2017-07-25T06:21:00Z

What advice do you have for others considering ServiceNow?

31

If you were talking to someone whose organization is considering ServiceNow, what would you say?

How would you rate it and why? Any other tips or advice?

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5050 Answers

author avatar
Top 20Real User

I'm just a customer and an end-user. I go in and approve service tickets, however, I am not a hardcore user of that platform. My team sends me a request, I open it up and I review the ticket and I approve it, and then it moves on. I don't follow the workflow or anything like that. Our team uses the most recent version of the solution. I would advise potential new users to make sure that in that user community, end-users are involved in the implementation from beginning to end and make sure that the end-users fully understand the features and capabilities of the tool before it is implemented across an organization. Their involvement is key to a successful implementation and very important. I'd rate the solution at an eight out of ten.

2021-08-11T16:05:25Z
author avatar
Top 5LeaderboardReal User

They have a lot of libraries available online. If you are planning to implement ServiceNow, you should first compare your current system with the online free developer instance from ServiceNow, which has all the features that are present in the licensed versions. I would suggest that you see if the added business is supported in ServiceNow so that when you implement the system, you can raise these special issues with the consultants. You should go ahead and create your own instances and see whether the system is working as expected and whether it suits your requirements. When you're implementing, make sure that you implement everything and don't leave parts for your own team to handle. Get everything done by the vendor in the first go. On a scale from one to ten, I would rate ServiceNow at ten.

2021-07-16T04:35:12Z
author avatar
Top 5LeaderboardReal User

The color scheme we are using is not good because sometimes the background is difficult for me to view. However, this is a company decision and can be changed. We use a SaaS solution because the service has improved performance and maintains the up-to-date security of the application. As a company, we do not need to worry about doing upgrades because everything is looked after by ServiceNow. It is a very good solution and has worked very well for us. I rate ServiceNow a nine out of ten.

2021-06-25T06:03:39Z
author avatar
Top 20Real User

My advice to others is to make sure they understanding what they are going to use ServiceNow for which is important. There are a lot of cheaper solutions that can do many tasks, such as tracking and work management, that might satisfy their needs better. With this solution, as your company scales up, you are going to need more people to support it. It is a very popular platform and requires a lot of configuration and development to make it useful to an organization. Everybody wants to customize the solution to make it fit their business model, which is what it is meant for. Even though they have no-code development tools within the platform, having well-skilled developers in your organization will help you move along smoothly. Having a team that can support the solution is important for success. Unless you have it outsourced, However, you will still have the governance aspect of it to oversee what the roadmap is. I rate ServiceNow a nine out of ten.

2021-06-08T21:13:33Z
author avatar
Top 20Real User

We're just a customer and an end-user. We are using the most recent version of the solution at this time. The product is well-versed, and it's simple to use - which is why I would recommend it. You've just got to know how you're going to organize or structure everything. Whoever's basically managing or deploying the software needs to map it out. They should be able to modify or scale it to the way they want it, however. I'd rate the solution at a nine out of ten. We've been very happy with its capabilities. The flexibility and the ability to modify what you want are great - and, on top of that, it's pretty simple. If you know how to do a simple query, you should be able to pull up anything that you want. That's what I like about this software

2021-06-06T11:22:08Z
author avatar
Top 20Real User

If you're interested in using this solution, contact us, we'll do it for you. Overall, on a scale from one to ten, I would give ServiceNow a rating of nine.

2021-05-19T14:38:04Z
author avatar
Top 20Real User

On the PPM side, I am quite satisfied with what is there. Apart from submitting tickets, I haven't used the ticketing system to its full functionality, so I can't really comment on that. We are quite satisfied with the tool. Its out-of-box reporting is quite balanced. We didn't require much customization when we deployed it. We did some customization, but we tried to stay out of the box as much as possible to make things easier for us. It has been working really great out of the box. If you have no experience in using it and if you are just deploying it, not migrating from another solution, it should be pretty straightforward. With a little bit of training and help from ServiceNow, it should be up and running in a couple of days. If you are doing a large-scale migration, as we did, I would probably recommend using a third-party contractor. I would rate ServiceNow a ten out of ten.

