SPM and ITSM features are the most helpful.

View full review »

I find the incident management part to be the most valuable. That's how the service desk tracks tickets.

View full review »

ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform. 

Subsequently, we integrated HR, cybersecurity, and other teams into the workflow for employee onboarding and offboarding. The system proved particularly beneficial for managing employee movements between projects and departments. 

In incident and problem management, we find ServiceNow's ISO compliance features to be highly valuable. The system manages the entire process, ensuring compliance with ITSM standards, and providing a complete audit trail that is useful for auditors and certifying authorities. Another significant benefit is the integration capabilities of ServiceNow's IT workflows.

ServiceNow's ease of use allowed us to establish numerous shared services. Various critical transactions, as well as routine service requests and queries, were migrated to the shared ServiceNow platform. This transition freed up resources in HR, finance, procurement, and IT administration, enabling our staff to focus on more meaningful tasks.

The tool's ITOM products are useful. 

View full review »

It offers ready-built automation and simpler configuration for workflows.

View full review »

The most valuable features of the solution are the ease of use and the sensor for ticketing systems. In terms of the reports generated out of the metrics, specifically operational metrics, along with the dashboard, are very good in ServiceNow.

View full review »

Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do.

View full review »

The solution has greatly enhanced our organization's ITSM processes. ServiceNow provides quite good insights about what is happening in the organization. I haven't seen any other products with the kind of flexibility and customization you can do with ServiceNow.

Putting some custom scripts into ServiceNow is easier than any other product. ServiceNow has a lot of out-of-the-box connectors. If I want to create a ticket using Microsoft Teams that has an out-of-the-box connector, I can directly integrate ServiceNow with my Microsoft Teams. I can go ahead and create a ticket there, update that ticket, and close it.

The most valuable feature of the solution for our workflows is mostly related to the experience part of it. Not everybody has to log in to ServiceNow to see its status. Most of us often use Microsoft Teams for collaboration. We have chatbots available that we can use to see the status of our ticket, and it gives the response immediately. The support team does the ticket updation in Microsoft Teams itself.

During a crisis or major incident, the team opens up a Teams channel where they can diagnose and resolve the issue and then update the ticket from the Teams' console. Nobody has to log into ServiceNow and keep switching between the multiple windows.

View full review »

ServiceNow is a platform you can use to build an ecosystem. It will help your finances models and can be used for ITSM and ITBM.

View full review »

We use automation, SCMBB, incident management, problem management, change management, VM access management, and more.

View full review »

I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows. 

View full review »

The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting.

It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way.

View full review »

I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs.

It covers all the modules regarding ITSM, IT asset management, and customer service as well. That is, all modules are covered in the same platform.

It is very user friendly, and I've enjoyed using the dashboard and user interface.

Technical support is great, and a lot of documentation is available on Google.

View full review »

ServiceNow offers a range of ITSM, IT incident management, and PRCPs. The entire platform makes it an excellent product for users. Its capability to manage end-to-end ITSM is necessary because no other competitor is offering such a comprehensive solution.

View full review »

Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities.

It is a solid solution. It is also easy to get into and use. It is certainly highly scalable. 

View full review »

The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident. Whether it's marked as pending for a vendor or awaiting user information, this status allows us to understand precisely how long a particular request has been waiting and for what purpose.

View full review »

The solution has an innovative technology that keeps on changing. The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics. The solution's automation capabilities save time for our customers by resolving issues quickly and reducing human intervention.

The solution's integration with existing tools is quite straightforward. The way they set up the integration using the low-code/no-code model is very straightforward, and any developer can pick it up easily.

View full review »

The most valuable aspects of ServiceNow are incident and problem management in the workspace. It helps us create meetings within the platform where users can collaborate to resolve issues.

View full review »

This solution has a user friendly environment. ServiceNow offers a wide platform which allows us to explore other technologies and functionalities and provides a 360-degree view. Data in reports and dashboards are easily accessible. I also like the integration hub which is plug and play. You can integrate any tool with ServiceNow.

View full review »

Role-based access is a 'positive'.

