Bynet ServiceNow ITSM

ServiceNow  is primarily used for IT service operations in our organization to automate workflows and track incidents, requests, and change management in a centralized platform. Our main focus areas include incident management, request management, change management, and server patch deployment approval processes, as there are many processes within change management. Additionally, we utilize ServiceNow  for asset tracking and workflow automation across IT operations.

In our day-to-day operations, users raise requests or tickets for technical issues, and the support team tracks and resolves them. For example, if an employee reports an Outlook issue through a ServiceNow ticket, the particular team will work on that issue. In change management, we manage planned IT changes with approvals and risk assessments, including the server patch deployment approval process. Request management allows employees to request access, software, or hardware through the service catalog, such as requesting VPN access or laptop allocations.

For workflow automation, we use ServiceNow to automate repetitive business processes and approvals, including new employee onboarding approval workflows and employee offboarding workflows. ServiceNow provides excellent tracking capabilities and is very valuable for day-to-day work.

ServiceNow's best features include ticket management, workflow automations, service catalog, reporting, dashboards, and knowledge base. One of the standout capabilities is the ability to automatically route tickets to the correct support team. These features significantly enhance daily work by making it very straightforward for the team.

From the dashboard, ServiceNow provides reporting and dashboard capabilities to track ticket status and SLA performance according to the employee or associate. For example, a manager can view dashboards showing open incidents, resolved tickets, SLA breaches, pending approvals, and team performance. Key features include real-time dashboards, custom reports, SLA tracking, trend analysis, and performance analytics. ServiceNow offers customizable reporting and dashboards to monitor incidents, SLAs, team performance, and service operations in real-time.

Additionally, interactive filters are available with data visualizations that allow us to manage and track open incidents, average resolution time, SLA breaches, and team workload from a single dashboard. ServiceNow offers customizable dashboards, scheduled reporting, and real-time operational visibility for service management.

ServiceNow has impacted our organization very positively, and we are improving day by day. It improves operational efficiency, standardizes processes, and reduces manual work. The platform enables faster ticket resolution through automated workflows, improved service tracking, and better visibility of incidents. Specific outcomes include faster incident resolution for critical P2 incidents, improved SLA compliance, reduced manual workload, and better ticket visibility. The incident resolution time has been reduced from eight hours to four hours after implementing workflow automations.

Although ServiceNow is already powerful, some areas can be improved for better day-to-day usability. UI simplification is necessary as the interface can feel complex for new users who are unable to understand how to use this tool. Customization complexity is also an issue, as advanced workflows may require specialized knowledge. Additionally, licensing costs can be expensive for smaller organizations, as creating complex workflows or custom integrations may require developer support.

Performance optimization is another area needing improvement, as large workflows and heavily customized instances may slow down the tool. Reporting  flexibility can also be improved, as some advanced reporting requires additional configurations.

I have been using ServiceNow for twelve months.

ServiceNow is stable, and stability is a strong point. It is a reliable cloud platform with good uptime and workflow performance, supporting business-critical processes effectively when configured properly. In my experience, ServiceNow is a stable and reliable platform that supports day-to-day IT operations with strong availability and performance.

ServiceNow is highly scalable for small teams to enterprise organizations, managing global IT support operations from one platform. It not only accommodates increased workloads but also supports growth in our organization, making it a very good platform.

Customer support from ServiceNow is good, including documentation, knowledge base articles, community forums, and ticket-based support via the support portal. The platform also offers twenty-four/seven support for customers depending on their plans. Users can raise tickets for platform issues, workflow errors, integrations, or production incidents through ServiceNow's support portal.

I have not used any previous solutions because ServiceNow is the best.

ServiceNow provides strong ROI by automating workflows, reducing manual effort, improving service efficiency, and optimizing IT operations. Automatic ticket routing and approval workflows reduce response time and operational overhead. ServiceNow delivers strong ROI by improving operational efficiency, automating workflows, reducing manual effort, and enhancing service delivery across IT processes.

ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business requirements. Pricing varies depending on modules such as ITSM  and ITOM, and licensing is role-based and module-based. For example, an IT support engineer may require a full filler license, while employees raising tickets may only need requester access. ServiceNow uses a subscription and role-based licensing model with custom pricing based on modules and users. The setup cost depends on implementation scope, integrations, and customization requirements.

Before choosing ServiceNow, I evaluated different platforms and assessed business requirements, ITSM  capabilities, and related factors. ServiceNow proved to be the best option.

I would recommend ServiceNow to organizations looking for a scalable workflow automation platform, especially those needing centralized incident, request, change management, and asset management. For example, a large organization with multiple support teams can use ServiceNow to automate ticket routing, approvals, and service workflows. ServiceNow is a strong choice for organizations seeking workflow automation, service management, operational efficiency, and scalable IT service processes.

ServiceNow is a very strong platform and an excellent choice for any organization that needs infrastructure-related support, such as tracking workflows, incidents, or changes in the environment. This platform is excellent, and its performance is also very strong. I would rate this review at four stars for the overall ServiceNow experience.

I work with ServiceNow 's GRC  solution, specifically IRM. I work with customer applications and a couple of modules in ServiceNow .

Many things within organizations need to be digitized, and since ServiceNow has many products for the enterprise with ready-to-use modules that you can install, it provides a lot of out-of-the-box capability and features. You won't have to customize or do a lot of work. ServiceNow provides a lot of solutions across HR, customer service, and security, which is what we use it for.

Incident response and resolution workflows have out-of-the-box flows. For IT incidents, all you'd have to do is configure a few assignment tools. It's primarily configuration, but they execute it fairly well.

Over the years, ServiceNow has become very standard. I don't use ServiceNow extensively as an end user. We implement ServiceNow for clients as consultants. From what I've seen over the years, the ITSM  processes are now very streamlined and very aligned to what I recommend.

ServiceNow is open and does not restrict you from doing a lot of things. It gives you a lot of flexibility to integrate, build legacy applications, and provides a lot of functionalities.

The productivity features are excellent. Agent workspace and the AI products that ServiceNow is coming up with, such as Agent Assist and virtual chatbots, promote self-service and allow help desk agents to leverage a lot of features rather than reinventing features each time. This does help introduce efficiency.

The first thing is the total cost of ownership. Being a SaaS, you can actually scale up or scale down. Scaling down is not that easy, but you can actually scale up as much as you want. You could start small and then expand, so from an investment perspective, it's more often operational expenses than capital expenses, which organizations appreciate.

For the modules that have been in ServiceNow for more than four or five years, they've been pretty straightforward. Organizations have implemented them, there are a lot of case studies, and a lot of people have shared their investments in terms of time and effort. For the newer modules, it sometimes gets a little complex, but I think it's still fairly easy.

There isn't a lot. To a limited extent, I have a large team, so I'm sure others might be using it differently, but I haven't found a lot of areas for improvement.

Not really. If you had asked this question five or six years back, I would have probably mentioned a few things, but I think ServiceNow is doing pretty well now.

There have been no stability issues so far. ServiceNow is very stable.

There are implementations with pretty old systems where customers tend to struggle a little bit with storage, but otherwise, I think ServiceNow is pretty scalable.

Technical support from ServiceNow is responsive and very good. Their support is what used to be called high support earlier.

I have always worked with cloud solutions.

Typically, it involves engaging with our clients and gathering all the requirements thoroughly, ensuring that the instance has been acquired and there are enough licenses. We have a minimum of three environments: dev, test, and prod. We stay on the latest version of ServiceNow that the client wants. For example, if your requirement is to achieve something as a business imperative, we discuss whether the ServiceNow solution meets that requirement.

I think at least a team of five to six people is needed, including developers, testers, business process consultants, project managers, and all the relevant roles and teams.