2021-04-23T19:12:40Z
author avatar
Top 20Real User

We are customers and end-users of the solution. I'd recommend this solution to other organizations. I'd rate the solution at a seven out of ten.

2021-04-09T15:42:00Z
author avatar
Top 20Real User

I'm a customer and end-user. We are using the FAAS version of the solution currently. I would advised those companies considering the solution to take advantage of what the programs do rather rather than try to lift and shift. I'd rate the solution at a nine out of ten overall.

2021-04-09T00:08:12Z
author avatar
Top 20Real User

It is a great tool. Most companies in my industry use ServiceNow. I would rate ServiceNow an eight out of ten.

2021-04-06T18:07:56Z
author avatar
Top 20Real User

I would advise having a close relationship with the people who are implementing it and staying on top of it. You should meet every day to address any problems that are encountered. I would rate ServiceNow an eight out of ten.

2021-04-01T17:42:45Z
author avatar
Top 5LeaderboardReal User

Depending on what it's being used for, I would recommend it. I would rate this solution an eight out of ten.

2021-03-01T12:47:02Z
author avatar
Top 10Real User

ServiceNow is a great tool if you know what you're doing. To use it, you have to have some operability and development skills. If you don't have that, ServiceNow won't be easy to use for you. You can do many things with it. For example, you can create IT workflows. It can also be integrated with other products.

2021-02-24T21:35:00Z
author avatar
Top 20Real User

This is a product that I absolutely recommend. My advice is to use as much of the out-of-the-box functionality as possible. I would rate this solution an eight out of ten.

2021-02-03T13:04:39Z
author avatar
Top 20Real User

I would recommend this solution. However, we did not have an easy time customizing the tool to do what we wanted it to. I would suggest if it meets 80% of your needs I would adopt the tool, but if not, I think building a custom tool itself would be the way to go at that point. I did not give the solution a nine because that is too good. I do not think they are at that level. They are the industry leaders, for the automation of workflows. But there is definitely more that could be done. I did not rate the solution a ten because nothing is perfect. I rate ServiceNow an eight out of ten.

2021-01-15T18:08:23Z
author avatar
Top 5LeaderboardReal User

ServiceNow is a very powerful tool and with power comes complexity. It's divided up well, and I have experience updating tickets in it. In my opinion, it can do a lot, although some people think that it should do a lot more. I'm not convinced that it should be the source of truth for everything. Some people promote it as the source of truth, but in networking automation, there are multiple sources of truth. For example, Active Directory is your user source of truth. IPM is your IP source of truth. The ticketing system has access to a lot of things, but does it need to be, and should it be the source of truth for something? I don't think so. I think that it should pull from other places and be a collection of sources of truth. It's not the source of truth for users, it uses users. It's not the source of truth for devices, as devices are managed elsewhere. However, some people try to force it to you be that source of truth. I think that following such advice can lead to trouble. Again, it's a very complex system and you can make it do whatever you want. It's just a matter of getting it to react the way you want it to. I would rate this solution a five out of ten.

2021-01-05T15:07:34Z
author avatar
Top 20Consultant

I would advise others to make sure what is required. I would rate ServiceNow an eight out of ten.

2020-12-24T21:37:08Z
author avatar
Top 20Real User

I would recommend this solution to others who are interested in using it. I would rate ServiceNow a seven out of ten.

2020-12-21T18:00:20Z
author avatar
Top 20Real User

My advice would be to evaluate the license more — seriously look into their licensing options. The way that ServiceNow licenses the product, there is no concurrent user model so you have to pay for each user, and each type of user, that uses the tool. It can be very expensive depending on how you use it. Sometimes you cannot implement other modules because they don't have a budget for that. So make sure you correctly look over the different types of licenses to make sure you understand what to expect. ServiceNow should review and make the solution more flexible for clients who have more users, or users that are not concurring, to know how to share licenses. To have options depending on how the client wants to use them so that everyone can benefit from it — that would be my advice. Overall, on a scale from one to ten, I would give ServiceNow a rating of eight.

