ServiceNow Now Platform Reviews & Product Details

ServiceNow Now Platform Overview

What is ServiceNow Now Platform?

The Now Platform delivers a System of Action for the enterprise. Using a single data model, it makes it easy to create contextual workflows and automate business processes. The platform's Intelligent Automation Engine combines machine learning with automated actions to dramatically reduce costs and speed time‑to‑resolution.

ServiceNow Now Platform Details
Product Description

The Now Platform delivers a System of Action for the enterprise. Using a single data model, it makes it easy to create contextual workflows and automate business processes. The platform's Intelligent Automation Engine combines machine learning with automated actions to dramatically reduce costs and speed time‑to‑resolution.


Seller Details
Seller
ServiceNow
Ownership
NYSE:NOW
Company Website
Year Founded
2004
HQ Location
Santa Clara, CA
Total Revenue (USD mm)
$3,460
Twitter
@servicenow
36,220 Twitter followers
LinkedIn® Page
www.linkedin.com
14,231 employees on LinkedIn®

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ServiceNow Now Platform Reviews

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Agile Coach
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

There are several points that I like about this tool.

1)Price:- It comes with much economical price. So almost all organizations can deploy & make use of it.

2)It is User Friendly, Ease in Use, Deploy & Manage. Its also highly Efficient platform.

3)We can create & manage Service Requests, Incidents, Change Requests with ease.

4)There is a facility of adding attachments in the tickets anytime.

5)We can have predefined SLA's that meets defined criteria for business purpose.

List goes on and on actually. But I would like to limit to these points. Review collected by and hosted on G2.com.

What do you dislike?

Although I do not have much Dislike about this, In Order to narrate few points, Consider them as follows:-

1)When I create reports, there are many filters, unnecessary adding to confusion.

2)Initially when anyone logs into the platform, the default TimeZone is GMT. So, one needs to change TimeZone as per one's feasibility.

3)Specific Internet/Bandwidth Connection with proper login credentials is needed when logging into the platform. Else may suffer in form of delays, reconnecting issues etc. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is User Friendly, Ease in Use, Deploy & Manage. Its also highly Efficient platform. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I am Very Much Pleased with Service Now (SNOW) Platform. I am using this platform since more than 3 years now. Can proudly narrate that it is One of the MOST EFFICIENT & USER-FRIENDLY Platform. I have already described the benefits of using this platform in earlier point. For Problem Solving Part, We are creating tickets as well as managing them. Need to take care of SLA's (Service Level Agreement) also. Review collected by and hosted on G2.com.

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Supervisor, Audiovisual Operations
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
Account Executive, Sponsorship
Marketing and Advertising
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

ServiceNow Now Platform offers many great features and benefits. What I like most about the ServiceNow Now Platform it allows me to effectively and efficiently manage work flows and tasks. In addition, ServiceNow Now Platform provides a user-friendly dashboard that is extremely helpful to manage activities, tasks and processes that make up my daily work life. The platform is easily customizable to one's preferences and companies interests. Review collected by and hosted on G2.com.

What do you dislike?

Everything isn't perfect and I believe ServiceNow Now Platform does need improvement. The downside to the software is the customer support turnaround. For example, I have noticed timely delays while using the platform whenever an incident is submitted. It takes some time to receive a solution or a response to a request due to the lengthly channel of administrator roles. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

In the workplace many problems and circumstances may arise on a daily basis. For example, the key benefits that I am solving with ServiceNow Now Platform is workplace productivity and office efficiency. The benefit of using of the ServiceNow Now Platform is task management. The platform provides a smooth flow infrastructure of information that allows team members to see completion of tasks and tasks that need attention. The platform also gives users, team members the chance to collaborate on tasks with the Connect Chat in real-time. Review collected by and hosted on G2.com.

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Information Technology Specialist 2
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The ease of use is great and the ability to have multiple departments use the same system has been very useful. Creating your own categories is amazing as well! Review collected by and hosted on G2.com.

What do you dislike?

The permissions can get a little wonky but other than that its great Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are able to track issues a lot easier with service now Review collected by and hosted on G2.com.