ServiceNow has a feature called Orchestration. In that, you can utilize the tool to communicate with applications and systems to issue commands and perform actions. That's a positive, it's something that does exist in the tool. We are in our infancy in utilizing that.

There's a relatively new feature called performance analytics. It's supposed to provide a lot more information. It's got machine learning and some AI built into it. We're our infancy with that. 

For the nuts and bolts running of an IT organization, I can't really say there's anything lacking, feature-wise.

The solution is relatively easy to use.

View full review »

The reason that ServiceNow is as good as it is, and opposed to Remedy, Cherwell, and HP OpenView, is that ServiceNow was the first IT service management platform or enterprise.

ServiceNow was the first true enterprise to service management platform. They were the first to understand that a request is a request and service is service.

ServiceNow goes back internationally a long time ago when they were Fuji. ServiceNow releases are alphabetical. My experience started with Fuji, and they are on the Orlando release now. Even back then, they were able to put any process into ServiceNow, even if it wasn't and IT process, and have it managed through the platform.

View full review »

It proves invaluable in tracking significant incidents within your work environment. It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident. This capability adds substantial value by allowing a comprehensive understanding of the incident resolution process and the associated resource allocation.

View full review »

They have these items called resolver groups that are quite useful, however, it's basically to assign tickets to various teams.

The onboarding of employees is very good.

It's great for handling new hardware requests or new user requests.

They offer standard templates. The more that you customize it, or add additional software requests, the more it becomes usable and powerful. 

The solution is stable.

The scalability is there if you need it.

My understanding is that the pricing is reasonable. 

ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible.

View full review »

The main features of ServiceNow that I use are incident approval management and the ability to link all the information we receive from the finance bureau service. We needed to track the different processes within the IT area and incident documentation. Then we gathered all the information and built a knowledge base. That's the central core functionality that I've been using, and I've seen immense benefits.

View full review »

The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing.

View full review »

I like all of the operations and features that I have seen.

I like that it's running on a unified platform and that there is no data integration.

I can get a real-time view of how our assets are performing.

I also like that with the operations running on a unified platform, I can then get a better picture of ITHealth through the application platform management tool.

I really like what they've done with their common service data model because now I can make a connection between the business process and technology. I can start showing the role some of the technologies are playing and talk about the health of the technology and even connecting it up to the business strategies. You can do that with the APM component.

I like having one platform to get that view.

View full review »

The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs.

If you want to do analysis about a problem or collect information and export the data on a spreadsheet or a BI system is very easy. The data is able to be selected very fast which is very good because, in general, to export or to restore the information with another tool was terrible. You practically needed to go directly to the database and export it from there instead of having the ability in the menu of the application. With ServiceNow, the options are in the menu and you can do all your queries directly and export them in different formats. This saves us a lot of time and makes our work a little easier.

The solution is always updating and you are able to see the road map of what is going to come in the future.

View full review »

The solution is reasonably straightforward to use. The only thing I can say about it is, it presents me with the incidents that I've reported, so that's good. I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense.

The solution is very stable.

View full review »

The solution has an efficient code engine. It helps implement the workflows very well.

View full review »

I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far.

View full review »

One of the benefits of the platform itself is that it's not covering IT service management only. It, for example, has price service management functionality. 

There are lots of modules around IT service management such as IT business management and human resource management (HRC). Bigger clients, enterprises, are often looking for end-to-end business flow automation. Part of those processes, in other cases, are standalone solutions. The ability to implement end-to-end flows, including business ones, is the most important aspect of the solution.

View full review »

The general incident management is very good. On a day-to-day basis, we get incidents and we need to keep records. The incident tickets are being used a lot.

The change management within ServiceNow is great. It's great due to the fact that it keeps track, of everything. Any change requests that touch a particular business or function can be used and distributed amongst whoever's involved in that project. Everyone is informed of what changes are needed or done. I don't need to go and individually create a separate distribution list. It's simple.

The solution offers very good functionality and transparency.

From my perspective, when I create any incidents or even a change request or any projects that I'm dealing with, I could upload as many documents as I want, unless people take the software and they basically structure it to the way they want it. 

It's easy to use. If somebody is in an IT business or even has a basic knowledge of any ticketing system, they could learn it very quickly.

