The main use case of ServiceNow in my organization is incident management. Whenever we have any kind of production incident, we manage the lifecycle of that incident through ServiceNow. We create incidents and sometimes create problem records if it is a recurring issue. We handle all follow-ups and updates through this particular incident, so the entire incident lifecycle happens through ServiceNow.

ServiceNow is used for incident management and for creating problem records. It has different integrations with other tools, such as PagerDuty, so we can perform automations easily with ServiceNow.

The best feature from ServiceNow is the incident management. It is very easy to create and manage incidents, assigning them to a responsible team, and managing the entire lifecycle through root cause analysis and remediation with resolution notes. These features are very helpful.

Resolution notes and root cause analysis are handled through the incidents created in ServiceNow. It is easy to create a very good dataset for our references. Whenever we have an incident, we can refer to past resolution notes and root cause analysis to identify similar issues, and in that way we can quickly identify the root cause and remediate the issue.

It reduces the MTTR and helps us to meet the SLA and SLOs of all kinds of service level objectives and agreements. The MTTR has been reduced at least by five percent each quarter, which we can easily track through ServiceNow.

By using ServiceNow, there are fewer employees needed in the areas of incident management. It has saved a lot of time in terms of the MTTR being reduced compared to past years, so it is time-saving as well as employee-saving.

One area of improvement is the user interface. Sometimes there are some glitches experienced in the UI that should be fixed and will improve a lot from a user experience point of view.

Apart from the user interface glitches, any kind of AI integrations would help incident managers to manage incidents and problem tickets in an easier way. I would appreciate some automations that will do repetitive tasks, as that would be a great feature.

My priority points for improvement are the UI glitches and modern AI technology integrations for faster incident management.

I have been using ServiceNow for the last two years.

ServiceNow is ninety-five percent stable.

It handles everything well in terms of scalability.

We never interacted with ServiceNow customer service as we have an internal team to handle issues. Whenever we have issues, we directly contact the internal team.

This is the first solution I have been using for incident management and production issues. I never used any tool before.

We never evaluated any other options. ServiceNow is the enterprise standard solution for incident management in our organization, and it was chosen when we started this project.

ServiceNow is one of the best tools in the industry for production support people, for incident and production ticket management. It is also a very good tool for any kind of change records and production deployments. The voice interaction feature is a very good idea, and I really appreciated it. I would rate this product a nine out of ten.

Our main use cases for ServiceNow are for our monitoring systems and service desk tool.

The features of ServiceNow that I find most useful and effective are for Infosec purposes, infrastructure, and security monitoring purposes. We are also using it for the service help desk.

I am using ServiceNow Incident Management capabilities. We are using it for incident management, problem management, and change management.

ServiceNow helps to improve IT incident handling in a more comprehensive way. The latest version provides extensive information, and they have introduced AI which allows us to program it in such a way that our L1 support can be eliminated. That is what we are currently working on. It gives very comprehensive details. If it is a repetitive incident or a new incident which has already been remediated by somebody else, that is what we are building the AI element or AI agent to handle.

To make ServiceNow better, they should reduce their pricing, especially because there's a lot of competition. Many customers have moved to ManageEngine because they cannot afford the license cost.

The price should be reduced by at least 40%.

The setup of ServiceNow is sometimes complex when new updates or versions are released. When they introduce something new, they should provide training to understand the new features and their functionality. We sometimes get stuck and have to call them to learn about the changes in the latest version. They should communicate the changes made from older versions to new versions, which features are not available, which features have changed, and how to implement them. If the communication part was handled properly, it would benefit us.

I have been working with ServiceNow for almost ten years.

I have not faced any stability problems with ServiceNow.

ServiceNow is definitely scalable.

We have not faced many challenges or issues with ServiceNow because we've been working with them for a long time. Whenever we have had issues, they have provided good support, and those issues have never recurred. In the last one or two years, we've not had any major incidences or problems with ServiceNow. We did have some security issues where certain security aspects were not addressed, but they were able to resolve them permanently for us.

I would rate the support from ServiceNow at 8.5 to nine.

The setup of ServiceNow is sometimes complex when new updates or versions are released.

Many of our customers have seen ROI with ServiceNow despite the cost; some have taken three years, while others have taken five years. From when I started working ten years ago, some realized ROI in three years, while others realized it in five years.

Many customers have moved to ManageEngine because they cannot afford the license cost.

