ServiceNow is the Ultimate Incident and Service Management application
September 22, 2025
ServiceNow is the Ultimate Incident and Service Management application
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceNow Now Platform
In our enterprise level company,
ServiceNow is utilized across many departments with various IT and PMO processes
exposure. ServiceNow is exposed to all 35 000+ employees and to more than 1 000 external
contractors and is enabled across the 29 countries we operate in. Here are few
of the most frequent and useful utilizations of ServiceNow that I'm aware
about: -
As Project management tool both on IT and Group
level. Where we track the whole project lifecycle – from Idea to project
execution. Covering Agile, Waterfall and Hybrid type projects
-
As Incident management centralized system across
all corporate applications (more than 150 systems) -
As Operational service requests system
-
Support vendors services quality monitoring and
reporting tool
ServiceNow is utilized across many departments with various IT and PMO processes
exposure. ServiceNow is exposed to all 35 000+ employees and to more than 1 000 external
contractors and is enabled across the 29 countries we operate in. Here are few
of the most frequent and useful utilizations of ServiceNow that I'm aware
about: -
As Project management tool both on IT and Group
level. Where we track the whole project lifecycle – from Idea to project
execution. Covering Agile, Waterfall and Hybrid type projects
-
As Incident management centralized system across
all corporate applications (more than 150 systems) -
As Operational service requests system
-
Support vendors services quality monitoring and
reporting tool
Pros
- Excellent ITCE best practices are available for Incident tracking and management
- Great Dashboard features
- Very easy to be customized and adapt to our company-specific processes and needs
- Very intuitive UI and navigation
Cons
- The ServiceNow performance speed has big room for improvement, as it is quite slow in loading Dashboards with more than 5-6 widgets. We are keeping our ServiceNow version up to date with latest releases.
- Usually there are issues with having multiple ServiceNow tabs open in the browser and have different dashboards open in those tabs.
- The way of showing a history log of all activities on Incident ticket is not optimal and easy to use or search in and have very old design.
- Improvement in resources capacity management and utilization
- Enables faster communication of systems issues through incidents and allows easier tracking of the INC progress and resolution
- Allows faster cross-vendor incidents allocation and triage
ServiceNow was chosen as replacement for Microsoft Project , due to better licensing model, more flexible configuration of the project stages and components, better API with Azure DevOps. Also ServiceNow is best in the area of Incident and Service management systems and the proof of concept with Jira and incident.io were not successful and we kept relying on ServiceNow. ServiceNow is much more scalable than MS Project for constantly growing enterprise companies for both employee and external contractor type personas.
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?
I wasn't involved with the selection/purchase process
Did implementation of ServiceNow Now Platform go as expected?
I wasn't involved with the implementation phase
Would you buy ServiceNow Now Platform again?
Yes
Comments
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