The solution is very stable.

The product scales well.

View full review »

In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do.

View full review »

ServiceNow's Customer Service Management (CSM) Pro & DevOps modules in particular - including ServiceNow's strong interface APIs (to Jira in particular in my case) - have allowed us to:

1. Automate some of the more menial tasks while accounting for our need to develop 

2. Deploy a lot of new features and functionality that get continuously and rapidly introduced by the major vendors via their regular upgrades (e.g. Oracle 4 times per year, Coupa 3 times per year, Workday 2 times per year, etc.).

View full review »

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.

View full review »

Microsoft Teams integration is available. Notifications are present within the virtual agent chatbot, integrated with third-party tools. All the portal features have been enabled, including the virtual agent installation.

View full review »

When we join the task board we can have a main view that we use on the daily standups in the agile world. It is very easy to navigate across and to move histories around. 

It's great to do statuses or to review tasks. We can open them and get some details and updates. 

It is quite flexible as a system and is very visual.

It helps to keep the daily standards to 15 minutes.

View full review »

The solution was bought for ITSM and we have also bought the Pro package, meaning that we have particular AI capabilities, among other features, that are quite useful. 

The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows.

The solution scales well.

We've found the product to be quite stable so far.

View full review »

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.

View full review »

We used ServiceNow for change management, release management, and event management. We were also making use of the solution's CSI. The modules of ServiceNow were all available to you, and you could use them.

View full review »

ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows.

View full review »

It's a straightforward and effective approach that minimizes the need for extensive explanations. It streamlines business processes, enhances efficiency, and fosters collaboration through its comprehensive platform, offering notable advantages in IT service management, automation, and customizable applications.

View full review »

Many features are valuable. It allows us to filter the data, create graphs, and get detailed reports.

View full review »

Overall, I've been satisfied with the product.

I've found the solution to be scalable.

The stability has been good overall. The performance is reliable. 

It's mostly an intuitive product. It's actually easy to understand. 

Technical support is decent. They are helpful when we have issues. 

View full review »

From my point of view, it's the best solution in the market. It's so easy to implement, the ratio of days to implement is the lowest in the market; I can respond to all the needs of my clients. Based on my experience with BMC and EasyVista, ServiceNow is the best solution.

View full review »

ServiceNow is a very powerful tool that can perform a lot of different functions.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

It is user-friendly and simple to use. 

View full review »

The platform (PaaS) is a low-code/no-code platform on a secure Infrastructure as a Service (IaaS - Government Cloud Computing environment (GCC)), with a single data model and a single system of record. Its applications (SaaS) can easily be extended with workflows and other built-in APIs together with the ServiceNow Integration Hub and other applications available on the ServiceNow Store. The platform is very flexible and built to be integrated.  

ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

I have no further information to add to this, however, there is much more information offered by Forester, Gartner, and ServiceNow to augment this input.  

We are a ServiceNow partner, as well as Salesforce and other cloud-based IaaS, SaaS, and PaaS transformative solutions, and have been for over 10 years. Often, we are engaged with our customers for years, helping to build roadmaps that allow them to expand their solutions over time because resources are limited and organizational change management takes time.

View full review »

I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving, the types of incidents that come in.

It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide.

View full review »

I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution.

View full review »

From a service perspective, I think that being able to customize it great. It's a very low-code platform, and it's simple. The user experience is also really good.

View full review »

There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic. There have been advancements in ServiceNow.

It gives you all the APIs out-of-the-box and you can directly write code with them.

View full review »

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.

View full review »

There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities. Additionally, they provide a strong security suite with vulnerability, no-code integration, self-service options, and a virtual assistant. 

View full review »

We have found the service easy to use, although, we have ended up customising a lot of parameters. It is a functional comprehensive featured solution compared to everything else on the market.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

What I believe works well is the chain of tasks that occurs when you follow up after completing a task. The subsequent chain of tasks, I believe, is valuable.

View full review »

The workflow makes things extremely efficient and it improves effectiveness.

The product integrates well with other solutions. 

The stability has been very good so far.

We have found that the product can scale. 

Technical support has been helpful.

