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.

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.

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.

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.

I use the solution to collect data to build KPIs. We promote and foster the usage of workflows in the company.

We use the data to compare and review situations, propose improvements, and promote action items.

SPM and ITSM features are the most helpful.

The product’s standard user experience is not the best. To make it work, we have to do a lot of customization. The UX could be improved.

I have been using the solution for five years.

The tool is pretty much stable. We don’t see many bugs in the tool. I rate the stability an eight out of ten.

We have around 1000 users in our organization. The tool is scalable.

The solution is cloud-based. When we have a new release coming up, we have a few weeks of preparation. We don't have a straightforward test campaign.

I have also used BMC Remedy.

As much as possible, we use the out-of-the-box features. We do very few customizations. We follow the schedule to refresh the versions when they come up. As an end-user, I am not happy with the scalability. We have to wait a long time to buy more capacity. It is not an issue with the tool. Our team must manage it better. ServiceNow is a powerful tool. As long as we have enough users, it works. Overall, I rate the tool an eight out of ten.

The solution is being used for our ticketing system.

It is user-friendly and simple to use.

The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release.

I have been using ServiceNow for two years.

The scalability of the solution is good. Presently, ten thousand users are using the solution. I rate the overall solution an eight out of ten.

The initial setup is easy. The deployment was done within a month.

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

There are multiple use cases associated with ServiceNow. The major use case is IT service management, incident management, and IT operations management. ServiceNow offers GRC and solutions that integrate with other security systems for cybersecurity. I have been involved in both ITOM and ITSM.

ServiceNow offers a range of ITSM, IT incident management, and PRCPs. The entire platform makes it an excellent product for users. Its capability to manage end-to-end ITSM is necessary because no other competitor is offering such a comprehensive solution.

The utilization of AI in ServiceNow needs enhancement. Their incident management system requires attention. If you examine it closely, there's an extension available in the market for future consideration. ServiceNow is quite advanced in incident management solutions. If ServiceNow aims to improve its incident management capabilities by incorporating AI/ML and other general components, it would advance the product and enhance its use cases, ultimately boosting productivity. This would lead to improved overall value for enterprise customers.

I have been using ServiceNow for eight to ten years.

ServiceNow is a very stable product. I have heard a couple of integration issues in some places.

ServiceNow can be easily scalable. However, scaling down may pose a problem because, if someone has purchased a certain quantity of subscription-based licenses, they cannot be reduced. You have to complete the term of those licenses whether you're scaling down or up.

We cater the solution to enterprise customers.

Our delivery team used to interact with ServiceNow, and they used to receive support from them. They are responsive. Most of the time, issues are resolved. They ensure a smooth delivery process and quick response. In certain complicated situations, such as new integrations where ServiceNow is not supported, there is a lot of email exchanges.

ServiceNow offers a very comprehensive tool that covers end-to-end IT services and IT operations management. This is where enterprise customers seek an end-to-end solution. ServiceNow is being adopted by numerous customers. I have experience with BMC Solutions.

BMC also provides an IT service management platform called BMC Remedy. Remedy is less comprehensive and user-friendly compared to ServiceNow. I've encountered support and configuration issues with BMC Remedy.

There is a large pool of trained workforce available for ServiceNow. Considering their market share, which exceeds 60%, there are ample skilled resources in the market. ServiceNow technology has been established. I haven't encountered challenges with ServiceNow projects in terms of implementation or configuration wherever I've worked. However, the deployment can vary depending on the company and partner, and how they've structured their practice teams and training resources.

If it's a Greenfield project, then a new deployment is necessary. For enterprise customers, integration becomes the key focus. ServiceNow offers a substantial integration portfolio to address these needs.

Return on investment is good because once the overall comprehensive solution is deployed, it offers a lot of ROI to the end customers. If a customer opts for a point solution to manage their ITSM and adopts different technologies to integrate, it is going to cost them, and then it will add up to their complexity.

The solution is expensive compared to other tools but holds value for money.

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

When we need to request a task from another team at my client's organization, we typically submit a request in ServiceNow. We provide all the necessary details through the ServiceNow platform, and any communication related to the request is documented in the form of comments. This approach ensures transparency by recording what was requested, actions taken by the assigned person, and the time taken to resolve the request. Using ServiceNow, we can easily track the progress of tasks, review the history of actions, and assess the workload of a specific individual over a given period, be it a week or a month.

