ServiceNow Room for Improvement

System Architect at a pharma/biotech company with 1,001-5,000 employees
Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential. Microsoft has caused some issues recently with its decision to move away from SNMP and WMI in favor of PowerShell management. ServiceNow will need to make changes to move away from these deprecated services and to discover these devices. Discovery engines universally rely upon SNMP to detect, at least at an initial level, what type of device they are talking to. Without SNMP, some other platform will need to advertise the device and its capabilities. Most applications offer API (ideally REST-based) connectivity and ServiceNow should expand upon its use of these connections. View full review »
IT Coordinator at a financial services firm with 1,001-5,000 employees
There's one that I would like to see improved to reduce the cost of our ServiceNow, related to the resetting and unblocking of passwords for users who forget their passwords. We had a conversation about this with ServiceNow. We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need. In conversations with other companies that have a similar profile to ours, they complained about the same thing: "Why should I have to buy a minimum number of password resets, when that amount is much more than I need?" They should have some kind of scaling of the reset package, like zero to 100, 101 to 300, etc. That would be a little bit more useful for us. That package is very expensive. It's more expensive than if I were to have someone in-house who was dedicated to doing those tasks. View full review »
Consultant at a consultancy with 10,001+ employees
For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration. That is one area for improvement. Apart from that, initially, we struggled with financial forecasting and financial management in the PPM module. That needs improvement along with the IntegrationHub which came out in a recent release. It's still in its initial stages. That could grow into a more solid solution that could be more helpful. View full review »
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
430,376 professionals have used our research since 2012.
Uzzawal Agrawal
Associate Director at a consultancy with 10,001+ employees
HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module. View full review »
Mir Razvi
Sr. ServiceNow Developer at a tech services company with 10,001+ employees
There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great. Also, the first time we looked at the Service Portal, it was quite hard to understand its interface. People were looking for things, like the email functionality in Service Portal. That was not available and there were other things in Service Portal that were not up to the mark. View full review »
Vadim Tomkevich
Project Manager, Manager of ITSM Consulting Team at a tech vendor with 10,001+ employees
There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon. View full review »
Technology Strategy & Architecture at a consultancy with 1,001-5,000 employees
ServiceNow is divided up into a lot of modules, so I'll give an example, instead of going into every single module. For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow. There is a real opportunity to present, in a centralized way, some form of universal work list, to give better ideas around demand and supply of resources, and then help prioritize that work. The only other thing that I'd say about ServiceNow, in general, is commercially related around licensing, and it's a big inhibitor for a lot of our customers, especially those who are innovators on the platform. I've got a couple of really good example clients where they are limited in what they can do with the product. If they were to do what they wanted to do, the licensing that would come about, from a platform runtime licensing perspective, would mean it wouldn't have the same value proposition. An improvement area, to summarize, would be better licensing for when clients are trying to be innovative on the platform. View full review »
Vinod Kanna
Software Development Manager & UX / UI enthusiast at Accelya World SLU
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. View full review »
Practice Manager, Automation & Orchestration at a tech services company with 5,001-10,000 employees
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. View full review »
Director of Channels and Alliances at a tech vendor with 11-50 employees
Some enhancements to the self-service platform would be helpful. That part is still a little barebone. There are some things that they could do better that we have suggested to them. Also, the mobile app is not bad, but it's limited. They are going to be working on that, I'm sure, over the years. View full review »
Director at a tech vendor with 1,001-5,000 employees
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. View full review »
Sridhar Babu
Senior Software Engineer at a tech services company with 10,001+ employees
Earlier, ServiceNow had the ability where you could build your own UI. The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding, but the standard UI is not that good when compared to Remedy's UI. When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user. These are some of the ways ServiceNow could improve the UI, out-of-the-box. View full review »
Roland Zuurveld
Senior Consultant at Sequal IT
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. View full review »
Dele Fakinlede
IT Systems Analyst Lead with 10,001+ employees
I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly within ServiceNow, like an instant-messaging type of feature, that would be great. Another nice feature would be a way to easily to assign tickets and incidents to the techs who will be working on them. That could be better. Other than that, the system seems to be working just fine. View full review »
IT Service Manager at a financial services firm with 1,001-5,000 employees
I find some features are difficult to use. For example, the creation of service catalog forms. Creating service catalog forms could be made easier. In the next release, I would like to see some of the features and processes made to be simpler to use. For example, creating the service catalog forms, doing the CMDB, and integration with other systems have to be made easier to use. View full review »
Khem Raj Kashyap
Senior Technical Lead at a comms service provider with 1,001-5,000 employees
Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow. View full review »
Idan Harel
Managing Director at a tech services company with 51-200 employees
It's missing monitoring capabilities. View full review »
Sai Geetha Dasariraju
ServiceNow Developer with 501-1,000 employees
The Service Portal could be improved. There are some things in it which are somewhat difficult for me to understand. View full review »
IT Security Consultant and Platform Architect at a pharma/biotech company with 10,001+ employees
It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved. View full review »
Assistant Vice President at a financial services firm with 10,001+ employees
* The ability to embed help information onto the screens. * The scalability needs improvement. View full review »
Business Lead at a manufacturing company with 10,001+ employees
I do not like the user interface. I would like to see a more streamlined process to assign tickets to support people. View full review »
Jeffrey Goudsmith
Consultant at Sequal IT
Transparency in the pricing model needs to be improved. View full review »
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
430,376 professionals have used our research since 2012.