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WW
Director of IT at a local government with 201-500 employees
Real User
Top 20
Scalable, extremely efficient, and integrates well with other solutions

Pros and Cons

  • "The workflow makes things extremely efficient and it improves effectiveness."
  • "It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."

What is our primary use case?

We primarily use the solution for change management and program management. Let's say, for example, if someone across our state needs a license. My team will send the request to me and I would approve it. For other tasks, they might send me a ticket and I would either approve it or add additional comments, however, that's it. 

How has it helped my organization?

The workflow and the general effectiveness of the processes have helped improve how our organization functions.

What is most valuable?

The workflow makes things extremely efficient and it improves effectiveness.

The product integrates well with other solutions. 

The stability has been very good so far.

We have found that the product can scale. 

Technical support has been helpful.

What needs improvement?

One of the areas that need improvement is when the product was implemented, they did not do a very good job of explaining all these features and functions, and capabilities of the tool. That could have been an implementation issue on our organization's side. This could have happened by not including end-users in order to get their input or to understand what this tool offers. It was kind of just pushed out. For example, while the tool could potentially do a hundred things, only 20 of the capabilities were explained. The other 80 we have to figure out on our own. It could have been explained and rolled out better, however, that could have been just an implementation issue on our side as well.

It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users.

For how long have I used the solution?

I have used the solution for about a year.

What do I think about the stability of the solution?

The stability is good. There are no bugs or glitches. It doesn't crash or freeze. It's reliable. 

What do I think about the scalability of the solution?

The product definitely can be scaled. We're working now to integrate it with other workflow products, so it's definitely scalable.

How are customer service and technical support?

We've dealt with technical support in the past. We have a service desk. Since it's on-prem, it's been pretty good. Tech support has been helpful and we have no complaints. 

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

We did previously use a different solution, however, with ServiceNow, we find that it offers better scalability, ease of use, features, and functions.

How was the initial setup?

My team did not implement ServiceNow, we do not maintain it and we do not service it. We just use the product.

I don't know what they had on the setup and the implementation part in terms of setting up servers and configuring servers and things like that. I don't know what that entails. We just know when we got it, we got a product. So what difficulties they might've had setting in up with, I don't know. I can't speak to that.

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

I don't handle any aspect of the payments or licensing process. I can't speak to it from personal experience. 

What other advice do I have?

I'm just a customer and an end-user.

I go in and approve service tickets, however, I am not a hardcore user of that platform. My team sends me a request, I open it up and I review the ticket and I approve it, and then it moves on. I don't follow the workflow or anything like that.

Our team uses the most recent version of the solution.

I would advise potential new users to make sure that in that user community, end-users are involved in the implementation from beginning to end and make sure that the end-users fully understand the features and capabilities of the tool before it is implemented across an organization. Their involvement is key to a successful implementation and very important.

I'd rate the solution at an eight out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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NC
Advisor at a energy/utilities company with 201-500 employees
Real User
Awesome support, good stability, provides visibility, and helps us in meeting our SLAs

Pros and Cons

  • "It enables us to meet SLAs, track issues across the environment, and report those issues."
  • "The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."

What is our primary use case?

This solution is used for ticketing, reporting, and changes as well as for operations and incident handling. We always use one version prior to the latest one within the environment.

How has it helped my organization?

It provides us visibility into how we're responding to business needs. If somebody requests a new user account, a new computer, or something else, there are SLAs that have been agreed upon between different departments and business organizations. We can run weekly and monthly reports to get visibility into how we're responding to business needs.

What is most valuable?

It enables us to meet SLAs, track issues across the environment, and report those issues.

What needs improvement?

The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI.

Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag. 

For how long have I used the solution?

I have been using this solution for around four years.

What do I think about the stability of the solution?

It is a stable solution.

What do I think about the scalability of the solution?

We're a small company with less than 10,000 endpoints. I would be able to tell you about scalability only if we had more endpoints, such as over 100,000. Currently, its usage is 100% because everybody is using the tool. On a daily basis, we have less than three percent usage, which would be 300 use cases on daily basis.

How are customer service and technical support?

They are awesome and great. I wrote the API bidirectional connector from Splunk to ServiceNow, and I've worked with them, and they are awesome.