It proves invaluable in tracking significant incidents within your work environment. It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident. This capability adds substantial value by allowing a comprehensive understanding of the incident resolution process and the associated resource allocation.

It should include information on navigating various user interfaces for creating diverse requests directed to different teams. Enhancing usability involves providing easy access to interfaces tailored for different types of requests across teams.

I have been working with it for two years.

It is proven to be reliable; we have not encountered any issues with it.

We have nearly one hundred to one hundred fifty users.

The initial setup is relatively straightforward.

It's effective, indeed. If you aim to monitor the number of issues you're handling and wish to understand the effort required to resolve them, this serves as an excellent ticketing tool. Overall, I would rate it eight out of ten.

We use ServiceNow for help desks.

ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows.

The solution’s user interface could be improved and given a better design.

I have been using ServiceNow for more than three years.

ServiceNow is a stable solution, and I haven't experienced any downtime with it.

I rate ServiceNow ten out of ten for stability.

Around 500 to 800 users from the IT team and some of the business teams in our organization use ServiceNow.

Overall, I rate ServiceNow an eight out of ten.

The main use case of the product involves providing solutions for customers aiming at enhancing their overall business efficiency and effectiveness in managing IT services and operations.

ServiceNow is easy to use and has a user-friendly interface. It offers broad workflow functionality, including IT, HR, Accounting, and Legal departments. The users can build new business workflows with low code.

The platform price needs improvement. System deployment and automation capabilities could be within the platform, similar to competitors like Ivanti and BMC. At present, we have to rely on third-party products for the same.

I have been using ServiceNow's latest version.

I rate the product's stability a ten out of ten.

We have around 1000 ServiceNow users in our organization. I rate the scalability a ten out of ten.

The technical support team is helpful and responsive.

We are working with Ivanti and BMC Helix.

The complexity of the initial setup can vary based on the size and complexity of the organization implementing it. Including proof of concept, may take around three months or more for large companies and enterprises working in the IT department. The duration can depend on the specific modules being implemented. Setting up a data center and different management processes for seamless operations is crucial. It takes another hour or a week to complete.

We have a dedicated team to maintain the product. The team's strength depends on the specific budget and the number of requests and incidents. At the moment, we have two administrators working on deployment and maintenance.

The product cost is higher than that of other vendors. It depends on the specific requirements. It is suitable for large enterprises.

I rate the pricing a two out of ten.

I rate ServiceNow an eight out of ten. It is a powerful platform and provides essential functionality for different workflows. It is easy to maintain as well.

The most valuable features of the solution are the ease of use and the sensor for ticketing systems. In terms of the reports generated out of the metrics, specifically operational metrics, along with the dashboard, are very good in ServiceNow.

From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience.

I have been using ServiceNow for four years. I am a customer of ServiceNow.

I have had no issues with the tool breaking down or bugs. Stability-wise, I rate the solution an eight out of ten.

I had no issues using the tool's scalability feature. Scalability-wise, I rate the solution an eight out of ten.

In our company, we have formed an in-house ServiceNow support team to help us.

I have no experience with other solutions before ServiceNow.

The product's initial setup phase is a bit technical in nature.

The solution is deployed on the cloud.

The solution can be deployed in six to twelve months.

My company has a dependency on ServiceNow partners who can be part of the implementation process.

To those who plan to use ServiceNow, I would say that it is always good to use the system for case management. ServiceNow is a platform that allows a company's customers, including the employees and stakeholders, to connect with the services revolving around HR or digital technology.

I rate the overall tool an eight out of ten.

We utilize it as a ticketing tool for the customer support team. It helps us manage digital workflow and possible incident alerts.

Many features are valuable. It allows us to filter the data, create graphs, and get detailed reports.

The pricing structure could be more budget-friendly.

I have been using it for two years.

The solution is stable.

It provides scalability.

They provide good support for their customers.

The initial setup was straightforward.

The deployment process was executed quickly and easily, including setup and repair testing. It was done in a few hours by our technical team. We implemented our real-time data analytics application into the system, ran a test and after it created alerts, we passed on the alert reports to the designated team for evaluation.

We have seen a positive return on investment. The solution is worth the value for the pricing.

It is fairly expensive.

I am satisfied with the solution. I would rate it nine out of ten.