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George Stubbs
Real User
Sr. Engineer at a financial services firm with 501-1,000 employees
May 15 2017

What is most valuable?

We want to end up getting set up as part of Discovery with a type of automatic relationship. In addition, we have been looking at a means to... more»

How has it helped my organization?

For the most part, we have used prior ITSM solutions and they have been a bit more difficult to integrate and customize into the rest of the... more»

What needs improvement?

Actually, the biggest problem that I see for it, especially in a smaller organization, is that there are plenty of partners. We've got a fairly... more»

Which solutions did we use previously?

Altiris is the product we're getting out of. I think there's a lot to be said for actually having a web-hosted solution these days. There are a... more»

What other advice do I have?

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... more»
David M. Colburn
Consultant
Senior IT Service Management & ServiceNow Consultant at Independent
Nov 02 2017

What is most valuable?

ServiceNow's out-of-box process configurations and service-based CMDB data model have revolutionized IT Service Management transformations. Leveraging out-of-box configurations and... more»

How has it helped my organization?

A three phase IT Service Management transformation project resulted in achieving a first year target of less than 4% sustained monthly improvements in true customer experienced... more»

What needs improvement?

Primary areas of inefficiencies and delays were related to change resistance and lack of support from the IT Team Lead and IT Manager level staff for involvement in ServiceNow... more»

Which solutions did we use previously?

Have experience with BMac software, HPE, IBM and other leading ITSM tools. ServiceNow has nailed the basic ITIL process integration requirements and the CMDB model is service-based... more»
Find out what your peers are saying about ServiceNow, BMC, Micro Focus and others in IT Service Management (ITSM).
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it_user459045
Real User
End User Support at a hospitality company with 1,001-5,000 employees
Jun 20 2017

What is most valuable?

The analytics - we like to keep track of how much work everyone is doing. We need to make sure that everyone is being efficient and being utilized. At the same time, regarding... more»

How has it helped my organization?

We're getting a good cost-efficiency. In my line of work, we deploy between 50 to 80 computers per day, break/fix new computers, laptops, you name it, we have it. We want to keep... more»

What needs improvement?

Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for... more»

What other advice do I have?

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... more»
reviewer896733
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... 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... 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... more»

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... more»
reviewer459033
Consultant
ITSM Consultant at a tech services company with 1,001-5,000 employees
Nov 30 2016

What is most valuable?

ServiceNow is a really great platform. What I like about it is the integration capabilities. We use this a lot with our customers, integrating different systems with their... more»

How has it helped my organization?

With the ITSM solution, you kind of have chaos. You can really tackle that with the solution. You have standardized processes and you get rid of the chaos to be more organized.... more»

What needs improvement?

I would like an IoT integration. At the hackathon there was a team working with Amazon buttons with a battery inside. You push it, and you will trigger a request. You can put it... more»

What other advice do I have?

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... more»
it_user459147
Real User
Developer at Duke University Health System
Jun 20 2017

What is most valuable?

One of the things that I've only recently learnt is how flexible it is and how much you can do with it that I wouldn't have thought of. I've only been using ServiceNow for a short... more»

How has it helped my organization?

Having quick easy access to information is crucial in any business but especially in the medical field. Real-time information that's it easy to understand is critical. In some... more»

Which solutions did we use previously?

The entire time I've been here we've been using ServiceNow.

What other advice do I have?

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... more»
Idan Harel
Consultant
Managing Director at a tech services company with 51-200 employees
Jul 25 2017

What is most valuable?

* Your selected platform, for managing and consolidate ITIL Processes, HR, PPM, CSM, and any new enterprise app you... more»

How has it helped my organization?

One stop shop: All requests for support, new items, changes and anything else can be done in the portal, flexibility of... more»

What needs improvement?

It's missing monitoring capabilities.

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

The license model is based on a number of fulfillers (active users who play some role within the ServiceNow... more»

Which solutions did we use previously?

Compared to other ITSM platforms, ServiceNow is by far the most agile, robust, and scalable platform.

What other advice do I have?

Think big, think simple, think ServiceNow. Have a clear and consistent view of your requirements, what you want to do,... more»
Konstantinos Kourtidis
Real User
Systems Analyst at a energy/utilities company with 11-50 employees
Jul 30 2018

What is most valuable?

We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It... more»

How has it helped my organization?

It enables communication. The benefit is that we can keep track of all the changes and the incidences.

What needs improvement?

We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition.... more»

Which solutions did we use previously?

We didn't have another solution before ServiceNow.

What other advice do I have?

I would recommend it as a product. Most important criteria when selecting a solution: * Stability * Reputation in the market * Is the product... more»
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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)

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