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4.1 out of 5.0 (120 ratings)

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2 Stars 3 Stars 4 Stars 5 Stars ServiceNow Discovery Application ServiceNow Express ServiceNow Orchestration ServiceNow Service Management CIO CTO Applications Data and Analytics Enterprise Architecture and Technology Innovation Infrastructure and Operations Program and Portfolio Management Security and Risk Management Sourcing and Vendor Relationships Knowledge Specialist System Integrator Analyst Portfolio Manager Communications Construction Education Energy and Utilities Finance Government Healthcare Manufacturing Media Miscellaneous Retail Services Transportation <50M USD 50M - 250M USD 250M - 500M USD 500M - 1B USD 1B - 3B USD 3B - 10B USD 10B - 30B USD 30B + USD Gov't/PS/ED <5,000 Employees Gov't/PS/ED 5,000 - 50,000 Employees Active Filters: 2 Stars 3 Stars 4 Stars 5 Stars ServiceNow Discovery Application ServiceNow Express ServiceNow Orchestration ServiceNow Service Management CIO CTO Applications Data and Analytics Enterprise Architecture and Technology Innovation Infrastructure and Operations Program and Portfolio Management Security and Risk Management Sourcing and Vendor Relationships Knowledge Specialist System Integrator Analyst Portfolio Manager Communications Construction Education Energy and Utilities Finance Government Healthcare Manufacturing Media Miscellaneous Retail Services Transportation <50M USD 50M - 250M USD 250M - 500M USD 500M - 1B USD 1B - 3B USD 3B - 10B USD 10B - 30B USD 30B + USD Gov't/PS/ED <5,000 Employees Gov't/PS/ED 5,000 - 50,000 Employees
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  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Service Management

    Implementation was easy 'out of the box' but more support is needed for customization.

    Overall Comment

    We are still currently integrating this product. we are in the pilot phase and so far so good.

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

    ADFS needs to be fully tested if two-factor authentication is needed.

    What do you like most about the product or service?

    ease of use.

    What do you dislike most about the product?

    ITIL licensing model.

    What one thing do you wish the vendor did differently?

    assist with ADFS configuration.

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

    i would not do 'out of the box' implementation but take little longer with customization/configuration.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Express

    Implementation was a breeze, as long as you can live without some Enterprise features.

    Overall Comment

    Product gave us what we were expecting. Only reason it wasn't a 5 is because there are some features that seem should be included in their Express version but are only included in their enterprise version. Great product and great support group backing it. easy to use and get support, when needed.

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

    Before choosing express, make sure you do not require any of the features of their Enterprise product because it could lead to disappointment. Just make sure you understand the limitations of the Express platform and you should be happy.

    What do you like most about the product or service?

    Fast, stable, and intuitive.

    What do you dislike most about the product?

    Limitations of the scriptability and automation features, but those were expected.

    What one thing do you wish the vendor did differently?

    I wish the vendor handled the data migration, rather than just giving pointers on how to do the data migration (from the previous product).

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

    Nothing really. We got what the sales people promised the product would do. If anything, it would be to give more time. We implemented in about 60 days because we were anxious to get off of our previous solution. 90 - 120 days would have been ideal for an organization our size.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Service Management

    Easy to implement and learning on the go

    Overall Comment

    It was a challenge initially to get details of the product suite, but with a new accounbt management team, it has been a great experience.

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

    Get a good understanding of the product modules and suites

    What do you like most about the product or service?

    Ease of implementation and use; Customization features.

    What do you dislike most about the product?

    Nothing to dislike, but a clear idea of modules would be helpful

    What one thing do you wish the vendor did differently?

    Assigned a good Account Manager

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

    Understand the features of the product suites and have a good understanding of all modules included in the product.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Service Management

    There is so much you CAN do, that it's easy to lose sight of what you SHOULD do

    Overall Comment

    Tools were less than half the battle; this one is all about internal IT people and processes

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

    Stop asking what "can" be done and focus on what "should" be done. Integrate and federate. Do not use this product for customer-facing engagement; it's not ready out of the box or even with light customization. Look at emerging products like HP Propel that are agnostic and more customer-oriented.

    What do you like most about the product or service?

    Extremely rich features for IT resources, high degree of configuration

    What do you dislike most about the product?

    Usability for customer/s

    What one thing do you wish the vendor did differently?

    Explained/expressed more deeply that a customer-facing experience was required to be built or purchased

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

    Increase consultative engagement, adopt program management structure, acknowledge extensive cultural change required to minimize customization, acknowledge this tool is not for customers (even with extensive customization)


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Service Management

    Solid Tool for Waterfall...Requires some customization

    Overall Comment

    ServiceNow PPS (SNPPS) is a good suite with a strong connection to the Demand Management and System Development Life Cycle (SDLC) applications. There are numerous vendors available in the Vendor Ecosystem for consulting services, many of which are greater experts than ServiceNow (the company) vendors themselves! The caveat with SN PPS is the fact that only in the last two versions (Fuji and Helsinki) has the PPS tool become anywhere close to being usable out of the box. Unless an organization is starting from scratch in terms of having now existing Project Management processes, there will no doubt be customizations required.

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

    Be willing to make the minimal amount of customizations out of the box and start using the application quickly, then perform customization based on the gaps found. Do no avoid the need for good notifications (emails) for project updates and ensure this is configured before the first release.

    What do you like most about the product or service?

    Connection to other IT Service Management components is the primary strength, e.g. connection to Change Mgmt, Demand Mgmt, Ideation, SDLC, etc. The second strength is the robust customization available for those willing to invest the time or resources to do it.

    What do you dislike most about the product?