View full review »

I've found a lot of pros with ServiceNow. The user interface and the feasibility to modify the GUI are great features.

It is easily configurable and has a good developer society online, available for any issues from the backend.

On the front end, we have good workflow management, ease of work, and ease of business. It helps us to translate the business requirements and technical requirements in an easier manner.

One of the best things is the reporting; I like how you can manage the data and present it.

ServiceNow is also stable and scalable, and has good technical support.

View full review »

We use a ton of the features.

The best feature for me, personally, is Discovery. That one is super useful for us. Discovery is super advantageous. That has brought us a long way forward. That is a big deal for us. It's gotten us away from the manual of walking the floor to trying to find the assets.

The other one that is really big for us is Automatic Workflows. That is a big deal and certainly helps with the streamlining of the process and the interconnectivity with incident management.

The solution is very stable.

The company went out of their way to help us and even helped us save about six months of deployment time.

If you stick to the out-of-the-box solution, it's an easy setup.

You can scale the solution quite well.

Technical support is very helpful and very responsive.

View full review »

I like the workflow functions that are available in ServiceNow and the ability to actually integrate all of the information that you have such as travel tickets or assignment tickets for your team, onto your dashboard, depending on your setup, or if you create a ticket and a dashboard for your team.

When you update them in one place, it will show you updates in other places. 

I like that functionality.

ServiceNow has more capability and the ability to integrate other solutions such as Excel or tables.

You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports.

View full review »

I think the incident management, change management and problem management features are the best. They are very good and I like all three of them. If most of our customers could learn the benefits of these three features, that would be great. 

Another advantage of this solution is that we can get a detailed analysis on each incident; how long it took for resolution, how long it was on the client side, a detailed time base. Detailed reporting is another valuable feature and our customers comment on it too. 

View full review »

The solution is very easy to use.

Now that I've worked with it a little bit, I can find what I need rather quickly.

It was pretty easy to implement the solution.

The solution is quite sizable. There are a lot of features.

It can scale well.

The product is stable.

The solution integrates well with other products.

We've been pretty happy with the level of support they offer their clients.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier.

View full review »

When we can centralize all the contract information, ServiceNow will give us better control over asset management and technical debt.

View full review »

Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports.

View full review »

• Request module
• Orchestration
• The PPM Module is pretty important in our organization

The workflow is something we use on a day-to-day basis. It's pretty handy the way it is in ServiceNow. 

As our ServiceNow implementation focuses on Healthcare domain which is highly regulated , Hence we are unable to follow the full agile way to develop/implement application enhancement or new requirements , Hence we follow a hybrid delivery model where  we have integrated following servicenow modules Demand-Requirement-agile Developement- Test Management -Defect Management- Change Managementto bring our releases/changes in a regular basis , enables us to practice CIP & also helps us in having an end to end tracebility.

Also, in the Service Portal, use of Angular JS gives a very good look & feel & a lot can be done with OOB widgets - By modifying existing widget which is pretty simple, We can leverage a lot on top of it. 

Finally, I also like the architecture for collaborating between business logic and client interaction on our client interfaces.

View full review »

The main feature would be ITSM, as ServiceNow initially started with ITSM software. That is something which is important for all our customers. HR Case Management and Customer Service Management are two of the key areas which clients are also using.

View full review »

The value of features has changed with each release. Initially I was impressed with the automation capability. Now, the look and feel is a valuable benefit for adoption. The most recent addition of SAM Premium is a game changer for many organizations.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

I like the solution very much. The majority of customers use it. It is one of the best, the most apt solution the industry has to offer. It is stable, scalable and easy to use. 

The total ITSM package offers availability, performance and scalability. 

I think the tool has matured sufficiently over the past six years that I do not see room for improvement. It comes with in-built capabilities and it is up to us to use it as we see fit. I would say it meets nearly every use case of ours. 

View full review »

You can scale the solution.

The product has very good stability.

View full review »

It enables us to meet SLAs, track issues across the environment, and report those issues.

View full review »

Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs.

View full review »

In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow. 

View full review »

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.

View full review »

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.

View full review »

ServiceNow is easy to use and has a user-friendly interface. It offers broad workflow functionality, including IT, HR, Accounting, and Legal departments. The users can build new business workflows with low code.

