, so we actually moved away from ServiceNow to Remedyforce. It was a disaster and about a year later we moved back to ServiceNow. I think it's an interesting demonstration of the fact that it's such a good product that even after we moved away from it we came back.

A lot of pain and tears went into that migration. We didn't really want to do another migration eight months later, but it was so worth it to do it. It's absolutely worth the investment of time and effort to do it.

Play with it. Get a demo instance. Play with it. Come up with your use cases and see if it can fulfill all of those needs. Find out where they gaps are and what training you need to be able to use it. The other one talk to everybody else. Find other customers. The biggest thing we've found is other people that have used it, and just bouncing ideas off of them and asking them questions.

I've used Heat, Remedy, all those systems in the past. The way ServiceNow is going with the platform and staying on top of things, and the fact that it is so scalable for your business needs is an advantage. Whether it's the out of the box ITSM or a custom application. We also do the HR Case Management. That's actually been a breeze, our HR Team is a heck of a lot happier than what they previously had.

My advice would be if you're looking, trying to bill, or looking to go with a single niche app and you just want to spend it off and go with it, then by all means, pick whatever app you're looking at. If you're looking for something that you can bring into your organization to be more than just a single purpose, if you are looking to truly transform your organization with the tools that you're using, ServiceNow is the go-to.

First of all, I think you have to really think if ServiceNow is a fit for them. As long as they can define what they're doing and somehow link it to service, because ultimately it's a service. In fact, doing any kind of service then this is the platform to go with because this is a platform that can fit into your business processes rather than trying to change your business processes just to use a platform. The benefit comes from the fact that, are you trying to provide a service and is that service very specific to your organization and does your organization work in a specific way. If it does then this is the platform to go with because now you can tune the platform for your business rather than trying to change your business to somehow use the platform you know. So I would suggest that.

You should go play with it and learn how it works. You can get free personal developer/demo instance spun up at developer.service-now.com.

When it comes to the time to get your requirements ready you will be miles ahead and save money rather than blindly coming up with requirements, having a solution implemented, and then finding out you want to change 10% - 30% of what you originally thought you wanted.

Out-of-box end-user portal (this is highly customizable, and I’ve seen some pretty slick interfaces):

Fulfiller home screen:

Some of the base applications and list view of records:

Just an example of a custom application, I commission a fantasy
football league, and I built myself an application that utilizes web services
to pull in external data to help me manage my league as well as provide
statistics to help me set my lineup every week:

It's great, but there's always room for improvement. We are pretty good friends with our reps since their office is right down the street and we get invited to hangout with them quite often.

I'm a consultant. We are a managed service provider. As part of the implementation, the client usually does look for a cloud for it.

I'd rate the solution at a nine out of ten. I deducted a mark as sometimes there is a certain level of slowness, however, for the most part, we have been happy with its capabilities. 

I recommend ServiceNow to commercial or private companies. I would rate this product a 10 out of 10.

I rate ServiceNow as a six out of ten. 

Before you move forward with this kind of implementation, you need to make a cultural change in the organization to understand that the way you used to work is no longer a valid way to work and you need to work in an integrated way. If you do not adapt your mindset and make a real adoption of new and integrated methods, I would not recommend moving forward with the implementation of these kinds of solutions because it's totally integrated.

In the next release, I would like to see more Spanish options available. 

I would rate ServiceNow a ten out of ten. I remember when was SAP created, it was the number one of the ERPs. ServiceNow will become the new SAP. The evolution of this solution will be constant, will grow continuously, and will be a product that every company would want to have.

If I was in a small company with 500 users or less, I would use Jira. If I am in a company with 500 or more users then I would use ServiceNow.

For anyone who wants to start using ServiceNow, they need to ensure that they have the funds to finance it. The licenses are not cheap and they need to have a consultant that can help them to customize the functions or the features they need.

I would rate this solution an eight out of ten.

It is the best solution in the market.

