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it-risk-management servicenow All Markets > IT Risk Management

ServiceNow

4.1 out of 5.0 (17 ratings)

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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 Change and Release Management

    Implementation was good, but took longer than expected.

    Overall Comment

    The product took longer to integrate than expected, but worked well when integrated.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Change and Release Management

    Delivers what was promised. Internal ownership needed.

    Overall Comment

    the product provides a baseline funcionality, but does requires customization and dedicated administrators to fully utilize in your business unless you can start your process flow from scratch.

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

    Fix your processes first. Software just propagates process problems faster.

    What do you like most about the product or service?

    user groups, industry leading templates

    What do you dislike most about the product?

    double edged sword of being customizable. :)

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

    get business buyin on reworking process and business workflows. Avoid customization at all costs.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Change and Release Management, Other...

    Very Flexable software with growing functionality

    Overall Comment

    ServiceNOW is constantly adding features and functionality... they do 2 releases a year with patches. This is all good and they do a pretty good job mainiting any configuration/setting/customizations as you upgrade. We had issues with Knowledge going to Geneva as that module was re-written.. and what we had customized/configured our system to do was not built in so we needed to redo it. I really like the ability to package and promote changes from one environment to another.. Dev to Test to Prod. this works 90% of the time so you do have to be careful but 90% is way better than what most Appliactions offer you.

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

    If you have a smaller shop where team memebers wear multiple hats.. need to be a bit carefull as it can get real clicky navigating between object types. We use the term "Buckets" a lot to describe our SNOW work as it segregates it. It is fairly easy for the person to see all the work assigned to them.. not as easy for a Mgr to see everything assigned to an employee they are trying to manage.

    What do you like most about the product or service?

    Always growing and adding lots of new functionality. Has been very stable and SAS performance has been good.

    What do you dislike most about the product?

    work can be very segmented which is a bit hard for a smaller shop.

    What one thing do you wish the vendor did differently?

    Maybe provide more best practice

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

    Make sure not to over complicate the workflows and test more before going live


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Change and Release Management

    Service Now good incident tracking tool.

    Overall Comment

    I am please with Service Now Cloud. Even on cloud performance good. More generic search capabilities.

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

    Good tool for Incident Management. Will definetly improve the Customer relationship.

    What do you like most about the product or service?

    1) Cloud version works really well. 2) Liked the way the application is developed. 3) Can be veiwed from the Mobile Application.

    What do you dislike most about the product?

    Better historical view for the incident which the user worked on or PCL created by the user.

    What one thing do you wish the vendor did differently?

    Better historical view for the incident which the user worked on or PCL created by the user.

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

    Sending alerts to person who is working on the incident before it escalates to supervisors level.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Change and Release Management, ServiceNow Governance Risk and Compliance (GRC)

    Deceptively Not Flashy But Extremely Powerful and Simple

    Overall Comment

    ServiceNow is a good product for GRC. It is built upon a framework of Platform-as-a-Service. Therefore, it allows us to customize the set up and configuration for our risk and compliance framework. It is simple to use based on the principle of least number of mouse click to get the right information. Comparing to other GRC solutions that we investigated at the time, the effort required to implement and deploy a GRC solution for IT Risk Management and Compliance was far less. The simplicity of ServiceNow differentiated the solution from others that try to build so many functionalities into the tool making it hard to set up and configure for multi-risk and compliance framework.

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

    One should look carefully at the simpliscity of the solution. Bells and whistles impressed people initially. However, once the wow factor wears off, the organization has to live with the solution everyday. Simpliscity and ease of customizing the setup without serious program development would lower total cost of ownership and enables agility.

    What do you like most about the product or service?

    Simplicity. Platform-as-a-Service approach.

    What do you dislike most about the product?

    Pricing model

    What one thing do you wish the vendor did differently?

    Pricing model of ServiceNow is an area that the company could improve upon. While competitive, the lack of pricing flexibility and usage model created additional work.

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

    We would arrive at the same conclusion of selecting ServiceNow and our implementation partner. It was an exhaustive 8 months assessment and evaluation.


  • 5 out of 5.0, Reviewed

    Product(s): ServiceNow Change and Release Management

    A platform I know we can leverage for a decade or more

    Overall Comment

    ServiceNow has been great to partner with and solve our pressing issues through thier solution.

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

    Hire your own SNOW developer(s) - will save time, money and future headaches.

    What do you like most about the product or service?

    How easy it is to integrate into our ecosystem.

    What do you dislike most about the product?

    Being 'newer' than many others out there - not a lot of freely available developers - most of them work at consulting/contracting shops.

    What one thing do you wish the vendor did differently?

    Early on: advise against customization - they know better now as well as this product truly has become a platform.

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

    As an early adopter, we had originally customized our installation a bit too much - and have had to rip out many of those cusotmizations as newer versions became available in order to proceed with the later upgrades. Also as the product matured, many of the shortcomings that did exist have long since been fixed, improved or made irrelevant. Recommend staying closer to the box version as possible and keep your customizations outside of the core.


