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4.1 out of 5.0 (90 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 Service Management

    ServiceNow has been instrumental in our infrastructure success.

    Overall Comment

    This tool has been insightful into trends and metrics.

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

    Make sure data you import is relevant to your future state of your environment

    What do you like most about the product or service?

    ease of use once you have data imported

    What do you dislike most about the product?

    sometimes is latency can be long

    What one thing do you wish the vendor did differently?

    Vendor did what they were asked to do

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

    Take more time with an initial import of relevant data.

    Service & support - overall comment

    we have premium support so it's been exceptional


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Service Management

    ServiceNow-Rapid Implementation for Product & Services (Project Related) Delivery.

    Overall Comment

    Overall the upgrade from the previous version to the newer version went smoothly. Use of ServiceNow has been with relative ease, speed, and consistency.

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

    If you choose ServiceNow, implement the upgrades as soon as you are capable as an organization and as soon as it is feasibly possible to do so.

    What do you like most about the product or service?

    Variation of possibilities to the usage of the software and easy procurement of the knowledge and ability to utilize the various components offered with the software.

    What do you dislike most about the product?

    We would like it to be a little more customized to our specific requirements as an organization.

    What one thing do you wish the vendor did differently?

    N/A

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

    Upgrade sooner to the newer version, which is more efficient than the previous version.

    Service & support - overall comment

    From my knowledge, as an organization, we have been pleased with the quality of service and support we have acquired utilizing the ServiceNow product and with their level of support and service we have received. Generally speaking, we are happy so far with the products and we continue to upgrade our product as it evolves and further meets the requirements of our organization to help us achieve our goals.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Service Management

    Industry leader Tools, but still developing support and services.

    Overall Comment

    Initial consulting expertise provided during implementation was varied and dependent on the person providing the service. Being an immature company, ServiceNow did not have strong expertise or well-developed methodologies to leverage during the product adoption, implementation and configuration phases.

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

    ITSM tools and processes change the way organizations work. Treat the implementation of a Service Now (ITSM) platform as a formal organizational change mgmt. program.

    What do you like most about the product or service?

    It has changed and transformed our IT operations. It is flexible and a great product.

    What do you dislike most about the product?

    It is still an evolving product with many changes and limited available expertise. Many companies claim to be experts, but the actual number of reliable and skilled resources available is hard to find.

    What one thing do you wish the vendor did differently?

    Undersold and over delivered. Leveraged experts (beyond ServiceNow) during the design stages.

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

    Leverage a third party expert to guide the development, adoption, and implementation process. We would undersell and overdeliver. The effort to configure and properly ensure adoption of new processes and tools is far more complex than advertised.

    Product capabilities - overall comment

    Very strong offerrings. Very flexible.

    Service & support - overall comment

    Good response and helpful advice.

    Integration & Deployment - Overall comment

    The intiial consultation was questionable. Recent work has considerably improved.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Service Management

    Don't just consider cost of the service, factor in implementation costs!

    Overall Comment

    The success of implementation is definitely impacted by the selection of the implementation partner.

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

    Talk to other users of the product to get insight on ways to implement so as to avoid pitfalls.

    What do you like most about the product or service?

    End-user experience

    What do you dislike most about the product?

    Cost of additional functionality

    What one thing do you wish the vendor did differently?

    Need a better-licensing model. Costs can spiral out of control if not managed appropriately.

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

    Spend more time up front setting up the structure and understanding your road map before going down the path of configuring the product.

    Service & support - overall comment

    It's a SaaS so support comew with the product


  • 5 out of 5.0, Reviewed

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

    ServiceNow's team -The best.

    Overall Comment

    ServiceNow team was exemplary in implementation and customer service.

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

    Be thorough in bringing stakeholders in early. Ensure a good roadmap and end result vision is established

    What do you like most about the product or service?

    ServiceNow is the best at overall ITSM

    What do you dislike most about the product?

    More training is needed that other tools

    What one thing do you wish the vendor did differently?

    More tool review

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

    We would take longer to look at long term goals.

    Service & support - overall comment

    Customer service & technical support


  • 5 out of 5.0, Reviewed

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

    Implementation is going smoother than anticipated. Easily integrates w/ infrastructure.

    Overall Comment

    Very good to work with. Knowledgeable about their products and how they will work with our infrastructure. Good communicators, good sense of urgency, and motivated to help and share knowledge.

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

    Work side by side with the vendors and 3rd party resources to learn more quickly what they did to integrate and configure.

    What do you like most about the product or service?

    Gives meaningful insight into how our applications, databases, hardware, and network all interact. This drives quicker resolution of our IT related events.

    What do you dislike most about the product?

    Nothing

    What one thing do you wish the vendor did differently?

    On-site more.

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

    Work side by side with the vendors and 3rd party resources to learn more quickly what they did to integrate and configure.

    Product capabilities - overall comment

    Meets our needs.

    Service & support - overall comment

    I'm not aware of any issues.

    Integration & Deployment - Overall comment

    Ease of configuration.


  • 5 out of 5.0, Reviewed

    Product(s): ServiceNow Service Management,Other...

