ServiceNow Reviews

Idan Harel
Consultant
Managing Director at a tech services company with 51-200 employees
Apr 23 2019

What is most valuable?

* Your selected platform, for managing and consolidate ITIL Processes, HR, PPM, CSM, and any new enterprise app you want to build on the platform. * Set of pre-built ITIL processes as well as a… more»

How has it helped my organization?

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

What needs improvement?

It's missing monitoring capabilities.

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

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

If you previously used a different solution, which one did you use and why did you switch?

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

What other advice do I have?

Integrations: ServiceNow is an open platform that come with out of the box integrations API, but if you really want a deep business process integrations of ServiceNow with JIRA, Salesforce… more»
SeanHook
Real User
System Architect at a pharma/biotech company with 1,001-5,000 employees
Dec 12 2018

What is most valuable?

ServiceNow Discovery is very valuable. It does, however, come at a steep cost of time and effort to implement it correctly. Do not be fooled into thinking it will "just… more»

How has it helped my organization?

Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps… more»

What needs improvement?

Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the… more»

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

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

If you previously used a different solution, which one did you use and why did you switch?

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

What other advice do I have?

If you plan on using Discovery, double whatever hours/manpower/money you had planned that it would cost. Do not let sales convince you that any part of the system "just… more»

Which other solutions did I evaluate?

We evaluated Service Cloud and ScienceLogic. ServiceNow really seemed to have the most complete offering.
Real User
Business Lead at a manufacturing company with 10,001+ employees
May 20 2019

What do you think of ServiceNow?

What is our primary use case?

This solution is our help desk system.

What is most valuable?

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

What needs improvement?

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

What do I think about the stability of the solution?

This solution seems stable.

What do I think about the scalability of the solution?

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

How was the initial setup?

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

What about the implementation team?

We implemented the…
Real User
IT Coordinator at a financial services firm with 1,001-5,000 employees
Nov 21 2018

What is most valuable?

The most valuable feature is the flexibility of development for customization. For example, we are starting now to expand the tool for HR and some other departments. They… more»

How has it helped my organization?

First of all, we had several tasks that were performed manually by the service desk and infrastructure teams, but now we have been able to automate those processes and… more»

What needs improvement?

There's one that I would like to see improved to reduce the cost of our ServiceNow, related to the resetting and unblocking of passwords for users who forget their… more»

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

We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is… more»

If you previously used a different solution, which one did you use and why did you switch?

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

What other advice do I have?

It is very good having this tool. Getting it going went much faster than I expected. We did the setup and had it in production in six months. The biggest problem for me… more»

Which other solutions did I evaluate?

We talked with HPE and IBM, but both are on-prem solutions, whereas ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem… more»

ServiceNow Projects

Check out these projects from our community members.
ServiceNow Implementation
ServiceNow Implementation from Scratch We implemented Incident, Change, Problem and Service Catalog from scratch using… more»
Service Asset and Configuration Management Plan (SACM)
Define and plan the role of Configuration Manager and a centralized CMDB for a large Global Fortune 500 IT-Service… more»
Enterprise Service Management
Enterprise Service Management This initiative included a comprehensive solution selection engagement (via RFP and… more»

ServiceNow Questions

Ron G
Founder and business lead with 1-10 employees
Jul 19 2019
We are thinking of purchasing ServiceNow for our business. Beyond the license and service cost of ServiceNow, what is the added cost in professional services, ongoing development, and customizations, etc.?  What is the added cost per dollar ACV? For example, is it 10% on top? 30%?  What % of that… more»
Jeevan ChaukarSince ServiceNow totally varies their rates depending on customer, geography,… more»
Andy NelsonGiving PS % against license subscription costs is not possible without knowing… more»
RahulPriyadarshyUpgrade is seamless and with very less problem if I compare with Other Product… more»
Miriam Tover
Content Specialist
IT Central Station
May 17 2019
One of the most popular comparisons on IT Central Station is BMC Helix vs ServiceNow. People like you are trying to decide which one is best for their company. Can you help them out? What is the biggest difference between BMC Helix (Remedy) and ServiceNow? Which of these two solutions would you… more»
JS4BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched… more»
Ramon Van LeeuwenI agree with above analysis, But both tools fit the profile of a big Lego box, a… more»
RahulPriyadarshyBMC Helix- BMC Applications As Service (ITSM, Discovery, Monitoring) deployable… more»
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