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

I have been with this company for four years. When I came into the company, this solution was already in place.

What about the implementation team?

I was not here when implementation was done, so I can't provide information about the challenges that had to be overcome when the solution was implemented, but I do know that it was implemented by a third party called Accudata. We did not implement it in-house. It was a managed service initially.

What other advice do I have?

I would advise having a close relationship with the people who are implementing it and staying on top of it. You should meet every day to address any problems that are encountered. 

I would rate ServiceNow an eight out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: November 2021.
554,586 professionals have used our research since 2012.
Gagan Pattanayak
Chief Revenue Officer at a tech services company with 51-200 employees
Real User
Top 5
Improves our incident reporting and resolution, but the integration capabilities need improvement

Pros and Cons

  • "ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
  • "Integration capabilities can improve."

What is our primary use case?

Our primary use case is comprehensive reporting for our business and our regulators.

We began by extending ServiceNow capabilities within IT, which gave us a clear understanding of what we could do with it, and then expanded from there. We had many business processes that ran on legacy systems and spreadsheets. That created unacceptable risk and cost. That means we can focus on core functionality rather than having to build all of the application scaffolding and platform capabilities by ourselves

How has it helped my organization?

ServiceNow is the central hub for our data services. It takes in orders from our front-end CRM system and drives end-to-end fulfillment workflows. That starts with entitlements, which is checking whether a customer has all the necessary contracts in place. For example, if we’re providing access to third-party content, does the customer have appropriate contracts with the content vendor?

Then, we use ServiceNow to orchestrate the actual technical fulfillment process. This includes ordering circuits to connect to the customer’s premises and configuring our own backend systems, which ties into our core IT processes on ServiceNow. Once the service is up and running, ServiceNow provides reporting and notifications to support billing and financial forecasting.

What is most valuable?

ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on. That means we can focus on core functionality rather than having to build all the application scaffolding and platform capabilities by ourselves. That saves us at least 50% on development effort, and because we’ve got a consistent platform framework, we also get a lot of reuse. That makes it easy to consolidate and retire applications built on legacy tools.

For example, Lotus Notes; we can modernize and save costs. In fact, since we started out, we’ve built more than 20 custom ServiceNow apps and our team is still fewer than 10 people, including QA.

What needs improvement?

Integration capabilities can improve. ServiceNow has a roadmap, however, native integrations in addition to the citizen-developed scopes would be ideal.

The pricing seems confusing, with the integration hub being most confusing.

I believe our firewall rule change request form is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't any way for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.

For how long have I used the solution?

We have been using ServiceNow for two years.

What do I think about the stability of the solution?

Stability-wise, this product is very good.

What do I think about the scalability of the solution?

The scalability is good.

How are customer service and technical support?

The technical support is very good.

How was the initial setup?

This is a SaaS product. The customization and development of custom apps bit time-consuming.

What about the implementation team?

Our deployment was vendor assisted. It was expensive but good.

What was our ROI?

I am not in the finance department; however, incident reporting and resolution have been much better.

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

The setup cost is high compared to others, especially when the scope is not fixed.

Which other solutions did I evaluate?

We looked at several options and decided that ServiceNow was the best choice. And it was because the rollout was highly successful.

Which deployment model are you using for this solution?

Private Cloud

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

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Raj Bartakke
Director Customer Success and ServiceNow Practice Lead at CoreSphere, LLC
Real User
Top 5
Straightforward to setup with a low-code approach and offers excellent ROI potential

Pros and Cons

  • "ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
  • "Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."

What is our primary use case?

We primarily use the solution in a variety of ways, including the NOW platform (CMDB, Workflows, Service Portal, Service Catalog, Reporting), Custom AppDev, SecOps (Vulnerability Response with Tenable integration and Security Incident Response), Governance Risk and Compliance (GRC), IT Service Management (ITSM), IT Asset Management (ITAM), IT Operations Management (Service Mapping, Discovery, Event Management), IT Business Management (including Project Portfolio Management (PPM)), HR Service Delivery (HRSD), Software Asset Management (SAM), and Facilities Service Management (FSM).

How has it helped my organization?