You should invest in ServiceNow only if you're looking at a long-term strategy and your requirements are very, very clear. Otherwise, organizations tend to invest in ServiceNow and then lose interest over time, which leads to a loss in ROI on ServiceNow.

Their licensing cost is significant. The pricing is high.

Not all the time. For example, if I take the example of ServiceNow's PPM  product and Varun and Test, which come under strategic portfolio management. When I did this comparison a few years back, I don't know if the pricing has updated now. But what I saw back then was a competing product, Jira , which is an Atlassian product. They were offering better functionalities at one tenth of the price. ServiceNow has a platform strategy, and you definitely have point solutions that are sometimes better than ServiceNow, but I think as a platform, ServiceNow is much better.

I am currently working on a couple of projects. I gave a review rating of eighteen.

ServiceNow  serves as a comprehensive recorded repository for our organization. We utilize it for asset management across our different branches worldwide. Each branch has an IT manager, and through asset management, when any alert comes in, we can easily identify the location and retrieve the IT manager details. Everything is documented in ServiceNow , and whatever alerts we handle, every work note can be sent to the vendor requesting remediation based on user responses.

The user interface of ServiceNow is very flexible. We can find each and every user's information and identity, including details like designation and reporting structure. We can track the entire process from assigning tickets to work in progress, putting tickets on hold, and creating subtasks. Everything can be customized according to our needs.

The best feature of ServiceNow, from my perspective, is that it is completely integral to our work on security. From the start, we can attend to tickets, and from there until resolving the ticket, it helps us because every documentation is done by ServiceNow. We keep standard operating procedures for every new alert, and we can create SOPs and KPs as needed.

ServiceNow is not cheap, but it offers standard functionality and features compared to all ticketing systems.

ServiceNow can improve by being customizable based on the different needs of companies, such as infrastructure and security requirements.

If I had the opportunity to add a feature to ServiceNow, I would add extra information such as IPs and network hierarchy. By network hierarchy, I mean the information about the firewall and how it starts from end to end with servers, switches, routers, firewalls, and all related network tools, from the Internet to Endpoint. We need each and every piece of information about which branch and host is sometimes unmanaged without any identity, and for those, we need to create a separate group.

I have been using ServiceNow for more than two and a half years.

Regarding stability, ServiceNow is reliable. We get notifications when upgrades are needed, and it is stable with no breakdowns or bugs. I have never faced any issues after upgrading ServiceNow.

Around six thousand people are using ServiceNow in my company.

I have not contacted ServiceNow support team. My higher team may have contacted them regarding automated insights, signals, detection, and alerts.

I am using ServiceNow and do not see any issues with it currently. I am happy with the interface of ServiceNow. By network hierarchy, I mean the information about the firewall and how it starts from end to end with servers, switches, routers, firewalls, and all related network tools, from the Internet to Endpoint. We need each and every piece of information about which branch and host is sometimes unmanaged without any identity, and for those, we need to create a separate group. If I had the opportunity to add a feature to ServiceNow, I would add extra information such as IPs and network hierarchy. ServiceNow is not cheap, but it offers standard functionality and features compared to all ticketing systems. I would rate ServiceNow an eight because of its capabilities. My company is a customer of ServiceNow.

I digitize things within an organization, and ServiceNow today has a lot of products for the enterprise with ready-to-use modules that you can install. The out-of-box capability provides a lot of features without requiring customization or extensive work. ServiceNow provides solutions across HR, customer service, and security, which is what I use it for.

Incident response and resolution workflows are handled with ServiceNow. There are out-of-the-box flows for IT incidents that only require configuring a few assignment tools. It is primarily configuration, but they do it fairly well.

Typically, the main steps I take when implementing ServiceNow are engaging with clients and gathering all requirements. I thoroughly ensure that the instance has been acquired and there are enough licenses. We maintain a minimum of three environments: dev, test, and prod. Then we ensure we are on the latest version of ServiceNow that the client wants. For example, if the requirement is to achieve something as a business imperative, we check if the ServiceNow solution meets that requirement. Those are the kinds of things we discuss.