2020-12-16T17:58:44Z
author avatar
Top 20Real User

We're both a customer and a reseller. We use the solution in our offices in Paris, Madrid and New York. I'd recommend the solution. It's very easy to implement. The deployment is much easier compared to other solutions. I'd rate the solution at an eight out of ten.

2020-12-12T04:36:13Z
author avatar
Top 10Consultant

I would rate ServiceNow an eight out of ten. It is overall a very good solution as compared to other solutions in the market.

2020-12-03T00:16:23Z
author avatar
Top 20Real User

The major thing is to stay close to out of the box and limit those customizations. This would be the bit that I would share with others. I would rate ServiceNow a seven out of ten.

2020-11-20T23:25:56Z
author avatar
Top 20Real User

I would recommend this solution to others. It is a very good product. It is very stable, and there is no downtime. They also provide good services. I would rate ServiceNow an eight out of ten.

2020-11-16T12:31:58Z
author avatar
Top 5Real User

Before you move forward with this kind of implementation, you need to make a cultural change in the organization to understand that the way you used to work is no longer a valid way to work and you need to work in an integrated way. If you do not adapt your mindset and make a real adoption of new and integrated methods, I would not recommend moving forward with the implementation of these kinds of solutions because it's totally integrated. In the next release, I would like to see more Spanish options available. I would rate ServiceNow a ten out of ten. I remember when was SAP created, it was the number one of the ERPs. ServiceNow will become the new SAP. The evolution of this solution will be constant, will grow continuously, and will be a product that every company would want to have.

2020-11-15T06:14:00Z
author avatar
Top 20Real User

I can recommend ServiceNow to anyone who is interested in using it. I would rate ServiceNow an eight out of ten.

2020-11-11T21:28:15Z
author avatar
Top 20Real User

I assume that we are using the most up to date version of the solution. I would recommend the solution. On a scale from one to ten, overall, I would rate it at an eight.

2020-11-11T13:10:44Z
author avatar
Top 20Real User

This solution is fine, and I would certainly tell others to give it a look. I don't know if there are more features available. It needs a more intuitive interface. They need to make it easier to understand what's required and probably make it a little nicer looking because it looks industrial. I would rate it a seven out of ten.

2020-11-03T22:44:00Z
author avatar
Real User

If I was in a small company with 500 users or less, I would use Jira. If I am in a company with 500 or more users then I would use ServiceNow. For anyone who wants to start using ServiceNow, they need to ensure that they have the funds to finance it. The licenses are not cheap and they need to have a consultant that can help them to customize the functions or the features they need. I would rate this solution an eight out of ten.

2020-07-14T08:15:48Z
author avatar
Top 5Real User

make sure you prepare your processes and workflow before implementation, choices made at the implementation stage are carried over into your actual work. The tool basically support all imaginable workflows, although this requires a high level of knowledge, customisation and coding.

2020-07-13T11:45:00Z
author avatar
Real User

You need to find a tool that suits your needs. For example, the ServiceNow tool has certain advantages but at this point, one of the major things I'm looking for is tracking an escalation based on acknowledging the resolution. Meaning, I'm looking for something which is different compared to ServiceNow. It probably depends on your needs but for certain use cases, it does work very well, and maybe you need to do a deep dive or evaluate it before you buy anything. On a scale of one to ten I would rate ServiceNow a seven.

2020-07-05T15:50:00Z
author avatar
Top 20Real User

I would recommend this solution, it's really an excellent tool in comparison to the current market tools like SCP and a lot of other tools out there. I can rank it as number one. The price is the only factor which is an issue. Because of Covid, companies are thinking about how to reduce licensing costs. I've made a comparison between ServiceNow and other tools, and I'm not satisfied with the others. But licensing costs are so high that we sometimes have to go for other products for our customers. I would rate this solution a nine out of 10. If they would lover the price, I'd rate it a 10 out of 10.

