We use a ServiceNow for ticketing.

We support multiple use cases across several tracks: the database, middleware, ETL, and Abolition track. As a DevOps team, when we receive requirements from the production team related to production issues like memory or infrastructure upgrades, we initiate the process by raising a ticket, an incident, and a change request.

For example, when we procure new servers, whether physical or managed VMs. We submit a change request for the Go-Live, including business tasks requiring approval from different teams, such as our L3 support and service delivery teams. Once all tasks are approved, the appropriate group of approvers authorizes the change. The change occurs during the weekend, provided it falls within the green zone, which refers to a maintenance window designated by the support team. This will follow the same process for submitting a change request. For certain incidents, we also need to raise a separate incident request. For example, if we need to check the table space in the database, we might have to raise an incident to request access or additional permissions.

ServiceNow is a lightweight utility. You can always customize it, which filters out your data and gives it to you based on the selected filters.

As a team lead, the functionality I use most is reporting, where I pull reports on overdue changes to ensure no SLA breaches. Self-service is another feature. The change management feature is crucial, allowing me to track all changes requested or coordinated by my team. Lastly, incident management is also a key feature I use frequently.

We are not supposed to access outside our network.

I have been using ServiceNow for two years.

The product is stable.

I rate the solution’s stability a nine out of ten.

Even if it's a new user, it's a very easy tool for anyone to get hands-on quickly. It is a very user-friendly user tool.

I rate the solution’s scalability a seven out of ten.

I have used BMC Remedy.

We have to submit a marketplace ticket, and it gets installed automatically. So, it's a very smooth and lightweight process.

Our organization uses a bot that interacts with ServiceNow, which helps us create ticket templates. ServiceNow doesn't have AI integrated into our current setup.

Overall, I rate the solution an eight out of ten.

We are using ServiceNow as a helpdesk.

We are using ServiceNow as a helpdesk. If I have any issues, I just raise a request. It is a very nice tool for communicating with my headquarters team. The solution has a user-friendly interface.

I would like to see a mobile version of ServiceNow.

I have been using ServiceNow for five years.

I rate the solution’s stability ten out of ten.

Approximately 10,000 users use the solution at our headquarters. Apart from that, we have 15 subsidiaries with 2,000 more users. In total, around 12,000 users use ServiceNow.

I rate the solution a nine out of ten for scalability.

I have previously used ManageEngine. ServiceNow is better than ManageEngine in terms of scalability.

The solution is installed on our cloud server. We can access it from anywhere, and it works smoothly. Would recommend ServiceNow to other users.

Overall, I rate the solution ten out of ten.

We use the product as an incident management tool and receive alerts via email. 

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.

The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices.

Our development team has been trying to implement similar functionalities in ServiceNow for the past three to four months, but so far, these features have not been successfully integrated. Splunk even provides a wireless call feature from the mobile. 

I have been using the product for three years. 

The tool is scalable. My company has 80 users. 

We haven't contacted the technical support team yet. 

The solution is expensive. 

If you're starting with ServiceNow, you don't need to worry too much about documentation or complex setups at the beginner level; it's not overly difficult. I'd advise you to start exploring it. Focus on customizing your homepage to suit your needs using ServiceNow's filters. For instance, if your homepage currently displays twenty fields, you can adjust the filters to show only the five to ten fields most important to you.

I rate it a nine out of ten. 

We use ServiceNow for ticketing, integrations, automation, and event management.

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.

The solution's user experience could be improved concerning its UI and portals.

I have been using ServiceNow for more than three years.

We have mostly faced stability issues for the on-premises model. We haven't faced any downtime for the SaaS version.

ServiceNow is a scalable solution. We have different customers using ServiceNow, with more than 100, 500, and 1,000 user bases.

The solution's overall technical support is quite good. Sometimes, the technical support team lacks understanding of the issues.

I rate the solution’s technical support seven and a half out of ten.

Neutral

The solution’s initial setup is very straightforward.

The solution's on-premises deployment depends on the customer's requirement. It depends on how exactly the customers want to set it up in terms of users, what modules they want to integrate, and what integrations they want to have. An out-of-the-box deployment will take a week's time. The solution's SaaS model is already pre-bundled. You just need to switch it on and start working on it. You can start working on the solution's SaaS model in a day.

Our customers are extremely happy with their return on investment with ServiceNow.

ServiceNow's pricing is comparatively higher than Helix's.

ServiceNow is interactive, user-friendly, and easier to set up than Helix. It adds a lot of modules integrated within the tool, and you don't need to have different components installed separately, like Helix.