We can now transform operations from excel spreadsheets and emails to a central system of record/truth. ServiceNow can either replace or integrate with a prospect/customer's existing solutions - especially if such integrations are common.

ServiceNow ensures a customer's investment by having 2 releases per year.  Prospect/customers considering implementing or expanding its ServiceNow investment should enlist the help of ServiceNow partners to support their effort throughout their journey.

ServiceNow is an industry leader in multiple areas and provides an excellent ROI. 

What is most valuable?

The platform (PaaS) is a low-code/no-code platform on a secure Infrastructure as a Service (IaaS - Government Cloud Computing environment (GCC)), with a single data model and a single system of record. Its applications (SaaS) can easily be extended with workflows and other built-in APIs together with the ServiceNow Integration Hub and other applications available on the ServiceNow Store. The platform is very flexible and built to be integrated.  

ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

I have no further information to add to this, however, there is much more information offered by Forester, Gartner, and ServiceNow to augment this input.  

We are a ServiceNow partner, as well as Salesforce and other cloud-based IaaS, SaaS, and PaaS transformative solutions, and have been for over 10 years. Often, we are engaged with our customers for years, helping to build roadmaps that allow them to expand their solutions over time because resources are limited and organizational change management takes time.

What needs improvement?

Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities. As ServiceNow and its partners/customers expand the capabilities, I see new vertical applications being created (currently underway for TELCO and other industries). Stay tuned for more updates that not only provide new capabilities but also enhance existing ones.

For how long have I used the solution?

I've been implementing ServiceNow for over 5 years for various clients.

What do I think about the stability of the solution?

The solution has excellent stability and we're working with a client that has one of the largest implementations of ITSM and SecOps in the world.

What do I think about the scalability of the solution?

The solution offers excellent scalability. For example, currently, we are working with a client that has one of the largest implementations of ITSM and SecOps in the world.

How are customer service and technical support?

The product offers excellent support.

How was the initial setup?

Yes, the process is straightforward, but using an experienced services firm is best - especially if implementing the product for the first time.

What about the implementation team?

CoreSphere, LLC - CSAT scores are published on the ServiceNow partner page. Other are reviews completed in the US Federal government's Contractor Performance Assessment Reporting System (CPARs).

What was our ROI?

The ROI a company can get depends on the customer and the investment.

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: CoreSphere, LLC is a ServiceNow Specialist Sales, Service, and Public Sector partner.
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GK
Project Manager at a consultancy with 201-500 employees
Real User
Top 5Leaderboard
Good workflow capabilities that integrates well, helpful support, and priced well

Pros and Cons

  • "You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
  • "When it comes to changing some of the features, I would like a little more leeway."

What is our primary use case?

We use this solution for handling help desk tickets and tasks.

What is most valuable?

I like the workflow functions that are available in ServiceNow and the ability to actually integrate all of the information that you have such as travel tickets or assignment tickets for your team, onto your dashboard, depending on your setup, or if you create a ticket and a dashboard for your team.

When you update them in one place, it will show you updates in other places. 

I like that functionality.

ServiceNow has more capability and the ability to integrate other solutions such as Excel or tables.

You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports.

What needs improvement?

When it comes to changing some of the features, I would like a little more leeway.

This may not apply to every version but there are certain capabilities that you have to specifically order a la carte in order for the developers or your administrators to have access.

Having more integration without having to pay the a la carte, otherwise, you have to put in a ticket and have it approved, and if not you have to find a workaround for the solution.

For how long have I used the solution?

I have been working with ServiceNow for five years.

We are using the most up-to-date version.

What do I think about the scalability of the solution?

I definitely like the scalability, because if you have a small company or if you have a large enterprise, It allows you to tailor it.

The scalability of it is very good and putting it on the server, makes it very useful.

How are customer service and technical support?

Their technical support was overall helpful. 

A lot of it ended up actually being directed to the administration. ServiceNow developers and any support issues primarily go to them. 

When I was researching to implement ServiceNow for another group, I contacted technical support and they were extremely helpful.

They set up meetings and were willing to talk through everything, to help us meet or help answer questions for our stakeholders.

How was the initial setup?

It was very easy to set up. It was very easy to make sure things were activated.

Once you get the base up, it's easy to start to build out.

There are templates that are available, and you also have the ability to create your own.

