ServiceNow Reviews

Amazing tool for change incident and CMDB management. I am using this tool for change and incident and I found it best among the tools I used.
Design the too the way you want.

Very simple user interface and make process very easy. With any experience user can use this tool

Nothing as I am aware of as for me this is best and the way service now is improving , I have nothing what I can this as an improvement.

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.

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.

Easy incident or issue escalation. You are able to assign issues to individuals or to teams. This functionality was quite valuable.

Not intuitive for everyday use. As an IT professional, my team and I found it very difficult to use. Imagine being an everyday user that has to use this tool.

A single excel sheet upload to add assets into the cmdb table was responsive and fast.

The routine upgrades are a bit of inconvenience. Ex: Migration from Rome to SanDiego to Tokyo and so on which happens once every six months.

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.

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.

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.

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.

one stop shop for all type of tickets, easy to use, fast to search

Performance need to be tuned a little more

ServiceNow is widely used tool for incident management with a lot of Features that are easy to deploy and configure. We can create customized dashboard for easy tracking of the ticket as per our need.

Since the time i have started using it , I haven't found any problem with the software.

I have been using Service now for creating ticket like every day.A user-friendly software to create ticket manage and a great tool for freshers

Nothing to diss about just the UI can be auto adjustable

Easy to access, and with more options, for customisation

Did not come across, only used the available options,

A brilliant ITSM tool and available as SaaS. The licensing mechanism is based on the fulfiller and approvers . The cost per licenses is a bit high for a fulfiller and hope service now can bring it down a bit.
The best modules are :-

Incident management , Change Management , Problem Management and CMDB.

The upgrades , every 6 months are something that always keeps us on our toes. secondly it Whatsapp and telegram can be integrated with service Now...

It was simple and easy to understand. User friendly. Easy to customize the dashboard. We can keep track of tickets according to the ticket status, which made my life easier. It is the best tool for maintaining incidents, SCTasks, change requests, and organizing work. We can have the history of work done.

New clients should be situated on the most proficient method to explore through this device since it is very confusing to clients from the beginning.

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.

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.

This tool is very flexible and allows even Business Users to configure processes and worfkflows.

The license is rather difficult to understand and must be re-considered over time.

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.

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

ServiceNow offers a wide range of features, including IT service management, HR management, and customer service management and many more. Investing in ServiceNow has been a great value to our company. ServiceNow offers customizable options that allow businesses to tailor the solution to their specific needs. Also, ServiceNow includes advanced security measures to ensure that sensitive data remains protected at all times.

Lack of tutorials. Some users have informed us that ServiceNow is kind of complex and overwhelming, especially if they are not familiar with similar software solutions.

The product is fairly easy to use if you are tracking and resolving service tickets or change requests. I like being able to granularly customize my dashboard.

This is a little more complicated for things like configuration management and opening a support request (from a support provider perspective). There are just a lot of steps and a lot of information to fill out. I would recommend having a couple of ServiceNow experts who can help standardize workflows and provide training for these more complicated tasks. Also, the dashboard can get too cluttered if you let it.

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.

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.

ServiceNow has a lot of features that are all in one place. This includes tracking incidents, requests, change controls, paging, timesheets and more. It's also quite customizable because you can create your own dashboards with whatever information you want.

ServiceNow has a steep learning curve, and I'm not sure how necessary it is. There are a lot of features sure, but finding what you need can be very difficult at times. If I know exactly what I'm looking for, it can be easy, but if I don't remember if something was an 'Incident', Request, change, or something else, it can be very difficult for me to find. I don't see an easy way to just view everything that's assigned to me, regardless of what it is.

This is one of the great product available in the market. Cannot compare some of the other products. One suite for all. Love this product

Adding each module is very expensive. Small companies cannot afford

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.

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.

The product has a very easy learning curve and you can get a good grasp of how to use the application under a few hours. the ticket management portal is extremely helpful providing feedbacks and showing history of what have been done.

The web portal is quite heavy and needs a very strong bandwidth. Optimizing the web portal so it can work even in low bandwidth conditions

I've been using this application for the past few years, and I think the real-time alarm triggering and search functionality are outstanding.
If the data we need is in the app's database and is configured, we can use it to find it quickly.

I haven't yet come across anything that I can point to as a negative aspect of this app. Nothing that I can think of that would make this app less desirable.

The ease of using this software and it's ability to be able to integrate with various other platforms

SLA definition does not stand true for all requests and sometimes causes escalation where it is not meant to. More robust feature pausing the SLA might be good to have

Incident management, service catalog, problem management, change management, service portals, DevOps

Frequent upgrades needed, needs specialized knowledge for configuration and administration of the various processes in the tool, a bit expensive