ServiceNow Platform review - from an admin, developer and user
April 26, 2022

ServiceNow Platform review - from an admin, developer and user

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

Overall Satisfaction with ServiceNow Now Platform

ServiceNow is used to solve HR, Facilities, IT, Procurement, Legal and Finance workflow needs, here at the company. The product addresses Incident, Problem, Change, HR Case, Legal Case, Finance Case, and Work Order Management across all Wayfair corporate, field, and supply chain locations. IntegrationHub spokes and Performance analytics are used as part of our ITSM Pro subscription. We have yet to implement Virtual Agent due to the LOE considerations to enable a level of maturity which MoveWorks Virtual Assistant currently provides (which places it below other priorities on the roadmap).
  • Integrations - very flexible platform to provide information or pull information onto the platform
  • Custom App Builds - ability to create new applications from scratch all while protecting the scope via application scope partitioning.
  • Many out of box tools are provided for admins/developers to solve problems. Including out of box widgets for the service portal (front end employee support portal)
  • Providing admins/devs with easier mechanisms for providing businss stakeholders with self-service admin capabilities across the platform
  • Tutorials on how to be the best at reporting in servicenow
  • Guided tour functionaltiy is a bit rigid and could use more workflow capabilities
  • Making it easier to push form variables to the user so there is more context when providing an approval. The out of box approval UI/form is terrible in my opinion.
  • Centralized employee support into 1 location for all corporate, field and supply chain
  • Cut down integration times due to depth in product portfolio, solution for everyone
  • Discovery was an expensive price tag that didnt bear out for our environment
Support staff, when compared to other products in the Servicenow ecosystem (Nuvolo) is leagues better. They respond within a respectable SLA and have resolutions within 48hrs on most items. ServiceNow Now Platform is stable and they are active when their monitoring picks up something the admin/platform teams needs to check out.

Do you think ServiceNow Now Platform delivers good value for the price?


Are you happy with ServiceNow Now Platform's feature set?


Did ServiceNow Now Platform live up to sales and marketing promises?


Did implementation of ServiceNow Now Platform go as expected?


Would you buy ServiceNow Now Platform again?


1. Lots of modules/tools for the developer to solve end user problems
2. Ability to partition users into areas of privacy, so their operations are not impacted in daily use when trying to protect data from other users
3. The UI is constantly improving (releases like Agent Workspace show investment in UI)
4. The flexibility the platform has (email ingest to ticket creation, phone call to ticket creation, help bar walk in, service portal, agent chat) to perform in all service channels that an employee support team needs is special.
1. It is not great when they can't seperate apps/products from a particular sku, forcing you to make a business case for a larger portion of functionlity than your current business case seeks to address.

2. ServiceNow reps are able to work with you when economies of scale are projected out. They are willing to start at a desired tier and provide pricing at applicable upgraded tiers.
Well suited:
- Medium to large companies
- When multiple business units are on the platform
- When workflows require collaboration across multiple fulfiller groups
- When integrations are required across many tools

Less appropriate:
- smaller companies, when you have overlapping tools and duplicate software spend for the same functionality