    Process integration is natural rather than forced.

    Overall Comment

    ServiceNow platform built, rather than bought and integrated. Processes just integrate because the platform is.

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

    Think long and hard before making customizations. ServiceNow makes it easy, but this will put you at risk in the long term, especially on upgrades.

    What do you like most about the product or service?

    Natural integration.

    What do you dislike most about the product?

    Some of the architectural design decisions.

    What one thing do you wish the vendor did differently?

    Strongly advise us to be cautious about customizations.

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

    Change process rather than customise system.

    Product capabilities - overall comment

    Good coverage of IT processes.

    Service & support - overall comment

    Hi Ticket system is responsive and techs are normally able to diagnose. This is true even when it is our custom code at fault.

    Integration & Deployment - Overall comment

    Initial deployment was challenging. Once we reset, the continuous improvement has been very good.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Discovery Application

    implementation was moderate but to architect an enterprise discovery is difficult.

    Overall Comment

    Service Now discovery is client less so it is easier to implement. However need infosec blessing on what type of access the discovery tool can use.

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

    Plan first

    What do you like most about the product or service?

    Both Vertical and horizontal discovery is available

    What do you dislike most about the product?

    Not very open

    What one thing do you wish the vendor did differently?

    Provide more insight into their code

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

    Plan with networking and Infosec teams upfront

    Service & support - overall comment

    Service and Support reasonable

    Integration & Deployment - Overall comment

    Satisfactory

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


  • 3 out of 5.0, Reviewed

    Product(s): ServiceNow Service Management

    Satisfied with the product, but professional services for configuration was poor.

    Overall Comment

    ServiceNow product works well but experienced extremely poor service from the professional services team on the product implementation. Delays, rework, and an unexpected handoff to the 3rd party cause the project to be delayed 6 months. Now at contract renewal point and ServiceNow has added an unjustified 7% increase in licensing costs.

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

    Be aware that once ServiceNow has your business, their concern for customer satisfaction and pricing competitiveness is disappointing.

    What one thing do you wish the vendor did differently?

    ServiceNow does not behave like a partner in a strategic relationship.

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

    I would not hire ServiceNow for configuration work ever again. I'll use Infosys or another skilled 3rd party.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Service Management

    Great tool with a world of options.

    Overall Comment

    Is a great tool only really limited by your imagination of what you want to accomplish.

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

    Do your homework. Have a plan in mind and understand your processes and requirements of the tool before you start implementing. Don’t bite off too much or get scope creep. It’s easy to do.

    What do you like most about the product or service?

    Flexibility in creating what we need. I tell others that ServiceNow is like 'SharePoint on steroids'. You really are only limited by your imagination and what you want to do with the tool.

    What do you dislike most about the product?

    The cost. It is not an inexpensive solution and the more we find ways to use it, the more cost we incur.

    What one thing do you wish the vendor did differently?

    We were relatively new to ServiceNow as was a vendor (relatively speaking). It would have been nice to have more information on what others were doing and 'best practices'.

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

    Nothing really - things went well.

    Service & support - overall comment

    Overall we have good service and support from the vendor. the user Wiki pages are a great help also.

    Integration & Deployment - Overall comment

    Went well. It was a change from our old tool, so always some bumps with a transition, but for the most part smooth and quickly adopted.


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(74)
3.8

Ability to understand your organization's needs

(85)
3.9

Timely and complete response to product questions

(85)
4.2

Pricing and contract flexibility (pricing and terms)

(71)
3.5
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(87)
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.)

(76)
3.9

Ease of integration using standard APIs and tools

(77)
3.9

Quality and availability of end-user training

(82)
3.7

Ease of deployment

(85)
3.9
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(86)
4.0

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(80)
4.0

Quality of technical support

(78)
4.0

Quality of peer user community

(74)
4.4
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(89)
4.4

Incident and Problem Management

(87)
4.5

Change, Configuration and Release

(83)
4.3

Self-Service/Request Fulfillment

(85)
4.2

IT Knowledge Management

(77)
4.0

Reporting and SLA Management

(78)
3.8

Process and Workflow Design

(81)
4.1

Data Source/ITOM Tool Integration

(62)
3.8
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Functional Assessment

Vendor/Product Selection

Executive Sponsor

Technical Assessment

Vendor Management

Application Lead

Development/Integration

Maintenance and Support

Rollout and Install

User Training

Other...


What other vendors were considered? Multiple responses allowed.

BMC Software

CA Technologies

Hewlett Packard Enterprise

IBM

Cherwell Software

Microsoft

Heat Software

ServiceNow

SolarWinds

Landesk

ManageEngine

Zendesk

HEAT Software

SAP

Atlassian

Axios

HelpSTAR

Solarwinds

SysAid

Cisco

Easy Vista

Freshdesk

Hornbill

IssueTrak

Spiceworks

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

Strong services expertise

Breadth of services

Product roadmap and future vision

Strong customer focus

Overall cost

Strong user community

Strong consulting partnership

Pre-existing relationships

Financial/organizational viability

Other...