Bynet ServiceNow ITSM

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.

My main use case for ServiceNow  is whenever my work starts, we have a scrum call, and in that scrum call, we generally open the ServiceNow  dashboard to check the number of incidents and number of PRBs that are present. We use ServiceNow to track incidents or resolve most of the tickets that were raised by the user and find out the root cause and provide proper analysis. If anything requires a code change, we let the user know and convert that to a PRB and work on it while applying a patch on it.

ServiceNow helps me track and resolve incidents effectively. For instance, recently, we received a ticket where a person was creating an online claim through an online claim submission portal, but when he was creating it, he did not give an appraisal name, even though an appraisal role was created when that claim was created. That is not a procedural logic that we had written. The user raised an incident stating that the logic was created even though he did not mention the appraisal name. When we checked our integration flow, I found out that it was flowing through Evas' integration flow where if collision coverage was not there, then Evas' integration flow would automatically assign an appraisal name. If an appraisal name is there, then an appraisal is getting created. There is no condition to stop. I told this to the user and then the user agreed and we closed the ticket. ServiceNow allows us to talk with the user, and if anything comes up, we reach out to him via Teams or drop a mail or drop a message in ServiceNow while tagging his name.

There are many things that ServiceNow helps us with. When the morning scrum call starts for us, we check the status of that incident, whether it is assigned or it is on hold waiting for the user or on hold waiting for change, depending on the requirement, and decide what and who should handle which incident so that we can reduce the incident count by the end of the day. I have covered everything that we use ServiceNow for in my main use case and how ServiceNow fits into my daily workflow.

The best feature ServiceNow offers is knowing the status of the incident because whenever we do not really need to go inside that incident and check the messages to identify where we are if we are stopping the work midway and starting that work on that incident on the next day. Knowing the status of that incident is really good. Another interesting feature is if an incident is resolved and we close the ticket, it moves away from our dashboard, which allows the user to reopen the ticket if they think that it is not correct and they want to check more into it. Reopening is what I find very helpful for the users so that they do not have to create new incidents or new tickets; they could just continue with the existing ones. It saves us a lot of time just looking at the dashboard.

The dashboard helps me save time because when we have any call or meeting, most of the delivery leads open up our dashboards and check how many incidents are there, give us target incidents, and make sure that if it is more than the target incident, they ask the reason. Finding out the root cause is very easy because if there are multiple incidents with the same cause, we close the incidents and track them under the parent incident. ServiceNow helps us, and it helps the leads as well to check the status of an employee, such as if every team member is working properly or not because we assign it on their name. We know who is working on which incident today and how many incidents a person has closed. It saves us a lot of time when we are doing this.

Since using ServiceNow, our team efficiency and productivity have increased a lot because we have an evening production support standup call where we tell how many incidents each person has solved, which makes it very easy for the leads to check what the person has done throughout the day in my team. Our efficiency has increased.

On average, if we get fifteen or twenty incidents today and we have four team members, we divide it among ourselves and assign each incident to our name. As soon as it is assigned, the workflow starts, and each person works on their individual task rather than working on another. Without ServiceNow, it might be that two developers are working on the same incident, but they might not know that the other person is working. ServiceNow helps us by assigning to that particular developer's name, so that conflicts do not happen between team members. We save a lot of time by making the developers focus on their related tasks and incidents.

I wish ServiceNow already provides us with a visualization format, but that visualization format is not that well developed; its display quality is a little less compared to what its competitors offer in the market, and the pricing and setup cost are also a little expensive compared to its competitors in the market. I wish it was a little cheaper.

I wish that when the incident is resolved, and if the user does not know how to reopen the incident, whenever they try to message in that closed incident, we would not know because that would have moved from our dashboard. I wish there is some kind of feature where it would ask the user if they want to type a comment in that closed incident. It should ask whether they want to reopen or not. That pop-up feature would be really good because it helps the closed incident to reopen and come back to us rather than them creating another incident.

Everything is really good, but I believe ServiceNow should improve the pricing. If they are costing that much, they should not have any server crashes because we occasionally face server kind of issues when we are moving from one environment to another. Server crashes are expected, but we face server crashes, and the price itself is a little high.

I have been using ServiceNow for over a year.

I occasionally face server downtime issues where I cannot open the dashboard itself, so we often contact customer support.

ServiceNow is very scalable because whenever we get an influx in the number of incidents, it takes it in properly and we are able to sort out. It is able to take in most of the input from the user, so ServiceNow is scalable based on our growing demands.

The customer support from ServiceNow is helpful and responsive; we reach out to customer support often many times, and they are pretty responsive. They even showed us the documentation that they have initially provided so that any of the minor issues that we face could be solved instead of always calling them.

I did not previously use a different solution before ServiceNow; from the start, we were using ServiceNow itself, so we did not really use any other product.

My experience with pricing, setup cost, and licensing is that everything was pretty much smooth because my manager has another management team where they deal with the pricing and licensing, setup costs, and everything. Everything was pretty smooth; we never really faced any sort of issues apart from it being expensive.

ServiceNow offers a great return on investment because it saves us a lot of time and increases the efficiency of team members to complete their tickets and work on the PRBs to solve the root cause. Additionally, we can also identify employee activity from ServiceNow, depending on how many incidents they are trying to solve, which saves a lot of time.

Before choosing ServiceNow, my team did not evaluate other options because we knew that this was a good product and it was best in the field, so we proceeded directly with it instead of wasting time searching for it. We went through proper reviews based on other projects' perspectives and moved ahead with this.

My advice to others looking into using ServiceNow is that if a project or if a project member or any person is trying to solve user issues, you should go with ServiceNow because it is an interactive dashboard that a user can understand easily. It also provides proper, meaningful visualizations so that you would know the status of many incidents, how far in the past month, and how many you resolved. This is the best tool that is in the market.