ServiceNow provides the best practices to streamline our IT service management processes. We have customer processes, and the tool helps to follow the process and reduce the meantime and resolution.

I work with both the on-premises and cloud versions of ServiceNow. The on-premises model requires some resources because we have to maintain the databases and applications. We don't require any resources for the solution's SaaS version.

Maintaining the on-premises model has its own challenges. It's a little bit difficult unless you know how the whole technology works. We don't need to worry about any maintenance for the SaaS version.

Overall, I rate ServiceNow a nine out of ten.

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.

The solution’s pricing is expensive and could be improved.

I have been using ServiceNow for seven years.

I rate the solution a nine out of ten for stability.

More than 1,000 users are using ServiceNow in our organization.

I rate the solution a nine out of ten for scalability.

The solution’s deployment time depends on my customer, but it typically takes around two to three months. A team of four to five people, including architects, developers, project managers, and SMEs, was involved in the solution's deployment process.

ServiceNow is an expensive solution. Users can pay monthly or yearly licensing fees for ServiceNow.

I rate the solution's integration capability a nine out of ten. ServiceNow is deployed on the cloud in our organization.

I would recommend ServiceNow to other users. ServiceNow is the best product for large enterprises looking for a total landscape transformation to get the best out of the system and the best single source of records.

The solution's automation capabilities helped us greatly reduce our team's manual tasks. ServiceNow's reporting analytics tool is quite insightful, and you can do a lot of customization around it. The reports can be sent automatically.

Overall, I rate the solution ten out of ten.

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.

I have a problem with the way the solution's price is calculated.

I have been using ServiceNow for 10 to 13 years.

I rate ServiceNow an eight or nine out of ten for stability.

I would recommend ServiceNow for larger organizations. We used to have an organization with over 10,000 users. In our current organization, up to 3,000 users are using ServiceNow.

The solution’s technical support is fine.

We implemented the solution through an in-house team.

For us, ServiceNow was really good for keeping everything under control. Everything was documented, logged, and on point. The setup of creating things was quite straightforward.

The use and misuse of the CMDB is something important. Since CMDB should be the heart of everything you have, transforming the CMDB into a repository of information is good enough. If you don't use the full management tool, you can have problems. In three months, you will have to review the CMBD again, or you will have to update it once again in six months.

It differs from organization to organization. It will be taken care of in organizations that have clear processes in place. It's not about the tool but about the maturity of the organization using it.

We used to have lots of integrations with our systems to create tickets automatically. We also had some security related event management activities. When we requested to change something in ServiceNow, it was done rapidly in a couple of days.

Have some consultants that have worked with ServiceNow before, help you with the process. You should try to implement ITIL in your organization. If ITIL is not understood by the organization, then you cannot have expectations that they will follow the way of working as they should.

The solution's automation is quite straightforward. You just need to know what you want to automate. There are several ways to integrate stuff and several ways to have some triggers.

Overall, I rate the solution ten out of ten.

We use it for IT Service Automation, specifically for managing requests, network management, knowledge base management, problem resolution, and change control processes.

ServiceNow has enhanced the efficiency of our IT service management procedures. Currently, we utilize it to streamline request handling and centralize all requests within the ServiceNow platform. Additionally, we're exploring integration with Microsoft's pilot program, which will soon feature bots seamlessly linked with ServiceNow. We aim to consolidate all channels onto one platform, ensuring a streamlined process for all involved.

ServiceNow facilitates our incident response and resolution workflows, meeting nearly all of our requirements and KPIs.

We use ServiceNow's integration with the MDB, linking it with the MC for discovery decisions. Our database management is handled within ServiceNow.

Our integration of ServiceNow with existing systems and tools is progressing smoothly, primarily facilitated by APIs.

One of the advantages lies in the implementation of the ITIL process, which becomes more scalable and readily integrated within ServiceNow. With predefined processes, the transition is seamless and ensures efficiency moving forward.

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

Some features within ServiceNow have negatively impacted productivity, particularly in managing the entire process. Transitioning from Jira to ServiceNow has proven challenging for end users, as requests now involve multiple tasks, IBM numbers, and request numbers, which can be confusing. The ticketing system is also complex, causing confusion among teams and complicating reporting. Regarding incident management, while the process remains similar, end-user feedback indicates an overwhelming amount of unnecessary information, leading to confusion.

