We just raised a $30M Series A: Read our story
ITCS user
Senior Management Consultant at a consultancy with 11-50 employees
Real User
Top 5
Easy to integrate with other legacy systems and is constantly improving as a company

Pros and Cons

  • "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."
  • "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."

What is our primary use case?

IT Service Management

How has it helped my organization?

Agile framework is in place

What is most valuable?

It is very easy to integrate with other legacy systems. It's really easy to replace obligations. Each employee can develop their own workflow. 

With ServiceNow, you can create your own APIs. It's very easy. This was something that I didn't expect from the tool. It's better than I expected. 

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.

What needs improvement?

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 can 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. 

This is something that is a little different from a traditional way of work in Argentina when you have different applications, and now, in this case, you have it all in one. It's on the same screen with all the models in a toolbar which does impact me. 

It's a new way of seeing things. In the past, you used to have a lot of publications. Now, in this case, you have the ability to have all in one. It's something new for a lot of people, and it's a change. That means we need to adapt to this change. For some people, it will not be easy. 

For how long have I used the solution?

I have been using ServiceNow for a year. 

What do I think about the stability of the solution?

It is very stable.

What do I think about the scalability of the solution?

SN has several releases by year. Each release has innovate features, and suitable components for solving previous issues detected or needs from a particular company that can be used for all...

They already have a plan for innovations that are adopting into the application constantly . It's really scalable  is mandatory to change the way or work for the company....The custumer must transform their way of work....they must change it...they need to convert firt their people to adopt Agile framework...SAFe....IT4IT   etc...., not only for tool perspective if not becasuse they need to convert and transform to a digital company. (ART's...Tribes, matrix structures...etc)

I am a consultant with a focus on guiding my clients through those transformation processes. I advise clients on how to use the product in the best way for them. In Argentina, I worked with medium-sized businesses. 

How are customer service and technical support?

There is first level support that is supposed to be managed by yourself. It is very easy. With the second level support, in some cases we need to talk directly with ServiceNow. They managed the online chat very easily, along with the ticket, the book, the chat, and so on. I would rate their support a nine out of ten.

How was the initial setup?

The initial setup was easy. You can deploy all models together or model by model. You have different ways to work. You need to understand your customer's situations. The data is the most important part.

If you have a problem obtaining the data, the application will not function properly because you will not have all the functionalities at the right level.

The time it takes to deploy depends on the resources and the time you allocate to it, but if you put all the people, it can be done in seven months. 

What other advice do I have?

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.

Which deployment model are you using for this solution?

Private Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Vinod Kanna
Software Development Manager & UX / UI enthusiast at Accelya World SLU
Real User
Top 5
Detailed reporting and analysis are extremely beneficial as are all the management features

Pros and Cons

  • "Very good incident management, chain management and problem management features."
  • "Very expensive."

What is our primary use case?

Our primary use case of this product is for incident and change management. We are customers of ServiceNow and I work as a senior software development engineer. 

How has it helped my organization?

The reporting details and easy access of the data has improved addressing the customers issues.

What is most valuable?

I think the incident management, change management and problem management features are the best. They are very good and I like all three of them. If most of our customers could learn the benefits of these three features, that would be great. 

Another advantage of this solution is that we can get a detailed analysis on each incident; how long it took for resolution, how long it was on the client side, a detailed time base. Detailed reporting is another valuable feature and our customers comment on it too. 

What needs improvement?

This is an expensive solution and I think that could be reduced. What I've noticed from talking to some of our clients is that most are not renewing their licenses because it's so expensive. Pricing is one of the main factors customers check when comparing tools and solutions on the market. 

I think an additional feature that they could include would be a defect management system that ServiceNow doesn't currently have. It would be the best product in the market if they included that. It would make it a one-stop solution. They already have the incident management, problem and change management. Everything is there. So if they include this defect management, then it would definitely be the best in its category.  I would recommend Servicenow should include the defect management feature like JIRA.

For how long have I used the solution?

I've been using this solution for five years. 

What do I think about the stability of the solution?

Servicenow is a stable product which is an advantage for the business.  As per the current business trends and requirements the expected availability of the products are around 99.9% availability.  hence, we cannot afford the frequent outages 

What do I think about the scalability of the solution?

Because it's a cloud-based technology, it's scalable and convenient.  

Service now is a cloud based technology and its easy to increase or decrease the compute based on the load factors like no of users and based on the no of users increase, we can scale up the infrastructure of the servers. Apart from that any patch upgrades of OS or bug fixes can be done without any outage. Otherwise, in the legacy systems we need to take outages for any upgrades or patch deployments and which impacts the business.

