I am currently working in a previous organization as a second line support engineer, and while I am working there, I update my regular activities and support details in ServiceNow, so you can ask me regarding that without any problems.

My relationship with ServiceNow is as a user who creates requests regarding issues such as machines not properly connected to the internet or printers not working, and I have access based on the support profile.

I use ServiceNow to investigate issues, update my findings, and fix the issue directly, or if any on-site intervention is required, I forward it to my next level or escalation. For day-to-day activities, such as rebooting servers, we want to get a change request approved before proceeding after business hours or on holidays, and we keep the ServiceNow ticket in my queue, updating our findings with screenshots and details before closing the tickets.

The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status, which makes ServiceNow the best tool I have ever used.

The integration capabilities of ServiceNow allow us to enhance our existing environment easily, so I rate it as a nine.

The return on investment from ServiceNow may be around 8.5, indicating time-saving benefits or fewer people needed to operate with this solution.

While ServiceNow has many options, the number of options can sometimes be confusing regarding where to click or how things work, as it is based on configuration provided by the administrator.

The initial setup of ServiceNow was easy for me, and I can easily access the knowledge base, pass tickets to another team through internal notes, and each individual will get a personal email when a ticket is placed into their queue, although sometimes the numerous options can be confusing.

My experience of working with ServiceNow is approximately one year.

I rate the stability of ServiceNow as a nine on a scale of one to ten.

I rate the scalability of ServiceNow as an eight on a scale of one to ten.

I might be unsure about how many users are using ServiceNow in my organization, but it could be around 500.

I rate the technical support of ServiceNow as a nine on a scale of one to ten.

I have experience with other solutions, such as Freshdesk, ServiceNow, Zendesk, ConnectWise, Azure platform, and Ivanti.

The initial setup of ServiceNow was easy for me.

The return on investment from ServiceNow may be around 8.5, indicating time-saving benefits or fewer people needed to operate with this solution.

Regarding the price of ServiceNow, I am not certain because our management team takes care of all pricing details, but I know it is quite high in the market.

Based on my experience, I would recommend ServiceNow to other people. I give ServiceNow an overall rating of nine out of ten.

The use case for ServiceNow was that one of our clients was using some other tools for the ticketing system, which was an on-premise tool that presented a lot of hassle with respect to infrastructure challenges. They contacted us, and we evaluated different cloud-based solutions such as Jira, ManageEngine, and ServiceNow. After the demos and evaluations, they adopted ServiceNow, and we migrated all their workflows from the legacy system to ServiceNow.

The key points, both pros and cons of ServiceNow in comparison to Jira or ManageEngine technologies, are that it offers an object-oriented architecture, which is more flexible and allows us to customize the workflows quite easily. Additionally, the user interface is very much aligned with the requirements of the customer.

Feature-wise, the object-oriented architecture of ServiceNow is very much helpful for designing the workflows and similar tasks.

I have seen ROI from ServiceNow, as the client I mentioned earlier is achieving ROI for adopting this cloud-based technology. They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.

There are things that I would like to see improved in ServiceNow, such as the pricing, as it is a very costly solution compared to other tools. Additionally, its presence in the local market is very limited; in Pakistan, for example, I don't see any vendor or distributor of ServiceNow available. They need to increase their sales spectrum globally so people can easily access them and engage them for client meetings and more.

From a functionality perspective, the features in ServiceNow are acceptable as, at the moment, the ITSM modules rank highly, being 13 plus Pink Elephant certified, which is a good aspect to have.

When providing advice to users, I would suggest they consider making strategic decisions about their per user pricing since it is very high. In our region, people normally start with 5 to 10 users, but the per user price is quite steep. Moreover, ServiceNow does not charge based on data uploaded or downloaded, so they should reconsider their pricing and data policies to align better with the financial capabilities of the region.

I have been working with ServiceNow for more than a year.

The initial setup of ServiceNow was straightforward; I did not face any challenges or complexities during the implementation process because it is instance-based, so everyone can sign up with the instance online and get it ready.

From a performance point of view, there are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.

From a performance point of view, there are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.

I would rate the technical support of ServiceNow a six on a scale of 1 to 10, where 10 is the best.

It is not difficult to maintain ServiceNow; it simply requires sending a request. However, obtaining support for maintenance is the current challenge because they don't have a presence in the local market.