Definitely understand a bit about ITIL best practice and what that is. We had a gentleman come in about three months before ServiceNow was brought in. He actually ran a mock help desk scenario with business asking things and with the knowledge base being put in typical back end of the level two support. We played the game several times, reorienting where all the knowledge is, where their work was done, and all of a sudden, I had a bird's eye view of how work should be done. As we were implementing ServiceNow, all the decisions and all the modules we put in place laid out to support that foundation that we'd seen. Whereas our initial approach was let's just put in there blank for like all the systems that we have. We wouldn't have leveraged a lot the best practices and things that we'd seen in the game that would've really helped us out. We would've had to rebuild it after the fact. Really understanding, see where you want to be and then build the tool up from there.

My advice would be to do it, not knowing obviously what their ITIL processes are beforehand. I would say, "Get ready to ride the roller coaster," because, like I said before, you can do almost anything with it, which is also a downfall because when we started we were doing just incident change and problem. Now we're doing incident change, problem, project, self-service portal, CMDB discovery, service mapping, even management. It grows exponentially. You have to try to keep up with all those pieces.

It's genius and there is no risk from the IT manager perspective. The management team of a company isn't at risk either and the future is always promising.

You can be sure that if you invest in ServiceNow the entire company will be happy. Always have a good partner to develop the instance and everything will be fine. For IT management, it's not risky to experiment with ServiceNow.

I would give it a ten. It's the best, from my perspective, especially compared with the IT systems I've worked with before.

I would say go for it, because at my other company we had a system called Track-It but nobody ever used it. It wasn't that good, and I don't know if it was cheap or it they just stopped using it altogether, but ServiceNow is really good.

Some advice that I've heard -  get people hands on with it as early as possible. I find a I go through requirements with a user or with a company that they get, and they'll think that it's solid. As soon as they start playing with ServiceNow they realize "hang on, maybe I can get it to do this, I can change this. "The requirements just completely change.

I think it's excellent in all of the ways that software can be. The only negative that I've got is the one that I said before which is half negative, half positive. That it's being developed so quickly.

Make sure to look into all the configuration costs and the customization. Be aware that it's web-based. You're probably going to have to put holes in your firewalls and need to do a complete security review.

As an end user, I would rate it a seven out of ten. I don't think it's very secure, and it's web-based, and Remedy is really the standard that it's judged against.

If they're coming into it new and they don't have any experience with it, I would say that they need to find a third party that can help get that tool rolling quickly. I would say that we didn't know enough. We went with a company early on, that I had mentioned earlier, that we weren't a hundred percent satisfied with. We switched over to a different company now that we're using, and it's better. It's not perfect. I would say that you need to go and you need to find somebody that can help get you started. If it's not another company that you can look to, third party come in and help out.

Go for it. I actually said that to someone who's nervous about doing it. Get everybody on it, don't do it piecemeal.

One of the gals that did a presentation [at Knowledge 16] said they're using demand and project but still using Microsoft Project. Don't do that, put it all in Servicenow. Even though it may be a little clunky in certain places, it helps to have one tool and everything in one place.

I would recommend it. I think the biggest challenge with all of the functionality that exists in ServiceNow today is to figure out where to start, and having a narrow strategy so that when you do buy it you don't try to do everything at once and get nothing done. A lot of the sessions around here [at Knowledge16] have done a good job in outlining that and driving their experience. I definitely recommend it.

Being more technical myself, would say that having a clear and consistent view of your requirements, what you want to do, and to try to stay out of the box at first as much as possible. This is the third company I've worked for who uses ServiceNow and we always try to over-customize it at first, because everybody has very defined processes. Over-customization of the tool will hamstring you in how you can take advantage of stuff that they release. They always seem to release something that you're wanting to build right after you build it.

It's been a challenge because a lot of people think they know better, and everybody does it their own way. Staying out of the box initially is really helpful. Any tool can be made bad if you put garbage in. That's the biggest issue I've seen.

I recommend it to anyone to do any service management. 

You should look at ServiceNow and at the business processes. If a roadmap was available it would be very easy for you to choose one and implement that first, and as they go along pick up another one.

We have our own development groups so obviously we can customize stuff well, where others probably can't, so I prefer my custom apps, but if I take that away I'd probably give ServiceNow an eight and a half, or nine. I consider my custom apps probably seven and a half. I need to learn also how to integrate some of our custom apps to start working within ServiceNow and those too. That's a short fall in my experience.

