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ServiceNow AI Platform

Score8.4 out of 10

149 Reviews and Ratings

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What is ServiceNow AI Platform?

The ServiceNow AI Platform is the company's workflow automation solution, and it is the unified foundation for every ServiceNow product. It brings together AI, data, workflows, and security to execute work across IT, CRM, employee experience, risk and security, and app development.

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Who Buys & Uses ServiceNow AI Platform

ServiceNow AI Platform Reviews

What users are saying about ServiceNow AI Platform.
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ServiceNow is the ideal ITSM solution.

Incentivized
Verified User
Contributor in Information Technology (5001-10,000 employees employees)

Use Cases and Deployment Scope

In my organization, we use ServiceNow to address business problems such as incident management, event management, problem management, configuration management database, and asset management. I use ServiceNow on a daily basis as part of my job, and this covers vulnerability management, addressing issues from end users and systems. Therefore, as an ITSM management system.

Pros

  • The ServiceNow platform is very good at incident management.
  • ServiceNow as an ITSM system is very as it integrates with a lot of different systems.
  • The CMDB module of ServiceNow effectively makes relationships between configuration items and other infrastructure objects in ServiceNow.

Cons

  • Licensing for ServiceNow is difficult to understand. I offer miscalculated licenses counts when calculating different ServiceNow licenses.
  • I think ServiceNow can improve the user interface of its web application and its mobile application. They should make the mobile application look more like the web application.

Return on Investment

  • From a positive perspective, ServiceNow streamlines complex business workflows by centralizing IT service management, security, HR, and customer service processes into a single platform, improving efficiency, transparency, and user experience.

Usability

Alternatives Considered

Microsoft System Center Service Manager and N-able N-central

Other Software Used

BitSight Security Ratings, Microsoft Defender for Cloud Apps, Microsoft Defender for Cloud

ServiceNow is the Ultimate Incident and Service Management application

Incentivized
Verified User
Program Manager in Information Technology (10,001+ employees employees)

Use Cases and Deployment Scope

In our enterprise level company, ServiceNow is utilized across many departments with various IT and PMO processes exposure. ServiceNow is exposed to all 35 000+ employees and to more than 1 000 external contractors and is enabled across the 29 countries we operate in. Here are few of the most frequent and useful utilizations of ServiceNow that I'm aware about: - As Project management tool both on IT and Group level. Where we track the whole project lifecycle – from Idea to project execution. Covering Agile, Waterfall and Hybrid type projects - As Incident management centralized system across all corporate applications (more than 150 systems) - As Operational service requests system - Support vendors services quality monitoring and reporting tool

Pros

  • Excellent ITCE best practices are available for Incident tracking and management
  • Great Dashboard features
  • Very easy to be customized and adapt to our company-specific processes and needs
  • Very intuitive UI and navigation

Cons

  • The ServiceNow performance speed has big room for improvement, as it is quite slow in loading Dashboards with more than 5-6 widgets. We are keeping our ServiceNow version up to date with latest releases.
  • Usually there are issues with having multiple ServiceNow tabs open in the browser and have different dashboards open in those tabs.
  • The way of showing a history log of all activities on Incident ticket is not optimal and easy to use or search in and have very old design.

Return on Investment

  • Improvement in resources capacity management and utilization
  • Enables faster communication of systems issues through incidents and allows easier tracking of the INC progress and resolution
  • Allows faster cross-vendor incidents allocation and triage

Usability

Alternatives Considered

Jira Service Management, Microsoft Project and incident.io

Other Software Used

Microsoft Power BI, Microsoft Visio, Workday Platform, Winshuttle, Microsoft Dynamics 365

ServiceNow

Incentivized
Verified User
Analyst in Information Technology (501-1000 employees employees)

Use Cases and Deployment Scope

We use ServiceNow platform in our organization to monitor, track and resolve IT technical issues reported by our employees. It helps address techincal issues using a ticketing system. If an employee reports a tech issue, I create a ticket with all the relavant information such as Emp name, Emp id, Description of the Issue, Priority etc. Then these issues are resolved.