2020-06-15T07:34:07Z
author avatar
MSP

I manage an automation orchestration team. The focus of my team is external, not internal. The company uses ServiceNow. We are one of the largest and older consumers of ServiceNow. The members of my team have ServiceNow practice, infrastructure automation practice, could management platforms, containers practice, and DevOps. Our team is focused on helping other organizations adopt and adapt to ServiceNow. ServiceNow is in the cloud, it's basically remedy in the cloud. ServiceNow doesn't get deployed unless you are a Federal Agency because they have their own data centers. ServiceNow only allows Federal Agencies to have their own instant data Center. Make sure that you are big enough to afford it. If you have a small IT department, then ServiceNow is not for you. The problem is that you won't be able to afford it. You must be a mature enough and a large enough IT organization to start using it. It doesn't just do IT things, it does more than that. Make sure that you configure and not customize. I would rate this solution an eight out of ten.

2020-06-15T07:33:00Z
author avatar
Real User

My overall impression is that this solution is slightly above-average. My advice is to make sure that this product meets your needs before you buy it. I would rate this solution a six out of ten.

2019-05-16T06:50:00Z
author avatar
Top 20Real User

My advice would be not to try to implement it by yourself. You could spend a lot of time without any considerable outcome. We have ten clients right now and some of them have 1,000 users, all together. They have 20 to 50 engineers. Deployment and maintenance on the client's size and their requirements: how quickly they want the implementation done, and on how many people create tickets, etc. The basic team is five to seven people who implement Service Now. For support of the solution, it's a maximum of three to five people. I would rate ServiceNow at about nine out of ten. One of the things to be improved is their transparency in working with partners. Being a partner of ServiceNow, sometimes it's not clear how we should check for new updates; for example, this Scaled Agile Framework, etc. Working with HPE was more transparent for me. I had good communication points to address questions, not on the support level but on a higher level, to get answers to questions quite quickly and informatively. We are a large integrator with more than 20,000 IT engineers. We work with many vendors including HPE, Micro Focus, Oracle, and some dozen other vendors.

2018-11-28T09:05:00Z
author avatar
Real User

You can get the most out of ServiceNow if you align your processes more towards the out-of-the-box solution, and not over-customize it to create a solution. We have 3,000 users hosted on it but not everyone has write-access to the system. There are users who are end users who get Portal access to manage their tasks. Apart from that, there are a few fulfillers who are using the write-access: the support staff, such as the change manager or change coordinator. And then we have admins. In terms of extent of use, currently, we have more than one instance of ServiceNow. We have three different instances for three different areas, and they have their own sets of uses. Maintenance is mostly outsourced to a vendor who provides elemental and entry support. We are keeping more of the architectural and solution-designing work in-house. I would rate ServiceNow at eight out of ten. It could be a ten if we had a more central way of connecting ServiceNow with different systems. They have taken initiative with the IntegrationHub and I'm really looking forward to that. Also, virtual assistance is something that has started, but we have so many requirements regarding intelligent agents being integrated with it. I'm looking forward to that. If ServiceNow rolled those solutions into it, it would enhance our end-user experience and I could probably rate it a ten.

2018-11-28T09:05:00Z
author avatar
Consultant

ServiceNow is a very good tool. The one challenge is that it involves scripting. Many things can be done through configuration and that is a very good part of ServiceNow. If you have some basic scripting knowledge, you can build your own application which can be used at any company or organization. Considering the issues which I mentioned earlier related to the UI and the reference fields, out of ten I would rate ServiceNow an eight. To make it a ten they would have to come up with a better way of implementing UI.

