ServiceNow Now Platform Reviews & Insights

Score9.1 out of 10

127 Reviews and Ratings

Community insights

TrustRadius Insights for ServiceNow Now Platform are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

ServiceNow is a versatile and powerful tool that is used by organizations worldwide to manage various aspects of their operations. One of the key use cases of ServiceNow is as an internal ITSM tool. Users rely on ServiceNow to efficiently resolve day-to-day requests and incidents from employees across the organization. With its global ticketing system, ServiceNow enables users to easily track work and generate instant reports, providing valuable insights into their operational performance. The Performance Analytics feature has been particularly helpful in streamlining reporting processes and facilitating accurate forecasting.

Another important use case of ServiceNow is its compatibility with other third-party tools. This seamless integration allows users to leverage additional functionalities and enhance their workflow efficiency. Additionally, ServiceNow offers a virtual bot that can complete various functions within the system, further automating processes and improving productivity.

ServiceNow is highly regarded for its intuitive interface, making it easy to set up and use. Users appreciate the customizable dashboards that provide them with relevant information at a glance, saving time and effort. Managing tickets has become less strenuous compared to previous solutions, as ServiceNow offers a straightforward system for tracking and resolving incidents, problems, changes, releases, configuration management, and service requests.

Beyond ITSM, ServiceNow finds applications in various departments across organizations. It serves as a comprehensive platform for managing different departments such as HR, Facilities, Procurement, Legal, and Finance. Through customized workflows, it facilitates record-keeping and ensures smooth change management processes. Moreover, ServiceNow supports sales operations and consulting cycles by helping with incident tracking, requests, problem management, and approval workflows.

Overall, ServiceNow proves to be a reliable and efficient solution for organizations seeking streamlined ticketing systems, comprehensive issue tracking management, and seamless integration capabilities. Its extensive functionalities cater to a range of departments while maintaining ease of use for all users.

Reviews

28 Reviews

ServiceNow Now Platform, a tool where you pay for what you get

Rating: 10 out of 10

Incentivized

November 21, 2024

Use Cases and Deployment Scope

We use several modules within ServiceNow Now Platform. Primary being the Customer Service Module (CSM) which also includes the standard ITSM modules. We also use the ITBM for Project Management for Project and Time integrations within the platform and GRC for our auditing and compliance. The CSM portal is our customer facing interface for clients to connect with us for requests and issues along with our being our notification platform to communicate with them for outages and maintenance. All of our customer on boarding and orders are run through Projects in the ITBM for a project manager to coordinate between internal resources and the client.

Pros

Full API for communication to and from other tools
Following ITIL framework for Incident and Requests
Continued development and new feature releases
Data reporting and analytics

Cons

CMDB is very open ended and finding examples or easy to follow guides for design are almost non existent if not subscribing to other modules to do it for you.
Project module is designed around MS Project with a lot of configuration that is hard to override or change when it doesn't fit your own process model.
Some of the usage licensing can be very difficult to track. There are items that will seem to register against it that shouldn't at times.
Deployment of new features or new modules almost always requires the use of 3rd party partners to do the work successfully.

Likelihood to Recommend

ITSM is straight forward creation of Incidents and Requests. It can get more confusing as you layer more modules on top of it with event management, risk, project, etc. It also becomes more costly as everything is a different license. Integration between other external applications is very easy to do with their API. You can easily create endpoints for external apps to talk to or create REST messages for the platform to reach out directly.

Verified User

Technician in Information Technology (201-500 employees)

Vetted Review

9 years of experience

IT service management in cloud

Rating: 7 out of 10

July 9, 2024

Use Cases and Deployment Scope

In our organization we use ServiceNow Now Platform to automate business workflow management. We use it as a service desk to mange incidents, configuration changes and service requests. It allows us to analyze and solve our ans our customer problems. We also use it as knowledge base which helps us to make correct decisions. Dashboards visualize the main indicators of the system and allow you to quickly assess its condition.

Pros

Incident management
Service requests management
Problem management
Change management

Cons

The ServiceNow Now Platform is resource intensive, which impacts performance
Greater flexibility of settings creates difficulty in their implementation
The peculiar interface is not always understandable

Likelihood to Recommend

The ServiceNow Now Platform is suitable for large organizations that can provide sufficient human and hardware resources to implement, configure and support the platform. For small organizations, the effort to implement and support the platform will probably force them to pay attention to the offers of other suppliers.
Safety considerations may also influence decision making

Verified User

Technician in Information Technology (10,001+ employees)

Vetted Review

2 years of experience

Level Up With ServiceNow Now Platform!

