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operational-risk-management servicenow All Markets > Operational Risk Management

ServiceNow

4.0 out of 5.0 (6 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): Other...

    Initial release is good but awaiting Geneva release and other functionality.

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

    Be clear on the scope.

    What do you like most about the product or service?

    Scalability.

    What do you dislike most about the product?

    Some plug-ins not available.

    What one thing do you wish the vendor did differently?

    Nothing.

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

    Better define our internal requirements.


  • 4 out of 5.0, Reviewed

    Product(s): Other...

    The system is flexible, but it requires a lot of tailoring by an experienced business and risk professional.

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

    Don't confuse IT GRC with GRC. The ServiceNow application only focuses on IT GRC which is only 5% of the overall operational risk governance.

    What do you like most about the product or service?

    Its easiness to use.

    What do you dislike most about the product?

    Its lack of reporting ability

    What one thing do you wish the vendor did differently?

    Better reporting functionality.

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

    I would be the admin as well.


  • 5 out of 5.0, Reviewed

    Product(s): Other...

    ServiceNow GRC has made compliance efforts for my organization easier to manage, execute upon and monitor, saving us time and money.

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

    During implementation identify opportunities to automate controls within ServiceNow. Control automation points do not need to be complex for example creating required fields for data that controls rely upon, setting up business rules or leveraging workflows for performing review and approvals. Automated controls have a lower failure rate vs manual controls.

    What do you like most about the product or service?

    GRC makes it easy to identify opportunities for controls consolidation and automation. Whereby reducing the occurrence of manual processes and controls.

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

    Engage control owners upfront in design and implementation activities as their knowledge will help to identify opportunities to automate controls and they will become advocates of using GRC.


  • 4 out of 5.0, Reviewed

    Product(s): ServiceNow Governance Risk and Compliance (GRC)

    Customization was easy.

    Overall Comment

    Good support staff.

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

    Check out reporting capabilities first.

    What do you like most about the product or service?

    Easy to use.

    What one thing do you wish the vendor did differently?

    Better dashboard reporting.


  • 4 out of 5.0, Reviewed

    Product(s): Other...

    Took us from the dark ages to being able to monitor, measure and assure compliance in one bold stroke

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

    If you have ServiceNow this is a no brainer.

    What do you like most about the product or service?

    Ease of use and integration of platform.

    What do you dislike most about the product?

    Better testing of releases.

    What one thing do you wish the vendor did differently?

    More controls on releases.

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

    Nothing - did everything we needed to do.


  • 3 out of 5.0, Reviewed

    Product(s): Other...

    The GRC module needs to mature to meet our requirements.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(6)
3.5

Ability to understand your organization's needs

(6)
3.7

Timely and complete response to product questions

(6)
3.8

Pricing and contract flexibility (pricing and terms)

(5)
3.4
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(6)
4.2

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)


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

(4)
3.8

Ease of integration using standard APIs and tools

(5)
4.0

Quality and availability of end-user training

(6)
3.5

Ease of deployment

(6)
4.2
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(6)
4.0

Did you purchase a support package from the vendor?

No


Was the support package worth it?


Timeliness of vendor's response

(6)
4.0

Quality of technical support

(6)
4.2

Quality of peer user community

(5)
4.2
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(6)
4.2

Incident Management / Loss Event Capture and Analysis

(4)
4.3

Risk Mitigation Action Planning

(4)
4.3

KRI Monitoring/Reporting

(4)
4.3

Risk Quantification and Analytics

(4)
4.0
1 2 3 4 5
Section
1

Additional Context

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

Functional Assessment

Application Lead

Business Analysts

Implementation, Maintenance or other IT support

Technical Assessment

User Training

Analytics User

Development/Integration

System Administrator

Technical assessment

Vendor Management

Vendor/Product Selection

Analytics Team Leader

Data Scientist

Data Steward

End User Computing Stakeholder

End User Support Manager

Other...


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

Improve compliance and risk management

Create internal/operational efficiencies

Enhance decision making

Improve business process agility

Drive innovation

Improve business process outcomes

Improve customer relations/service

Cost management

Drive revenue growth

Improve supplier or partner relationships

Reduce time to market


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

Breadth of services

Pre-existing relationships

Product functionality and performance

Overall cost

Product roadmap and future vision

Financial/organizational viability

Strong consulting partnership

Strong customer focus

Strong services expertise

Strong user community

Other...


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

North America

Asia/Pacific

Europe, Middle East and Africa