ServiceNow is a very comprehensive system that is scalable, stable, and easy to configure. With the AI features that are coming in, it's much better and easier to function. I recommend ServiceNow to those who are looking at automation, want to reduce L1 support, or are looking for ROI within one to two years.

I rate ServiceNow 8.5 out of 10.

One of the main use cases for ServiceNow is implementing the complete ITSM module from scratch, which includes Incident Management and Change Management, ensuring that the CMDB is right, coming from Device42 or self-service discovery, and also includes the employee center, which is the end-user interface for ServiceNow.

Device42 is something that we integrated with ServiceNow, and the ServiceNow Discovery is something that we're currently doing.

One of the most powerful or useful features of ServiceNow is the AI features announced in the Now in Knowledge '25, specifically AIOps for ITOMS, which implements solutions for the infrastructure teams.

I have definitely seen a positive impact of ServiceNow on our company and customer processes, including time savings and money savings.

I don't have anything on top of my mind regarding improvements that could be made in ServiceNow, but AI features are indeed a step forward.

I have been working with ServiceNow for almost 8 years.

I have no complaints regarding stability, scalability, or deployment issues in ServiceNow; everything is perfect.

I have no complaints regarding stability, scalability, or deployment issues in ServiceNow; everything is perfect.

I have no complaints regarding stability, scalability, or deployment issues in ServiceNow; everything is perfect.

My experience with technical support of ServiceNow is that they are good, but they could be better.

Time to respond from support could definitely be better, as the global support timing sometimes causes delays in interactions.

I'm comparing the save in man hours, but determining how much it can save is a difficult exercise.

Manually, there are huge numbers that come up because these integrated tools help organizations make the right decisions with all the information in one place, while manual methods lack visibility.

The cost effectiveness of ServiceNow depends upon the organization size, as larger organizations might find more value, and while there are other tools in the market, comparatively, ServiceNow is more advanced and highly effective when it comes to ITSM, although it does come with a price.

The clients that I work with for ServiceNow are typically enterprise level businesses, which includes engineering companies and manufacturing companies.

I would rate the support of ServiceNow an eight on a scale from 1 to 10.

I would rate ServiceNow a 9 on a scale from 1 to 10.

I am currently working in a previous organization as a second line support engineer, and while I am working there, I update my regular activities and support details in ServiceNow, so you can ask me regarding that without any problems.

My relationship with ServiceNow is as a user who creates requests regarding issues such as machines not properly connected to the internet or printers not working, and I have access based on the support profile.

I use ServiceNow to investigate issues, update my findings, and fix the issue directly, or if any on-site intervention is required, I forward it to my next level or escalation. For day-to-day activities, such as rebooting servers, we want to get a change request approved before proceeding after business hours or on holidays, and we keep the ServiceNow ticket in my queue, updating our findings with screenshots and details before closing the tickets.

The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status, which makes ServiceNow the best tool I have ever used.

The integration capabilities of ServiceNow allow us to enhance our existing environment easily, so I rate it as a nine.

The return on investment from ServiceNow may be around 8.5, indicating time-saving benefits or fewer people needed to operate with this solution.

While ServiceNow has many options, the number of options can sometimes be confusing regarding where to click or how things work, as it is based on configuration provided by the administrator.

The initial setup of ServiceNow was easy for me, and I can easily access the knowledge base, pass tickets to another team through internal notes, and each individual will get a personal email when a ticket is placed into their queue, although sometimes the numerous options can be confusing.

My experience of working with ServiceNow is approximately one year.

I rate the stability of ServiceNow as a nine on a scale of one to ten.

I rate the scalability of ServiceNow as an eight on a scale of one to ten.

I might be unsure about how many users are using ServiceNow in my organization, but it could be around 500.

I rate the technical support of ServiceNow as a nine on a scale of one to ten.

I have experience with other solutions, such as Freshdesk, ServiceNow, Zendesk, ConnectWise, Azure platform, and Ivanti.

The initial setup of ServiceNow was easy for me.

The return on investment from ServiceNow may be around 8.5, indicating time-saving benefits or fewer people needed to operate with this solution.

Regarding the price of ServiceNow, I am not certain because our management team takes care of all pricing details, but I know it is quite high in the market.

Based on my experience, I would recommend ServiceNow to other people. I give ServiceNow an overall rating of nine out of ten.