2018-11-28T09:05:00Z
author avatar
Consultant

My advice would be to engage with an implementation partner that has good experience and definitely not to underestimate the organizational-change activities, like training and communication, that are required. ServiceNow shouldn't be treated as purely a technology solution. People, processes, communication, and training need to be factored in when implementing. We've implemented ServiceNow in government organizations with up to 9,000 people, in a couple of scenarios, using it for either IT service management or HR service management, predominantly. The roles of the users varied within the government. In terms of how extensively ServiceNow is used, every client we work with has a roadmap of additional functionality that they would like to use in ServiceNow. To generalize, there are different extents of use but each definitely has a roadmap of continuous improvement and use of more features or modules of the product. I would rate ServiceNow a nine out of ten. Some of the points that I touched on above would make it a perfect ten: more visible and consistent licensing around the cost of licensing; better ability to innovate on the platform without incurring licensing that isn't representative of the innovation that's being created.

2018-11-27T10:00:00Z
author avatar
Real User

The configuration is very simple. I would definitely recommend it from a maintenance perspective and from a scalability perspective. It is a really good tool. You can replace your existing Remedy or HPSM with ServiceNow. Regarding how extensively the solution is being used, it's no longer just an ITSM product. It's a platform, as such. Customers have started moving all their custom applications - in addition to ITSM, their non-ITSM - to the product. They've started building everything on ServiceNow. Slowly, customers are liking the tool and they are very happy to move everything onto ServiceNow. I rate ServiceNow at eight out of ten. For the two missing points, as I mentioned, there are some new modules which need a lot of improvement. The HR Service Management is not very straightforward right now, in terms of the security rules. We have to spend a lot of time implementing the HR module. It is not really simple the way it is with the ITSM modules.

2018-11-25T07:42:00Z
author avatar
Real User

I would recommend looking into all aspects of ticketing tools and I would advise people to use BMC Remedy because of the scalability and the features available. If you are not very technical then I would recommend ServiceNow. Most of the users of ServiceNow in our company are Level 1 and Level 2 engineers, and some of them are problem managers. We have more than 200 people using the tool. I would rate ServiceNow at eight out of ten. The two points off are for some features which are not there in Change Management and in the ITSM software. The rating is as high as it is because of its simplicity and ease of use.

2018-11-21T08:30:00Z
author avatar
Top 20Real User

Back in 2011, BMC Remedy was at a peak and people were focusing on it. But starting in 2014 and 2015, ServiceNow came on and its competitors were watching. It went from about ten to 20 percent of the market to almost 40 percent of the market. I would rate ServiceNow at nine out of ten. It is all about improvement, about getting things from your legacy system to the latest one.

2018-11-21T08:23:00Z
author avatar
PopularReal User

If you plan on using Discovery, double whatever hours/manpower/money you had planned that it would cost. Do not let sales convince you that any part of the system "just works." You will ultimately end up modifying absolutely everything. Definitely look at using a reputable partner for implementation, unless you have a dedicated knowledgeable staff of ServiceNow users who have done it before (and not who just went through training). We have 60 users for ITIL. We have provided limited access to our development and external management users. For maintenance, we have two full-time employees. One is a dedicated ServiceNow developer tasked with customization and managing version upgrades. The other maintains the CMDB and Discovery process. I could see adding one more of each. Deployment was an entire team effort, with different teams championing different modules of the application. At any given time, there were ten to 15 internal employees working on implementation with the assistance of five partner resources. ServiceNow manages and maintains our ITOM/ITIL daily operations. It is a core piece of our environment that will only continue to grow. We have thought about removing the ITOM piece as we have not been able to implement or leverage it as we had initially planned, but we are still working on understanding what other tools we would need to replace the features and functionality. The primary limit we have on increasing usage across our company is the cost to license ITIL users.

2018-11-21T08:23:00Z
author avatar
Consultant

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

2018-11-18T07:31:00Z
author avatar
Consultant

Make sure to look into all the configuration costs and the customization. Be aware that it's web-based. You're probably going to have to put holes in your firewalls and need to do a complete security review. As an end user, I would rate it a seven out of ten. I don't think it's very secure, and it's web-based, and Remedy is really the standard that it's judged against.

