If you get the right person, the technical support is pretty good. 

The tool needs to improve its documentation and the providers need to stay updated with all the offerings. The certification process of service providers should be reviewed as not all of them are up to date with ServiceNow offerings.

The technical support team consistently provides accurate responses to my inquiries, whereas the developer sometimes attempts to evade the support team's answers. In certain scenarios, I've received resolutions directly from the support team while the partner tries to manipulate the situation. I've maintained direct contact with the support team, who are proactive in providing solutions. Even when they don't have an immediate answer, they make an effort to provide guidance through articles, videos, and other resources. I would rate them nine out of ten.

In our company, we have formed an in-house ServiceNow support team to help us.

This solution offers good customer support. If there are any issues, their engineers will guide you on how to solve it.

We always get good support.

I haven't interacted with them.

I have discovered a lot of support and a lot of documentation on Google. So the information is always available.

Sometimes, I have opened a ticket to ask participants in the community, and I have always got an answer from support.

Our delivery team used to interact with ServiceNow, and they used to receive support from them. They are responsive. Most of the time, issues are resolved. They ensure a smooth delivery process and quick response. In certain complicated situations, such as new integrations where ServiceNow is not supported, there is a lot of email exchanges.

I've got a lot of experience with ServiceNow outside of the Project Management module. Focusing just on the Project Management module, my experiences have been very good. ServiceNow, at least for this particular module, has been smart and only tends to let you get on the phone with somebody who really knows the product. There are not that many support calls typically, and they tend to be just the technical staff that are supporting the module. While you can have end-user support, I've not worked with many customers who buy the support for the Project Management module for anybody who is not actively using it as a project manager, and even those project managers usually rely on the core administrator team. They'll tell them what the problem is, and that core team will call support.

When I've been on the calls with support, which I have done on a regular basis over the last couple of years and certainly with this current customer, I've been very pleased with their knowledge. These are highly technical calls, and it is not what I would call typical support. It is definitely the third-tier support that we are calling and getting, and my experience has been extremely good for the Project Management module.

The technical support provided is satisfactory, but there is room for improvement, particularly in the consulting aspect. I would rate it eight out of ten.

The solution's overall technical support is quite good. Sometimes, the technical support team lacks understanding of the issues.

I rate the solution’s technical support seven and a half out of ten.

The technical support services are dependent on integration partners. 

We generally don't need much support. When it's necessary, I can contact the higher support team that deal with implementation and it's easy to connect with them and get a quick response. They are good. 

ServiceNow Technical support needs improvement.

One example - 

Order - (context - business rules) - ServiceNow allows you to have any number of rules with the same order number. 

ServiceNow's official answer to 'how does the database code decide which rule to execute first, when multiple business rules are assigned the same order level?': we have no answer 

(it goes without saying - use unique order levels)

I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good.

I haven't contacted technical support. 

If you are as close to out-of-the-box as you need to be then you won't have any issues at all with ServiceNow.

I personally have never had any issues where I had to raise it directly to ServiceNow. I cannot speak on the topic of support.

The solution has some built-in monitoring capabilities, so we escalate cases as they come. But sometimes the response to our requests is delayed.

Tech support is very knowledgeable. We've used them, and they've been very helpful. If someone is starting with ServiceNow, I would recommend them to spend a fair amount of time with their tech support. However, they do tend to point you towards some of their vendors who provide consulting services, and as with most consulting services, it can be all over the place.

I wasn't on the support team. I am on the architecture team, but as far as technical insights go, and to help make decisions, they have been very good at sharing knowledge. 

I have a couple of connections right now who, as I'm trying to push things out a little bit more, I'm pinging. I am getting help with enterprise ERDs and different things, and they're very responsive to them.

We have 24 hours a day, 7 days a week support. However, I have never needed to use it.

I've never dealt directly with technical support. I can't speak to how helpful or responsive they are.

I've talked a lot with our groups that implement ServiceNow, and I haven't talked to them specifically about what it's like, or what kind of support they get from ServiceNow when they're implementing. However, I would guess that it's reasonably good, as I suspect it would be a pain point for them if people complain more about things when they're not working due to the fact that it wasn't set up right.

We were having a lot of issues. It took nine months to fix all of them. Those were mainly because of customer requirements that were not caught firsthand. There were virtual connections, and there were different bespoke elements that we needed to have. That was the reason we had to resolve some technical issues, but they were within our company. It wasn't outsourced to ServiceNow itself.

I rarely deal with technical support, as, most often at least, I focus our innovation on implementation projects. Support is more active when it's implemented already and rolled out to production. Other personnel from my department handle that, for sure. From my understanding, in terms of the quality of the support,  it's quite typical. Sometimes it could be better and faster. However, if we can imagine the flow of those tickets for the ServiceNow support side, I would imagine it's quite big. Therefore, I'd say that it's acceptable and understandable.

I can't speak to how technical support is in terms of helpfulness. We'll go to our backend developers and they basically deal or interact with them. I haven't had any interaction with the ServiceNow technicians or anybody else from ServiceNow.

The technical support was excellent.

Minimal need for support - from my personal vantage point - and for the few times we have needed support, the turnaround time and quality of support has been good.  No complaints.

Technical support is good.

I've never really needed technical support. I've used ServiceNow to request technical support on other applications. I was just handed over the minimum standards to use it, and then I learned by doing. It was quite easy.

I've been in touch with technical support both directly and indirectly.

Their level of support is about the same as Microsoft. If you ask advances questions, however, it's difficult for them to help. They need to be more knowledgeable about the product itself - especially in regards to advanced features.

I would say that we are not completely satisfied with their level of service.

The solution’s technical support is fine.

They provide good support for their customers.

Technical support has been fine. We are happy with their level of service in general. 

