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… 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… 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… 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… 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… more»
Anonymous User
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… 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… 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… 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… 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… 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… more»
Find out what your peers are saying about ServiceNow, BMC, Micro Focus and others in IT Service Management (ITSM). Updated: April 2019.
333,928 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… 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… 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… 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… 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… more»
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 things… 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»

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

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 lot… 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 those… more»
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… 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… 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… 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… 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… 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… 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 design… more»

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

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»
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… 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… more»

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… 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… 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… 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… 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… 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… 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… more»
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Find out what your peers are saying about ServiceNow, BMC, Micro Focus and others in IT Service Management (ITSM). Updated: April 2019.
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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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