ServiceNow

Pros

It's ITSM features are strong and robust. It also allows for wide customization to create your own process flows and manage tickets for almost any internal process your company might have.

Cons

Customizing it too much became a bad practice, it is then too hard to mantain. It lacks support for more native processes (like templates for common processes) so you can minimize custom code.

Pros

It integrates with a lot of other systems and has many other modules that can be added

Cons

If you are a smaller company, the cost is too high to implement.

Pros

Overall ServiceNow has done what it needs for my purposes as an end user. It is the HelpDesk solution I use now and have used it in the past with multiple different companies. I know that to a degree it's highly customized to cater to what it's used for. So my experience is that it gets the job done.

Cons

The thing about ServiceNow I like the least would be the navigation. Now I believe that ServiceNow is customized by each business to a degree, to make it fit their needs. With that being said, I feel that maybe their level of customization/integration could be improved. For instance in my current environment, it works to get everything done correctly on the backend, but is always very tough to follow along tickets and such as an end user. So while this may be more about "the way my company uses it", based on past experiences, it always has felt a bit clunky and hard to navigate.

Pros

When I encounter technical issues at my workplace, I submit tickets using ServiceNow. I access an online form to describe the issue, and the platform tracks the ticket's progress. I can also communicate directly with the technicians responsible for resolving the issue.

Cons

Initially, navigating the ServiceNow platform can be a challenge.

Pros

Easy handling and tracking of raised tickets , incidents.
Very well maintained and customied dashboard for notifications , alerts and information.
Setup , deployment and third party integrations are simple and a minute job.

Cons

This includes a lot of features that require an ample amount of time to understand and proper expertise is needed to customize configurations.

Complex to understand licenses and although its simple but looks outdated.

Pros

I like the automated workflows that can be created for you daily processes. Plus being able to host all the documents in Knowledge base for all to access has been a huge success. Communication between the team has been better and can be done with the process workflows which everything contained.

Cons

Building a new workflow is very intensive and has limitations with customizations. We After initial deployment, the little quirks we would like to address have been hard to follow up on with our implementation team.

Pros

Dashboard creation/customization feature
Layout customization features
Flexibility in data preview
Filters
Tickets logging & documentation
Parent, major, hot pager & critical incident management

Cons

Rare outages
Small loading time, could be a bit reduced i assume

Pros

Their user interface is highly customizable and it doesn't take an expert to figure out how to utilize all the customization features. ServiceNow's ease of use is what puts them on top of competitors.

Cons

Now that we have more products from them, we've found it to be cumbersome to develop integrations within our products. Doing so requires a higher level of expertise, which we outsourced to VAR's.

Pros

It allows a good customization for different workflows, has connectivity to multiple applications and allows creating automated access provisioning flows.

Cons

Company support website and its chat bot are not easy to search through or get relevant information.

Pros

In my organization the automated responses will offer an initial solution, and if not satisfied will put you in touch with a service agent. This is in relation to IT problem solving.

Cons

With erratic internet it may seem like it takes a long time to connect online

Pros

The reporting part of Service now is the best, I have used multiple ticketing tools that does not provide any report assistance after.

The customization of the tool is also nice, it helps you to create an environment that makes you comfortable.

Cons

It takes some time to configure to do what you want in the tool, and to link it to other systems.

Pros

Powerful platform known for its ability to streamline IT service management and automate business processes. It has a user-friendly interface that enhances productivity by allowing users to easily navigate and access features. Additionally, its customizable workflows and reporting tools provide valuable insights, enabling organizations to make data-driven decisions.

Cons

The platform can be overwhelming for new users, requiring significant training to fully leverage its capabilities. Implementation can be time-consuming and costly, which may not suit smaller organizations with limited budgets.

Pros

Its ability to be completely customizable. With its only limit is your ability and imagination.

Cons

Sometimes it can be to customizable. It can be challenging to solve a solution when it has to be built from scratch if the system does not already include it.