Over the years, ServiceNow has streamlined my IT service management processes to a very standard level. I do not use ServiceNow extensively; we implement ServiceNow, so we are consultants implementing ServiceNow for clients. From what I have seen over the years, the ITSM processes are now very streamlined and very aligned to what I recommend.

What I appreciate about ServiceNow is that it is open. It does not restrict me from doing many things. ServiceNow is very open and gives me a lot of flexibility to integrate and build legacy applications with many functionalities.

The feature that has had the biggest impact on my productivity is the productivity feature itself. I think when used correctly, the Agent Workspace and all the AI products that ServiceNow is coming up with, such as Agent Assist and the virtual chatbot, promote self-service and allow help desk agents to leverage many features rather than reinventing features each time.

I would like to see an improvement in their licensing cost.

Feature-wise, I do not have any features that I would like to see included or enhanced. If I had been asked this question five or six years back, I would have probably mentioned a few, but ServiceNow is doing pretty well now.

I recently experienced ServiceNow and am currently working on a couple of projects.

I have not experienced any issues or hiccups with the stability of ServiceNow.

I find ServiceNow to be scalable. There are old implementations where customers tend to struggle with storage, but I think ServiceNow is generally pretty scalable.

I would evaluate the solution's technical support as responsive and very good. Their support is now what used to be called high support earlier.

For the modules that have been on ServiceNow for more than four or five years, I find the initial setup process pretty straightforward. Organizations that have implemented ServiceNow have shared a lot of case studies and their investments in terms of time and effort. For the newer modules, it sometimes gets a little complex, but I think it is still fairly easy.

I need at least a team of five to six people for ServiceNow, including developers, testers, business process consultants, and project managers, covering all the necessary roles and teams.

The advice I would give to others looking into implementing ServiceNow is to invest in it only if you are considering a long-term strategy and you have your requirements very clear. Otherwise, organizations tend to invest in ServiceNow and then lose interest over time, which leads to not observing the right ROI on ServiceNow.

I find the pricing of ServiceNow to be high and somewhat reasonable. It does not always bring value for my customer's side. For example, when I compared the ServiceNow PPM product to a competitive product like Jira, which is an Atlassian product, they were offering better functionalities at one-tenth of the price. ServiceNow has that platform strategy, and there are definitely point solutions that are sometimes better than the services offered by ServiceNow, but as a platform, ServiceNow is much better.

From the benefits perspective, the first thing ServiceNow brings to my customer's side is the total cost of ownership. Being a SaaS, you can scale up or scale down. Scaling down is not that easy, but you can scale up whatever you want. You could start small and then expand. From an investment perspective, it is more often opex than capex, which organizations like a lot.

I use ServiceNow  to manage incident management, change management, enhancements or development needs, and service request management from business users. I use ServiceNow  to manage all incidents, change requests, and service requests to check whether we are performing activities without escalations, acknowledging, assigning tickets, and working tickets according to the priority assigned by business users so that there will be very little chance of any misses in reported issues and to complete tasks within the provided SLAs.

We mostly use ServiceNow for user access requests, approval of workflows, and creating reporting dashboards. One of my recent activities involved automating the process of incident creation in ServiceNow for every job failure received from Control-M . When a job is an important job related to a priority one job, the system automatically creates an incident in ServiceNow. I worked on a job failure related to an audit ID issue. ODS jobs run multiple times a day in our project. For every ODS job triggered, a unique audit ID is created in the audit table. Once the job is completed and its workflow is finished, the audit ID needs to be closed. However, in some cases, due to network issues or server integration issues, the audit ID cannot be closed after the job is completed. If an audit ID is not closed from the previous instance, the next instance automatically fails. An incident was created for me to work on this audit ID issue and automate the process. I used ChatGPT for assistance and created a pipeline in SnapLogic  that connects to the audit table to check whether all audit IDs are closed. This pipeline runs multiple times daily to check audit ID status. If any audit ID is not closed, it automatically triggers a mail alert so I can close the audit ID manually. The Control-M  team created this incident to check on the failure, and later a business user also reported that ODS jobs were failing more frequently due to this audit ID issue. I worked on that and automated the mail integration part from SnapLogic . I have monitored all metrics and SLA resolution metrics while updating work notes daily to inform the user of progress and closing the incident before the SLA is completed after taking confirmation from the user so that there will be no escalations in our project.