View full review »

I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach.

View full review »

I like that it's always up and running.

View full review »

We consider the integration capabilities of the solution with other tools to be a valuable feature. 

View full review »

ServiceNow Discovery is very valuable. It does, however, come at a steep cost of time and effort to implement it correctly. Do not be fooled into thinking it will "just work." Discovery, within any platform, requires meticulous planning and management to have it work for you. No discover solution is ever the "silver bullet" either, so plan to have more than one discovery engine implemented to cover your enterprise.

View full review »

The most valuable features generally depend on our client's needs, but most often it's some type of basic setup like incident management, request fulfillment, SLAs, problem management, change of management, and knowledge management.

In other cases, it can be something like an ITBM suite. Currently, we are implementing project management and Scaled Agile Framework for one of our customers.

It actually has quite a wide list of modules and processes.

View full review »

The most valuable feature is the flexibility of development for customization.

For example, we are starting now to expand the tool for HR and some other departments. They need applications or processes to improve their tasks. For instance, right now we are discussing, with the Internal Risk team, creation of an application inside ServiceNow so they can open a ticket and follow all the steps according to their process. One of the nice things about ServiceNow is that, if you have your process, you can design the ticket and the form according to your process. That is very useful and can be done quickly.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech-savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile. 

View full review »

The reporting is very good. 

The solution has very good automation tools.

The solution has been extremely stable so far. 

View full review »

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

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

Its service level management and comprehensive service catalog are very beneficial. The solution focuses on utilizing a clear network to document the service request item catalog, allowing for efficient capture of requests and prompt response. This feature improves customer experience by providing a user-friendly platform.

View full review »

The most valuable features are its ease of use and capabilities.

ServiceNow is a pretty versatile product.

It is robust and very user-friendly.

View full review »

The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version.

The features continue to improve. We get new features and we can choose to turn them on or not, but we're always getting them. That is part of the program.

View full review »

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.

View full review »

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.

View full review »

• 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.

View full review »

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.

View full review »

What I found most valuable in ServiceNow is that it's a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being a cloud-hosted platform also means ServiceNow is available 24x7 on any internet-connected device. You can also try the platform for free by grabbing a free developer instance from the ServiceNow website.

Customization, data import and export, and data backup are also features I found most valuable in ServiceNow.

View full review »

Remote access is most valuable.

View full review »

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

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

• 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.

View full review »

Change management is most valuable.

View full review »

I found the reporting capabilities of ServiceNow really valuable.

The service catalog feature is also interesting, particularly because it is highly customizable. You can create anything you want to create. This is one of the good things I like about ServiceNow.

Its integration capabilities is also a valuable feature because you can connect ServiceNow with any other application.

View full review »

The features I found most valuable in this solution are usually also found on other platforms like the Visual Task Boards.

For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. That's one of the perks of ServiceNow. Other perks include the Visual Task Boards and the Virtual Agent. ServiceNow also has the Workflow Engine which works very well and is very intuitive. Some of the development tools give you a lot of freedom in terms of changing processes. That's what we like.

View full review »

Everything about the schema, including the design of ServiceNow, is great. 

It's scalable. That's what attracts me most. 

You can configure it to fit your client's requirements. You can extend your functionalities, and then the workflow.

The stability is very good.

View full review »

The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks. For example, if there is a chain which requires different steps of execution validation or execution steps, those task divisions, as well as the assignment and ownership of the tasks, is something that is really useful in ServiceNow.

View full review »

• Ability to configure a service catalog with defined SLAs.

• Single window for all work requests.
• Ability to bundle various deliverables into a single project work request.

View full review »

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.

View full review »

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.

View full review »

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

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

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."

View full review »

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.

View full review »

The incident management is great.

We have found change management and CMDB to be very useful. 

The knowledge management is quite good.

View full review »

It is very easy to integrate with other legacy systems. It's really easy to replace obligations. Each employee can develop their own workflow. 

With ServiceNow, you can create your own APIs. It's very easy. This was something that I didn't expect from the tool. It's better than I expected. 

It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly.