It's very quick to implement.

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

The cost is the only area that I have never been privy to. 

I know that the price is not too bad because people continue to use it and they are happy to renew their contract. But I've never been given the actual cost of it.

What other advice do I have?

I would recommend that they have a meeting with their salesperson and go through the demo that they offer. I also recommend that they have their administrators or the people that are going to use it, sign up for the ServiceNow training that they offer. 

Those are the two things that I definitely recommend before they use it. Other than that, it's really integrated.

I still have my ServiceNow login where I can go to a test site and test things out before we put them into real production.

I would rate ServiceNow an eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Roland Zuurveld
Senior Consultant at Sequal IT
Real User
Top 5
Gives us professionalized and faster incident turn around times but there should be faster integrations between solutions

Pros and Cons

  • "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."
  • "There should be fewer clicks and faster integrations between solutions."

What is our primary use case?

Our primary use cases are for service management, incident, change, problem, asset, and lifecycle. The system was build and integrated to SAP as a backend ERP?CRM system. This made integrations and choices in functionality complicated. However, by replacing Symphony as a rather internal orientated system, ServiceNow gave us the benefit of tight customer integrations by means of the web-based portal, which is a user-friendly interface to use and actually helps speeding up incident handling by improved communication and information sharing.

How has it helped my organization?

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.

Because we first redesigned our internal and external processes we were able to effectively roll out and implement ServiceNow, sequentially per workflow, and put the lessons learned in earlier implementations to work for us. Overall is has improved service management on CSM.

What is most valuable?

There is one platform and many solutions. Workflows are well designed and robust. All user screens have the same look and feel, helping to understand the logic of the supported workflows. Integrations to third parties are strong and build on on off the shelve API integrations which makes them quite easy to build. ServiceNow is built on the best practice framework ITIL and helps customers organize their organizations accordingly. Although many trainings need to be completed, this assures a proper knowledge level at the users.

What needs improvement?

There should be fewer clicks and faster integrations between solutions. Too much information needs to be entered when transferring between solutions. Obvious logic does not always seem to apply when transferring tasks between workflows. Having said this, the availability of these many workflows and solutions on one platform is the strength of ServiceNow. 

New development of new features is not as flexible as one would expect, global adherence to rules and regelations seem to bog down the development and release process.

For how long have I used the solution?

I have been using ServiceNow for six years. 

What do I think about the stability of the solution?

It is very stable.

What do I think about the scalability of the solution?

We haven't met the limitations.

How are customer service and technical support?

Their support is not experienced. 

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

We did use Symphony which was very internal oriented and needed a step towards our customers. Servicenow provided us the possibility to interface with numerous different customers in different countries as well as third parties. 

How was the initial setup?

The setup was complex due to country dependencies and integrations.

What about the implementation team?

We deployed in-house.

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

Licensing model ServiceNow is expensive, so monitor actual use.

Which other solutions did I evaluate?

Yes, TOPdesk and BMC

What other advice do I have?

make sure you prepare your processes and workflow before implementation, choices made at the implementation stage are carried over into your actual work. The tool basically support all imaginable workflows, although this requires a high level of knowledge, customisation and  coding.

Which deployment model are you using for this solution?

Hybrid Cloud

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

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Anil  Rao
Vice President Delivery & Operations at Rezilyens
Real User
Top 5
Stable with good automation and reporting

Pros and Cons

  • "The solution has very good automation tools."
  • "The pricing of the solution could be better. It's a bit high."

What is our primary use case?

Multi Tenant, Scalable, Flexible and Stable

How has it helped my organization?

It has improved out response time to the client

What is most valuable?

The reporting is very good. 

The solution has very good automation tools.

The solution has been extremely stable so far. 

What needs improvement?

The need to improve their technical support services. 

Their dashboards are very, very basic. Maybe if they could develop some sort of very good fancy-looking, visible, graphical, visible kind of appearance. 

The pricing of the solution could be better. It's a bit high.

When we are monitoring, for example, a device, an S-Switch, we can create insights. We can segregate the LAN, and create a VLAN. When we create those VLANs, we should be able to monitor those VLANs. The same with storage systems. The LANs, through the cable space level, should be able to be monitored. 