For my day-to-day work, I use ServiceNow for incident management, change management, and service request management. My use cases are mostly job failure-related incidents, user access requests, or workflow-related enhancements for service requests for Looker  dashboards, Essbase , or free form reporting tools.

One feature I appreciate about ServiceNow is the SLA notification system. If there are any SLAs that have not yet been met and are completed, for example in our project, when the SLA reaches 60%, I automatically receive an email from ServiceNow indicating that the SLA of a particular incident is at 60%. This allows me to put the incident on hold by taking confirmation from the user or work on the incident as soon as possible to resolve it before any escalation occurs. In this way, there are no issues with the business users in our project. I appreciate how ServiceNow has automated the process of notifying users if SLAs are not met. Additionally, the user interface is very easy to use. If someone is using ServiceNow for the first time, by viewing an incident, they can understand what the incident is, which team it is related to, why the incident was created, the priority, the impact it is creating, and the description. By reading the description and short description, someone can easily understand what type of incident it is. By going through work notes and resolution notes, we can easily understand the current progress. If an incident was resolved one year ago and the same incident is happening now, but the person who resolved it previously has left the team, we can easily go through that incident's work notes and work on the same conditions to resolve the current issue. The history of incidents stored by ServiceNow is something I value.

The SLA integration is particularly valuable. Once any incident or change management meets its SLA and reaches 60%, I receive an email notifying me that the task has been in a waiting period for more than 60% of the time. I then work on that priority to ensure there are no escalations. In this way, ServiceNow helps me manage my tasks based on the priority and impact each incident is having, allowing me to work on tasks in the appropriate order so that it will not impact any reporting or analysis being done by business users. The interface is very user-friendly, and any person with minimal knowledge and no technical background can use ServiceNow.

Without ServiceNow integration into our queue, we might miss some emails. There would be numerous emails from business users, and we would not know the priority of what items to work on immediately and what items we can work on later. Priority-wise checklists could not be maintained properly, and SLAs would not be defined for each incident, which would sometimes result in escalations from business users. With ServiceNow, all incidents, the time we spend on each incident, and the time we take to update notes and resolve incidents are tracked. We can update work notes in ServiceNow so that users can see the current progress. In this way, ServiceNow helps our team.

Productivity has increased since integrating ServiceNow because SLAs have been met in almost 99% of cases. In one or two incidents, the SLA has gone into escalations, but 99% of the time, the SLA has been met, due to which business users have a positive review of our work. Resources cannot be misused, and they are tracking how much time we spend on each incident. I believe that because of ServiceNow integration, the tracking and working on incidents because of the defined SLAs have enabled us to work effectively.

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good.

The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

I have been using ServiceNow for the past one year.

Recently, I wanted to add a new DL to our ServiceNow queue and reached out to customer support. Within a few hours, they contacted us back and deployed the new DL and added new members so that incidents could be assigned to them. I have already mentioned the SLA emails we receive when SLAs are reaching 60%. Customer support has helped us with these two things recently. I think the customer support is very good for ServiceNow. The documentation part is easy for simpler tasks, but for some complex features, the documentation needs to be updated properly.

ServiceNow is mostly user-friendly, and any person with no technical background can go through the basic features of ServiceNow. I would request that anyone using the tool go through the SLAs of each incident daily and update work notes daily so there would not be any escalations. Work on items based on the priority and impact they are creating, and go through the description and short description very carefully before starting work on an incident. Once going through the documentation, anyone can easily understand ServiceNow. I would rate this product an eight out of ten.