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ServiceNow OverviewUNIXBusinessApplication

ServiceNow is the #1 ranked solution in our list of top Help Desk Software. It is most often compared to BMC Helix ITSM: ServiceNow vs BMC Helix ITSM

What is ServiceNow?

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

IT Central Station users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

ServiceNow Buyer's Guide

Download the ServiceNow Buyer's Guide including reviews and more. Updated: September 2021

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

 

 

ServiceNow Video

Archived ServiceNow Reviews (more than two years old)

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SH
Business Lead at a manufacturing company with 10,001+ employees
Real User
Provides a stable help desk system but needs a more streamlined process to assign tickets

What is our primary use case?

This solution is our help desk system.

What is most valuable?

This solution is a single-storage for our user community to submit help desk tickets.

What needs improvement?

I do not like the user interface. I would like to see a more streamlined process to assign tickets to support people.

What do I think about the stability of the solution?

This solution seems stable.

What do I think about the scalability of the solution?

I think that it is scalable, although I think that there is room for improvement.

How was the initial setup?

I thought that the initial setup was complex. I didn't like the design that was given to us and we had very little say on how we could customize it.

What about the implementation team?

We implemented the…

What is our primary use case?

This solution is our help desk system.

What is most valuable?

This solution is a single-storage for our user community to submit help desk tickets.

What needs improvement?

I do not like the user interface.

I would like to see a more streamlined process to assign tickets to support people.

What do I think about the stability of the solution?

This solution seems stable.

What do I think about the scalability of the solution?

I think that it is scalable, although I think that there is room for improvement.

How was the initial setup?

I thought that the initial setup was complex.

I didn't like the design that was given to us and we had very little say on how we could customize it.

What about the implementation team?

We implemented the solution in-house.

What other advice do I have?

My overall impression is that this solution is slightly above-average. My advice is to make sure that this product meets your needs before you buy it.

I would rate this solution a six out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
Idan Harel
Managing Director at a tech services company with 51-200 employees
Consultant
One stop shop – all requests for support, new items, changes and anything else can be done in the portal, flexibility of service – requests can be done directly from the portal.​

Pros and Cons

  • "Easy to integrate with third-party applications."
  • "It's missing monitoring capabilities."

How has it helped my organization?

One stop shop: All requests for support, new items, changes and anything else can be done in the portal, flexibility of service. Requests can be done directly from the portal.

What is most valuable?

  • 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.

What needs improvement?

It's missing monitoring capabilities.

What do I think about the stability of the solution?

Stability is assured by the vendor. No issues found so far.

What do I think about the scalability of the solution?

Easily scalable as the vendor assumes availability at all times.

How are customer service and technical support?

Quick, friendly, and efficiently responsive customer support.

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

Compared to other ITSM platforms, ServiceNow is by far the most agile, robust, and scalable platform.

How was the initial setup?

It was very straightforward and to the point, since it's very intuitive and easy to deploy.

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

The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.

What other advice do I have?

Integrations: ServiceNow is an open platform that come with out of the box integrations API, but if you really want a deep business process integrations of ServiceNow with JIRA, Salesforce, Microfocus, BMC and others, we recommend https://www.zigiwave.com  read more in the blog post here: https://zigiwave.com/how-to-integrate-jira-servicenow-in-less-than-2-minutes/


Disclosure: My company has a business relationship with this vendor other than being a customer:
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: September 2021.
541,108 professionals have used our research since 2012.
ITCS user
Consultant at a consultancy with 10,001+ employees
Real User
We are able to significantly leverage the widget concept in the Service Portal

Pros and Cons

  • "In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
  • "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."

What is our primary use case?

We use it for ITSM and ITBM.

How has it helped my organization?

The area where we have benefited a lot is that, initially, it was very difficult to have end-to-end visibility into what was happening. We didn't have any kind of top-down or bottom-up approach to CMDB and ITSM processes across it. We were able to establish that with ServiceNow. Our other ITSM models are pretty dependent on CMDB elements, so that gives an overall picture of what is happening and where it is happening.

What is most valuable?

  • 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.

What needs improvement?

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.

For how long have I used the solution?

Three to five years.

What do I think about the stability of the solution?

It's pretty much a stable product.

What do I think about the scalability of the solution?

It has good scalability.

There is a version upgrade every year, which ServiceNnow pushes, so it remains pretty scalable if you remain pretty close to out-of-the-box. It becomes less scalable if you go in a direction where you want to use ServiceNow as the platform and build your own solution with complex logic behind it. Then, that's an issue.

How are customer service and technical support?

I would rate the support they provide us, at above three out of five. If they do not come up with a solution or our request is out of the scope of their support, they do help us with a direction for how to get it done.

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

To start with, we wanted a global planning platform for all our ITSM activity, throughout the business, for internal IT. That's the reason we started migrating ITSM from different groups to ServiceNow. We did some homework on that, such as what was the market position of ServiceNow and how we could integrate with other third-party applications. After doing that analysis we came up with the ServiceNow as our option.

How was the initial setup?

The setup, on a technical basis, was not that difficult. But if I want to involve different businesses into using change management, it becomes a challenge to understand the process and implement it on a platform which is standard for everyone. So it's not really the technical aspect, it's more the procedural aspect.

It took us about eight months to roll out ITSM. But after that, we have had other instances where we use a custom solution, out-of-scope applications for our customer service area, and we were able to implement it within three months.

What about the implementation team?

Initially, the deployment was done by a solution partner and, to be honest, they came up with some functions that activated a lot of things which were not needed. But at that moment, it was very necessary for us to quickly jump into the ITSM module and make it available for everyone.

Later on, we realized that there were many things implemented which were not needed. Many approaches were customized but were not required. For example, Incidents is the table where we are currently doing requests, and that was introduced by the solution partner. But when we involved request-management with Incidents, we somehow missed out on a lot of process automation. There is a powerful workflow with this solution and you can do a lot of process automation, depending on different services. 

Which other solutions did I evaluate?

We looked at 

What other advice do I have?

You can get the most out of ServiceNow if you align your processes more towards the out-of-the-box solution, and not over-customize it to create a solution.

We have 3,000 users hosted on it but not everyone has write-access to the system. There are users who are end users who get Portal access to manage their tasks. Apart from that, there are a few fulfillers who are using the write-access: the support staff, such as the change manager or change coordinator. And then we have admins.

In terms of extent of use, currently, we have more than one instance of ServiceNow. We have three different instances for three different areas, and they have their own sets of uses.

Maintenance is mostly outsourced to a vendor who provides elemental and entry support. We are keeping more of the architectural and solution-designing work in-house.

I would rate ServiceNow at eight out of ten. It could be a ten if we had a more central way of connecting ServiceNow with different systems. They have taken initiative with the IntegrationHub and I'm really looking forward to that. Also, virtual assistance is something that has started, but we have so many requirements regarding intelligent agents being integrated with it. I'm looking forward to that. If ServiceNow rolled those solutions into it, it would enhance our end-user experience and I could probably rate it a ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
it_user525477
Associate Director at a consultancy with 10,001+ employees
Real User
HR Case Management and Customer Service Management are key areas for our clients

Pros and Cons

  • "HR Case Management and Customer Service Management are two of the key areas which clients are using."
  • "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."

What is our primary use case?

We are consultants. We use ServiceNow to develop ideas and solutions for our customers.

How has it helped my organization?

It has definitely improved operations at the customer end. There are some key metrics which users have wanted and they are able to achieve them through ServiceNow solutions.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

More than five years.

What do I think about the stability of the solution?

The stability is really good. As I mentioned earlier, the HR area has a lot of room for improvement in terms of stability. We are trying to customize a lot of things. But overall, in terms of being a stable solution, that is what comes from ServiceNow.

What do I think about the scalability of the solution?

I would rate scalability very high, compared to competitive tools. It is highly scalable.

If we implement it for large enterprises they could have 10,000-plus end users. We have implemented it for small organizations as well, where they have just 1,000 end users.

How are customer service and technical support?

Out of ten, I would rate technical support at seven. Sometimes, it seems to me that even though we are looking for a simple solution, if something has to be customized, ServiceNow technical support doesn't look at it and they simply say that we have to go with Professional Services. They won't look at any custom script or any custom implementation. Where we have done a small customization to something out-of-the-box, even in those cases there are times when ServiceNow is not able to support us.

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

Before ServiceNow, I had worked with BMC Remedy and worked with and compared Micro Focus Service Manager vs ServiceNow. We switched our services because ServiceNow is really easy to configure and it's a cloud tool. In terms of the performance and the implementation, it is really easy to configure.

How was the initial setup?

From an initial setup perspective, it is very simple. That is why ServiceNow is the market trend, compared to Remedy or compared to HPE tools. It has already captured close to 60 or 70 percent of the market. The initial setup is really very user-friendly and very easy to set up in customer environments. Just drag and drop. You really don't need any technical skillset to deploy ServiceNow at customer sites.

Deployment time depends on what a customer is trying to implement, for example, the number of modules. If a customer is going with the basic ITSM module, it does not take more than two to three months to implement that complete ITSM suite.

In terms of implementation strategy, first we try to go with the out-of-the-box features and try to follow ServiceNow guided setups, which are available on the ServiceNow Wiki. A lot of information is there. We can blindly follow that for the initial setup and for the configuration.

The staff required for deployment and maintenance depend on the customer's requirements. If the requirements are really complex and they want a custom solution, then the timelines and the staff increase, based on that. There's no standard staffing, as such, in terms of implementation. It completely depends on the complexity of the requirements and, obviously, the size of the requirements.

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

Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers.

The licensing is changing drastically. Especially for the Orchestration piece and the HR piece, the pricing is pretty high. Initially, when ServiceNow started, the licensing was very nominal and that's why customers adopted the tool. But now, in terms of replacing other tools with ServiceNow, they could probably work on the licensing part. Doing so will obviously increase the ServiceNow market and customers will start using it for that.

Which other solutions did I evaluate?

We directly migrated from Remedy to ServiceNow because of the growing market for ServiceNow vs Remedy. We got quite good feedback from some of our competitors and customers that ServiceNow is really good in terms of its integrations. In 2011 we called ServiceNow to demo the product. They came to our organization and we had the demo and we really liked the tool. Then we switched over to ServiceNow.

What other advice do I have?

The configuration is very simple. I would definitely recommend it from a maintenance perspective and from a scalability perspective. It is a really good tool. You can replace your existing Remedy or HPSM with ServiceNow.

Regarding how extensively the solution is being used, it's no longer just an ITSM product. It's a platform, as such. Customers have started moving all their custom applications - in addition to ITSM, their non-ITSM - to the product. They've started building everything on ServiceNow. Slowly, customers are liking the tool and they are very happy to move everything onto ServiceNow.

I rate ServiceNow at eight out of ten. For the two missing points, as I mentioned, there are some new modules which need a lot of improvement. The HR Service Management is not very straightforward right now, in terms of the security rules. We have to spend a lot of time implementing the HR module. It is not really simple the way it is with the ITSM modules.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner.
SeanHook
System Architect at a pharma/biotech company with 1,001-5,000 employees
Real User
Popular
Discovery has reduced the time to build/deploy devices within our environment

Pros and Cons

  • "Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device."
  • "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."

What is our primary use case?

We use it for ITIL/ITOM catalog of services. ServiceNow is the CMDB for our organization, and we use the Discovery, Incident Management, Change and Project Management tools within ServiceNow to keep a centralized view of our enterprise. We have recently begun implementing the Governance and Risk (GRC) features as well.

How has it helped my organization?

Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device. Discovery is the first piece in the CMDB chain for our organization, making sure that the device appears in the CMDB before it is needed (for, say, a change request).

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

The SaaS platform has been very reliable. ServiceNow has been one of the few SaaS solutions that we have chosen that has not had major issues. The agility to provide test/dev instances, and the seamless access provided by their support team, have been essential in allowing us to work with the solution.

What do I think about the scalability of the solution?

As designed, the solution is incredibly scalable. It is possible for a customer to create logic, processes, or other rules that will hinder or limit this scalability, but that is not the fault of the platform. Having a knowledgeable staff and/or partner will reap huge dividends in the scale of the implementation.

How are customer service and technical support?

Technical support is very good. Like in any support organization, there can be technicians who do not meet your requirements, but the vast majority of the ServiceNow support engineers have been helpful. As a side note, support is delivered via predominately Indian personnel. This is common in the IT industry, but we have seen it almost exclusively with ServiceNow support.

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

We used the CMDB that is offered within the product that we make/sell ourselves (Plex Online). It was not designed to meet the needs of a software company and we took the opportunity to move to something that was a better fit.

How was the initial setup?

The initial setup was incredibly complex. I would pity any customer who decided to self-implement ServiceNow, unless they have experienced, dedicated staff for the length of the implementation. I was largely dedicated to the implementation of the CMDB, Event, Incident, and Discovery pieces of our implementation, with the help of an outside consulting firm, and it still took up a massive amount of my time to implement.

Many parts of the ServiceNow solution do work out-of-the-box. Being flexible also means being complex. Rarely can you just apply a change to all areas or systems. Screens (or forms) are unique to just about every part of the system, so if you want a uniform look and feel you will need to touch a lot of places.

Even if you do not think you will need an on-staff ServiceNow developer, you will want one. Many of the changes to the system are too involved for a standard admin to make (confidently) and there will be no shortage of ongoing work to keep this person (or persons) employed full-time.

We deployed in stages, bringing certain modules online as we were satisfied with the functionality. We are truly still implementing. The core of the system necessary for day-to-day operations was deployed in about one year. But changes and features are still being implemented. We continue to add and subtract from the system as we use it and as ServiceNow offers new or enhanced functionality. We also continue to develop integrations with other business systems.

In terms of our implementation strategy, we took on the system in phases. CMDB was first. This was perceived as necessary for all other functions for our organization since we are using it for ITIL/ITOM. The CMDB was manually populated and maintained at first, while Discovery was implemented. Project came next, along with Time Tracking. After that was Incident, Problem, and Change.

We kept to an Agile deployment methodology focusing on the small pieces needed to keep moving the larger whole along. Customization was kept to a minimum (where possible).

We did use a third-party service provider but it did not go well. I still could not imagine attempting to do it without them, but two years later, we are still replacing much of the work they did. There is a cautionary tale here of not going with the lowest bid.

The biggest failure on the part of our partner was with Discovery. They did not have the depth of knowledge necessary to get this delivered on time or, in fact, working in general. The level of effort needed to implement Discovery, in the end, dwarfed the rest of the platform. The partner absorbed the cost since they failed to understand exactly what it would take to deliver.

What was our ROI?

We have not done an actual ROI evaluation at this point. We determined that it was necessary from a business standpoint to change to a scalable SaaS solution and ROI was not necessary as part of the project scope. I believe that through Discovery and Automation we could likely create an ROI case. In other aspects, systems like Change and Incident may have introduced some toil to our process, but this may eventually become less of an issue as we continue to refine our process.

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

Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.

Which other solutions did I evaluate?

We evaluated Service Cloud and ScienceLogic. ServiceNow really seemed to have the most complete offering.

What other advice do I have?

If you plan on using Discovery, double whatever hours/manpower/money you had planned that it would cost. Do not let sales convince you that any part of the system "just works." You will ultimately end up modifying absolutely everything. Definitely look at using a reputable partner for implementation, unless you have a dedicated knowledgeable staff of ServiceNow users who have done it before (and not who just went through training).

We have 60 users for ITIL. We have provided limited access to our development and external management users.

For maintenance, we have two full-time employees. One is a dedicated ServiceNow developer tasked with customization and managing version upgrades. The other maintains the CMDB and Discovery process. I could see adding one more of each.

Deployment was an entire team effort, with different teams championing different modules of the application. At any given time, there were ten to 15 internal employees working on implementation with the assistance of five partner resources.

ServiceNow manages and maintains our ITOM/ITIL daily operations. It is a core piece of our environment that will only continue to grow. We have thought about removing the ITOM piece as we have not been able to implement or leverage it as we had initially planned, but we are still working on understanding what other tools we would need to replace the features and functionality. The primary limit we have on increasing usage across our company is the cost to license ITIL users.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
it_user579798
Senior Software Engineer at a tech services company with 10,001+ employees
Consultant
Scripted REST APIs and Flow Designer are easier and Client scripts are simpler

Pros and Cons

  • "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... The Client scripts are simpler when you compare with Remedy."
  • "The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
  • "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."

What is our primary use case?

We are trying to bring some ServiceNow projects to our team. We are trying to upgrade our ServiceNow knowledge by learning the modules and building our own application. We are presenting the application that we develop to our management. We can then market ourselves, showing that we have some ServiceNow capabilities so that we get some ServiceNow projects.

We have used almost all the features of ServiceNow within this application. Almost all the reports, data evaluation, dashboards, widgets, all the workflow-related stuff, integrations, etc. We have used each ServiceNow topic in this application.

How has it helped my organization?

We are building an application, as I mentioned. We are trying to build an Agile management application where we can track Agile projects, along with some traditional processes. We were able to build that tool in a controlled and better way in ServiceNow, when compared to Remedy. We can provide this application to our company for different projects.

For that, they will have to buy the ServiceNow instance. That is our aim. Once they start buying the ServiceNow instance, ultimately, we'll be getting our own support ID, so that we'll be able to work with ServiceNow very closely and become full-fledged, ourselves, on ServiceNow.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

Less than one year.

What do I think about the stability of the solution?

Currently it's stable.

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

Many customers are choosing ServiceNow as their ITSM product and that is the reason we are planning to switch. ServiceNow is the trending tool for ITSM. Many customers have been migrating from Remedy to ServiceNow.

Which other solutions did I evaluate?

I have training on Cherwell which can be used as an ITSM software tool. Demand for Cherwell is very limited.

What other advice do I have?

ServiceNow is a very good tool. The one challenge is that it involves scripting. Many things can be done through configuration and that is a very good part of ServiceNow. If you have some basic scripting knowledge, you can build your own application which can be used at any company or organization.

Considering the issues which I mentioned earlier related to the UI and the reference fields, out of ten I would rate ServiceNow an eight. To make it a ten they would have to come up with a better way of implementing UI.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
KK
Senior Technical Lead at a comms service provider with 1,001-5,000 employees
Real User
The overall simplicity and ease of use are advantages

Pros and Cons

  • "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."
  • "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."

What is our primary use case?

We use it for ticketing.

How has it helped my organization?

We haven't been using it long enough for me to say how it has improved our organization.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

Less than one year.

What do I think about the stability of the solution?

I haven't found many stability issues in this tool. The uptime is relatively good.

What do I think about the scalability of the solution?

Scalability is not a big issue for this tool. It's good.

How are customer service and technical support?

Technical support is an eight out of ten.

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

I was not part of the team or a decision maker for using this tool. I am an end user. It was purchased by our organization.

Which other solutions did I evaluate?

Other tools I have used and evaluated are BMC Remedy vs ServiceNow and Micro Focus Service Manager vs ServiceNow.

What other advice do I have?

I would recommend looking into all aspects of ticketing tools and I would advise people to use BMC Remedy because of the scalability and the features available. If you are not very technical then I would recommend ServiceNow.

Most of the users of ServiceNow in our company are Level 1 and Level 2 engineers, and some of them are problem managers. We have more than 200 people using the tool.

I would rate ServiceNow at eight out of ten. The two points off are for some features which are not there in Change Management and in the ITSM software. The rating is as high as it is because of its simplicity and ease of use.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
Vadim Tomkevich
Project Manager, Manager of ITSM Consulting Team at a computer software company with 10,001+ employees
Real User
Top 10
Allows us to implement a wide variety of processes for clients, including Scaled Agile Framework

Pros and Cons

  • "It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
  • "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."

What is our primary use case?

We are an integrator. We help our clients to implement ServiceNow for their companies.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

The solution is quite stable. It's actually a big platform with a lot of plugins and a lot of things being introduced in each version. Sometimes there is not enough information about releases. For example, right now we have an issue understanding what the roadmap is for the Scaled Agile Framework.

What do I think about the scalability of the solution?

It's very scalable. It's good, really good. I have experience working with other IT solutions like HPE/Micro Focus, and ServiceNow, in this regard, is all in the cloud. There are no issues thinking about the physical infrastructure. So it's very good.

Sometimes it limits you. For example, in CIS, they had a lot of issues working with a SaaS, but generally it is good.

How is customer service and technical support?

I haven't had a chance to check technical support myself, but my colleagues say it could be faster. But in comparison to my previous experience with HPE/Micro Focus, ServiceNow is the same. It's good but it could be better.

How was the initial setup?

When I was first assigned to this position and added to the team, and entered the ServiceNow world, this product and its use for clients were already ongoing. It was not new to the other members of the team. I was the newbie here. I checked out some training materials and I had some previous experience in the ITSM world. I just onboarded and started playing this role. It was pretty simple for me personally.

For the company, I can't comment on the initial setup because ServiceNow was here before me.

For the particular client we're working on, I joined the project last summer and it finished this summer. Before that, it had been ongoing for a year or year-and-a-half. But it was a big implementation, ten or 12 modules implemented.

In terms of the implementation strategy, there is most often a need in the client's company and they ask us to do a preliminary assessment and some onsite discovery. After the discovery, we build a prototype and finish the requirements-gathering. Then comes the implementation part which is mostly done through an Agile approach. After that there is testing on our side and user-acceptance testing on the client's side. Finally, it is released.

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

Speaking in light of my previous experience with HPE, at that time, around 2012 or so, if ServiceNow was a bit cheaper it would have had a good chance of our company choosing it at that time.

Now, ServiceNow is a leader and its pricing is quite good, quite competitive. If it were cheaper it would probably be better in this market niche.

Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.

Which other solutions did I evaluate?

Long ago, when our company itself was choosing a platform, a solution for the company to support, there was a big analysis effort and investigation of what was on the market. Back then we chose HPE. But that was really long ago and it's not relevant to my activities and my experience currently.

What other advice do I have?

My advice would be not to try to implement it by yourself. You could spend a lot of time without any considerable outcome.

We have ten clients right now and some of them have 1,000 users, all together. They have 20 to 50 engineers.

Deployment and maintenance on the client's size and their requirements: how quickly they want the implementation done, and on how many people create tickets, etc. The basic team is five to seven people who implement Service Now. For support of the solution, it's a maximum of three to five people.

I would rate ServiceNow at about nine out of ten. One of the things to be improved is their transparency in working with partners. Being a partner of ServiceNow, sometimes it's not clear how we should check for new updates; for example, this Scaled Agile Framework, etc. Working with HPE was more transparent for me. I had good communication points to address questions, not on the support level but on a higher level, to get answers to questions quite quickly and informatively.

We are a large integrator with more than 20,000 IT engineers. We work with many vendors including HPE, Micro Focus, Oracle, and some dozen other vendors.

Disclosure: My company has a business relationship with this vendor other than being a customer: Integrator.
SD
ServiceNow Developer with 501-1,000 employees
Consultant
Flexible tool enables us to use scripts to create business tools

What is our primary use case?

As a developer, I have mostly work on agent management and service catalog items, to create business tools. I write scripts to satisfy customer requirements.

What is most valuable?

Year after year they have implemented more functionalities and come out with more enhancements, as well as new modules.

What needs improvement?

The Service Portal could be improved. There are some things in it which are somewhat difficult for me to understand.

For how long have I used the solution?

Three to five years.

What do I think about the stability of the solution?

It is a stable product.

What do I think about the scalability of the solution?

I have not encountered any issues with its scalability.

How are customer service and technical support?

If there is an issue we raise a high-level ticket. We usually get a response within a day or, if it a priority, within two or three hours. They have provided us solutions that we've implemented in our company.

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

I started my career with ServiceNow only. I haven't used any other tool. I have a little bit of knowledge about Remedy, but I don't have any practical experience with it. My practical experience is only with ServiceNow.

How was the initial setup?

The process of loading everything into ServiceNow is very straightforward. It is not complex.

What other advice do I have?

ServiceNow is great. It's flexible and it is very simple for process flow or idea flow.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Bronze partner.
it_user558933
Technology Strategy & Architecture at a consultancy with 1,001-5,000 employees
Consultant
Gives us the power to structure processes and represent workforce management

Pros and Cons

  • "One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."
  • "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."

What is our primary use case?

I'm a consultant, so I primarily work on projects implementing Service Now inside of different organizations.

How has it helped my organization?

The biggest improvement I see is that unstructured work, which would primarily be worked on within spreadsheets or within emails, is able to be centralized, managed end-to-end, and have that visibility and structure in ServiceNow. That provides enormous productivity gains. 

In addition, it provides the ability to meet internal IT assurance around audit trails.

Finally, the improved visibility helps in decision-making for senior leaders and executives.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

The stability of ServiceNow is excellent. I've never had any issues around its stability, scalability, availability, or any of those metrics.

How are customer service and technical support?

ServiceNow technical support has always been excellent. They are quick to respond, they have good, strong technical capabilities, they're good at communicating and getting in touch with you.

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

I have used BMC Remedy previously and the primary reason for switching to ServiceNow was around the fact that ServiceNow is cloud-based, scalable, and easily configurable.

How was the initial setup?

Overall, the setup is fairly simple. You have to have a point of reference to compare it to. If I think about other cloud-based tools that I've worked with, by comparison, I would say it is most definitely simple.

Myself, being a consultant and implementing ServiceNow multiple times over in different organizations, an average implementation, which would result in a minimum viable product - standing up ServiceNow to achieve some form of business value - would be 12 weeks.

I typically see a 12-week implementation of ServiceNow achieved with approximately six individuals for the deployment. Ongoing maintenance of ServiceNow will typically involve the equivalent of four FTEs.

What was our ROI?

I don't have any data points at the moment, but I know some of our clients have articulated ROI as part of the benefits they have realized. The ROI is definitely positive for clients that we've worked for.

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

ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.

Which other solutions did I evaluate?

Other options would be BMC Remedy and Cherwell, from an ITSM perspective. For HRSM, alternative solutions are Workday and SuccessFactors.

What other advice do I have?

My advice would be to engage with an implementation partner that has good experience and definitely not to underestimate the organizational-change activities, like training and communication, that are required. ServiceNow shouldn't be treated as purely a technology solution. People, processes, communication, and training need to be factored in when implementing.

We've implemented ServiceNow in government organizations with up to 9,000 people, in a couple of scenarios, using it for either IT service management or HR service management, predominantly. The roles of the users varied within the government.

In terms of how extensively ServiceNow is used, every client we work with has a roadmap of additional functionality that they would like to use in ServiceNow. To generalize, there are different extents of use but each definitely has a roadmap of continuous improvement and use of more features or modules of the product.

I would rate ServiceNow a nine out of ten. Some of the points that I touched on above would make it a perfect ten: more visible and consistent licensing around the cost of licensing; better ability to innovate on the platform without incurring licensing that isn't representative of the innovation that's being created.

Disclosure: My company has a business relationship with this vendor other than being a customer: Gold strategic partner.
Mir Razvi
Sr. ServiceNow Developer at a tech services company with 10,001+ employees
Real User
Top 20
Provides a centralized, fully managed, solution with everything in one place

Pros and Cons

  • "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 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."

What is our primary use case?

As a developer, I work on ServiceNow for HR solutions and a few other Service Portal functions.

How has it helped my organization?

Other solutions are integrated with different applications and tools, but ServiceNow is quite centralized, fully managed, and you can find everything in one place.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

More than five years.

What do I think about the stability of the solution?

It's stable and it's improving. You can't compare ServiceNow with any other tool.

What do I think about the scalability of the solution?

I have seen many changes in it. Previously, it was limited in its functionality, only for configuration management and the like, but now you can see it has many applications in it.

The scalability depends on how you utilize the tool.

As for the number of users on ServiceNow, I have been involved in a project where it was to be utilized by almost two million users. That was the biggest project I have worked on. There were internal users and outside users.

There were issues during the migration. They have certain locations, certain countries with different data, with different languages. We usually do the migration according to the country in which it's operating. We were doing certain migrations and, all of a sudden, when it reached a level above one million users, the nodes were very full and ServiceNow was unable to respond. We thought maybe it was due to our scripts. We checked everything first but it was working fine in the dev environment and the test environment. But when it came to production, there was a big risk and a big impact on the business.

We reached ServiceNow, even though it was not business hours. They said they had certain things on a low infrastructure and they told us that they would be migrated to a higher infrastructure and that we would have access again. We implemented it on a Sunday morning and we thought it would be working but on Monday we had a huge number of emails and calls and it was a day full of pressure. But we were able to solve it and get it back within an hour.

How are customer service and technical support?

Usually, we don't reach out to ServiceNow until we know the problem is not in our hands. As a gold partner, our company has access to on-call support and direct access to ServiceNow's experts. We are able to contact people there, at the business level, and get things done.

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

We recently had an application tool that was supporting certain tasks in HR case-management. That tool has certain capabilities but it's not up to the mark when you compare it with ServiceNow. It provides you details about the task, but it does not have the basic functionalities like chat and email. It has to be integrated with other tools for those things.

How was the initial setup?

As a developer and partner, most of the time the setup is customized. Right now, I'm working on a module called "Ask your HR." There are different sets of modules available and inside each module there are different sets of reports and functionalities, such as drag-and-drop, etc. It's full of customization. Whatever you're building, it has to be done from scratch. It's not like the functionality is available out-of-the-box.

We do follow certain documentation and steps. Whenever we do a migration or implementation, we check for the available system capacity. We have a team that allows us to do testing on it and see what kinds of things can be done, or how we can migrate directly to ServiceNow.

We usually don't go with a full-fledged migration, we do it in phases, Wave 1, Wave 2, and Wave 3. Each wave has certain things in it. We will plan it accordingly and, once the wave is successful, we'll do regression testing of certain scenarios and check whether it is up to the mark or not.

What other advice do I have?

Back in 2011, BMC Remedy was at a peak and people were focusing on it. But starting in 2014 and 2015, ServiceNow came on and its competitors were watching. It went from about ten to 20 percent of the market to almost 40 percent of the market.

I would rate ServiceNow at nine out of ten. It is all about improvement, about getting things from your legacy system to the latest one.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner.
ITCS user
IT Security Consultant and Platform Architect at a pharma/biotech company with 10,001+ employees
Consultant
Stable solution but the security and web interface need improvement

Pros and Cons

    • "It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."

    What is our primary use case?

    It's used for a helpdesk.

    How has it helped my organization?

    It really hasn't improved the way our organization functions. I don't really like ServiceNow.

    What is most valuable?

    I don't think any of the features are important. I'm not really a ServiceNow fan.

    What needs improvement?

    It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved.

    For how long have I used the solution?

    One to three years.

    What do I think about the stability of the solution?

    It is stable. It seems good.

    What do I think about the scalability of the solution?

    There have been no issues that I know of with scalability.

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

    It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.

    What other advice do I have?

    Make sure to look into all the configuration costs and the customization. Be aware that it's web-based. You're probably going to have to put holes in your firewalls and need to do a complete security review.

    As an end user, I would rate it a seven out of ten. I don't think it's very secure, and it's web-based, and Remedy is really the standard that it's judged against.

    Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
    it_user561243
    IT Coordinator at a financial services firm with 1,001-5,000 employees
    Real User
    As a cloud solution it reduces our support costs and development of processes is faster

    Pros and Cons

    • "The most valuable feature is the flexibility of development for customization."
    • "ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."
    • "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."

    What is our primary use case?

    We use it as a service desk solution, for ticketing.

    How has it helped my organization?

    First of all, we had several tasks that were performed manually by the service desk and infrastructure teams, but now we have been able to automate those processes and reduce the manual intervention. For example, when an employee from one of those teams goes on vacation, we can block the account and, when he comes back, we can unblock access and reset the password, and everything is done automatically.

    What is most valuable?

    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.

    What needs improvement?

    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.

    For how long have I used the solution?

    Less than one year.

    What do I think about the stability of the solution?

    It's a very stable product, it has a very good SLA and RTO. So far, so good, and I expect it will continue like that.

    What do I think about the scalability of the solution?

    I haven't had any issues with scalability so far, but we're a medium-small company with about 300 users. The most active users are the service desk, infra, and development teams. Overall, we have 50 or 60 heavy users.

    How are customer service and technical support?

    Here in Brazil, we have local support from a company called Fast Lane. They are the enterprise that did the development and implementation of the solution in our company. We don't have any issues with them. They are very fast and very helpful. They help us with the design of our processes and the tools.

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

    We had a simple tool with which you would just open a ticket, without SLA, no features. But we had internal issues and realized we should improve our processes. That's why we went to ServiceNow.