Our client was using other tools for the ticketing system, which was an on-premise tool that presented many infrastructure challenges.

The initial setup of ServiceNow was straightforward; I did not face any challenges or complexities during the implementation process because it is instance-based, so everyone can sign up with the instance online and get it ready.

It took me between 3 to 6 months to migrate from the legacy system to ServiceNow, depending on how many workflows needed to be migrated.

I have seen ROI from ServiceNow, as the client is achieving ROI for adopting this cloud-based technology. They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.

All the modules of ServiceNow are equally important, but initially, I can say that the change management and asset management modules are the ones that I recommend to our clients.

I have utilized automation capabilities in ServiceNow by introducing workflows. The main goal of designing automation workflows was to achieve automation.

It has been successful as my clients have completely gotten rid of that legacy system and are now using the ServiceNow solution.

I have not had any AI features or AI-driven initiatives with ServiceNow.

Regarding the integration capabilities of ServiceNow, I don't know as we did not use any kind of integration.

In terms of the size of the environment, there are more than a hundred workflows.

From the end users' perspective, there are around 75 users.

Overall, I would rate ServiceNow as a nine as a solution and product.

We mainly use ServiceNow for workflow definition, primarily for ITSM purposes. It is utilized across the whole organization for functions, from employee onboarding to various operational activities. We leverage different use cases for HR functionalities, IT applications, IT operations, IT support, finance activities, and project submissions.

The workflow management in ServiceNow is amazing. The integration with third-party business applications is extraordinary, providing compatibility with major vendors like Microsoft, Oracle, IBM, as well as with custom-built applications. Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.

The main area for improvement in ServiceNow is its support. Their customer support could make it a great solution, not just product support but also their relationship with partners and training initiatives in different regions. The official support is often distant, and many partners are not up to standard, which harms the product's reputation.

I have been working with ServiceNow for approximately six years now.

From a stability perspective, ServiceNow has almost no issues.

ServiceNow is a very scalable solution. I would rate it 10 out of 10 for scalability.

Direct support from ServiceNow is not very good. Most of the support comes from partners, and customers heavily rely on them. I would rate it 6 out of 10.

We evaluated other options, like ManageEngine, and performed POC for multiple environments. We chose ServiceNow because of the wide range of use cases it offers. It is a one-time investment that takes substantial time and resources.

Setting up ServiceNow involves unique system requirements, and compared to other ITSM solutions, it's more challenging to implement effectively. The standard deployment takes at least two weeks if everything goes smoothly.

Professional resources are essential for setting up ServiceNow because the environment is substantial, and you need competent personnel to implement the numerous components efficiently.

We can easily quantify the return on investment during the six years with ServiceNow.

ServiceNow is expensive for all regions. The licensing cost per year per user is not precisely known but is considered high.

We evaluated other solutions like ManageEngine before selecting ServiceNow.

If someone decides to implement ServiceNow, they are taking on a significant responsibility. The success or failure relies on the time and effort planned. For a mature implementation, it may take two to three years, and investing in quality resources and understanding business requirements in advance is crucial. Overall, I rate ServiceNow 10 out of 10.

I use ServiceNow to log tickets, raise incidents, and handle change requests for different environments by utilizing various categories, situations, and service assignment groups. I track all tickets related to issues or enhancements.

ServiceNow helps us track tickets related to issues or enhancements efficiently.

The most valuable features of ServiceNow for me are its ticketing and reporting capabilities. Additionally, its integration is great; I have integrated several C# applications to track or update the ServiceNow situations, reference columns, or tagging, which is also very easy. Once I understand the process, customization and exploration become possible using my personal code, which is a significant advantage.

There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.

I have been working with ServiceNow for four to five years.

ServiceNow is already a stable tool. There is no doubt about its stability, and no additional measures are needed.

ServiceNow is quite scalable within my company. My account fully utilizes ServiceNow, with no other tool in use. It is capable of vertical scaling with no issues.

I have contacted ServiceNow support multiple times and their response is very quick. The support is exemplary and deserves a perfect rating.

Before ServiceNow, I was using HP ALM, GitHub, and ADO. Reporting in ServiceNow is easier compared to these other tools. However, HP ALM and ADO have capabilities to create bug tickets, something ServiceNow lacks.

