The environment previously was for 60,000 users, 30 active users, about 2,000 servers, and it supported a $6 billion business. Today, in this job, I am working for a $15 billion business with 6,000 users, about 1,000 servers.

Some of the best features of ServiceNow are that you have a single data set and you don't need to re-enter data. You can reuse the data or grow from it, compact it, expand it as you move through different modules. That's the beauty of ServiceNow, and nothing else beats that.

The customization capabilities of ServiceNow have benefited my organization for workflow agility, which is very high if we use every module with ServiceNow. There are circumstances where we can't use every module for every operation we have. If we do use it, we use it with the ITSM, using all of it from CMDB with change management to incident management to problem management. We didn't use the project management; we used it for a little bit and then pivoted to something else.

I think that nothing needs to be improved with the product; you just need the user to commit and spend appropriate time to overcome that learning curve. Once that is done, the product itself is pretty wonderful. I've seen a very nicely built interface with ServiceNow, and I've also seen the ugliest version that feels outdated. ServiceNow does allow that team to exist. They should modernize their fonts and their layout, the UI friendliness. They did introduce AI, chatbots, and AI on the back end, so that's wonderful and extremely useful if you train it. If you don't train it, it's pretty useless.

Assessing the impact of ServiceNow's automation on service delivery times is complicated. The engineers who operate on ServiceNow find it isn't straightforward because the data set is accessible by everybody. The problem is that understanding how to manage that data set requires an enormous amount of engineering skill set to run the product. I would not hand the key to the customer; I would highly recommend that ServiceNow take control of that. Instead of offering support for the software, they should offer administrative support for the software. They should provide professional service or some kind of support system that allows us to use their product at a faster pace. I'm sure they offer something, but it's often outrageously expensive, or they rely on another company to resell their product and offer professional service. It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.

I have closer to four years of experience with ServiceNow, about three and a half to four years.

If you reach out to ServiceNow for customer service or technical support actively, I would rate them a nine out of 10.

Positive

I still have experience with these products and I am currently using ServiceNow solutions in my work.

I don't have any recent experience with ServiceNow Automation Engine or Cloud Observability as I'm not in charge of that. My role today is that I am a prime user for the product, but I'm not in the engineering or support for ServiceNow.

I support the security side of ServiceNow. I deal with Security Operations as I support the security operation. The SOC team has their own leader that drives this, and I'm on the engineering side.

We integrate the ServiceNow Security Operations solution with the SIR. SIR is Security Incident Response inside ServiceNow, and it's a module within ServiceNow.

I don't know if ServiceNow is using a cloud provider AWS or Azure, but whatever ServiceNow is subscribed to is up to them. We don't know what the back end is. ServiceNow guarantees that themselves, so I'm assuming it's AWS typically.

I do use the incident management capabilities. They have improved IT incident handling because it's always been the best, second to none when it comes to their ITSM module.

The impact of ServiceNow's self-service portal on IT staff dependency levels has shown a dramatic improvement. Previously, they used a self-made dynamic system, which had no maturity. After adopting ServiceNow, we don't need to rely on another team to create reports. I always think that ServiceNow reporting is more advanced than anything, because the dashboarding is easy to use. To some people, it is not. I felt that if you need anything to manage your team, the ServiceNow dashboard is wonderful, but it does come with a high learning curve.

ServiceNow's AI-driven analytics helps with anticipating challenges by moving information faster. However, there's no clear-cut process, because deploying that technology was so hard, it made it a little bit difficult to deliver. The technology is great, but it requires a lot of knowledge and abilities to work with different parties to get the product to take off. ServiceNow claims to help a lot, but once you sell the product, it's as if you're on your own.

I am familiar with different types of IT asset management products. I don't remember what other products I used that I could compare it to.

On a scale of 1-10, I rate ServiceNow a 10.