    How was the initial setup?

    The initial setup wasn't so easy, but it wasn't a ServiceNow issue, it was an internal issue. Because it was new for the organization, setting up a cloud solution, we needed to open some ports in the firewall.

    One detail we didn't explore so much during the negotiations with ServiceNow was related to Edge Encryption. That is a feature that encrypts all the information that is saved in ServiceNow. It was requested by information security here in our company. We bought it, but the setup for that tool was new here, in Brazil, from what I understood from the vendor. It's a little complicated to have all of the information and all the details set up for it. It took a little bit longer than we expected, but it was a management situation. There was no impact to the business.

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

    We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less. ServiceNow is a little bit expensive for us, here in Brazil, due to taxes, etc.

    Which other solutions did I evaluate?

    We talked with HPE and IBM, but both are on-prem solutions, whereas ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support. 

    Also, the development time for each process is much shorter than with an on-prem solution. For example, with on-prem, I would have internal processes like change management, open a ticket, fill out all the information, and get the request approved. After that, it would need to be implemented. That would take a long time.

    What other advice do I have?

    It is very good having this tool. Getting it going went much faster than I expected. We did the setup and had it in production in six months.

    The biggest problem for me was our internal process and not Service Now. For example, convincing people to go to a cloud solution, and getting engagement with the solution from information security, were challenges. If you don't have engagement from information security, the project is going to take longer than you expect. The big change for the company, with this solution, is that you're not going to host your data internally, on-prem. You are going to put all your data in a cloud solution. When we spoke about the solution here, within our company, some people said, "Wow! Are you crazy? You are going to put customer information in a cloud that you don't know?" So there are a lot of questions. ServiceNow has all the answers, but if you don't have engagement from information security, it will take you longer.

    We have a lot of things we can improve internally, regarding information security, but because we are just starting out, we need our process to mature. I believe ServiceNow can help that a lot. All the features can support us in the future if we expand the tool. We have new models to improve on the automation of our processes in our data center.

    My only concern is that when we started to talk with ServiceNow, we received very good attention from them but, after we signed the contract, I didn't know who, in ServiceNow, was taking care of my account. The person sent me an email but he had never been here to ask, "What do you need? How is it going? How is your project?" We didn't get any attention from ServiceNow. We had very good negotiations in the beginning, they were very attentive. But after we signed the contract, they changed my account manager and, today, I really don't know who that guy is.

    I would very much like to have him here to discuss the roadmap of the solution or to see what else I can buy. I would like to negotiate some issues that we have, like password resets. I would talk with ServiceNow but, if they are not going to be close to me, I'm not going to spend time running after them to talk with them. I talk with the suppliers and they are helping me, instead of ServiceNow.

    I rate ServiceNow at eight out of ten. Why eight and not ten? The relationship with ServiceNow is important for me. I would like to have more engagement from them, to have them here, at my company, so we can talk more strategically. But compared to the other vendors, it gets an eight because it's a cloud solution and I don't have any issues with technical parts or its performance. The tool is very reliable.

    Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
    DF
    IT Systems Analyst Lead with 10,001+ employees
    Real User
    Trend reporting helps us focus on issues that come up, but better workflow would help

    Pros and Cons

    • "I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... 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 will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
    • "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 from ServiceNow, like an instant-messaging type of feature, that would be great."

    What is our primary use case?

    We use ServiceNow mostly for our IT ticketing business. Recently we set up the Request portion of ServiceNow and we're using it as well.

    How has it helped my organization?

    It enables us to interact with our end users and helps us resolve whatever incident they might be having. We get incident reports and it helps us get set up with trends so that we'll get resolutions to those incidents.

    What is most valuable?

    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.

    What needs improvement?

    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.

    For how long have I used the solution?

    Three to five years.

    What do I think about the stability of the solution?

    We've had no issues with the stability of the solution.

    What do I think about the scalability of the solution?

    We are okay with the scalability.

    How are customer service and technical support?

    I would rate technical support at seven or eight out of ten. They are pretty much on time. They're willing to help.

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

    When I started with the company, we outsourced our issues. When we brought IT in-house, ServiceNow was the first system we used.

    How was the initial setup?

    The setup was straightforward, easily understandable with the training we did. There might have been some kinks but everything was worked out in due time. It was fine.

    Which other solutions did I evaluate?

    There were a few other options we evaluated but I don't remember the specific product names.

    What other advice do I have?

    Learn anything you need to know direclty from ServiceNow. It's a good product. I can't really knock it. Go ahead and give it a try. As long as it fits your environment, I think it's a fine product.

    I would rate ServiceNow at seven out of ten. I would like to see a little more automation. It may just be the type of license we have which doesn't give us full automation, but that would be one of the things that I would like in ServiceNow. That would make things easier for both the techs and the end users. In addition, I would like to see a better workflow setup within ServiceNow.

    Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
    GB
    Marketing Operations practice leader at Calibrate Legal, inc.
    User
    Provides internal clients with greater transparency about their projects and deliverables

    Pros and Cons

    • "It provides internal clients with greater transparency about their projects and deliverables."
    • "The setup was time-consuming and required a lot of internal resources."

    What is our primary use case?

    • Work intake 
    • Project management 
    • Project for a 30 person marketing and communications team at a Big 4 professional services firm.

    How has it helped my organization?

    • It helps improve service levels and reduce team stress.  
    • It provides internal clients with greater transparency about their projects and deliverables.

    What is most valuable?

    • 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.

    For how long have I used the solution?

    Less than one year.

    What do I think about the stability of the solution?

    None.

    What do I think about the scalability of the solution?

    None.

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

    We used a homebrew solution developed by (and for) our IT department. It was far too complex for marketing users.

    How was the initial setup?

    The setup was time-consuming and required a lot of internal resources. 

    What about the implementation team?

    We used an in-house team.

    Which other solutions did I evaluate?

    The IT department conducted a vendor evaluation, but I am not aware of which solutions were considered.

    What other advice do I have?

    It is a very robust tool. We use it for all back office teams in the firm, resulting in a common interface and intake process across HR, IT, Marketing, and Finance.

    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    SP
    Director of Channels and Alliances at a tech vendor with 11-50 employees
    Real User
    Cloud-based so we're always current, and the features continue to grow and improve

    Pros and Cons

    • "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."
    • "Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."

    What is our primary use case?

    We build out video knowledge bases, how-to knowledge bases for self-service support and agent use. We integrate into a number of different ticketing systems, service management platforms, helpdesk platforms, and call center systems.

    We are a ServiceNow partner and we have a ServiceNow instance. We use it for ticketing support, ticketing systems. It has worked really well for what we do.

    How has it helped my organization?

    We have set a standard around the way we build content. We have found that if we build for ServiceNow, it will pretty much import anywhere. The format is very similar. ServiceNow seems to be more of a standard interface and their knowledge import specs are pretty consistent with everything else. We have had a few we have had to tweak but, generally, if we build it for ServiceNow, in a lot of cases we can take a ServiceNow file and import it into any other system and it will work fine. That's the biggest benefit.

    What is most valuable?

    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.

    What needs improvement?

    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.

    What do I think about the stability of the solution?

    It seems to be very solid. We have not run into any errors or problems, although we're not a very heavy user. If somebody was processing thousands of tickets a day, maybe they would run into something, but for us, it's solid. There are no issues at all.

    What do I think about the scalability of the solution?

    It seems to be able to accommodate any number of clients, agents, admins. We're a small company, so we don't stress it very much with the number we have in the platform. But everything that I see there, I think it will go. They have large, global corporations working on it, so I think it's pretty solid. That is what I've seen, but not what I've experienced.

    How is customer service and technical support?

    Their technical support is very good. We're in the partner program so we have a different development program. We access a different group within support compared to the support a regular client would access. When we need help, the people we work with are very good. Things get resolved, things don't linger.

    What other advice do I have?

    First, decide what your processes need to be. Determine what your environment needs, what's important, what your priorities are, what your process methodology is, and find a platform to fit that. If you are trying to find a platform and you don't go through that exercise first, you're just tying yourself up in knots. If you choose the platform first, then you are going to match your processes to the platform. If you haven't been through a process, an internal system environmental analysis, to see how things work and what you need, you'll never be happy and you'll wind up changing platforms every couple of years or every time your CIO changes.

    When selecting a vendor the most important criteria for us are that they

    • are cloud-based
    • have ongoing development
    • provide API capability so we can integrate whatever we need.

    There has to be the ability to write APIs as you need them, so you can hook in whatever you need to connect to it.

    I would rate ServiceNow at eight out of 10. They're good but they can get better. From what we've seen, they are making improvements, they listen to feedback. They're not sitting still, they continuing to evolve, continuing to develop, add features, add capacity.

    Disclosure: My company has a business relationship with this vendor other than being a customer: Partner.
    PK
    Assistant Vice President at a financial services firm with 10,001+ employees
    Real User
    Provides the ability to link different types of records with each other. The scalability needs improvement.

    Pros and Cons

    • "It uses a common base of data and allows different types of records to pull from that same base of data."
    • "The scalability needs improvement."
    • "The ability to embed help information onto the screens."

    What is our primary use case?

    The primary use case is IT service management. It encompasses quite a few things, such as incident records, change records, etc.

    How has it helped my organization?

    It uses a common base of data and allows different types of records to pull from that same base of data.

    What is most valuable?

    The ability to link different types of records with each other.

    What needs improvement?

    • The ability to embed help information onto the screens.
    • The scalability needs improvement.

    For how long have I used the solution?

    Three to five years.

    What do I think about the stability of the solution?

    On a scale of one to 10, I would rate stability as a seven.

    What do I think about the scalability of the solution?

    On a scale of one to 10, I would rate scalability as a four.

    How is customer service and technical support?

    On a scale of one to 10, I would rate technical support as a seven.

    How was the initial setup?

    I was not involved in the initial setup.

    What other advice do I have?

    The most important thing to have in place is the face of the configuration data.

    Most important criteria when selecting a vendor:

    • Scalability
    • The development model: How are updates made and promoted to production.
    • Ability to embed user help information directly to the interface.
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    Konstantinos Kourtidis
    Systems Analyst at a energy/utilities company with 11-50 employees
    Real User
    It enables communication between stakeholders. It helps us collaborate with each other.

    Pros and Cons

    • "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."
    • "If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10."
    • "We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
    • "The Express edition does not allow the option for scripting."

    What is our primary use case?

    We use it for incidents, incident management, sales management, and problem management. We are very happy with the product.

    We are about to upgrade to IT Service Management edition on September.

    How has it helped my organization?

    It enables communication. The benefit is that we can keep track of all the changes and the incidences.

    What is most valuable?

    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.

    What needs improvement?

    We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition.

    The Express edition does not allow the option for scripting.

    For how long have I used the solution?

    Three to five years.

    What do I think about the stability of the solution?

    It is very stable. We have only had five minutes of downtime in three years. 

    What do I think about the scalability of the solution?

    Compared to other companies, we are small (270 people). Scalability does not affect us.

    How are customer service and technical support?

    If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10.

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

    We didn't have another solution before ServiceNow.

    How was the initial setup?

    The initial setup was straightforward, but we did some core customizations. Therefore, we did need more time to finish setting it up.

    What other advice do I have?

    I would recommend it as a product.

    Most important criteria when selecting a solution: 

    • Stability
    • Reputation in the market
    • Is the product well-known?
    • How long has the product been offered?
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    it_user852822
    National IT Asset Management Lead at KPMG
    Real User
    ​The workflow capability for easy setup is powerful

    Pros and Cons

    • "The most recent addition of SAM Premium is a game changer for many organizations."
    • "The look and feel is a valuable benefit for adoption."
    • "​The workflow capability for easy setup is powerful."
    • "I would like to see Advanced Intelligent Automation."

    What is our primary use case?

    We primarily use this for our North America practice of IT Asset Management and IT Service Management (incident, problem, change, and knowledge). We also use it for HR Case Management and are now developing business applications in order to perform things like IP and Application Management.

    How has it helped my organization?

    I like the ease of use of the ServiceNow platform. 

    We have used ServiceNow for HR case management, IT Asset Management, IT Service Management, and custom business applications

    What is most valuable?

    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.

    What needs improvement?

    I would like to see Advanced Intelligent Automation. I can't wait to see how ServiceNow continues to build out the automation capability with things like RPA, OCR, and even machine learning capabilities to help make giant steps forward in the ITSM space.

    For how long have I used the solution?

    More than five years.

    How was the initial setup?

    The workflow capability for easy setup is powerful. Combine this with automation and you have a great tool which is built on ITSM principles.

    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    it_user811551
    Managing Director at a tech services company with 10,001+ employees
    Real User
    It has an excellent capability to integrate different access points

    What is our primary use case?

    Used for the entire company (400K), like HR, service desk and other functions.

    How has it helped my organization?

    Easy to implement and consolidate different platforms and users with useful functionalities.

    What is most valuable?

    It has an excellent capability to integrate different access points. It is very user-friendly, too. 

    What needs improvement?

    It has a higher cost compared to local/regional solutions. 

    For how long have I used the solution?

    Trial/evaluations only.

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

    Local solutions have lower costs.

    What other advice do I have?

    I would recommend ServiceNow.

    What is our primary use case?

    Used for the entire company (400K), like HR, service desk and other functions.

    How has it helped my organization?

    Easy to implement and consolidate different platforms and users with useful functionalities.

    What is most valuable?

    It has an excellent capability to integrate different access points. It is very user-friendly, too. 

    What needs improvement?

    It has a higher cost compared to local/regional solutions. 

    For how long have I used the solution?

    Trial/evaluations only.

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

    Local solutions have lower costs.

    What other advice do I have?

    I would recommend ServiceNow.

    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    it_user788922
    User at a consultancy with 10,001+ employees
    Real User
    Needs additional software titles and easier normalization. However, it identifies better ways to license software or eliminate unused software to save money.

    What is our primary use case?

    Microsoft and Oracle Software tracking and management.

    How has it helped my organization?

    Maintains a real-time view of license position.  Compies with contract terms to avoid penalties and the impact that an audit can have on day-to-day activity  Identifies better ways to license software or eliminate unused software to save money and maintain a choice between buying more licenses or reclaiming licenses to stay within compliance. 

    What is most valuable?

    Oracle and Microsoft license software catalog. 

    What needs improvement?

    Needs additional software titles and easier normalization.

    For how long have I used the solution?

    Trial/evaluations only.

    What is our primary use case?

    Microsoft and Oracle Software tracking and management.

    How has it helped my organization?

    • Maintains a real-time view of license position. 
    • Compies with contract terms to avoid penalties and the impact that an audit can have on day-to-day activity 
    • Identifies better ways to license software or eliminate unused software to save money and maintain a choice between buying more licenses or reclaiming licenses to stay within compliance. 

    What is most valuable?

    Oracle and Microsoft license software catalog. 

    What needs improvement?

    Needs additional software titles and easier normalization.

    For how long have I used the solution?

    Trial/evaluations only.
    Disclosure: My company has a business relationship with this vendor other than being a customer: Partners.
    David M. Colburn
    Senior IT Service Management & ServiceNow Consultant at Independent
    Real User
    The tool is SaaS and customization is minimized in the critical early design phase by its "out-of-the-box" approach

    What is most valuable?

    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:

    1. 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.
    2. 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.

    How has it helped my organization?

    A three phase IT Service Management transformation project resulted in achieving a first year target of less than 4% sustained monthly improvements in true customer experienced availability (based on Incident MTTR metrics) for three key IT Services (three business process automation solutions with formal SLAs). Results obtained were within six months of the project start date.

    • Phase 1: Formal process 'maturity' assessments and detailed recommendations. Service Mgmt. Org. restructure with dedicated Process Owners and Service Mgrs. aligned with newly defined IT services (business process related Services). Vision and Sponsorship workshops for IT leadership team resulting in formal Sponsorship Strategy and communications plan.
    • Phase 2: Rapid Process Design/Improvement workshops with process owners for Incident, Problem, Change, Release, CFG (ServiceNow PM), and Knowledge Mgmt. designing "to-be" process documents, and integrated, coordinated three month implementation plans. Tool design and implementation plan documented.
    • Phase 3: After three month implementation of Phase 2 processes, Rapid Process Design workshops started for Availability, Service Level, Capacity, Demand, and Event management processes. Process documents with detailed process integrations and tool/CMDB requirements spanning all 11 processes. Formal implementation plan deliverables. Coordinated implementation projects initiated.

    What needs improvement?

    Primary areas of inefficiencies and delays were related to change resistance and lack of support from the IT Team Lead and IT Manager level staff for involvement in ServiceNow design and training workshops, and lack of support for governing new process policies.

    Bottom line issue: Not agreeing in strategy workshops for the recommendation to base performance measures for all IT staff and bonus potential for IT leadership staff on the key process maturity improvement metric targets.

    For how long have I used the solution?

    This basic three phase, rapid process design workshop methodology, using an out-of-the-box solution, then the weekly ServiceNow release schedule approach to evolve process designs, has proven successful in meeting target maturity improvement metrics in all cases

    What was my experience with deployment of the solution?

    Deployment issues were very rare in all projects that had a dedicated ServiceNow Development lead (with a team of Dev and DB skilled staff assigned to the project) involved as a team member with the combined process owners in Rapid Process Design workshops. These workshops involve more than five process owners designing each other's new processes, based on ServiceNow out-of-the-box requirements, guided by the Dev lead and the ITSM expert facilitator (a seasoned facilitator with ITIL Expert certification and ServiceNow bootcamp credentials is recommended).

    This approach ensures all process owners and the tool design expert understand the complex integration points between all processes; a key to CMDB relationship requirements insight.

    What do I think about the stability of the solution?

    As the tool is SaaS and customization is minimized in the critical early design phase by the Process Workshop's "out-of-the-box" approach, stability and scalability are optimized.

    How are customer service and technical support?

    Customer Service:

    It is excellent, always. This tool and the ServiceNow organization is a class act.

    Technical Support:

    It is excellent, in all cases.

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

    Have experience with BMac software, HPE, IBM and other leading ITSM tools.

    ServiceNow has nailed the basic ITIL process integration requirements and the CMDB model is service-based out-of-the-box.

    This approach using out-of-the-box and frequent small revisions only works with ServiceNow's quality underpinning best practice framework.

    What about the implementation team?

    Expert vendor facilitator.

    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    Bruno Pires
    Business Developer at Axianseu Digital Solutions S.A.
    Reseller
    Top 20
    Simplicity of Change Manager and easy implementation are reasons to use it

    Pros and Cons

    • "Simplicity of Change Manager."

      What is most valuable?

      • Simplicity of Change Manager
      • Product based on user experience
      • Nuclear integration

      How has it helped my organization?

      The ease of implementing the operational processes gives my clients the ability to streamline their day-to-day operations quickly, and allows huge visibility for managers and decision makers.

      What needs improvement?

      All areas.

      For how long have I used the solution?

      Five years.

      What do I think about the stability of the solution?

      No.

      What do I think about the scalability of the solution?

      No.

      How are customer service and technical support?

      A nine out of 10.

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

      I'm an implementer. I work with several solutions.

      How was the initial setup?

      Very easy and simple to implement; a third of the time of other solutions.

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

      The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify.

      Which other solutions did I evaluate?

      With ServiceNow, it is difficult to recommend another solution. Only the price might be a reason to suggest other solutions. Ivanti could be a good solution.

      What other advice do I have?

      It is the best solution in the market.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459045
      End User Support at a hospitality company with 1,001-5,000 employees
      Vendor
      We can make sure all the hardware is being utilized, so we're not keeping backlogs or whatever.

      Pros and Cons

      • "The analytics - we like to keep track of how much work everyone is doing."
      • "Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for me, because for me it's clunky"

      What is most valuable?

      The analytics - we like to keep track of how much work everyone is doing. We need to make sure that everyone is being efficient and being utilized. At the same time, regarding hardware, we want to make sure all the hardware is being utilized.

      The other valuable feature is the asset management. It is the same thing, but with hardware. We want to know how much hardware - computers and anything else that we have in stock before we actually order them. Again, it probably boils down to the cost.

      How has it helped my organization?

      We're getting a good cost-efficiency. In my line of work, we deploy between 50 to 80 computers per day, break/fix new computers, laptops, you name it, we have it. We want to keep track of whether or not we need to replace a whole laptop, or just replace a hardware component that's failing on it. At the same time, we also want to make sure that we're keeping on par with the new technology, so that way we don't get left behind.

      What needs improvement?

      Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for me, because for me it's clunky. Just give me a spreadsheet or give me a Notepad and I can write it down. For me, I would rather have that - give me an option to do that, maybe a CLI, instead of a UI.

      Earlier today we were doing things such as merging data. What happened was I tried to merge one company to another. It's the same company, it's just a misspelled name. There was a bug - that there was supposed to be an undo button, but it wasn't there. It's one of those things, but then I asked a person how to do it, and they can't figure it out.

      What do I think about the stability of the solution?

      ServiceNow is such a complex piece of software. It's trying to be everything. The way I look at it, sooner or later, it's going to fail, because it's trying to do a lot of stuff. I can't say what or where, but it will. We've seen it a lot of times already with other products. You can't be everything, and that's what they're trying to do.

      What do I think about the scalability of the solution?

      We don't really use much of ServiceNow except for the ticketing system, for now, so we don't have any issues. If there's a new hire we can add them fine, and it's quick. If there is new hardware, our admin just creates a new hardware form, and it's there, so I don't see any problem with that.

      How was the initial setup?

      From my standpoint it's easy. As long as you attend an event where they teach you how to do it, you'll pick it up right away, because before I attended one, I had no clue how ServiceNow worked. I went to one for three days and now I at least have, about 25% knowledge of how ServiceNow works. I guess if you attend an event, you'll pick it up right away.

      Which other solutions did I evaluate?

      Right now we use ServiceNow, we use SCCM, we use Case. It's three different bits of software but basically what we use them for is as a reporting tool, like I said for the analytics of how we need hardware or tickets are coming in, but ServiceNow is mostly just for tickets.

      What other advice do I have?

      Granted there's pros and cons in being everything that it wants to be. In our experience, we have Case, we have SCCM: sure, you're generating a report in SECM, and then you're generating another report in Case, there's a slight chance that the result will be different. If you have one thing, one software that's doing everything for you, the reports and the results will be consistent. I see that it's not done yet, it's not complete yet, but in the long run I also see it coming up with a bunch of problems.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459147
      Developer at Duke University Health System
      Vendor
      Putting a nice visual interface and a nice visual experience to all the data and information is good.

      What is most valuable?

      One of the things that I've only recently learnt is how flexible it is and how much you can do with it that I wouldn't have thought of. I've only been using ServiceNow for a short time, so it's been great to learn about all the different stuff you can do with it. So definitely consolidating everything and just putting a nice visual interface and a nice visual experience to all the data and information.

      How has it helped my organization?

      Having quick easy access to information is crucial in any business but especially in the medical field. Real-time information that's it easy to understand is critical. In some cases, it could mean life or death for our patients, so just having that readily available and digestible and easy to interpret is critical. We have customized so much, so I think that might have contributed to the learning curve for me, just figuring out where the organization had put things and what terminology they use and where to look for certain things.

      What do I think about the stability of the solution?

      In the time that I've been using it, it's been a pretty great experience.

      What do I think about the scalability of the solution?

      I haven't noticed any major issues. Again, I've only been there for a short period of time.

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

      The entire time I've been here we've been using ServiceNow.

      How was the initial setup?

      We have customized so much, so I think that might have contributed to the learning curve for me, just figuring out where the organization had put things and what terminology they use and where to look for certain things.

      What other advice do I have?

      I'd definitely recommend that you take a look and figure out what their needs are really. What are their goals, why are they looking at ServiceNow in the first place, and just go in there and take a look and get a demo or something and just jump in and give it a look.

      It's pretty great, especially being at Knowledge 16 where I saw all the different possibilities and all the different things you can do. I'm really excited to take that knowledge and get back to do more cool stuff with it. I'd say coming in I maybe would've said 7/10, but coming out of the event I'd say it's definitely a great product.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      GS
      Sr. Engineer at a financial services firm with 501-1,000 employees
      Real User
      We've been looking at a means to provide a service catalog experience to the business as a whole

      Pros and Cons

      • "Within our organization, we're not finding really any major issues with scalability and things of that nature."
      • "We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."

      How has it helped my organization?

      For the most part, we have used prior ITSM solutions and they have been a bit more difficult to integrate and customize into the rest of the things that we do as they are standalone products. Something like ServiceNow ITSM, where there is such a good foundation within a relationship between items and some very good capabilities to extend into our existing automation, workflows and things of that nature, is something that we're definitely looking forward to.

      What is most valuable?

      We want to end up getting set up as part of Discovery with a type of automatic relationship. In addition, we have been looking at a means to provide a service catalog experience to the business as a whole and are looking forward to potentially implementing a service portal.

      What needs improvement?

      Actually, the biggest problem that I see for it, especially in a smaller organization, is that there are plenty of partners. We've got a fairly advanced IT organization. We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board.

      It doesn't mean that you can't attack it in pieces and things like that, but I think one of the problems I've had just in getting involved within the last couple of months, is trying to kind of weed out what I don't necessarily need to look at and focus on, just a specific area and trying to find best practice documentation of that matter is, has been a challenge.

      In many cases, it really just doesn't exist. I mean, we know we've got the documentation and everything else, and they tell you all the things that you can do. I mean, again, it's one of these things where I think everybody likes to begin a little better, would like to begin with a template, or some kind of a best practice template given their situation if they can find it, and then, you know, kind of build from there. Because when you're starting just with a completely blank scratch pad, you just don't know where to go.

      I think the thing that I've always been concerned with implementing a new product is being able to really spend a proper amount of time upfront with design and making sure I'm designing something that won't limit my choices or my abilities to use it, or will keep me from having to just go back and completely rewrite the whole thing in the future. I've not gotten that comfortability yet with the product and it's after a couple months. There's a huge learning curve with the product.

      Also, we have not really had a good view of our different configuration items. 

      What do I think about the stability of the solution?

      I don't really think that we're running into too many stability issues.

      What do I think about the scalability of the solution?

      The product scale's wonderful. We don't have to worry about the scalability and someplace else. Even within our organization, we're not finding really any major issues with scalability and things of that nature.

      Most of what we have to just be concerned with is that we almost have too much information. It's like going from having nothing to taking a fire hose worth of information and trying to figure out, "Okay, what do we really maybe not have to pay attention to initially? What are we going to focus on?" I wouldn't say there are any issues with the product right now from the performance and scalability point of view; it's been performing very well.

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

      Altiris is the product we're getting out of. I think there's a lot to be said for actually having a web-hosted solution these days. There are a lot of things you don't want to actually bother to manage yourself internally.

      I think because we're starting to look at so many other areas that are potentially out in the cloud, such as we're using Workday for HR, and the potential integrations that we even have from a cloud perspective, once we've got ServiceNow and the ITSM piece of the cloud. Those are, I think, major selling points over just the overall flexibility over what we had in the previous product.

      What other advice do I have?

      At this point in time, it's interesting because a lot of what I'm seeing, there's a lot of momentum right now towards ServiceNow. It's one of those things amongst everyone, not just in the industry; a lot, all over the place. It's in a major growth mode. I'm not entirely sure they're going to see too many of the other products being able to keep up. It's one of those things; if you're looking at future-proofing yourself, and there's a lot of this, there are a lot of strategies for going with a cloud partner. I realize there are some cloud competitors who have started up out there with ServiceNow. I've heard them infrequently, but it's kind of like, "Do you want to go with the company that's got the most resources and the most money to put toward development of their product, or in something where everybody's focusing on?" You've got a large third-party contingent supporting the product and things of that nature, and more and more development going toward it all the time. Or, "Do you want to go with something where you're not going to get the benefit of that same thing?" I think right now it would be hard to go with anybody else.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      ITCS user
      Global Command Center Analyst at AstraZeneca
      Real User
      Scheduling reports has decreased manual effort.

      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.

      For how long have I used the solution?

      4 years

      What do I think about the stability of the solution?

      No issues.

      How are customer service and technical support?

      Customer Service:

      Excellent (9/10)

      Technical Support:

      Excellent (9/10)

      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.

      What about the implementation team?

      In-house one

      Which other solutions did I evaluate?

      No others were evaluated.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459033
      ITSM Consultant at a tech services company with 1,001-5,000 employees
      Consultant
      What I like about it is the integration capabilities. We use this a lot with our customers, integrating different systems with their suppliers.

      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. Instant problem change is a great feature. The customer portal is also appreciated.

      For example, we had one process of the customer when they had two ticketing systems. Their own, and their supplier's system, and they used to copy the tickets by hand. A person actually typed in the stuff in the other system, back and forth. That takes so much time. Now it's all integrated. There's no time delay, and they're much more efficient now.

      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 quality of the service increases with an IT service management solution.

      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 can even more automate your process and your services.

      Some processes could be a bit more detailed. For example, the change process. It was reworked in Helsinki, so that's a great thing. Maybe there they could bring a bit more. Also, the incident process was reworked. I really like these changes. That would be my advice. Go again over the process.

      For how long have I used the solution?

      We've been using it for five years. We're currently on Geneva, but we're planning on going with the Helsinki release soon.

      What was my experience with deployment of the solution?

      The point is, when you do heavy customization, it takes some time to upgrade. But that's not ServiceNow's fault, because sometimes you need a special feature, or something implemented in a special way, and they just need to keep track of that every time you upgrade. But usually it's not that complicated, just review it. The new features in Helsinki are great when you have this nice overview. You review the feature, then you call ServiceNow, and you're done. The rest works seamlessly.

      What do I think about the stability of the solution?

      There were performance issues, minor ones, with one customer. The rest is working really good.

      How was the initial setup?

      It was quite complex, because I'm working with service providers. They have a customer site, and a company site, so there's domain separation, where you actually separate all the data. I had to put a lot of effort on the CMDB, but now they have a great solution. The correct SLAs, they just wake the technicians at night when the customer's really paying for it. It's really pre-one incident.

      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 it's good, then you have a starting motion. Otherwise, it's hard. If you're not sure about your processes, then you either stick to the standard processes, or otherwise it's hard to start implementation.

      Disclosure: My company has a business relationship with this vendor other than being a customer: We're partners.
      ITCS user
      Senior Specialist at a tech services company with 10,001+ employees
      Consultant
      Easy to integrate with third party applications and appealing UI.

      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

      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 solution?

      No.

      How are customer service and technical support?

      Customer Service:

      Very prompt and efficient customer service.

      Technical Support:

      Very good.

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

      No.

      How was the initial setup?

      It was straightforward and quite easy to deploy.

      What was our ROI?

      It has resulted in increase of efficiency which is our ROI.

      What other advice do I have?

      Highly recommended.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      ITCS user
      Business Intelligence Analyst & Developer at a tech services company with 10,001+ employees
      Consultant
      Design your IT portal exactly as you dreamed

      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 JavaScript.

      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, Tableau or QlikView in the background; that would be nice.

      How are customer service and technical support?

      Customer Service:

      I rate customer service as high. The ServiceNow communities work quite well. There's a large of people with experience. They also publish a lot of content on youtube to bring out product features.

      Technical Support:

      I rate technical support as high.

      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%.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      ITCS user
      Senior Consultant at a consultancy with 1,001-5,000 employees
      Consultant
      PPS components such as Planning Console, Resource Workbench and the Visual Task Board are excellent add-ons.

      What is most valuable?

      PPS components such as Planning Console, Resource Workbench and the Visual Task Board are excellent add-ons to the OOTB lists and forms and provide a great way to add value to the Organization without having to opt for a point solution for each of these processes.

      How has it helped my organization?

      ServiceNow reduces drastically the time to value and it is possible to completely get rid of flat files such as spreadsheets and powerpoints in less than a month for any Organizational process.

      What needs improvement?

      ServiceNow offers Angular components that greatly enhance User Experience. Pages such as the Resource Workbench to allocate resource, Planning Console for Waterfall planning and Demand Workbench to prioritize demands all contribute to adding value to a ServiceNow implementation project. On the flip side, until very recently the overall UX experience was very poor as everything is either based on a form or a list. Hopefully with the release of Service Portal and as it evolves in future releases, web developers will have more and more flexibility to improve on the OOTB UI capabilities.

      What was my experience with deployment of the solution?

      Deployment through Update Sets can be challenging at first but after some practice they become easy as a breeze.

      What do I think about the stability of the solution?

      Stability is assured by the Vendor. No issues found so far.