How are customer service and technical support?

We have a local vendor who assists us with technical support. They provide good assistance. 

Which solution did I use previously and why did I switch?

Earlier we were using the HP Service desk

How was the initial setup?

The initial setup can be a little on the technical side so we are lucky we have the tech staff. Without that, we'd need to take a service provider or third party vendor to help with deployment which generally takes one to two weeks. It's important to have technical people involved in the implementation, otherwise it's quite difficult.

What about the implementation team?

through vendor team

What was our ROI?

The pricing is little bit high.  However, i would like to give some more recommendations like if servicenow can include other modules like Defect management and server monitoring and automatic inventory update then it can be a "Value for Money" and users will not feel overpriced for what other products are providing in the market with lesser price.

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

I believe the cost is around $1200 per user for year and which is quite expensive.  If Servicenow comes up with the appropriate cost then definitely it will be the best product in the category of cost wise as well.

Which other solutions did I evaluate?

I was not part of the evaluation team.  

What other advice do I have?

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. 

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Amazon Web Services (AWS)
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: November 2021.
554,382 professionals have used our research since 2012.
Larry Finlay
Global Service Management Lead, Powered Enterprise at a financial services firm with 10,001+ employees
Real User
Automates some of the more menial tasks while accounting for our need to develop

Pros and Cons

  • "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."
  • "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)."

What is our primary use case?

I have two primary uses of ServiceNow:

1. As our ITSM Platform for providing Application Managed Services (AMS) to Enterprise clients who have solutions on Oracle, Workday, Coupa, and ServiceNow.  NOTE: Other groups within my firm also use ServiceNow to provide IT Service Management to clients on Microsoft, SalesForce, and other major vendors.  We have multiple production instances for delivering Service Desk support to various client install bases, including this one for my above mentioned AMS business.

2. As the ITSM platform for our internal, global support framework. This is a separate instance of the one I use for my UK clients and is 'owned' by our US member firm. Said US firm uses this instance to support not only our internal global Management Consulting business but also to provide AMS to US-based external clients.

How has it helped my organization?

ServiceNow has enabled us to rapidly deploy Application Managed Services for new clients, with the ability to configure, extend, and tailor our ITSM Platform to meet individual client needs. ServiceNow's multi-instance model helps enable that flexibility. For example, we recently took on a new Workday client by modifying our ServiceNow instance (configurations and workflows) within 5 months, with successful go-live afterward.

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.

What is most valuable?

ServiceNow's Customer Service Management (CSM) Pro & DevOps modules in particular - including ServiceNow's strong interface APIs (to Jira in particular in my case) - have allowed us to:

1. Automate some of the more menial tasks while accounting for our need to develop 

2. Deploy a lot of new features and functionality that get continuously and rapidly introduced by the major vendors via their regular upgrades (e.g. Oracle 4 times per year, Coupa 3 times per year, Workday 2 times per year, etc.).

What needs improvement?

There are no outstanding gaps or deficiencies that I face at the moment for my business or operational needs. That said, 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). Our AMS business will benefit from further automation of the more mundane tasks as we continue to develop the platform's configurations - including the streamlining / automation of our change control workflow for faster deployment (critical when tackling the very frequent upgrade cadences of Oracle, Workday, Coupa, etc.).

For how long have I used the solution?

4 years

What do I think about the stability of the solution?

Very stable so far. I have yet to experience an outage of any of the ServiceNow instances my operations/teams use.

What do I think about the scalability of the solution?

Scalability is good on the production side. It could be better performance on some of our lower environments, notably UAT for our global support estate - although I suspect that is partly down to how our Dev team manage their workloads and the access set up they have (too many users floating in/out?). I have not called for an audit however, so my view here is not qualified.

How are customer service and technical support?

Minimal need for support - from my personal vantage point - and for the few times we have needed support, the turnaround time and quality of support has been good.  No complaints.

Which solution did I use previously and why did I switch?

We used Jira initially for our internal Help Desk platform, but it fell far short of needs for the underlying service management workflows we employed.

How was the initial setup?

I entered into already established estates, so was not exposed to the efforts in setting up the ServiceNow instance sets.

What about the implementation team?

All has been in-house. We have full capabilities, as we do service implementations of ServiceNow for our clients and have invested in having internal development and support skills/capabilities.

Which other solutions did I evaluate?

