- ITSM functionality is very strong and available out of the box where you might want customization as per your organization need.
- Another Strong point of ServiceNow is easy customization as per the requirement. Creating new fields or new modules or even new applications are easy and provides lots of flexibility even if being a cloud application.
- ServiceNow is focusing a lot of platforms and provides the opportunity to build many things as per the need if something is not available out of the box for certain customer specific requirements. Or it's even possible to partner and build the solution and sell the same from ServiceNow marketplace.
- The platform is not as mature as Force.com and needs a little improvement where a customer may require the least amount of coding.
- Creation of new application or modules requires some sort of coding skill. It is not pure drag and drop.
- I like the ease of setup and access for all users within the system, including our employees and customers.
- I like that we can personalize our ServiceNow site, which we have branded iServe for our customers.
- I like that we can use the system similar to our social media accounts, and pass along news to our users.
- The only issue we have had thus far is that it doesn't integrate with HubSpot, without going through a third-party.
- Usability of ServiceNow is very easy and users feel it is simple to use its UI for automating processes
- Integration of ServiceNow with any system is smooth with its flexibility and technology
- Processes are clearly defined and automation allows for easy implementation of workflows
- The user interface of SN is not friendly for process automation tools like BluePrism etc. Need to use images and keyboard shortcuts, instead of UI elements
- The application is slow if we did more customization
- Works well with some specific browsers
1-Was: While with FDA, we used SN for our FDA Wide ticketing system for our IT Help Desk contract and other various support. Supporting over 20,000 customers, those customers would call the Help Desk, and log Interactions and Incidents for assistance. SN is very robust with lots of customizing, and ease of use for not only the Help Desk and Technicians but also customers as well.
2-Is: Currently I'm beginning the process of development and implantation of SN. The training program and eventual certification process so far have been straightforward and easy to follow. Eventually, I will be customizing SN for use over various contracts and agencies.
- Navigation is fluid and easy to follow.
- Customizing views to suit your need is a breeze.
- Generating reports that you need is "fun" as there are many built-in options as well as the ability to create your own.
- Exporting reports in various formats help as different clients prefer different products.
- Sometimes too much, is just that; too much. SN offers so much, that you can kind of get lost in all its features.
- Color customizing would be nice for those with visual impairments.
- Cost is steep, but you do get a lot.
- Application fully alligned to ITIL best practices. At least 11 process have been certified by companies like Pink Elephant.
- Cloud-based solution with major needs covered out of the box, with high standard of performance and availability.
- Application fully integrated, making transitions between modules easy and straightforward.
- Service portal, mobile applications and email capabilities provides the end user a self-service experience.
- Licensing model for Fulfillers in order to share pool licenses.
- Report capabilities to obtain certain kind of metrics without performance analytics
- Graphical representation of the Configuration Management Database (CMDB) configuration items (CIs) and their relationships
- Easily customizable forms and tables and easy to create field dependencies.
- Great user interface which allows agents to customized lists, favorites, bookmarks, and their dashboard.
- Great filtering options for list views and record views
- Reporting - ServiceNow has definitely come a long way with their reporting features, however, we had to outsource to a third-party entity to create more robust dashboards and reports
- Permissions - User permissions are actually fairly good, but not as easy or intuitive as other systems we have used. The crossover of permissions from the knowledge module and the rest of the platform is subpar.
- Limited CRM features - Although ServiceNow has recently rolled out a lot more CRM options within the past 2 years, it pales in comparison with the more established ones out there, leaving room for error and a gap between managing internal processes and customer-facing processes.
- Provides a standard and relatively easy way to create a system of records for enterprise assets.
- Processes are clearly defined and implemented. Alignment with legacy processes is easy and best practices exist when this is not the case. Automation allows for easy implementation of workflows and use of APIs make integration with external platforms a breeze.
- Self-Service user experience is great. Out-of-the box. No need to specialized, costly and hard to find consultants.
- Implementation is still the domain of major consulting companies. This requires large budget projects. It would be good to develop an education and certification program to reduce the need for major integration companies.
- Maybe confusing at the beginning, too many fields, too much information. Is there a way to start simple and grow?
- Pay attention to overpromising. The company has great marketing material, great sales people, making it seem to be the tool for all IT needs, but the road may be long and costly.
- ServiceNow could be a very good enterprise-wide platform but you need to prepare for significant integration and be ready to adopt standard processes.
- Incident management reporting has been the central focus of our organization. The knowledge base scripts provide a method for both our customer and help desk personnel to resolve issues very quickly.
- The change management provides a central portal for leadership to be aware and discuss upcoming changes.
