ServiceNow Reviews

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SeanHook
Real User
System Architect at a pharma/biotech company with 1,001-5,000 employees
Dec 12 2018

What is most valuable?

ServiceNow Discovery is very valuable. It does, however, come at a steep cost of time and effort to implement it correctly. Do not be fooled into thinking it will "just… more»

How has it helped my organization?

Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps… more»

What needs improvement?

Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the… more»

What's my experience with pricing, setup cost, and licensing?

Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.

If you previously used a different solution, which one did you use and why did you switch?

We used the CMDB that is offered within the product that we make/sell ourselves (Plex Online). It was not designed to meet the needs of a software company and we took the… more»

What other advice do I have?

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… more»

Which other solutions did I evaluate?

We evaluated Service Cloud and ScienceLogic. ServiceNow really seemed to have the most complete offering.
Real User
IT Coordinator at a financial services firm with 1,001-5,000 employees
Nov 21 2018

What is most valuable?

The most valuable feature is the flexibility of development for customization. For example, we are starting now to expand the tool for HR and some other departments. They… more»

How has it helped my organization?

First of all, we had several tasks that were performed manually by the service desk and infrastructure teams, but now we have been able to automate those processes and… more»

What needs improvement?

There's one that I would like to see improved to reduce the cost of our ServiceNow, related to the resetting and unblocking of passwords for users who forget their… more»

What's my experience with pricing, setup cost, and licensing?

We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is… more»

If you previously used a different solution, which one did you use and why did you switch?

We had a simple tool with which you would just open a ticket, without SLA, no features. But we had internal issues and realized we should improve our processes. That's why… more»

What other advice do I have?

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… more»

Which other solutions did I evaluate?

We talked with HPE and IBM, but both are on-prem solutions, whereas ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem… more»
Find out what your peers are saying about ServiceNow, BMC, Micro Focus and others in IT Service Management (ITSM). Updated: October 2019.
377,556 professionals have used our research since 2012.
Consultant2008
Consultant
Consultant at a consultancy with 10,001+ employees
Mar 04 2019

What is most valuable?

* Request module * Orchestration * The PPM Module is pretty important in our organization The workflow is something we use on a day-to-day basis. It's pretty handy the way it is in ServiceNow. As our… more»

How has it helped my organization?

The area where we have benefited a lot is that, initially, it was very difficult to have end-to-end visibility into what was happening. We didn't have any kind of top-down or bottom-up approach to… more»

What needs improvement?

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. That is one area for… more»

If you previously used a different solution, which one did you use and why did you switch?

To start with, we wanted a global planning platform for all our ITSM activity, throughout the business, for internal IT. That's the reason we started migrating ITSM from different groups to… more»

What other advice do I have?

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… more»

Which other solutions did I evaluate?

We looked at * BMC Remedy vs ServiceNow * Micro Focus Service Manager vs ServiceNow * JIRA vs ServiceNow * and Cherwell vs ServiceNow.
Uzzawal Agrawal
Consultant
Associate Director at a consultancy with 10,001+ employees
Dec 13 2018

What is most valuable?

The main feature would be ITSM, as ServiceNow initially started with ITSM software. That is something which is important for all our customers. HR Case Management and… more»

How has it helped my organization?

It has definitely improved operations at the customer end. There are some key metrics which users have wanted and they are able to achieve them through ServiceNow… more»

What needs improvement?

HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature… more»

What's my experience with pricing, setup cost, and licensing?

Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit… more»

If you previously used a different solution, which one did you use and why did you switch?

Before ServiceNow, I had worked with BMC Remedy and worked with and compared Micro Focus Service Manager vs ServiceNow. We switched our services because ServiceNow is… more»

What other advice do I have?

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… more»

Which other solutions did I evaluate?

We directly migrated from Remedy to ServiceNow because of the growing market for ServiceNow vs Remedy. We got quite good feedback from some of our competitors and… more»
Mir Razvi
Consultant
Sr. ServiceNow Developer at a tech services company with 10,001+ employees
Nov 27 2018

What is most valuable?

There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic. There have been advancements in ServiceNow. It gives you all the APIs… more»

How has it helped my organization?

Other solutions are integrated with different applications and tools, but ServiceNow is quite centralized, fully managed, and you can find everything in one place.

What needs improvement?

There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box… more»

If you previously used a different solution, which one did you use and why did you switch?

We recently had an application tool that was supporting certain tasks in HR case-management. That tool has certain capabilities but it's not up to the mark when you compare it with ServiceNow. It provides you details about the task, but it… more»

What other advice do I have?

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… more»
Vadim Tomkevich
Real User
Project Manager, Manager of ITSM Consulting Team at a tech vendor with 10,001+ employees
Dec 05 2018

What is most valuable?

The most valuable features generally depend on our client's needs, but most often it's some type of basic setup like incident management, request fulfillment, SLAs, problem management, change of management, and knowledge management. In… more»

What needs improvement?

There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I… more»

What's my experience with pricing, setup cost, and licensing?

Speaking in light of my previous experience with HPE, at that time, around 2012 or so, if ServiceNow was a bit cheaper it would have had a good chance of our company choosing it at that time. Now, ServiceNow is a leader and its pricing is… more»

What other advice do I have?

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… more»

Which other solutions did I evaluate?

Long ago, when our company itself was choosing a platform, a solution for the company to support, there was a big analysis effort and investigation of what was on the market. Back then we chose HPE. But that was really long ago and it's not… more»
Consultant
Technology Strategy & Architecture at a consultancy with 1,001-5,000 employees
Nov 27 2018

What is most valuable?

One feature of ServiceNow that is important is the workflow engine. From my perspective, the power to be able to structure processes, represent workforce management for… more»

How has it helped my organization?

The biggest improvement I see is that unstructured work, which would primarily be worked on within spreadsheets or within emails, is able to be centralized, managed… more»

What needs improvement?

ServiceNow is divided up into a lot of modules, so I'll give an example, instead of going into every single module. For me, there's a real opportunity, especially within… more»

What's my experience with pricing, setup cost, and licensing?

ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is… more»

If you previously used a different solution, which one did you use and why did you switch?

I have used BMC Remedy previously and the primary reason for switching to ServiceNow was around the fact that ServiceNow is cloud-based, scalable, and easily configurable.

What other advice do I have?

My advice would be to engage with an implementation partner that has good experience and definitely not to underestimate the organizational-change activities, like… more»

Which other solutions did I evaluate?

Other options would be BMC Remedy and Cherwell, from an ITSM perspective. For HRSM, alternative solutions are Workday and SuccessFactors.
Real User
Director of Channels and Alliances at a tech vendor with 11-50 employees
Aug 13 2018

What is most valuable?

The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version. The features continue to improve. We get new features and we can choose to turn them on or not, but we're always… more»

How has it helped my organization?

We have set a standard around the way we build content. We have found that if we build for ServiceNow, it will pretty much import anywhere. The format is very similar. ServiceNow seems to be more of a standard interface and their knowledge import specs are pretty consistent with everything else. We… more»

What needs improvement?

Some enhancements to the self-service platform would be helpful. That part is still a little barebone. There are some things that they could do better that we have suggested to them. Also, the mobile app is not bad, but it's limited. They are going to be working on that, I'm sure, over the years.

What other advice do I have?

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… more»
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User Assessments By Topic About ServiceNow

Find out what your peers are saying about ServiceNow, BMC, Micro Focus and others in IT Service Management (ITSM). Updated: October 2019.
377,556 professionals have used our research since 2012.

ServiceNow Questions

What is ServiceNow?

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

ServiceNow customers

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

 

 

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