4.1 out of 5 (155 Ratings)

151 Verified Reviews

ServiceNow Service Management

Overall an easy implementation upgrade from our prior two-version old implementation.

Great support and product training

ServiceNow Service Management

ServiceNow

Greatest tool I've seen for supporting IT Support, and many other asset management features, along with on call scheduling, and many more!

ServiceNow Service Management

So dynamic we don't have the bandwidth to implement all it offers.

ServiceNow is a platform, not just a software application. The product just keeps getting better. Easy to build out.

ServiceNow Service Management

Work with the vendor directly

Working with the vendor has been beneficial and helpful.

ServiceNow Discovery Application, ServiceNow Express, ServiceNow Orchestration, ServiceNow Service Management, Other...

Implemtation was easy, but required a lot more of my time that was hoped.

Overall it was a challenge to work with individuals who were not experienced in areas of process development.

ServiceNow Service Management

ServiceNow offers mature ITSM but lacks responsive and complete cloud service integration

The ServiceNow product is a mature and excellent ITSM, service catalog and workflow manager but our experience was that it lacked a mature cloud provisioning interface that did not allow us to perform cloud service management functions using this tool.

ServiceNow Service Management

ServiceNow for the real world

The ServiceNow team was knowledgable and helpful throughout the challenging implementation. The product works as designed and is becoming a key platform for our ITSM and development initatives.

ServiceNow Service Management

Implementation was a journey

The vendor is technically proficient. The support team is responsive.

ServiceNow Orchestration

Do your homework and you'll see value for your investment

Orchestration requires a clear definition of what will be automated and signoff by all teams involved. Getting agreement in writing can speed up ROI instead of wasting time trying to agree on what can be automated. The ServiceNow Orchestion is a solid product, easy to use and we are able to get timely response and support for our questions and issues.

ServiceNow Service Management

Implementation requires a holistic approach

Some of the implementation specialists seemed to live only in the ServiceNow vaccum and didnt have much patience for integration of other systems. Requirements werent always looked at holistically for the organization. It is critical to have individuals that sit between the developers and the stakeholders that can interpret requirements while also understanding how all the components and peripheral systems work together. Make the best recommendations for the customer based on their needs (known or interpreted) and what technologies are already in place, not just what their tool can and cant do.