ServiceNow is really good, and while it might be expensive, it is very beginner-friendly as well because even a new joiner or a fresher could easily understand what is going on by just opening the incident and reading the comments. I find its flexible features such as work notes and comments intriguing because work notes are only visible to developers, while comments are visible to users as well. There are many flexible features, and this is a really good product. I would rate this product an eight out of ten.

I use ServiceNow  to manage incident management, change management, enhancements or development needs, and service request management from business users. I use ServiceNow  to manage all incidents, change requests, and service requests to check whether we are performing activities without escalations, acknowledging, assigning tickets, and working tickets according to the priority assigned by business users so that there will be very little chance of any misses in reported issues and to complete tasks within the provided SLAs.

We mostly use ServiceNow for user access requests, approval of workflows, and creating reporting dashboards. One of my recent activities involved automating the process of incident creation in ServiceNow for every job failure received from Control-M . When a job is an important job related to a priority one job, the system automatically creates an incident in ServiceNow. I worked on a job failure related to an audit ID issue. ODS jobs run multiple times a day in our project. For every ODS job triggered, a unique audit ID is created in the audit table. Once the job is completed and its workflow is finished, the audit ID needs to be closed. However, in some cases, due to network issues or server integration issues, the audit ID cannot be closed after the job is completed. If an audit ID is not closed from the previous instance, the next instance automatically fails. An incident was created for me to work on this audit ID issue and automate the process. I used ChatGPT for assistance and created a pipeline in SnapLogic  that connects to the audit table to check whether all audit IDs are closed. This pipeline runs multiple times daily to check audit ID status. If any audit ID is not closed, it automatically triggers a mail alert so I can close the audit ID manually. The Control-M  team created this incident to check on the failure, and later a business user also reported that ODS jobs were failing more frequently due to this audit ID issue. I worked on that and automated the mail integration part from SnapLogic . I have monitored all metrics and SLA resolution metrics while updating work notes daily to inform the user of progress and closing the incident before the SLA is completed after taking confirmation from the user so that there will be no escalations in our project.

For my day-to-day work, I use ServiceNow for incident management, change management, and service request management. My use cases are mostly job failure-related incidents, user access requests, or workflow-related enhancements for service requests for Looker  dashboards, Essbase , or free form reporting tools.

One feature I appreciate about ServiceNow is the SLA notification system. If there are any SLAs that have not yet been met and are completed, for example in our project, when the SLA reaches 60%, I automatically receive an email from ServiceNow indicating that the SLA of a particular incident is at 60%. This allows me to put the incident on hold by taking confirmation from the user or work on the incident as soon as possible to resolve it before any escalation occurs. In this way, there are no issues with the business users in our project. I appreciate how ServiceNow has automated the process of notifying users if SLAs are not met. Additionally, the user interface is very easy to use. If someone is using ServiceNow for the first time, by viewing an incident, they can understand what the incident is, which team it is related to, why the incident was created, the priority, the impact it is creating, and the description. By reading the description and short description, someone can easily understand what type of incident it is. By going through work notes and resolution notes, we can easily understand the current progress. If an incident was resolved one year ago and the same incident is happening now, but the person who resolved it previously has left the team, we can easily go through that incident's work notes and work on the same conditions to resolve the current issue. The history of incidents stored by ServiceNow is something I value.

The SLA integration is particularly valuable. Once any incident or change management meets its SLA and reaches 60%, I receive an email notifying me that the task has been in a waiting period for more than 60% of the time. I then work on that priority to ensure there are no escalations. In this way, ServiceNow helps me manage my tasks based on the priority and impact each incident is having, allowing me to work on tasks in the appropriate order so that it will not impact any reporting or analysis being done by business users. The interface is very user-friendly, and any person with minimal knowledge and no technical background can use ServiceNow.

Without ServiceNow integration into our queue, we might miss some emails. There would be numerous emails from business users, and we would not know the priority of what items to work on immediately and what items we can work on later. Priority-wise checklists could not be maintained properly, and SLAs would not be defined for each incident, which would sometimes result in escalations from business users. With ServiceNow, all incidents, the time we spend on each incident, and the time we take to update notes and resolve incidents are tracked. We can update work notes in ServiceNow so that users can see the current progress. In this way, ServiceNow helps our team.

Productivity has increased since integrating ServiceNow because SLAs have been met in almost 99% of cases. In one or two incidents, the SLA has gone into escalations, but 99% of the time, the SLA has been met, due to which business users have a positive review of our work. Resources cannot be misused, and they are tracking how much time we spend on each incident. I believe that because of ServiceNow integration, the tracking and working on incidents because of the defined SLAs have enabled us to work effectively.

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good.

The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

I have been using ServiceNow for the past one year.

Recently, I wanted to add a new DL to our ServiceNow queue and reached out to customer support. Within a few hours, they contacted us back and deployed the new DL and added new members so that incidents could be assigned to them. I have already mentioned the SLA emails we receive when SLAs are reaching 60%. Customer support has helped us with these two things recently. I think the customer support is very good for ServiceNow. The documentation part is easy for simpler tasks, but for some complex features, the documentation needs to be updated properly.

ServiceNow is mostly user-friendly, and any person with no technical background can go through the basic features of ServiceNow. I would request that anyone using the tool go through the SLAs of each incident daily and update work notes daily so there would not be any escalations. Work on items based on the priority and impact they are creating, and go through the description and short description very carefully before starting work on an incident. Once going through the documentation, anyone can easily understand ServiceNow. I would rate this product an eight out of ten.