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 I've seen a very nicely built interface with ServiceNow, and I've also seen the ugliest version that feels outdated.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.

We mainly use ServiceNow for workflow definition, primarily for ITSM purposes. It is utilized across the whole organization for functions, from employee onboarding to various operational activities. We leverage different use cases for HR functionalities, IT applications, IT operations, IT support, finance activities, and project submissions.

The workflow management in ServiceNow is amazing. The integration with third-party business applications is extraordinary, providing compatibility with major vendors like Microsoft, Oracle, IBM, as well as with custom-built applications. Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.

The main area for improvement in ServiceNow is its support. Their customer support could make it a great solution, not just product support but also their relationship with partners and training initiatives in different regions. The official support is often distant, and many partners are not up to standard, which harms the product's reputation.

I have been working with ServiceNow for approximately six years now.

From a stability perspective, ServiceNow has almost no issues.

ServiceNow is a very scalable solution. I would rate it 10 out of 10 for scalability.

Direct support from ServiceNow is not very good. Most of the support comes from partners, and customers heavily rely on them. I would rate it 6 out of 10.

Neutral

We evaluated other options, like ManageEngine, and performed POC for multiple environments. We chose ServiceNow because of the wide range of use cases it offers. It is a one-time investment that takes substantial time and resources.

Setting up ServiceNow involves unique system requirements, and compared to other ITSM solutions, it's more challenging to implement effectively. The standard deployment takes at least two weeks if everything goes smoothly.

Professional resources are essential for setting up ServiceNow because the environment is substantial, and you need competent personnel to implement the numerous components efficiently.

We can easily quantify the return on investment during the six years with ServiceNow.

ServiceNow is expensive for all regions. The licensing cost per year per user is not precisely known but is considered high.

We evaluated other solutions like ManageEngine before selecting ServiceNow.

If someone decides to implement ServiceNow, they are taking on a significant responsibility. The success or failure relies on the time and effort planned. For a mature implementation, it may take two to three years, and investing in quality resources and understanding business requirements in advance is crucial. Overall, I rate ServiceNow 10 out of 10.

I use ServiceNow to log tickets, raise incidents, and handle change requests for different environments by utilizing various categories, situations, and service assignment groups. I track all tickets related to issues or enhancements.

ServiceNow helps us track tickets related to issues or enhancements efficiently.

The most valuable features of ServiceNow for me are its ticketing and reporting capabilities. Additionally, its integration is great; I have integrated several C# applications to track or update the ServiceNow situations, reference columns, or tagging, which is also very easy. Once I understand the process, customization and exploration become possible using my personal code, which is a significant advantage.

There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.

I have been working with ServiceNow for four to five years.

ServiceNow is already a stable tool. There is no doubt about its stability, and no additional measures are needed.

ServiceNow is quite scalable within my company. My account fully utilizes ServiceNow, with no other tool in use. It is capable of vertical scaling with no issues.

I have contacted ServiceNow support multiple times and their response is very quick. The support is exemplary and deserves a perfect rating.

Positive

Before ServiceNow, I was using HP ALM, GitHub, and ADO. Reporting in ServiceNow is easier compared to these other tools. However, HP ALM and ADO have capabilities to create bug tickets, something ServiceNow lacks.

The initial setup is very easy due to its user-friendly interface. New users can understand it quickly without any problems.

Before using ServiceNow, I evaluated HP ALM, GitHub, and ADO.

I recommend ServiceNow due to its stability and good security. It integrates well with Active Directory, making it easy to manage users without separate licenses or access controls. 

The overall rating for ServiceNow would be ten 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.

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 HR, IT, finance, and many other processes. A lot is automated with ServiceNow.

We use automation, SCMBB, incident management, problem management, change management, VM access management, and more.

There is room for improvement in price. 

I have been using it for more than five years now. 

It is highly stable solution. 

The scalability is low. There are around a thousand end users using this solution. I used it daily.  It's core to our operations.

We always get good support.

Positive

We used an internal, self-coded solution. We needed more features and functions, like CDP and other integrated solutions for broader support.

I would rate my experience with the initial setup a six out of ten, with ten being easy. Not super easy, but not super difficult either.

Overall, deployment took us a few days. It's still ongoing as we integrate with internal systems, but the core setup was quick.

It directly connects to our main database for authorization and asset storage. It's also part of our ERP system and connects to various management systems. We have a lot of systems that connect to ServiceNow.

We always use an integrator. Around five engineers from the integrator. 

Two or three engineers manage it.

I would rate the pricing a six out of ten, with ten being expensive. 

It's the best for me. I would rate the solution a ten out of ten. 

Microsoft Teams integration is available. Notifications are present within the virtual agent chatbot, integrated with third-party tools. All the portal features have been enabled, including the virtual agent installation.

There is a concern about the integration point of view, particularly the virtual agent. Currently, we are working on integration with Teams and the virtual agent. Now, the chatbot and portal are available. A pop-up message shows the redactions button if you click on anything in the chatbot conversations. This redirects to the portal. It should open, and the virtual agent should be integrated that way.

I have been using ServiceNow as a partner for two years.

There are some bugs in the solution.

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

The solution is slow in performance level.

Technical support is good.

Positive

The initial setup is simple. It takes only eight hours for each resource because of integration and conversation flow.

From a developer's perspective, understanding the pricing of ServiceNow is crucial. Currently, pricing details are mainly available for account-related matters. However, if developers also have access to this information, it would greatly benefit them.

Overall, I rate the solution a ten out of ten.

I have been exploring the wireless designer service on ServiceNow.

Although verbal explanations may be challenging, I can provide detailed comments and notes in the code. This facilitates collaborative learning in the catalog domain, making understanding various efforts and products simpler.

It's a straightforward and effective approach that minimizes the need for extensive explanations. It streamlines business processes, enhances efficiency, and fosters collaboration through its comprehensive platform, offering notable advantages in IT service management, automation, and customizable applications.

It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee. The functionality of the mobile application is still not entirely clear or optimized. The UI of the mobile application needs improvement.

I have been working with it for two years.

It provides good stability. I would rate it eight out of ten.

The technology is growing rapidly. I would rate its scalability capabilities ten out of ten.

The initial setup was fairly straightforward. I would rate it nine out of ten.

The cost is quite high. I would rate it ten out of ten in terms of pricing.

Overall, I would rate it ten out of ten.