It's a great platform but it's so open that you can get bogged down pretty quickly in trying to make all of your customers happy. I would stress try to keep it out of the box, vanilla as possible, and you'd actually be a little bit happier, let the system do what it's supposed to do. I really like it, I really, really do. There's a lot there. We've struggled on some things, but I think overall it's a great platform for our company.

I'd say do it in baby steps. Do incident management first, to make sure that you have a really good team that can support it before you expand it, and having a really clean CMDB.

I would advise you to stay out of the box as much as possible. I know it is very difficult to do that, but if you stay out of the box and go with minimum customization it would be the best, because when you upgrade to the next version, our next release or example, we will encounter issues if you have customized it, and you'll have to fix that. Also as far as testing goes, try to automate it. Because that's right now a challenge for us, a regression test.

As a technical specialist, I can see that the product is really good and has lots of enhancements with each version. It’s a really good (but expensive) product. As it’s very easy to customize, it’s also easy to break it. I would recommend just to have a really good specialist (who knows some of the business as well) and it should be pretty straightforward to succeed.

The product is very good. They are growing a lot, and it seems that for them, it is about what to do first. Everyone wants to talk to them, and they are good, especially in the field of service processes and case management. I like them, but they're difficult to work with because they're very busy.

I would rate this solution an eight out of 10.

I would definitely say that I recommend ServiceNow because I've also worked in the Micro Focus tools in the past for quite some time. When I compare it with ServiceNow it is not even close. I would say recommend ServiceNow as compared to the Micro Focus.

I would recommend looking into all aspects of ticketing tools and I would advise people to use BMC Remedy because of the scalability and the features available. If you are not very technical then I would recommend ServiceNow.

Most of the users of ServiceNow in our company are Level 1 and Level 2 engineers, and some of them are problem managers. We have more than 200 people using the tool.

I would rate ServiceNow at eight out of ten. The two points off are for some features which are not there in Change Management and in the ITSM software. The rating is as high as it is because of its simplicity and ease of use.

I'd tell them to stay out of the box as much as possible. We've had it for quite a while, I think since 2005. Out of the box as much as possible because once you start developing and making stuff your own and then some cool new features come down the line. It makes a lot of work to look at backing out stuff so you can implement the new features from ServiceNow and then maybe eventually putting your stuff back in. Just stay out of the box as much as possible, alleviate headaches.

I would tell you that ServiceNow is a great product to use because just from what we have, what we use, It's highly customizable, there's a lot of features that we like, it's just that performance analytics isn't as great as some of the other pieces that they have.

There are a ton of features and capabilities that can be used to automate processes within your organization and have a single source of data and this is an exceptional tool for that. There is always room for improvement and as they try to expand into different markets ,I do think some of the older applications get left behind and aren’t maintained as they should be.

ServiceNow is a great tool and I would highly recommend it. It will give you powerful automation capabilities and can significantly decrease time users have to spend researching and working tickets not matter what department it is.

A strong architect is needed. You should follow best practices and challenge customers. So don’t implement everything right at the moment when you receive requirements.

Find a strong partner with experience of other customers of the same size and nature. Find a parter that will create, together with you, a strategy that will guide you during preparation, all phases of development, and operational times.

Ensure you have basic processes in place instead of having the tool guide your process. Within ServiceNow, the saying is “The good and bad side of ServiceNow is that you can do anything.” So while you can customize everything, I recommend streamlining as much as possible.

I rate ServiceNow a seven out of ten.

Integrations: ServiceNow is an open platform that come with out of the box integrations API, but if you really want a deep business process integrations of ServiceNow with JIRA, Salesforce, Microfocus, BMC and others, we recommend https://www.zigiwave.com  read more in the blog post here: https://zigiwave.com/how-to-integrate-jira-servicenow-in-less-than-2-minutes/

It's worth it, but have a good team around you to help you do it right. Having a team has been good to bounce ideas off of, especially when people have been using it in our organization for maybe eight or nine years. There's always someone who knows, "Oh don't do this," or "Do it that way."

I'd do it. I mean just do it. If you're looking for a flexible tool that's going to grow with you, that's going to expand your flexibility, or expand your team, or expand how you do things and streamline things, I would do it. We've only been on it three years, but we've already done one upgrade, and I was prepared for the worst. I had come into work at midnight, and brought my snacks and sat at the desk and then basically watched the upgrade, and I won't be doing that again. I mean it's just that easy, it really is.

