My main use case for ServiceNow includes ITSM and ServiceNow App Engine, and then we use ITBM, strategic portfolio management, as well as ITOM Discovery and Customer Service Management. These are the main modules that I work with.

One specific example of how I use ServiceNow day-to-day with those modules is that ServiceNow App Engine is a platform where we can build custom applications end-to-end. We built one application where we take the input from the user via email, with the IMAP setup reading it into Excel in ServiceNow. We send the data provided by the user for validation in ServiceNow, and if duplicates are found in the ServiceNow database, those records fail. Otherwise, the passed records go to middleware, and from there, it goes to P20, with the ultimate goal of creating the invoice in SAP automatically based on the user input provided.

The best features ServiceNow offers mainly revolve around having a smooth workflow tool that integrates with other platforms, leading to its reputation as a platform of platforms. It is easy for different personas to come into various places in the workflow, ensuring the goal is to meet stipulated tasks within timelines and SLAs, which can be configured within the platform. The inbuilt SLAs allow for total configuration, and the end-to-end workflow gets accomplished. Another standout feature is the recent introduction of the AI control tower, which will significantly shape the future of AI, positioning ServiceNow as one of the front-runners in this area.

One standout aspect I appreciate is the seamless approvals flow in ServiceNow. Users can approve requests via email, mobile, or desktop, providing flexibility regardless of how a request is raised. The modified UI for agents, with workspaces and UI Builders, offers a significantly better interface as well.

The positive impact of ServiceNow on my organization began with ITSM as the core component. Initially, we started there, but we later realized the potential of low-code, no-code solutions, allowing us to build custom applications with the App Engine and utilizing modules such as Customer Service Management. We even acquired a new instance specifically to serve custom needs for our customers using the CSM module, which is definitely helping the organization effectively.

ServiceNow can be improved primarily in terms of licensing. When discussing with customers, we notice competition such as Microsoft Power Apps offering lower prices, despite not being as platform-oriented. Given ServiceNow's pricing approach, we face a challenge, as each module requires separate payment, leading to overall high costs, especially as the number of modules increases. If there were potential concessions in pricing, it would definitely help organizations gain more use cases from ServiceNow.

The pricing and licensing model for ServiceNow is quite complex. For example, with the App Engine, even if we can create many application tables, tracking costs across different business units is challenging, as it is not a one-organization setup. We struggle with distinguishing costs when users are part of multiple applications, complicating financial management. However, the new subscription management feature in the Washington release offers helpful tracking of user licenses and transaction consumption, which is beneficial for monitoring.

I have been using the solution for thirteen years.

ServiceNow is stable.

ServiceNow's scalability is good, as the configurations we apply accommodate constant changes. We can define custom tables and utilize script-type fields to handle dynamic requirements for new setups with minimal customization.

Customer support is generally prompt; they typically respond quickly to tickets. While there are occasional delays with specific tickets, overall, I find customer support to be quite good.

We did not use a different solution prior to ServiceNow; we relied on manual processes and RPA bots for invoice creation. The previous management of this was handled by a partner, but now we have integrated the solution within our organizational structure, providing better management.

We definitely see a return on investment, particularly regarding time saved. With automation, we have succeeded in moving invoices to customers much faster than before, where previously it took five to ten days from creation to dispatch. Now, thanks to ServiceNow's end-to-end automation, we save five to ten days of cycle time for each invoice.

We did not explore many alternative options, mainly validating ServiceNow from a workflow perspective due to concerns about UI.

My advice for others considering ServiceNow is to assess their needs for multiple workflow applications. If your organization requires several applications, I recommend viewing ServiceNow as a unified platform where you can certainly see the ROI. With the App Engine, a single license can cover multiple applications, allowing users to fulfill roles across projects, leading to increased efficiency and ROI.

ServiceNow's integrations are significant for my team as we have Integration Hub, and for custom integrations, we create scripted REST APIs for inbound connections and REST messages for outbound connections, making it easy to connect to any system with web service REST API support. In the past, we used SOAP, but now we focus on REST. We connect with third-party REST APIs, and for inbound requests needing extensive coding, we utilize scripted REST APIs. Otherwise, we use our import set APIs with staging table data retrieval, updating the target table based on transform maps. Regarding AI, we use Now Assist for ITSM and Now Assist for Creator; the Build Agent for Creator is a game changer, allowing coding with cursors outside the platform while syncing back, and enabling the building of global and scoped applications, which is very helpful.

