ServiceNow on AWS

Our main use cases with ServiceNow  include handling ITSM  tickets such as incidents, service requests, tasks, and root cause analyses. When users encounter issues, they raise incidents through ServiceNow . When users want to add features, they submit service requests through ServiceNow, which are routed to different teams based on the RITM and task number. We also use ServiceNow as a change management and CMDB  tool, where we maintain our IT asset inventory and access knowledge articles. ServiceNow serves as our primary tool for day-to-day ITSM , CMDB , and asset management.

Every user relies on ServiceNow daily for reporting problems, addressing IT infrastructure issues, or requesting access. As IT experts, we use ServiceNow for change management, root cause analysis, and other operational tools. We have worked with a ServiceNow developer to modify ServiceNow forms and integrated those customized forms through the API. ServiceNow is integrated throughout our entire organization.

ServiceNow's best features are its user-friendly interface and high customizability. Users can work with developers to change fields, add custom modifications, and leverage the API-based architecture. ServiceNow is a highly customizable, user-friendly, flow-based tool that is globally accepted.

ServiceNow positively impacts our organization because our complete IT infrastructure depends on it for ticketing, and we continue to improve daily. It enhances user experience and saves users' time. ServiceNow is an IT-friendly tool that improves SLA and customer satisfaction index, which are highly achieved parameters. Improved SLA and customer satisfaction index have increased by twenty percent.

ServiceNow can be improved by implementing auto-assignment rules, enabling knowledgeable suggestions, creating priority-based SLA configurations, and enhancing automation capabilities. If flow designs could be modified so that auto-approved requests can create tasks, this would be beneficial. Additional improvements could include enhancements to the knowledge base, reporting, and dashboards, as reporting is not straightforward. Without substantial knowledge in ServiceNow, generating accurate reports is challenging, and improving reporting functionality would enhance the product.

Needed improvements also include security access enhancements. While ServiceNow is a role-based access tool, enhancing it with zero trust capabilities would be beneficial.

ServiceNow is a stable product. Since it is a cloud-based product, I have not observed any outages, making it very reliable and stable.

ServiceNow is a scalable product because it is API-based and cloud-based. With the correct license and flow configuration, you can work with your developer to integrate many tools with ServiceNow. Customer support is quite good. We first work with the developer team, and if they cannot resolve the issue, we raise a case with ServiceNow. ServiceNow joins the call and provides assistance.

I would rate customer support as nine out of ten because they are very supportive, knowledgeable, and skillful.

We have not used a different solution before. We chose ServiceNow directly because it was the market leader.

We see a return on investment as ServiceNow has saved us time. The flow ensures tickets route to the correct group, reducing IT overhead and resolution time.

Pricing is quite competitive. There is no setup cost since we are using a cloud-based product, and licensing is market-competitive. ServiceNow is available globally at a reasonable price.

I would rate ServiceNow a nine out of ten because it is a strong tool, though some limitations exist. If those limitations can be removed, it will be an excellent product.

I chose nine specifically because of the earlier mentioned issues: reporting complexity, unavailability of zero trust capabilities, and the limited scope of the automation bot. Implementing those features would raise it to a ten out of ten.

If you are looking for a mature ITSM tool that is globally accepted, user-friendly, and highly customizable, I recommend ServiceNow, as nearly nine out of ten organizations use this product. My overall review rating for ServiceNow is nine out of ten.

ServiceNow  is primarily used for IT service operations in our organization to automate workflows and track incidents, requests, and change management in a centralized platform. Our main focus areas include incident management, request management, change management, and server patch deployment approval processes, as there are many processes within change management. Additionally, we utilize ServiceNow  for asset tracking and workflow automation across IT operations.

In our day-to-day operations, users raise requests or tickets for technical issues, and the support team tracks and resolves them. For example, if an employee reports an Outlook issue through a ServiceNow ticket, the particular team will work on that issue. In change management, we manage planned IT changes with approvals and risk assessments, including the server patch deployment approval process. Request management allows employees to request access, software, or hardware through the service catalog, such as requesting VPN access or laptop allocations.

For workflow automation, we use ServiceNow to automate repetitive business processes and approvals, including new employee onboarding approval workflows and employee offboarding workflows. ServiceNow provides excellent tracking capabilities and is very valuable for day-to-day work.

ServiceNow's best features include ticket management, workflow automations, service catalog, reporting, dashboards, and knowledge base. One of the standout capabilities is the ability to automatically route tickets to the correct support team. These features significantly enhance daily work by making it very straightforward for the team.

From the dashboard, ServiceNow provides reporting and dashboard capabilities to track ticket status and SLA performance according to the employee or associate. For example, a manager can view dashboards showing open incidents, resolved tickets, SLA breaches, pending approvals, and team performance. Key features include real-time dashboards, custom reports, SLA tracking, trend analysis, and performance analytics. ServiceNow offers customizable reporting and dashboards to monitor incidents, SLAs, team performance, and service operations in real-time.

Additionally, interactive filters are available with data visualizations that allow us to manage and track open incidents, average resolution time, SLA breaches, and team workload from a single dashboard. ServiceNow offers customizable dashboards, scheduled reporting, and real-time operational visibility for service management.