We moved directly to ServiceNow for two reasons:

1. It was already the production ITSM platform for our US member firm who was given the (internal) contract to support our global management consulting business; and

2. We knew from our multi-year use of ServiceNow for (a) delivering IT Target Operating Model digital transformations to clients AND (b) delivering our Application Managed Services to external clients that this solution would easily meet our ITSM requirements.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: My company has a business relationship with this vendor other than being a customer: KPMG is a Global Elite partner of ServiceNow. NOTE: I am also a real user and my review is based on my own experiences.
SM
National Enterprise Architecture Lead at a financial services firm with 5,001-10,000 employees
Real User
Stable and reasonable straightforward to use, but could be more intuitive

Pros and Cons

  • "I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
  • "I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."

What is our primary use case?

The solution is used primarily to report incidents and then to follow up. It's mainly used for ticketing and incident resolution and tasks of that nature. I look at incidents and see the resolutions and report on that.

What is most valuable?

The solution is reasonably straightforward to use. The only thing I can say about it is, it presents me with the incidents that I've reported, so that's good. I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense.

The solution is very stable.

What needs improvement?

I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious.

For how long have I used the solution?

We've been using the solution for around two years now. It hasn't been that long.

What do I think about the stability of the solution?

The product is extremely stable. There are no bugs or glitches. It doesn't crash or freeze. It's reliable. It has not been problematic at all.

What do I think about the scalability of the solution?

I can't comment with authority, however, I would say we're a big company and there are probably lots of incidents and lots of demand for it across the company. I'm assuming it's pretty scalable.

We have around 5,000 employees in Canada. However, we're a multi-national. It may not be the case that all countries are on the same platform, however, internationally we have up to 100,000 employees.

it's used quite extensively in our company. On top of that, we are resellers, and we have many clients that we have implemented this for as well.

How are customer service and technical support?

I've never dealt directly with technical support. I can't speak to how helpful or responsive they are.

I've talked a lot with our groups that implement ServiceNow, and I haven't talked to them specifically about what it's like, or what kind of support they get from ServiceNow when they're implementing. However, I would guess that it's reasonably good, as I suspect it would be a pain point for them if people complain more about things when they're not working due to the fact that it wasn't set up right.

Which solution did I use previously and why did I switch?

Before the company implemented ServiceNow it was more of a conventional help desk where you as a customer would call in. They might've had a tracking system that they used, however, they didn't give it to us. The thing about ServiceNow is that you get the users to self-serve. We report our own incidents. They never used to do that before ServiceNow.

What about the implementation team?

We have a team in-house that can handle implementation for clients.

Which other solutions did I evaluate?

I've looked into HEAT. I'm looking to evaluate it with Service Now.

What other advice do I have?

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.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Flag as inappropriate
PP
Practice Manager, Automation & Orchestration at a tech services company with 5,001-10,000 employees
MSP
Top 20
Cloud platform that supports large IT services, stable and easy to set up

Pros and Cons

  • "ServiceNow was the first true enterprise to service management platform."
  • "Service mapping could be less complicated."

What is our primary use case?

We run thousands of automations.

What is most valuable?

The reason that ServiceNow is as good as it is, and opposed to Remedy, Cherwell, and HP OpenView, is that ServiceNow was the first IT service management platform or enterprise.

ServiceNow was the first true enterprise to service management platform. They were the first to understand that a request is a request and service is service.

ServiceNow goes back internationally a long time ago when they were Fuji. ServiceNow releases are alphabetical. My experience started with Fuji, and they are on the Orlando release now. Even back then, they were able to put any process into ServiceNow, even if it wasn't and IT process, and have it managed through the platform.

What needs improvement?

Security needs some improvement. The governance, security incident management, cloud management, and the security module are getting better.

Service mapping could be less complicated. The configuration, and running it appropriately, but that's a difficult thing to do overall.

It needs to be more cost-effective because it can be pricey. 

I would love to see ServiceNow create a solid mid-market entry point for it. They tried it in the past and it failed. That was ServiceNow Express.

For how long have I used the solution?

I have been using ServiceNow for over a decade.

What do I think about the stability of the solution?

ServiceNow is incredibly stable.

What do I think about the scalability of the solution?

This solution is scalable to a point. Once you get as large as the Department of Veterans Affairs you will have some issues, but it scalable.

We have 3000 people here in our company. Anyone who is in IT is using ServiceNow.

How are customer service and technical support?

I haven't contacted technical support. 

If you are as close to out-of-the-box as you need to be then you won't have any issues at all with ServiceNow.

How was the initial setup?

ServiceNow is the least complex of all of the platforms available.

