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We have aggregated ratings data on ServiceNow but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Project Portfolio Management

    Needs additional features and functionality to be truly effective.

    Overall Comment

    Excellent, flexible reporting. Fairly rapid response for inserting new features and functionality.

    What one piece of advice would you give other prospective customers?

    Look at whether or not the tool can support all the needs of the entire project lifecycle. Understand the amount of integration with portfolio management and project management it can support. Look beyond its nice user interface and reporting capability.

    What do you like most about the product or service?

    Reporting functionality.

    What do you dislike most about the product?

    It still only handles a portion of the PM Lifecycle. It only handles current and history, but not forecasting.

    What one thing do you wish the vendor did differently?

    Allows for forecasting and get beyond ITIL/transactional-style PM.

    If you could start over, what would your organization do differently?

    Look at how the tool would support project management in a more holistic way. The tool was sufficient only to support a transactional form of IT project management, but it really should have been able to support multiple project workflows, and definitely needed to support forecasting, as opposed to only current view and history. Better from the get-go.

    Product capabilities - overall comment

    improving, but still a lot to grow.

    Service & support - overall comment

    I'm an end user, not a tool support specialist.

    Integration & Deployment - Overall comment

    Unable to comment.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Project Portfolio Management

    Customer oriented organization, need to help customers be more strategic with implementation

    Overall Comment

    ServiceNow is a good product. They are a great company to work with and they listen to their stakeholders regarding continual improvement. I would have preferred to have a more vanilla implementation rather that a "we can configure whatever you need". With reflection, I would have liked a more generic process that all departments conform to.

    What one piece of advice would you give other prospective customers?

    Keep it simple. Do out of the box implementation.

    What do you like most about the product or service?

    the ease of implementation, that it is a platform and it is expandable.

    What do you dislike most about the product?

    still immature PPM product.

    What one thing do you wish the vendor did differently?

    Pushed for us to use it as it was built, and not try to sell us on the capability of the product to be configured/customized.

    If you could start over, what would your organization do differently?

    I will be looking at doing a review/audit and making our processes more vanilla and clean up our data.

    Service & support - overall comment

    great customer service.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Project Portfolio Management

    "ServiceNow, now a PPM solution leader

    Overall Comment

    Implemented the product too long ago.

    What one piece of advice would you give other prospective customers?

    It is not as simple as just enabling the next module.

    What do you like most about the product or service?

    Range of services in ITIL capabilities.

    What one thing do you wish the vendor did differently?

    Be more supportive in adoption help, had to hire an ex-SN person to help implement, turn-on and integrate the various modules.

    If you could start over, what would your organization do differently?

    Choose a tool that focused on PPM.


  • 3 out of 5.0, Reviewed

    Product(s): ServiceNow Project Portfolio Management

    Easy to configure and simple interface

    Overall Comment

    We selected this tool because we are going to be using the ITSM module as well. We found it to be a little immature and had to customize some basic things like budget base lining, cost management, communication planning and a few others. However, the potential of using the PPM solution fully integrated with our ITSM processes and CMDB was extremely appealing. We also noticed that ServiceNow is putting a lot of effort into maturing the tool and listens to customer feedback. Overall the tool was easy to configure even for the things we needed to customize.

    What one piece of advice would you give other prospective customers?

    The product is not very mature, so be sure you figure out your must have requirements prior to a demo and have them show you that how you would do those things in the tool.

    What do you like most about the product or service?

    Super easy to configure. I feel like it is easy to make quick changes without major time commitment.

    What do you dislike most about the product?

    Some key features missing in the area of cost and budget monitoring.

    What one thing do you wish the vendor did differently?

    The pricing model is not really conducive to how most organizations run projects. ServiceNow should take a relook at that. We ended up having many conversations around how to manage the situation of users who needed to be assigned to tasks but would never enter the tool.

    If you could start over, what would your organization do differently?

    We would spend less time on reviewing best practices before reviewing the requirements. Because PMI sets these standards and we all know them inside and out, a lot of time was spent discussing ITIL best practices for projects that are in line with those standards. It is good to be educated on them, however, we know our organization and what we needed. Also, we should have taken a basic tool class before starting requirements.


  • 5 out of 5.0, Reviewed

    Product(s): ServiceNow Project Portfolio Management

    I can't imagine ever choosing something else

    Overall Comment

    By integrating the project tool with our operation tool we are able to achieve a level of integration that would be impossible with other tools. Great experience with the reps. and engagement through development.

    What one piece of advice would you give other prospective customers?

    Consider the overall benefit to leveraging data outside of just PPM. This tool is really a one-stop-shop for executive decision making across all categories of work (not just project)

    What do you like most about the product or service?

    extremely easy user-interface, full integration, clean aesthetic profile.

    What do you dislike most about the product?

    There are almost too many opportunities to customize. This is an issue if you do not have any internal processes in place today to dictate the tool.

    What one thing do you wish the vendor did differently?

    Enhanced training documentation within the release notes.

    If you could start over, what would your organization do differently?

    Do a better job demonstrating the benefits of this tool at the front end and do not treat it like just another PPM change.

    Product capabilities - overall comment

    Hits the mark across demand management, resource management, project management and portfolio management.

    1 of 1 peer(s) found this review helpful.


  • 5 out of 5.0, Reviewed

    Product(s): ServiceNow Project Portfolio Management

    Highly configurable (reduces or eliminates customization). Great partner.

