ServiceNow a technical review
March 25, 2016

ServiceNow a technical review

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceNow

ServiceNow is used by our organization both internally for areas such as HR, Incident Management, SDLC, Knowledge Management, Sales Pipeline, demand management and externally to interface with our customers. We continue to add more and more uses for ServiceNow as we continue to grow. ServiceNow can solve any business problem, the only thing needed is a solid process to support the technology.
  • 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 has has a positive impact on the business by allowing the flexibility of having one central platform to manage the business from.
ServiceNow is a platform for service management, this is the big separator between the competitors. It is not simply an ITSM tool, and most organizations need a single pane of glass. This allows for all service management to live in one tool, which is the nirvana that most companies seek.
ServiceNow is best suited in organizations that want to improve process. Organizations that are looking strictly for a tool, but have no process to support the tool will get lost in the many features available in the product and likely never use the tool fully.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management