Bynet ServiceNow ITSM

The environment previously was for 60,000 users, 30 active users, about 2,000 servers, and it supported a $6 billion business. Today, in this job, I am working for a $15 billion business with 6,000 users, about 1,000 servers.

Some of the best features of ServiceNow  are that you have a single data set and you don't need to re-enter data. You can reuse the data or grow from it, compact it, expand it as you move through different modules. That's the beauty of ServiceNow , and nothing else beats that.

The customization capabilities of ServiceNow have benefited my organization for workflow agility, which is very high if we use every module with ServiceNow. There are circumstances where we can't use every module for every operation we have. If we do use it, we use it with the ITSM , using all of it from CMDB  with change management to incident management to problem management. We didn't use the project management; we used it for a little bit and then pivoted to something else.

I think that nothing needs to be improved with the product; you just need the user to commit and spend appropriate time to overcome that learning curve. Once that is done, the product itself is pretty wonderful. I've seen a very nicely built interface with ServiceNow, and I've also seen the ugliest version that feels outdated. ServiceNow does allow that team to exist. They should modernize their fonts and their layout, the UI friendliness. They did introduce AI, chatbots, and AI on the back end, so that's wonderful and extremely useful if you train it. If you don't train it, it's pretty useless.

Assessing the impact of ServiceNow's automation on service delivery times is complicated. The engineers who operate on ServiceNow find it isn't straightforward because the data set is accessible by everybody. The problem is that understanding how to manage that data set requires an enormous amount of engineering skill set to run the product. I would not hand the key to the customer; I would highly recommend that ServiceNow take control of that. Instead of offering support for the software, they should offer administrative support for the software. They should provide professional service or some kind of support system that allows us to use their product at a faster pace. I'm sure they offer something, but it's often outrageously expensive, or they rely on another company to resell their product and offer professional service. It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.

I have closer to four years of experience with ServiceNow, about three and a half to four years.

If you reach out to ServiceNow for customer service or technical support actively, I would rate them a nine out of 10.

Positive

I still have experience with these products and I am currently using ServiceNow solutions in my work.

I don't have any recent experience with ServiceNow Automation Engine  or Cloud Observability  as I'm not in charge of that. My role today is that I am a prime user for the product, but I'm not in the engineering or support for ServiceNow.

I support the security side of ServiceNow. I deal with Security Operations as I support the security operation. The SOC team has their own leader that drives this, and I'm on the engineering side.

We integrate the ServiceNow Security Operations  solution with the SIR. SIR is Security Incident Response  inside ServiceNow, and it's a module within ServiceNow.

I don't know if ServiceNow is using a cloud provider AWS  or Azure , but whatever ServiceNow is subscribed to is up to them. We don't know what the back end is. ServiceNow guarantees that themselves, so I'm assuming it's AWS  typically.

I do use the incident management capabilities. They have improved IT incident handling because it's always been the best, second to none when it comes to their ITSM  module.

The impact of ServiceNow's self-service portal on IT staff dependency levels has shown a dramatic improvement. Previously, they used a self-made dynamic system, which had no maturity. After adopting ServiceNow, we don't need to rely on another team to create reports. I always think that ServiceNow reporting is more advanced than anything, because the dashboarding is easy to use. To some people, it is not. I felt that if you need anything to manage your team, the ServiceNow dashboard is wonderful, but it does come with a high learning curve.

ServiceNow's AI-driven analytics helps with anticipating challenges by moving information faster. However, there's no clear-cut process, because deploying that technology was so hard, it made it a little bit difficult to deliver. The technology is great, but it requires a lot of knowledge and abilities to work with different parties to get the product to take off. ServiceNow claims to help a lot, but once you sell the product, it's as if you're on your own.

I am familiar with different types of IT asset management products. I don't remember what other products I used that I could compare it to.

On a scale of 1-10, I rate ServiceNow a 10.

I worked for four to six months with ServiceNow , and then I left it and am generally using more GenAI open-source platforms now.

