ServiceNow Archived Reviews (More than two years old)

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Vendor
Global Command Center Analyst at AstraZeneca
Mar 22 2017

What is most valuable?

Reporting Incident Configuration Visual Task Boards Scheduling Evanios Operations Easy integration Customized Dashboard as per user requirement

How has it helped my organization?

Scheduling reports has decreased manual effort. Integration is possible with almost all monitoring tools and auto-ticketing functions properly.

What needs improvement?

A duplicate ticket option should be enabled - this feature can help to take the same information from a close incident thus decreasing manual time.

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

In my previous organisation we used LanDesk which used to have less options. Hence switched to ServiceNow.

Which other solutions did I evaluate?

No others were evaluated.
Consultant
ITSM Consultant at a tech services company with 1,001-5,000 employees
Nov 30 2016

What is most valuable?

ServiceNow is a really great platform. What I like about it is the integration capabilities. We use this a lot with our customers, integrating different systems with their suppliers, and that saves a lot of time. Besides this, the platform opens up a lot of possibilities. We mostly use the ITIL… more»

How has it helped my organization?

With the ITSM solution, you kind of have chaos. You can really tackle that with the solution. You have standardized processes and you get rid of the chaos to be more organized. When you're more organized, the company gets more efficient and you get the job done. The system's more reliable, so the… more»

What needs improvement?

I would like an IoT integration. At the hackathon there was a team working with Amazon buttons with a battery inside. You push it, and you will trigger a request. You can put it next to a coffee maker. If there's an issue, press it. Or integrate a whole different kind of sensor with ServiceNow. You… more»

What other advice do I have?

The time for go live is really short. You can get it up and running in a fast time compared to other solutions. That's definitely a plus. I think you should have your processes sorted out before you start implementing, or at least make decisions. You can always improve your process afterward. But… more»
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
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Consultant
Senior Specialist at a tech services company with 10,001+ employees
Nov 27 2016

What do you think of ServiceNow?

What is most valuable?

Highly Customizable, Easy to integrate with third party applications, Configurable with little knowledge, Appealing UI, Automates processes.

How has it helped my organization?

By automating processes it has increased efficiency and productivity. As it was easy to understand customers easily adopted it.

What needs improvement?

A global search should be present OOB which can locate anything in the system like any piece of code or any sys id or any record so that we don't have to goto to each module for searching it.

For how long have I used the solution?

More than 4 years.

What was my experience with deployment of the solution?

No.

What do I think about the stability of the solution?

No. Very stable.

What do I think about the scalability of the

Consultant
Business Intelligence Analyst & Developer at a tech services company with 10,001+ employees
Nov 21 2016

What is most valuable?

ServiceNow gives you the opportunity to customize your portal according to your needs using the most recent frameworks such as bootstrap, AngularJS, jQuery, etc., or to simply code HTML tags or JavaScript. It contains some internal programming language, Glide, which is quite similar to normal… more»

How has it helped my organization?

* Optimisation of service delivery across the supply chain. * Better reliability and quality of service. * Improved customer satisfaction and relationships. * Our IT homepage improved how we order products internally, making it smooth.

What needs improvement?

The Project Management with Resource Management feature is an area with room for improvement. The timecard are not being considered when a resource is working on two projects and contains vacations or out of office days. The reports should be a lot better; maybe it could use SAP BusinessObjects… more»

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

We previously used BMC ARS. We switched because it has helped to reduce operational IT costs by 30-50%.
Vendor
Sr. Enterprise Service Management Platform Analyst at a insurance company with 1,001-5,000 employees
Jun 17 2016

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

Our company is basically a group of companies, it's not just one company, so our IT infrastructure and department and the way we operate is very fragmented. One of our goals is to combine them into one enterprise. We are actually using about 26 different ITSM tools and we are in the process of eliminating them all. Over the past two years we have been able to get rid of five of them, and we're continually working towards off-lining the rest as well. The biggest one that we currently use is Maximal, I believe IBM uses that, that's who we deal with, and it's still there.

What other advice do I have?

I would advise you to stay out of the box as much as possible. I know it is very difficult to do that, but if you stay out of the box and go with minimum customization it would be the best, because when you upgrade to the next version, our next release or example, we will encounter issues if you have customized it, and you'll have to fix that. Also as far as testing goes, try to automate it. Because that's right now a challenge for us, a regression test.
Vendor
IT Consultant - SNOW at a energy/utilities company with 10,001+ employees
May 17 2016

What is most valuable?

* Change * Incident * Service Catalog * Configuration Management * Project Portfolio Management * Knowledge Base

How has it helped my organization?

* Improved the globalization of processes and around the clock service delivery to our customers * Automated repetitive tasks and shifted left simple tasks to the service desk

What needs improvement?

* Lots of customizations can lead to breaking the system when moving to another release. This should be managed better by ServiceNow * UI can be busy and complicated for non-IT users * Difficulty in debugging and testing code output

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

We used a different product, and switched because it was easier to set up and customize to the needs of our business compared to its competition.
Vendor
Lead Software Engineer at a tech vendor with 10,001+ employees
Dec 18 2015

What do you think of ServiceNow?

Valuable Features

ServiceNow comes as a set of pre-built ITIL processes as well as a platform that can be used to build a variety of custom business applications.

Room for Improvement

Even though there is a huge freedom in what you can customize, there are still plenty of areas for improvement regarding non-documented APIs and hard-coded functionality.

Use of Solution

We've been using the solution since 2014 (Eureka version).

Deployment Issues

No, deployment is very smooth and your production instance will be up and running in no time.

Stability Issues

There were a couple of issues on ServiceNow side which were promptly addressed by ServiceNow support.

Customer Service and Technical Support

I would say there is a lot of room for improvement when it comes to…
Vendor
ServiceNow Developer / Systems Administrator at a energy/utilities company with 1,001-5,000 employees
Dec 16 2015

What is most valuable?

It gives us the power to customize any aspect of the solution. They've created a tool that creates itself and give you the keys to spin the tires.

How has it helped my organization?

Since implementing ServiceNow, we’ve been able to stop our personnel count from growing. When our company had to go through a restructuring and 10% reduction in workforce, we were able to use ServiceNow to pick up the slack and automate… more»

What needs improvement?

Instead of adding more and more modules in every version, I wish they would work on streamlining the underlying functions/methods and update the Wiki with all the inputs, outputs, etc. so that new developers can more easily find their way… more»

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

When negotiating licensing, just remember that 'Process Users' are more than twice as expensive as 'CreateNow Users', so if you are comfortable building your own apps instead of using ServiceNows, you can save a lot of money with 'CreateNow… more»

What other advice do I have?

It's great, but there's always room for improvement. We are pretty good friends with our reps since their office is right down the street and we get invited to hangout with them quite often.

What is ServiceNow?

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

ServiceNow customers

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

 

 

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