ServiceNow Reviews

Pros

Everything, I love ServiceNow. I used it in 4 different IT BPO companies here in the Philippines.Integration to other systems is really good and helpful.

Cons

I can't think of any Cons using ServiceNow, it really depends on the Management or Admin that handles ServiceNow. some management can't utilize ServiceNow's great features.

Pros

ServiceNow is the leading ITSM tool in the market. It offers a comprehensive range of features and capabilities that can meet any business needs. It is constantly updated with new versions that bring more innovation and value to its customers.

Cons

ServiceNow is not a cheap option when it comes to ITSM tools. It can be a significant expense for organizations that have limited budgets and need quick results. ServiceNow requires a long implementation process that involves multiple stages and customizations. It also demands a dedicated staff member to maintain and manage the tool effectively.

Pros

It's easy to setup and has limited features without overwhelming the user

Cons

The features are limited and UI is very bad

Alternatives Considered

Jira and JIRA Service Management

Switched From

Jira

Reasons for Switching to ServiceNow

Ease of setup

Pros

Its ability to be completely customizable. With its only limit is your ability and imagination.

Cons

Sometimes it can be to customizable. It can be challenging to solve a solution when it has to be built from scratch if the system does not already include it.

Alternatives Considered

Jira

Reasons for Switching to ServiceNow

We bought both

Pros

The best thing about Service Now is the way we can handle all data and reports directly on the tool. It is really well designed in getting approvals and assigning tickets. We can also set the ticket assignment groups based on certain rules or configuration items, that really saves us a lot of time.

It is user - friendly too. Very easy to navigate and also has some built in buttons that are really useful.

Cons

Not a major flaw, but if it can create aging tickets report in the form of a pivot table, then there is nothing to beat this tool. We really don't need to rely on excel if we can integrate some into the reporting feature on service now.

Alternatives Considered

Freshdesk

Reasons for Choosing ServiceNow

The previous tool was not user-friendly. It was really difficult to make reports. It had a very poor design as well.

Reasons for Switching to ServiceNow

Service-Now had a lot more features and most importantly it was very user friendly. Also, Service-Now was rated as the best in the industry.

Pros

all the Modules that we used are ease to use.
Documentation is well maintained.
Easy to implement.
easy to track the changes for Admin Team.
Reporting Module is Great for BIz team.

Cons

Cost and Product Support.
Product road Map dates are not clear.

Alternatives Considered

Salesforce Sales Cloud and Wolken ServiceDesk

Reasons for Choosing ServiceNow

Less code development. more Drag and Drop features.

Reasons for Switching to ServiceNow

Ease of use and regular Product upgrade by the ServiceNow Product Team.

Pros

The software is easy to use and read exactly what details you need. It is customizable to run various reports, as well as for automated actions for things you need done when some steps are completed.

Cons

It does require someone to be an administrator to really learn the platform and be able to configure it the way it is needed. It is not as mobile device friendly as it could be.

Pros

The pricing of the software, in comparison to JIRA, Zendesk, etc.

Cons

The interface of the software can be worked upon.

Alternatives Considered

Jira and Zendesk Suite

Reasons for Switching to ServiceNow

The pricing of the product and the additional user pricing was a fit for our budget.

Pros

User Interface is very smooth , lot of features , lot of options to configure

Cons

Sometimes apolit for too many features . Need some time to get used to all the funstionalities

Alternatives Considered

JIRA Service Management

Reasons for Switching to ServiceNow

Ease of operations , setup and use of the tool. Available integrations with all major security tools specially which enahcnes and decreases time and maunal efforts.

Pros

as a user it is easy to submit requests to service now for immediate actions. The ticket system is easy to follow and indicates if the request is being followed up on.

Cons

the layout can be confusing and it can be often frustrating when the request doesn't go through.

Pros

Proper managing of incidents to respective teams with 3 tier architecture starting from Help Desk
Efficient management of system changes with agile methodology through proper state transition until deployment
Categorization of CIs based on CI class and their relationship like Application, Database Instance, Servers

Cons

System performance can be far better on node restarting
OOB baseline does not support some level of access control for change which it should have
Changes created by “Copy Change” can not be tracked separately
Can have more option of customizing service portal in configuration based way rather than angular
Reporting on Standard Template field values should be more user friendly

Pros

Search feature is very powerful and easy to use as it is globalized search.
Allows me to see the ticket distribution across my teammates.
Supports customization of the change management process.

Cons

The frontend design looks a bit old and not much attractive to me personally.
Also it is little bit costly. Apart from these 2 things, everything else seems great about ServiceNow.

Alternatives Considered

Help Scout, Zoho Desk and JIRA Service Management

Switched From

Helpjuice

Pros

This feature is very very impactful in day-to-day IT business.
From incident management to customer engagement, it provides end-to-end solutions.
You have multiple options to display your data in graphical or list formats.
It gives multiple filters to generate effective reports.
It provides a very easy and feasible way to onboard the users and manage the customer accounts and their cases. Our IT department uses ServiceNow helpdesk services to manage the employee data. The support features from ServiceNow makes it easy.

Cons

I do have a few things in mind that ServiceNow can upgrade:

1. They should give the option to edit the comments we make on cases/incidents/changes etc.
2. They should provide the option to perform the search specifically on comments and it should be optimised.
3. There should be option for grid view instead of list view, such that user can go to the next case or incident and update them side-by-side. Currently if we filter out 10 cases, we have to open them all in separate tab to work on it. It should be managiable using same tab only.