The use case for ServiceNow was that one of our clients was using some other tools for the ticketing system, which was an on-premise tool that presented a lot of hassle with respect to infrastructure challenges. They contacted us, and we evaluated different cloud-based solutions such as Jira, ManageEngine, and ServiceNow. After the demos and evaluations, they adopted ServiceNow, and we migrated all their workflows from the legacy system to ServiceNow.

The key points, both pros and cons of ServiceNow in comparison to Jira or ManageEngine technologies, are that it offers an object-oriented architecture, which is more flexible and allows us to customize the workflows quite easily. Additionally, the user interface is very much aligned with the requirements of the customer.

Feature-wise, the object-oriented architecture of ServiceNow is very much helpful for designing the workflows and similar tasks.

I have seen ROI from ServiceNow, as the client I mentioned earlier is achieving ROI for adopting this cloud-based technology. They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.

There are things that I would like to see improved in ServiceNow, such as the pricing, as it is a very costly solution compared to other tools. Additionally, its presence in the local market is very limited; in Pakistan, for example, I don't see any vendor or distributor of ServiceNow available. They need to increase their sales spectrum globally so people can easily access them and engage them for client meetings and more.

From a functionality perspective, the features in ServiceNow are acceptable as, at the moment, the ITSM modules rank highly, being 13 plus Pink Elephant certified, which is a good aspect to have.

When providing advice to users, I would suggest they consider making strategic decisions about their per user pricing since it is very high. In our region, people normally start with 5 to 10 users, but the per user price is quite steep. Moreover, ServiceNow does not charge based on data uploaded or downloaded, so they should reconsider their pricing and data policies to align better with the financial capabilities of the region.

I have been working with ServiceNow for more than a year.

The initial setup of ServiceNow was straightforward; I did not face any challenges or complexities during the implementation process because it is instance-based, so everyone can sign up with the instance online and get it ready.

From a performance point of view, there are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.

From a performance point of view, there are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.

I would rate the technical support of ServiceNow a six on a scale of 1 to 10, where 10 is the best.

It is not difficult to maintain ServiceNow; it simply requires sending a request. However, obtaining support for maintenance is the current challenge because they don't have a presence in the local market.

Our client was using other tools for the ticketing system, which was an on-premise tool that presented many infrastructure challenges.

The initial setup of ServiceNow was straightforward; I did not face any challenges or complexities during the implementation process because it is instance-based, so everyone can sign up with the instance online and get it ready.

It took me between 3 to 6 months to migrate from the legacy system to ServiceNow, depending on how many workflows needed to be migrated.

I have seen ROI from ServiceNow, as the client is achieving ROI for adopting this cloud-based technology. They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.

All the modules of ServiceNow are equally important, but initially, I can say that the change management and asset management modules are the ones that I recommend to our clients.

I have utilized automation capabilities in ServiceNow by introducing workflows. The main goal of designing automation workflows was to achieve automation.

It has been successful as my clients have completely gotten rid of that legacy system and are now using the ServiceNow solution.

I have not had any AI features or AI-driven initiatives with ServiceNow.

Regarding the integration capabilities of ServiceNow, I don't know as we did not use any kind of integration.

In terms of the size of the environment, there are more than a hundred workflows.

From the end users' perspective, there are around 75 users.

Overall, I would rate ServiceNow as a nine as a solution and product.

I primarily use ServiceNow for client development. We have specific clients, and we offer consultation for them. Our tool also handles project management.

For our work, ServiceNow's service catalogs and SDK integrations are the most valuable features. It offers integrations like the mid server integration and others. ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.

There are sometimes challenges with the portal being a bit confusing for new users. The implementation of the portal and workspaces is quite different, and improvements in this area would be beneficial.

I have been using ServiceNow for around two and a half years.

ServiceNow is stable enough. They provide good solutions if there are any issues.

We haven't faced any scalability issues. ServiceNow is scalable and meets our needs.

The tech support is good. I have contacted them four to five times over the past two years, and they have been quite helpful.

I have only used ServiceNow solutions. I did not evaluate any other solutions before using ServiceNow.

The initial setup depends on the complexity of the project. It can take two to three months or even up to two years, based on the project's requirements. I would rate it seven point five out of ten for ease of setup.

The return on investment is good when implementing for ourselves and for other clients. The ROI for projects is favorable.

The pricing depends on the complexity. If only using modules like in Jira, ServiceNow can be more expensive, but it offers more functionality. ServiceNow's pricing can be justified if more functionality is required.