One of the main outcomes from using ServiceNow is the integration mentioned earlier. We created an application for generating invoices in SAP where users wish to verify what they sent, as they cannot log in daily to see the data they provided and the invoice created. ServiceNow UI provides a more user-friendly solution, particularly for attachments required by customers, which prompted the need for this solution. I rate customer service at a level of three.

I worked for four to six months with ServiceNow, and then I left it and am generally using more GenAI open-source platforms now.

It was just for one or a few projects that I implemented ServiceNow.

I mainly used it for the development of some no-code platform, but it was very limited usage, after which I moved on.

I didn't do any sort of incident management.

I used it for some sort of analytics to help overcome challenges and check what was wrong if something was wrong.

It did help me see some benefits from using it.

In terms of time, it helped me save time.

It would be more than 30% in time savings.

There were less man-hours in terms of automation capabilities. It helped me with faster service delivery times.

It was faster to develop with ServiceNow.

ServiceNow's customization is not too agile in those cases; it takes a little bit of time.

They should integrate open-source LLM tools and make it a further low-code, no-code build with GenAI. I'm not sure if it is there, but if they can make it a no-code, low-code with GenAI, that would be much better.

I worked for four to six months with ServiceNow, and then I left it and am generally using more GenAI open-source platforms now.

It was easy for me to initially set up this tool.

It took approximately a couple of days to set up ServiceNow.

There were no downtimes, and I never had any sort of technical errors or stability falls.

Regarding scalability, I didn't feel that at any point this tool was not scalable enough or that I had to increase my usage.

I didn't need to contact the technical support of ServiceNow.

I didn't actually choose ServiceNow over something else on the market because this came recommended heavily by our CTO.

It was easy for me to initially set up this tool.

It took approximately a couple of days to set up ServiceNow.

I am using some of the no-code, low-code platforms which are more GenAI, such as L-Leverage and others when comparing ServiceNow to something else that I'm working with.

I can't remember any noticeable difference in features or performance when comparing those tools to ServiceNow.

ServiceNow was really good back then, but now there are many other tools which are working better if it was my choice.

I already gave feedback about ServiceNow some time back.

It was more Orchestration, but it was two or three years back.

On a scale from one to ten, I rate ServiceNow a six out of ten.

We use the product for ITSM, DevOps, change management, problem management, and incident management. We utilize all the modules.

The product's integration functionality in the change management module has significantly improved efficiency in our organization. It has enhanced the delivery process with automated operations.

The most valuable aspects of ServiceNow are incident and problem management in the workspace. It helps us create meetings within the platform where users can collaborate to resolve issues.

They could improve license management, particularly when integrating different applications or toolsets. The process of how licenses are billed and the potential for noncompliance issues could be clearly stated during module purchase. It results in unforeseen costs when integrating various tools, such as DevOps, where contributors from projects may be misinterpreted as core contributors, leading to unnecessary charges. They could make the licensing process clear to understand.

We have been using ServiceNow since 2020. We use the latest version.

It is a stable platform.

We have 30000 ServiceNow users in our organization. It needs to be more scalable, particularly in the context of Microsoft's roadmap. The existing cloud integrations and point-to-point integrations with Azure DevOps might have challenges during a transition to GitHub. We have to manually re-configure the same.

The technical support services are dependent on integration partners.

We used Jira before.

It is a cloud solution. The initial setup is difficult. It requires someone with knowledge of the ServiceNow platform. One can take assistance from a DevOps engineer for configuration.

It takes a few weeks to complete. We have deployed it in different regions. We need to synchronize the changes across all the regions as well.

We take assistance from our integration partner for implementation.

We have experienced improvements in time-saving since implementing ServiceNow. The change module has allowed for identifying and onboarding services with low business criticality, streamlining the approval process for changes and deployments. It makes the deployment process simple, fast, and easy.