    The interface is not aesthetically appealling, there are no "wizards or workflows" that are easily deployed out of the box (like competitors), and it can be a challenge to link PPS to other applications that are not already linked.

    What one thing do you wish the vendor did differently?

    Do not overhype the product. Be clear on the limitations in comparison to other, more well established PPS vendors such as Project Insight or Innotas. Not everything should be "thats on the roadmap" as an answer, just be clear about what would need modification and how much work that will be.

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

    Ensure that PM processes are well documented and a strong list of requirements are generated up front, prior to development. Our organization generated too many requirements and did not focus on the minimal amount needed to get the application available for deployment. As a result, the "excitement" in rolling out the tool was delayed and we lost momentum when it came time to utilize the application.


  • 5 out of 5.0, Reviewed

    Product(s): ServiceNow Discovery Application, ServiceNow Orchestration, ServiceNow Service Management

    Implementation was easy and Efficient

    Overall Comment

    Great support, technology visionary.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Orchestration, ServiceNow Service Management

    Excellent security posture and vendor support

    Overall Comment

    Vendor support and issue resolution times are excellent.

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

    Make sure you fully understand how changes to a highly customizable platform like ServiceNow will affect your compliance (ex. 508).

    What do you like most about the product or service?

    Flexibility and customization

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

    Start sooner with defining comprehensive RBAC.


  • 5 out of 5.0, Reviewed

    Product(s): ServiceNow Service Management

    Implementing a Service Management tool

    Overall Comment

    ServiceNow was very engaged even thought we contracted with a 3rd party.

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

    Take things out of the box and see how they meet your processes. Modify according to your company needs.

    What do you like most about the product or service?

    It's a very intuitive product with so much flexibility. All their upgrades have been pretty darn seemless.

    What do you dislike most about the product?

    I do not care for the Demand and Resource Management module. It is very confusing and not intuitive. Reporting is also very combersome.

    What one thing do you wish the vendor did differently?

    I really can't think of anything.

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

    Find a 3rd party vendor with years of experience, not so new to the game.

    Product capabilities - overall comment

    Would be comletely except the RM and Demand modules.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Service Management

    Over incident free.

    Overall Comment

    Vendor was willing to work with our needs on certain requirements and deadlines.

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

    Ask questions and go slow.

    What do you like most about the product or service?

    Cloud, speed, and agility of product.

    What do you dislike most about the product?

    Cloud...if network is down, SLA is shot.

    What one thing do you wish the vendor did differently?

    All seems fine. (Nothing)

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

    All seemed to go very well, perhaps creating some of the modules and work request approvals at rollout could have saved a small amount of time? Yet this is an ever changing and moving target over the life of the product so it is hard to really think of all that will be needed in the future.


  • 3 out of 5.0, Reviewed

    Product(s): ServiceNow Service Management

    Deployment was fairly easy, but Customers adopting change was difficult

    Overall Comment

    Vendor was very knowledgable and steered us away from deploying too many changes to the environment that would have caused us issues and downtime.

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

    Focus on your Self Service Portal more than anything else.

    What do you like most about the product or service?

    How easy the product is to configure and move, also the upgrades are easy .

    What do you dislike most about the product?

    Licensing and the cost around the different modules. They have great modules but are very expensive.

    What one thing do you wish the vendor did differently?

    Deploy a better Self Service Portal

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

    Release the modules in a staged approach.


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(100)
3.9

Ability to understand your organization's needs

(114)
3.9

Timely and complete response to product questions

(114)
4.2

Pricing and contract flexibility (pricing and terms)

(98)
3.4
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(116)
3.9

How long did your deployment take?

3 - 6 months (<6)

0 - 3 months (<3)

6 - 9 months (<9)

12 months or more

9 - 12 months (<12)

I don't know


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

(102)
3.9

Ease of integration using standard APIs and tools

(103)
4.0

Quality and availability of end-user training

(110)
3.8

Ease of deployment

(114)
3.9
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(115)
4.1

Did you purchase a support package from the vendor?

Yes

No

I’m unsure


Timeliness of vendor's response

(108)
4.1

Quality of technical support

(105)
4.1

Quality of peer user community

(100)
4.3
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(118)
4.3

Incident and Problem Management

(115)
4.5

Change, Configuration and Release

(109)
4.3

Self-Service/Request Fulfillment

(111)
4.2

IT Knowledge Management

(102)
4.0

Reporting and SLA Management

(106)
3.8

Process and Workflow Design

(102)
4.1

Data Source/ITOM Tool Integration

(90)
3.8
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Functional Assessment

Executive Sponsor

Vendor/Product Selection

Technical Assessment

Vendor Management

Application Lead

Development/Integration

Rollout and Install

Maintenance and Support

User Training

Other...


What other vendors were considered?

BMC Software

Hewlett Packard Enterprise

CA Technologies

Microsoft

Cherwell Software

IBM

ServiceNow

Heat Software

SolarWinds

Zendesk

Landesk

ManageEngine

SAP

Spiceworks

Atlassian

HEAT Software

SysAid

Axios

Cisco

HelpSTAR

Solarwinds

Easy Vista

Freshdesk

Hornbill

IssueTrak

LANDESK

Omnitracker

OTRS Group

Sunview Software

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve customer relations/service

Improve business process outcomes

Improve business process agility

Improve compliance and risk management

Enhance decision making

Cost management

Reduce time to market

Drive innovation

Improve supplier or partner relations

Drive revenue growth

Other...


What were the key factors that drove your decision?

Product functionality and performance

Product roadmap and future vision

Strong services expertise

Breadth of services

Strong customer focus

Overall cost

Strong user community

Strong consulting partnership

Pre-existing relationships

Financial/organizational viability

Other...