- Part of the change management and incident management components is its integration with inventory. This allow us to identify systems that were affected or caused an issue in the past.
- Quantitative trend analysis - There isn't a report that can be provided that can quickly identify a failing system.
- Process dependencies - Some process require certain departments to be notified. Such as a new PC installation in a new office. There isn't a way for the users to identify everything that is needed, or a systematic way to build process dependent activities and notifications into the service.
- Great for servicedesk management
- Works well for Agile deliveries and assigning work as well as assessing effort
- Good configuration management tools
- Useful task based dashboards to manage teams
- Tailoring of certain aspects can be difficult and costly to implement
- The tool is for service management purposes but does lack the softer side of service delivery in terms of business expectation and customer satisfaction analysis.
- Licensing model can be complicated.
While the tool can be used as a general ticketing tool for business desks its purpose is for service management teams.
- Integration between areas and the user
- Run in the cloud
- Integration with other tools, as monitoring tools creating a ticket automatically
- Integration depends on consultant work.
- No on-premise option
Servicenow helps solve the problem of not being able to associate configuration items with tasks performed on them regularly, be they break-fix, routine maintenance and other one off changes. This can be critical for mapping out trends in incidents and potential infrastructure flaws.
- The change management and task relationship is exceptional. It allows easy collaboration between multiple users on a single change.
- Incident communication workflows are easily customized to ensure that agents are responding to incidents within management defined SLAs. Out of the box communication to the opening user is excellent as well.
- The responsiveness of searching previous incidents/problems/changes along with the easy ad-hoc filter generation.
- Since there are so many ways to customize this application, depending on what your deployment scope is, it is very easy for a smaller development team to get backlogged in enhancement requests
- The user of hyperlinks within forms to generate new windows can have unexpected scrolling behavior of the parent window upon completing a form.
- Out of the box time entry and management is very cumbersome.
It's being used across the whole organization. Our entire company sends and finishes tickets using the portal. We use each queue for IT, facilities, and others.
Our business needs quick responses, as we work at a media company. We handle [everything] from small issues to big issues on servers and it is of vital importance that the [ticketing] software [vendor] respect our time frames and needs.
- Maybe some of the customization features.
- Can add attachments [to tickets].
- Extremely slow after customization at enterprise [level].
- So many fields needed for open ticket.
- Confusing, not easy to find anything.
- Search fields are not accepting % value to research as CPTM.
- Time consuming customization on a daily basis.
- No so user friendly.
- Does not work well on Chrome.
- Service Watch is a component that ServiceNow utilizes to discover the IT assets (or configuration items) across different domains. Service Watch also configures the CMDB with what it discovers. This is one of its strengths.
- It has many plugins that you can enable to manage the processes in the Service Life Cycle. The applications that I was able to look into are Change Management ansd Software Asset Management. It provides a lot of funtionality out of the box without doing any additional configurations
- ServiceNow is also very customizable. You can create your own application if you wanted to and put those applications as widgets on the Service Portals.
- The environment for developing widgets seems a bit undone. I found it more challenging to write widgets than applications on Service Now.
- It supports AngularJS development, but it seemed like you need to work with a stripped down version of Angular. Also, there was no support for AngularJS 2.0 in the Helsinki version.
- Easy tracking of individuals' input and time spent
- Automated email updates on work items
- Tight integration among components
- Massive and at times confusing interface
- Too many categories of items with seemingly arbitrary differences in functionality
- Honing in on just what you need is difficult for a basic user
- Change Management is better than anything else that I've seen.
- Asset Management/CMDB tied to Change Management is simply one of the kind.
- Approval/notification workflow is flexible and powerful enough for any use cases.
- Portfolio management is few generations behind compare to other leading solutions
- Still has versionitus symptoms - some dramatic changes with each release
I can honestly say that I have never been let down by the platform to meet a business goal - even those that might not be possible with other tools. The platform is extremely versatile and easily configurable to meet, thus far, any need.
- Incident Management is the obvious first choice. It arrives out of the box (OOB) fully able to meet the needs of an ITIL compliant/guided Service Desk. The relatively low amount of configuration (usually data and/or special use needs) required to get up and running in an enterprise means that you can immediately be productive with the product and begin identifying mission critical concerns that impede your business success. The #1 benefit, in my estimation, is that the product prevents issues from falling through the cracks. Clients will no longer fail to get resolution because their incidents get lost, passed over or simply forgotten.
