2017-07-25T06:21:00Z

What needs improvement with ServiceNow?

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Please share with the community what you think needs improvement with ServiceNow.

What are its weaknesses? What would you like to see changed in a future version?

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5050 Answers

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Top 5LeaderboardReal User

When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly.

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

In an upcoming release, there should be more administration tools.

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

There aren't any improvements that I could suggest off top of my head, as it's a well-informed well-structured solution. From a business perspective or an individual, IT perspective, there isn't much to change at all. Some companies may find that adding as many documents as they like to an incident makes the solution problematic. Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task. You would have to revert the change, then submit an additional task for a group to act on. I'd like it if we had the ability to, once the task had been approved and created, go in and create an additional task for a particular group to action. That's definitely one thing I would want to make a change to.

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

For starters, the mobile capability is very European-focused and my primary work location is actually the Middle East. ServiceNow doesn't cater to the Middle Eastern market. For this reason, we actually had to develop our own solutions in order to accommodate our customers that need an interface in Arabic. ServiceNow doesn't support that. It doesn't have a language patch for that at all. In addition, having a ServiceNow portal that has to be accessed via a browser on a mobile device is not always ideal for customers. Having a mobile application that specifically caters to those aspects, that provides users with access through the ServiceNow portal, is very important.

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

They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more.

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

When ServiceNow adds new features we have seen a tendency that they are very immature. They may release items too soon. In a company where you need to tweak and adjust, then I think there are so many improvements to be done. If you have advanced questions, technical support often doesn't know the answer.

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

The licensing needs to be divided into tiers in order to attract lower-level users. Right now, the licensing is kind of an all or nothing and so what happens is, is that either somebody has full access or they don't have any access due to the way the licensing works. There is this kind of view for ITIL purposes access that we kind of need, and we don't have access to it. If you think of RACI, it's informed access. You would need a full license to be able to do it. And we just don't. It really caused us a level of visibility loss. Basically, what the licensing offers now is just for doers. There's no viewer role. It really needs a viewer role or an approver role level of licensing without a doer role license having to be issued. If you move away from the out-of-the-box configurations, the initial implementation can get complex and take a while.

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

We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature.

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

The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag.

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

It's not user-friendly by default, but it can be customized to be customer-friendly.

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

It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses as they rely on their development teams. It's a multipurpose tool. If it could be further developed and specialized within the brand, different organizations could more easily implement it.

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

I would like to see more functionality in terms of custom workflows, not impacting the overall platform health.

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

The customization that we are doing for the needs of our organization are difficult to do and could be improved. In the a future release, if they have not done so already, they should include cognitive capabilities features which we are currently lacking.

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

There is inherent complexity with this tool because of the number of things that it can do.

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

Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things.

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

The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking.

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

From a configuration/discovery perspective, how you map your infrastructure and the relationship — that could be improved in a sense to make it simpler. I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great. You just need plenty of experience with the solution, then it becomes much easier to use. Other than that, I can't think of anything else that I would like ServiceNow to include in the next release.

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

The customer service management is the grown product. INow I don't have much skill, but I think that could be an excellent complement for ITSM.

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

It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information.

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

We find it good in general. Obviously, there are areas of improvement for every capability. As they evolve more, if they keep on adding more intelligence into the capabilities, it will improve. The improvement areas are more integration across the landscape and more intelligence for the overall capability of the solution.

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

The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions.

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

All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody can manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use. This is something that is a little different from a traditional way of work in Argentina when you have different applications, and now, in this case, you have it all in one. It's on the same screen with all the models in a toolbar which does impact me. It's a new way of seeing things. In the past, you used to have a lot of publications. Now, in this case, you have the ability to have all in one. It's something new for a lot of people, and it's a change. That means we need to adapt to this change. For some people, it will not be easy.

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

I don't like the UI. Compared to other products that I have been using, it is not as user-friendly.

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

A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time.

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

I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear. For example, I was once trying to import an issue and it required that I submit a screenshot. I kept clicking to try and get through and there were some paper clips in the rear upper corner that I didn't notice and I didn't know were required. That kind of issue bugs me about it. The guidelines are not as easy to use. I think it's a little bit clunky. It's not user-friendly.

2020-11-03T22:44:00Z
author avatar
Top 5LeaderboardReal User

Integration capabilities can improve. ServiceNow has a roadmap, however, native integrations in addition to the citizen-developed scopes would be ideal. The pricing seems confusing, with the integration hub being most confusing. I believe our firewall rule change request form is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't any way for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.

2020-09-23T01:08:00Z
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Top 20Real User

There are no outstanding gaps or deficiencies that I face at the moment for my business or operational needs. That said, I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules). Our AMS business will benefit from further automation of the more mundane tasks as we continue to develop the platform's configurations - including the streamlining / automation of our change control workflow for faster deployment (critical when tackling the very frequent upgrade cadences of Oracle, Workday, Coupa, etc.).