ServiceNow has impacted our organization very positively, and we are improving day by day. It improves operational efficiency, standardizes processes, and reduces manual work. The platform enables faster ticket resolution through automated workflows, improved service tracking, and better visibility of incidents. Specific outcomes include faster incident resolution for critical P2 incidents, improved SLA compliance, reduced manual workload, and better ticket visibility. The incident resolution time has been reduced from eight hours to four hours after implementing workflow automations.

Although ServiceNow is already powerful, some areas can be improved for better day-to-day usability. UI simplification is necessary as the interface can feel complex for new users who are unable to understand how to use this tool. Customization complexity is also an issue, as advanced workflows may require specialized knowledge. Additionally, licensing costs can be expensive for smaller organizations, as creating complex workflows or custom integrations may require developer support.

Performance optimization is another area needing improvement, as large workflows and heavily customized instances may slow down the tool. Reporting  flexibility can also be improved, as some advanced reporting requires additional configurations.

I have been using ServiceNow for twelve months.

ServiceNow is stable, and stability is a strong point. It is a reliable cloud platform with good uptime and workflow performance, supporting business-critical processes effectively when configured properly. In my experience, ServiceNow is a stable and reliable platform that supports day-to-day IT operations with strong availability and performance.

ServiceNow is highly scalable for small teams to enterprise organizations, managing global IT support operations from one platform. It not only accommodates increased workloads but also supports growth in our organization, making it a very good platform.

Customer support from ServiceNow is good, including documentation, knowledge base articles, community forums, and ticket-based support via the support portal. The platform also offers twenty-four/seven support for customers depending on their plans. Users can raise tickets for platform issues, workflow errors, integrations, or production incidents through ServiceNow's support portal.

I have not used any previous solutions because ServiceNow is the best.

ServiceNow provides strong ROI by automating workflows, reducing manual effort, improving service efficiency, and optimizing IT operations. Automatic ticket routing and approval workflows reduce response time and operational overhead. ServiceNow delivers strong ROI by improving operational efficiency, automating workflows, reducing manual effort, and enhancing service delivery across IT processes.

ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business requirements. Pricing varies depending on modules such as ITSM  and ITOM, and licensing is role-based and module-based. For example, an IT support engineer may require a full filler license, while employees raising tickets may only need requester access. ServiceNow uses a subscription and role-based licensing model with custom pricing based on modules and users. The setup cost depends on implementation scope, integrations, and customization requirements.

Before choosing ServiceNow, I evaluated different platforms and assessed business requirements, ITSM  capabilities, and related factors. ServiceNow proved to be the best option.

I would recommend ServiceNow to organizations looking for a scalable workflow automation platform, especially those needing centralized incident, request, change management, and asset management. For example, a large organization with multiple support teams can use ServiceNow to automate ticket routing, approvals, and service workflows. ServiceNow is a strong choice for organizations seeking workflow automation, service management, operational efficiency, and scalable IT service processes.

ServiceNow is a very strong platform and an excellent choice for any organization that needs infrastructure-related support, such as tracking workflows, incidents, or changes in the environment. This platform is excellent, and its performance is also very strong. I would rate this review at four stars for the overall ServiceNow experience.

I work with ServiceNow 's GRC  solution, specifically IRM. I work with customer applications and a couple of modules in ServiceNow .

Many things within organizations need to be digitized, and since ServiceNow has many products for the enterprise with ready-to-use modules that you can install, it provides a lot of out-of-the-box capability and features. You won't have to customize or do a lot of work. ServiceNow provides a lot of solutions across HR, customer service, and security, which is what we use it for.

Incident response and resolution workflows have out-of-the-box flows. For IT incidents, all you'd have to do is configure a few assignment tools. It's primarily configuration, but they execute it fairly well.

Over the years, ServiceNow has become very standard. I don't use ServiceNow extensively as an end user. We implement ServiceNow for clients as consultants. From what I've seen over the years, the ITSM  processes are now very streamlined and very aligned to what I recommend.

ServiceNow is open and does not restrict you from doing a lot of things. It gives you a lot of flexibility to integrate, build legacy applications, and provides a lot of functionalities.

The productivity features are excellent. Agent workspace and the AI products that ServiceNow is coming up with, such as Agent Assist and virtual chatbots, promote self-service and allow help desk agents to leverage a lot of features rather than reinventing features each time. This does help introduce efficiency.

The first thing is the total cost of ownership. Being a SaaS, you can actually scale up or scale down. Scaling down is not that easy, but you can actually scale up as much as you want. You could start small and then expand, so from an investment perspective, it's more often operational expenses than capital expenses, which organizations appreciate.

For the modules that have been in ServiceNow for more than four or five years, they've been pretty straightforward. Organizations have implemented them, there are a lot of case studies, and a lot of people have shared their investments in terms of time and effort. For the newer modules, it sometimes gets a little complex, but I think it's still fairly easy.

There isn't a lot. To a limited extent, I have a large team, so I'm sure others might be using it differently, but I haven't found a lot of areas for improvement.