      What do I think about the scalability of the solution?

      Easily scalable as the Vendor assumes availability at all times.

      How is customer service and technical support?

      Customer Service:

      Very good. Quick response and very customer friendly.

      Technical Support:

      Technical support hours can be negotiated with contract and with so many community resources most of the times it's not even needed to recur to the Vendor.

      How was the initial setup?

      Setup requires someone who understands the default data model in order to quickly identify synergies between requirements and OOTB capabilities.

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

      Licensing model is not easy to understand and is constantly evolving. For example, just recently ServiceNow changed the PPS licensing model (now Service Strategy) to distinguish between users who only perform assigned tasks (workers) and planners.

      Disclosure: My company has a business relationship with this vendor other than being a customer: Implementation parther of the vendor
      it_user459063
      Software Developer at a university with 1,001-5,000 employees
      Vendor
      I like the speed of being able to do things in ServiceNow.

      Valuable Features

      The speed of being able to do stuff. Once you know where to put your code, it's very fast to put it somewhere and have it running.

      Room for Improvement

      More publications about what plug-ins are available.

      Use of Solution

      I've personally used it for about a year.

      Stability Issues

      There's been very little downtime in the year we've had it. I think we've had one outage that was five minutes or so.

      Scalability Issues

      Product-wise, I think it's scalable. The pricing model is a little bit prohibitive for us.

      Customer Service and Technical Support

      They've been great. I haven't used them much in the year that I've done it. I've only had maybe two incidents logged, but they were great with them.

      The community is good most of the time. People will answer questions so it's a pretty good community.

      Initial Setup

      We just did the Fuji to Geneva, and there were a lot of issues. I think it was because we've done a lot of customizations on forms, adding things, and what-not that broke when we moved to Geneva. The other guys who have been there for longer have said it was pretty difficult in comparison to the other upgrades.

      Pricing, Setup Cost and Licensing

      It's kind of preventing us from using it on other things because of the licensing model.

      Other Advice

      It's worth it, but have a good team around you to help you do it right. Having a team has been good to bounce ideas off of, especially when people have been using it in our organization for maybe eight or nine years. There's always someone who knows, "Oh don't do this," or "Do it that way."

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459060
      Unit Manager at a healthcare company with 1,001-5,000 employees
      Vendor
      Some of the best things the tool brings to us revolve around the ability to manage all of our work.

      What is most valuable?

      I'm the unit manager of the network operations center so I'm a core user of the tool. I don't get involved in the development, deployment or support of it, but we get a lot of tickets in the network operations center. I think probably some of the best things the tool brings to us revolve around the ability to manage all of our work. The intake of the work, tracking it and helping it move through the different processes so tracking incidents, then times they turn into a problem that we have to follow up and come up with a root cause.

      For me as the manager of the network operations center, it's mainly around being able to track our work, know who is working on what, what our work volume is, how it ties to the different services that we support.

      The reporting is one piece that's a lot of interest to me in the network operations center. We don't have a ton of metrics today mainly because we haven't put the effort in that direction, but we want to. I poked around on the reporting a little bit and I went to a session [at Knowledge16] on performance analytics. I thought, gee this looks like what I'm after but we have yet to purchase that module. I don't know if we will or won't so I guess I don't have enough experience to say. I see the potential there.

      How has it helped my organization?

      I think it's bringing a lot of stuff that's been handled by a lot of different applications and a lot of different areas in one place. We grew up with a few different areas which had their own tools for a long time for ticketing and managing assets. Basically bringing it all into one place I think is very beneficial.

      What needs improvement?

      I would say there really isn't anything I found that I really dislike. Now the caveat to that statement is we've been going at the deployment for a while. Again, I'm the user, the consumer side of the tool. What I'm waiting and watching to see is, as these new modules roll out, as we implement change and knowledge base, I've got myself and my group, we've got a lot of work to do yet just to learn the tool as it is today. We haven't really gotten into it far enough to say, "Gee I really don't like this."

      The sense I get just from some of the classes that I've taken where I've been poking around in some of the tools that we don't have yet, I do see there's definitely a learning curve involved. Now I look at it like there's a learning curve involved in any new tool you bring into your organization. I think the overall pain of the learning curve maybe less when you have a common tool like the ServiceNow. If I get over the learning curve for problem management, for example, I'm probably halfway there with change, incident and the rest of them. A lot of things you're going to learn and want are applicable together. I think overall the total learning curve will probably be less.

      What do I think about the stability of the solution?

      I haven't had any issues. As a matter of fact since we've been using it, I can't think of one time where it was unavailable or had an issue. I haven't seen that as an issue from an end user perspective. I have it up periodically. The folks in my unit have it up all the time to monitor the queues and I haven't heard any issues with it.

      What do I think about the scalability of the solution?

      I really haven't been involved in that side of it, we're the development side. From an end user, I think just as I've watched them enable more modules, bring on more things, I haven't noticed any kinds of performance issues.

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

      We used BMC Remedy for ticketing system. We never really had a CMDB as we had various databases that housed different information so BMC Remedy, is the main one that comes to mind that we used prior to ServiceNow, that we'll be sun setting. We actually had some in-house tools as well that we developed.

      We did so to manage things like our change records and actually that really was the formal IT CMDB if you will. We had some home-grown tools as well that we're working on sun setting.

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

      There's another group in our organization that's responsible for the purchasing decisions. One of the things I heard that was maybe of concern to me, is that we had our in-house system that we used to communicate to our end user groups around change. I have some concerns about the ability in ServiceNow and the capability to notify end users of changes. I think if I was not mistaken that's in part due to licencing. We have about two thousand IT people versus total of about sixty thousand employees.

      I believe there was a licencing cost issue around if I want all those people to be able to subscribe to change notifications. I don't quite understand how that works fully but I get the sense that there was maybe some cost challenges with that. From an end user perspective and the network operations center, we make a lot of changes that have the potential impact, large geographical areas and try to figure out how do to notify our end users. That's what I don't really know yet, how that ServiceNow tool is going to help us do that. We're still trying to figure that piece out.

      What other advice do I have?

      One piece of advice I would give you from my perspective is that if you're going to deploy it, make sure you put the appropriate amount of effort into training the end users. I think there is some complexity learning how to navigate it and I think for a lot of people having a document to follow is challenging sometimes. Make sure you put the appropriate amount of emphasis on training. I've been in IT for about 26 years, I've seen a lot of this stuff grow up in pieces.

      It's filling a niche I think a lot of people have really, really wanted which is bringing a lot of this information into one central location. The various areas of IT can no longer operate in a vacuum, it has to operate as one large cohesive IT department that aligns with the business. I think a tool like this helps bring a lot of that stuff into one place.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459054
      ServiceNow Admin at a manufacturing company with 1,001-5,000 employees
      Real User
      It's pretty straightforward to setup and every now and then we make some changes.

      Valuable Features

      The ability to get in there and create stuff without worrying about setting everything up first. I like that we can get in there and kind of start developing right away, we don't have to worry about getting instances set up, we don't have to worry about getting everything provisional, all the networking stuff done, just get up and go.

      Improvements to My Organization

      Everybody can access it, and that's great. They take care of security.

      Room for Improvement

      They seem to be answering a lot of our problems that we've been having in trying to control the development, trying to control our other developers, and it sounds like they're giving us that. I definitely want to see Scoped get built out more though, it's great that they've got the Scoped functionality but, I want to make sure that we're able to do all of the same things we're able to do in the global inside the Scoped applications as well.

      Use of Solution

      I've been using ServiceNow for about three or four years, but I've really been developing in it for about two years.

      Stability Issues

      We've never really had too many issues and anything we have had has been self-inflicted, so it's not ServiceNow's fault.

      Scalability Issues

      I don't even know that we've had too many issues with trying to scale anything, it comes right ready for everybody to access it in the company. The only thing I would say we've encountered, we've come up with our own creative ways to kind of prevent certain people from accessing things. It's really scalable, it comes ready to go for the whole enterprise.

      Customer Service and Technical Support

      I think they're pretty decent. Sometimes you have to finagle their help best to get the right answers. We've had to escalate some issues before but for the most part we've gotten everything taken care of.

      Initial Setup

      It's pretty straightforward, and every now and then we have to go in and make some changes, but really it's not that big of a deal and it kind of helps us keep modernizing our stuff too, so not so bad.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459072
      CEO at a tech services company with 51-200 employees
      Consultant
      The fact that it's cloud based is important to us.

      What is most valuable?

      • The way it can integrate with other applications.
      • How it can be a central hub for anything we need to do
      • The fact that it's cloud based. That's huge for us.

      What needs improvement?

      It'd be nice to maybe have some help features or some nice how to's to where if you need something, this is what you do. If something broke, this is what you do. Have that more readily available and more straightforward.

      For how long have I used the solution?

      I've personally used it for about a year.

      What do I think about the stability of the solution?

      I haven't had any problems. No latency. No issues.

      What do I think about the scalability of the solution?

      I believe so. We're going to use this as our central point for so many things.

      How are customer service and technical support?

      Very knowledgeable and very quick. The questions that we've had to have, or issues that we've had, we've had them answered extremely quick. I'm very happy about that.

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

      We're slowly integrating it. They're still using Heat for incident management. They had nothing for project intake, for onboarding, or service requests so we're bringing those on now as well.

      How was the initial setup?

      Our initial setup was not the best. We had some issues with it with the company that implemented it for us. We're with a different company now and it has been just fantastic. They've taken us through the whole thing, they've helped us out and they've worked with us step by step.

      What other advice do I have?

      I would highly recommend it. I would say first thing you need to do is sit down and figure out how you're going to start with it and then, where do you want to expand from. Obviously, you don't want every module to start with. Start off with what's your biggest need or what's the easiest to implement and then go from there.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458955
      Production Engineer at a healthcare company with 1,001-5,000 employees
      Vendor
      It's given us one pane of glass to look at a lot.

      What is most valuable?

      The development aspects within it are valuable. Incident, change and problem. It's given us one pane of glass to look at a lot of stuff, which has opened a lot of eyes to our IT department.

      What needs improvement?

      I did some app training and and got to see Helsinki. It was a little buggy, but I realize it's the next thing coming out, so it was good. I like the direction they're going.

      For how long have I used the solution?

      I've personally used it for a little over two years.

      What do I think about the stability of the solution?

      Everything that we've had has been stable. We haven't had really any issues or anything.

      What do I think about the scalability of the solution?

      It's very scalable.

      How are customer service and technical support?

      I'd say they're proactive. Any of the tickets I've had open with them, they've gotten back to me in a timely manner and taken care of things.

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

      We were using something before that was supposedly an ITIL platform, IncidentMonitor. As we expanded and got bigger it just wasn't an enterprise solution that we were looking for, so we looked at ServiceNow, and I can't remember the name of the other one we looked at. ServiceNow by far was the one to go with.

      How was the initial setup?

      I think because we were so new and not knowing what the tool could do we really didn't have anybody that knew much about the product. We brought in a third party, and they had some quick starts that we used to get us up and rolling.

      What other advice do I have?

      If they're coming into it new and they don't have any experience with it, I would say that they need to find a third party that can help get that tool rolling quickly. I would say that we didn't know enough. We went with a company early on, that I had mentioned earlier, that we weren't a hundred percent satisfied with. We switched over to a different company now that we're using, and it's better. It's not perfect. I would say that you need to go and you need to find somebody that can help get you started. If it's not another company that you can look to, third party come in and help out.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458964
      Developer at a healthcare company with 1,001-5,000 employees
      Vendor
      Scaling is nicely done, we've been integrating with other companies as well.

      What is most valuable?

      I would say everything. A customer can call the service desk and the service desk can create the incident and set the incident task to whoever it has to go to and the change is a huge process in our system. In our company, we have the change process that are properly done, so going into ServiceNow it improved the process even more. The change, changed task, and under release, are in the same module. We have a ton of catalogs items we have put in and people have been using it. We do the tasks automatically through Workflow, so it works very well.

      We also did the facility module when we went with the Eureka and facilities team is using it as well. They have tremendously improved their process because they have been doing handwriting before, so switching into ServiceNow they were able to make a lot of improvement.

      What needs improvement?

      I think that ServiceNow needs to think about implementing an enterprise solution for licensing because it's going to become too pricey and not sustainable from a corporate perspective. We are not using HR, BPM management, or DRC. I would like to have those and talk to a company at high levels so they can see better, and they can get into those modules as well.

      For ServiceNow itself, they're doing more every year, even now, they're doing Android, iPhone and Watch, so they should keep doing more things every year.

      For how long have I used the solution?

      I have been using ServiceNow since August 2014.

      What do I think about the stability of the solution?

      There was an outage at the ServiceNow data center servers, especially on the eastern site. I don't know about all the other data centers, but our data center recently had an outage for at least 15 minutes. Two weeks later we found out about it through some other call, not to the engineer and it was not notified anywhere on the system. I thought ServiceNow would have send out an e-mail or put something on the page saying that the ServiceNow in the data center is out.

      What do I think about the scalability of the solution?

      I would say it's nicely done and we have been using it for our other processes and integrating with other companies as well.

      How are customer service and technical support?

      They are doing very well. We have two process. One from the self-service page, the self service page, you can do automatically to the incident or they can call in to the service desk and they can do that manually for them.

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

      We were using HP Service Manager before and even before that I think we had used Heat. I don't know whether there were any other competitors or not, as this was selected by the stakeholders in our company, so I don't know what they considered.

      What other advice do I have?

      I would recommend it and I love this tool. Anything that I think of, the tool can do. The one thing that we were looking for was HR and procurement management. They were looking for the document management and red lines. You can do the documents attached to it, but they cannot do the document itself, like a template or something I believe they are doing the that in Helsinki.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459081
      IT Manager at a insurance company with 5,001-10,000 employees
      Vendor
      The integration between asset management, ticketing and having it all under one roof is going to help us become more efficient.

      What is most valuable?

      To me, just the initial interface is very intuitive and user-friendly and I think it's just going to be yards ahead of what we've been doing previously. Since it's so intuitive, it's easy to use. In the middle of whatever you're doing, you can drill down or build reports or save your filters. I think it's going to save us a lot of time on building and people asking other people for information when they can get it themselves.

      How has it helped my organization?

      The integration between asset management and ticketing and having it all under one roof is going to help us become more efficient.

      What needs improvement?

      It's really too early for me to tell because it's such a vast difference in what we have already. I haven't run into anything yet that I would say needs to be improved. Again, we're just starting.

      I'm not sure if they have the software-as-a-catalogue yet, as far as bringing in the software titles with all of the rules of engagement for the software licensing. Right now, the competition has it, so the tool that we have now it makes it a lot easier on the people running the software compliance because then they're not guessing at how the licensing works. Then they had somebody in the industry telling them exactly the right thing to do without trying to figure it out for themselves and perhaps making mistakes.

      What do I think about the stability of the solution?

      Too early to tell, but not that I'm aware of. That part is not really my area, but I haven't heard of any.

      What do I think about the scalability of the solution?

      I have no idea. I suspect it's great, though.

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

      We were using CA Service Desk. The learning curve is going to be a lot shorter. The interface is much more user-friendly and, again, the integration is much better.

      How was the initial setup?

      It's going to be pretty complex, but it's because we've got data coming from a lot of different sources. From what I've seen on the imports, ServiceNow isn't going to be reason it's going to be complex. They're going to make it a lot easier.

      What about the implementation team?

      We've brought in a third party.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458997
      Manager of Helpdesk at Bloomin' Brands
      Vendor
      Provides one system of record and you can connect the dots all the way through the lifecycle.

      What is most valuable?

      For our company, it would be incident management with the ability to track and report on that. Showing trends and then tying that into problem management as well. Also completing the whole circle, so problem management and change management. Having one system of record that everything is all tied together and you can connect the dots all the way around through the lifecycle.

      Being at the help desk, we see trends and incidence from which we can create a problem to track a larger issue because it's effecting more than one user or more than one location for our restaurants. From there, we run down root cause of what's actually causing this problem to happen. Then from that the developers will kick off change requests to permanently fix the problem. But if you don't have the incident management to replace or the ability to report and trend, then you never know that problem's happening because we have a really quick fix that we do all the time. So being able to see that trending and get ahead of the problems and get them out of the environment makes everyone's life easier.

      How has it helped my organization?

      From our perspective, it's the ability to customize it and provide the different platforms. A good example is that within our organization we have incident forms that are tailored to IT and we have incident forms that are tailored to other groups, like accounting supply chain. They're using the exact same incident form, but they're customizing the fields that show up based on their groups so that they get the experience and reporting they need out of the product, but we're all using one system of record and one form to do that in so we can report holistically.

      The other part of that is from a customer and restaurant facing standpoint, we can build out those seamless pages, create custom portals for the restaurants, because obviously the IT view or the back end users view is not what a customer wants to experience. It lets us create that front end view for a customer to get what they need and still have that logic to the system for it to flow through and everything.

      What needs improvement?

      I think some of the areas for improvement are some of the features that get added sometimes and not a lot of help and resources get devoted to them. A good example is inside of my self-service portal, we use heavily utilizing the wizards that will actually walk users through a guided experience, asking questions, giving responses to lead them where they want to go because in the restaurant industry not everyone wants to fill out forms. They just want to be led by the hand. They're hired to run restaurants, not run computers. So, there's very little documentation on how to use them and how to build them. It's kind of one of the features that got put in but never really expounded upon because it's not been used a lot. So, we really taught ourselves how to use them.

      The other one would be what I'm looking at now which is coaching loops. Very little documentation. Very little understanding of how it works. Again, learning it on my own because the book explains this is kind of the fields and what they do, but very little as far as actually using it as available. I would say sometimes they're great features, and they're great additions, but if there's not a lot of user adoption, then not a lot of documentation gets written for them.

      For how long have I used the solution?

      We've been on ServiceNow for about four and a half, almost five years, and we've just upgraded to Geneva.

      What was my experience with deployment of the solution?

      I think the only issue we've had is our recent upgrade to Geneva went a little wonky. But I think that was partially our fault. We had gotten a little bit behind on patching Fuji and then jumped to Geneva Patch 5. I think there was items missed. Even though it should have been cumulative, I think we had some items that were missed in there.

      The other issue we had is when we deployed ServiceNow, we started with domain separation. Mostly because the consulting company we used said that's the only way to do it. It probably shouldn't have been done, but that's not a reflection of the product as much as the consultants we used at the time.

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

      We used Altiris. Maintaining Altiris servers was getting very expensive. They were hosted locally. We had a very old version of Altiris. We never kept up with the new version, so it never went to the cloud. So very old, very hard to maintain. The admin we had at the time was retiring. But probably the biggest standpoint was how limited Altiris was. You really could not customize it. If you wanted to build reporting, you had to have a sequel admin do it for you because there was no user interface for reporting. It was the system sped out the sequel queries that it was told to do, but you had to write them in sequel. So, it was not very user friendly.

      How was the initial setup?

      I think in some ways we probably bit off more than we should have chewed, but we needed the product to replace Altiris. We had to fill that gap because of everything it did. From a stability standpoint, it was probably on the verge of collapse. We had to put a product in place to take it's place.

      What about the implementation team?

      We worked with ServiceNow directly now, but during the implementation, we found a third party to do it for us. We were involved, but we also relied heavily on that third party consultant because Altiris had been the only thing we knew for so long that this was a complete change. It was our huge step forward.

      What other advice do I have?

      Don't look at ServiceNow as what it can do for whatever department you're in, but try to get some buy in higher up in the organization because the more foundation and different groups you can get into ServiceNow at the beginning, the easier it is for the adoption. It really can become something for the entire organization. Getting that buy in from the beginning helps it grow a little faster.

      If you've got 5 different groups that will be in it from the beginning, then some of the choices you're going to make are going to be a little bit different and they're going to be a little more future planned than, "I just need this for me". So, it's probably the biggest advice I can give is try to plan for the future.

      I've seen other products. I've seen some of the stuff that they can do. Really haven't seen one that can, at least in my mind, replace our ServiceNow for everything that we've put into it, everything that we've done. It would be a very hard thing to do.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459129
      Business Analyst at a consultancy with 1,001-5,000 employees
      Consultant
      It's well integrated into different environments and relatively open.

      What is most valuable?

      I would say it's that it's web based, relatively open, well integrated into different environment and OSN independent.

      What needs improvement?

      I would say database or data visibility. In fact, I think for me, I'm going for the physical side, most of the people like to access data without any constraints. We're in ServiceNow, it's not very easy to access the data on a very simple way. That would be a very good improvement, and you need some specific tools to access data or reporting. Sometimes it's not enough and that's the point.

      For how long have I used the solution?

      I've used it for three years now. Partly as a developer and partly consulting with user groups.

      What do I think about the stability of the solution?

      I would say yes. Sometime some delay of latency but otherwise it is very stable.

      What do I think about the scalability of the solution?

      We will see in the future but I think that Helsinki will be a very great improvement for us.

      How are customer service and technical support?

      I have nothing to say about support. It's just nice.

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

      We used BMC Remedy, and it was slightly different but we went for ServiceNow because it is more user oriented.

      What other advice do I have?

      Prepare a very good Service Catalog first. Then you have a very good base to work on and then trying to adapt the interface to the user to the very basic user because it's the main problem we have to face too.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459012
      Co-founder at ClarityWorks BV
      Consultant
      I like that it's going a bit away from IT and allows you to compose a service catalog or asset database.

      What is most valuable?

      ServiceNow is such a broad framework that you can basically touch upon any improvement that you want to do in your company. Whether it's financial, healthcare or HR related. I think you can use your imagination to build anything that you want to improve. I think that's the greatest power of ServiceNow - it's basically a generic optimization too.

      What I really like is that it's going a bit away from purely IT but it allows you to compose a service catalog or an asset database. That can be the basis of purchasing, request performance or validation. For example for healthcare, you load all the assets of technical healthcare systems into ACNB database which can be used to find out which hospitals have an MRI machine available.

      You can go in all kinds of directions and I think that's what is most powerful. They use mechanisms to attract people to the system. I think the user experience is improving so fast, they use the example a system of record and system of engagement. I think it's exactly that. It attracts people that normally wouldn't have so much interest in a system like this but because it communicates a bit like WhatsApp it appeals much more to what they like to do. Then I think the biggest step of implementing such things is not the imagination of knowing what to design, what to develop but how to implement it in an organization. I think that's the biggest step, basically changing your organization to adapt to the new functionality or the new way of working you want to introduce. I think that for companies it's the most difficult aspect.

      How has it helped my organization?

      Architects and solution designers can come up with the greatest things but more complex organizations cannot just be blended into an ideal model. There's always contradicting stakeholders especially in the field of service management. I'm doing an assignment with a large bank and their service management belongs the service management department. The IT company that does the nominal incident resolution for us feel responsible for service management. We have a security and compliance department who feels responsible for service management. We have a functional support department that feels responsible for service management. Everybody has an opinion on service management, everybody has an opinion on CMDB. If you want to change something with a great idea, they have to get all those people on board to get the decision made and then to have it implemented. I think that is the tricky bit and that's what you don't hear all the time.

      What needs improvement?

      Well the funny thing is that we develop based on ServiceNow and you see a lot of apps being made. I think whenever you see shortfalls or improvement opportunities for ServiceNow that are being built by third party companies, the next release of ServiceNow includes it all. There must be aspects that are currently not there in ServiceNow and my bet is that it will be there next year. That's difficult for development guys like us but on the other hand it makes the product stronger all the time.

      What I'd like to see is the fact that Performance Analytics should be a stand-alone reporting tool, and allow you to drag and drop within the data cubes or the dimensions in the data model. Let's say I want this on the y-axis and I want this on the x or I want this in this in this kind of graph. You can throw around with the fields and immediately you see the graphs being populated. I think from a customer point of view, they should be able to be in the power to have their idea created right there on the spot and not being dependent on an implementer who comes and does this consulting for them. I saw good examples in BMC which I haven't seen on Performance Analytics but they just bought the products, they're just expanding on that. What I see is that companies sometimes use an external tool for presenting dashboards to customers, like Numerify or Grafana or this 3rd-party dashboarding solutions. I think it's a waste if ServiceNow is not able to keep those customers on-board.

      I think ServiceNow can improve more towards the customer to allow them to do that themselves. If they implemented some frameworking, set it up for you and then say, "Okay, this is what you can do and this is the freedom you'll get." Then you can throw or you can toss around with the data in any way you would like.

      On the platform, on the framework called ServiceNow there's all kinds of interacting systems like SAP and Oracle. I think what you see is that maybe SAP will not be needed that much anymore in five years from now because a lot of functionality that a company needs is offered through the platform called ServiceNow.

      I don't know where that's going to end because at some point ServiceNow will become a marlock and people will turn away from a 'one solution fits all' and go more into the niches again. I don't know where it's going to end. Until now I think it looks very promising and yeah, I think very much appealing to most customers.

      For how long have I used the solution?

      We have used it only for a couple of months because we're a start-up. Personally, I've used it a little over a year.

      What was my experience with deployment of the solution?

      One of our partners is the technical guy, he's developing now on the development instance.

      What do I think about the stability of the solution?

      The only thing I can come up with is the fact that we ordered an instance with domain separation or activated that wasn't there from the scratch. We had to raise an incidence and to get it resolved and stuff. You know that it takes you one or two weeks and then everything is done and then it's passed to you.

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

      We used a solution from HP.

      How was the initial setup?

      Out-of-the-box stuff is very easy to deploy but when you have specific demands then maybe of course it is more complex. For us it was quite easy because we had a developer instance already so we developed most of our products in that instance. We couldn't get stuff like the domain separation completely functionally the way we wanted it. We could develop already, so when we purchased our instance I think it took us 2 - 3 weeks to get everything up and running.

      What other advice do I have?

      I would definitely advise you to transition into ServiceNow because I've seen comparisons with the BMC Projects which is a lot more expensive. I haven't seen any functionality that I would really like except maybe for some Performance Analytics functionality that is more user friendly than what I saw.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user462501
      Asst. Director, Technology Support Services at a university with 1,001-5,000 employees
      Vendor
      The ability to take the whole organization and put it in one place is valuable.

      What is most valuable?

      I think the most valuable feature is just the ability to take the whole organization and put it in one place. Traditionally, my background has been in service desk, and so someone who call with a problem and we would deal with it. If it was outside of that scope, it was outside of our system, and so we had to go to someone else's tracking system or someone else's system of record. With ServiceNow, all of a sudden if someone calls us with a facilities request, we don't have to just palm them off and say, "Call this number." We can go into the facilities app and say, "Oh, here's how you get your work order done. Here's how you handle this type of request." It just enabled us to see the whole organization as a single organization, which, especially for higher ed and places like that, just doesn't happen. Everybody has their own little silos, and this gave us a chance to unify that.

      How has it helped my organization?

      Traditionally people saw different facets of IT as different areas of responsibility, so incidents were handled by one group, and problems were handled by another, but they never really called them that. They just called them "tickets," or they called them "emergencies," or they called them whatever they did, and so looking at ITSM, you can look at sort of a workflow of a thing, and so enough incidents becomes a problem, and problems need change, and that sort of thing, and so for us, it was not just about, "We need a better way to track stuff," but it was, "We need a better way to see how that workflow works so that people other than just the folks in the trenches doing the work can see how that works and see how the organization works together," so again, for us, it was about unification. It was about seeing that it was everybody's problem, and not just whoever was holding the baton at a certain time.

      What needs improvement?

      The biggest hassle we have for ServiceNow has been licensing. We have a lot of student workers. When you have cheap labor that's right at your doorstep, you can't turn them down, and so we have a lot of functions at the university, not just in service desk, but also in housing and in customer support, that is handled by student workers that don't work all the time. They work ten hours a week, or they work five hours a week, but they consume the same type of license as an eighty-hour-week employee, and because of that, in some departments, it's prohibitively expensive to use ServiceNow, because if you have a hundred student workers that are only working ten hours a week, you have to pay for a hundred idle licenses, and that can be a huge speed bump into getting them to adopt it, whereas with our other platforms it was concurrent licensing, and we could just buy a bucket of licenses and hand them out.

      There are some initiatives to improve that, but for right now, that's still a big stumbling block for us is, that's really stopping our momentum is, we go to a department, we give them a great pitch, and they ask for the price, and it really is a big issue.

      For how long have I used the solution?

      We went live just over a year ago, and we had a fairly quick implementation period, so we had only used it for a few months prior to that, as far as building it, and that sort of thing, so just under two years.

      What was my experience with deployment of the solution?

      In fact, it solved a lot of those issues for us, because our Remedy implementation was all on-prem, so we had database servers we had to update, we had Tomcat servers. We had every other kind of thing, and not enough staff to run them, and so it really was an effort whenever we had to bring a service outage back that we didn't know sort of what was happening. Same thing with upgrades. You had to coordinate several people, and it was a lot of effort, whereas now it's literally just, "Hey, we need to do a patch this weekend, so let change know that we're doing a patch," and in the morning the patch would be there, and so from our standpoint, that was really the biggest thing, is that we haven't seen the issues now that we saw previously. As far as implementation, uptime, we really haven't had any problems.

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

      We used BMC's Remedy product, but it was traditionally call tracking, and so it really didn't unify it under any sort of framework. It was just call tracking and knowledge, and so ServiceNow gave us an opportunity to see it, just to open the world of ITSM up, we hadn't been exposed to before, and see that you could actually bring all that stuff together in one place and resolve it more efficiently.

      How was the initial setup?

      The technical aspects of it were fairly straightforward. We knew we wanted to change, and so never let a good crisis go unused, and so we knew we were changing products, and we wanted to change philosophies too, so we didn't spend a lot of time making ServiceNow look like Remedy, and that helped out, but what it also meant is that we hit a lot of resistance from people that had to move towards that new product, that it didn't look like the old stuff, and so from a technical standpoint, I had a top-notch architect, and he came in and he knew exactly what he was doing, and he knew how he wanted to do it, and so when we went to the customers, that was really the issue is, they wanted more of a vote, they wanted it to look like their view of how it looked, so technically? No, very easy. Politically, sort of new process, sort of point of view, it was a little bit harder, but the technical aspect's very easy to handle.

      What other advice do I have?

      I would have them analyze their business and see if they had the drive to move to a system like ServiceNow. ServiceNow was a huge jump for us because it was seeing the world differently, and some universities, particularly smaller ones, don't have the willpower to make that jump, and so what I would tell them is, "There is a lot of potential here, and if you're ready for it, grab it with both hands, and just do it, but if you're not, back off." I mean, they have the ServiceNow Express that's sort of a light way to get into the system, but I think my advice would be, to do your due diligence. Make sure that your organization is invested, and it's not just a couple of people who want to buy a new package, and when you're ready, go for it. There's a huge community that can back you up, and there's a lot of support that you can get, but if you're not, then don't waste your time and everybody else's moving to a system that you might not be ready for.

      It all goes back to potential that it is a platform. It is not just, "Here are your round pegs, and here's our square hole. Do the best you can." It's really, it's got the potential to do a lot of good. There are some things that I have issues with because I don't think higher education is a demographic that ServiceNow is really comfortable with yet, and so there are problems there that they don't realize, like the student thing.

      I think once they get the higher ed stuff more up to speed, and they've got SIGs now, and they've got panels, and that sort of thing, so I think they're getting there, but for right now, it's not really a demographic they focused on, and so I'd like for them to pay more attention to that.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459015
      Solutions Architect at a tech services company with 1,001-5,000 employees
      Consultant
      It's all about the level of usefulness ServiceNow brings to IT. Usability, application customizations and ease of building your own product within the tool.

      Valuable Features

      It's all about the level of usefulness ServiceNow brings to IT. They all affect legacy systems, so if you compare it with other tools, the edge which ServiceNow was there from day one. Usability, application customizations and ease of building your own product within the tool was a very positive edge for ServiceNow to be leaps and bounds beyond the market tools.

      Improvements to My Organization

      We have done multiple implementations across various industry structures, industry verticals like manufacturing, automobiles, healthcare, aerospace, and federal government implementations. All these implementations are different in its each unique way based on how many users use it, the locations of those users and all that. What I'm trying to say is even if there are multiple customizations, the number of users are different, we've never seen any stability issues compared to other industry leading tools. It's pretty stable.

      Room for Improvement

      Definitely discovery software and management. Then talk about CMDB, how they arrange all those CMDB tables. Those are a few areas of improvement that they can make better.

      Use of Solution

      I've been using ServiceNow for the past six years. From the initial days where they were on a on-premise implementation, I've been using ServiceNow products.