For how long have I used the solution?

I've been working with the solution for eight or nine years so far. It's been almost a decade. I've used it for a while now. 

What do I think about the stability of the solution?

The stability is excellent. There are no bugs or glitches and it doesn't crash or freeze. I find it to be reliable. 

What do I think about the scalability of the solution?

The solution works very well for large enterprises. If you have a very, very big setup, it's an ideal option.

How are customer service and technical support?

Technical support could be better. We are not satisfied with the level of support they offer.

How would you rate customer service and technical support?

Positive

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

I've also worked with SolarWinds and ManageEngine. I prefer ServiceNow, as there's a lot of automation tools available in that and it's been a stable product. It's been in the market for a long time. It's got a good market reach also.

How was the initial setup?

Very Complex, 13 companies, 9 Towers, 17,000 devices

What about the implementation team?

First time we implemented it through Vendor and we took a training from the OEM and now we have a team to deploy the solution

What was our ROI?

Not calculated, but I would say 2 years we recover the cost 

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

Their pricing is relatively high. They are expensive.

Which other solutions did I evaluate?

Yes,

SolarWinds and ManageEngine

What other advice do I have?

We are not a partner or reseller. I'm a consultant. Before that, I have implemented the products. I've migrated a lot of products, a lot of systems. That's how I have an association with monitoring tools and service test tools.

I differently would recommend the solution if a company is a huge enterprise. For example, if you are maybe looking at more than some 10,000 or 20,000 devices. There should be a minimum of 10,000 devices or 15,000 devices. I would recommend ServiceNow for those setups. For data centers and other things, definitely I would recommend ServiceNow. I would not recommend SolarWinds or ManageEngine for these types of setups. I don't see that much capacity in them. 

I'd rate the solution at an eight out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud

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

Disclosure: My company has a business relationship with this vendor other than being a customer: Strategic Partner
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LS
Infrastructure Team Lead at a energy/utilities company with 5,001-10,000 employees
Real User
Numerous useful features, wide range of add-ons, and reliable

Pros and Cons

  • "There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
  • "In an upcoming release, there should be more administration tools."

What is our primary use case?

We use this solution for many things, such as ITFM, incident problem change, configuration, and vulnerability response.

What is most valuable?

There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities. Additionally, they provide a strong security suite with vulnerability, no-code integration, self-service options, and a virtual assistant. 

What needs improvement?

In an upcoming release, there should be more administration tools.

For how long have I used the solution?

I have been using this solution for six years.

What do I think about the stability of the solution?

The solution is very stable. However, we did have an outage once because their data center was potentially down.

What do I think about the scalability of the solution?

We have not had any issue with the scalability, it is very good. 

We have 17,000 users and out of those we currently have approximately 1200 active users using this solution.

How are customer service and technical support?

When we had an outage the technical support contacted us to let us know what was happening. They have an engineering level of support that is very good. 

They could do more follow-ups in relation to issues being resolved.

I would rate the technical support of ServiceNow an eight out of ten.

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

I am working for a large company and we were using another service provider before that was expensive and complex. I am not sure how many people are still using the old service we were using before because it is outdated compared to other solutions. ServiceNow has a lot more people supporting it, it is a lot easier to find developers, and it is a much more modern platform.

How was the initial setup?

The setup starts out easy but it can get complex quickly.

It is important to be prepared for yearly system updates. Normally your subscription will come with access to those new updates but you need to be ready to quickly update to the latest versions.

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

I have found the solution very expensive.

What other advice do I have?

My advice to others is to make sure they understanding what they are going to use ServiceNow for which is important. There are a lot of cheaper solutions that can do many tasks, such as tracking and work management, that might satisfy their needs better. With this solution, as your company scales up, you are going to need more people to support it. It is a very popular platform and requires a lot of configuration and development to make it useful to an organization. 

Everybody wants to customize the solution to make it fit their business model, which is what it is meant for. Even though they have no-code development tools within the platform, having well-skilled developers in your organization will help you move along smoothly. 

Having a team that can support the solution is important for success. Unless you have it outsourced, However, you will still have the governance aspect of it to oversee what the roadmap is.

I rate ServiceNow a nine out of ten.

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.
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