Alternatives Considered

Reasons for Switching to ServiceNow

Pros

ease of identifying issues, categories, options

Cons

Speed of responses often delayed or underserved

Pros

It is an easy platform to connect with the various service departments in my company. We have a large company with many departments so this software makes it easy to access the help I need.

Cons

Some of the organization of ticket numbers makes it hard to find previous tickets. Could be more consistent/have information displayed better in a more accessible way

Pros

Lots of feature that were pretty great.

Cons

The clunkiness of the product was discouraging. I wish the mobile app was worthwhile but it was very difficult to use.

Pros

We used it to speed up our IT ticket process. For example, instead of getting bogged down with emails, staff could log issues directly, and our team could respond faster.

Cons

It took some time for the team to learn how to set up the workflows properly.

Pros

ServiceNow is a very usefull tool in my everyday work. With ServiceNow I open and monitor tickets.

Cons

The UI experience is not so "modern". Maybe an upgrade is better

Pros

All-in-one product for the organization's digital transformation. ServiceNow offers a variety of solutions for ITSM, ITAM, ITOM, CMDB, HR, etc.

Cons

ServiceNow doesn't provide a free trial period. The license cost may seem expensive as well as annual fee for developers/administrators/architects to keep their certification valid.

Pros

It's great with IT Service Mgmt and a great communication tool

Cons

Pricing is quite high and learning curve steep

Pros

It automatically routed service requests to the right team, speeding up our response times significantly.

Cons

It took a while to navigate and find specific features, which slowed down my workflow initially.

Pros

Scales effectively with business growth and allows significant customization to align with unique organizational needs.

Cons

The platform's broad capabilities can make it overwhelming for new users, requiring significant training and expertise.

Pros

Ease of setup and then all the different 3rd party vendors it can integrate into. Makes this an easy sell to any company.

Cons

Have not found anything not to like yet.

Pros

The user-friendly interface and customizable workflows make it easy to use.

Cons

Integration with third-party applications can be challenging at times.

Pros

- Real data easy to update and retrieve even after a long time since the case was closed
- Very clear dashboards, easy to read and visualise performance data
- Queue system easy to implement even in big organisations with complex segmented workflows

Cons

If they could make the interface even more user-friendly it would make be an even better product and would make it easier to train employees on how to use it

Pros

ServiceNow streamlines the complex workflows, in my customer support setup it helped me in creating a proper workflow of issue creation till issue resolution and closure. This saves time and improves productivity.

Cons

While it is a robust solution, it also has a steep learning curve, especially for someone new to IT. This requires separate training sessions for new joiners.

Pros

Services it provides, having everything at one place from ITSM to HR to asset management and a lot more

Cons

Nothing to dislike , it’s a great product with great service.

Pros

The flexibility to customize and automate processes.

Cons

There is nothing I Don't not like about ServiceNow

Pros

Allowing customizations, allowing storing different types of data, multi-purpose.
Easy creation of reports

Cons

When accessing related fields, the creation of reports is sometimes slow. Combining data from multiple tables/sources is not straightforward.

Pros

Dashboard and Reporting
Ticket Management
Customisation
I am in the process of setting up automated ticket creations based on application alerts which will be fantastic.

Cons

It takes a little time to get your head around the reporting element if you have multiple status's. You have to play with the data to get it spot on, but its fairly easy and you will get the hang of it quickly.

Pros

I really liked how it cam integration with other applications and systems. The reports and dashboards really gives good insights to what is going on. It is a brilliant ITSM tool as well as the licensing mechanism.

Cons

So of the out of box examples do not really match up to any of the organization needs. Integration with risk management could have been simpler to show the mapping of business to technical risks.

Pros

Customizable dashboard and workflow automation features helped us be unique and stand out in the MSP business.

Cons

Poorly maintained instances of service now can become bloated and hard to manage.

Pros

Unified IT service management tool with support for customizations and scalability. Used since more than 5 years for Incident management and lifecycle of incidents.

