I am mainly involved in service management, specifically change management, internal management, problem management, service request management, and knowledge management. These are the key areas.

The integration capabilities of ServiceNow are wonderful. I can integrate it with different tools and various platforms to get the job done. This is one of the most powerful features. The workflows provided by the platform are amazing. They save me a lot of time, and the automatic notification process eliminates the need for me to seek approvals or send reminders. The roles and responsibilities are clearly defined, and the process is driven by the workflow, which is a significant advantage of ServiceNow.

I do not have any notes for improvements.

I have used the solution for roughly seven to eight years.

I have experienced no issues.

I have not directly interacted, however, we have a dedicated team for this purpose.

Neutral

The initial setup was straightforward. It was very small and systematic, and we did not encounter any issues.

Choosing ServiceNow was an organizational decision, so it was not my personal choice. I have always worked with ServiceNow.

ServiceNow is the best platform for our kind of work. No other platform comes close. I would rate it ten out of ten. 

When it comes to ServiceNow Customer Service Management, my company deals with a lot of vendors. My company manages infrastructures, deployments, and different products from different vendors with the help of ServiceNow Customer Service Management. My company helps with the creation of use cases for our clients since ServiceNow does not provide help for the maintenance of the infrastructure. The maintenance of the solution is taken care of by a third party.

The most valuable feature of the solution is that it is easy to maintain records and cases, especially if you deal with multiple vendors and customers or if you are handling a B2B business model.

The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers.

Though our company prefers to implement the solution directly out of the box, we need better customization capabilities if there are some complex requirements from the customers.

I have been using ServiceNow Customer Service Management for the last three years. My company has a partnership with ServiceNow.

Stability-wise, I rate the solution a nine out of ten.

Scalability-wise, I rate the solution a nine out of ten.

More than 4,500 employees in my company use the solution.

The solution's technical support is fast whenever needed. I rate the support team a nine out of ten.

Positive

I rate the initial setup phase of the solution an eight on a scale of one to ten, where one means a difficult setup phase, and ten means an easy setup phase.

The setup phase of the solution was straightforward.

The solution is deployed on a private cloud from AWS.

The solution's deployment phase was done in six months.

A team of six people, including developers, architects, and business analysts, were required to deploy the solution.

Price-wise, I feel the product is okay.

I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive.

In my company, a different team looks after the maintenance phase of the solution.

Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good.

I recommend the solution to those who plan to use it.

I rate the overall solution a ten out of ten.