It was just for one or a few projects that I implemented ServiceNow .

I mainly used it for the development of some no-code platform, but it was very limited usage, after which I moved on.

I didn't do any sort of incident management.

I used it for some sort of analytics to help overcome challenges and check what was wrong if something was wrong.

It did help me see some benefits from using it.

In terms of time, it helped me save time.

It would be more than 30% in time savings.

There were less man-hours in terms of automation capabilities. It helped me with faster service delivery times.

It was faster to develop with ServiceNow.

ServiceNow's customization is not too agile in those cases; it takes a little bit of time.

They should integrate open-source LLM tools and make it a further low-code, no-code build with GenAI. I'm not sure if it is there, but if they can make it a no-code, low-code with GenAI, that would be much better.

I worked for four to six months with ServiceNow, and then I left it and am generally using more GenAI open-source platforms now.

It was easy for me to initially set up this tool.

It took approximately a couple of days to set up ServiceNow.

There were no downtimes, and I never had any sort of technical errors or stability falls.

Regarding scalability, I didn't feel that at any point this tool was not scalable enough or that I had to increase my usage.

I didn't need to contact the technical support of ServiceNow.

Neutral

I didn't actually choose ServiceNow over something else on the market because this came recommended heavily by our CTO.

It was easy for me to initially set up this tool.

It took approximately a couple of days to set up ServiceNow.

I am using some of the no-code, low-code platforms which are more GenAI, such as L-Leverage and others when comparing ServiceNow to something else that I'm working with.

I can't remember any noticeable difference in features or performance when comparing those tools to ServiceNow.

ServiceNow was really good back then, but now there are many other tools which are working better if it was my choice.

I already gave feedback about ServiceNow some time back.

It was more Orchestration, but it was two or three years back.

On a scale from one to ten, I rate ServiceNow a six out of ten.

One of the main use cases for ServiceNow  is implementing the complete ITSM  module from scratch, which includes Incident Management  and Change Management, ensuring that the CMDB  is right, coming from Device42  or self-service discovery, and also includes the employee center, which is the end-user interface for ServiceNow .

Device42  is something that we integrated with ServiceNow, and the ServiceNow Discovery  is something that we're currently doing.

One of the most powerful or useful features of ServiceNow is the AI features announced in the Now in Knowledge '25, specifically AIOps  for ITOMS, which implements solutions for the infrastructure teams.

I have definitely seen a positive impact of ServiceNow on our company and customer processes, including time savings and money savings.

I don't have anything on top of my mind regarding improvements that could be made in ServiceNow, but AI features are indeed a step forward.

I have been working with ServiceNow for almost 8 years.

I have no complaints regarding stability, scalability, or deployment issues in ServiceNow; everything is perfect.

I have no complaints regarding stability, scalability, or deployment issues in ServiceNow; everything is perfect.

I have no complaints regarding stability, scalability, or deployment issues in ServiceNow; everything is perfect.

My experience with technical support of ServiceNow is that they are good, but they could be better.

Time to respond from support could definitely be better, as the global support timing sometimes causes delays in interactions.

Positive

I'm comparing the save in man hours, but determining how much it can save is a difficult exercise.

Manually, there are huge numbers that come up because these integrated tools help organizations make the right decisions with all the information in one place, while manual methods lack visibility.

The cost effectiveness of ServiceNow depends upon the organization size, as larger organizations might find more value, and while there are other tools in the market, comparatively, ServiceNow is more advanced and highly effective when it comes to ITSM , although it does come with a price.

The clients that I work with for ServiceNow are typically enterprise level businesses, which includes engineering companies and manufacturing companies.

I would rate the support of ServiceNow an eight on a scale from 1 to 10.

I would rate ServiceNow a 9 on a scale from 1 to 10.

I use ServiceNow  for everything from ticket management to demand and more in my daily work.

As I manage the automation COE team, I've found that getting incident reports and handling demands from different markets is quite useful with ServiceNow . The dashboard helps us track data effectively and see the outcomes, making it very valuable. Although I'm not a heavy user of ServiceNow, I find the delivery for the COE team to be really good compared to previous tools I've experienced.