When I worked at the bank they went from zero to running it within three months. At that time when dealing with Remedy or other legacy systems, that was unheard of to go from nothing to running in three months.

With one of our customers, we had it up and running in one month.

We have seven members to maintain ServiceNow. They are developers, senior developers, and the head of service management.

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

The mandatory minimum is US$ 20,000 for licensing. They have a three-year cycle. I am not sure if it works out to be $60,000 for three years or if it's $20,000 for the three years. 

It's mainly for licensing. The more that you use it and the more it goes to other areas in your organization, the more licensing you will have to pay.

There may be some who look at this and use it for the HR service delivery or they could use another HR application that looks cheaper, but they will be missing the point of having all of the information on a single platform.

What other advice do I have?

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.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PC
ITSM Process Owner at a financial services firm with 10,001+ employees
Real User
Allows for role-based access, with integrated machine learning and AI

Pros and Cons

  • "For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
  • "One thing I don't care for is the reporting and the way it functions."

What is our primary use case?

We primarily use the solution for ITSM and a little bit of ITOM. However, we don't use it for ITBM.

What is most valuable?

Role-based access is a 'positive'.

ServiceNow has a feature called Orchestration. In that, you can utilize the tool to communicate with applications and systems to issue commands and perform actions. That's a positive, it's something that does exist in the tool. We are in our infancy in utilizing that.

There's a relatively new feature called performance analytics. It's supposed to provide a lot more information. It's got machine learning and some AI built into it. We're our infancy with that. 

For the nuts and bolts running of an IT organization, I can't really say there's anything lacking, feature-wise.

The solution is relatively easy to use.

What needs improvement?

One thing I don't care for is the reporting and the way it functions. Exporting a report, from a view,  initiates a rerun of the query in the background - highly inefficient.

In terms of the implementation, there seems to be a dearth of basic table joins, on initial install, necessitating the creation of your own database views to get seemingly related data to act like related data. In other words, it's popular to have incidents linked to changes, and linked to problems, and linked to other types of records. And vice versa, you could have an incidents caused by a change. You could have an incident that has a problem record built off of it. However, there are several modules where, if you don't create table joins - for example, for demand records and demand tasks - between those two, then the only option is pull two reports (one for Demands, one for Demand Tasks), and manually merge them outside of the tool. It's highly inefficient. That is something that is a deficiency within the tool design overall.

The initial setup is a bit complex (could have been designed to be profile-driven, as an alternative).

While I recognize that it's a popular thing to do, due to poor design, update sets have to be moved manually, from platform to platform, easily introducing errors (sequence, origin, etc.)  along the way. I've seen far better promote-to-production schemes with other tools.

For how long have I used the solution?

I've been using ServiceNow for more than 5 years.

What do I think about the scalability of the solution?

Scales 'up' well.  

Scales 'down' poorly.

The solution is not exactly scalable for a mom-and-pop shop (and SMBs). The costs would be too prohibitive for that.

Someone once said, a bird, no matter the size, has the same number of bones. If you're going to do incident change problem, asset config, things like that, for a mom-and-pop, technically, you have the same number of types of things you need to be concerned about. It's just the volume of how it's being applied. A mom-and-pop store might carry 50 items in its inventory. A large company is going to have thousands upon thousands. Therefore, ServiceNow would not be a good solution for a small organization with few assets. 

If you don't have a full CMDB to begin with it really makes a lot of things awkward within the tool. 

We have 4,000+ 

How are customer service and support?

ServiceNow Technical support needs improvement.

One example - 

Order - (context - business rules) - ServiceNow allows you to have any number of rules with the same order number. 

ServiceNow's official answer to 'how does the database code decide which rule to execute first, when multiple business rules are assigned the same order level?': we have no answer 

(it goes without saying - use unique order levels)

How was the initial setup?


What other advice do I have?

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.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Flag as inappropriate
Jorge Ambrosio
Quality Management Office (QMO) Manager at a comms service provider with 10,001+ employees
Real User
Top 5Leaderboard
Flexible configuration, integrates well, and can improve productivity

Pros and Cons

  • "The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
  • "When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."

What is our primary use case?

We were using ServiceNow to collect data in problem areas in operations. Most recently we are using it for our internal hardware tracking. For example, if someone requires a change of computer system, new headset, or any other hardware defects.

How has it helped my organization?

ServiceNow has helped improve our organization by making it more efficient. Since we only need to manage the cloud service and not other aspects, such as infrastructure or software, this has freed up 30% of our human resources that can be utilized on other tasks. The solution has added value to the company.