      Scalability Issues

      8/10 - because when you're talking about scalability there are a lot of factors. You're talking about user scalability, we're talking about application scalability, talking about what ServiceNow can achieve. They are very good with custom applications, building capability, and the ability to maintain them. The only thing is once you kind of get into that part, then when you do upgrades you're probably going to need to work on those custom applications to make sure everything works fine. Apart from that, they're a pretty robust and scalable platform for workload.

      Customer Service and Technical Support

      They're responsive. Knowledgeable - it's kind of questionable because the problem they are also facing is expanding leaps and bounds. Everybody wants to get on the ServiceNow bandwagon. They're probably also having issues with resourcing and training those people to kind of address the right questions and all that. Each and every problem is unique so there's a need to find a senior resource and assign the ticket. The whole addressing duration, issue disintegration, would definitely take longer in case of your level one is not so equipped. That's what I observed.

      Initial Setup

      It's straightforward.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459093
      Sr. Program Manager at a media company with 1,001-5,000 employees
      Vendor
      We use it to serve our end-user community so that they can order product and get service from our help desk.

      What is most valuable?

      It's serving our end-user community, making it simple for them to order products, get service from our incident help desk, and perhaps even helping everyone across the globe because we have to stay connected somehow, and ServiceNow does that for us.

      We've just launched the visual task boards in the last year, so we're still learning how to do that effectively. Right now, we're trying to do a comparison of what we do with our internal chat and using the chat inside ServiceNow, so a lot of things that we're still learning, and we're trying to break ground so to speak, so that we can get better.

      How has it helped my organization?

      I think I want to focus in on our assets. We do many things for studios, and internally, we use a lot of hardware, so we want to be able to find and understand where our assets sit. If there's a breakdown in communication, how do we service that? We've recently launched with one of the certified partners. How we do a better job in tracking those assets once it comes on location, and then it gets into the inventory. That's the key piece. It's how do we manage those assets, manage the cost, manage where they are, and make sure people have access to that equipment.

      What needs improvement?

      Maybe cost in one sense because when you make that investment from the other side of it, you're looking at the cost, but we've been having that ongoing debate. Empty glass could be your cost, but the full glass or maybe half full, or half empty. If it's half full, that means you're getting great things out of it. If it's half empty, you're so worried about the cost. Where are you going to trim. We're going down the path of, "How do we shape our roadmap so that we understand what that investment is going to do for us?" We're using the Champions Enablement Tool to help us chart that out. We have our own internal tool, and there's a lot of similarities, but I think what we want to do is just channel it the way ServiceNow is intending it to.

      For how long have I used the solution?

      We've been on it since Calgary, so we were early adopters. We're currently on Fuji. We will probably move to Geneva probably in the fall.

      What do I think about the stability of the solution?

      Recently, we've been working with the support because they've been notifying us that there are certain things that may be slowing down our system. Right away, they've advised us that they have that ability to transition us seamlessly and to help us with our connectivity. There are some complaints internally still that we're trying to wade through, but overall we've been quite happy with it. Connectivity for the most part has been very good.

      What do I think about the scalability of the solution?

      It's tremendous. Just recently, we rolled out the GRC module. It was specific to one of our security teams. At the moment, it was just to help them with their auditing, how they manage their compliance. Now, the part of the business has gotten wind that this is out there. It was demoed. Now, people are coming to us in that sense.

      The Service Catalog continues to grow over a hundred service catalog forms, and people want to get rid of the old email in our office, department envelopes, the email, and the shoulder tapping. Now, we're able to centralize them through the portal. In fact, that's another thing, the portal that we have. We had user issues with the community portal on Eureka.

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

      It was scattered. It was decentralized, so people in their own locations were tracking a certain way or doing things a certain way. Some people had barcoding systems and scanned assets, while other locations were just eyeballing it and logging it onto spreadsheets. We knew there's a problem, and just like the Chief Product Officer is saying, you want to automate where you can, and this is where we want to go.

      We went out to go get a certified partner's product and cross-views, and they've helped us really just make it look and feel more friendly than when now you look at Helsinki, it's like right in alignment of where we are today and where we want to continue to go, so those are the other things that we have to weigh out.

      How was the initial setup?

      I wasn't part of that implementation team. I came in to really get the program together because we had our enterprise architect team implement it. However, I think the guys had fun implementing it because they were looking forward to actually getting it in place, start using it, and start deploying it. 

      Upgrades through the years have been pretty tough. We didn't get the sandbox right away, so it made hard on our users where we have to do all the testing and make sure we understand the differences between out of the cloud versus what we did with custom development. That took just a little bit longer in analysis and testing implementation.

      What other advice do I have?

      First question I would ask is, "What are you waiting for? You've described to me all your problems that you're having. You're decentralized. You're disparate. You have all these things that are hanging out there. You don't have a way to communicate essentially through people. Come on board."

      I took the governance class. It was a day and a half, and I sat at a table with people that had the same problems. We had a new implementation in the two months prior. We have someone that's on a competitor's application, and they've already made the decision to come in ServiceNow, but it took the management team to say, "Hey, we need to do this. We got to get better at what we're doing." Really, it's all practical in the sense of filling the need, and it's making it simple not only for the end-user, but if you saw the key note today, the backend where the developers and the systems. It's going to be really helpful for everyone.

      It's right from our own internal processes, and matching staffing needs, and meeting the customers' needs, and then also ServiceNow coming in where cost has to be helpful to us. We know the platform is there.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459132
      ServiceNow Developer and Analyst at a manufacturing company with 1,001-5,000 employees
      Real User
      We are using ServiceNow to replace some applications on systems that we're hoping to be able to retire.

      What is most valuable?

      The platform as a service and the capability to build our own custom apps. Also, the built in work flow engine as we're able to create our own work flows, but that the engine is already there and it speeds application development.

      We are using ServiceNow to replace some applications on systems that we're hoping to be able to retire. It's helpful to be able to get new applications up and going quickly, and the work flow engine helps a lot with that.

      How has it helped my organization?

      Using it as our ITSM solution, it has helped us to move a lot of our different processes onto the same platform, which helps with reporting and tracking and that sort of thing.

      What needs improvement?

      We still have some issues with some of our ITIL users, like some things aren't as intuitive as they could be. Related to being able to see things, like what tasks are assigned to them. Service Catalog and request fulfilment is the main module we use right now, or effects the most people, and so the learning curve for some of our ITIL users is a little higher than we would like in some cases.

      What do I think about the stability of the solution?

      We have had some issues over time. I think at times, they've ramped us up or given us more processing power. A few times we've had outages lately here too. Sometimes it does seem slow. We've kind of learned not to bring up a list with a thousand items in it. Sometimes there's something that you run that you expect to get a response in a couple seconds and the counter counts up to 45 seconds before you get your response back, so there's certainly some issues. We've seen a few bugs, but no show stoppers.

      What do I think about the scalability of the solution?

      We're on the small side of ServiceNow installations. It's just for our plant, so it's not like our whole operation. So, we haven't had any scaleability issues other than we've seen some latency sometimes. I don't know how much of that might have been related to needing to scale up a little bit.

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

      We had a custom Lotus Notes database that we were using for request fulfilment before, but some of the other pieces that ServiceNow fills in we had various solutions for. We switched because ServiceNow gives us more capabilities as far as giving us one platform to be able to have a lot of our systems on and it has a lot of functionality there just out of the box. A lot of plug-ins you can just turn on and have some functionality, which of course, we want to customize. But, being able to roll out something like that so quickly helps.

      How was the initial setup?

      The initial implementation did take a while. It was fairly complex. We engaged ServiceNow to help us with that. Our ServiceNow also engaged a business partner to help us with roll out initially. Going through that process did take a while, but we had the workshops and training in place to help make that easier.

      What about the implementation team?

      It was through ServiceNow, but they were busy at the time, so we had a ServiceNow project manager. To help, ServiceNow also brought in a third party and the third party was stronger than our ServiceNow program manager or project manager was, and wasn't nearly as strong as the business partner was.

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

      ServiceNow is not cheap, especially as we continue to pay for it year after year, but it is helping us be more efficient from the perspective of taking less time to make sure that our requests are fulfilled and to bring out new features and functionality.

      What other advice do I have?

      It would help to know more about a specific situation to give advice, but it is nice that there's a decent sized ServiceNow community and Wiki that you can find what you need. If you see a demo or see some of what ServiceNow can do, it's certainly worth looking into. However, to give more specific advice, I'd need to know more.

      I think there's some things about that that ServiceNow could have implemented better, but the software in general is good and solid.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459114
      Sr Software Engineer at Southwest Airlines
      Vendor
      We've been able to finally implement a CMDB.

      What is most valuable?

      There's pretty much nothing that I have found yet that I couldn't accomplish within ServiceNow if I wanted to. I think for us, we tried several times to implement a CMDB, a configuration management database, and it failed for various reasons. With ServiceNow, we were able to finally do that. My boss refers to that as the pink unicorn, the mythical creature that did not exist.

      We finally made that happen with ServiceNow. I feel that CMDB is actually my license plate.

      How has it helped my organization?

      I think historically we have had a real warrior spirit. We would get in there and do it and sometimes that meant we would write something in house. I think that we would invest a whole lot of time on something, and we would get real attached to it. Then the next thing you knew, you blinked your eyes, and we were behind the times. I think that we've made a giant leap or two in the last year, year and a half or so, that we've been using ServiceNow, that I've been involved with.

      Now we have invested the time in the CMDB. We've invested the time in a portal and catalog items and now we're moving towards automation and things. We moved from Eureka to Geneva and now we've got this whole fresh look and all these new features. We're able to stay a lot more current a lot faster because ServiceNow is doing the work to keep the platform updated, whereas we can just continue to provide value that is specific to us and what we're trying to do.

      What needs improvement?

      There's some platform code that is compiled and its Java code on the server side. There's no documented API on what the functions and properties are of that code, and we're not able to reflect that code to get it to make our own API. I think some of the platform devs have met with me in the developer hub and said that they are working to provide that because they can see why we'd want it. I'm excited to hear that that gap will get closed soon.

      Also, some of the way that the patches would break the catalog and the catalog items would cause unnecessary changes to the lay out in the UI. Like moving a field label from the left to underneath. If you have 30 items on a page, or more, that's going to offset everything. Unnecessary moves and then unnecessary moves back, stuff like that.

      What do I think about the stability of the solution?

      It's pretty solid. I think that on our dashboard it says 99.8% availability. Now a lot of my customers in the service desk that do our support line, over the phone or through chat, they're telling me that the CMDB look up for config items on the incoming incidents that they're starting, is way faster in Geneva. They've set it, set it, and reset it. It wasn't just a first impression. It's a lasting, "Thank you. Thank you. Thank you." They sent a special email. We don't normally have people that are raving fans of anything you provide tool wise. We have our customers who are usually raving fans on our airlines. This was kind of surprising to hear.

      What do I think about the scalability of the solution?

      We add users constantly. We on-board people and they are automatically added. We have a portal that's internal for our users that don't need to do changer class but they do need to request things in the catalog so those people are able to log in and request stuff.

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

      We didn't successfully implement a CMDB. I think different work groups were very siloed and they had the problem of, "Where's our stuff?" They each solved that problem on their own because there was no centralized management database. Some people used spreadsheets. Some people used Wiki Documents or Wiki Documents with spreadsheets in them. Other people just had it in their heads and like, "We'll go ask Jim or go ask Bob. Oh, Bob left. I'm sorry. Go ask Tim. Maybe Bob told Tim before he left." It was like that. What we were able to do was use this as the first product that actually worked. We did try a few other products but we weren't able to get that off the ground. I don't know if that really speaks to those products or if it was the lack of support that we had from our leadership to get it done. I wasn't involved so I don't remember who it was, but I don't believe they were home-grown.

      How was the initial setup?

      We used a tiered approach. We did like five or six release cycles to get to where we are. We started with CMDB and change management at the same time and I think that that really worked well. When we were working in Remedy, our CMDB only kind of had Oracle database names and host names. Windows or Linux host names and that's it. It was pretty flat and people were used to it and it wasn't a whole lot of information to ask people to put in their change request. When we came over, we were able to stand up change and people were satisfied with just having the host names, which was fairly simple. Then we were able to do kind of a crawl, walk, run, run with scissors sort of thing. I think that it went well.

      What other advice do I have?

      Come to a user group meeting and we'd love to connect, meet and show you what we've done and talk about where you're at and give you some feedback and advice about what worked, what didn't work, what we thought might work better.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458973
      Senior Consultant at Devoteam
      Consultant
      If we need to build other applications we can do it, the same way if we want to modify an application.

      Valuable Features

      As a platform approach I would say I really like this vision of saying ServiceNow is an application platform now as a service where we can build any application we want to so we have some applications on the baseline like in sales management, like change management, now customer services, like security operation. If we need to build other applications we can do it, the same way if we want to modify an application, we can do it as long as we follow the base practices.

      It's something really nice to do with ServiceNow because all legacy products when you were trying to do something a little bit on the side, it didn't work anymore and was very out of grade. Here, with our customers it's actually nice to upgrade ServiceNow.

      Room for Improvement

      It's like when you work on science, you say, when I answer one question, I have 10 other questions rising up. I see the same thing with ServiceNow. When something is added on ServiceNow on the platform, then you have 10 more things to do because you have to improve again and again and again. Here what could we do? They probably have a lot of things to do with IOT. We can always improve a lot of things about how we work between citizen developers and professional developers.

      I am a professional developer so I know about Javascript, about coding, about scripting, technical stuff, but need as well to have people who don't anything about it would just and test it by their business side of the things. I want to engage them more and more to do things, to start doing things and when they are stuck with something, they just say, "Okay, David, please come to us, please help us with this thing. Please finish up the polish part," and then we arrive. Those are the things I would like to improve to engage more and more and more the citizen developers.

      Use of Solution

      I started using it in December 2011.

      Stability Issues

      I think we've got one customer who had an outage once, or maybe twice. One was a mistake we did on an integration and not the fault of ServiceNow. Second one is that the personnel forgot to change some certificates, so the instance was working perfectly, but the customer said, "I have an outage here and why?" We looked at it and we say, "Did you do your work here?" "Oh shit! I have to do it now." Yeah, extremely nice. I never had any issue with ServiceNow.

      Scalability Issues

      We go through the smallest customers, probably have something like 30 people and the biggest ones probably have thousands of people using ServiceNow everyday.

      It's working very nicely, with scalability. Again, scalability with number of people, but also different teams working on ServiceNow, different processes, different countries. You can work with people all over the world together because ServiceNow won't stop working at 9:00 in the evening for European time.

      Customer Service and Technical Support

      Extremely good. The latest incident I have registered on high support was last week and maybe it was extremely complex, extremely technical, but after maybe one hour or two hours they came back with an answer saying, "Yeah, David, please read the documentation because it explains there that what you're trying to do is not actually possible." They provides all the answers and explanation why it's not really good to do it.

      Initial Setup

      It's different for each company because if you are already quite mature with your processes, if you have good communication on your team, if you are obvious approach of collaborating between people, it's extremely easy. It can take just weeks to do it. On the other side, if you had legacy processes, you customized the previous tools and if you don't have this collaboration approach with the different teams and if everyone says, "I know what I need. I need this and only this feature and I can't listen to you if you tell me otherwise."

      In that case, it might take more time, not because of ServiceNow but because we need a chance to culture the company. We need to have a culture shift on the company to be able to go to the right direction on ServiceNow. Communication, marketing, intel or involvement, engagement with people. That's extremely important to do.

      If you need more time to do, for example, user acceptance testing, if you say, "Well I'm not secure as a customer to go live now." "Okay, let's take one more week, two more weeks to test. We probably won't do anything, any new developments, just a sync," but at least you will be sure that your users know ServiceNow, they are ready for go live and will be smooth. That's the most important. You go live when it's smooth, and not when it will be hectic.

      Other Solutions Considered

      I have customers who use HP Service Manager, BMC Remedy or CA. Personally, I tried in 2011, I have tried to work on BMC Remedy for maybe two months. I didn't learn that much. When I had the opportunity to go on ServiceNow, I said, "Yes, let's try." It was very nice and I have also spent maybe two days on HP Service Manager and that was the two most boring days of my life.

      Yeah, the only thing we have to say with customers who already have some product today, especially in ITSM, is don't implement what you have from BMC or HP in ServiceNow. When you do ServiceNow, you do the ServiceNow way, not the BMC or not the HP way. That's extremely important because that's where you can end up with something extremely complex, not only for the platform. The platform can manage it, the platform don't care. Technically it's possible. For the people, for the users, for the end users for the fulfillers, you want to do something simple.

      For example, for one customer, a small customer like one Android people IT guys, small customer. They had on instant management they had three Android categories. When you do some ServiceNow implementations, the first implementation step, you have to review your processes and review the requirements. Be sure you have the right things in place and not the things you don't need. Yeah. I think if I have say three words about a good ServiceNow implementation, it's all about upgradabiity, because you have to upgrade every six months or every year so you need to think about the upgradability of your platform. You have to think about the performance and you have to think about the value.

      If you request anything and if you are a customer and you ask me anything to me, I will tell you what is the justification. If you don't have any justification, I will tell you, "Well, I'm sorry. I can't do it." I'll go to the CS person, and the they will say, I want this feature and I will say, "Okay. You are the customer, I do whatever you need, but above that, you need a justification." That's extremely important.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459078
      Senior Technical Manager at a religious institution with 1,001-5,000 employees
      Vendor
      I use the solution for analytics, but my team uses it for incident management.

      What is most valuable?

      I use ServiceNow for analytics, but my team uses it for incident management. Those are the two most valuable things that we use it for.

      What needs improvement?

      I'd like to see improvement in their mobile space just because that's certainly my priority. I'll also like to see improvements more in their reporting in analytics still. I think they're getting there, but I'd like to see a little bit more from what they have right now.

      For how long have I used the solution?

      We've been using ServiceNow for two years.

      What do I think about the stability of the solution?

      Perhaps we only had one issue that I can remember that we had a downtime, but other than that it's been very stable and very consistent.

      What do I think about the scalability of the solution?

      It's still to be determined. In fact, I need to find out if it scales specifically for mobile devices. We have thousands and thousands of mobile devices out there around the world, and so we're trying to see if we can implement ServiceNow to scale to that number.

      How are customer service and technical support?

      It was implemented by our engineering group, so my supports go straight to them. My understanding is that our solutions manager owns the product. My understanding is that he gets good support from ServiceNow, but direct support from ServiceNow, I don't directly do that. I go through our engineering group for that.

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

      We were using HPE Service Management, but it was cumbersome. It was really not user-friendly. ServiceNow helped us, plus added value of workflow. We use a lot of workflow as well. We use that. That was the greatest value for that.

      How was the initial setup?

      I didn't set it up for our organization, or I think my team didn't set it up, but for our instance for our group, it was seamless. The migration of data has been seamless for us as well. At least, that was our experience in our department. There's multiple departments, it's my organization. The data, the which one was the biggest one, transitioning from the old HPSM to the ServiceNow has been consistent and very good.

      What other advice do I have?

      I recommend the product and I think there's potential for it. For the features that we have now, it's been day and night difference from what we've had.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458988
      Support Specialist at a insurance company with 501-1,000 employees
      Vendor
      It helped us better our processes. It forced us into adopting best practices.

      Valuable Features

      I think realistically, it helped us better our processes. It forced us into adopting best practices. We were in a bit of a tech island, and so we kind of do our own thing. To get everyone in the same system, behaving the same way, looking at work the same way, it helped bring everyone on the same page and to adopt better ITIL practices.

      Room for Improvement

      We're a few generations back, we're on Eureka. We've had some vendors initially help us out. We've been through about four different vendors over the three and a half years. Some of that code has been problematic for us. We're looking to get to the Geneva release. A lot of this social type computing is really interesting to us.

      I'm going to a Hackathon today, and I'm looking at a "Like" feature for managers. Often in IT, we're not front and center of projects, we don't get the spotlight. When we do things that keep the system up and running for the users, no one sees that. We want to say, "Well we're doing the work in the system." Our managers can go look at that, like it, high five, that kind of thing. We're looking at that kind of Facebook style, or social media style, view into their work and actually interesting to deep diving into the data and showing what our stats are like.

      Use of Solution

      We just did our three year renewal in January so about three and a half years from implementation to production.

      Stability Issues

      We've never had it go down or connect. Most times people say ServiceNow is down, it's because our network isn't available, so it's typically not us. You can flip the WiFi on your phone and say, "Okay, that's not ServiceNow." It's been really good.

      Scalability Issues

      We've been pretty consistent from day one. We've used more and more modules, and as people are getting more comfortable with the platform, we're trying to tie more functionality into it, but it's been reasonable for what we're doing.

      Customer Service and Technical Support

      It's pretty good. I can say that for some things, obviously you can't know everything and we can't find everything, but they've been doing better and better with that. Usually, when I do ask a question, they're pretty good at saying, "Okay, well here's where to go," or, "Okay, that's legitimate. Here's how to solve it." It's usually within a week or two that our issues can be resolved. If they're not critical, it's reasonable for us.

      Initial Setup

      There's a lot there, it's like Excel. You can go in any which direction and you got two different ways to do it or multiple ways of doing things. It was a steep learning curve for us. We went through a number of vendors until we were able to fish on our own. Now we can go to specific people and then get those targeted information. It's been really good for us to have the user groups, local user groups, the snugs, and pick the brains of other companies who are having the same challenges or working on the same projects we are. Then we can collaborate a little bit and make sure that we're doing what makes sense. It's not just us in our own little sandbox.

      Other Advice

      Definitely understand a bit about ITIL best practice and what that is. We had a gentleman come in about three months before ServiceNow was brought in. He actually ran a mock help desk scenario with business asking things and with the knowledge base being put in typical back end of the level two support. We played the game several times, reorienting where all the knowledge is, where their work was done, and all of a sudden, I had a bird's eye view of how work should be done. As we were implementing ServiceNow, all the decisions and all the modules we put in place laid out to support that foundation that we'd seen. Whereas our initial approach was let's just put in there blank for like all the systems that we have. We wouldn't have leveraged a lot the best practices and things that we'd seen in the game that would've really helped us out. We would've had to rebuild it after the fact. Really understanding, see where you want to be and then build the tool up from there.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459009
      Developer at a financial services firm with 1,001-5,000 employees
      Vendor
      There's not a lot of tools that I've been an administrator of where the community really helps out.

      What is most valuable?

      The new developer tools with Geneva have been the most valuable so far. The community is really good too. There's not a lot of tools that I've been an administrator of where the community really helps out like ServiceNow’s does.

      What needs improvement?

      I'm not sure about additional features because really, if you need something, you can build it in ServiceNow so that's pretty neat in itself. Working out some of the things that people might have headaches about and for access to certain things in the workflow, like the delivery time and being able to set that dynamically on a request item would be nice. As far as new features, it looks like they're going the right direction. They have ideas that I haven't even thought of.

      For how long have I used the solution?

      I've used it for a little over a year.

      What do I think about the stability of the solution?

      It has. With the new update in Geneva, there's a few snags with the presence, but they're getting that ironed out. As far as up-time goes, it's always been available.

      What do I think about the scalability of the solution?

      We haven't needed to scale yet and right now our licenses aren't size-based as far as storage-based goes. I haven't really seen a need to scale at the moment.

      How are customer service and technical support?

      Very good. I've worked with other vendors in the past that haven't been nearly as good as ServiceNow's, like CA technologies and SolarWinds. ServiceNow is way better.

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

      I previously used CA UIM. CA didn't really know what was going on and a lot of the stuff they promised was really not working properly. They got us in the contract, though, so it's too late.

      How was the initial setup?

      I wasn't at the company when the initial setup took place, so I can't really speak on that. As far as upgrades go, it's pretty straightforward. Doesn't take too long and generally goes smoothly.

      We will eventually upgrade to Helsinki. I guess we can do it now if we wanted, but we just switched everybody from Fuji to Geneva and getting everybody used to that. The UI hasn't changed a whole lot, but one of the sessions coming up [at Knowledge 16] is the Helsinki features. I'm going to take a look and decide from there whether we should push it quicker or not.

      What other advice do I have?

      I'd tell them to stay out of the box as much as possible. We've had it for quite a while, I think since 2005. Out of the box as much as possible because once you start developing and making stuff your own and then some cool new features come down the line. It makes a lot of work to look at backing out stuff so you can implement the new features from ServiceNow and then maybe eventually putting your stuff back in. Just stay out of the box as much as possible, alleviate headaches.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458976
      Director at a tech services company with 51-200 employees
      Consultant
      Most valuable feature in my eyes is the rapid development.

      What is most valuable?

      The most valuable feature by far of ServiceNow is the rapid development. How quickly you can actually go out and change things, adapt things, ready to fulfill the business needs.

      What needs improvement?

      One of the things that we're trying to figure out is how ServiceNow can be more of a platform to be used as a backend. Because of the rapid development, it can barely oversee it for use at the back end. We're having discussions right now to actually understand what that will mean. The other piece is some of the UI's are currently being restricted from not having too much customizations. That puts us in a tough spot. Sometimes there are some corner cases where some people want something and we kind of change it. Those are mostly with new UI's. There's good reasons for actually locking those down. At the same time, it problematic for us.

      For how long have I used the solution?

      I have been using personally ServiceNow for about five years.

      What do I think about the stability of the solution?

      Best in class. It has been really good; it's availability, reliability, performance. Sometimes people do dumb stuff with scripts. The performance is not the platform's problem, the problem is with peoples scripts.

      What do I think about the scalability of the solution?

      It scales well.

      How are customer service and technical support?

      It's great. I'm part of the ServiceNow community, so that helps for support. Their support works great - they are really helpful, they have the indicators and all the right stuff for closing tickets really quickly and they also put first resolving your issue. It's really great support.

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

      We used to use different solutions. Some of it was kind home-grown. Nothing similar to ServiceNow from as a platform perspective.

      How was the initial setup?

      It's already set up, you just have to work it out according to your needs. Just like in any other project, you need to understand your process, you need to understand how you need to improve your process. Don't automate the problem. Just like any other process, the recommendation is you either work with ServiceNow or you're work with a technology partner. I'm a technology partner and we help others with those types of things. It's really straightforward.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459048
      Programmer Analyst at a transportation company with 1,001-5,000 employees
      Vendor
      We started off at ITIL processes, but now we're looking at integrating that with other aspects of our business.

      Valuable Features

      Integration - we started off at ITIL processes, but now we're looking at integrating it with other aspects of our business. We're on-boarding CMDBs so that we know what we have. On the other side of that, we can tie those into those processes that we already have so that we can actually see incidents across which devices or if there were changes made to those devices that correlated back to those incidents and stuff like that.

      Room for Improvement

      More out of the box stuff, but then again it's so customizable that you can make it do what you need it to do even if it didn't come with it.

      Use of Solution

      I've used it for a little bit short of a year. My company has used it for four years.

      Stability Issues

      It's been constantly stable. I wouldn't say never any down time, but I would say that we're usually at four nines.

      Scalability Issues

      I would say most certainly it's scaleable.

      Customer Service and Technical Support

      With my interactions with them, I would say that they're really good. I almost never have to escalate anything. It's usually the person that responds to me helps me out pretty quick.

      Initial Setup

      Upgrades can be kind of painful. ServiceNow is a great product because you can do almost anything with it. On the flip side of that, it's kind of horrible because you can do almost anything with it. The more you customize stuff, the more effort there is in upgrading to see what isn't getting upgraded because you've customized it and then to work out what you have to do.

      Other Advice

      My advice would be to do it, not knowing obviously what their ITIL processes are beforehand. I would say, "Get ready to ride the roller coaster," because, like I said before, you can do almost anything with it, which is also a downfall because when we started we were doing just incident change and problem. Now we're doing incident change, problem, project, self-service portal, CMDB discovery, service mapping, even management. It grows exponentially. You have to try to keep up with all those pieces.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459024
      ServiceNow Developer at Western Governors University
      Vendor
      The ability to manipulate or customize all of the underlying structure is what I like best.

      Valuable Features

      The ability to manipulate or customize all of the underlying structure.

      Room for Improvement

      That's a really hard question because their target audience is so diverse. They've got everything from medical to university and everything in-between. For me personally, I would say all these new features, these new things that they're doing are awesome, but I want documentation on what they're doing on the underside, what they're doing behind the scenes. I think I'm honestly in the minority with that. I think most people want to just get some admins and have them be able to do everything that a developer can do. I would say as far as marketing or sales, I would say they're probably going in the right direction. Enabling the admins to do more and more and more, while locking down, so they don't muck around and screw stuff up.

      Use of Solution

      I've used it for four years.

      Stability Issues

      It doesn't crash. They have a terrific up time, but I would expect that when you have four redundancies, that goes without saying. I would say that for the things that I like to do, which is muck around in the underlying, I would say that it's going downhill.

      The most recently released Geneva locked up a bunch of stuff. A good example is UI16. There's a bunch of stuff that's undocumented and it's locked away. It makes it very hard to get to. I would say that's a definite negative.

      Scalability Issues

      As far as I'm aware, it scales beautifully. You just throw another stack or two or 20 at it and off you go. We make a lot of custom apps, custom modules, which is why I muck around in the underside. As far as that goes, for scalability the sky is the limit.

      Customer Service and Technical Support

      They're a funny group. I've never had a ticket that I've submitted to support that was answered by the initial person that received it. It usually ends up going to their tier two or in some cases, the developer. I don't know how to answer that question because the questions I ask are very hard. I've been doing it for a long time. I'm sure that the support team is fantastic for someone that's new to the product or hasn't used it before but for me it's a bit of a rigmarole.

      Initial Setup

      Actually, it's very complex. Usually, you're doing it with a partner. Most institutions have partnered with someone to help them with an implementation. How well it goes is usually on the implementation engineer or their team's shoulders. I have gone through an implementation that was just horrific and we made it work. I've seen implementations that go fantastic. You just turn a key and there it goes. I would say it really depends on the quality of your implementation engineer.

      Other Advice

      I would ask about the use case. What are you trying to solve? What are you trying to do? Then I would advise based on their feedback provided and their budget. Some budgets are very small and I don't know if they would work with this solution.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459123
      Project Manager at a financial services firm with 1,001-5,000 employees
      Vendor
      Get everybody on it, don't do it piecemeal.

      Valuable Features

      In my role it would be Demand and Project because I'm a project manager.

      Room for Improvement

      I attended some of the sessions about Helsinki and I think some might be addressed there - reporting and Gantt charts. Calendar views - there are no nice calendar views and I think I'm just starting to learn about resource management but it would be nice for them to have the roadmaps so you can see an actual calendar view to see where from a project, (not necessarily resource but project) wear you are. Calendar views would be a huge addition.

      Use of Solution

      Our company's been using it about two years, myself I've been using it about a year and a half.

      Stability Issues

      No downtime that I know of.

      Scalability Issues

      It's a scalable product and we see it scaling for us.

      Customer Service and Technical Support

      I haven't been involved a lot with the support. I think that's going to change and I think I will get involved more but for right now I don't know that we've had issues. I haven't heard of any so I'm assuming we haven't.

      I'll go out on the Wiki and look for answers and I might jump over to the community to try to find information.

      Initial Setup

      For the first portion of it, I know we had a lot of internal change management so it took a little bit longer but they rolled it out all at once. I think it took about six months but I wasn't here for that. We rolled out Project and Demand and we did it in two months.

      Other Advice

      Go for it. I actually said that to someone who's nervous about doing it. Get everybody on it, don't do it piecemeal.

      One of the gals that did a presentation [at Knowledge 16] said they're using demand and project but still using Microsoft Project. Don't do that, put it all in Servicenow. Even though it may be a little clunky in certain places, it helps to have one tool and everything in one place.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458991
      ServiceNow Developer at a non-tech company with 1,001-5,000 employees
      Vendor
      I like how configurable it is.

      Valuable Features

      How configurable ServiceNow is, but at the same time you have to know what you're doing. It's not easy to make mistakes, but at the same time I guess it is. It's kind of difficult to explain.

      Room for Improvement

      Right now the way we have our structure is that we use record producers that go to a form, and we use the variable editor to show the record producer. One of the limitations is if you do UI policies and client scripts on the record producer, it doesn't transfer over to the variable editor, so it's kind of like you're doing double the work. If you use the requested item table, you don't have to do double that work, which seems like a limitation that you can't use that functionality on any other table besides the requested item table. That's a big one that bothers me.