The features of ServiceNow that I find the most useful include the impressive handling of incident reporting requests, which go into the cab with types, priority types, and the SLA that we can set. The mobile client is also really good, allowing everyone to view demands, requests, and incidents through the mobile app, which has a great UI and user experience.

Overall, apart from not using it extensively in terms of API, as an end user, the demands, requests, service catalog, and incident reporting are much better compared to what we were using earlier.

I haven't thought deeply about improvements for ServiceNow or what might be missing right now.

There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved.

I suggest making the cost more affordable for smaller companies.

I have been working with ServiceNow for about the last three or four years.

I haven't faced any issues with stability; I've rarely seen any downtime.

Downtime is something I've experienced very little.

I haven't faced many problems or challenges with ServiceNow; I haven't seen any downtime, except for scheduled maintenance.

Scaling ServiceNow is easy since it's on cloud, so there are no issues.

I have not contacted ServiceNow support personally, but my team has a dedicated team that reaches out when necessary.

Positive

Earlier we were using Cherwell for IT service management, and now we use ServiceNow.

It's easy to set up ServiceNow; they have guides and everything.

It's a great tool that I've recommended to startups here in Malaysia. It may be expensive for small companies, but for big companies, I think it's good. If there's a lighter version of ServiceNow that could be more affordable for smaller companies, that would be beneficial.

Within my company, I haven't seen AI functionality being used, but there's knowledge sharing happening and it's in process for assessment. We will get those AI capabilities into ServiceNow in the near future, but currently, it's not enabled.

I'm just using ServiceNow as an end user, and I have not utilized API for integration or anything.

The performance and customization areas are quite good; I have no issues there.

I would rate ServiceNow nine out of ten.

I am currently working in a previous organization as a second line support engineer, and while I am working there, I update my regular activities and support details in ServiceNow , so you can ask me regarding that without any problems.

My relationship with ServiceNow  is as a user who creates requests regarding issues such as machines not properly connected to the internet or printers not working, and I have access based on the support profile.

I use ServiceNow to investigate issues, update my findings, and fix the issue directly, or if any on-site intervention is required, I forward it to my next level or escalation. For day-to-day activities, such as rebooting servers, we want to get a change request approved before proceeding after business hours or on holidays, and we keep the ServiceNow ticket in my queue, updating our findings with screenshots and details before closing the tickets.

The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status, which makes ServiceNow the best tool I have ever used.

The integration capabilities of ServiceNow allow us to enhance our existing environment easily, so I rate it as a nine.

The return on investment from ServiceNow may be around 8.5, indicating time-saving benefits or fewer people needed to operate with this solution.

While ServiceNow has many options, the number of options can sometimes be confusing regarding where to click or how things work, as it is based on configuration provided by the administrator.

The initial setup of ServiceNow was easy for me, and I can easily access the knowledge base, pass tickets to another team through internal notes, and each individual will get a personal email when a ticket is placed into their queue, although sometimes the numerous options can be confusing.

My experience of working with ServiceNow is approximately one year.

I rate the stability of ServiceNow as a nine on a scale of one to ten.

I rate the scalability of ServiceNow as an eight on a scale of one to ten.

I might be unsure about how many users are using ServiceNow in my organization, but it could be around 500.

I rate the technical support of ServiceNow as a nine on a scale of one to ten.

Positive

I have experience with other solutions, such as Freshdesk , ServiceNow, Zendesk , ConnectWise, Azure  platform, and Ivanti.

The initial setup of ServiceNow was easy for me.

The return on investment from ServiceNow may be around 8.5, indicating time-saving benefits or fewer people needed to operate with this solution.

Regarding the price of ServiceNow, I am not certain because our management team takes care of all pricing details, but I know it is quite high in the market.

Based on my experience, I would recommend ServiceNow to other people. I give ServiceNow an overall rating of nine out of ten.