Technical support is the best because they respond quickly. They have good SLAs to respond to our tickets with the correct priorities, it's very well defined. Compared with other suppliers, it's fantastic.

As an end-user, I have not been in contact with technical support.

The product offers excellent support.

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

I haven't contacted them.

I can't evaluate their technical support because I don't get support from ServiceNow myself. I'm responsible for implementing it for our clients, but we don't provide 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.

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

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

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

We have been in contact with customer service and we have no complaints.

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.

I've never had any contact with technical support.

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

The technical support is good. They're responsive, and they keep a tab on whatever issues we are facing. They have a dedicated team that handles them and even a dedicated portal where you can raise tickets and flag them.

Technical support has been great. They are extremely helpful and responsive. We're quite satisfied with the level of service we receive as an organization.

Their technical support was overall helpful. 

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

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

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

We have a local vendor who assists us with technical support. They provide good assistance. 

The solution has fairly good technical support. We're pretty satisfied with their level of service. I'd say they are responsive and knowledgable.

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.

The technical support we have experienced was excellent.

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.

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.

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

It is excellent, in all cases.

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.

I have encountered no issues with the technical support or its response time. I have found its response time to be prompt. 

I've never used technical support in the past. There never was a need to reach out. I can't speak to how helpful or responsive they are, however, as I have no direct experience with them.

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

We have got technical account managers for our account. They are available and responsive. When we go through customary support channels, they are responsive as well. There are no issues.

The technical support team is helpful and responsive.

I have been in contact with technical support and I would rate them an eight out of ten. The support is good but the response time can be improved.

We rarely need the tech support, but if you need help, there is help available.

I have not contacted technical support.

Technical support is responsive. Once a person creates a ticket they get back to him quite quickly. 

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.

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.

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.

Very good. Quick response and very customer friendly.

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.

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.

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.

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

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.

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.

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.

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.

I am satisfied with the customer support and service provided.

I have not had direct experience with technical support, but they have been very helpful for us.

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.

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.

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.

I find the technical support for ServiceNow good. It's rock solid.

We had minimal tech support.

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

I never had to get in touch with their technical support.

Every now and then, we'll face some issues with scripting, pattern, etc. We always go to the HI portal which is the maintenance portal of ServiceNow, and there we ask for support by raising a ticket to ServiceNow directly.

The support is not 100% good, because sometimes we experience delays in their responses, but it's okay. It's not bad. They'll see to it that they resolve the issues, but it may not always be on time.

We haven't had any issues with technical support. We are satisfied with the level of service on offer. 

I don't usually get in touch with support directly because I am not an end user.

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.

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.

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.

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.

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."

Technical support has mostly been good. We have no complaints in terms of the level of service.

I do not have experience with OME support and, therefore, cannot comment on it. The skill-set exists for supplying local support. Locally, inter-office, we have skills. There are those partners who invested in training people. I feel that the technical support has been improving over the years. 

There is first level support that is supposed to be managed by yourself. It is very easy. With the second level support, in some cases we need to talk directly with ServiceNow. They managed the online chat very easily, along with the ticket, the book, the chat, and so on. I would rate their support a nine out of ten.

I rarely engage with technical support. I had a good experience with the one or two tickets that were submitted. They were able to resolve the issues and it was a positive experience.

A nine out of 10.

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.

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.

Excellent (9/10)

Excellent (9/10)

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.

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.

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.

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.

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.

8/10

8/10

I really like it. They answer quite fast and provide good solutions.

They have third parties that have competencies. It is not so easy to interact directly with the vendor because they have outsourced to their service partners and integration partners who know what to do. You also have communities taking your questions, but you mostly rely on the implementation partners. Other vendors have also followed the same approach where they produce the platform, and sub-parties produce the service.

Documentation, I would say is not that good. I would say 80% in terms of the documentation. This is specifically from the IT operation. I cannot comment on the IT service management piece or the other parts of ServiceNow. In terms of the technical support, I would say 95% which is good.

Technical support is an eight out of ten.

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.

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.

Depends how big account the customer is for ServiceNow.

8/10 - the vendor used to be really good, but with the massive growth of product use it’s deteriorated.

4/10 - the vendor used to be really good, but with the massive growth of product use it’s deteriorated.

Quick, friendly, and efficiently responsive customer 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.

Technical support responds very quickly and if there's an emergency, they'll give us a call. 

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.

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.

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.

In our experience with technical support, we found that first-level support is pretty mediocre and second-level support is just adequate.

Their support is not experienced. 

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.

This I would group with Customer Service.

A lot of support comes from other companies that are using ServiceNow. There's a great ServiceNow community that shares ideas and answers ServiceNow questions. If you can't get the question answered by ServiceNow, you will have it answered by the ServiceNow partners or the ServiceNow customers who are part of the ServiceNow community. Support is very, very good as long as you have a wide ecosystem of options; you don't just depend upon the vendor and you also have other clients, partners, and companies that work with ServiceNow that you can reach out to.

The technical support is very responsive.

Their technical support is not so good.

Technical support is okay, however, sometimes it takes time to get help. Our hope is that, in the future, they get even better at assisting their clients.

The technical support is very good.

Very prompt and efficient customer service.

Very good.

Their technical support is good. They also have a very good forum and blog through which we can share experiences with other users.

I have not had to contact technical support while using this platform. 

I have raised a ticket with the ServiceNow technical support.

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

The support of ServiceNow is good.

Their technical support is not bad. I would rate it a four out of five. It can be improved in terms of being able to understand and help with management.

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.

I'd rate their customer service an 8 out of 10.

I'd rate their technical support an 8 out of 10.

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).

For the most part, our experience with technical support has been okay.

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.

I rate technical support as high.

We have not had the need to contact 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.