Not really. If you had asked this question five or six years back, I would have probably mentioned a few things, but I think ServiceNow is doing pretty well now.

There have been no stability issues so far. ServiceNow is very stable.

There are implementations with pretty old systems where customers tend to struggle a little bit with storage, but otherwise, I think ServiceNow is pretty scalable.

Technical support from ServiceNow is responsive and very good. Their support is what used to be called high support earlier.

I have always worked with cloud solutions.

Typically, it involves engaging with our clients and gathering all the requirements thoroughly, ensuring that the instance has been acquired and there are enough licenses. We have a minimum of three environments: dev, test, and prod. We stay on the latest version of ServiceNow that the client wants. For example, if your requirement is to achieve something as a business imperative, we discuss whether the ServiceNow solution meets that requirement.

I think at least a team of five to six people is needed, including developers, testers, business process consultants, project managers, and all the relevant roles and teams.

You should invest in ServiceNow only if you're looking at a long-term strategy and your requirements are very, very clear. Otherwise, organizations tend to invest in ServiceNow and then lose interest over time, which leads to a loss in ROI on ServiceNow.

Their licensing cost is significant. The pricing is high.

Not all the time. For example, if I take the example of ServiceNow's PPM  product and Varun and Test, which come under strategic portfolio management. When I did this comparison a few years back, I don't know if the pricing has updated now. But what I saw back then was a competing product, Jira , which is an Atlassian product. They were offering better functionalities at one tenth of the price. ServiceNow has a platform strategy, and you definitely have point solutions that are sometimes better than ServiceNow, but I think as a platform, ServiceNow is much better.

I am currently working on a couple of projects. I gave a review rating of eighteen.

I digitize things within an organization, and ServiceNow today has a lot of products for the enterprise with ready-to-use modules that you can install. The out-of-box capability provides a lot of features without requiring customization or extensive work. ServiceNow provides solutions across HR, customer service, and security, which is what I use it for.

Incident response and resolution workflows are handled with ServiceNow. There are out-of-the-box flows for IT incidents that only require configuring a few assignment tools. It is primarily configuration, but they do it fairly well.

Typically, the main steps I take when implementing ServiceNow are engaging with clients and gathering all requirements. I thoroughly ensure that the instance has been acquired and there are enough licenses. We maintain a minimum of three environments: dev, test, and prod. Then we ensure we are on the latest version of ServiceNow that the client wants. For example, if the requirement is to achieve something as a business imperative, we check if the ServiceNow solution meets that requirement. Those are the kinds of things we discuss.

Over the years, ServiceNow has streamlined my IT service management processes to a very standard level. I do not use ServiceNow extensively; we implement ServiceNow, so we are consultants implementing ServiceNow for clients. From what I have seen over the years, the ITSM processes are now very streamlined and very aligned to what I recommend.

What I appreciate about ServiceNow is that it is open. It does not restrict me from doing many things. ServiceNow is very open and gives me a lot of flexibility to integrate and build legacy applications with many functionalities.

The feature that has had the biggest impact on my productivity is the productivity feature itself. I think when used correctly, the Agent Workspace and all the AI products that ServiceNow is coming up with, such as Agent Assist and the virtual chatbot, promote self-service and allow help desk agents to leverage many features rather than reinventing features each time.

I would like to see an improvement in their licensing cost.

Feature-wise, I do not have any features that I would like to see included or enhanced. If I had been asked this question five or six years back, I would have probably mentioned a few, but ServiceNow is doing pretty well now.

I recently experienced ServiceNow and am currently working on a couple of projects.

I have not experienced any issues or hiccups with the stability of ServiceNow.

I find ServiceNow to be scalable. There are old implementations where customers tend to struggle with storage, but I think ServiceNow is generally pretty scalable.

I would evaluate the solution's technical support as responsive and very good. Their support is now what used to be called high support earlier.

For the modules that have been on ServiceNow for more than four or five years, I find the initial setup process pretty straightforward. Organizations that have implemented ServiceNow have shared a lot of case studies and their investments in terms of time and effort. For the newer modules, it sometimes gets a little complex, but I think it is still fairly easy.

I need at least a team of five to six people for ServiceNow, including developers, testers, business process consultants, and project managers, covering all the necessary roles and teams.

The advice I would give to others looking into implementing ServiceNow is to invest in it only if you are considering a long-term strategy and you have your requirements very clear. Otherwise, organizations tend to invest in ServiceNow and then lose interest over time, which leads to not observing the right ROI on ServiceNow.

I find the pricing of ServiceNow to be high and somewhat reasonable. It does not always bring value for my customer's side. For example, when I compared the ServiceNow PPM product to a competitive product like Jira, which is an Atlassian product, they were offering better functionalities at one-tenth of the price. ServiceNow has that platform strategy, and there are definitely point solutions that are sometimes better than the services offered by ServiceNow, but as a platform, ServiceNow is much better.

From the benefits perspective, the first thing ServiceNow brings to my customer's side is the total cost of ownership. Being a SaaS, you can scale up or scale down. Scaling down is not that easy, but you can scale up whatever you want. You could start small and then expand. From an investment perspective, it is more often opex than capex, which organizations like a lot.