Pros

  • It helps put manage the request really well. It is easier to create a request, track the request and manage the request. It doesn't get lost into a pile of requests.
  • We've already pre-setted some settings into our ServiceNow. So it automatically assigns the level of urgency and mentions on the ticke if its a high or low priority request.
  • I really like the ServiceNow dashboards. They ate setup in a really nice way. The dashboards show the real time data aswell as old data incase if we need to see if there is a pattetn in the request or to fix any recurring issue.

Cons

  • I think the only thing that is needed to be improve is the user experience when it comes to the employees. The IT team is ok navigating everything but the employees from different departments find it a little complex to submit and track requests.

Return on Investment

  • The biggest positive impact ServiceNow has made to our organization is reduced IT support cost. When we didn't use ServiceNow, we needed a bigger support team. Now we don't need as many support employees.
  • The other positive impact that I've noticed is faster solutions to any problems. ServiceNow makes very easy to resolve IT issues, in a efficient way. The tickets are organized in a way that the higher priority tickets get worked on quicker.
  • The dashboard has also made the job easy to find a recurring problem from its core and fixing it forever so that we don't repeatedly get the same issues again and again

Usability

Alternatives Considered

Freshservice

Other Software Used

Freshservice, CRM and Deals for Zendesk, AnyDesk

ServiceNow Now Platform, a tool where you pay for what you get

Incentivized
Verified User
Technician in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

We use several modules within ServiceNow Now Platform. Primary being the Customer Service Module (CSM) which also includes the standard ITSM modules. We also use the ITBM for Project Management for Project and Time integrations within the platform and GRC for our auditing and compliance. The CSM portal is our customer facing interface for clients to connect with us for requests and issues along with our being our notification platform to communicate with them for outages and maintenance. All of our customer on boarding and orders are run through Projects in the ITBM for a project manager to coordinate between internal resources and the client.

Pros

  • Full API for communication to and from other tools
  • Following ITIL framework for Incident and Requests
  • Continued development and new feature releases
  • Data reporting and analytics

Cons

  • CMDB is very open ended and finding examples or easy to follow guides for design are almost non existent if not subscribing to other modules to do it for you.
  • Project module is designed around MS Project with a lot of configuration that is hard to override or change when it doesn't fit your own process model.
  • Some of the usage licensing can be very difficult to track. There are items that will seem to register against it that shouldn't at times.
  • Deployment of new features or new modules almost always requires the use of 3rd party partners to do the work successfully.

Return on Investment

  • Has had both positive and negative when interacting with customers. We have gone through several iterations in building out our customer portal in how they can interact. Some have been very poorly received which caused issues but as the product has improved we have been able to present a better view that our clients appreciate and value.
  • As new modules are developed and released, sometimes it results in a shift of how features are implemented or tracked. We have had cases where things we have been using are no longer included in our licensing so we need to upgrade or increase our costs with the tool to maintain current functionality. There have also been times where other features we were looking at become included with our current license tier so we gain those new features with no additional costs.

Usability

Alternatives Considered

ConnectWise PSA

Other Software Used

LogicMonitor, NinjaOne, Salesforce Revenue Cloud

IT service management in cloud

Verified User
Technician in Information Technology (10,001+ employees employees)

Use Cases and Deployment Scope

In our organization we use ServiceNow Now Platform to automate business workflow management. We use it as a service desk to mange incidents, configuration changes and service requests. It allows us to analyze and solve our ans our customer problems. We also use it as knowledge base which helps us to make correct decisions. Dashboards visualize the main indicators of the system and allow you to quickly assess its condition.

Pros

  • Incident management
  • Service requests management
  • Problem management
  • Change management

Cons

  • The ServiceNow Now Platform is resource intensive, which impacts performance
  • Greater flexibility of settings creates difficulty in their implementation
  • The peculiar interface is not always understandable

Return on Investment

  • The platform allows you to automate many business processes
  • Especially suitable for It companies

Usability

Alternatives Considered

IBM Maximo Application Suite and Request Tracker