2018-11-18T07:31:00Z
author avatar
Real User

It is very good having this tool. Getting it going went much faster than I expected. We did the setup and had it in production in six months. The biggest problem for me was our internal process and not Service Now. For example, convincing people to go to a cloud solution, and getting engagement with the solution from information security, were challenges. If you don't have engagement from information security, the project is going to take longer than you expect. The big change for the company, with this solution, is that you're not going to host your data internally, on-prem. You are going to put all your data in a cloud solution. When we spoke about the solution here, within our company, some people said, "Wow! Are you crazy? You are going to put customer information in a cloud that you don't know?" So there are a lot of questions. ServiceNow has all the answers, but if you don't have engagement from information security, it will take you longer. We have a lot of things we can improve internally, regarding information security, but because we are just starting out, we need our process to mature. I believe ServiceNow can help that a lot. All the features can support us in the future if we expand the tool. We have new models to improve on the automation of our processes in our data center. My only concern is that when we started to talk with ServiceNow, we received very good attention from them but, after we signed the contract, I didn't know who, in ServiceNow, was taking care of my account. The person sent me an email but he had never been here to ask, "What do you need? How is it going? How is your project?" We didn't get any attention from ServiceNow. We had very good negotiations in the beginning, they were very attentive. But after we signed the contract, they changed my account manager and, today, I really don't know who that guy is. I would very much like to have him here to discuss the roadmap of the solution or to see what else I can buy. I would like to negotiate some issues that we have, like password resets. I would talk with ServiceNow but, if they are not going to be close to me, I'm not going to spend time running after them to talk with them. I talk with the suppliers and they are helping me, instead of ServiceNow. I rate ServiceNow at eight out of ten. Why eight and not ten? The relationship with ServiceNow is important for me. I would like to have more engagement from them, to have them here, at my company, so we can talk more strategically. But compared to the other vendors, it gets an eight because it's a cloud solution and I don't have any issues with technical parts or its performance. The tool is very reliable.

2018-11-18T07:31:00Z
author avatar
Real User

Learn anything you need to know direclty from ServiceNow. It's a good product. I can't really knock it. Go ahead and give it a try. As long as it fits your environment, I think it's a fine product. I would rate ServiceNow at seven out of ten. I would like to see a little more automation. It may just be the type of license we have which doesn't give us full automation, but that would be one of the things that I would like in ServiceNow. That would make things easier for both the techs and the end users. In addition, I would like to see a better workflow setup within ServiceNow.

2018-11-18T07:31:00Z
author avatar
User

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

2018-09-28T13:57:00Z
author avatar
Real User

First, decide what your processes need to be. Determine what your environment needs, what's important, what your priorities are, what your process methodology is, and find a platform to fit that. If you are trying to find a platform and you don't go through that exercise first, you're just tying yourself up in knots. If you choose the platform first, then you are going to match your processes to the platform. If you haven't been through a process, an internal system environmental analysis, to see how things work and what you need, you'll never be happy and you'll wind up changing platforms every couple of years or every time your CIO changes. When selecting a vendor the most important criteria for us are that they * are cloud-based * have ongoing development * provide API capability so we can integrate whatever we need. There has to be the ability to write APIs as you need them, so you can hook in whatever you need to connect to it. I would rate ServiceNow at eight out of 10. They're good but they can get better. From what we've seen, they are making improvements, they listen to feedback. They're not sitting still, they continuing to evolve, continuing to develop, add features, add capacity.

2018-08-07T08:19:00Z
author avatar
Real User

The most important thing to have in place is the face of the configuration data. Most important criteria when selecting a vendor: * Scalability * The development model: How are updates made and promoted to production. * Ability to embed user help information directly to the interface.

2018-08-07T08:19:00Z
author avatar
Real User

I would recommend it as a product. Most important criteria when selecting a solution: * Stability * Reputation in the market * Is the product well-known? * How long has the product been offered?

2018-07-12T09:32:00Z
author avatar
Consultant

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

2017-07-25T06:21:00Z
Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: August 2021.
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