      Use of Solution

      I've used it for a little less than a year.

      Stability Issues

      From what I heard we've had contractors who've come in who've worked on other people's incidences, and they say our incidence is the buggiest of all the other incidences they've dealt with. When we promote update sets some of the updates in the update set don't go to the next environment. It's completely random, and it shows up in the update set in the environment you push it to that it was promoted properly, but it doesn't show up. You have to go into that environment and make the changes. Little things like that, but it's always up and running, unless our company has an internet issue.

      Scalability Issues

      We're using it in one of our divisions, but cross functionally, so we see it scaling up.

      Customer Service and Technical Support

      Ninety percent of the time the people that respond to the high tickets that we open are really knowledgeable and solve our questions within a week. In the high ticket when you select a category, there's not enough categories, so sometimes we just have to select one. In that instance, we sometimes get somebody who doesn't really understand what are questions was, because we weren't able to select a great category for them to understood what was going on.

      Other Advice

      Go for it, but start in a small area, and don't bite off more than you can chew, because it does take time to develop this stuff. It's not as easy as everybody thinks, so I wouldn't make too many promises that you're going to get stuff out there quick.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458958
      Principal Engineer at a tech vendor with 51-200 employees
      Vendor
      The ease of use is great, whether it be for someone like me who's an administrator and developer, or just the end user in general.

      What is most valuable?

      The ease of use is great, whether it be for someone like me who's an administrator and developer, or just the end user in general. The fact that it's cloud-based, so you can access it from anywhere as long as you have a browser, or a smartphone. The overall ease of use is great.

      What needs improvement?

      The whole mobile aspect seems to be the key. People are still working, they’re not at their desks, so they need an easy way to work. I think that's going well in that direction. It seems like ServiceNow as a company has a pretty good vision on where they are, where they should be and it really matches up well with what we're looking to do.

      For how long have I used the solution?

      We've been using it for just about a year now.

      What do I think about the stability of the solution?

      The availability has been great. Any issues we've come up with we've been able to easily rectify with working with support, so I would say it's definitely great.

      What do I think about the scalability of the solution?

      Right now we pretty much just deployed it for IT use. We're getting ready to deploy it for some of our organizations outside of IT like our broadcast operations, our repeater, even facilities, so I think the future is looking good.

      How are customer service and technical support?

      Probably the best that I've ever dealt with. Really knowledgeable. Usually pretty quick on getting back with you. Their website, wiki, and community are great. Probably the best support I've ever dealt with in my twenty plus years in the industry.

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

      I've been in this industry so long. Prior to this I'd been working with Remedy for about fifteen years or so. This takes me back to the really old Remedy days when it was a really great product, before they were bought out by a big company, where there was a great community and great conferences.

      How was the initial setup?

      It's pretty straightforward. We worked with a partner, Logic Callus to help us get setup. We had a hard date because we were coming off of an existing cloud system, so we had to really push hard to make it in that time frame, but we were up and running incident change, problem, and service catalog in two months. Basically what we had allotted for. It was pretty seamless.

      What other advice do I have?

      I would tell you to take a look at it. It's a great product. Get a demo and get familiar with it, because you can pretty much do anything you need to do with it.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459030
      Director of IT at a financial services firm with 5,001-10,000 employees
      Vendor
      Originally we rolled it out for ITSM because we were using different tools which weren't integrated.

      Valuable Features

      Originally when we first rolled out, it was obviously the fact that we had full IT service management in one area. We were extremely scattered and had many different tools all over the place and none of them were integrated. That was our initial sell feature for us.

      As time has gone on and ServiceNow has evolved and matured, we are loving the ease of the product. Each year, each version, each release they come out with is all that much more configurable for us. One of the biggest things for us is the fact that we've had the opportunity to be a partner with them and have had the opportunity to have some input and feedback on their product to begin with and have seen some of that that have come to fruition. In fact, I just saw a demonstration and there were several things that I know were a part of suggesting and the input that they received from their customers.

      Room for Improvement

      I hadn't really thought much beyond the improvements that I'm seeing that they're putting out in Helsinki. My organization is currently on the Fuji release. We were going to be upgrading to the Geneva release in July. One of the things we were coming here [to Knowledge16] specifically to look at is jumping on the release and going straight from Fuji to Helsinki. Considering some of the things that I just saw that they rolled out, I'm going to be pushing pretty hard for that.

      Many of the things that we felt needed a little bit more shoring up was their CMBD product and their discovery, they seem to have covered that in the Helsinki release. I'm not really thinking of what the next step is going to be at this point. I was wowed with Helsinki, so at this point I'm looking forward to rolling that in and working with it.

      Use of Solution

      We implemented it back in 2011.

      Scalability Issues

      I like the scalability of it. We need an instance that we will have it within 24 hours. In fact, we have several instances in the Cloud. We have our production instance, we have a test instance, and we have four development instances.

      Customer Service and Technical Support

      I'm not necessarily involved in the day to day support that we would have to reach out to. Our architect is more involved with that. However, I do know that I have been the contributor of a few of the bugs that have been found. They seem to be very responsive, work with our developer and our architect team and work through the issues.

      Initial Setup

      When we started out, we did it in phases. Our very first phase was the change management application in a very condensed version of the incident management application. Phase two rolled out in late 2014. At that point, we went to a full incident management application. We revamped our change management application, rolled out problem service catalog, discovery, our CMDB. We have quite a few, some 38, applications that are currently turned on. They were pretty basic and we've been over the years developing and expanding those.

      Disclosure: My company has a business relationship with this vendor other than being a customer: We're partners
      it_user459036
      Applications Analyst at a manufacturing company with 1,001-5,000 employees
      Vendor
      The integration and automation are most valuable.

      What is most valuable?

      The integration and automation are most valuable.

      What needs improvement?

      Their debugging tool. Sometimes it's hard to debug some of the scripts because once Javascript fails, it doesn't really tell you why. It just skips over it and It keeps going. That's probably the biggest room for improvement.

      For how long have I used the solution?

      I've used it for about a year.

      What do I think about the stability of the solution?

      We've not experienced any downtime whatsoever.

      What do I think about the scalability of the solution?

      We got ServiceNow to build apps for our company. That's what we're really using tit for our business relationship with customers outside IT.

      How are customer service and technical support?

      They're responsive, had no problems with them. Any time we did have an issue, we submitted a ticket, and they'll get right back to you and call you. I haven't had any problems personally.

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

      We were using email. It was pretty bad and we were dropping the ball often.

      What other advice do I have?

      It's a great tool. I would say people need to get their processes correct before they get the tool because that really drives what ServiceNow is. You have to be somewhat oriented for the tool to work. Once you get oriented, it'll drive that process but if you had that process beforehand the tool is going to keep going.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      Kyle Lester
      ServiceNow Engineer at a university with 1,001-5,000 employees
      Real User
      The ability to create applications that follow a standard workflow is key for us.

      Valuable Features

      I would say the ability to create applications that follow a standard workflow as well as record producers. We handle a lot of requests from our entire university. The biggest thing is giving our users a service catalog with a bunch of simple items, most of them are record producers, some of them need a workflow, just allowing them to go in and very simply submit request. For us that's probably the most valuable feature.

      Room for Improvement

      They've gotten to a pretty good place with where they are right now. I think a lot of it is going to be that citizen developer, making things a little bit easier to interface with. I really like the new rest messaging they put in there that allows for much easier integrations. I like most of the new application stuff and the IDE. I'd say from here, just smoothing out that whole IDE development process, making it easier to make changes to global in the IDE if that's where they really want us. Some improvements are probably needed there but I don't have anything massive on my list that ServiceNow needs to do.

      Use of Solution

      I've personally used it for about four years.

      Stability Issues

      I had no issues. When there is potential for a downtime, they always email me and let me know. Even when I get those emails, I've experienced mild hiccups but beyond that, I've never been locked out for more than maybe 30 seconds in 4 years.

      Scalability Issues

      When we started, we had about 35-40 IT folks inside of ServiceNow, plus probably about a thousand end-users logging in for self-service. Now we've probably about quadrupled that at this point and run into very little snags. I would say the biggest thing with scalability for us from a ServiceNow perspective is just make sure your user data matches whatever you're using elsewhere. We use single sign on and we need to make sure that the user data in ServiceNow matches that so that users can actually get in when they're supposed to get in.

      Customer Service and Technical Support

      It's mostly good. I would say there had been times where it's taking a long time for a resolution. Sometimes that's probably just due to the fact that whatever I'm submitting is not that important. I'll happily admit that.

      I've had some issues that have taken four to five months to get fixed. Again, we're not talking the show stoppers. When I needed something, I've had probably two cases in the last few years where it's just been absolutely integral, like I'd get an answer right now. They were pretty good in those situations.

      Other Advice

      I would tell you that for me and for what our business uses, I highly recommend it, but that you should look at their business case and see if you need a product as fully-featured as ServiceNow is because it comes at a cost. Depending on what your needs are, it's possible to look at other products. There are a lot of similar products out there. ServiceNow is probably not the cheapest but if you have a specific set of needs particularly the ease of building applications, request forms, stuff I mentioned earlier, I think it's the best product on the market.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459057
      Supervisor of Training and QA at a university with 1,001-5,000 employees
      Vendor
      I like the adaptability and the flexibility of the tool.

      Valuable Features

      I like the adaptability and the flexibility of the tool. We've had a number of ideas, "Hey, I wish there was a way we could do this." and "Oh, well, let's make that happen." Then very quickly we were able to figure out a way to make it work and now there's a way we can make that happen. That's the best thing about it.

      Room for Improvement

      I think the biggest thing that I've seen is when we've moved to the knowledge-based version three, which happened relatively recently, there were a lot of new improvements that came with that, but there were a lot of things that actually seemed like a little bit of a step back. What we're hoping is that some of that's just like, "We wanted to present you with this new tool and we're going to add some of these things back in later on." There's a lot of the flexibility that we've come to expect from ServiceNow that seem to be gone in that new version.

      Use of Solution

      I've personally used it for about three years.

      Stability Issues

      We have the occasional problems with slowness, but I can't remember a single instance where it's been completely down.

      Scalability Issues

      For the foreseeable future, I think it's what we're going to stick with.

      Customer Service and Technical Support

      The support's been excellent. Our local rep has been excellent and I haven't personally reached out to technical support or anything, but I have been using the community and that's been great to have. The Wikis is an excellent resource so there's a lot of resources out there.

      Initial Setup

      I wasn't there in our initial setup but our upgrades have been relatively painless.

      Other Advice

      I would absolutely recommend it. We're a little bit of a unique case in a lot of ways because we were on ServiceNow a couple years ago and we actually moved away from it, because we're running Salesforce for the rest of our university for case management. There was a mandate that we wanted everything to be in Salesforce, so we actually moved away from ServiceNow to Remedyforce. It was a disaster and about a year later we moved back to ServiceNow. I think it's an interesting demonstration of the fact that it's such a good product that even after we moved away from it we came back.

      A lot of pain and tears went into that migration. We didn't really want to do another migration eight months later, but it was so worth it to do it. It's absolutely worth the investment of time and effort to do it.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459087
      Engagement Manager at a consultancy with 1,001-5,000 employees
      Consultant
      It can be taken out of the box and used with minimal custom configuration.

      Valuable Features

      It's ease of use, extensibility and just the ability to take it out of the box and use it with minimal custom configuration.

      Room for Improvement

      The documentation needs work. The wiki is woefully inadequate. I support federal customers, there's a separate US government approval process to use instances, and we're behind the rest of the public community. For instance, we don't even have permission to use Geneva yet, and Helsinki is already out. I know they're working on it and it's going to be faster, but right now it's a challenge. You see all these new features and we can't go out and use them until the government says we can.

      Use of Solution

      I've been using it since 2009.

      Stability Issues

      We've had no issues with the performance.

      Scalability Issues

      It's been able to scaler for our needs.

      Customer Service and Technical Support

      They're inconsistent. Depending on who you get, they may or may not be able to immediately provide the kind of response you need and sometimes they take a while to do it.

      I wouldn't say that I use the community a lot. I think our developers do, and I'm not a developer. They go out and use it more than I do.

      Initial Setup

      It was easy to set up.

      Other Advice

      I would recommend it. I think the biggest challenge with all of the functionality that exists in ServiceNow today is to figure out where to start, and having a narrow strategy so that when you do buy it you don't try to do everything at once and get nothing done. A lot of the sessions around here [at Knowledge16] have done a good job in outlining that and driving their experience. I definitely recommend it.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459021
      Sr. Developer at a tech company with 10,001+ employees
      MSP
      It's a simple platform to get up to speed on.

      Valuable Features

      It's very easy to customize and build off of. It's a simple platform to get up to speed on. Every company I've worked for has enjoyed their idle focus. The usability is a valuable feature, a lot of customers just enjoy the usability of it.

      Room for Improvement

      Since I've been working with the product for a long time, it feel like in the old days it was kind of a smaller, cult-like following. You had a more family-like community. Now it's gotten so big and it's kind of lost a little bit of that. I guess that's good for their business.

      They seem to be trying to branch out and do a lot more than just ITSM which is usually what the core focus is, so sometimes there might be a little bit less emphasis on that. Personally I haven't seen that, but other people have mentioned it. It'll be interesting if they try to be all things to all people. They've gotten more polished, more professional, larger and a lot more sales-oriented when they went public. I don't really have many bad things to say about them.

      Use of Solution

      I've personally used it since 2007. I worked at a company called Progress Energy. It was in Raleigh, North Carolina. They were an early adopter and we luckily fell into it at the right time.

      Stability Issues

      It was never bad, but in the early days there was definitely more outages, and we had an SLA. I think initially we even got some money back from them in the early early days in Progress. I'd say over the past five years or so that the reliability's been excellent.

      Scalability Issues

      I've had no issues with scaling, especially in the last five years. Availability seems to really have helped. We still have some performance issues, but sometimes those could be network related and not vendor related. Sometimes it's our development which is causing the trouble. I would not blame ServiceNow for any kind of performance issues that we've had.

      Currently, we're not really scaled up at this particular point, so I don't foresee that being an issue, but we could encounter that later.

      Customer Service and Technical Support

      I'd say it's fairly good. The bigger they've got, the more I guess standardized their high systems become. Usually if we have something that really shows up on our radar, we can get a hold of somebody and get it addressed. In the earlier days when we had more of those, we also had pretty good luck at being able to get some senior engineers on problems that we had, even if they were self-inflicted problems.

      Implementation Team

      We've used ServiceNow professional services and I've really enjoyed working with them and some of the other high-level partners, but to be honest with you, my current company isn't big on contractors. It's kind of an act of parliament to get them to bring somebody in from outside.

      Other Advice

      Being more technical myself, would say that having a clear and consistent view of your requirements, what you want to do, and to try to stay out of the box at first as much as possible. This is the third company I've worked for who uses ServiceNow and we always try to over-customize it at first, because everybody has very defined processes. Over-customization of the tool will hamstring you in how you can take advantage of stuff that they release. They always seem to release something that you're wanting to build right after you build it.

      It's been a challenge because a lot of people think they know better, and everybody does it their own way. Staying out of the box initially is really helpful. Any tool can be made bad if you put garbage in. That's the biggest issue I've seen.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458949
      IT Support at a insurance company with 1,001-5,000 employees
      Vendor
      From my standpoint the process flexibility is one of the key aspects of the solution.

      Valuable Features:

      From my standpoint, it's the process flexibility. We're at a really low maturity level, especially for the age of our company - we're about fourteen years old. From a service and support standpoint we're still in that one maturity level, idol-wise. It's been a blessing with ServiceNow to be able to nail down our various business processes. The support ones we weren't working and they were all over the place. 

      ServiceNow was need to get everyone working the same way through tickets and requests. The ability to have something consistently flexible enough for us to put some structure in and get folks all working the same way across multiple departments, but still have the flexibility for them to feel like they're getting what they want when they're getting what we want.

      Room for Improvement:

      We're anxiously awaiting setting up Helsinki for the health service portal. I think we were originally Fuji, and we did some custom branding and it was a nightmare. Designers got involved and it made it horrible. We've gone back to stock because we had seen what's coming with Helsinki. That's what I'm looking forward to with the customization.

      Use of Solution:

      We've been using it about a year and half now. My role is mostly as a sys admin and some development of the forms, requests and business rules.

      Stability Issues:

      Rock solid. We have a dev instance where only a couple of us work in development of a few things and ideas. Then in our production instance we do not yet have a mid-server or anything implemented. We're about to, but we are integrated with Centrify for some of the sign-on. From our support desk folks, it's been solid for them. Everybody gets what they needs. It's one of the things in our organization that always works.

      Scalability Issues:

      I don't see it really being an issue. We probably have 80 odd idol license users from about 10 or 12 actual support desk folks, but there's also some folks doing project management and ERP. We have 3,500 odd employees, but they're not all going to be licensed users. We've got a lot of support corporate users. Scalability hasn't been an issue and I don't see it being one.

      Initial Setup:

      Very straightforward. It's almost point-click-done. You have to think a little bit, but that's mostly planning.

      Other Advice:

      I recommend it to anyone to do any service management. 

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459003
      Performance Analyst at a insurance company with 5,001-10,000 employees
      Vendor
      For us it's about trying to wrap our heads around the volume of tickets that are coming in the door. We use ServiceNow to generate those reports daily.

      What is most valuable?

      Immediate insight into reporting. For us it's about trying to wrap our heads around the volume of tickets that are coming in the door. How quickly we're getting our turn time done? Those were things that were missing from our incident management platform. We could basically do a data dump once a week, dump that into an Excel spreadsheet, then do some computation on the side, and get those numbers out.

      With ServiceNow, we're able to generate those reports daily. We can get that feedback almost immediately. We just started turning on performance analytics as well. That's one of the reasons I'm here [at Knowledge16], is to take the courses to learn more about performance analytics. We're really looking forward to that, to get it in more real time, and provide dashboards.

      What needs improvement?

      It was all on Fuji. Some of the things I'm going to say might already be in Geneva and Helsinki. We use a zipper product for our project management portfolio, demand management and resource planning. From what I have heard, and what I've seen thus far, resource management needs to be a little tighter. We're running performance models around capacity planning. We need to know: How many resources are in play? How many hours are they actually working? What's the requirement for all those resources on those different pieces? How does that lay against what we're allocating?

      I can't have resources available for 45 hours a week, and then deploy them against 60 hours, and they only turn in 37 hours. The resource planner we have today actually calls out those discrepancies. I'm hoping that with performance analytics this will too. I haven't seen a lot of that in play yet because I think it's still fairly new for them. I think if you're going to run your IT shop like a business, you really need that kind of insight.

      The other thing we do is we report out against three different modalities in our IT shop. 1. You got to run the shop. 2. You've got to maintain the business to keep the doors open. 3. You got to grow the business. There's some fancy math that you have to do against what people are doing, and how they're deploying their time to roll that back into one of those three categories. With the current system we have, there's a way of doing data masking and manipulating it so that way you can form these common buckets. I don't know that this will do that, I hope it will.

      With ServiceNow, you have to do a lot of manipulation ahead of time to get to what that end state is. That said, coming to the conference and playing with Geneva, and playing with Helsinki, I've got a slightly different opinion. I'm pushing my guys to move from Fuji directly to Helsinki. Just because it does allow me to set those records up the way I want to quickly, as opposed to playing with the report to get that structure right. The only way I can describe it is, if you really enjoy building formulas, and data drops, and pivot tables, and having all that, and then analyzing the data, Fuji is great. Excel is also great for that, but it's not what I want to do. I want to actually analyze the data.

      For how long have I used the solution?

      I've been using it about six months.

      What do I think about the stability of the solution?

      It's one of the few systems we have in our house that hasn't gone down. It's very stable. As a matter of fact, we don't even put it on our availability list because it's up.

      What do I think about the scalability of the solution?

      We're currently on the Fuji release. There's some other things that we want to do like Demand Management and PMO they're coming out with in Geneva and Helsinki. It's one of the reasons we're here at the conference is to see if it will be scalable to those processes as well. From what I've seen thus far, it's pretty scalable.

      How are customer service and technical support?

      To be honest, we have mostly in-house support. Anytime I've had a call or a question, it's been answered usually within a few days. Most of what we're looking for is just how do we get the right data. Our guys are able to go back to the system analysts, and get that information out, and then tell me which field to put in the report. It's a fairly quick turnaround.

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

      We were using a competitor product at the time. It was from our corporate office. We brought a real sharp guy in from NetApp. He had used the ServiceNow platform for about half a decade. He's been to just about every conference. He was bragging about the fact that he was at the Knowledge 2011. He's a pretty sharp guy. He brought it to our attention, and then helped implement it. We tease him and say that maybe he's brought a lot of his bad habits from the other companies into this one too. Along with some of our bad habits from CA, which is us poking fun at the customization. He really does know the product inside and out, and we're lucky to have him.

      How was the initial setup?

      To be honest, I wasn't involved a whole lot with the initial setup. At that point, I was in the PMO. I was watching it get executed as a project. It was a fairly quick project. I think we implemented six or seven of the modules that are out there reporting incident management etc. We were up and running in about two to three months.

      Now that said, there's always the PMO side of the house where I got to look at it and go, "Did we get all the requirements?" I think we did it more agile. We're still finding things that we'd like to do different. Things we'd like to change now that it's up and running. Getting it up and out of the box is really quick. We did some customization which was really quick too.

      What other advice do I have?

      Go ahead and get it. You'll have a cleaner insight into your organization, and how it's really working. You're going to do a little fighting with your groups if they're not already doing careful time tracking. ServiceNow is based at the task level. They assume that they are going to give you a task. That task has some time collateral associated with it. That tells you how long you're spending on certain things.

      You have better insight into those tasks, better insight into how that time is being deployed. If your organization isn't already doing that, you're going to have a little bit of a culture shift. If that's where you want to go, if you want to transfer your business from "Trust us, we'll just get it done," to "I can actually demonstrate how we're doing it." ServiceNow is the right product for you.

      I would say Fuji is about a 7, and what I was playing with the other day in the labs is probably about an 8 or a 9. It's a great product. I like where they're road mapping it. They have a very clear plan, and where they're going next. That's pretty exciting. We'll keep the product in-house for a couple of years.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458994
      ServiceNow Solutions Manager at a tech services company
      Consultant
      I think the most powerful features are discovery, orchestration, the business map of the relationships, and building applications for business.

      What is most valuable?

      I like the out of the box module processes like the incident problem change. Currently, I think the most powerful features are discovery, orchestration, the business map of the relationships, and building applications for business. The business applications has been in place for a year, and we have new customers, so we want to make business applications not only for IT but for other departments in the company.

      With it, I can do everything. I have some questions, requirements, from the customers. I never say to the customer, "I can't do it." That's because I can do everything, so I think only our imagination can be the limit of ServiceNow. Even if something doesn't work now, I know that in the next few months it will.

      How has it helped my organization?

      From the customer perspective, I think the most important aspect is that they know what they're paying for. They pay once a year which makes it easy to plan financially. They know the costs of using ServiceNow, because you don't need extra resources, servers, backups etc. as everything is in the cloud.

      From my perspective as a partner, I can do everything with ServiceNow so I don't stress about telling a customer during a meeting that I can do something even if I think I can't. Everything is possible and it's only limited by the imagination of myself and the developers.

      What needs improvement?

      I think that it goes too fast sometimes and they have too many releases too often. Sometimes there are bugs, maybe not making it unstable, but we need to change some customer customizations. For example, there are problems with the performance, so if ServiceNow is changing something such as data centers there can be issues. Availability is perfect of this platform. Genius, as I said at the beginning.

      What was my experience with deployment of the solution?

      The only bugs are related to the configuration, not from the ServiceNow side, but from the partners that are doing something because they don't understand how it works.

      What do I think about the stability of the solution?

      It's small issues. Not a big impact for production instances and for the current work.

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

      I worked with HP Service Manager. I know that BMC Remedy is quite similar in functionality to ServiceNow. They are trying to be in the same space but with HP Service Manager, I know there is a problem. For example, my previous company decided to go forward with ServiceNow as it had a service catalog. The Service Catalog functionality wasn't working in HP Service Manager, so they decided to switch to ServiceNow.

      How was the initial setup?

      It depends. From my perspective, it's easy, I am a system architect, and I think from a customer perspective it's easy as well. I can see a new custom application created in a simpler way, for building applications, etc. but I'm usually only using the basic functionality, which I started to work with at the beginning because it's easier and I know that I can control it. From the user perspective, I can see that they are adding new forms to configure everything.

      What other advice do I have?

      It's genius and there is no risk from the IT manager perspective. The management team of a company isn't at risk either and the future is always promising.

      You can be sure that if you invest in ServiceNow the entire company will be happy. Always have a good partner to develop the instance and everything will be fine. For IT management, it's not risky to experiment with ServiceNow.

      I would give it a ten. It's the best, from my perspective, especially compared with the IT systems I've worked with before.

      Disclosure: My company has a business relationship with this vendor other than being a customer: We're partners.
      it_user463323
      Consultant at a tech services company with 1,001-5,000 employees
      Consultant
      The single record system allows companies to have all data in one platform and applications for different topics.

      What is most valuable?

      The single record system, that you have all the data in one platform you can use and bind a lot of applications for different topics - that's very cool. It's also easy to use for the customers. Everybody knows what to do and where to click. You can try it and it's very fast. An example is incident application and of course, the Service Catalog, if you have a problem with the service catalog or a workflow, then you can open an incident.

      How has it helped my organization?

      ServiceNow is easier than existing systems, for example, HP Service Center. It's easier to use and every user wants to have it as simple as possible. If it's simple, you can work faster with it.

      What needs improvement?

      You can use standard functionality like add a wall to a group and then the user gets to sign and everything's fine. You can create ACL's, that's also good. If you like to split the users or the rights, what a user can do, then there are less walls. If you want to develop very quickly with ServiceNow, then you need the admin wall. If you have a lot of users, a lot of developers on a single platform, probably not everybody knows what the other ones do and you have, of course, different quality and experience of the developers. It's very fast to develop or change something that has a large impact on another solution. ServiceNow should provide a better kind of developer wall or something similar, whereby developers have a lot of rights. You're not the admin but can do and change everything.

      For how long have I used the solution?

      We've been using it for around five years.

      What was my experience with deployment of the solution?

      Deployment is specific to us because we have an on-premise installation. We have different servers and different security zones. The out-of-the-box functionality to retrieve an updates ad, for example, it's very nice and easy to use. It's okay, but if you're in different security zones in your infrastructure, then it's a little bit harder. It depends on how the developer know ServiceNow and how the process is defined. It's not a problem of ServiceNow.

      What do I think about the stability of the solution?

      There have been issues because of our customer as they wanted an on-premise installation. It's different than cloud solution. Stability is not a problem now. If there was a problem, then it was an infrastructure problem, not a problem of ServiceNow.

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

      We are also using HP Service Center. We are consultants of it, and HP Service Center is also a good product. It depends on what the customer needs and how the customer wants to customize as to which solution they are offered.

      ServiceNow is faster, easier to use, and configure. Also, if you have customizations you can use a lot of out-of-the-box features of ServiceNow and it's really simple to change something.

      How was the initial setup?

      Depends on the requirements, of course. It was easy. It was good to develop something. If you try to use out-of-the-box functionality and your customer likes it, then it's okay. We also have huge and complex customizations, but they are working.

      What other advice do I have?

      You should take the administration training and also the implementation specialist, and bring someone in. The best thing is if you have experience, since if you change something or see and do it by yourself, then you understand the whole system and how ServiceNow works.You understand what is the big advantage of the different configuration possibilities. If someone doesn't like to write code or JavaScript it's OK as you can use the configuration, but you need to understand what ServiceNow is, and how ServiceNow works.

      Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partners
      it_user459126
      IT Applications Manager at a legal firm with 1,001-5,000 employees
      Vendor
      The product is malleable. You can change it around to do what you need to do. If you need certain configuration items, categories or subcategories, you can make it work for your environment.

      What is most valuable?

      The flexibility of the platform, being able to modify forms or modify workflow, building applications, utilizing basics that they've given you and being able to expand them to adapt to your own personal environment. Everybody says that "This isn't how ITIL works" or "You shouldn't be doing this." I'm like, "But ITIL is a framework, that's the whole point of it" so that you can ingest what you need within your environment. The product is malleable. You can change it around to do what you need to do. If you need certain configuration items or certain categories or certain subcategories, you can make it work for your environment.

      How has it helped my organization?

      I think the value comes from centralizing processes across business units. I've seen it where we started in IT and then we've brought in teams like library functions or secretarial support, security auditing for cybersecurity needs, making sure that your meeting a new type of governmental regulations, and things of that nature. I think it's not about just utilizing it in one particular business area. It's something that can be used across departments and I think that's what's best about it.

      What needs improvement?

      I think that the product has grown considerably over the last few years. Initially, I had some issues with just ease of use. I was on Fuji before I started at my current employer. I came in and they're on Geneva. Between Fuji and Geneva, it's just total rework of just the way that the UI looks. I think it's more appealing to the eye. I think that it is easier to use than it used to be. A lot of the having to code and having to know how to use java and all that kind of stuff just wasn't as easy for us non-coding type of individuals. Now that you have like the little point and click and more non-coding development, it's much better.

      I think more progression like on the visual task boards. There are some things that are there that seem a little quirky. If you want to move something to a visual task board and when you go into it, it can't really update it in the fashion that I would like to see. You have to click on the number and then it opens up another form. I think a little easier updating processes to their visual task board.

      I think a little bit more ease of when you're using the email flow. If I'm emailing something into the primary email address for ServiceNow that it could parse out particular things from the content of the email instead of just from the to or from or the subject line. That would be something that would be a value add.

      What was my experience with deployment of the solution?

      Deployment, no. I don't think it's really deployment, I think it's more of individuals just getting used to if they're not used to something like ServiceNow. Getting used to the way that ServiceNow works. The concept of ServiceNow users and just getting to understand "Can you have notifications for this?" or "Do you want notifications for this?" Those types of things. I think it's hard when users are going through change whenever to modify something and then they take that grace period where they can get used to something new.

      What do I think about the stability of the solution?

      Not in the newer versions. I would say that years ago before ServiceNow really went through a big development of backend data infrastructures and fault tolerance. Today, I haven't really seen any of those types of things.

      What do I think about the scalability of the solution?

      It's actually pretty easy. When you have a new IT person that comes in, you put them in the appropriate groups, you should sit them down, you kind of explain your process flow and how to utilize it. I think one of the easiest things with ServiceNow is the fact that when you log in, you're in groups and if you go to incident, my work, there's all of your work right there. Then the reporting function, it just takes it to the next level because you can go in and say, "Well, this might be my work, but how many things have I closed or opened?" or "What do I have pending?" Just different things that you can do with it to understand.

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

      At my previous firm, we used Remedy. My current firm previously used something called HiQ Tracker or something like that.

      There were other products that have been used before, but mostly IT wants to go into making sure we're using the best framework, ITIL framework, ITIL processes, making sure that you're using metrics and tracking and understanding where all of your resources are being utilized across your infrastructure so that you can get the best value out of the people that you have on staff.

      How was the initial setup?

      For me, it was easy. I would say that for some individuals who are not very exposed to ITIL concepts, it can be very hard because they've never been exposed to the whole language, that whole concept, and framework of your problem, incident, and change. Most people, if they've never used ServiceNow before, continue to call incidents, tickets or calls or cases. For some of them to get used to the language, I think that that's where the implementation can get a little hard for individuals and they can get a little frustrated because not everyone is on the same language.

      What other advice do I have?

      If you're really wanting to understand the time and the effort and the amount of work that flows through your organization, utilizing ServiceNow can help you really build that infrastructure out by tracking incidents and then taking incidents to problems and making sure you have a changed infrastructure, really understand how much downtime you could have with an environment. You can understand how much time the service desk is spending per call, how long your engineers are taking to really resolve a larger issue or deploy an upgrade. From building those processes and then having metrics and KPIs and dashboards, your executive management can really see how much time and effort and if you need more resources within your environment. I was able to show that I needed more staffing just from using reports out of ServiceNow and I was able to show how much of incident climbed within our environment and the gap between two years before and how large we had grown, just an incident processing. Showing how much downtime within our infrastructure had occurred and were we meeting downtime, requirements from our SLAs and organizational requirements.

      I think I've been using it for nine years. I think it has changed considerably over the nine years and has gotten much, much better. You can't give something a 10 because there's always room for improvement.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458982
      Program Manager with 1,001-5,000 employees
      Vendor
      Every time there has been an update, it's been fairly seamless for us.