View full review »

I have found that sorting and grouping functions are particularly useful.

View full review »

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

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

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

View full review »

Oracle and Microsoft license software catalog. 

View full review »

Reporting

Incident

Configuration

Visual Task Boards

Scheduling

Evanios Operations

Easy integration

Customized Dashboard as per user requirement

View full review »

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.

View full review »

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

View full review »

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

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

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

View full review »

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

View full review »

It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product.

View full review »

It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers. That's the most important thing. You don't have to completely restart the system itself as it is cloud-based so you just need to enable the plugin and then you're just ready to roll.

View full review »

Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow.

View full review »

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.

View full review »

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.

View full review »

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.

View full review »

• Workflows
• Automation
• Integrations

View full review »

The flexibility of the product in regards to configuring and customizing it to meet the company needs within a few clicks.

View full review »

There are many expansions available.

View full review »

• Your selected platform, for managing and consolidate ITIL Processes, HR, PPM, CSM, and any new enterprise app you want to build on the platform.
• Set of pre-built ITIL processes as well as a platform that can be used to build a variety of custom business applications.
• The process flexibility - it's very easy to customize and build off of.
• Easy to integrate with third-party applications.
• Customized Dashboard as per user requirement.

View full review »

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.

View full review »

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.

View full review »

The solution helps us to collaborate and it's great that it is knowledge-based. We make knowledge-based, easy-to-find information, and you can use the flows in ServiceNow. Those are the most useful features.

View full review »

We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other.

View full review »

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.

View full review »

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.

View full review »

Its integrated process data-model is a feature that's valuable for us.

View full review »

There is one platform and many solutions. Workflows are well designed and robust. All user screens have the same look and feel, helping to understand the logic of the supported workflows. Integrations to third parties are strong and build on on off the shelve API integrations which makes them quite easy to build. ServiceNow is built on the best practice framework ITIL and helps customers organize their organizations accordingly. Although many trainings need to be completed, this assures a proper knowledge level at the users.

View full review »

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.

View full review »

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.

View full review »

The initial setup can be quite straightforward.

The stability is quite good. It's pretty reliable.

It can scale well if you are managing IT assets.

The solution has good technical support and a strong community that can help solve problems.

View full review »

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

View full review »

I have found the workflows and integration the most valuable in this solution.

View full review »

The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation. 

View full review »

I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer. These all look like features at the configuration level. But in Remedy, there is coding to do, while here it's just a drag-and-drop. I found that very useful. Also, the Client scripts are simpler when you compare with Remedy. 

And finally, the upgrades. The upgrade in Remedy is a project. But here, it is zero downtime for any code changes in an upgrade. 

These are all things which really are advantages ServiceNow.

View full review »

The product is very robust.

The solution offers very good customization. I can make very strong chains and format excellent business rules.

The pricing of the product is quite good. It's not too expensive.

The setup is very easy.

View full review »

ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on. That means we can focus on core functionality rather than having to build all the application scaffolding and platform capabilities by ourselves. That saves us at least 50% on development effort, and because we’ve got a consistent platform framework, we also get a lot of reuse. That makes it easy to consolidate and retire applications built on legacy tools.

For example, Lotus Notes; we can modernize and save costs. In fact, since we started out, we’ve built more than 20 custom ServiceNow apps and our team is still fewer than 10 people, including QA.

View full review »

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

View full review »

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.

View full review »

The Workflow feature is the most valuable.

View full review »

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.

View full review »

The ServiceNow feature I find the most valuable is its cloud-friendliness. You can use it in-between Clouds and the platform.

It's easy and customizable and that is the goal. You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider.

View full review »

I like the ease of use. I also like the flexibility.

View full review »

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

View full review »

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

View full review »

ServiceNow is easy to use.

View full review »

It has more extensive features as compared to the other competitors.

View full review »

The integration and automation are most valuable.

View full review »

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.

View full review »

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.

View full review »

The most valuable feature is that this is a Cloud solution.

The MGM version is easier to use.

View full review »

What I like the most is that it's a common service data model and the fact that everything is available on one platform.

View full review »

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.

View full review »

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. View full review »

What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards.

View full review »

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

View full review »