Cons

ServiceNow is bit expensive for smaller organizations or those with limited budgets. Also customizing for specific enterprises is bit time consuming.

Pros

Easy user interface to navigate . You can create customized reports

Cons

performance is slow in some functions like on-call tab

Pros

Servicenow is an integrated service management tool offering the entire ITIL lifecycle at your fingertips. I haven’t used any application which can seamlessly integrate all the processes cohesively as per the organisations requirements.

Cons

Depending on the level of customisation required, servicenow can get expensive to implement.

Pros

I liked that it integrated with the other systems we use like Salesforce and apparently Quick Base. Also, I liked seeing the tracking of comments made, updates to the ticket, questions, etc.. It provided a sequence of events and allowed for document attachment.

Cons

I had no real complaints; it worked as intended and is better than other "ticketing" tools that I have used.

Pros

we can manage incident, task and create change.

Cons

service now Root ticket will create multiple task

Alternatives Considered

Reasons for Switching to ServiceNow

Pros

It was very easy to handle the incidents and task.

Cons

Service now SLA timing track more complexity.

Alternatives Considered

Reasons for Switching to ServiceNow

Pros

●ServiceNow can be customized as per the business needs.
●It can be integrated with other systems & workflows. Along with ticketing system, it is used to keep a track of IT equipments.
● Great automation features & in-built tools.

Cons

● May need integration with other products for complete business solution.
●ServiceNow can be expensive for organizations with limited budget.

Pros

Automated ticket creation with perfect dashboard and report creation customization. Highly integrable product with multiple APIs

Cons

Cost is not suitable for small businesses. Interface is old and laggy.

Pros

1. Easy ticket management , creating and tracking with servicedesk.
2. Can easily connect with JIRA as well to take updates related to development as well.
3. Interface is upto the mark with stability in platform.

Cons

1. There is nothing much for customization according to us.
2. Initially a proper training a timeperiod is needed to get the actual overview of product.

Pros

Customisation for creating ticket submission templates to ensure we're getting the critical information before incidents, requests, or changes are raised

Cons

It can be a bit cumbersome and timely to fill out tickets.

Pros

ServiceNow is the leading ITSM tool in the market. It offers a comprehensive range of features and capabilities that can meet any business needs. It is constantly updated with new versions that bring more innovation and value to its customers.

Cons

ServiceNow is not a cheap option when it comes to ITSM tools. It can be a significant expense for organizations that have limited budgets and need quick results. ServiceNow requires a long implementation process that involves multiple stages and customizations. It also demands a dedicated staff member to maintain and manage the tool effectively.

Pros

I most like the search and filter functions of the ServiceNow GRC tool.

Cons

I don’t think the ServiceNow GRC tool is the most user friendly compared to similar GRC tools such as Archer.

Pros

Versatile platform that can easily integrate into existing workflows/processes, including incoming email messages, to seamlessly launch incidents.

Cons

There can tend to be a lot of "clutter" to sort through with the default version of the incident ticket creation, which can make it difficult for ticket creators/users to filter through the traffic to find relevant updates.

Pros

The most I like about ServiceNow, is that it is easy to use and easy to understand

Cons

The least I like about ServiceNow is that sometimes it takes more time to load, but I guess that is because of my PC

Pros

We can create reports on whatever filtered list data we want

Cons

The application is sometimes very slow, updating status of any ticket sometimes take alot of time.

Pros

Very easy to use. Can be utilised with low knowledge on the application but also offers in-depth features that really benefit your service.

Cons

Not all features are available with the base packages, you need to buy more and more to unlock the full service

Pros

For our industry, keeping the lights on is important. Using service now as a front door to operations management was a big improvement over spreadsheets and loose paper. Taking an approach of automation and routing first to improve our customer Service improved stakeholder relationships dramatically.

Cons

Cost, it is not equitable for small businesses. It is cost prohibative at times but we are trying to make it work.

Pros

Easy to maintain, good user experience, user interface

Cons

Nothing really, satisfied with all the features