The initial setup is very easy due to its user-friendly interface. New users can understand it quickly without any problems.

Before using ServiceNow, I evaluated HP ALM, GitHub, and ADO.

I recommend ServiceNow due to its stability and good security. It integrates well with Active Directory, making it easy to manage users without separate licenses or access controls.

The overall rating for ServiceNow would be ten out of ten.

I primarily use ServiceNow for client development. We have specific clients, and we offer consultation for them. Our tool also handles project management.

For our work, ServiceNow's service catalogs and SDK integrations are the most valuable features. It offers integrations like the mid server integration and others. ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.

There are sometimes challenges with the portal being a bit confusing for new users. The implementation of the portal and workspaces is quite different, and improvements in this area would be beneficial.

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

ServiceNow is stable enough. They provide good solutions if there are any issues.

We haven't faced any scalability issues. ServiceNow is scalable and meets our needs.

The tech support is good. I have contacted them four to five times over the past two years, and they have been quite helpful.

I have only used ServiceNow solutions. I did not evaluate any other solutions before using ServiceNow.

The initial setup depends on the complexity of the project. It can take two to three months or even up to two years, based on the project's requirements. I would rate it seven point five out of ten for ease of setup.

The return on investment is good when implementing for ourselves and for other clients. The ROI for projects is favorable.

The pricing depends on the complexity. If only using modules like in Jira, ServiceNow can be more expensive, but it offers more functionality. ServiceNow's pricing can be justified if more functionality is required.

I recommend considering the functionality and user-friendliness before deciding on its implementation.

I rate ServiceNow eight out of ten.

We're using ServiceNow for the entire chain process and all aspects of the module. It covers all modules and their associated problems.

It offers significant benefits due to its compatibility and comprehensive approach. Consolidating multiple functionalities into a single platform reduces the need to invest in various separate solutions. ServiceNow integrates ITSM, CMDB, Discovery modules, and more into one cohesive system. This unified approach provides a single view across all modules, reducing complexity and financial risk. By using a single technology, organizations can effectively meet their needs and address potential risks more efficiently.

This was very helpful in CMDP, particularly regarding extraction and workflows. The benefit lies in having a single console rather than multiple consoles, which significantly simplifies the process and improves efficiency.

ServiceNow has had a similar pattern, but when it comes to third-party integrations, Uddin appears to be more flexible than ServiceNow. ServiceNow might need to improve its capabilities to integrate with third-party tools.

Due to differences in naming conventions and data fragmentation between systems, we need to address compatibility issues by modifying naming conventions, altering fields, and making adjustments as necessary. ServiceNow has default field functionalities that may not align with those the MagOne system provides. Therefore, customization will be required to ensure compatibility and meet specific requirements.

I have been using ServiceNow for six years.

The product is stable.

Deployment depends upon the environment. For me, it takes three months to deploy the solution because it has different dependencies.

It saved 30% of the money compared to others.

We have three competitors. One is BMC product, the second is ServiceNow and the third is Atlassian.

ServiceNow provides insights into topology, though it may sometimes lack detailed understanding. We have correlated it with our monitoring tools to trace the hierarchy and determine its impact across various business lines. This is part of the AIOps information, consolidating all relevant details into a single ticket for easy access.

I recommend the solution.

Overall, I rate the solution an eight out of ten.

We use a ServiceNow for ticketing.

We support multiple use cases across several tracks: the database, middleware, ETL, and Abolition track. As a DevOps team, when we receive requirements from the production team related to production issues like memory or infrastructure upgrades, we initiate the process by raising a ticket, an incident, and a change request.

For example, when we procure new servers, whether physical or managed VMs. We submit a change request for the Go-Live, including business tasks requiring approval from different teams, such as our L3 support and service delivery teams. Once all tasks are approved, the appropriate group of approvers authorizes the change. The change occurs during the weekend, provided it falls within the green zone, which refers to a maintenance window designated by the support team. This will follow the same process for submitting a change request. For certain incidents, we also need to raise a separate incident request. For example, if we need to check the table space in the database, we might have to raise an incident to request access or additional permissions.

ServiceNow is a lightweight utility. You can always customize it, which filters out your data and gives it to you based on the selected filters.

As a team lead, the functionality I use most is reporting, where I pull reports on overdue changes to ensure no SLA breaches. Self-service is another feature. The change management feature is crucial, allowing me to track all changes requested or coordinated by my team. Lastly, incident management is also a key feature I use frequently.