    Overall Comment

    ServiceNow is a growing leader in this space. They work hard to provide the best product. It is so highly configurable (not customized), you can get almost everything you want and need out of the box.

    What one piece of advice would you give other prospective customers?

    Identify your process details prior to implementation.

    What do you like most about the product or service?

    Cradle to grave knowledge of applications - we implemented ServiceNow for IT service management.

    What do you dislike most about the product?

    Licensure costs.

    What one thing do you wish the vendor did differently?

    The small list of items we have is being addressed in the next release. Licensure can be daunting for the entire company.

    If you could start over, what would your organization do differently?

    Use ServiceNow as implementation partner - no 3rd party.

    Service & support - overall comment

    Extremely satisfied.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Project Portfolio Management

    ServiceNow PPM - A key step towards ITSM integration.

    Overall Comment

    The ServiceNow PPM solution is rapidly moving towards a stronger position in Gartner’s Magic Quadrant. While the solution is not the most robust or comprehensive when compared to other PPM tools, the ability to integrate PPM with Asset Mgmt, Configuration Mgmt, Service Requests, Financial Management, Executive Dashboards, and other ITSM components were the key differentiators for our decision.

    What one piece of advice would you give other prospective customers?

    Plan to conduct process analysis early, devote development resources to customization, and be flexible on the changing process.

    What do you like most about the product or service?

    CIO Roadmap and Dashboard.

    What do you dislike most about the product?

    Lack of intuitive graphical user interfaces and workflows in PPM to make it easy for project managers to use the software. This is the key advantage of more mature PPM tools.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Project Portfolio Management

    ServiceNow meets the needs of the enterprise.

    Overall Comment

    ServiceNow product is superior to the BMC suite and allows for better integration across products.

    What one piece of advice would you give other prospective customers?

    Determine a SW development implementation plan at the same time as the plan for managing internal services.

    What do you like most about the product or service?

    It provides a full base platform.

    What do you dislike most about the product?

    Licensing arrangement.

    What one thing do you wish the vendor did differently?

    None come to mind.

    If you could start over, what would your organization do differently?

    Train SW development staff at the same time as the ITMS staff.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Project Portfolio Management

    Efficient End to End Service management

    Overall Comment

    Skilled and competent, strong partnerships with strategic vendors for high-quality implementations.

    What one piece of advice would you give other prospective customers?

    Have a combined app and infrastructure (DevOps) strategy for enterprise solution.

    What do you like most about the product or service?

    End to end integration from service strategy to operations- major productivity impact across the organization working on business projects.

    What do you dislike most about the product?

    Availability and cost of training.

    What one thing do you wish the vendor did differently?

    Work more closely with Gartner on magic quadrant for service management.

    If you could start over, what would your organization do differently?

    Attain buy-in from applications side of IT for end to end use from service strategy to service operations.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Project Portfolio Management

    Toolset is quite more complex than our expectations.

    Overall Comment

    It replaced a simpler toolset, but have complexities of it's own.

    What one piece of advice would you give other prospective customers?

    Check with other customers to glean perspectives.

    What do you like most about the product or service?

    Centralized information-one source of truth.

    What do you dislike most about the product?

    Complexities in screens (resource management).

    What one thing do you wish the vendor did differently?

    Reduce screen complexities.

    If you could start over, what would your organization do differently?

    More training to team members.


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(9)
3.9

Ability to understand your organization's needs

(10)
4.0

Timely and complete response to product questions

(10)
4.2

Pricing and contract flexibility (pricing and terms)

(10)
3.4
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(9)
4.0

How long did your deployment take?

3 - 6 months (<6)

0 - 3 months (<3)

12 months or more

6 - 9 months (<9)

I don't know


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(10)
3.5

Ease of integration using standard APIs and tools

(9)
4.1

Quality and availability of end-user training

(11)
3.5

Ease of deployment

(10)
3.8
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(10)
4.1

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(10)
4.3

Quality of technical support

(10)
4.3

Quality of peer user community

(11)
4.5
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(11)
4.0

IT Project Demand Management

(11)
4.5

IT Project and Time Management

(11)
4.1

IT Resource Management

(11)
3.8

IT Project Portfolio Management

(11)
4.1

IT Project Collaboration

(11)
3.4

Reporting Services

(10)
3.8

Security and User Management

(10)
3.8

IT Program Management

(10)
3.6

Integration

(9)
4.4

Usability

(10)
4.1
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Executive Sponsor

Functional Assessment

Development/Integration

Vendor Management

Maintenance and Support

Technical Assessment

User Training

Application Lead

Rollout and Install

Vendor/Product Selection

Other...


What other vendors were considered? Multiple responses allowed.

Microsoft

Innotas

Planview

CA Technologies

Changepoint

Oracle

SAP

ServiceNow

Clarizen

Hewlett Packard Enterprise

Teamwork.com

UMT360

Upland Software

Other...


Why did you purchase this product?

Create internal/operational efficiencies

Enhance decision making

Improve business process agility

Improve compliance and risk management

Improve customer relations/service

Improve supplier or partner relations

Cost management

Drive revenue growth

Improve business process outcomes

Reduce time to market

Other...


What were the key factors that drove your decision for selecting the vendor?

Better, faster decisions

Make better insights available to more people

Reduce external IT costs

Customer satisfaction

Link KPIs to corporate objectives

Reduce IT head count

Reduce other non-IT costs

Other...


In which region(s) did your deployment take place? Multiple responses allowed.

North America

Asia/Pacific

EMEA

Europe, Middle East and Africa

Latin America