2020-08-12T12:34:00Z
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Real User

I find some features are difficult to use. For example, the creation of service catalog forms. Creating service catalog forms could be made easier. In the next release, I would like to see some of the features and processes made to be simpler to use. For example, creating the service catalog forms, doing the CMDB, and integration with other systems have to be made easier to use.

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

There should be fewer clicks and faster integrations between solutions. Too much information needs to be entered when transferring between solutions. Obvious logic does not always seem to apply when transferring tasks between workflows. Having said this, the availability of these many workflows and solutions on one platform is the strength of ServiceNow. New development of new features is not as flexible as one would expect, global adherence to rules and regelations seem to bog down the development and release process.

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

The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations. For example, if there is an incident which is not acknowledged within a certain period of time, or the resolution of the incident exceeds a certain period of time, it can be escalated to the next levels. That is one of the things you're looking for which is not available with ServiceNow. The second feature I would be looking for is integration with different tools, like Bugzilla, Microsoft Informer, and Jira. Jira has integration, in fact. Teams in different organizations use different tools, so integrating those tools would be really helpful.

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

This is an expensive solution and I think that could be reduced. What I've noticed from talking to some of our clients is that most are not renewing their licenses because it's so expensive. Pricing is one of the main factors customers check when comparing tools and solutions on the market. I think an additional feature that they could include would be a defect management system that ServiceNow doesn't currently have. It would be the best product in the market if they included that. It would make it a one-stop solution. They already have the incident management, problem and change management. Everything is there. So if they include this defect management, then it would definitely be the best in its category. I would recommend Servicenow should include the defect management feature like JIRA.

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

Security needs some improvement. The governance, security incident management, cloud management, and the security module are getting better. Service mapping could be less complicated. The configuration, and running it appropriately, but that's a difficult thing to do overall. It needs to be more cost-effective because it can be pricey. I would love to see ServiceNow create a solid mid-market entry point for it. They tried it in the past and it failed. That was ServiceNow Express.

2020-06-15T07:33:00Z
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Top 20Real User

Transparency in the pricing model needs to be improved.

2019-10-22T20:55:00Z
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Real User

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

2019-05-16T06:50:00Z
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Consultant

Earlier, ServiceNow had the ability where you could build your own UI. The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding, but the standard UI is not that good when compared to Remedy's UI. When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user. These are some of the ways ServiceNow could improve the UI, out-of-the-box.

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

For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration. That is one area for improvement. Apart from that, initially, we struggled with financial forecasting and financial management in the PPM module. That needs improvement along with the IntegrationHub which came out in a recent release. It's still in its initial stages. That could grow into a more solid solution that could be more helpful.

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

There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon.

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

ServiceNow is divided up into a lot of modules, so I'll give an example, instead of going into every single module. For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow. There is a real opportunity to present, in a centralized way, some form of universal work list, to give better ideas around demand and supply of resources, and then help prioritize that work. The only other thing that I'd say about ServiceNow, in general, is commercially related around licensing, and it's a big inhibitor for a lot of our customers, especially those who are innovators on the platform. I've got a couple of really good example clients where they are limited in what they can do with the product. If they were to do what they wanted to do, the licensing that would come about, from a platform runtime licensing perspective, would mean it wouldn't have the same value proposition. An improvement area, to summarize, would be better licensing for when clients are trying to be innovative on the platform.

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

HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module.

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

Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow.

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

There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great. Also, the first time we looked at the Service Portal, it was quite hard to understand its interface. People were looking for things, like the email functionality in Service Portal. That was not available and there were other things in Service Portal that were not up to the mark.

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

Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential. Microsoft has caused some issues recently with its decision to move away from SNMP and WMI in favor of PowerShell management. ServiceNow will need to make changes to move away from these deprecated services and to discover these devices. Discovery engines universally rely upon SNMP to detect, at least at an initial level, what type of device they are talking to. Without SNMP, some other platform will need to advertise the device and its capabilities. Most applications offer API (ideally REST-based) connectivity and ServiceNow should expand upon its use of these connections.

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

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

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

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

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

There's one that I would like to see improved to reduce the cost of our ServiceNow, related to the resetting and unblocking of passwords for users who forget their passwords. We had a conversation about this with ServiceNow. We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need. In conversations with other companies that have a similar profile to ours, they complained about the same thing: "Why should I have to buy a minimum number of password resets, when that amount is much more than I need?" They should have some kind of scaling of the reset package, like zero to 100, 101 to 300, etc. That would be a little bit more useful for us. That package is very expensive. It's more expensive than if I were to have someone in-house who was dedicated to doing those tasks.

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

I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly within ServiceNow, like an instant-messaging type of feature, that would be great. Another nice feature would be a way to easily to assign tickets and incidents to the techs who will be working on them. That could be better. Other than that, the system seems to be working just fine.

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

Some enhancements to the self-service platform would be helpful. That part is still a little barebone. There are some things that they could do better that we have suggested to them. Also, the mobile app is not bad, but it's limited. They are going to be working on that, I'm sure, over the years.

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

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

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

We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition. The Express edition does not allow the option for scripting.

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

It's missing monitoring capabilities.

2017-07-25T06:21:00Z
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