- Change Management, always a challenge, benefits from the task based nature of ServiceNow. When combined with the Configuration Management Database and the intrinsic Workflow Manager, ServiceNow provides an integrated set of tools to respond to IT change processes. When integration of Incident, problem and change are in place an enterprise has all it needs to identify concerns, investigate root cause, make critical changes or reparation expediently. The platform also provides for executive level (and deeper) reporting to identify trends of service improvement - or degradation.
- While the individual topic modules are excellent, they would be less effective were it not for the notification engine that permeates the entire platform. Keeping everyone on the same page is a snap. Customer facing communications are separate from internal facing communications. Messages are automated at configurable ticket state changes, at defined events in the system, on the fly in a task form... The methods are email - easily customized to be branded and even personalized by user or department, and SMS notifications.
- Complex reporting is an area that still needs improvement. It is not yet possible to obtain parameterized reporting. In truth, this is the only function of the platform that I would count down.
From sales discussion through to GoLive! deployment, ServiceNow excels. Secure access, multi-function modules, unified data source, open access web services architecture, (pardon the phrasing but:) idiot-proofed configuration layer - dangerous coding is caught and prevented at several interpreted layers of execution. It is scalable and extensible.
Additionally, I would be remiss to fail to mention that ServiceNow as a multi-domain platform install provides all the benefits mentioned in a virtually turn-key managed services platform product.
- Incidents - when configured properly, incidents are easy to create, track, report on, link to change requests
- Change requests - easy to link to incidents, easy to approve, report on
- Service Catalog is pretty powerful as well. As well as the knowledge module
- Incidents and CR - search on keywords could use some improvements
- Reporting module - more built in reports would be useful
- IT Asset management can use some improvements as well
SN is well suited for incidents and change requests. Also well suited for problem management. Key questions to ask during the selection process:
What kind of environment is SN going to be used in?
What type of incidents that business has? How many in average?
How many problems do they have and how would they like to track them?
How important reporting on incidents and CRs is?
- Integrating with our knowledge base and the ability to attach knowledge articles to tickets
- The service catalog is very simple and easy for our users
- Can host a lot of information and integrate it across several modules
- The change system is confusing and our company does not implement it
- Adding bookmarks can sometimes be quite confusing and not easy
- I feel the multitude of options in the navigator can make browsing sometimes a difficult task
It is widely used at NIH. It address IT issues in tracking what users needs help with and reassigning tickets to techs across different campuses and location. Also it helps in regards to creating reports to measure our productivity.
- Tracking tickets and reassigning tickets
- Allows up to pull reports on tickets that have come in
- Web interface that will allow ease of use at any given time. Not tied down to one machine.
- Reports are hard to generate and takes a long time to load. Its not a simple task and the GUI lacks desire and ease of use
- Although it is a web based platform being mobile is highly necessary and pulling the ticketing system on a device to track a ticket is not friendly at all. There is much that needs to improve.
- General over all look and GUI plus features such as time and duration of a ticket cannot be tracked reasonably as we cannot add in our own time, It only starts and ends when we have time to either create a ticket and or close the ticket.
Track tickets that are in each techs queue.
Run basic reports and metrics of a team or individual.
It would be better if there was a more robust mobile version, and if reports had a better GUI interface and ease of use was improved.
Currently, I work in the CMDB(Configuration Management Database) team at VCE. We are using CMDB for our product Vblock and to understand the relationships of the CIs.In future we want to use CMDB as an internal tool to improve the sales of Vblocks.
For an additional fee, detailed review can be found in State of the ITSM Market at: http://www.itsmuniversity.net
Northcraft Analytics is a provider of Business Intelligence applications for Enterprise IT. As such, we have created a pre-defined set of 2,000 measures and Key Performance Indicators for 11 ITIL process areas (as of August, 2014). ServiceNow (NOW) is currently #2 in market share in the IT Service Management market (estimated at @ 1.7 Billion WW in 2014). NOW is our 2nd most popular BI application as well as the fastest growing in our portfolio of products (this is directly correlated with NOW's growth in the ITSM market). In the development of our offering for NOW (which is on-going) we have learned a great deal about the product's capabilities. In addition, when offering support for our product to our customers we learn their needs with respect to IT Performance management across the commonly deployed NOW modules. In our opinion the most common problems addressed are:- Request Fulfillment Automation to increase productivity within medium to large enterprise IT departments.- Self-Service Shopping for Employees to reduce call volume and simplify access to company services- Business Service Management to enhance communication between IT, lines of business & executive management
- Request Management & Fulfillment - ServiceNow has the strongest offering outside of "best of breed" players, such as Kinetic Data.
- Knowledge Management that is tightly integrated to the Incident Management function with powerful text search built in.