This is a very speedy solution so I rate it nine out of 10 on that basis. 

I would recommend it as a product.

Most important criteria when selecting a solution: 

• Stability
• Reputation in the market
• Is the product well-known?
• How long has the product been offered?

I would tell you to take a look at it. It's a great product. Get a demo and get familiar with it, because you can pretty much do anything you need to do with it.

You should focus on the adoption more than configuration.

make sure you prepare your processes and workflow before implementation, choices made at the implementation stage are carried over into your actual work. The tool basically support all imaginable workflows, although this requires a high level of knowledge, customisation and  coding.

Advice to peers: It would depend on the problems they're trying to solve. It really would depend on the problems they're trying to solve. As an ITSM solution, I would highly recommend it, first choice. For something else, it would depend.

When you purchase the tool, do not try to make it behave or look like your current system. Remember, you purchased this product for it’s ability and you should take full advantage of that.

I work for a company that resells ServiceNow, and we implement it around the world. We're a big systems integrator. For years, we've worked with ServiceNow, implementing it for other customers to utilize.

I'd rate the solution at an eight out of ten.

My overall impression is that this solution is slightly above-average. My advice is to make sure that this product meets your needs before you buy it.

I would rate this solution a six out of ten.

I would advise others this solution is a great platform that can meet their enterprise code requirements but it is best to do a cost-benefit analysis before switching platforms.

I rate ServiceNow a nine out of ten.

I would rate ServiceNow an eight out of ten. It is overall a very good solution as compared to other solutions in the market.

ServiceNow is a very good tool. The one challenge is that it involves scripting. Many things can be done through configuration and that is a very good part of ServiceNow. If you have some basic scripting knowledge, you can build your own application which can be used at any company or organization.

Considering the issues which I mentioned earlier related to the UI and the reference fields, out of ten I would rate ServiceNow an eight. To make it a ten they would have to come up with a better way of implementing UI.

We're both a customer and a reseller. We use the solution in our offices in Paris, Madrid and New York.

I'd recommend the solution. It's very easy to implement. The deployment is much easier compared to other solutions.

I'd rate the solution at an eight out of ten.

Highly recommended.

You should take the administration training and also the implementation specialist, and bring someone in. The best thing is if you have experience, since if you change something or see and do it by yourself, then you understand the whole system and how ServiceNow works.You understand what is the big advantage of the different configuration possibilities. If someone doesn't like to write code or JavaScript it's OK as you can use the configuration, but you need to understand what ServiceNow is, and how ServiceNow works.

I would recommend this solution to others. It is a very good product. It is very stable, and there is no downtime. They also provide good services.

I would rate ServiceNow an eight out of ten.

The cloud is the future, so you want to have everything in the cloud, everything organized, everything in one place. Basically, that's it. The cloud is the future.

ServiceNow is a great tool if you know what you're doing. To use it, you have to have some operability and development skills. If you don't have that, ServiceNow won't be easy to use for you. 

You can do many things with it. For example, you can create IT workflows. It can also be integrated with other products.

Depending on what it's being used for, I would recommend it.

I would rate this solution an eight out of ten.

I would recommend ServiceNow.

Prepare a very good Service Catalog first. Then you have a very good base to work on and then trying to adapt the interface to the user to the very basic user because it's the main problem we have to face too.

I would recommend this solution to others.

I rate ServiceNow a nine out of ten.

I would advise others to make sure what is required. 

I would rate ServiceNow an eight out of ten.

It's a great tool. I would say people need to get their processes correct before they get the tool because that really drives what ServiceNow is. You have to be somewhat oriented for the tool to work. Once you get oriented, it'll drive that process but if you had that process beforehand the tool is going to keep going.

Based on my experiences so far, I'd recommend it.

I would recommend this solution to others who are interested in using it.

I would rate ServiceNow a seven out of ten.

I can recommend ServiceNow to anyone who is interested in using it.

I would rate ServiceNow an eight out of ten.

ServiceNow is great. It's flexible and it is very simple for process flow or idea flow.