ServiceNow Valuable Features

System Architect at a pharma/biotech company with 1,001-5,000 employees
ServiceNow Discovery is very valuable. It does, however, come at a steep cost of time and effort to implement it correctly. Do not be fooled into thinking it will "just work." Discovery, within any platform, requires meticulous planning and management to have it work for you. No discover solution is ever the "silver bullet" either, so plan to have more than one discovery engine implemented to cover your enterprise. View full review »
IT Coordinator at a financial services firm with 1,001-5,000 employees
The most valuable feature is the flexibility of development for customization. For example, we are starting now to expand the tool for HR and some other departments. They need applications or processes to improve their tasks. For instance, right now we are discussing, with the Internal Risk team, creation of an application inside ServiceNow so they can open a ticket and follow all the steps according to their process. One of the nice things about ServiceNow is that, if you have your process, you can design the ticket and the form according to your process. That is very useful and can be done quickly. View full review »
Consultant at a consultancy with 10,001+ employees
* Request module * Orchestration * The PPM Module is pretty important in our organization The workflow is something we use on a day-to-day basis. It's pretty handy the way it is in ServiceNow. As our ServiceNow implementation focuses on Healthcare domain which is highly regulated , Hence we are unable to follow the full agile way to develop/implement application enhancement or new requirements , Hence we follow a hybrid delivery model where we have integrated following servicenow modules Demand-Requirement-agile Developement- Test Management -Defect Management- Change Managementto bring our releases/changes in a regular basis , enables us to practice CIP & also helps us in having an end to end tracebility. Also, in the Service Portal, use of Angular JS gives a very good look & feel & a lot can be done with OOB widgets - By modifying existing widget which is pretty simple, We can leverage a lot on top of it. Finally, I also like the architecture for collaborating between business logic and client interaction on our client interfaces. View full review »
Find out what your peers are saying about ServiceNow, BMC, Micro Focus and others in IT Service Management (ITSM). Updated: October 2019.
371,917 professionals have used our research since 2012.
Uzzawal Agrawal
Associate Director at a consultancy with 10,001+ employees
The main feature would be ITSM, as ServiceNow initially started with ITSM software. That is something which is important for all our customers. HR Case Management and Customer Service Management are two of the key areas which clients are also using. View full review »
David M. Colburn
Senior IT Service Management & ServiceNow Consultant at Independent
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 using frequent small-scope improvement releases (DevOps) has proven to be an effective approach for ensuring timely, lasting improvements to the core service management process. The traditional ITIL "gather all process requirements 1st" approach to tool design never worked well. In fact, organizations attempting this "Define all Process Requirements" approach would frequently customize the tool to be similar to the process/tool that they were replacing rather than adopting the proven ITSM best practices embedded in ServiceNow. This approach extends the time to value by limiting the focus on ensuring the critical process integration points that drive rapid quantifiable process improvements. With the right expert guidance facilitating the effectiveness of a strong executive sponsor to ensure the successful adoption of a true service-based culture, a SeviceNow implementation can drive quantifiable process improvements in three to six months in core processes, such as Incident, Problem, Change, Release, Knowledge, Asset and CFG management. With these core processes integrated and effectively automated, an IT organization is able to transform infrastructure monitoring activities into a true service-based and proactive Event Management capability. This in-turn drives rapid and sustained improvements to service Availability, Capacity, and Demand management processes. Quantifiable service levels may then be negotiated and aligned to meet actual business process requirements. Bottom line: ServiceNow has shattered the "Five years to a successful Service Management transformation" limitation. With the prerequisite guidance and sponsorship, measurable, and sustainable service level improvements, cost efficiencies can be achieved in 12 months or less! Note: * The importance of acquiring qualified an ITSM expert and their guidance can not be overemphasized. This is preferably to someone outside the current organizational culture. * The need for a skilled and charismatic executive sponsor is a proven success-critical requirement for rapid sustained improvements. The right leader will recognize the need for a compelling vision and formal sponsorship strategy for the entire IT leadership team, which they will be accountable for, will ensure the culture change from the traditional siloed infrastructure, and component management focused and heroic effort based culture to a true customer focused and service based culture. View full review »