It is an expensive platform.

We have bought the product's standard version with different components implemented across all the departments of our organization. We can add more components as per requirement.

We need assistance from specialists with in-depth knowledge of the platform, such as those holding ServiceNow certifications for complex business requirements.

I rate it six out of ten.

We began by providing internal and customer advisory services, focusing on ITSM. We replaced products from IBM, HPE, and BMC, migrating customers to the ServiceNow ITSM platform. In some cases, we also transitioned customers to ITOM after stabilizing the ITSM product. This initiative started around 2015 and continued into 2016 and 2017,

ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform.

Subsequently, we integrated HR, cybersecurity, and other teams into the workflow for employee onboarding and offboarding. The system proved particularly beneficial for managing employee movements between projects and departments.

In incident and problem management, we find ServiceNow's ISO compliance features to be highly valuable. The system manages the entire process, ensuring compliance with ITSM standards, and providing a complete audit trail that is useful for auditors and certifying authorities. Another significant benefit is the integration capabilities of ServiceNow's IT workflows.

ServiceNow's ease of use allowed us to establish numerous shared services. Various critical transactions, as well as routine service requests and queries, were migrated to the shared ServiceNow platform. This transition freed up resources in HR, finance, procurement, and IT administration, enabling our staff to focus on more meaningful tasks.

The tool's ITOM products are useful.

The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models.

ServiceNow has been deployed in both on-premises and cloud environments. However, the cost of using ServiceNow, especially for IT Operations Management is high. This expense has led customers to explore alternatives such as Freshdesk or other products in the market.

I have been using the product for ten years.

I rate the tool's stability an eight out of ten. One challenge with ServiceNow is occasional failures and availability issues, although they are rare. In case of critical operations being impacted, there is no recall available.

I rate the solution's scalability a nine out of ten.

The tool needs to improve its documentation and the providers need to stay updated with all the offerings. The certification process of service providers should be reviewed as not all of them are up to date with ServiceNow offerings.

I rate the product's deployment a six out of ten. Its deployment depends on factors such as the customer's existing backend setup and the organization of their data. For a fresh implementation, it can be fast and straightforward. However, if data migration and the creation of custom workflows and integrations are involved, it can take longer.

I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term.

The solution is suitable for enterprises. It is not advisable for small and medium businesses. The tool comes with a developer's toolkit which offers integration possibilities. It goes beyond traditional IT functions, becoming a business solution used across various departments. With its development capabilities, ServiceNow facilitates applications in core functional areas, such as operations.

ServiceNow is good for many types of business needs and is better than older products. However, it faces tough competition from newer platforms. ServiceNow keeps getting better with new features, but its value may change. Automation is easier now, and people who use it are more familiar with technology.

I rate the overall product a seven out of ten.

I work in the compliance department at my company, and we use ServiceNow to manage our team members' tasks.

ServiceNow helps us deliver projects on schedule. When we start a new project, we share the deadlines with the various team members, and they perform their assigned tasks.

I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows.

We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards.

I have used ServiceNow for a month and a half.

I rate ServiceNow nine out of 10 for stability. We haven't had any downtime except for platform maintenance and upgrades.

I rate ServiceNow 10 out of 10 for scalability. ServiceNow is a highly scalable platform that can work for large enterprise. We have around 1,000 employees, and we use it heavily. Scalability is never an issue.

We previously used Jira and Monday. Monday is user-friendly and interactive. It's more appropriate for beginners. ServiceNow is better for professional teams who have some knowledge and experience. Monday is accessible and intuitive. It's easy to create dashboards,

I wasn't part of the deployment, but I believe it was straightforward because ServiceNow is a cloud-based application. The initial planning took about three months, but the deployment only took one or two weeks.

I rate ServiceNow eight out of 10. It's too expensive.

We're currently considering Microsoft's SharePoint portal.

I rate ServiceNow seven out of 10. ServiceNow is better than competing solutions we've used like Jira and Monday.com, and they're working hard to improve organizational processes. They're doing a great job. I would recommend them. Their technical support and deployment team are better than the solution itself. They understand how to refine processes to help you perform better.