There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort. Additionally, there's a need for line manager approvals, especially for requests like license procurement, which is currently managed via teammates. Developing a feature specifically for approvals could alleviate the need for additional licenses. There are challenges with SLA reporting due to SLAs being configured as tasks. This leads to difficulties in accurately reporting SLA compliance, as one ticket may have multiple SLAs. Addressing this issue would improve reporting accuracy.

I have been working with it for six months now.

The current setup is stable, yet there's a pressing need for continual enhancement in processes and procedures.

We are currently in the testing phase, so it's premature to conclude within just six or five months. While the capabilities are present, it may take more time to ascertain whether the system is fully functional and reliable. We have approximately seven thousand users, and the deployment spans across seventeen countries.

The technical support team consistently provides accurate responses to my inquiries, whereas the developer sometimes attempts to evade the support team's answers. In certain scenarios, I've received resolutions directly from the support team while the partner tries to manipulate the situation. I've maintained direct contact with the support team, who are proactive in providing solutions. Even when they don't have an immediate answer, they make an effort to provide guidance through articles, videos, and other resources. I would rate them nine out of ten.

Positive

I find little distinction between Jira and ServiceNow in terms of management data, as we initially opted for the standard license, which didn't impose limitations compared to Jira's standard license.

During the initial setup, I faced significant challenges with our partner developers as they struggled to grasp our requirements and insisted on their preferred approach rather than following our needs. Despite encountering difficulties during the development phase, we ultimately achieved our desired outcome. However, I believe that collaborating with different partners may have yielded better results.

The deployment, initially scheduled for six months, ended up taking approximately a year. Around three developers were in charge of it, who also handled maintenance tasks. Despite facing delays, we continued working with the same partner due to our familiarity with the environment.

We haven't seen a return on investment so far. However, there's potential for improved ROI as we develop, enhance, or onboard additional departments, which may lead to better outcomes.

The licensing expenses are excessively high. To illustrate, consider Jira, a platform we've utilized for ten years. Under a standard license model, we have been paying five times the cost compared to Jira, despite having an equivalent number of licenses.

The product itself is satisfactory, offering all the necessary features and functionalities. However, the quality of the outcome heavily relies on the competence and dedication of the developers. Without continuous oversight and intervention, the result may vary from excellent to subpar. Therefore, the success largely hinges on the capabilities and commitment of the developers or partners involved. Overall, I would rate it eight out of ten.

We use the product for ITSM, DevOps, change management, problem management, and incident management. We utilize all the modules.

The product's integration functionality in the change management module has significantly improved efficiency in our organization. It has enhanced the delivery process with automated operations.

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.

They could improve license management, particularly when integrating different applications or toolsets. The process of how licenses are billed and the potential for noncompliance issues could be clearly stated during module purchase. It results in unforeseen costs when integrating various tools, such as DevOps, where contributors from projects may be misinterpreted as core contributors, leading to unnecessary charges. They could make the licensing process clear to understand.

We have been using ServiceNow since 2020. We use the latest version.

It is a stable platform.

We have 30000 ServiceNow users in our organization. It needs to be more scalable, particularly in the context of Microsoft's roadmap. The existing cloud integrations and point-to-point integrations with Azure DevOps might have challenges during a transition to GitHub. We have to manually re-configure the same.

The technical support services are dependent on integration partners. 

Negative

We used Jira before.

It is a cloud solution. The initial setup is difficult. It requires someone with knowledge of the ServiceNow platform. One can take assistance from a DevOps engineer for configuration.

It takes a few weeks to complete. We have deployed it in different regions. We need to synchronize the changes across all the regions as well.

We take assistance from our integration partner for implementation.

We have experienced improvements in time-saving since implementing ServiceNow. The change module has allowed for identifying and onboarding services with low business criticality, streamlining the approval process for changes and deployments. It makes the deployment process simple, fast, and easy.

It is an expensive platform.

We have bought the product's standard version with different components implemented across all the departments of our organization. We can add more components as per requirement.

We need assistance from specialists with in-depth knowledge of the platform, such as those holding ServiceNow certifications for complex business requirements.

I rate it six out of ten.

We began by providing internal and customer advisory services, focusing on ITSM. We replaced products from IBM, HPE, and BMC, migrating customers to the ServiceNow ITSM platform. In some cases, we also transitioned customers to ITOM after stabilizing the ITSM product. This initiative started around 2015 and continued into 2016 and 2017,

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. 

The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models.

ServiceNow has been deployed in both on-premises and cloud environments. However, the cost of using ServiceNow, especially for IT Operations Management is high. This expense has led customers to explore alternatives such as Freshdesk or other products in the market.