I recommend considering the functionality and user-friendliness before deciding on its implementation.

I rate ServiceNow eight out of ten.

We're using ServiceNow for the entire chain process and all aspects of the module. It covers all modules and their associated problems.

It offers significant benefits due to its compatibility and comprehensive approach. Consolidating multiple functionalities into a single platform reduces the need to invest in various separate solutions. ServiceNow integrates ITSM, CMDB, Discovery modules, and more into one cohesive system. This unified approach provides a single view across all modules, reducing complexity and financial risk. By using a single technology, organizations can effectively meet their needs and address potential risks more efficiently.

This was very helpful in CMDP, particularly regarding extraction and workflows. The benefit lies in having a single console rather than multiple consoles, which significantly simplifies the process and improves efficiency.

ServiceNow has had a similar pattern, but when it comes to third-party integrations, Uddin appears to be more flexible than ServiceNow. ServiceNow might need to improve its capabilities to integrate with third-party tools.

Due to differences in naming conventions and data fragmentation between systems, we need to address compatibility issues by modifying naming conventions, altering fields, and making adjustments as necessary. ServiceNow has default field functionalities that may not align with those the MagOne system provides. Therefore, customization will be required to ensure compatibility and meet specific requirements.

I have been using ServiceNow for six years.

The product is stable.

Deployment depends upon the environment. For me, it takes three months to deploy the solution because it has different dependencies.

It saved 30% of the money compared to others.

We have three competitors. One is BMC product, the second is ServiceNow and the third is Atlassian.

ServiceNow provides insights into topology, though it may sometimes lack detailed understanding. We have correlated it with our monitoring tools to trace the hierarchy and determine its impact across various business lines. This is part of the AIOps information, consolidating all relevant details into a single ticket for easy access.

I recommend the solution.

Overall, I rate the solution an eight out of ten.

We use a ServiceNow for ticketing.

We support multiple use cases across several tracks: the database, middleware, ETL, and Abolition track. As a DevOps team, when we receive requirements from the production team related to production issues like memory or infrastructure upgrades, we initiate the process by raising a ticket, an incident, and a change request.

For example, when we procure new servers, whether physical or managed VMs. We submit a change request for the Go-Live, including business tasks requiring approval from different teams, such as our L3 support and service delivery teams. Once all tasks are approved, the appropriate group of approvers authorizes the change. The change occurs during the weekend, provided it falls within the green zone, which refers to a maintenance window designated by the support team. This will follow the same process for submitting a change request. For certain incidents, we also need to raise a separate incident request. For example, if we need to check the table space in the database, we might have to raise an incident to request access or additional permissions.

ServiceNow is a lightweight utility. You can always customize it, which filters out your data and gives it to you based on the selected filters.

As a team lead, the functionality I use most is reporting, where I pull reports on overdue changes to ensure no SLA breaches. Self-service is another feature. The change management feature is crucial, allowing me to track all changes requested or coordinated by my team. Lastly, incident management is also a key feature I use frequently.

We are not supposed to access outside our network.

I have been using ServiceNow for two years.

The product is stable.

I rate the solution’s stability a nine out of ten.

Even if it's a new user, it's a very easy tool for anyone to get hands-on quickly. It is a very user-friendly user tool.

I rate the solution’s scalability a seven out of ten.

I have used BMC Remedy.

We have to submit a marketplace ticket, and it gets installed automatically. So, it's a very smooth and lightweight process.

Our organization uses a bot that interacts with ServiceNow, which helps us create ticket templates. ServiceNow doesn't have AI integrated into our current setup.

Overall, I rate the solution an eight out of ten.

We use the product as an incident management tool and receive alerts via email.

In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier.

The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices.

Our development team has been trying to implement similar functionalities in ServiceNow for the past three to four months, but so far, these features have not been successfully integrated. Splunk even provides a wireless call feature from the mobile.

I have been using the product for three years.

The tool is scalable. My company has 80 users.

We haven't contacted the technical support team yet.

The solution is expensive.

If you're starting with ServiceNow, you don't need to worry too much about documentation or complex setups at the beginner level; it's not overly difficult. I'd advise you to start exploring it. Focus on customizing your homepage to suit your needs using ServiceNow's filters. For instance, if your homepage currently displays twenty fields, you can adjust the filters to show only the five to ten fields most important to you.

I rate it a nine out of ten.