      What is most valuable?

      I like the flexibility on ServiceNow. We use it for our help desk admin and our call center, but we also use it for our knowledge management system. Right now our knowledge management system is our growth area. We get to add our custom homemade apps plus some of the other vendor apps, to integrate into that to get our total package that we need. We have multiple enterprise applications so we're moving data back and forth between all of them all the time, so ServiceNow is great for that part.

      How has it helped my organization?

      Previously we used some other applications, some are homemade, some not, but as they updated the applications, they didn't keep up with how our actual strategy and how our organization worked with. So far we've been with ServiceNow for many years and every time they've had an update, it's been fairly seamless for us.

      What needs improvement?

      Somehow if there was a roadmap for ServiceNow to show all of the different business domains and everything and what may be included and what you have or what might could be upgraded to support you in those areas. Show me a roadmap and I'll look at different business processes and how ServiceNow would handle those.

      What do I think about the stability of the solution?

      We've only had network issues, and we've never had any latency issues. It's always just if the network is down is our only problem. We have had bugginess, but we're going to get too technical for me. It's part of the integration between ServiceNow and Genesis and IVR. There were some issues but they were very technical in nature.

      What do I think about the scalability of the solution?

      The scalability is fine.

      How are customer service and technical support?

      I don't have direct experience with them. I have six coordinators and two of them in particular work really well with ServiceNow. If they've had an issue or had a question, they've had it corrected, resolved fairly quickly.

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

      I've used BMC Remedy which I hate, and the others were just homemade.

      How was the initial setup?

      The complexity was not complex for ServiceNow, it was just wrapping our heads around it. We have over 120 different platforms and variations of those and we have probably 300 core sites, so to be able to pull together everything we wanted for our ticking system and to relate that with knowledge management was just a challenge for us to pull our process together.

      What other advice do I have?

      You should look at ServiceNow and at the business processes. If a roadmap was available it would be very easy for you to choose one and implement that first, and as they go along pick up another one.

      We have our own development groups so obviously we can customize stuff well, where others probably can't, so I prefer my custom apps, but if I take that away I'd probably give ServiceNow an eight and a half, or nine. I consider my custom apps probably seven and a half. I need to learn also how to integrate some of our custom apps to start working within ServiceNow and those too. That's a short fall in my experience.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459141
      IT Solutions Consultant at a insurance company with 1,001-5,000 employees
      Vendor
      We started using it to reduce a manual process of validating course training before providing users with something, like VPN access.

      What is most valuable?

      It's easy to get around the platform and understand once you do one application and module. You learn how to use the platform, you can grow and expand it, but it has that same feel and touch no matter what applications you start developing or rolling out.

      It's easier to retrain more people. It'll quickly turnover what you've done. If I build something custom I need to be able to turn that over to somebody else and bring them up to speed quicker so I can move on to the next application, having them be familiar with the platform. It makes that transition quicker.

      We've actually used some of the orchestration pieces, so for on boarding we're automatically creating user accounts. We're actually taking a feed from our learning management system to know what course they have taken. They can't order something without having taken the class that goes with it. Say like, VPN access, they have to go through the privacy training. What we've done is we've automated looking up to see whether or not they've completed the privacy training. Also, if they're one of our vendors are they going through they're privacy training, look it up through there.

      We've basically reduced a whole manual process of validating the course training, 500 hours easily in a month for one person just to do all that validation. We're trying to streamline as many processes as we can. Obviously on-boarding with our HR System is one of our big ones.

      What needs improvement?

      I think some of the things we run into is the patching and how often patches come out to fix stuff. Which is a good thing. It's hard to stay on top of that. You've always got to go on and regression test it, so you know if it is a patch that you really need or is it something that can wait. The fourth cycle of the patching makes it hard for us. We have the small team and we've had to regression testing for so many things. We had to partner up with our stakeholders and say, "Hey, we need some of our time. We've got to test this."

      What do I think about the stability of the solution?

      We haven't had any issues. Of all the systems in our environment, ours has been the most stable. We're up all the time, so as long as our network stays up, our customers have access. We haven't had any issues or complaints about our performance or up-time.

      What do I think about the scalability of the solution?

      The scalability is incredible. We had a small team, very small solution. I was able to basically come up with a custom app for them in under 30 days.

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

      We were using an older system. I was an administrator of that when we brought on the ServiceNow platform. That's when I started becoming an administrator.

      How was the initial setup?

      It's not simple. One of the things I wish we had done is come to Knowledge before doing the implementation. You learn a lot. There's a lot of growing pains. You make mistakes of, "Oh, let’s just have this field," or, "Let's just do this to the table." You find out later it's like, "Maybe we should have done that." About a year into using it you really start feeling comfortable with it. A lot of the stuff they're doing now out of the box is usable, just right there without any customization. The biggest thing would be, "Yes, come here, go through all the training. Don't start tweaking stuff, learn it and then go implement it."

      What other advice do I have?

      Play with it. Get a demo instance. Play with it. Come up with your use cases and see if it can fulfill all of those needs. Find out where they gaps are and what training you need to be able to use it. The other one talk to everybody else. Find other customers. The biggest thing we've found is other people that have used it, and just bouncing ideas off of them and asking them questions.

      I've used Heat, Remedy, all those systems in the past. The way ServiceNow is going with the platform and staying on top of things, and the fact that it is so scalable for your business needs is an advantage. Whether it's the out of the box ITSM or a custom application. We also do the HR Case Management. That's actually been a breeze, our HR Team is a heck of a lot happier than what they previously had.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459069
      Infrastructure Architect at Cognizant
      Consultant
      It's flexible since it can be fully customized.

      What is most valuable?

      As I'm a developer, what I would say is that it's very flexible. The tool can be fully customized. You can do anything to everything, and so I would say that would be the key feature for me as a developer. I can do whatever the client asks for as everything is possible.

      Let's say what happens is the customers want rapid delivery to get their operations. So for that they need something to be implemented, at least a vanilla system very easily. So ServiceNow's out-of-the-box features are so good to start with and then down the line, let's say they use it for three months, then it's very easy to just change things.

      How has it helped my organization?

      First of all, nowadays customers are moving all their native applications into ServiceNow. So it's definitely a kick start for them to start using the out-of-the-box features, and then realizing the potential of this tool, and then start getting their native applications loaded to ServiceNow. And eventually down the line after a few years, all their applications will be in ServiceNow. So now you have a single source of truth.

      What needs improvement?

      It's mature, but I would say that there are a couple of models, which I think in ITSM, they are not that mature yet. They're still doing it, and definitely even to customize it, but I am talking the out-of-the-box product. When you say ITSM, some of the processes I would say aren't that mature enough because I also have gone through the ITL training.

      In particular I would say the SLA, but they have a new release. They have added a couple of features and that should suffice. That was the gap of the earlier version.

      What was my experience with deployment of the solution?

      There were issues deploying Fuji, but not after that.

      What do I think about the stability of the solution?

      It's a very new system, and we see bugginess. In Helsinki we found that we were using one feature but we kept getting errors. I thought it was something that I did, so I spent three or four hours and I couldn't get my answers. So then I realized I basically re-realized when I spoke to ServiceNow people and they troubleshooted that it was a bug. In terms of performance it's very good.

      What do I think about the scalability of the solution?

      It's very scalable. I've been working with two major clients and they're pleased with scalability.

      How are customer service and technical support?

      The biggest part is the ServiceNow community. It's very active, and you can just type anything in Google, it's very easy. You'll get answers that way.

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

      I have experience with HP Service Management. That's how I started my career. So in terms of the processes, both are good. While HP was also mature, ServiceNow processors have flexibility which is and that's amazing, and it's easy as well.

      How was the initial setup?

      When a customer starts with ServiceNow, they go with it out-of-the-box, that's very easy. Just a couple of configurations here and there without any customizations. That's very easy in terms of implementation, and even customizations, it's pretty easy. It's smooth, and that's why we as product developers like the product, because it's too flexible. It's very flexible.

      What other advice do I have?

      You need to look at what tool you're currently using, what gaps you have, and what pain areas could easily be fixed by the flexibility of ServiceNow. Based on that I would say, OK, why go with ServiceNow and not continue with the one that you're using.

      Disclosure: My company has a business relationship with this vendor other than being a customer: We're gold partners.
      it_user459099
      Enterprise Architect at a energy/utilities company with 1,001-5,000 employees
      Vendor
      This brought everything into a single location so we could see how our business applications were related to servers, switches, and firewalls.

      What is most valuable?

      I'd have to say it's the CMDB. When we first started our project it was a security focused project, and what we wanted to do was bring in all of the assets that we have on our network and know where they are and what they're connected to. That was one of the first things that we went live with in December 2015, and it was the big benefit right out of the gate, the CMDB and out of discovery.

      We didn't really have a good handle on where our assets were, the state of them, what software was installed, things like that. We had a very disparate group, the telecom group had their spreadsheets, the Unix group had their MySQL database, the Intel team had their Windows Server database, and it wasn't in one location. This brought everything into a single location so we could see how our business applications were related to servers, switches, and firewalls.

      How has it helped my organization?

      From us it started with the security perspective, so we're a regulated utility, so we have requirements under various Federal guidelines, so we need to respond quickly to various CERT advisory, government advisories for security events. We needed to be able to determine what applications, what servers, what work stations had these issues that were in the CERT advisory and so we needed to respond to that quickly. That is the real business benefit for us right now for the product.

      What needs improvement?

      I would have to say that the documentation on the knowledge site can sometimes be very confusing.

      What was my experience with deployment of the solution?

      They had suggestions for how we could do certain things, and I guess what I was expecting was ServiceNow to push - since ServiceNow can do so much. I can code it to do anything that I want, and so the issue was that they should have pushed back more and said, well, that really isn't how you should do it, you should do it this way. It was more, "OK that sounds good" and they let us do something that we shouldn't have done, and then it bit us, so we ended up having to come back and we ended up doing basically our own home-grown SDLC process in the system through requests, and we're on version 3.25 of that. It just took us three months longer than it did to implement change. It was a struggle.

      What do I think about the stability of the solution?

      We have. We implemented some various complex ACLs and they've impacted our performance significantly, and we've had several incidents open to help with performance, and it's been kind of a struggle to get the ServiceNow support group to say "Yup, I see it's a problem, let's do this." Eventually they say "Oh yeah, it is." They've upgraded our incidence, they've added indexes to certain tables and things like that, it's just been a struggle, two to three months of constant back and forth to get our performance and our production instance the way that we want it.

      What do I think about the scalability of the solution?

      We only have about 250 users, so other than that we haven't rolled out it to our 5000 employees yet, that's going to be in August, and that's going to be for incident problem and knowledge. So far for IT it's OK, other than those slight performance issues that we've had.

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

      We have not used a solution at all, so this was the first.

      How was the initial setup?

      Honestly, if we wouldn't have gone as far outside the box as we did, it would have been really easy. Change was actually the easiest thing that we've done, and doing the configuration management stuff, the auto-discovery, I would say that we had a great approach. We decided to go discovery by class of device, Unix servers, Cisco switches things like that, and we had a 13 to 14 week process to go - it was like September, October we began, and in December we had our CMDB pretty much good to go with our 6500 servers, workstations, and Cisco devices and it was actually functional in December in about four months. Which according to ServiceNow, is a rare thing. Not a lot of people get it that complete within four months.

      What about the implementation team?

      We actually had ServiceNow as our consultants. The way that the consultants at ServiceNow approached our implementation of change in request, we actually had to redo it a couple of times because there are so many different ways you can approach change in request items, in the catalogues themselves, that we ended up having to do two or three different redesigns to get to what we wanted. I guess I was kind of expecting when we implemented with ServiceNow that they would know the platform inside and out and they would have a "this is the way that you should do it", and that was actually kind of a shortcoming that I had in the implementation. That was kind of a shortcoming for us. Love the product, but it was just that the development phase was a rocky three months that we had.

      What other advice do I have?

      It's a great platform but it's so open that you can get bogged down pretty quickly in trying to make all of your customers happy. I would stress try to keep it out of the box, vanilla as possible, and you'd actually be a little bit happier, let the system do what it's supposed to do. I really like it, I really, really do. There's a lot there. We've struggled on some things, but I think overall it's a great platform for our company.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459051
      ServiceNow Report Architect and Developer at a energy/utilities company with 1,001-5,000 employees
      Vendor
      In my opinion, the important features are the reporting capabilities and the consolidation of the data on the back end.

      What is most valuable?

      The reporting capabilities, the consolidation of the data on the back end, and be ability to report everything because that's what everyone else sees, or what everyone wants to see is the numbers for their departments. Every end user pretty much has the same needs, regardless of what they're doing. They want to see the incidents assigned to their team with the KPIs are all there.

      How has it helped my organization?

      Before we had ServiceNow, the business processes across different groups were more fragmented. ServiceNow has helped to streamline the processes with other groups and brought them all together. They have a better idea of what's going on. It gives executives a better vision of what's going on in the company.

      What needs improvement?

      It's a very complex tool with a lot of different pieces and it takes a lot of different people to support it because everyone has to be specialized in their own piece. There is a little bit of trying to get all the executives to come to agreement on KPIs across the organization. It has been a little complicated, but it's not really specific to the tool, but we need that, before we can realize parts of the tool.

      What do I think about the stability of the solution?

      It's been very stable.

      What do I think about the scalability of the solution?

      The only bugs we've had have been from internal data issues. There is no safety guards in place to check for the data before it's loaded within the product itself. I don't know if that's something that we just haven't developed that piece, or if it doesn't exist. Most of our issues have been related to this issue.

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

      I think they were using HPE Service Manager, and I don't think they were using it to the extent that they're using ServiceNow, just a few components were turned on. I think it was just incident management so they weren't doing project management stuff and I don't think they were doing time tracking. They weren't fully utilizing it.

      How was the initial setup?

      I wasn't in the group when they did the implementation around a year ago and they did have a third party vendor helping out. They did push back the live date probably six, or seven times, I know there was a lot of trouble with implementing it and they didn't turn everything on initially, it was just the vanilla version to begin with. I don't know what the issues were they ran into, I just know it took some time. It was complex.

      What other advice do I have?

      I'd say do it in baby steps. Do incident management first, to make sure that you have a really good team that can support it before you expand it, and having a really clean CMDB.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458931
      Senior Developer Integrator at a tech services company with 501-1,000 employees
      Consultant
      For me, the most valuable feature is the platform aspect - the ability to create custom apps and even tailor the existing ones to your company's needs.

      Valuable Features:

      For me, the most valuable feature is the platform aspect - the ability to create custom apps and even tailor the existing ones to your company's needs. Each organization is a little bit different. We all do ITIL. We all speak ITIL, but ITIL can mean different things in different organizations, and that's really the core power in ServiceNow is you can make it what you need it to be.

      Improvements to My Organization:

      I think that the biggest benefit is the ability to consolidate apps. For example, my background is actually in maintenance, so we would have three, four, or five different applications that we had to use for just performing routine maintenance on equipment. ServiceNow allows you to consolidate those apps into a single platform, so you can consolidate your skillsets. You've got a few developers that know the ServiceNow platform. Now those few developers can help you build and maintain all those apps rather than having different skillsets across.

      Room for Improvement:

      The big area of improvement that I see is in the licensing model for the CreateNow app. There are huge opportunities. Right now, ServiceNow is still largely consolidated primarily to IT. They started expanding to HR. They've started expanding to legal, but developers like myself, I've got lots of ideas for apps. As I said, my background is in maintenance, so I see the opportunity for the platform, and we really need to get the CreateNow licensing simplified to a way that even ignorant little old me can figure out.

      Use of Solution:

      I've been using the platform for four years.

      Stability Issues:

      Honestly, I've been extremely impressed, especially as time has gone on. I was on the platform before the high availability came around, and so I want to say it was Knowledge 12. I was actually working for a company on the IT operations desk using ServiceNow. I was in the middle of a session and got called out because ServiceNow went down, and even before high availability, we had a backup pretty quickly. I was able to go break back into my session and get back to it, so now, with high availability, I can't recall a moment since where I have actually seen an instance truly down where the instance itself was down.

      There have been problems with applications, but even then, we've hot-patched on the fly to fix issues. It's just so agile at getting back to operational.

      Cost and Licensing Advice:

      I think that's part of the problem is that the common answer whenever I'm asked, "Okay. Well, if we do this, how much is it going to cost?" My response to the client is usually, "You're going to have to talk to your ServiceNow sales rep." For a company where so much is based on that, that quick response, jump online, get your service, get the services you need right away, it's a little frustrating sometimes when you're dealing with the licenses, and it's like, "Wouldn't it be great if there was a service catalog for this?"

      Other Advice:

      My advice would be if you're looking, trying to bill, or looking to go with a single niche app and you just want to spend it off and go with it, then by all means, pick whatever app you're looking at. If you're looking for something that you can bring into your organization to be more than just a single purpose, if you are looking to truly transform your organization with the tools that you're using, ServiceNow is the go-to.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459120
      IT Manager at Utah State University
      Vendor
      Reporting is one of the key features, it's getting access to data that we have in ServiceNow and being able to report on it.

      What is most valuable?

      The most valuable parts of ServiceNow for us is the flexibility that it has, that it's a platform, and that we can develop pretty much anything that we need, not only for IT, but also for HR, our finance department, our register's office, pretty much any organization around campus. ServiceNow provides us with a platform that we can develop the tools that are necessary for just about any function on campus.

      How has it helped my organization?

      It gives us one platform that we can go in and do reporting. Reporting is probably one of the key features, it's getting access to data that we have in ServiceNow and being able to report on that is a key element in how we are analyzing and making decisions. We can quickly pull up reports, graphs, charts, whatever we need to be able to make decisions, where beforehand just to pull the data was a lot harder.

      We've developed a number of apps or workflows that literally have taken days or weeks to complete because of the approval process. We've taken that into a workflow where now the approvals are sent via email. A user, or an administrator just needs to simply click on that email, click on approve, send it back. We've seen in some of those cases where, like I said, it's gone from days or weeks to literally hours and minutes. Another scenario is we've taken our employee leave system from a paper base where paper had to be filled out manually, signed, given to a staff assistant to enter into our ERP system to being done on the IT systems.

      We've now taken that entire process where an employee fills it out online wherever they may be. They submit it, it routes to their supervisor for an approval. That approval comes back, and then that system is fed into our ERP system. There's no manual process to it, other than entering the leave request, selecting the days, and the number of hours you're taking, and the supervisor approving it. We estimate that university-wide, that's probably saving about 2,000 hours per year just on employees having to enter that data back into our ERP system.

      What needs improvement?

      Probably the biggest thing that is frustrating is the changes in their price structure, their price modeling. That's been very frustrating for us. Since we came on four years ago, it's changed quite a bit over time. There's been a lot of uncertainty on what the pricing scheme is going to be. It's worked out well for us, but that uncertainty as the company has grown, not knowing where they're going with it, has been a little frustrating.

      What do I think about the stability of the solution?

      The first real latency issue we had was about a month ago. We attributed it to probably some updates that we had run. We backed those off to see if they impacted any of that performance. We were thinking it was something we had done. Come to find out that they had transferred us from their Virginia data site to their San Jose, I believe and they had some issues. Once we recognized that it wasn't on our end, we notified them and they were quick to respond to it. That's the only real latency issue that we've had. It's always a concern. That's something that we're always very aware of is because our users are like, "If ServiceNow continues to grow, what's going to be the impact to performance?"

      What do I think about the scalability of the solution?

      As we grow as an organization, meaning the number of developers we have in the system, we've had a big concern with how we give access to developers, but don't allow them to hurt the whole environment once they’re in. There again, the changes that they've introduced with Helsinki, and that being able to do more sculpt applications, and narrow the access that admins have is a huge improvement. We keep growing as far as the number of developers we have in the system, but we have major concern over what they can touch, and what they should and shouldn't touch.

      Scaling, as far as what we're doing in the system, we haven't have any issue with. Scaling, as far as the number of developers and how to organize that, as far as bringing more and more people into actually develop on it, that's been our concern. The time commitment to get them up and running, speed, get them trained, especially trained in how we do things. The other part is the access that we give them, so the issue is not with the solution itself, it's more organizationally.

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

      We had a multitude of systems. When we talked about a knowledge base, Knowledge Base was a home-grown system that we had outgrown as far as IT and the university. We ran into severe limitations with our Knowledge Base. We had old content out there. ServiceNow allowed us to restructure how we're doing knowledge, and implementing a knowledge base to the entire campus. Incident, we were using Footprints, which was eventually bought out by BMC.

      It was sold two or three time in Footprints. We had used Remedy. Remedy proved to be so cumbersome to manage, as far as an incident management tool. We've gone multiple directions. ServiceNow, as far as incident management, allows us to quickly escalate issues to the proper teams. Not only across IT, but we've incorporated it in so we can escalate issues to departmental IT personnel as well, and even outside of IT where necessary.

      What other advice do I have?

      I'm a big proponent of ServiceNow. While I think it's a great system, it's not a silver bullet. I don't think there is a silver bullet system out there for IT, or for an enterprise. I would say ServiceNow is as close, in the variety of systems that I've come across, it's as close as a system has come to meeting not only an IT need, but an organizational need. That's initially where we started. We started it at with an IT need. I would say in order for it to be successful, you have to have buy-in from the top. If your administration is buying in with it, and can show their level of support for that change, that system, it makes it go a lot easier. We had a mixture of support. Some things went well. Others, we didn't have the support, and so it was an uphill battle.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459084
      Servicedesk Associate at a consumer goods company with 501-1,000 employees
      Vendor
      The way incidents are created and tracking our inventory and important to us.

      What is most valuable?

      I guess it would be the way incidents are created in ServiceNow. It makes our job a lot easier on the service desk. Another thing would be something we just got which is CG4 which is where we are able to track our inventory as far as laptops, monitors and anything else that might be issued to our, I guess we call them customers, and that's about it so far that I've experienced.

      It's very important for us to know where our items are and if somebody leaves the company, we want to make sure we get everything back so that the next person that comes in gets everything that they need, and we've had to sort out other items to purchase and wait for them to get here, which just makes it a lot easier for us.

      How has it helped my organization?

      I guess it all goes back to making our job easier and letting our customers able to let us know what the problem is and we can resolve it as fast as possible, and keep track of all the problems that are going on on a daily basis.

      What needs improvement?

      Everything in our system can always use some improvement. Right now I'm working on finding out how duplicate usernames are being created in our ServiceNow instance and that causes problems because we need to assign a ticket to somebody and then it shows two names but they don't know which one to choose so they choose the one that's not active, or it's going to go that person but it's going to go somewhere else, but the other one is the actual one that has the email address and then they get the notifications but the other one doesn't so then they lose the ticket and doesn't know where it is.

      For how long have I used the solution?

      I know we've been using it for about three years.

      What was my experience with deployment of the solution?

      Everything is fine for me.

      What do I think about the stability of the solution?

      There are issues sometimes. With the updates, we have a line of code that is probably not compatible with that update so we have to go back and see what line of code needs to be edited so that it works with the new update.

      What do I think about the scalability of the solution?

      For on-boarding, we pretty much put everything in Active Directory and it just goes over to ServiceNow but we don't like our Human Resources as they don't use ServiceNow. They have their own system so we kind of have to do double the work.

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

      I only joined the company recently, so I don't know if something else was used.

      How was the initial setup?

      I'm not sure. I wasn't here when they implemented ServiceNow or during the upgrade to Fuji. However, I heard it's pretty easy. The person that did it told me a little bit about it, that she sat down and then just called and was on the phone with ServiceNow. They were going over all the steps and it was maybe a couple of hours and then they did some testing afterwards to make sure that everything was running fine and that's about it.

      What other advice do I have?

      I would say go for it, because at my other company we had a system called Track-It but nobody ever used it. It wasn't that good, and I don't know if it was cheap or it they just stopped using it altogether, but ServiceNow is really good.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459039
      Sr. Engineer at a healthcare company with 1,001-5,000 employees
      Vendor
      We're moving from Remedy to ServiceNow. So far it seems intuitive and straightforward.

      What is most valuable?

      The first thing is it's openness, since we're a Remedy shop right now. With Remedy, half of it's probably how we implemented but it's very closed off. It's really difficult to get anything new added to it. 

      The big 'features' are the openness and ease of use. It's very intuitive, and it seems very straightforward to the point where, "It's got to be something I'm missing here." It's very simple to do things versus Remedy. I feel like, "Are there features missing here?" It doesn't seem hard enough to use. 

      I went through training and everything. I realize that it does as much as Remedy plus much more. Openness and ease of use are the two big things right there.

      How has it helped my organization?

      We have Remedy right now, and currently, we struggle with process, as does everyone, so we're hoping that because ServiceNow is easier to use, easier to build and that we can actually get our processes up and running. I know personally you have to have processes before you buy a tool set. We tend to do it at the same time. The whole business that with this new tool set we can finally get our processes define, implemented, because that's really a struggle.

      What needs improvement?

      I don't have enough experience to really say a lot about this. Maybe, the one thing we're looking for especially, after being at Knowledge 16 is best practices. I'm looking at it going, "I'm a developer by training. I could cause so many problems with this system. I could create things in it that I shouldn't. I could use it for things that I shouldn't."

      That's the one thing, it's like a Swiss Army Knife. I shouldn't do surgery with it, but I probably could. That'll probably be the biggest thing, is right now since we're new to it. We need to learn how to answer "What shouldn't we do?" It's so flexible to actually build things with, it's what should we do and what shouldn't we do that we need to determine.

      We've got Remedy completely tailored for us, and now we have to upgrade but can't. So we need to figure out what we can and can't do so we don't run into the same upgrade problems with ServiceNow. We are working with Fruition Partners and they're doing all of our implementation. We're looking to them to help us with some of that.

      What do I think about the stability of the solution?

      We haven't used it in production yet so I can't really answer.

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

      We're on Remedy now, and we implemented a previous version of it about 10 years ago. We made tons of changes and customizations to it. When it came time to do the upgrade we couldn't.

      What about the implementation team?

      We're working with Fruition Partners to implement it.

      What other advice do I have?

      If you have an existing Remedy installation I'd say, "Run, run away from it. Run to ServiceNow." To me that's a no-brainer. If you have nothing I would ask to get a demo to understand what ServiceNow will do for you. You need to really get into the whole ITLL realm and get some training. The thing would be is to realize what it can do for your company. What we've really done is realized what going in that direction can actually do for our company. Therefore, this is a far superior tool to implement that.

      Again, it's a tool, it's not going to help you if you don't have that great understanding of processes. The first step would be is get some kind of a basic demo. Understand ITIL and really look at it and see how can help you guys.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458943
      Assistant VP at a financial services firm with 1,001-5,000 employees
      Real User
      The improvement to organization is due to the amount of stuff that we can put in and then direct people to a single place instead of multiple places.

      What is most valuable?

      For me it's the development, and in the background it's very easy to manipulate forms, to write simple scripts and to do things. The developer side is very very easy. Because I stress velocity and therefore I can get a lot more work in, because it's so simple, I can maintain my high velocity.

      How has it helped my organization?

      We have 65,000 process users, and it's great. We've used it for ten years or so. We're actually one of the very first adopters of ServiceNow, so we've got a long history with it. The fact that they can do everything that we need to do. For us it's just the amount of stuff that we can put in there and direct people to a single place instead of multiple places.

      What needs improvement?

      I always say that I have never been asked to do something in ServiceNow that I couldn't do. They've just released mobile which is an update for the new release, which is a great step in the right direction. The push notification is the way of future, things like system emails and those sort of things are sort of an antiquated way of dealing with the notifications.

      I would like to say less of an emphasis on those sort of things and more of emphasis on using ServiceNow as the notifier itself, so as you're logging in, you see the notifications of the things that you need to address then, not to getting spam in your email box. Because what happens invariably, this is the second company that I work for, what people do is they get tired of the ServiceNow emails and they just shove them into a folder and never pay attention to them, and at that point you've completely lost your audience. If there was a better way to get notifications out than email spam, that would be great.

      For how long have I used the solution?

      This is my fifth year using it. I'll be entering my sixth in August.

      What was my experience with deployment of the solution?

      My first instance was a June 2011 instance, and upgrading was a nightmare from that point. It got progressively better. Right now it is flawless, and it takes very little effort to do an upgrade, but getting to that point has been very very difficult. That's probably one of the other things that would be nice for ServiceNow to give us the ability to sort of see all the things that we have changed. Not in the middle of the upgrade, but just ahead of it, so you can try to knock those things out.

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

      We used to have BMC Remedy and we've moved from that. We've consolidated in a single unified place for people to go and do anything IT related that they need to do.

      How was the initial setup?

      It was easy and straightforward. It's a web-based app essentially, so you get loaded onto a server, and we have twenty-four node cluster in one node. We're on primus and have 65,000 process users going to it. It's relatively easy, as far as getting it up and going and just turning the monitors on and letting people enter.

      What other advice do I have?

      First, I'd tell you to do it. I've been on four or five separate ITSM systems and ServiceNow has been the best. I've used Remedy, Vantive, and Autotask, and none of them come close to the ease of use and development that ServiceNow has.

      I would tell you to step away sort of like as an architecture, because you can do a lot of things on servers now that wind up being dirty data or just technical death. Just be very true, with whatever you're doing, think about it, write it down, then implement it, that sort of thing.

      I love it, I love the platform. In fact, I view my job as sort of not trying to put people out of the job. We need to consolidate, we have thousands of tools all over the place, we need to consolidate all those things and I'm very strong at let's consolidate it in ServiceNow, and get rid of all of the sort of money that we are throwing at things.

      Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
      it_user459108
      Sr. Systems Engineer at Optum
      Vendor
      For our organization, auditing, asset tracking, following tickets, and making sure what our employees are doing are the most valuable aspects.

      Valuable Features:

      I'd say auditing, asset tracking, following tickets, and making sure what our employees are doing. The ticketing system though is what we rely on most. I'm able to follow what my co-workers are doing so we're not stepping on each other's toes. This enables us to be as productive as possible.

      Compared to HPE Service Manager, ServiceNow offers a lot more customizations and a lot more plug-ins that you can throw in there. I'd just say it has a better ability to customize, and developers can get in and get dirty.

      It has a good document repository which translates into a good knowledge base with good articles. Looking at tickets, charts, and the dashboard. Seeing what everyone's working on - it's cool.

      Improvements to My Organization:

      To have this external facing site, we can pretty much face talk any customer we need to. They can log into a single portal using single sign on, which means they can use the same account to log into their machines and our environment. Sending tickets to a central location. Being able to track those tickets to see where their requests and incidents are in the process.

      Room for Improvement:

      Just ease of use for people who aren't very technically savvy. Sometimes it does take a lot of customization to make it easier for the user to use but for someone who's technical, it's pretty straightforward.

      Use of Solution:

      I actually worked with a smaller team with Optum that does POCs and we've actually been proving out ServiceNow for about four years. Now they are up the street we call it, the greater organisation is implementing the same thing using HPE Service Manager. I think their goal live date is July this year.

      Stability Issues:

      They're always very functional about updates and patching.

      Scalability Issues:

      The fact that it's tied directly into LDAP means that it's great. I don't think there's a limit.

      Initial Setup:

      It depends how deep you want to go. You can use it for pretty much for anything. I wasn't involved in the implementation of it, but from a management perspective, it's pretty sweet.

      Other Advice:

      I would say that it's just very straightforward. You want your users to have a good experience. With ease of use, I'd say it's perfect.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459144
      Team Lead at a healthcare company with 1,001-5,000 employees
      Vendor
      One of the advantages for us is the flexibility users have to create their own dashboards, reports and customizations.

      What is most valuable?

      The flexibility - we've been able to change it and make it look like our brand, so we have our brand logo on it, etc. We've been able to accommodate a lot of our old customization than we had done in our previous system, we've been able to roll that in, that's some of the niceties with the platform. I think that's one of the biggest advantages for us, is the flexibility to be able to do the dashboards and try to get people more involved in the application rather than running a report.

      It allows us to offer a different variety of toolsets for our staff, which our last system was not very flexible in that regard. Allowing my customers to go in and do their own dashboards, write their own reports, change the color of their screens has made them feel more involved and more engaged in the tool. We're seeing more requests for newer things and different things. People are thinking outside the box instead of just thinking inside of it.

      How has it helped my organization?