I have been using the product for ten years. 

I rate the tool's stability an eight out of ten. One challenge with ServiceNow is occasional failures and availability issues, although they are rare. In case of critical operations being impacted, there is no recall available.

I rate the solution's scalability a nine out of ten. 

The tool needs to improve its documentation and the providers need to stay updated with all the offerings. The certification process of service providers should be reviewed as not all of them are up to date with ServiceNow offerings.

Neutral

I rate the product's deployment a six out of ten. Its deployment depends on factors such as the customer's existing backend setup and the organization of their data. For a fresh implementation, it can be fast and straightforward. However, if data migration and the creation of custom workflows and integrations are involved, it can take longer.

I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term.

The solution is suitable for enterprises. It is not advisable for small and medium businesses. The tool comes with a developer's toolkit which offers integration possibilities. It goes beyond traditional IT functions, becoming a business solution used across various departments. With its development capabilities, ServiceNow facilitates applications in core functional areas, such as operations.

ServiceNow is good for many types of business needs and is better than older products. However, it faces tough competition from newer platforms. ServiceNow keeps getting better with new features, but its value may change. Automation is easier now, and people who use it are more familiar with technology.

I rate the overall product a seven out of ten. 

ServiceNow is a powerful tool, but to utilize its features most efficiently, it requires proper fine-tuning and design. When developed according to specific requirements, it becomes an excellent solution for ticketing and reporting management, offering enhanced capabilities for streamlined operations.

ServiceNow optimizes our IT service management processes through its knowledge base feature. This repository contains solutions and insights into challenges encountered during request or incident resolution. A select group reviews and collects this knowledge to analyze how it can streamline processes or enhance user interfaces, such as creating simplified catalogs for quicker request submission. Integration with ServiceNow ensures that every request or incident benefits from this knowledge, enabling faster delivery through automation. Focusing primarily on requests and incidents, which are the most common user interactions, leveraging the knowledge base in this manner significantly contributes to refining and fine-tuning operations management.

ServiceNow significantly enhances our workflow efficiency, as demonstrated by a straightforward example of adding a user to a group. Through analysis of over a thousand requests, primarily for server or file share access, we identified the top ten groups frequently requested. Utilizing this insight, we implemented backend automation scripts integrated into ServiceNow's action tasks. Now, when users request access to a file share or server, they select from a dropdown menu of the top ten file shares, streamlining the process. The automation prompts users for necessary information, such as their ID and approvals email, before swiftly granting access within one to two minutes. Previously, such requests could take up to twenty minutes or even a day due to lack of clarity. However, with this automated workflow, users have predefined options, reducing confusion and minimizing errors. Additionally, the system captures requests not covered by the predefined options, allowing us to monitor and address emerging needs effectively. This improvement has significantly reduced the occurrence of errors and escalations, leading to smoother service delivery.

ServiceNow portal has significantly enhanced our user experience and service delivery, particularly through its advanced reporting system. This system allows us to gather feedback and insights, such as the number of pending items assigned to individuals, reasons for delays, and the status of updates. The reporting capabilities within ServiceNow enable us to conduct in-depth analysis of ticket resolutions quickly and efficiently, facilitating improved decision-making and operational efficiency.

ServiceNow's reporting and analytics functionalities significantly contributed to decision-making processes, earning a rating of eight out of ten.

Although I lack extensive experience with it, I find that ServiceNow is generally straightforward to integrate.

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.

Improving the quality of consulting services is essential and can lead to significant enhancements. The user interface for accessing assistance sometimes disconnects.

In terms of stability, there may be occasional hiccups, but they are not overly frequent.

Scaling up is effortless, as evidenced by the platform's adoption by approximately thirty thousand users.

The technical support provided is satisfactory, but there is room for improvement, particularly in the consulting aspect. I would rate it eight out of ten.

Positive

While I'm not deeply involved in the deployment process, with careful planning and architecture, the complexity can be minimized.
Maintaining the system isn't straightforward. It requires essential knowledge and a support team well-versed in the product. The size of the support system, with a minimum of ten staff members, is recommended to adequately support the service.

The pricing is reasonable and affordable, making it suitable for businesses ranging from small to large scale.

ServiceNow is a versatile solution suitable for businesses of all scales, from small to large enterprises. My advice to others considering its use would be to thoroughly understand the product's capabilities before implementation. Aligning these capabilities with your specific requirements ensures optimal utilization of the features available, facilitating efficient management and future scalability. Overall, I would rate it eight out of ten.