Great for customization and integration of multiple software tools
April 03, 2019

Great for customization and integration of multiple software tools

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ServiceNow

ServiceNow is our central hub for ITSM, project and product management, and our CMDB. It is primarily used by our MSP branch but internal IT also uses it for ticketing, as well as HR and our app dev team. We use it for ticketing, project management, and integrate with our customers' ServiceNow systems.
  • Uptime is amazing. We have never had a ServiceNow outage that I'm aware of.
  • Incredibly customizable. We regularly adjust ServiceNow to suit our specific needs.
  • Great integration with other software. The RESTful API is outstanding and the ability to create intermediate tables for data transformation makes it very reliable and customizable.
  • Outdated interface. If you missed the 90s and the early 2000s, get ServiceNow now!
  • I wish there was a warning when you're about to customize a core element of the product. That kind of customization can cause problems with upgrades in the future.
  • Developing in a domain-separated ServiceNow environment can be a bit of a nightmare.
  • We have invested heavily in ServiceNow in terms of development. It's paid dividends in the form of customers who often choose us partly because we integrate with their ServiceNow instance.
  • The customization available in ServiceNow has helped us manage our ticketload in a timely manner.
  • As we add modules to ServiceNow, it continues to be a force multiplier for our operations team.
ServiceNow is significantly more than just a tool for ITSM or project management. ServiceNow is the center of our software suite. I prefer how Asana handles tasks, and especially its visual interface, but it isn't anywhere near as powerful as ServiceNow, nor can you customize it. Some other ticketing systems can't be customized as easily as ServiceNow.
If you have very specific custom needs for your ITSM and want to integrate with numerous other platforms, ServiceNow is highly appropriate. There is a very active community of admins and developers to help. Development is reasonably straightforward. If you want to have a modern look to your ServiceNow instance, however, expect to put in some development hours. If you're using the product extensively, expect to have a team of developers and admins on hand to support it.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
8
Expert directory
4
Service restoration
5
Self-service tools
7
Subscription-based notifications
9
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
Configuration mangement
8
Asset management dashboard
7
Policy and contract enforcement
7
Change requests repository
9
Change calendar
6
Service-level management
7