Pros

Service now is part and parcel of our ITSM system over the years. We have migrated from other vendors to Service now.Its very critical for IT enterprise to handle incidents, requests and to daily business as usual activities .Its also Critical for reporting metrics to management on a periodic basis. Service now also provides robust usage through Service now anywhere web interface. It just provides ease of use anywhere in a remote work setup for the larger team.

Cons

Service now customer support can be improved.

Pros

It have Selfserve option like serviceNet and different ITSM modules where Users can select required option and go for their ITSM needs without struggling for technical team. It gives ability to user to create their own report and dashboards for better visualizations and daily reporting.

Cons

It require VPN connection within company premise due to policies. Its difficult to manage it through mobile devices.

Pros

I have been avid ITIL practitioner and have been using various products in various companies of my job experience. ServiceNow supports ITIL processes completely and most efficiently where there are minor drawbacks. The level of compromise required to enable processes efficiently is less as compared to Remedy and HPSM. Service Now has harnessed the power of virtual assistants which is yet being explored by other companies. The ease of set-up and manageability makes configuration of ServiceNow a cake-walk.

Cons

If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process. Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects. integration with risk management could have been made simpler to show the mapping of technical risks to business risks.

Pros

ServiceNow really helps us to manage our customer and IT services from end-to-end. We make use of the ITSM, ITBM, IT Asset management, and CMDB features. Together all these features help us manage our clients, our services, and our assets.
There really is so much one can do with the software and once users start adopting this, it really makes such a big difference to how IT can assist the business. Even our other teams like finance started to use it as well now.

Cons

In terms of Backend Setup, ServiceNow does take some configuration to work really well, and this might not be an easy task for someone without previous experience.

Pros

I like service now because it's very minimal and direct, and time wasn't wasted on designing a pretty interface. we use it for ticket management, both for sending out tickets to other teams, and then also tracking our workflow. I find it incredibly helpful to be able to track all stages of my work, and don't think I could do my job without it.

Cons

It's a little clunky. It's not as intuitive as other options. But I feel as though the functionality, if you have a team dedicated to setting it up for your needs, is incredibly useful and will greatly help in the long run.

Pros

Easy to automate and has various features to prioritize tickets, handle priority tasks and support incidents. The biggest advantage is the ability to integrate with different systems such as Agiloft, JIRA, SecurityScorecard, CRM, etc. ServiceNow helps the implementing team to focus more on collaboration and process development rather than coding since it absolutely limits coding. It is also a well known enterprise GRC tool and has released a Vendor Module, which can be used in Source-to-Pay projects.

Cons

ServiceNow is very expensive, which is a huge deterrent for small and mid-size companies to use its software. They don't do Proof of Concept (POC) in most cases, which forces teams to trust them purely based on the demos and their reputation.

Pros

Its easy to use, highly customizable on the end user end, and stable. I like that I can make my dashboard look how I want it, and use the format that makes the most sense to me. The admin on the back end has set up some great workflows that allow a single request to be used to do multiple things. Imagine a single ticket to onboard a user, that requests their cubicle from Facilities, thear computer from IT, and their phone from Telecom!

Cons

Configuration items. The way our implementation is configured, you need a valid CI to close the ticket. If an item is not in your CMDB, you have to get an admin to add the CI so you can close a ticket. KEEP IN MIND, this is just our implementation and config, and they are working on a solution to allow end users to apply a new CI, this is just OUR temporary growing pain.

Pros

In Service Now I appreciate a lot of features that helps me to work on my daily tickets with a pleasure! Great reporting abilities, easy to use dashboards keep my work organized which helps me keep my performance on high level to provide best support!

Cons

Service Now can be quite complex for someone who is at the begining of using it however the deeper You go the easier it is for You to learn and use Service Now features to improve Your work

Pros

The best feature I liked about its workflows, the way it is implemented in a backend process for tasks, approvals , and autopopulating required fields etc are signs of great features. Also its integration service that allows clients about their stages of requests. Also in problem tasks the way it creates a RCA ti avoid further incidents count on as great features of ServiceNow.

Cons

The SLA is what I dislike because there are some tasks that require greater time than the expected time also in catalog items in variable type as multiple choice if we want to hide a choice it is not possible and requires DOM scripting because of which in future relaeses of new versions it could create an issue.

Pros

ITSM. Ticket management and dashboard.

Cons

UI not intuitive enough. Sometimes it's not easy to find the button

Alternatives Considered

Summit and Quonda

Reasons for Choosing ServiceNow

integration with upstream and downsream systems

Reasons for Switching to ServiceNow

Integration with other systems

Pros

All-in-one product for the organization's digital transformation. ServiceNow offers a variety of solutions for ITSM, ITAM, ITOM, CMDB, HR, etc.

Cons

ServiceNow doesn't provide a free trial period. The license cost may seem expensive as well as annual fee for developers/administrators/architects to keep their certification valid.

Pros

I use ServiceNow for working on the tickets assigned to me. It is very easy to handle for maintaining our current status on the ticket and update the stakeholders/users to keep them on track on the issue or request. It also gives us the option to link any change or problem associated to it. We have the flexibilty of creating incident task and see all related incident created by same user.

Cons

As of now I haven't felt any limitations with ServiceNow. Will update if any in future.