      As far as the hospital industry, we have not really rolled it out or it's not as big a feature to our external customers right now (the clinicians in the hospital). What we're looking to do though is to provide our outside customers the ability to do more things through the service catalog and have one central location for doing things. We have different systems that do different things, so we can bring them and ServiceNow's platform will allow us to bring all of those items into one spot, so it's a one stop shop. That's what we're looking to do, that's what is best for the hospital.

      What needs improvement?

      The training, and that's not the tools, I'm very happy with the tools, it's just I have not been able to get my arms wrapped around it, to be able to do all the multiple things that I want to do. We're still learning it. I was telling someone the other day "I feel like I'm a developer," but then again I'm not really a developer, because I just need that one or two more advanced courses to push me off the edge so that I can get in and do all these great things that people are talking about doing. I just haven't seen that piece.

      What do I think about the stability of the solution?

      We did have some performance issues where some of the system areas were slow, but that was really our fault. It was a blip in the lifecycle. I mean comparatively we don't have any downtimes, we've got a hundred percent availability, so we're very happy in that regard. I'm also very happy with their support, they're very engaging and they've been very helpful when we have had problems.

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

      There was a home grown solution as well as an external solution. We had had that solution for over twenty years and it had been through many different partners and many different hands, and it was not very customizable. I think that especially with ServiceNow, it's allowed us to start pushing forward the thought of ITIL within our authority.

      That was Service Desk Express. We actually had it when it was Magic Solutions back in 1997, out of Newark, New Jersey. It actually was the lighter version of, it was the smaller offering from BMC.

      How was the initial setup?

      Ours was very complex. We had several issues because we were not in ITIL shop, and because we were not only changing our tool but really changing the culture of the way we had done things in the past, there was a lot of push back. Having them come in and having ServiceNow's help was good since they did a great job. It wasn't easy, it was kind of a struggle. We did have some issues where we kind of hoped that the vendor that we had brought in to help us with the implementation would tell us what industry standards or best practices were. We didn't see it, we were missing some of those pieces. That made it kind of hard. We also had an executive turnover in the middle of it, so that doesn't help.That hindered our implementation. 

      My suggestion to people would be to come and learn about the tool and learn about everything it can do before you make any decisions and before you start your implementation, because if I had to do my implementation over again I would change what I was trying to do. Like we implemented three pieces, or one piece, that really wasn't very helpful and I would have rather have tried something different.

      What other advice do I have?

      I'd do it. I mean just do it. If you're looking for a flexible tool that's going to grow with you, that's going to expand your flexibility, or expand your team, or expand how you do things and streamline things, I would do it. We've only been on it three years, but we've already done one upgrade, and I was prepared for the worst. I had come into work at midnight, and brought my snacks and sat at the desk and then basically watched the upgrade, and I won't be doing that again. I mean it's just that easy, it really is.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459006
      Program Manager at a insurance company with 1,001-5,000 employees
      Vendor
      We initially got on board because it's a single system of record, and we're trying to centralize a lot of different apps.

      What is most valuable?

      We initially got on board because it's a single system of record, and we're trying to centralize a lot of different apps. It's enabled us to decommission a number of different systems that we were using such as incident change, problem management, asset management, financial etc. and it's enabled us to pull them all together so now we can develop an entire portal inside of ServiceNow. We just enabled it last month, to bill out catalog items and we have been able to use the financial element to then cross bill all to our lines of business, so it's been huge success for us so far.

      How has it helped my organization?

      There's are a lot of benefits, and it depends on our audience. In the department I work in, Technology Portfolio Business Management, the biggest benefit was the ability to do asset management in a centralized place and to do the financial elements of that together. I also work with the Infrastructure Team and their key element right now was to centralize incident problem and change and build those functions out of the company. We're now expanding it to another audience which is our global Network Operations Center, and for them the biggest benefit is going to be a centralized dashboard of all their event management. Then we have another infrastructure team that would say the biggest benefit is probably the business process mapping element and the ability when there is an incident to be able to drill down and understand exactly where those problems are in the environment.

      What needs improvement?

      It's so new to us, everything is shiny and everything works well so it's hard to state that right now. We are pretty much loving everything, especially at Knowledge 16 where we got all kinds of new ideas to expand our footprint in the company. I'd say we don't have a lot of negatives, quite yet. There's a few little limitations that we run into with each of our implementations but they're very minor. Drill down capabilities and reports maybe or I think one of the bigger ones we ran into with our financial management implementation was that there weren't enough layers in the hierarchy to do all the split costing that we were trying to do but we worked through it. We just managed it a different way. Part of it was how we did it beforehand and trying to bring that in versus what ServiceNow says is the best practice, so we're still adapting.

      For how long have I used the solution?

      We've been using Geneva in-house for about six months.

      What do I think about the stability of the solution?

      It's been beautiful. We spun the thing up as soon as we signed the contract. Right away they asked us what they names were. We had development tests and production instances. I can't speak to how fast it was bit to was pretty quick. We've not had any system interruptions whatsoever. It's been available 24/7.

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

      We had some homegrown tools, and for incident management itself we had a multi tenant instance with a vendor called Compucon. We shared an instance which wasn't going well, so we brought it in house and then decommissioned our internal apps.

      How was the initial setup?

      It was incredibly easy. We had the vanilla version and then we used a professional services vendor to kind of help us weed through what was there, to help us understand it, do some initial workflow set up, so it was very simple.

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

      Our current challenge, because it's a little bit of a rub right now is we're going through re-negotiations on contract because absolutely you're going through the big sales pitch, it can do everything at a cost. We were given all of it, and we purchased a small amount and now we're saying, "Oh yeah, we want to do that." Well, more fees for that, more fees for that. So it's been a real challenge to understand what that pricing structure looks like.

      That's one thing how they bill off of nodes and CI's and stuff for some of the capabilities and then we've had a challenge with. Getting to a steady state with our IT users, understanding what capabilities they can truly have with the matrix that was provided to us, and then given a sufficient amount of time after go-live to really reconcile and get to a steady state before we go through and re-calibrate the contract to include whatever. So that's an active conversation that's happening right now but we're working with some great people so we're confident we'll get through it.

      What other advice do I have?

      So far the people we've been working with are great. The system is available all the time, and we have high hopes for the single system of record concept where everything is linked together. We love the user experience concept that we're starting to roll out. That's a huge piece for us as our big disconnect from our business slash end users in IT, the way they communicate, throw things over the fence. We see this as a great opportunity to kind of bridge that gap and kind of bring both players together.

      One of the reasons we're moving over financial management in addition to system of record is we use VMWare and we're shutting down for very specifically to that container or that tool. I think we're paying VMware three, four, or five times what we're paying with ServiceNow so, we have a huge desire to get off that in short order plus we're already seeing more features in ServiceNow for value add then what we had in VMWare.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459090
      IT Planning and Program Management Director at a retailer with 1,001-5,000 employees
      Vendor
      The project portfolio management part is most helpful and useful to me.

      What is most valuable?

      Because I do IT planning and program management, the project portfolio management part is most helpful and useful, but I can also see the integration to other parts of the IT operation as well. I think that's most useful because we are looking from an end-to-end perspective within the IT organization, though we may have different functional teams, but we are working as one team, so it's important that the various operations or processes are tied and integrated into one platform, in one end-to-end process.

      How has it helped my organization?

      I can see a very good product strategy. We see enhancements or enhanced features in each of the releases. I see the roadmap is good and the technology underneath is also good.

      During the Knowledge16 conference, I found out more about the IT financial management part, which is important to me because we're trying to do more finance on our IT operations so that we can measure performance. We can also share info with our business shareholders and stakeholders as well. I see those features as really useful when we transform our IT organization into a service organization.

      What needs improvement?

      In our region we don't have many choices of implementation partners. At the same time, I don't see that they are as proficient as they are in other regions.

      What do I think about the scalability of the solution?

      Today we aren't seeing major issues but one of our concern is that it's expensive.

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

      Not at this company, but beforehand I had used Remedy. It is a very traditional IT Service Management tool, basically a help desk, but I think there's a lot more in ServiceNow.

      How was the initial setup?

      The underlying technology and also the application or customization facility, or the technology behind ServiceNow actually is quite robust and quite agile, which we can make use of to do a release and deliver it quickly.

      What about the implementation team?

      We're using Deloitte as our implementation partner. They are doing a fantastic job, but they're just one particular resource, one or two that can help us, but in our region, we don't have many choices on partners that are proficient in ServiceNow as well as in IT operations.

      We are trying to do it in a phased approach, we want to have the initial system for us, and then we'll use it and improve-enhance it later on. I don't see that we'll have major issues, because our goal is not to have it all in one step, but rather we are evolving our solution.

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

      I do not have particular details, but what I heard from my boss is that it's not a cheap solution, especially when you want to roll out to more people or more colleagues in an organization. That is really a significant factor we're considering because in terms of the cost it's not cheap, so we hesitate. We can see a lot of scalability and expansion possibility in rolling out beyond the IT organization.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459102
      Sr. Enterprise Service Management Platform Analyst at a insurance company with 1,001-5,000 employees
      Vendor
      I'm impressed with the custom app development platform and the fact that is it able to connect with GitHub to share source code.

      What do I think about the stability of the solution?

      Over the two years that we've had ServiceNow up and running, we've had a couple of service interruptions. Other than that, no. Some kind of network problem they were having, they had to fall back into a different data center, and that took about 15 minutes, I wish it was a little bit seamless, but we've had a couple of glitches.

      What do I think about the scalability of the solution?

      The ability to add more users to the system itself, what we have done is we've linked it to our active directory, and that's where we're importing the user information from, and that's been working great for us.

      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.

      How was the initial setup?

      I wasn't with that company when they were implementing it, so I'm not exactly sure. As I was joining them, they were deploying their first module which was the incident module. Others have been very easy since I've been there, they did knowledge, they did change, and they developed a custom application, which after a little while ServiceNow provided free of charge, so that was kind of always, but we're still using the custom one. As far as deploying and developing goes within ServiceNow it's very easy, not painful at all. The only pain point for us is because we're a group of different companies, our collection of requirements is a little bit lengthy, it requires a little bit more work than other companies. The incident module itself alone is very complex because we have several service desks at several locations and fairly complicated.

      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.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458952
      Systems Engineer at a financial services firm with 1,001-5,000 employees
      Vendor
      We haven't really had any major downtime incidents since we've had it in place.

      Valuable Features:

      We primarily use it for change management and incidents. We get the greatest value from our change management. We recently moved to ServiceNow from HP Service Manager about two years ago and it's been leaps and bounds just better than what we had before. We're able to do our approvals, automated approvals through email, through other means, and it's just made everything so much more smooth.

      Improvements to My Organization:

      We found because we're working on an internal cloud solution right now, we found that being able to integrate with other solutions it's been so great because we're able to use the APIs and web service calls to integrate with SCCM, Microsoft's orchestration tool and we're just been able to find that it's so versatile in working with other products and it's made everything so much easy.

      Room for Improvement:

      The only complaint that I would have is just the interface itself is not always user friendly. We get some complaints from users that they don't know exactly what all the features, all the fields mean, and what they're used for. I guess I want it to be  a little more user friendly.

      Deployment Issues:

      I wasn't really involved in the installation of it. I'm more on the admin side so I can't really speak to that.

      Stability Issues:

      We do our maintenance updates about once a month but we haven't really had any downtime at all since we've put it in place. We recently went through an upgrade about a month ago, a couple of months ago, and there was no issue, there were no issues at all.

      Scalability Issues:

      We haven't really had to do that yet because it's fairly new in our environment we haven't really had to scale it yet. We're basically using the same infrastructure that we put in initially.

      Initial Setup:

      Upgrades are fairly easy. Like I said, we don't have any real issue when it comes to updates and maintenance and things like that. I would say we haven't really had any major downtime incidents since we've had it in place.

      Other Advice:

      I think getting your support team involved early on so that they understand how the process is going to change from whatever they're currently using is a big key. We had some growing pains initially going from one system to the other, but getting the support team involved early on in the process would be very beneficial to anyone that's moving forward with ServiceNow.

      Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
      it_user459117
      Sr Analyst at Southwest Airlines
      Vendor
      Enables us to easily spin up a business portal.

      Valuable Features:

      ServiceNow enables us to transform IT as it's a business driver. In my mind, we can shift the way IT works to make it more business aligned, business focused, and business oriented. Having a tool that kind of helps IT think differently about how we deliver services is important to me.

      We're rolling out service level management this year and part of that is because we had this foundation of our CMDB. Our business services are in there. Being able to report on things based on how our business service is impacted, it's going to be the first time technology's been able to do that at this company. That's exciting.

      Improvements to My Organization:

      Speed of delivery is really at the forefront. Being able to do things faster removes those IT obstacles out of the way for our business users and lets them do what they need to do quicker. We're enabling our business to be more nimble without bogging them down with technology.

      Room for Improvement:

      I feel like there should be perhaps more unit testing before patches are rolled out because every patch has broken our entire catalog. That's kind of the most time consuming areas to test because of volume. There's so many catalog items. Each one has to get looked at, the workflows, each step has to be done. Every patch has broken our entire catalog, and I'd love for that to go away.

      Stability Issues:

      From a user perspective, we noticed a slowdown when we moved from Eureka to Geneva, so I've got a lot business customers that are saying, "Man, your tool got slower." I don't have any stats behind it. It's running all the time.

      Scalability Issues:

      We add users constantly. We onboard people and they are automatically added. We have a portal that's internal for our users that don't need to do changer class but they do need to request things in the catalog so those people are able to log in and request stuff.

      Initial Setup:

      I think the only thing where there was anything negative was now you have two tools in the interim so people still used Remedy for some of the ITIL processes and now they have ServiceNow for change. Then as we increased our capabilities in ServiceNow, more and more people were happier.

      Other Advice:

      Just really for me, it's all about the business case. What's a success story to tell? What are you able to do now that you couldn't do before? Some of the things that I would showcase are the wild set that we used to be in as far as requests goes and now we have the catalog and we're growing that everyday. Also, having a business portal is a huge selling point. Anything where you can spin up a portal as easily as you can with ServiceNow and make IT approachable for a business user is important. Every time they patch, they break the entire catalog. They need to fix that.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459150
      Developer at VSI
      Consultant
      The ITSM rules are most important for me.

      Valuable Features:

      For me, it's basically the ITSM rules of ServiceNow. You can help the companies and all that stuff with their assets as well and all their service catalogues. It's a pretty complete platform that you can basically create whatever you want.

      Improvements to My Organization:

      For us, we can have all the information organized, all PIR processes. We can have, as I said before, all of our equipment, assets, and employee control all in one small place.

      Room for Improvement:

      Some of the things which I've seen that they're improving now, it was the UI. It was a pretty basic UI which needed improvement. Now with Angular and stuff like that, making it more responsive, that is very helpful, but they need to work on the UI more.

      They don't seem to have that major impact. It's not a huge difference. Maybe from Fuji to Geneva it might have changed a bit, but we didn't see it to Helsinki.

      Stability Issues:

      The performance also depends on if you have too many changes, depends on the script and the developer that has worked on that instance. In the out of the box service, no, I haven't had any performance issues.

      Initial Setup:

      For the most part it's easy. It depends on what the user wants, but most of it is all easy. They have the business rules, client script, everything is basically ready for you to develop.

      Other Advice:

      The cloud is the future, so you want to have everything in the cloud, everything organized, everything in one place. Basically, that's it. The cloud is the future.

      Disclosure: My company has a business relationship with this vendor other than being a customer: We're partners.
      it_user459075
      Managaer of InfoSys at a tech vendor with 501-1,000 employees
      Vendor
      It's valuable to us because we do a lot of custom development on the platform. I don't really see the monetarily value from what we're spending from a support perspective.

      What is most valuable?

      I find the product to be valuable because even before they started really pushing it as a platform as a service, that is the biggest reason as to why I leaned towards its purchase two years ago; it's platform as a service. We didn't really purchase it as a SAS product. It's valuable to us because we do a lot of custom development on the platform.

      How has it helped my organization?

      We could have chosen many different platforms but for lack of a better word, it was the easiest to be able to move to, taking all of our existing processes and data from different sources. It was born in the cloud so we didn't have to worry about all of the nuances of being able to ensure that it would work as a cloud application. That was a big piece and it already had a service, although rudimentary, a service portal available with it. I think in the previous versions it's referred to as an ESS portal. With Fuji on forward I think they refer to it as a service portal.

      What needs improvement?

      If you look at the number of support calls that we put into ServiceNow, it's absolutely minimal because we filter. We don't have our users calling into ServiceNow directly and we trained our users, etc. I don't really see the value, monetarily, from what we're spending from a support perspective. Because if we call into ServiceNow it's because we're experiencing something at a much higher level, not something that is an easy fix. It's usually we've recognized performance issues or something like that. Their up time has been satisfactory for the most part.

      What do I think about the stability of the solution?

      For the most part, the product is very stable. We host customers ourselves and we know how difficult it is. As a host provider you're not completely 100% in control of everything, you're dependent on other vendors to be up.

      What do I think about the scalability of the solution?

      We've had three major upgrades since we implemented and there have been no issues. A lot of that has to do with the fact that we followed a very regimented custom development best practice so that we wouldn't interfere with any of their upgrade processes.

      It does not necessarily scale from a licensed user perspective, we don't grow as much because our license users are really just our core set of resources within our company that's internal. From an external customer perspective, our customers are international/worldwide, so we have folks from Africa, Singapore, London accessing the system. We went from an initial 8,000 users to double that amount from an external customer.

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

      We also continue to use our own application that we develop which supplements ServiceNow.

      How was the initial setup?

      We had a lot pushing us to go very fast so we implemented ServiceNow in less than a 90-day period once we actually started progressing to actual implementation. Some portions of just deciding upon the product and all of that took much longer, but once we procured the product and actually set on our way to implement, in less than 90 days we were live.

      What other advice do I have?

      Advice to peers: It would depend on the problems they're trying to solve. It really would depend on the problems they're trying to solve. As an ITSM solution, I would highly recommend it, first choice. For something else, it would depend.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458970
      Program Manager at a healthcare company with 1,001-5,000 employees
      Vendor
      Real time reporting capabilities and knowledge management features are the most important to my work.

      What is most valuable?

      For me I believe it would have to be the real time reporting capabilities that it has, as well as the knowledge management features as far as reporting. We're just getting kicked off with trying to push knowledge management out into the organization. It's important to get a read on how it's being accepted as well as what's being used and how we can improve upon it in real-time.

      How has it helped my organization?

      I believe because it has so many different pieces to it and they're all interconnected, they're all interrelated. As you know, in IT everything relies on everything else. That fact alone that the CMDBs in the middle and everything feeds into it and comes out of it. That alone is an essential piece to the strategy.

      Look at the cost savings that's there for it, the capability. So many companies nowadays want to make sure that they're on an ITIL compliant platform and ServiceNow is definitely that platform. I'd have to say that's one of the big business drivers. If you merge with another company, you've got an immediate capability to include them and bring them on board.

      What needs improvement?

      I think within knowledge management the editor could be greatly improved. To me it's very archaic looking. One of the issues is when you go to pull a document in there - we're talking about knowledge, we're talking about how to do something in many cases. It doesn't do numbered lists very well. As soon as you put a picture in it starts your numbering over. I don't know if there's something wrong with our implementation or it's just out of the box. We have it set up out of the box. That's one of the downsides. In general I hear a lot of people say that the interface from a back end. From the folks that have the IT role, it's not a pretty picture.

      For how long have I used the solution?

      Myself here with this organization I've used it for about two years, and with other organizations on and off for about two years plus. Currently, we're on Geneva.

      What do I think about the stability of the solution?

      We've had a little bit of slowness at times. We're looking into the heart of that and I think that maybe some of that is maybe our implementation. The way we've gone about setting up database calls and things like that. It's hard to say. I can't really speak to that because I'm not working so much with that group. Occasionally, depending on the implementation I've seen it always run smooth and fast.

      Other times we have to deal with the internet is right in the middle because it's cloud based. You never know if that's the reason for the lateness. Overall it's a great product.

      What do I think about the scalability of the solution?

      Well from what I understand I can't speak to that really well. It seems quite scalable. I know other companies that are much larger than ours that have had an excellent implementation. I was in a talk where the gentleman was from a large company that had a huge investment in it, and they were using it across four hundred and fifty thousand employees or something huge.

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

      In my past lives they have used Remedy as well as HP Service Desk at the time. At a previous company, I helped to implement HP Service Desk.

      How was the initial setup?

      I don't know how it has been here, but in other places it's been a very straightforward and simple implementation. What it really requires is all the pre-work. If you're going to implement it you want to have an understanding of what you're stakes are. For example, in incident management. What the teams are going to do. What the processes are going to be worked out within the tool. That's an important aspect. A lot of people may think that you implement a tool and you have it. It's not that simple. You have to do a lot of work before you implement to make sure you have your processes in place.

      One of the things important, if you're going to put new processes in it, have them written down and have them well understood and well documented before you implement it in the tool. Once you implement in a tool, that's when you can really start to improve on it. If you just go forward and put it in a tool and you don't have any documented process then you're back to square one. You don't know what you're improving and you're making changes and it's not a pretty picture.

      What about the implementation team?

      We have a young lady who's very adept and she's moving forward with that. Making great things happen.

      What other advice do I have?

      Make sure you have your processes well defined before you go to implement a tool because that's where you're going to get your real payoff. It's going to really help you improve things if you have all that well documented, well understood before you have it implemented. I think that's the biggest thing.

      I think that they could do a lot better on thr interface. Especially for the back end because we can build all kinds of- there's all kinds of companies out there that create all these things. At some point you would think that they want to improve these certain aspects of it that- like knowledge management.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459027
      System Administrator at a manufacturing company with 10,001+ employees
      Vendor
      It acts as a one-stop shop for customers to be able to go in and create instant problem tickets if the incident is severity one or two.

      What is most valuable?

      It acts as a one-stop shop for customers to be able to go in and create instant problem tickets if the incident is severity one or two. But basically, it's a one-stop shop because beforehand we were using multiple ticketing systems, mainly by email. So now instead of having that we just have them go in, log a ticket, and then its assigned to whatever group and whatever the group it's assigned to goes ahead and takes care of it.

      How has it helped my organization?

      We were doing our user on-boarding via email, and it involved a lot of emails going back and forth. Now, it's just a ticket. Our security team gets provisioning tasks. You can log an instance, use a service catalog, we have provisioning. It's just as important for them to go to one place. On a macro level it helps us do things more efficiently.

      What needs improvement?

      I can't wait until we get to Helsinki and such. There are some cool things that I have seen. Portal. The drag and drops which we currently don't have with Fuji.

      For how long have I used the solution?

      We've been using it for three years, and we're currently on Fuji patch 3. I'm in the process of fixing our patching problems because there were some issues. Once I get it done, I will go ahead and bump us up to Fuji, patch 12 or so. Then we have a project where we are going to simplify our system, and we have a lot of customization so we are going to kind of try to go back out of the box.

      What do I think about the stability of the solution?

      They wanted a ticket to where the customer would see a general global ticket and not have to go through and see if it was an incident or a general request or whatever. And this one particular ticket and the way they have it set up is fairly complicated. They didn't use global tables that should have been used, they customized it and now we are having issues. So we are going to try to get it back to where it is a more simple thing and this should make it more stable.

      What do I think about the scalability of the solution?

      The system admin. We have another guy that's our business analyst. But we have around 20,000 people in the company. Its global, so everyone is using it well we hope everyone is using it. We've added the catalog, we've made it global within the last year. So we have North America, Australia, Northern Europe and Central Europe. And we're hoping our European people are using it as well as Australia. But there used to be a lot of emails and stuff bouncing back and forth rather than using catalog.

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

      We were using ChangeGear which was kind of limiting. We're a global company now. I don't know, I wasn't in on the why we changed but I know that we were using ChangeGear now before Service Now and it just wasn't suited to our needs.

      How was the initial setup?

      I think that the way they set up global ticket there was a lot of development, so fairly complex. If they had not done all the customizations, it would have been a lot better, a lot easier and more straightforward.

      What other advice do I have?

      I would recommend it. I would recommend not doing a lot of client scripts. Not doing a lot of customization. Stick with the out of the box, it's easier to upgrade, easier to implement. The people who are behind the scenes like I am need to go and find things in the Wiki. It's much easier to find, to fix that type of thing.

      I've really enjoyed working with it, and I guess it's just the way we have things set up. It's a little frustrating not being able to find things, all the stuff I have to go through to get things fixed.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458961
      Team Manager at a manufacturing company with 1,001-5,000 employees
      Vendor
      Flexible platform to build applications and to extend our service management.

      Valuable Features:

      Flexible platform to build applications and to extend our service management. We have the normal idle processes we actually implement and ServiceNow provides good value in supporting these processes.

      Improvements to My Organization:

      For us it's beneficial because we are switching from a single provider environment to a multi-provider one. We use ServiceNow as a platform and it's described as really flexible. It supports this transformation for us and now we are in the position to deliver our own multi-provider application platform. They are no longer hosted at our providers, so we can switch the provider in an easier and quicker way, and we are in a better position to discuss prices for different services because we can offer the whole platform and framework to our customers.

      Room for Improvement:

      Last week, we had a discussion with the support leader at ServiceNow, and what we miss a little. ServiceNow is growing really fast, so they have two versions per year, and for a company (or for a large company), I think it's really hard to switch to the next version because you have to migrate and test things. What's not so good for us is also the support for problems and regressions. If we are using an older version and the next version is coming out, we always recognize if we open an incident, that we get an answer which in most cases is to switch to the next version. That is not so good for us because we know that we could switch to the next version but we have to perform a lot of effort that it's not too easy to do that. So basically we're looking for answers other than just go on to the next version.

      ServiceNow supports the two version or three version support so if we are in the actual supported version we know that it's really hard to fix something in the current versions because the architecture is different from the new one but we would wish to have more fixes for our versions.

      Also, the wiki is good, but it could be a little bit better. It is lacking all the information and could be more in-depth. We are not on the newest version actually, but we will switch this time because the one we're on is not so good. The information about the included features in the next release is lacking.

      They said OK in December and we got access and then I received an email with, "Hey Geneva is available." And we were really waiting for that because we would like to upgrade. Then I go into the support system, try to upgrade, and then I get an email which says that I have to wait three days, then I received an email about an hour later, and they said Geneva is available and they have to wait three days before my upgrade can be done. This process should be better.

      Deployment Issues:

      There were no issues with the deployment.

      Stability Issues:

      The instance is always up and running.

      Scalability Issues:

      We're not running out of space so the platform is cool and it's running. It's good for us because it's in the cloud. We don't have to put effort in to look for things. That is why we decided to choose ServiceNow as a cloud provider.

      We have support and so we bought a service and if we are at the end of the space or something like disk space, then I think ServiceNow contacts us to let us know so I have no need to look into that.

      You can do a lot of things in different ways and that is why we define some coding guidelines, because the best practice are not enough to restrict some implementation partners or our self to bring implementation. For us it's really important to do that to the GIF guidelines, development restrictions, as it can be too open for us as a company because we would like to have the same result from different implementation partners. Everything works in a different way, you can do it like that or do it like this, but in the end if you have over 200 service catalog items I would like to have them built all the same way and look the same way.

      After they're built and it's up and running, you have to maintain them, and if they are difficult in a lot of ways it is difficult and produces a lot of cost because if you have an incident or something else, you have always go deep inside of that and look, "Okay what is going wrong?" This can be prevented with more restrictions and standardisation.

      With such a platform you can easily build and really quickly with new applications to help the business do things. We recognize also that you have to build and not grow too fast, because then it becomes a little bit of chaos. We also recognize from our business groups that say, “Oh ServiceNow, we do not have that, can we build that with this? Or that and that?" And you have a lot of demands and requirements you have to handle and maybe you have to block. We would like to have architecture throughout ServiceNow blocked from before we start building such small instances.


      Other Advice:

      ServiceNow is a very good platform, but do not build up things too fast. That's what I'd say, because the problem is recognized from our companies and they say, "It's easy to throw things out into the business." But if you have a role model or such then you have so much effort to implement or rebuild those things during these things are in operational mode. I would say yeah, do it, but not too fast.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459018
      IT Executive at a media company with 1,001-5,000 employees
      Vendor
      We use it for management and change management. It includes many customizable features we like.

      What is most valuable?

      For me, it's management and change management. It allows me to figure out if we have issues and when we need to make changes to solve problems. From my side, it's just reporting. Assets, I mean just analytics and stuff like that so I see if there's a high volume of tickets. If we need to resolve something, etc.

      How has it helped my organization?

      It allows us to have asset inventory, incident change - the standard stuff we need in a corporate environment. 

      We have the flow from beginning to end. We know when a person starts at the company to one day if they leave. If they have issues, we could figure out why they have that issue and then just go to make changes. For anything we need to push out company-wide, we have all the information ready, so that's the reason we have ITSM.

      What needs improvement?

      Performance analytics could be a lot better. I know that's the big thing, they're pushing collaboration and stuff like that. It's just that portion, if that was better done it would be better for us. I the analytics were better and easier, if it didn't require someone with a lot of technical experience to create the reports, but rather if it was more click and drag, then anybody could create these reports. It would be a lot better.

      From my standpoint, because we don't have people who are experienced in doing the performance analytics module and stuff like that, ee can't get the right reporting and it's just a beast trying to get that configured the right way. If it was more simplified and easier for us to generate reports, if it was click and drag, you could get all that information and they could produce reports like that. It takes a long time to produce reports.

      For how long have I used the solution?

      We started using it about two years ago.

      What was my experience with deployment of the solution?

      There were no issues with the deployment.

      What do I think about the stability of the solution?

      We have had no performance issues.

      What do I think about the scalability of the solution?

      It's been able to scale for our needs.

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

      We previously used Microsoft Service Manager. We were on the fence about moving over to Geneva then Helsinki came so we're thinking about moving over to Helsinki. We're trying to get that planned out.

      How was the initial setup?

      I wasn't involved in the implementation so I can't really say but I don't think it was that difficult. I've not heard any complaints about it, or about the upgrades either.

      What other advice do I have?

      I would tell you that ServiceNow is a great product to use because just from what we have, what we use, It's highly customizable, there's a lot of features that we like, it's just that performance analytics isn't as great as some of the other pieces that they have.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user459138
      Director of Technical Services at a tech services company with 51-200 employees
      Consultant
      They architectured the solution in a way that makes it open and customizable.

      Valuable Features:

      As an integrator, I think that what I like the best about ServiceNow is the flexibility that it gives me as an app writer, or a third party developer who can come in and integrate their services into ServiceNow. I think the flexibility and the ease with which I can do it is the best aspect for me. I think it's the way it's architectured. I think it's a very, very, well architectured platform, and that's the strength of ServiceNow. The platform which they architectured in a way which is very open, which is very customizable, which is very flexible.

      Improvements to My Organization:

      Cloud is the way to go, and SaaS is the model that is being adopted. It's cutting edge technology with tons of languages which ServiceNow is coming with, and that's what we use. At least from our perspective, there's a lot of similarity in the ServiceNow platform and our platform. We've tried to integrate with other people but it's been very, very hard because they generally are a very closed system that's very difficult to integrate using their APIs or exposing our APIs. With ServiceNow, it's very easy to do that and with the kind of custom APIs that ServiceNow has, especially in the employee space, I think that's a win-win situation for us to be on ServiceNow to actually target these customers. I think that gives us a tremendous amount of value.

      Room for Improvement:

      I'm not an expert ServiceNow user, as we've only used it for our integration with them. In fact, I have not really come across something that I would say is a problem because I've worked with other people and it's certainly better than that. There always is scope for improvement, and I think most of it is targeted with their Helsinki release. The UI, the UX, the click and drag options to do certain things, it just adds to the more modern feel on the platform.

      Since I work mostly on the application development side and I know they're focusing a lot to bring that up. Still there are a lot of restrictions, what developers like to see in an environment they're developing. Such as: you've made a change, I've made a change, can I compare and merge what the change is since we are both developers? I don't have that, I do see what's going on but I don't see. When I have ten developers, it's kind of a little challenge to see who's written what. So there are commercial grade application tools, and I understand ServiceNow is not an IDE, they're not a platform which was built as an IDE but I think that's one idea that if they enhance where I can actually keep track of who's doing what and can I merge two files, can I discard changes from his file and just keep my file? Those kind of changes would really help.

      Stability Issues:

      With those of whom I have spoken to as ServiceNow admins or those who manage ServiceNow for the company, they've found it relatively easy just to manage it and from a stability perspective and from a scalability perspective I think it's stood up really well.