Rating: 10 out of 10

Incentivized

July 2, 2024

Use Cases and Deployment Scope

We use the ServiceNow Now Platform for all of our ITSM services, service catalog, CMDB as well as some non-IT use cases where ticket management and/or data hiding is required. We also use the discovery tool for all of our servers (on-prem and cloud)

Pros

Ticketing
Ease of configuration
Service catalog

Cons

Location of installation of applications/updates to the platform
Document site can be frustrating to navigate at times
When updating catalog items, having a "add all related" link for update sets would be wonderful

Likelihood to Recommend

Anywhere that you need a ticketing system to track incidents, change, problem and work tickets. It also excels for asset and the service catalog. It also has the ability to create custom applications where you need something special or making ticket data available to only specific users.

Verified User

Analyst in Information Technology (1001-5000 employees)

Vetted Review

1 year of experience

ServiceNow Now Platform - a Powerful too to implement, develop, or customize any application

Rating: 10 out of 10

September 14, 2023

Use Cases and Deployment Scope

We use ServiceNow Now Platform, particularly the app engine studio to create custom applications for the business and operations team. the applications have been a game changer as we can tap in to the low / no code platform and develope and build custom applications quickly, easily train users, and harness and leverage new data insights.

Pros

build applications incredibly quickly , or customize pre build modules
integrations
data insights
easy to use / train
build complex workflows in minutes

Cons

user interface and design
mobile experience

Likelihood to Recommend

I think ServiceNow Now Platform is well suited for almost all scenarios, its customization capabilities, ability to create new applications, integrate with other applications make it well suited for any medium to large scale project or company. The only time i would not reccomend ServiceNow Now Platform is if i felt it was too much product and a smaller company or project had a more limited scope of work or limited budget they were working with.

Verified User

Consultant in Information Technology (51-200 employees)

Vetted Review

3 years of experience

ServiceNow Platform review - from an admin, developer and user

Rating: 9 out of 10

April 26, 2022

Use Cases and Deployment Scope

ServiceNow is used to solve HR, Facilities, IT, Procurement, Legal and Finance workflow needs, here at the company. The product addresses Incident, Problem, Change, HR Case, Legal Case, Finance Case, and Work Order Management across all Wayfair corporate, field, and supply chain locations. IntegrationHub spokes and Performance analytics are used as part of our ITSM Pro subscription. We have yet to implement Virtual Agent due to the LOE considerations to enable a level of maturity which MoveWorks Virtual Assistant currently provides (which places it below other priorities on the roadmap).

Pros

Integrations - very flexible platform to provide information or pull information onto the platform
Custom App Builds - ability to create new applications from scratch all while protecting the scope via application scope partitioning.
Many out of box tools are provided for admins/developers to solve problems. Including out of box widgets for the service portal (front end employee support portal)

Cons

Providing admins/devs with easier mechanisms for providing businss stakeholders with self-service admin capabilities across the platform
Tutorials on how to be the best at reporting in servicenow
Guided tour functionaltiy is a bit rigid and could use more workflow capabilities
Making it easier to push form variables to the user so there is more context when providing an approval. The out of box approval UI/form is terrible in my opinion.

Likelihood to Recommend

Well suited:
- Medium to large companies
- When multiple business units are on the platform
- When workflows require collaboration across multiple fulfiller groups
- When integrations are required across many tools

Less appropriate:
- smaller companies, when you have overlapping tools and duplicate software spend for the same functionality

Verified User

Engineer in Information Technology (10,001+ employees)

Vetted Review

8 years of experience

Complete solution for IT service management

Rating: 10 out of 10

Incentivized

April 13, 2022

Use Cases and Deployment Scope

Within our organisation we use the ServiceNow Platform extensively for several important IT service management processes including change management, incident management, problem management and configuration management. We also make use of additional modules for enterprise application management and service design. We are in the process of implementing a further module for IT Business Management, to replace an existing in-house tool for project portfolio management.

Pros

Easy to use, user-friendly interface
Customisable field names, workflows, approval gates etc.
Mobile application available

Cons

New users may be overwhelmed with the number of forms and modules at first
A few workarounds may be required to achieve more complex customisations
Occasional bugs

Likelihood to Recommend

Specific scenarios include where an organisation is looking to implement a platform to handle all of their IT service management processes including change management, problem management, incident management, configuration management etc. It can also be used alongside a customisable front-end to provide end-user services, for example, a service catalogue to enable users to order specific IT services internally.

Verified User

Analyst in Information Technology (10,001+ employees)

Vetted Review

3 years of experience

ServiceNow Now a product to manage your digital workflows

Rating: 8 out of 10

Incentivized

April 12, 2022

Use Cases and Deployment Scope

ServiceNow Now is the internal ITSM tool used by the company to resolve day-to-day requests/incidents of all the employees. It has been modified as per the company's requirement and integrated into the one login of the company for a single sign-on.

Pros

Log service requests
Manages Incidents
Maintains a Knowledge database

Cons

Tracking of records can be done differently and in a much better way.
The basic GUI if not modified is a complex one.
Requires a lot of modification to make it easier for ones requirement.