We are not supposed to access outside our network.

I have been using ServiceNow for two years.

The product is stable.

I rate the solution’s stability a nine out of ten.

Even if it's a new user, it's a very easy tool for anyone to get hands-on quickly. It is a very user-friendly user tool.

I rate the solution’s scalability a seven out of ten.

I have used BMC Remedy.

We have to submit a marketplace ticket, and it gets installed automatically. So, it's a very smooth and lightweight process.

Our organization uses a bot that interacts with ServiceNow, which helps us create ticket templates. ServiceNow doesn't have AI integrated into our current setup.

Overall, I rate the solution an eight out of ten.

We are using ServiceNow as a helpdesk.

We are using ServiceNow as a helpdesk. If I have any issues, I just raise a request. It is a very nice tool for communicating with my headquarters team. The solution has a user-friendly interface.

I would like to see a mobile version of ServiceNow.

I have been using ServiceNow for five years.

I rate the solution’s stability ten out of ten.

Approximately 10,000 users use the solution at our headquarters. Apart from that, we have 15 subsidiaries with 2,000 more users. In total, around 12,000 users use ServiceNow.

I rate the solution a nine out of ten for scalability.

I have previously used ManageEngine. ServiceNow is better than ManageEngine in terms of scalability.

The solution is installed on our cloud server. We can access it from anywhere, and it works smoothly. Would recommend ServiceNow to other users.

Overall, I rate the solution ten out of ten.

We use the product as an incident management tool and receive alerts via email.

In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier.

The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices.

Our development team has been trying to implement similar functionalities in ServiceNow for the past three to four months, but so far, these features have not been successfully integrated. Splunk even provides a wireless call feature from the mobile.

I have been using the product for three years.

The tool is scalable. My company has 80 users.

We haven't contacted the technical support team yet.

The solution is expensive.

If you're starting with ServiceNow, you don't need to worry too much about documentation or complex setups at the beginner level; it's not overly difficult. I'd advise you to start exploring it. Focus on customizing your homepage to suit your needs using ServiceNow's filters. For instance, if your homepage currently displays twenty fields, you can adjust the filters to show only the five to ten fields most important to you.

I rate it a nine out of ten.

We use ServiceNow for ticketing, integrations, automation, and event management.

The solution has an innovative technology that keeps on changing. The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics. The solution's automation capabilities save time for our customers by resolving issues quickly and reducing human intervention.

The solution's integration with existing tools is quite straightforward. The way they set up the integration using the low-code/no-code model is very straightforward, and any developer can pick it up easily.

The solution's user experience could be improved concerning its UI and portals.

I have been using ServiceNow for more than three years.

We have mostly faced stability issues for the on-premises model. We haven't faced any downtime for the SaaS version.

ServiceNow is a scalable solution. We have different customers using ServiceNow, with more than 100, 500, and 1,000 user bases.

The solution's overall technical support is quite good. Sometimes, the technical support team lacks understanding of the issues.

I rate the solution’s technical support seven and a half out of ten.

The solution’s initial setup is very straightforward.

The solution's on-premises deployment depends on the customer's requirement. It depends on how exactly the customers want to set it up in terms of users, what modules they want to integrate, and what integrations they want to have. An out-of-the-box deployment will take a week's time. The solution's SaaS model is already pre-bundled. You just need to switch it on and start working on it. You can start working on the solution's SaaS model in a day.

Our customers are extremely happy with their return on investment with ServiceNow.

ServiceNow's pricing is comparatively higher than Helix's.

ServiceNow is interactive, user-friendly, and easier to set up than Helix. It adds a lot of modules integrated within the tool, and you don't need to have different components installed separately, like Helix.

ServiceNow provides the best practices to streamline our IT service management processes. We have customer processes, and the tool helps to follow the process and reduce the meantime and resolution.

I work with both the on-premises and cloud versions of ServiceNow. The on-premises model requires some resources because we have to maintain the databases and applications. We don't require any resources for the solution's SaaS version.

Maintaining the on-premises model has its own challenges. It's a little bit difficult unless you know how the whole technology works. We don't need to worry about any maintenance for the SaaS version.

Overall, I rate ServiceNow a nine out of ten.