What is most valuable?

The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs.

If you want to do analysis about a problem or collect information and export the data on a spreadsheet or a BI system is very easy. The data is able to be selected very fast which is very good because, in general, to export or to restore the information with another tool was terrible. You practically needed to go directly to the database and export it from there instead of having the ability in the menu of the application. With ServiceNow, the options are in the menu and you can do all your queries directly and export them in different formats. This saves us a lot of time and makes our work a little easier.

The solution is always updating and you are able to see the road map of what is going to come in the future.

What needs improvement?

When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly.

For how long have I used the solution?

I have been using the solution for approximately three years.

What do I think about the stability of the solution?

The solution is very stable. We have never had an issue with ServiceNow, I do not remember a time we had a problem with the application. However, there are problems with the network, internet connection, and mobile networks, but not in the application. If there is a connection issue once the connection is established again the recovery is very good because the data automatically start to flow without any problem between both applications.

Azure has had only one incident in three years of use in our experience. 

What do I think about the scalability of the solution?

The solution is scalable. It is in the contract of the SaaS we have the ability to scale the solution in the cloud. We have never experienced problems because if we demand more capacity for processing we automatically receive it from Azure.

How are customer service and technical support?

We have 24 hours a day, 7 days a week support. However, I have never needed to use it.

How was the initial setup?

The installation or deployment is easy because this is a Software as a Service (SaaS) solution and it is managed by ServiceNow.

They analyze the use of the tools they provide us with and they do the new deployments in a slot time when we do not use the tool or have minimal use. They inform us typically more than a week in advance and they send several friendly reminders when the cloud service has to do a change, a new deployment, or an upgrade. They are very flexible to keep the downtime of the service at a minimum and at a time that the tools are not being used.

What other advice do I have?

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.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Microsoft Azure
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Flag as inappropriate
DM
Director at a tech vendor with 1,001-5,000 employees
Real User
Can assign sub-tasks to different teams but lacks metric monitoring

Pros and Cons

  • "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."
  • "The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."

What is our primary use case?

We mostly use ServiceNow for incident management. There is a team which interacts with the customers and logs customer issues as incidents. Then those incidents are taken care of by my team. I work on the escalation side of that team.

That is one aspect of ServiceNow. The second thing we use it for are any economic, long-term or repetitive problems. We log problem tickets which are resolved in ServiceNow.

The third use is for changes in the system. All the changes to the system are logged in ServiceNow with their associated tasks. Those are the three major use cases for ServiceNow.

What is most valuable?

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. For example, if there is a chain which requires different steps of execution validation or execution steps, those task divisions, as well as the assignment and ownership of the tasks, is something that is really useful in ServiceNow.

What needs improvement?

The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations. For example, if there is an incident which is not acknowledged within a certain period of time, or the resolution of the incident exceeds a certain period of time, it can be escalated to the next levels. That is one of the things you're looking for which is not available with ServiceNow.

The second feature I would be looking for is integration with different tools, like Bugzilla, Microsoft Informer, and Jira. Jira has integration, in fact. Teams in different organizations use different tools, so integrating those tools would be really helpful.

For how long have I used the solution?

I have been using ServiceNow for two years.

What do I think about the stability of the solution?

It is quite a stable solution. In the last couple of years we probably had around one or two outages and only one major outage. So it's very stable.

What do I think about the scalability of the solution?

ServiceNow is quite scalable. 

I would say there are about 400 people using ServiceNow in the organization. That includes administrators, users and those who maintain ServiceNow. Currently, ServiceNow gets daily usage.

How are customer service and technical support?

I don't usually get in touch with support directly because I am not an end user.

Which solution did I use previously and why did I switch?

In my previous company we used a custom-built tool which was not available on the market. It was called My Article Support and was built internally specifically for big biotic collection. It was highly customized and it catered to a lot of our needs.

One of the features in that tool was based on the customer engagement level and not on the revenue impact that customer had on the organization or the number of users impacted, etc... It would generate the incident prioritization score, which determined how quickly we were supposed to work on the incident. So the prioritization of incidents was automated, which I do not find in ServiceNow. But that tool was very customized and it was internally built so the development was done in-house. The second thing was the ability to track and close escalations because it was a custom-built tool and there was a process for it. The process was defined and was in the documentation.

How was the initial setup?

I was actually not there when the setup was done so I can't answer that.

What other advice do I have?

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.

Which deployment model are you using for this solution?

Private Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
Download our free ServiceNow Report and get advice and tips from experienced pros sharing their opinions.