      Scalability Issues:

      It's been able to scale for our needs.

      Initial Setup:

      Most of our customers that we go to already have ServiceNow deployed. They have a team that manages it so I don't know how difficult or easy it is for them but they did give us an environment to work on and I think that's where we come in as an integrator with our product on it. If your question is specific to ServiceNow I really wouldn't know whether it's a problem for them to manage it or upgrade it.

      Other Solutions Considered:

      There are other commercial products out there, there are home grown systems out there, but they're not architectured to be extensible. They're not architectured to allow people from outside to come in with their offering and say, "I can marry my offering with yours and this is what it looks like". They just don't have that capability so we'd really have to behave like two separate systems even if we offer that service.

      Other Advice:

      First of all, I think you have to really think if ServiceNow is a fit for them. As long as they can define what they're doing and somehow link it to service, because ultimately it's a service. In fact, doing any kind of service then this is the platform to go with because this is a platform that can fit into your business processes rather than trying to change your business processes just to use a platform. The benefit comes from the fact that, are you trying to provide a service and is that service very specific to your organization and does your organization work in a specific way. If it does then this is the platform to go with because now you can tune the platform for your business rather than trying to change your business to somehow use the platform you know. So I would suggest that.

      Disclosure: My company has a business relationship with this vendor other than being a customer: We're partners.
      it_user458940
      Enterprise Architect at Kordia Solutions
      Vendor
      If someone wants automation or workflow, you can probably build it fairly easily.

      Valuable Features:

      The ease of use, as for us it's sort of like Lego. If somebody wants something, if they want some automation, if they want workflow, etc. It's cool that if you can imagine it you can probably build it fairly easily.

      Improvements to My Organization:

      It's very, very cost effective. We're able to replace traditional FTE dollars and spend on ServiceNow at a fraction of the cost. I believe when it was initially implemented there was an immediate reduction of one to two people.

      Room for Improvement:

      I'd like to have an offline mode. For us, we do a lot of workforce management. We've got a lot of guys out in the field in remote locations. Getting them into the system is good, it's beneficial for us. Good forms and get that data in. If they're out on site, they can't access the system.

      Deployment Issues:

      There were no issues with the deployment.

      Stability Issues:

      I think that's one of the key things with that tool is all of those considerations and problems go away.

      Scalability Issues:

      It's infinitely scalable, we've had no performance issues.

      Initial Setup:

      It can be both straightforward or complex. Probably one of the easiest ones that I've done was Greenfield. They didn't have ServiceNow at the time. They only wanted a project management solution. That's it. That was very, very small, very straightforward. Then I did one for a company in Australia called TXA. They do a lot of the television transmission equipment and it was end to end automating ticket creation based on an event log. A very, very bespoke and complicated event log.

      It was very particular as there are a lot of concepts very particular to their business. It was very, very interesting but it was incredibly complex. They wanted as much of hands off and let the system sort it out as possible. Most implementations are fairly similar.

      Other Advice:

      Some advice that I've heard -  get people hands on with it as early as possible. I find a I go through requirements with a user or with a company that they get, and they'll think that it's solid. As soon as they start playing with ServiceNow they realize "hang on, maybe I can get it to do this, I can change this. "The requirements just completely change.

      I think it's excellent in all of the ways that software can be. The only negative that I've got is the one that I said before which is half negative, half positive. That it's being developed so quickly.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458979
      Configuration Manager/ServiceNow Admin at a healthcare company with 1,001-5,000 employees
      Vendor
      Coding allows you to change it to do what you need it to do. I've used other systems where this wasn't the case.

      What is most valuable?

      • Flexibility to do what I need to do. 
      • The ability to automate what processes need to be automated. 
      • Makes it easier for my users to be able to do things. 
      • By coding you can go in and change it to whatever you want to do. You make it yours. Whereas, I've used some systems that you get it and that's it.

      How has it helped my organization?

      It gives our users the ability to do things they weren't doing before. We can get rid of several other systems, replace it with ServiceNow. I don't know exact dollar amounts for what they replaced with ServiceNow, but it's more than what I make.

      What needs improvement?

      Some of the issues that my team has run into are that something one day works completely fine, the next day it does not. If we release a patch, something happens, and it was working fine now. No recollection in any documentation anywhere about changing, but it doesn't work now. It's always something ServiceNow has changed, but neglected to tell anybody of the change. There's a lot of processes that were working when ServiceNow was implemented but aren't really as beneficial now.

      For how long have I used the solution?

      I've been using for four years, and are currently on Fuji Patch 10 in the process of upgrading to Patch 12. Then we're looking at two different things right now. We may go to Geneva, but there's also talk of completely redoing ServiceNow and going straight to Helsinki. We might just redo the entire instance, skip Geneva and start with Helsinki.

      What was my experience with deployment of the solution?

      There were no issues with the deployment.

      What do I think about the stability of the solution?

      Every clone release has been pretty seamless. We had one issue with one patch, but that was due to IE issues. It wasn't compatible before IE9 and some of our users were still on IE8, though they weren't supposed to be.

      What do I think about the scalability of the solution?

      It's been able to scale for our needs.

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

      The last thing I used before ServiceNow was HPE Service Desk and Remedy. Those are the only two other ones I've really used. I've seen other ones demoed and stuff, but they were not as flexible. I guess I've used SAP too.

      I currently go to school too, which is at NKU in northern Kentucky and they use a SAP type product. I can't remember what it's called, but it's just not very functional.

      How was the initial setup?

      I was not part of my current company's implementation, but with a previous one and their parent company, I was part of their implementations and it was pretty seamless, other than political issues.

      What other advice do I have?

      Try to do as much as you can out of the box. Use as much out of box parts of it as you can. Development does come in handy, makes it scalable, and makes it more usable, but use as much out of the box as you can. That's the best advice I can give you.

      The best thing is that when you patch and something's working one day, you patch and it's not working the next after you've tested and tested and tested and it's not working. Also, there's the fact that there are things that are changed that people are not notified about.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user458985
      Sr. Systems Admin at a computer software company with 1,001-5,000 employees
      Vendor
      For my use, the most valuable features are the ability to track changes and tie changes in the problem tickets together as well as tie incidents together to the problem tickets.

      What is most valuable?

      The most valuable features at this point in time for me is the ability for tracking changes, for tying changes in the problem tickets together, tying incidents together to the problem tickets. The interaction between our user to IT aspect, from top to bottom, has been fantastic. Whereas users submits a problem because they have a problem, then we've got to find out if it's a bigger problem, or if it's bug, or SDLC, all this stuff. For me in my role at this point in time, which is changing, it's just tracking everything from bottom to top. We're making sure that stuff is getting done and then communicating back to teams, and it's a full loop.

      How has it helped my organization?

      ServiceNow was implemented over seven years ago. When I came on it was already implemented and I didn't have much of a role in getting ServiceNow changed, add-ins, whatever. They weren't reaching out to other companies. I was basically brought in to do monitoring buildouts, and get our very baseline infrastructure more organized.

      What needs improvement?

      I actually don't know. To be perfectly honest, I feel that just about any tool, as long as they have the same offerings, can be modified to fit the company that is attempting to use it. Take a look at an ERP solution. ERP has been around for a lot longer, to a certain degree than say ServiceNow and there is a massive amount of offerings. You can go with SAP. You can go with Oracle. I can't even remember the other guys' names. No matter what, you can always make them work for your company.

      They may not have been the best choice for you, maybe there are pluses and minuses. Once you actually get into the application, you start figuring it out at that point it's like, "Well, it would have been better if we went with this, if we focus more on this." The thing is once you get an offering, you still have the ability to go in and configure it to your heart's desire. ServiceNow, it's the full suite of offerings. You have a lot more to sit in and actually go in and configure, as opposed to it's just another ITIL based application that I can sit in and configure.

      I know there are places that they can do better at. While I'm not an administrator, I'm not sitting there configuring it, I know our person who does configure it does have his foibles. There are certain things that are difficult to get out of ServiceNow, which is why I suggested going to partner companies that are using ServiceNow already in your similar environment. You go to ServiceNow and say, "Hey. This is what we want to do. How can we accomplish this?" ServiceNow says, "You can do it any way you want."

      It's like, "That's not an answer." It's like, "What should we do? We need guidance." Well, "No. you can do anything with it." Okay. That doesn't quite help me as a user, and future administrator, or as an executive. I'm sure it sounds great for an executive, but when it comes down to it, when it starts growing in your own environment, executives starts asking questions, "Why hasn't it been doing this?" It's like, "We don't know how to get that matured within our own environment." It really comes down to I think they can improve upon. They are doing that here with the networking, but for as themselves, have their own best practices to a certain degree.

      What do I think about the stability of the solution?

      To a degree, yes it's stable, but mostly it's due to data center issues on their side, or it's come down to network issues on our side. Since it's external, it's not internal, you're looking at having to deal with Internet weather, or data center hosted environments, or our instance had the issues, which is pretty rare.

      It's been a long time. It's been a very long time. I think mostly they had a roll back of, not a build or an update. It was some type of data change, but I don't recall the details as it was several years ago.

      What do I think about the scalability of the solution?

      I wouldn't know because I don't actually handle any of that aspect. Again, I'm still pretty new to actually having my hand in helping with ServiceNow. I don't have any of the hands-on experience. I'm more of a user at this point than an administrator of certain degrees.

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

      I've used many other types of applications such as HEAT, or Remedy, any of those guys and a couple others that I can't remember the name of. They're all customizable to a point. Obviously, not many of those previous ones actually had a full ITIL buildout, or full offering as ServiceNow does. From my point of view and my aspect, I'm more concerned about user experience, and more concerned about backend experience as an IT professional coming in and trying to fix issues, and track said issues. ServiceNow has a much bigger offering in the sense that you've got new changes. You've got your problem ticket findings. You've got tracking for CIs, and the CMDB database, and sitting on the backend trying to provide all that data for those tickets, and whatnot, throughout the company. It makes it a lot easier. It's definitely a one-stop shop for being able to actually come in and help your users, but also help your full infrastructure, your backend.

      How was the initial setup?

      From what I've heard, and all I can go off of is hearsay, it was pretty easy comparatively. I don't know what they were using before for any ticket tracking system, but that's initially what they jumped into was ticket tracking. We needed something to be able to support our IT infrastructure and our service desk. They also wanted to be able to track changes, and do that. It was just like, "Okay, we'll start with this, and start growing more and more." It turned into quite a bit more. We have definitely stepped up using a lot more of the offerings that ServiceNow has, mostly because we have to, to some degree, to be able to make things a lot more efficient. It's worked for us from what I can tell.

      You want to sit there and plan. You probably don't want to turn everything on right from the get go either, because then you're just going to overload yourself. The same goes with any type of a larger offering that has hooks into other aspects of your infrastructure. If you turn everything on, you're just going to get overwhelmed, and not actually have proper resources to be able to handle those. It's always start turning things on, start figuring out what the workflow is, and go from there.

      What other advice do I have?

      Make sure you flesh out what you're doing. Honestly, I see all the pitfalls are the ones where you'll have a misunderstanding, or make a bad choice in configuration. If you believe that the offering is going to work for you, then you need to make sure you reach out to people who are going through similar situations, or rather it's three years in advance in your same situation. Find another partner company that has already gone through the preliminary, but not too far in the future because then you just look and say, "Wow. They completed so much. How are we ever going to get there?" A year or two, maybe three, and talk with them, figure out what their pitfalls were, a similar type company hopefully.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      ITCS user
      IT Consultant - SNOW at a energy/utilities company with 10,001+ employees
      Vendor
      It's helped to automate repetitive tasks, but the UI can be busy and complicated for non-IT users.

      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

      For how long have I used the solution?

      I've used it for five years.

      What was my experience with deployment of the solution?

      No issues encountered.

      What do I think about the stability of the solution?

      No issues encountered.

      What do I think about the scalability of the solution?

      No issues encountered.

      How are customer service and technical support?

      Customer Service:

      8/10

      Technical Support:

      8/10

      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.

      How was the initial setup?

      A bit of both. It involved more customizations/work than we initially assumed.

      What about the implementation team?

      Both. Have a dedicated resource(s) from in house that works with the vendor in developing and setting ServiceNow Modules/Applications. It's very important to use an experienced vendor team that has dealt with complexities in implementing a ServiceNow environment. You should also have clear functional requirements/functional specifications from the beginning before any ServiceNow development is done.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user377775
      Technical Service Technician at a tech vendor with 10,001+ employees
      MSP
      We're now able to use emails in the Request Fulfillment process, instead of assigning roles to an account.

      What is most valuable?

      For me, the most valuable feature is the flexibility it allows in customization. We're able to set it with the parameters we need for our specific business use cases.

      How has it helped my organization?

      We're now able to use emails in the Request Fulfillment process, instead of assigning roles to an account.

      What needs improvement?

      The setup wasn't as straightforward or easy as it should have been. While it wasn't difficult or complex, there was some planning and work involved.

      What was my experience with deployment of the solution?

      There were no issues with the deployment.

      What do I think about the stability of the solution?

      There were no issues with the stability.

      What do I think about the scalability of the solution?

      There were no issues with the scalability.

      How are customer service and technical support?

      Customer Service:

      I'd rate their customer service an 8 out of 10.

      Technical Support:

      I'd rate their technical support an 8 out of 10.

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

      I am also working with CA SDM and in the process of comparing the pros and cons of each.

      How was the initial setup?

      The initial setup was of medium difficulty. Though it wasn't the most difficult setup, it could have been easier.

      What about the implementation team?

      I didn't participate in the implementation as it was done by a vendor.

      What other advice do I have?

      Based on my experiences so far, I'd recommend it.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user379710
      Lead Engineer with 501-1,000 employees
      MSP
      The core applications are what our business uses day-to-day, including incident, change, problem, service catalogue and knowledge.

      Valuable Features

      The core applications are what our business uses day-to-day, including incident, change, problem, service catalogue and knowledge. However, I think the real value comes in when you start using CMDB, discovery, asset management and orchestration. Also, the fact that you can build custom apps and there are additional apps for HR, Facilities, etc. is also what makes this tool great.

      Improvements to My Organization

      It has given us a single source of record across all departments. Also, it has allowed us to automate many processes along with enforcing processes by making them workflow driven.

      Room for Improvement

      My only thought is while it is great they are expanding into many different areas of business, don’t forget about the core of this product and why it was originally built. UI and feature enhancements to records like incidents would be great.

      Use of Solution

      I have been working with the release from June 2011 – Geneva.

      Deployment Issues

      There have been no issues with the deployment.

      Stability Issues

      There have been no issues with the stability.

      Scalability Issues

      With scalability, we have grown quite significantly in the last two years and the performance of our instance has really taken a hit. However, ServiceNow support has been great and we are currently in the process of moving to a new data center and on to faster hardware to improve this issue.

      Customer Service and Technical Support

      This can be very hit and miss, there are some individuals who are fantastic and a lot of help and then there are others that are not so much. My biggest struggle is with them just not reading my updates and asking the same questions just to put the ball back in your court even though it is likely you already provided them the information. I will say it has gotten a lot better over the years.

      Initial Setup

      If you aren't very familiar with ServiceNow, I would recommend bringing in a vendor for deployment. They will help you understand the tool and make sure you aren’t boxing yourself in with the way things are built out. The OOB processes ServiceNow offers are all based on ITIL standards so theoretically there aren't a lot of customizations you should need to make up front.

      Implementation Team

      I have worked for a company who used a vendor and did it themselves and now I do it for customers. My biggest piece of advice is don’t just try to make ServiceNow do what your old tool did. Take advantage of the power behind this tool!

      ROI

      This isn’t the cheapest solution out there, but is definitely worth it if implemented and used correctly.

      Other Solutions Considered

      I haven’t necessarily used or evaluated other systems, but I have done work with integrating to other solutions and converting users from other solutions to ServiceNow. I will say ServiceNow makes most of these tools like TrackIt or OmniTracker as a few examples look like they are about 20 years behind the game. The biggest struggle is trying to get users to look at ServiceNow and use the tool to really improve their processes instead of just trying to copy the process you used in their old system.

      Other Advice

      There are a ton of features and capabilities that can be used to automate processes within your organization and have a single source of data and this is an exceptional tool for that. There is always room for improvement and as they try to expand into different markets ,I do think some of the older applications get left behind and aren’t maintained as they should be.

      ServiceNow is a great tool and I would highly recommend it. It will give you powerful automation capabilities and can significantly decrease time users have to spend researching and working tickets not matter what department it is.

      Disclosure: My company has a business relationship with this vendor other than being a customer: We are a ServiceNow Partner.
      ITCS user
      Senior Consultant at a tech services company with 501-1,000 employees
      Consultant
      You can quickly automate delivery of services or goods to the end-user.

      What is most valuable?

      • Workflows
      • Automation
      • Integrations

      How has it helped my organization?

      I would say one of the best things on ServiceNow platform is the way how you can quickly automate delivery of services or goods to the end-user.

      What needs improvement?

      Reporting capabilities could use some improvement.

      For how long have I used the solution?

      I've used it for four years.

      What do I think about the stability of the solution?

      It strongly depends on customer awareness of ServiceNow best practices. In some cases stability is an issue.

      What do I think about the scalability of the solution?

      It strongly depends on customer awareness of ServiceNow best practices. In some cases scalability is an issue.

      How are customer service and technical support?

      Depends how big account the customer is for ServiceNow.

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

      I have a few experiences with HPSD. Thick client instead of web application says everything.

      How was the initial setup?

      ServiceNow comes with a lot of functionality included as baseline implementation. For example, all main ITIL processes are implemented, as well the fact that it is a cloud solution gives you the whole functional system at the beginning.

      What about the implementation team?

      I am part of vendor team or advising clients in solution architecture area.

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

      The license model is based on a number of fulfillers (active users who play some role within ServiceNow functionality). Therefore, you can serve as many end-users as you want without additional costs.

      What other advice do I have?

      A strong architect is needed. You should follow best practices and challenge customers. So don’t implement everything right at the moment when you receive requirements.

      Find a strong partner with experience of other customers of the same size and nature. Find a parter that will create, together with you, a strategy that will guide you during preparation, all phases of development, and operational times.

      Disclosure: My company has a business relationship with this vendor other than being a customer: We as a preferred solutions partner of ServiceNow directly cooperating with ServiceNow Professional Services on project for customers.
      it_user358344
      Solution Consultant with 51-200 employees
      Vendor
      Stability is a complete non-issue as it's all cloud-based and I've never experienced down-time.

      What is most valuable?

      I’m a developer, so I wouldn’t classify the product as valuable to me, per se. However, through the eyes of a client I can tell you that ServiceNow is highly customizable, so when anybody asks, “Can it do this?”, the answer is usually, "Yes, yes it can."

      How has it helped my organization?

      The whole platform has improved our organization, but that is the beauty of ServiceNow. It provides a solid starting point to manage your IT operations, but not just IT operations, but almost anything your organization needs.

      For how long have I used the solution?

      I've used it for three years.

      What was my experience with deployment of the solution?

      It is usually user error rather than system error, and even on the largest deployment that I took part in, that was muddled by an inexperienced admin. I was able to back out and fix within a two hour span of time.

      What do I think about the stability of the solution?

      Stability is a complete non-issue. It is all cloud based and I have never experienced down time with ServiceNow.

      What do I think about the scalability of the solution?

      I really don’t think there is anything out there that even compares.

      How are customer service and technical support?

      This really depends on what the issue is. When you start venturing outside of the base system functionality, they will not support it. You essentially become the owner when you start modifying the base functionality.

      That being said, the base functionality really doesn’t need to be modified. When customizing this product to suit your companies/organizations needs, developing solutions that lie within the base functionality are nearly always attainable.

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

      I have used Cherwell, and while it works fine, it leaves a lot to be desired as far as user experience. I may be jaded because of ServiceNow, but managing data in Cherwell is nowhere near the capability of ServiceNow.

      How was the initial setup?

      When an instance is spun up, it’s ready to use. In that case, setup is very simple, but no organization wants to keep the out-of-box-setup though. Why would you buy something so highly customizable and not customize it?

      If you keep your customizations light, setup is not difficult for someone with a modicum of experience. If an organization goes all out and wants heavy customization, then setup can become extremely complex.

      What about the implementation team?

      I work for a vendor, and typically the level of experience of in-house administrators/developers is rather low. We tend to incorporate them into what we are doing so as to raise their experience level, which allows them to support any solutions we implement.

      Costs for consultants/developers, as I’m sure some of you know, can be pretty high. It’s not because ServiceNow is hard to configure, it’s because it’s so big that developers with an intimate knowledge of how the system functions and knowledge of the nuances are in short supply.

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

      It is pricey, and for good reason. As far as licensing, I have one word: haggle. I have had clients pay full price for licenses and I have had clients who get lower prices for licenses or a certain amount of free licenses.

      Also, for organizations that have busy seasons where additional licenses are needed for a few months, I have heard of those being comped so long as the number of licenses needed is within reason.

      What other advice do I have?

      You should go play with it and learn how it works. You can get free personal developer/demo instance spun up at developer.service-now.com.

      When it comes to the time to get your requirements ready you will be miles ahead and save money rather than blindly coming up with requirements, having a solution implemented, and then finding out you want to change 10% - 30% of what you originally thought you wanted.

      Out-of-box end-user portal (this is highly customizable, and I’ve seen some pretty slick interfaces):

      Fulfiller home screen:

      Some of the base applications and list view of records:

      Just an example of a custom application, I commission a fantasy
      football league, and I built myself an application that utilizes web services
      to pull in external data to help me manage my league as well as provide
      statistics to help me set my lineup every week:

      Disclosure: My company has a business relationship with this vendor other than being a customer: The company that I work for is a partner, although one of the smaller ones, which is a weird relationship seeing as we are often in competition with them to land contracts for some of the larger clients.
      ITCS user
      Senior Analyst of eCommerce Systems at a tech services company with 1,001-5,000 employees
      Consultant
      As we had a terrible system before ServiceNow, we did not have any kind of KPIs. Now we have all the processes integrated between each other and with some good KPIs.

      Valuable Features

      As a technical specialist, the features that are most valuable to me are:

      • Facility for doing customizations
      • Very quick time to business
      • Good support
      • Availability time
      • Some nice development tools
      • Facilities for building integration

      Improvements to My Organization

      At the moment, we have implemented Incident, Problem, Change, Catalog and a bit of Asset Management. As we had a terrible system before ServiceNow, we did not have any kind of KPIs. Now we have all the processes integrated between each other and with some good KPIs.

      The number of improvements is big, but we are still doing changes on the platform so we can get even more. At this point, we have already done almost 1000 stories (each story represents a change) with improvements.

      Room for Improvement

      They improved, a bit, the Reporting part of the product, but for sure it could be improved a lot more. I think they also should re-think the way they license the tool because it’s too expensive to automate all of your business, but you’ll need lots of licenses. If they did this, it would be an awesome tool. People go for doing some dirty integrations (with JIRA for example) just to reduce the number of licenses needed in ServiceNow.

      Use of Solution

      I worked for a ServiceNow partner for some years before being a client. As a client, I have used the solution for one-and-a-half years.

      Deployment Issues

      No issues encountered.

      Stability Issues

      No issues encountered.

      Scalability Issues

      No issues encountered.

      Customer Service and Technical Support

      I really like it. They answer quite fast and provide good solutions.

      Initial Setup

      It was straightforward because we had a clear idea of what processes we were implementing and how they would be (Workflow). The complex part of it is basically map your processes; implementing the tool is the easy part.

      Implementation Team

      At my current company, we did it with ServiceNow and in-house (me). But I worked at a ServiceNow Partner before, and I would strongly recommend a vendor implementation unless you already have some experts in-house.

      Other Solutions Considered

      We did an extensive evaluation to choose this product. It’s confidential and I cannot give details of it.

      Other Advice

      As a technical specialist, I can see that the product is really good and has lots of enhancements with each version. It’s a really good (but expensive) product. As it’s very easy to customize, it’s also easy to break it. I would recommend just to have a really good specialist (who knows some of the business as well) and it should be pretty straightforward to succeed.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      ITCS user
      Lead Software Engineer at a tech vendor with 10,001+ employees
      Vendor
      It comes as a set of pre-built ITIL processes as well as a platform to build a variety of custom business applications.

      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…

      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 technical support. There are times when I feel that a person working on a ticket is able to only direct me to the relevant WIKI articles (which I've usually read already before deciding to contact support).

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user344811
      ServiceNow Developer / Systems Administrator at a energy/utilities company with 1,001-5,000 employees
      Vendor
      It really helped us streamline and automate some functions that were lost in our recent reduction of staff and restructuring, although ​implementation is a little overwhelming without a good partner.

      Valuable Features

      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.

      Improvements to 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 some of the functions that were lost.

      Room for 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 around the product and create custom applications for their own company instead of paying ServiceNow to do it.

      Also update all their training materials, make some guidebooks and videos, etc.

      Use of Solution

      We've been using it for almost three years.

      Deployment Issues

      Implementation is always a little rough, but once you have everything up and running the only thing you really have to worry about are the ways in which you modify things so there won’t be any conflicts during future version updates.

      Customer Service and Technical Support

      They are very quick in responding and troubleshooting. They're great at pinpointing the actual root cause of something, but often the solution is “…our developers are working on fixing this in future versions six-12 months from now."

      Initial Setup

      It was pretty intense, but luckily our implementation package included getting two of us trained and ITIL Foundation certified which really got us on the same page.

      Implementation Team

      We had ServiceNow’s in-house team for “Quick-Start Implementation”, but it was very basic, and the custom things we asked him to do from scratch were not engineered very thoroughly or using best coding practices.

      So, I would make sure to have a formally-trained team, and the easiest way to find those are by going to a vendor like Fruition or Cloud Sherpas (now Accenture).

      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 Users' in your custom apps.

      Other Advice

      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.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user346971
      Senior Tools Engineer at a computer software company with 1,001-5,000 employees
      Vendor
      We're able to provide Process as a Service, but the usability and user experience is a really big issue and needs to be improved.

      What is most valuable?

      Its integrated process data-model is a feature that's valuable for us.

      How has it helped my organization?

      It's provided a platform to provide Process as a Service.

      What needs improvement?

      The usability and user experience is a really big issue and needs to be improved.

      For how long have I used the solution?

      We've used it for five years.

      What was my experience with deployment of the solution?

      We encountered no issues with deployment.

      What do I think about the stability of the solution?

      We encountered no issues with stability.

      What do I think about the scalability of the solution?

      We encountered no issues with scalability.

      How are customer service and technical support?

      In our experience with technical support, we found that first-level…

      What is most valuable?

      Its integrated process data-model is a feature that's valuable for us.

      How has it helped my organization?

      It's provided a platform to provide Process as a Service.

      What needs improvement?

      The usability and user experience is a really big issue and needs to be improved.

      For how long have I used the solution?

      We've used it for five years.

      What was my experience with deployment of the solution?

      We encountered no issues with deployment.

      What do I think about the stability of the solution?

      We encountered no issues with stability.

      What do I think about the scalability of the solution?

      We encountered no issues with scalability.

      How are customer service and technical support?

      In our experience with technical support, we found that first-level support is pretty mediocre and second-level support is just adequate.

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

      I used a custom solution in the past, but switched to ServiceNow.

      How was the initial setup?

      The initial setup was straightforward. The only complexity was in the business requirements given by those trying to customize it to do something outside of the native configuration.

      What about the implementation team?

      We used a mixed team of in-house and vendor.

      Vendors tend to do what the customer wants, which is the wrong approach. Always start out understanding the native function of the tool, then you adapt your process to fit the tool, not the way around.

      What was our ROI?

      We are still waiting for ROI to be realized, and are unsure yet of the value due to adoption issues.

      What other advice do I have?

      You should focus on the adoption more than configuration.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user323610
      Infrastructure Support Engineer with 5,001-10,000 employees
      Vendor
      We're able to see the most common issues and then automate them, reducing the number of helpdesk calls. However, the pricing model for add-on products could be improved.

      What is most valuable?

      One of the biggest features is its flexibility. It has out of the box functionality (incident, problem, change, etc.) that can be tailored to fit your organization.

      How has it helped my organization?

      With this tool we have been able to see what some of the most common issues are and then automate them. This helps out the help desk by reducing the number of calls they are getting. We are also using Discovery with our CMDB to help us manage our assets. We also utilize our CMDB for our Incident and Change process with the relationships that we have configured between them.

      What needs improvement?

      The biggest issue that I see is the way that they license some of their add-on products. We spend a lot of money, so they should have a better pricing model for customers that want to take advantage of some of the new offerings.

      For how long have I used the solution?

      I have used the product for about five years in different capacities including as Tech Support at ServiceNow, a Solution Consultant for a ServiceNow Partner, and Administrator as a customer.

      What was my experience with deployment of the solution?

      There were no issues with the deployment, but some were encountered during upgrades.

      What do I think about the stability of the solution?

      No, their support staff helps out by monitoring the instance and recommending action. We have some slowness from time to time but it usually due to issues on our ent.

      What do I think about the scalability of the solution?

      We have not encountered any issues with scalability.

      How are customer service and technical support?

      Customer Service:

      7-8/10. They have a difficult task, since they have to handle a wide variety of calls coming in to them. But, they work together with their team and development to help get a response to your question or issue.

      Technical Support:

      This I would group with Customer Service.

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

      It was implemented prior to me joining the company.

      How was the initial setup?

      I was a consultant previously, so the initial setup is pretty straightforward, plus you have an implementation partner there to help you take your business requirements and configure it in the system

      What about the implementation team?

      They started out with a partner, but they were not happy with the service. So they let them go and implemented it on their own.

      What other advice do I have?

      When you purchase the tool, do not try to make it behave or look like your current system. Remember, you purchased this product for it’s ability and you should take full advantage of that.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      it_user261978
      CareWorks Tech at a tech services company with 501-1,000 employees
      Consultant
      The submission and approval parts do not require licenses, but the configuration capabilities of the end-user facing portal needs work.

      What is most valuable?

      The flexibility of the product in regards to configuring and customizing it to meet the company needs within a few clicks.

      How has it helped my organization?

      The ability to quickly customize and configure integrations for a centralized source of information has improved automation capability and overall SLA improvement.

      What needs improvement?

      The configuration capabilities of the end-user facing portal, although this issue is due to be addressed in the next release.

      For how long have I used the solution?

      I've used it for four years.

      What was my experience with deployment of the solution?

      No issues encountered.

      What do I think about the stability of the solution?

      No issues encountered.

      What do I think about the scalability of the solution?

      No issues encountered.

      How are customer service and technical support?

      Customer Service:

      8/10 - the vendor used to be really good, but with the massive growth of product use it’s deteriorated.

      Technical Support:

      4/10 - the vendor used to be really good, but with the massive growth of product use it’s deteriorated.

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

      We previously used BMC Magic, Remedy, and CA ServiceDesk, but their lack of flexibility moved us to ServiceNow

      How was the initial setup?

      It was very straightforward.

      What about the implementation team?

      We utilized a ServiceNow partner, and we they were fantastic overall.

      What was our ROI?

      It's positive but I don't have anything specific.

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

      It’s higher than most, but the licensing is $X/User/Month, so try to limit the users working tickets. The submission & approval parts do not require licenses.

      What other advice do I have?

      Ensure you have basic processes in place instead of having the tool guide your process. Within ServiceNow, the saying is “The good and bad side of ServiceNow is that you can do anything.” So while you can customize everything, I recommend streamlining as much as possible.

      Disclosure: My company has a business relationship with this vendor other than being a customer: We are currently a ServiceNow Partner
      it_user702
      Director of Infrastructure at a media company with 501-1,000 employees
      Vendor
      Highly customizable which is a mixed blessing

      Valuable Features:

      The Service Now product is very configurable to meet your business process, which is very important. The web interface is clean and fast and the product works on iPad and smartphone devices. Changes are easy to make and update throughout the environments. The visual workflow editor is simply amazing - we were able to create an online purchase process in less than 12 hours. The Service Now product development is very active with major updates a couple of times a year. The Service Now community is extremely committed to the product as evidenced by postings on discussion groups as well as attendance at the Knowledge conferences. If you can afford it, this is the premium Service Management suite out there.

      Room for Improvement:

      I mentioned that the tool is very customizable, which is both good and bad. You can make the tool do anything, which may not always be a good thing. There is a mix of old and new technology in the tool that you will run into at times.
      Disclosure: I am a real user, and this review is based on my own experience and opinions.