Our main use cases for ServiceNow are for our monitoring systems and service desk tool.
ServiceNow on AWS
ServiceNowExternal reviews
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Have reduced L1 dependency and improved incident resolution through AI-powered automation
What is our primary use case?
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been working with ServiceNow for almost ten years.
What do I think about the stability of the solution?
I have not faced any stability problems with ServiceNow.
What do I think about the scalability of the solution?
ServiceNow is definitely scalable.
How are customer service and support?
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.
How would you rate customer service and support?
Positive
How was the initial setup?
The setup of ServiceNow is sometimes complex when new updates or versions are released.
What was our ROI?
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.
Which other solutions did I evaluate?
Many customers have moved to ManageEngine because they cannot afford the license cost.
What other advice do I have?
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.
Enables effective incident management and seamless workflow automation with valuable mobile accessibility
What is our primary use case?
I use ServiceNow for everything from ticket management to demand and more in my daily work.
As I manage the automation COE team, I've found that getting incident reports and handling demands from different markets is quite useful with ServiceNow. The dashboard helps us track data effectively and see the outcomes, making it very valuable. Although I'm not a heavy user of ServiceNow, I find the delivery for the COE team to be really good compared to previous tools I've experienced.
What is most valuable?
The features of ServiceNow that I find the most useful include the impressive handling of incident reporting requests, which go into the cab with types, priority types, and the SLA that we can set. The mobile client is also really good, allowing everyone to view demands, requests, and incidents through the mobile app, which has a great UI and user experience.
Overall, apart from not using it extensively in terms of API, as an end user, the demands, requests, service catalog, and incident reporting are much better compared to what we were using earlier.
What needs improvement?
I haven't thought deeply about improvements for ServiceNow or what might be missing right now.
There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved.
I suggest making the cost more affordable for smaller companies.
For how long have I used the solution?
I have been working with ServiceNow for about the last three or four years.
What do I think about the stability of the solution?
I haven't faced any issues with stability; I've rarely seen any downtime.
Downtime is something I've experienced very little.
I haven't faced many problems or challenges with ServiceNow; I haven't seen any downtime, except for scheduled maintenance.
What do I think about the scalability of the solution?
Scaling ServiceNow is easy since it's on cloud, so there are no issues.
How are customer service and support?
I have not contacted ServiceNow support personally, but my team has a dedicated team that reaches out when necessary.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Earlier we were using Cherwell for IT service management, and now we use ServiceNow.
How was the initial setup?
It's easy to set up ServiceNow; they have guides and everything.
Which other solutions did I evaluate?
It's a great tool that I've recommended to startups here in Malaysia. It may be expensive for small companies, but for big companies, I think it's good. If there's a lighter version of ServiceNow that could be more affordable for smaller companies, that would be beneficial.
What other advice do I have?
Within my company, I haven't seen AI functionality being used, but there's knowledge sharing happening and it's in process for assessment. We will get those AI capabilities into ServiceNow in the near future, but currently, it's not enabled.
I'm just using ServiceNow as an end user, and I have not utilized API for integration or anything.
The performance and customization areas are quite good; I have no issues there.
I would rate ServiceNow nine out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Provides stable management of digital workflow with good scalability capabilities
What is our primary use case?
We utilize it as a ticketing tool for the customer support team. It helps us manage digital workflow and possible incident alerts.
What is most valuable?
Many features are valuable. It allows us to filter the data, create graphs, and get detailed reports.
What needs improvement?
The pricing structure could be more budget-friendly.
For how long have I used the solution?
I have been using it for two years.
What do I think about the stability of the solution?
The solution is stable.
What do I think about the scalability of the solution?
It provides scalability.
How are customer service and support?
They provide good support for their customers.
How was the initial setup?
The initial setup was straightforward.
What about the implementation team?
The deployment process was executed quickly and easily, including setup and repair testing. It was done in a few hours by our technical team. We implemented our real-time data analytics application into the system, ran a test and after it created alerts, we passed on the alert reports to the designated team for evaluation.
What was our ROI?
We have seen a positive return on investment. The solution is worth the value for the pricing.
What's my experience with pricing, setup cost, and licensing?
It is fairly expensive.
What other advice do I have?
I am satisfied with the solution. I would rate it nine out of ten.
Streamlining workflow and comprehensive service catalog for enhanced efficiency
What is our primary use case?
We use it for incident management and service requests.
How has it helped my organization?
It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform. It enables faster communication and turnaround time between the parties, which was previously challenging through phone conversations. The requester can check with the online representative and capture relevant information in the email for seamless communication and documentation.
What is most valuable?
Its service level management and comprehensive service catalog are very beneficial. The solution focuses on utilizing a clear network to document the service request item catalog, allowing for efficient capture of requests and prompt response. This feature improves customer experience by providing a user-friendly platform.
What needs improvement?
I would like to see further integration of the automation workflow with robotic process automation that would streamline processes and improve productivity.
For how long have I used the solution?
I have been working with it for ten years.
What do I think about the stability of the solution?
The platform is developed specifically for IT service management and offers a range of enhanced features. I would rate it seven out of ten.
What do I think about the scalability of the solution?
The scaling abilities of the solution are good. They are influenced by commercial factors and the efficiency of quickly reaching agreements for extending the platform's functionality. I would rate it six out of ten.
How are customer service and support?
I am satisfied with the customer support and service provided.
How would you rate customer service and support?
Positive
How was the initial setup?
The initial setup was not that complex. The main challenge in setting up the solution lies in the implementation process. There are many difficulties in adapting the workflow and approvals to align with ServiceNow's functionalities. Customer preferences and the need for customization may result in complicating the process further. Having a thorough understanding of the system is crucial for efficiently configuring the platform to meet customer requirements. I would rate it seven out of ten.
What about the implementation team?
The deployment was divided into phases. The duration of one was a month and a half, and the other one was about six months. The entire deployment process took around two years by a team of approximately ten to fifteen people, including the implementers and the users.
What's my experience with pricing, setup cost, and licensing?
It is not a cheap solution. I would say it is moderately expensive, ranging from six to seven on a scale of ten.
What other advice do I have?
It is important to adopt the designed process for the platform rather than customizing or slowing down the platform to fit existing processes. That enables the utilization of the features effectively, including the ability to rate and provide feedback on the sweepstakes. Failure to adopt the designed process may result in difficulties with future upgrades and enhancements. Overall, I would rate it eight out of ten.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
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