Likelihood to Recommend

Using it in the application support team is worth it as it is capable of carrying a lot of information. But using it for a Service Desk operation might not be of much use as it won't be used up to its full potential and will be costly as compared to other alternatives available in the market.

Varun Dhingra

Team Lead in Customer Service at Telus International (5001-10,000 employees)

Vetted Review

4 years of experience

ServiceNow tool

Rating: 9 out of 10

Incentivized

April 11, 2022

Use Cases and Deployment Scope

It is the easiest Ticketing and issue Tracking management system. I can see the details from the originations, the impact caused by the Bug, and the Changes made by the technical team members. Finally how the issue got resolved by the Tier-3 support team. A proper way to follow ITL Management.

Pros

origination of the errors or Bug
What troubleshooting were done by Tier-1 or Tier-2 support team. Any logs got attached to review
What changes so far were made by technical team.
Whether the required changes got approved by CAB

Cons

Sometime it is difficult to reopen some closed ticket for escalation.
Sometimes it is not easy to read the latest updates via email attachments without opening the client tools
I feel sometimes the context gets too long to follow. it contains too many details logs. This is not bad but sometime in the rush could get a little overwhelm.

Likelihood to Recommend

It can handle a massive load of data without any traffic issues compared to Jira or another ticketing system. Very easy to see who already read the tickets which was not a features with other ticketing system what I have used in past. It is also easy to add or drag any attachments. Which also help for our change management process.

Prad Das

Data Architect in Information Technology at University of Minnesota (10,001+ employees)

Vetted Review

3 years of experience

View profile

ServiceNow for All

Rating: 8 out of 10

Incentivized

April 7, 2022

Use Cases and Deployment Scope

I run a Managed Service for over 250 clients. The clients use ServiceNow for Incident, Problem, Change, Releases, Configuration Management, Service Requests, and process automation. We are starting to deploy Discovery, Software Asset Management, and Hardware Asset Management.

Pros

Incident Management
Change Management
Service Requests

Cons

Clean integration with multiple platforms - Integration Hub to address but not mature
Extraction of data to external source for reporting
Technical debt - ServiceNow allows unlimited customization

Likelihood to Recommend

ServiceNow has the ability to create custom metrics to track user activity to ensure you are able to create comprehensive reports. This becomes vitally important when you want to track a previous and current value in a field to show transition. ServiceNow has significant messaging around citizen developers or low code development. We continue to struggle with how this would work in a larger enterprise where we have very strict application lifecycle management.

Jeff Lowenthal

Service Management Portfolio Lead and Enterprise Architect in Information Technology at Accenture (10,001+ employees)

Vetted Review

8 years of experience

View profile

ServiceNow Now Platform - complete solution for Change, Asset & Incident Management

Rating: 10 out of 10

Incentivized

April 7, 2022

Use Cases and Deployment Scope

We use ServiceNow Now Platform for IT Service & IT Operations Management primarily. We have a variety of products that we offer to our customers in the form of Software as a Service (SaaS) and Product as a Service (PaaS) model. This essentially means we have different releases, hotfixes, consultancy based adhoc enhancements that needs to be pushed to various environments for variety of reasons. ServiceNow tremendously helps us record & track these changes using customized workflows that perfectly aligns with our needs. Incident Management is another big area that we track and report using ServiceNow. Needless to say ServiceNow has become a very integral part of the organization's workflow.

Pros

Change Management
Incident Management
Asset Management

Cons

We use ServiceNow for a wide variety of tasks within the organization and we currently do not see any shortfall. Quite happy with the frequent updates that is made to the platform.

Likelihood to Recommend

Change Management is one area - here we can define custom workflows which makes it easy for users to submit change requests, go through multi-tier approval matrix, change tracking, SLA/KPI based reporting around Change TAT (turnaround time) makes it easy for future planning and course corrections.Incident Management and tracking is another area which ServiceNow handles very well.

Ramprasad Rangachary, PMP®

Product Manager in Information Technology at Inchcape Shipping Services (1001-5000 employees)

Vetted Review

8 years of experience

View profile

Loading Reviews List....

ServiceNow Now Platform, a tool where you pay for what you get

Rating: 10 out of 10

Incentivized

November 21, 2024

Use Cases and Deployment Scope

Pros

Full API for communication to and from other tools
Following ITIL framework for Incident and Requests
Continued development and new feature releases
Data reporting and analytics

Cons

CMDB is very open ended and finding examples or easy to follow guides for design are almost non existent if not subscribing to other modules to do it for you.
Project module is designed around MS Project with a lot of configuration that is hard to override or change when it doesn't fit your own process model.
Some of the usage licensing can be very difficult to track. There are items that will seem to register against it that shouldn't at times.
Deployment of new features or new modules almost always requires the use of 3rd party partners to do the work successfully.

Likelihood to Recommend

Verified User

Technician in Information Technology (201-500 employees)

Vetted Review

9 years of experience