ServiceNow Software

Pros

Service now it is a robust platform that can be customized to your company needs and processes. Can be integrated with others systems you use, and workflow are easily definable for approvals

Cons

Easy of use and UI are not the greatest. I think the company needs to invest in this area. While it is understandable on how it needs to be used after some training it is not straight forward.

Pros

Pretty fast and responsive and ease of customisation.

Cons

Nothing really. Its the best CMDB system that I have used

Pros

There’s a corresponding mobile application.

Cons

Not very user friendly for setup and searches.

Pros

I have been avid ITIL practitioner and have been using various products in various companies of my job experience. ServiceNow supports ITIL processes completely and most efficiently where there are minor drawbacks. The level of compromise required to enable processes efficiently is less as compared to Remedy and HPSM. Service Now has harnessed the power of virtual assistants which is yet being explored by other companies. The ease of set-up and manageability makes configuration of ServiceNow a cake-walk.

Cons

If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process. Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects. integration with risk management could have been made simpler to show the mapping of technical risks to business risks.

Excellent ticketing and escalation system.

Pros

We use this tool to monitor services andIt has'sProven to be useful.I like the reports it generates, and the ability to escalate. The ticketing system is especially useful.

Cons

Very disappointed with customer support, we had to wait 2 to 3 days for a response. Unacceptable. We've also had problems with high reloads, but that just might be par for the course.

Pros

We successfully use it in conjunction with the vRealize suite for cloud automatization. It is also a very good ticketing software with good tracking

Cons

It is slow when processing large amounts of data and it's not very intuitive when first working with it.

Pros

ServiceNow helps us devise catalog requests, workflows, tasks, incident, change, event and numerous other ITSM related functions.
Allows basic customization

Cons

Complex reporting is impossible
Development possibilities are limited for customers
Documentation needs to be improved

Pros

Anything that you may need - help with a printer to submitting a monthly construction draw - is seamlessly done through service now by submitting a ticket.

Cons

EVERYTHING has to go through service now, even if it's a simple questiokn that can be answered in a minute. Instead you submit a ticket, which goes to your manager for approval, then IT, and it involves a lot of parties even when not necessary.

CMDB solution part of the ServiceNow Instance that helps the organization to consolidate in a single system of record all the benefits of having the main applications of the ITSM side totally integrated.

Pros

As part of the ServiceNow Instance the ServiceNow CMDB is totally integrated to the main application of the ITSM side helping the support staff to related any issue (request, incident, problem, or change) to a particular CI previosly registered in the CMDB. You can record the CIs and their relationship in order to check how was deployed in the company infrastructure an specific CI and check the Impact of having a incident, problem or change related to this Configuration Item. You can populate the CMDB using differents approachs, The graphical representation on the CI and their relationships.

Cons

Have some high cost concern when you try to implement discovery tools for automatic cmdb population.

We are able to assist our employees that have any issue during their work day and respond in an appropriate time frame.

Pros

I love how once a ticket is submitted how fast it comes through to me. The ease of use and learning this program was fairly easy. The Tracking is amazing when it comes to keeping stats is great when it comes to year end reviews.

Cons

The one and only issue I have had with this software Is sometimes when tickets are submitted they do not come through, which causes some inconvenience. Other than that Its great!

Pros

ServiceNow is ITIL compatible tool for managing and tracing incidents and changes for your infrastructure

Cons

A bit poor reporting featured, we had to use third party reporting, to get everithing required by business.

easy and quick implementation. TIme to market is quick too

Pros

there are a lot of functionalities available out of box, especially around how to categorize different configuration items, the relationship of this module with Change management etc

Cons

Performance when loading a large amount of data suffers badly. Also, visualization of CIs in a graphical manner could be better

Pros

Easy of use is by far the best feature. The user interface is very intuitive. There are popups or roll over texts that help the navigation.

Cons

The visualization of configuration items in graphical format can be improved. Performance tends to slow down when loading high volume of data.

Pros

Best provision of technical & detailed features for ITs
It provide easy way to raise any ticket with proper details
Response time analysis is best in this app

Cons

Raising access to service now takes long time and need very details which are not required or not available to users.

Reporting issues specific to software access, n/w issues to IT support team is quite easy through this software

Pros

1. As I'm working in IT industry, many times I need help regarding hardware, software access, or reporting network issues. I don't need to call the customer support. I raise an incident on service now and customer support team track it and close the issue, sending me a notification about the same.

2. I don't need separate login and password. Once I click on the service now, it automatically logs in using windows login/password.

3. The format for raising the incident is good and it covers all important input from the users.

Cons

1. I felt that there is a lot of scope for improvement in GUI font, colour choices and options on the homepage.
2. I have observed issues in the loading of its web pages intermittently.
3. For me, this software is primarily useful in reporting the issue. I was expecting a visible direct link for it on the homepage. However, I have to go to "get help", and then we can see its option.

Pros

Building Dashboard for Customers is very easy and able to support Users with Customer Support is awesome. Tickets will be auto generated and assigned and able to track the progress easily

Cons

Initial level of training is needed for Admins and also to the Users to get used with the built in functionality.

An extremely robust platform with customization galore and full features comes at a cost but with very little holding it back. ServiceNow can really help on any ITIL initiatives and centralization of services. The unique focus of ServiceNow beyond just IT, is where its strengths lie. Most Service Management suites do ITIL for IT. ServiceNow takes the lessons learned from ITIL and extends them to the rest of the org (especially but not limited to Facilities and HR). Really built for Mid to Large Businesses.

Pros

ITIL based
Service Portal (Self Service Portal for quick searches spanning instance or specific areas)
Knowledge Base (despite that not being checked in the available features)
Full Service Management solution for the ENTIRE organization
Strong Workflow engine
Visible Table structures for clean data flows
Extremely customizable (Forms, Fields, Tables, Applications, Portal, Workflow, Knowledge Base, etc...)
Best in the business system architecture (fully redundant instances)
HI Administration portal and ServiceNow support are top notch
Service Now community is extremely active
Docs site (formerly wiki) well updated and complete.
Great organization and User groups
You get a cake upon launch!
Extensive Integration capabilities

Cons

Cost
Some out-of-box examples really don't match up to any organizations needs and leave you wanting more
Email rules are more complex than they need to be (some of this can be mitigated by free add-ons like Postmaster)
Configuration can sometimes be limited and requires some Javascript to get past basics
Mid Servers for integrations can be more work to maintain than desired

Advice to Others

Consider your 10 year plans when choosing a Service Management suite. While ServiceNow is pricey and does end up requiring dedicated admins and atleast shared devs/product owners, it is a real leader in this space and can help in centralizing support functions across your organization through a strong self-service portal, knowledgebase, and workflows. The CMDB is one of the best in the business. Still, if your company is small and you want pre-built configurations you might look at either ServiceNow Express or other solutions.

ServiceNow facilities management is a great product. Features like integration with ITIL processes like incident management, facilities management makes tracking of problems with facilities very easy. The other feature I really like is the integration with maps services like Google maps. I would like to see menus to be more interactive.

Pros

Good integrations with ITIL processes like incident management and other value added services like google maps.

Cons

Some menus are dense and are not as interactive as they could be.