  • 5 out of 5.0, Reviewed

    Product(s): ServiceNow Change and Release Management

    Implementation was straightforward but we identified a design enhancement for Standard ChM

    Overall Comment

    Excellent support from SaaS vendor and pre-sales team.

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

    Ensure you have your current and future workflows designed and visible

    What do you like most about the product or service?

    Integrates into exisiting platform, excellent response to features and enhancement requests

    What do you dislike most about the product?

    Previous vendor traceability in early implementation of other modules

    What one thing do you wish the vendor did differently?

    NA

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

    NA


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Change and Release Management

    Nice Product requiring little IT support

    Overall Comment

    The product works well, reduces need for IT support personnel. End users like it as well and it performs well. It's fast. Accessing the back end data for internal reporting has proven a challenge because the data is all remote.

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

    ServiceNow is good for organizations with lean IT staff.

    What do you like most about the product or service?

    Very innovative, fast, quick deployment timeframe.

    What do you dislike most about the product?

    Our data sits on their servers that we do not have direct access to.

    What one thing do you wish the vendor did differently?

    Provide easier way to get to backend data.

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

    We would still proceed with ServiceNow. The sales folks say we can easily access the backend data for reports which is not really true but is also not a show-stopper.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Change and Release Management

    Powerful out of the box, but some customization still required

    Overall Comment

    Out of the box, the ServiceNow Change and Release management suite offers extensive functionality. In our case, the instance was deployed as a single instance with a shared service governance model. This meant that process decisions are slower and more complex to accommodate a variety of varying IT business units. The software has a weakness in this area without some customization to allow change management workflows to be triggered, offering the needed flexibility.

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

    Develop an indealistic future-state process, but do not be worried that some of the previous process comes along. There are many good processes and habits in place, typically, that should not be overlooked, and which solve a business problem. With this in mind, focus on process first, but do not be stuck at process and move forward even if all of the answers are not apparent.

    What do you like most about the product or service?

    Flexibility through customization is the greatest strength of ServiceNow. If you dont like how it is working today, it can become whatever it is needed to be.

    What do you dislike most about the product?

    The user interface is unintuitive and somewhat rigid. Most IT users complain about usability. Development in the GUI should be more "drag and drop" to avoid so much dependence on development staff.

    What one thing do you wish the vendor did differently?

    We did not engage a vendor for implementation assistance. The list of enhancements for Change and Release management is too long to mention here and probably not fair to the vendor since it all depends on the IT business unit. ServiceNow is an extremely flexible tool and can become just about whatever it is needed to be with enough development support.

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

    Create better process governance guidelines and decision-models for developing change management process to avoid stifling the process when disagreement occurs.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Change and Release Management

    ServiceNow Review

    Overall Comment

    Experience was good

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

    Do as much research as possible.

    What do you like most about the product or service?

    Great framework that integrates well with a large number of applications.

    What do you dislike most about the product?

    Too many new releases

    What one thing do you wish the vendor did differently?

    More requirements gathering.

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

    Delay Upgrade to newest version

    Service & support - overall comment

    Great


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Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(14)
4.0

Ability to understand your organization's needs

(15)
4.1

Timely and complete response to product questions

(15)
4.2

Pricing and contract flexibility (pricing and terms)

(13)
3.7
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(17)
3.9

How long did your deployment take?

6 - 9 months (<9)

0 - 3 months (<3)

3 - 6 months (<6)

12 months or more

9 - 12 months (<12)

I don't know


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

(12)
4.3

Ease of integration using standard APIs and tools

(13)
4.1

Quality and availability of end-user training

(15)
3.9

Ease of deployment

(13)
4.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(15)
4.3

Did you purchase a support package from the vendor?

Yes

No

I’m unsure


Timeliness of vendor's response

(14)
4.4

Was the support package worth it?

Yes


Quality of technical support

(14)
4.2

Quality of peer user community

(15)
4.5
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(17)
4.3
Section
1

Additional Context

What was the nature of your involvement? Multiple responses allowed.

End User Computing Stakeholder

Application Lead

Executive Sponsor

Implementation, Maintenance or other IT support

Vendor Management

Vendor/Product Selection

Analytics User

Business Analyst

Development/Integration

End User Support Manager

Functional Assessment

Data Scientist

Data Steward

System Administrator

Technical assessment

User Training


Why did you purchase the software or service? Multiple responses allowed.

Improve business process outcomes

Create internal/operational efficiencies

Improve business process agility

Improve compliance & risk management

Improve customer relations/service

Enhance decision making

Drive innovation

Cost management

Improve supplier or partner relationships

Other...


What were the key factors that drove your decision? Multiple responses allowed.

Product functionality and performance

Product roadmap and future vision

Breadth of services

Strong user community

Financial/organizational viability

Strong customer focus

Strong services expertise

Overall cost

Pre-existing relationships

Strong consulting partnership


In which region(s) did your deployment take place?

North America

Europe, Middle East and Africa

Latin America

Asia/Pacific