ServiceNow Pros and Cons

ServiceNow Pros

Consultant2008
Consultant at a consultancy with 10,001+ employees
In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.
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reviewer1395327
Senior Management Consultant at a consultancy with 11-50 employees
It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly.
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Vinod Kanna
Software Development Manager & UX / UI enthusiast at Accelya World SLU
Very good incident management, chain management and problem management features.
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Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: December 2020.
455,962 professionals have used our research since 2012.
Larry Finlay
Global Service Management Lead, Powered Enterprise at a financial services firm with 10,001+ employees
ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations.
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reviewer1100871
Practice Manager, Automation & Orchestration at a tech services company with 5,001-10,000 employees
ServiceNow was the first true enterprise to service management platform.
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reviewer1382043
Director at a tech vendor with 1,001-5,000 employees
The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.
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Gagan Pattanayak
Chief Revenue Officer at a tech services company with 51-200 employees
ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on.
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Roland Zuurveld
Senior Consultant at Sequal IT
It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents.
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reviewer1423485
Senior System Engineer at a healthcare company with 1,001-5,000 employees
ServiceNow is a very powerful tool that can perform a lot of different functions.
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Alfredo Pedron
Chief ITSM area at MAINSOFT
The pricing of the product is quite good. It's not too expensive.
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ServiceNow Cons

Consultant2008
Consultant at a consultancy with 10,001+ employees
For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.
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reviewer1395327
Senior Management Consultant at a consultancy with 11-50 employees
All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use.
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Vinod Kanna
Software Development Manager & UX / UI enthusiast at Accelya World SLU
Very expensive.
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Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: December 2020.
455,962 professionals have used our research since 2012.
Larry Finlay
Global Service Management Lead, Powered Enterprise at a financial services firm with 10,001+ employees
I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules).
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reviewer1100871
Practice Manager, Automation & Orchestration at a tech services company with 5,001-10,000 employees
Service mapping could be less complicated.
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reviewer1382043
Director at a tech vendor with 1,001-5,000 employees
The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.
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Gagan Pattanayak
Chief Revenue Officer at a tech services company with 51-200 employees
Integration capabilities can improve.
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Roland Zuurveld
Senior Consultant at Sequal IT
There should be fewer clicks and faster integrations between solutions.
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reviewer1423485
Senior System Engineer at a healthcare company with 1,001-5,000 employees
There is inherent complexity with this tool because of the number of things that it can do.
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Alfredo Pedron
Chief ITSM area at MAINSOFT
The customer service of the product right now isn't very good. It's an aspect they really need to improve.
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Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: December 2020.
455,962 professionals have used our research since 2012.