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.

The use case for ServiceNow was that one of our clients was using some other tools for the ticketing system, which was an on-premise tool that presented a lot of hassle with respect to infrastructure challenges. They contacted us, and we evaluated different cloud-based solutions such as Jira, ManageEngine, and ServiceNow. After the demos and evaluations, they adopted ServiceNow, and we migrated all their workflows from the legacy system to ServiceNow.

The key points, both pros and cons of ServiceNow in comparison to Jira or ManageEngine technologies, are that it offers an object-oriented architecture, which is more flexible and allows us to customize the workflows quite easily. Additionally, the user interface is very much aligned with the requirements of the customer.

Feature-wise, the object-oriented architecture of ServiceNow is very much helpful for designing the workflows and similar tasks.

I have seen ROI from ServiceNow, as the client I mentioned earlier is achieving ROI for adopting this cloud-based technology. They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.

There are things that I would like to see improved in ServiceNow, such as the pricing, as it is a very costly solution compared to other tools. Additionally, its presence in the local market is very limited; in Pakistan, for example, I don't see any vendor or distributor of ServiceNow available. They need to increase their sales spectrum globally so people can easily access them and engage them for client meetings and more.

From a functionality perspective, the features in ServiceNow are acceptable as, at the moment, the ITSM modules rank highly, being 13 plus Pink Elephant certified, which is a good aspect to have.

When providing advice to users, I would suggest they consider making strategic decisions about their per user pricing since it is very high. In our region, people normally start with 5 to 10 users, but the per user price is quite steep. Moreover, ServiceNow does not charge based on data uploaded or downloaded, so they should reconsider their pricing and data policies to align better with the financial capabilities of the region.

I have been working with ServiceNow for more than a year.

The initial setup of ServiceNow was straightforward; I did not face any challenges or complexities during the implementation process because it is instance-based, so everyone can sign up with the instance online and get it ready.

From a performance point of view, there are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.

From a performance point of view, there are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.

I would rate the technical support of ServiceNow a six on a scale of 1 to 10, where 10 is the best.

It is not difficult to maintain ServiceNow; it simply requires sending a request. However, obtaining support for maintenance is the current challenge because they don't have a presence in the local market.

Neutral

Our client was using other tools for the ticketing system, which was an on-premise tool that presented many infrastructure challenges.

The initial setup of ServiceNow was straightforward; I did not face any challenges or complexities during the implementation process because it is instance-based, so everyone can sign up with the instance online and get it ready.

It took me between 3 to 6 months to migrate from the legacy system to ServiceNow, depending on how many workflows needed to be migrated.

I have seen ROI from ServiceNow, as the client is achieving ROI for adopting this cloud-based technology. They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.

All the modules of ServiceNow are equally important, but initially, I can say that the change management and asset management modules are the ones that I recommend to our clients.

I have utilized automation capabilities in ServiceNow by introducing workflows. The main goal of designing automation workflows was to achieve automation.

It has been successful as my clients have completely gotten rid of that legacy system and are now using the ServiceNow solution.

I have not had any AI features or AI-driven initiatives with ServiceNow.

Regarding the integration capabilities of ServiceNow, I don't know as we did not use any kind of integration.

In terms of the size of the environment, there are more than a hundred workflows.

From the end users' perspective, there are around 75 users.

Overall, I would rate ServiceNow as a nine as a solution and product.

I primarily use ServiceNow for client development. We have specific clients, and we offer consultation for them. Our tool also handles project management.

For our work, ServiceNow's service catalogs and SDK integrations are the most valuable features. It offers integrations like the mid server integration and others. ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.

There are sometimes challenges with the portal being a bit confusing for new users. The implementation of the portal and workspaces is quite different, and improvements in this area would be beneficial.

I have been using ServiceNow for around two and a half years.

ServiceNow is stable enough. They provide good solutions if there are any issues.

We haven't faced any scalability issues. ServiceNow is scalable and meets our needs.

The tech support is good. I have contacted them four to five times over the past two years, and they have been quite helpful.

Neutral

I have only used ServiceNow solutions. I did not evaluate any other solutions before using ServiceNow.

The initial setup depends on the complexity of the project. It can take two to three months or even up to two years, based on the project's requirements. I would rate it seven point five out of ten for ease of setup.

The return on investment is good when implementing for ourselves and for other clients. The ROI for projects is favorable.

The pricing depends on the complexity. If only using modules like in Jira, ServiceNow can be more expensive, but it offers more functionality. ServiceNow's pricing can be justified if more functionality is required.

I recommend considering the functionality and user-friendliness before deciding on its implementation. 

I rate ServiceNow eight out of ten.

We're using ServiceNow for the entire chain process and all aspects of the module. It covers all modules and their associated problems.

It offers significant benefits due to its compatibility and comprehensive approach. Consolidating multiple functionalities into a single platform reduces the need to invest in various separate solutions. ServiceNow integrates ITSM, CMDB, Discovery modules, and more into one cohesive system. This unified approach provides a single view across all modules, reducing complexity and financial risk. By using a single technology, organizations can effectively meet their needs and address potential risks more efficiently.

This was very helpful in CMDP, particularly regarding extraction and workflows. The benefit lies in having a single console rather than multiple consoles, which significantly simplifies the process and improves efficiency.

ServiceNow has had a similar pattern, but when it comes to third-party integrations, Uddin appears to be more flexible than ServiceNow. ServiceNow might need to improve its capabilities to integrate with third-party tools.

Due to differences in naming conventions and data fragmentation between systems, we need to address compatibility issues by modifying naming conventions, altering fields, and making adjustments as necessary. ServiceNow has default field functionalities that may not align with those the MagOne system provides. Therefore, customization will be required to ensure compatibility and meet specific requirements.

I have been using ServiceNow for six years.

The product is stable.

Deployment depends upon the environment. For me, it takes three months to deploy the solution because it has different dependencies.

It saved 30% of the money compared to others.

We have three competitors. One is BMC product, the second is ServiceNow and the third is Atlassian.

ServiceNow provides insights into topology, though it may sometimes lack detailed understanding. We have correlated it with our monitoring tools to trace the hierarchy and determine its impact across various business lines. This is part of the AIOps information, consolidating all relevant details into a single ticket for easy access.

I recommend the solution.

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

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 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.

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.