- Orchestration, specifically password reset automation for Active Directory
- Upgradability - While NOW is customizable, it can become more difficult to upgrade if solid implementation expertise is missing at critical moments.
- Pricing - ServiceNow's pricing model has become less transparent more expensive (due to lower discounting) and more complex post-IPO. This is a reflection of the pride NOW feels in the product... which is somewhat justified by revenue growth which outstrips that of their competitors.
- Depth in Functionality - This is both a positive and a negative. Depth in functionality often increases the complexity of the application and decreases the usability. ServiceNow doesn't have the depth of an HP Service Manager of BMC Remedy IT Service Management, but this can be an advantage as well.
- Lack of Native Multi-Tenancy - This can hamper ServiceNow deployments for Managed Service Providers.
- Usability - Enterprise IT looking to establish a strong and simple front-end for automation of repeatable requests.
- Simplicity - Small-Medium size enterprises who wish for a quick deployment of a user-friendly ITSM application.
- Performance - Companies who are looking for an ITSM solution with strong, mature SaaS operations.
- Flexibility/Agility - Companies that are interested in a customizable solution that fits their unique needs.
- Breadth - Companies that are truly looking to establish a common platform (and database) for the most common ITSM/ESM needs.
- How much do you charge for approvers?
- Under what circumstances do you charge for employees accessing the system?
- When would a customer use the out of the box mobile interface vs. purchasing a 3rd party add-on such as Mobile Reach? Why?
- Under what circumstances would I need to consider purchasing ServiceNow business edition? Can you please tell us how to avoid customizing an out of the box script include up-front? So that we can avoid upgrade issues down the road?
- Can you please show us how to create a change approval process that doesn't leverage one of the out of the box templates?
- How often must we upgrade the application?
- Which CMDB requirements would make Blazent or BDNA a necessary add-on purchase?
- Use cases - Please, please, please come up with a detailed list of use cases.
- Sometimes a vendor can win because they have the best demonstration. Consider using an independent 3rd party for demonstrations.
- Vendors are typically not professional services companies, they are product companies. If possible, get multiple statements of work from different consulting organizations.
- Provides a strong "single plane of glass" portal for employee self-service.
- The tool is very extensible. There are multiple ways to customize and integrate the product. Creating applications on the platform and extending it is relatively straightforward.
- Provides a great single source of record for all service relationship management needs.
- Strong ROI stemming mainly from reductions in call center volume, fewer outages, and faster outage resolution.
- The user experience of the ServiceNow product needs work. The tool can be very intimidating to new users, and that can harm adoption. In most cases, this issue is addressed by customizing the user interface via the CMS and with training, so these efforts should be be planned for upfront.
ServiceNow Review: "Harness the underlying platform and anchor yourself to a philosophy, because everything else can be changed"
- Any type of work that keeps occurring and can easily be compared across "technicians", or the people fixing/fulfilling/completing the ticket, and across timeframes.
- Once all those "chunks" of work are in the lowest common denominator of activity, it's a direct analog of performance in your organization and can be used to report valuable data.
- Having those activities be very repeatable is the first step in automating them and removing them from your human workload - so they can be freed up to work on more difficult or creative tasks.
- Haven't tried the new Project creation tool in Geneva yet, but Projects are always tricky when the tasks associated with them have dependencies on the order of completion and amount of work involved with each. To get each task down to a chunk of 3-4 hours would be a lot of work and hundreds of task dependencies.
- It's very expensive if only used as a service desk ticketing system instead of an entire task management platform across the business. ServiceNow Express or other competitors would be much cheaper if only looking for IT service management.
- The ease of customization it provides, great user experience.
- Security features, can be easily integrated with other systems etc.
- Can be easliy upgraded to new versions.
- Provides various automation features.
- As a developer sometimes I feel there should be a global search kind of thing to search a piece of code in the system.
- For developers, some ServiceNow upgrades bring some new bugs/changes in the system which [causes] customers to want to be restored to previous versions.
- The rest everything is superb in the platform.
- ServiceNow is flexible, it can be built to support any process, not only Service Management.
- ServiceNow can integrate with any system, because of its flexibility and underlying technology.
- ServiceNow is constantly improving, with two releases a year they are listening to the wants of customers and adding those features.
- Although ServiceNow is considered a platform, its development capabilities for seasoned developers are light.
- Better documentation, although the documentation is great, it sometimes is not as detailed as it should be.
- Better development APIs, since ServiceNow is a platform it should be supporting its developers with first-class APIs rather than forcing developers to write common code, over and over.
ServiceNow Scorecard Summary
Feature Scorecard Summary
ServiceNow Technical Details