Mir Razvi
Sr. ServiceNow Developer at a tech services company with 10,001+ employees
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 has been fantastic. There have been advancements in ServiceNow. It gives you all the APIs out-of-the-box and you can directly write code with them. View full review »
Vadim Tomkevich
Project Manager, Manager of ITSM Consulting Team at a tech vendor with 10,001+ employees
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 management, change of management, and knowledge management. In other cases, it can be something like an ITBM suite. Currently, we are implementing project management and Scaled Agile Framework for one of our customers. It actually has quite a wide list of modules and processes. View full review »
Technology Strategy & Architecture at a consultancy with 1,001-5,000 employees
One feature of ServiceNow that is important is the workflow engine. From my perspective, the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features. View full review »
Director of Channels and Alliances at a tech vendor with 11-50 employees
The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version. The features continue to improve. We get new features and we can choose to turn them on or not, but we're always getting them. That is part of the program. View full review »
Sridhar Babu
Senior Software Engineer at a tech services company with 10,001+ employees
I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer. These all look like features at the configuration level. But in Remedy, there is coding to do, while here it's just a drag-and-drop. I found that very useful. Also, the Client scripts are simpler when you compare with Remedy. And finally, the upgrades. The upgrade in Remedy is a project. But here, it is zero downtime for any code changes in an upgrade. These are all things which really are advantages ServiceNow. View full review »
Dele Fakinlede
IT Systems Analyst Lead with 10,001+ employees
I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving, the types of incidents that come in. It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide. View full review »
Khem Raj Kashyap
Senior Technical Lead at a comms service provider with 1,001-5,000 employees
Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow. View full review »
Idan Harel
Managing Director at a tech services company with 51-200 employees
* Your selected platform, for managing and consolidate ITIL Processes, HR, PPM, CSM, and any new enterprise app you want to build on the platform. * Set of pre-built ITIL processes as well as a platform that can be used to build a variety of custom business applications. * The process flexibility - it's very easy to customize and build off of. * Easy to integrate with third party applications. * Customized Dashboard as per user requirement. View full review »
Konstantinos Kourtidis
Systems Analyst at a energy/utilities company with 11-50 employees
We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other. View full review »
Sai Geetha Dasariraju
ServiceNow Developer with 501-1,000 employees
Year after year they have implemented more functionalities and come out with more enhancements, as well as new modules. View full review »
IT Security Consultant and Platform Architect at a pharma/biotech company with 10,001+ employees
I don't think any of the features are important. I'm not really a ServiceNow fan. View full review »
Assistant Vice President at a financial services firm with 10,001+ employees
The ability to link different types of records with each other. View full review »
Gordon E Braun-Woodbury
Marketing Operations practice leader at a legal firm with 1-10 employees
* Ability to configure a service catalog with defined SLAs. * Single window for all work requests. * Ability to bundle various deliverables into a single project work request. View full review »
Troy McL
National IT Asset Management Lead at a consultancy with 10,001+ employees
The value of features has changed with each release. Initially I was impressed with the automation capability. Now, the look and feel is a valuable benefit for adoption. The most recent addition of SAM Premium is a game changer for many organizations. View full review »
Business Lead at a manufacturing company with 10,001+ employees
This solution is a single-storage for our user community to submit help desk tickets. View full review »
Jordan Little
User at a consultancy with 10,001+ employees
Oracle and Microsoft license software catalog. View full review »
Managing Director at a tech services company with 10,001+ employees
It has an excellent capability to integrate different access points. It is very user-friendly, too. View full review »
Find out what your peers are saying about ServiceNow, BMC, Micro Focus and others in IT Service Management (ITSM). Updated: October 2019.
371,917 professionals have used our research since 2012.
Sign Up with Email