Item: ServiceNow Now Platform
Rating: 10
Author: Verified User

Overall Satisfaction with ServiceNow Now Platform

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 and Cons

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

As an ITSM tool, ServiceNow does a great job of standardizing service delivery, improving incident and change management, and providing visibility through automation and reporting. ServiceNow provides a centralized platform that allows IT teams to manage incidents, problems, and changes efficiently while ensuring consistent processes. Its automation and reporting capabilities help reduce resolution times, improve service quality, and give leadership better visibility into IT performance.

Alternatives Considered

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

Key Insights

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

Yes

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

Yes

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

Yes

Did implementation of ServiceNow Now Platform go as expected?

Yes

Would you buy ServiceNow Now Platform again?

Yes

Other Software Used

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

Likelihood to Recommend

ServiceNow is an excellent tool for incident management and, in general, as an ITSM service management system. It handles the assignment of incidents to different support teams very well. As an asset management tool, it is also good and helps with the life cycle of assets. I think ServiceNow sometimes falls short when it comes to system performance. They should try to make this better by monitoring and scaling.

Comments

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ServiceNow is the ideal ITSM solution.