Servicenow, value for money
June 20, 2022

Servicenow, value for money

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

Overall Satisfaction with ServiceNow Orchestration

ServiceNow Orchestration was used before with the ITSM tool only, last year we were using the full CSM license. This gave our customers, and also us, more usability. F.e. we were able to assign multiple incidents to a problem, but also link a change to that same problem. By using CSM, your customers have a single case number as a reference to a problem with multiple incidents and/or (a) change(s). We want to give our customer a single portal and 'click his way through his records'.
  • Linking multipe records (Knowledge Items, Problem, change,. CI) to a single incident
  • A customers 'super" user has access to all cases that are filled by them.
  • When a change is filed and you link to the CI involved. You get an overview of all CI that depends on the involved CI.
  • GUI for customers can be improved
  • Workflow designer has hick ups now and then
  • pricing, but if the tool meets your requirements. Do not hesita to use it. (negative)
  • Employees have more grip on their workload (positive)
  • Good reporting possibilties
Reporting, selections of Servicenow is much better than TOPdesk.
Complex workflows can be build
CI's and their dependencies are simple to configure

Do you think ServiceNow Orchestration delivers good value for the price?


Are you happy with ServiceNow Orchestration's feature set?


Did ServiceNow Orchestration live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow Orchestration go as expected?


Would you buy ServiceNow Orchestration again?


Servicenow should be particulary used by large companies, or companies that have a lot of large customers. But be aware to have a look at your own demands.

If your a company that is not bigger than 250 employees, you should have a look at other ITSM tools.

ServiceNow Orchestration Feature Ratings

Multi-platform scheduling
Central monitoring
Alerts and notifications
Analysis and visualization
Application integration

Using ServiceNow Orchestration

40 - Support Engineers
License managers
ITIL / ISM proces managers