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Consultant
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

One of the best user interface among available ITSM applications. It's not just ITSM application but now moving towards Enterprise solutions. It applies various framework like ITIL/PPM/Covid/Security/HR to one stop solution for all your need. It leverages various module like ITSM/ITBM/PPM/HRSD/ITOM/Discovery/SAM/HAM/CSM/Service Portal etc.Easy integration with third party applications, easy to debug logs. Best support team from servicenow available 24*7. Free instance available for developers to enhance their skills and lot of training material available from Servicenow. Review collected by and hosted on G2.com.

What do you dislike?

I don't have anything to tell what i don't like, only thing is costing is little bit high but that also compensated when you are having an application like this. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Yes, Very nice and fast ITSM application. Now they are more than ITSM. Exploring things for other enterprise applications. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are using lot of Application provided by servicenow, Like HRSD for jhandling HR tasks and their occupancy, ITSM for for managing Incidents/Change/Problem/Catalog items etc. PPM for managing resources and project planning. Agile development methodology for ongoing projects across organization. Review collected by and hosted on G2.com.

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UL
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Able to track live calls and tickets, prb's, and also the feature of knowledge base. Able to run reports with 100% accuracy. Review collected by and hosted on G2.com.

What do you dislike?

Can take a little time to get used to, and also to set your own layout. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

its a very powerfull tool, able to use as a point off support, where you can log incidents and problems. one stop application for knowledge base and logging tickets, and being able to run quick reports. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Merging it with our CIC software so support calls get automatically picked up and logged on service Now Review collected by and hosted on G2.com.

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UI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Usability and Accessibility of it, the best part of it is that everything is trackable. Review collected by and hosted on G2.com.

What do you dislike?

At times, the system and ticket as quite slow. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I have not solved or solving any Knowledge Management, but we have this functionality of contributing helpful facts, tips, recommendations, and advices that can help other users in solving their technical issues; that in words are very beneficial as well. Review collected by and hosted on G2.com.

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Sr. Systems Engineer
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Lots of customization is possible if you have the time and know how. Work flow is a great way to make sure that changes are approved and implemented in a timely manner and to get reminders about tasks or approvals so you don't forget and things progress through change management. Review collected by and hosted on G2.com.

What do you dislike?

Too many options. Our company created too many categories. It's possible to make it all but unusable and it's difficult to keep updated when groups and categories change. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Be aware that implementing and using this software is very complicated. To get workflows setup and all the different types of incidents, requests and approvers configured is very time consuming. I would recommend outsourcing to a knowledgeable company the configuration and upgrades as things take a significant amount of time and effort that I would not want to be in charge of. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Servicenow was chosen as a ticketing system. I wasn't at this company when they switched from previous software so I'm not sure if it's an improvement or what benefits have been realized. Review collected by and hosted on G2.com.

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Systems Support Analyst
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I'm absolutely in love with this product. Having used multiple service desk solutions in the past, this has been the best.

ServiceNow replaced SpiceWorks for us here at the District. We'd been using that for many years, being that we were using the "free" version, the process to replace it with a paid software was a large undertaking.

We use ServiceNow to not only act as our Service Desk for IT ticketing, but also in multiple departments across the organization.

Easy to use, easy to configure, and the breadth of options available, make it shine and has made user adoption much more successful.

Several business processes throughout the org have been changed and rolled into ServiceNow as a result of it's wide acceptance and ease of use. Review collected by and hosted on G2.com.

What do you dislike?

The only thing that I dislike is almost a moot point now. Originally we signed on for the "Express" version. Think of it as a "ServiceNow Lite". Well that version was discontinued, and SN was gracious in upgrading us to the Enterprise version for free, however, the "Discovery" module was not upgraded. This has caused a few issues with Discovery, but those have been easily worked out. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

ServiceNow is a fantastic Service Desk solution, but it can also cover many different aspects of your business. Implement first as an IT Ticketing system, then encourage looking at other possibly antiquated business processes that can be addressed with ServiceNow. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

ServiceDesk for IT Ticketing system, as well as Risk Management, Facilities, Records Management, Communications, Safety, and much much more. Review collected by and hosted on G2.com.

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Validated Reviewer
Review source: Organic
What do you like best?

Fact that all the processes and terminology relevant to the business be it IT, Finance, HR etc are already defined in the tables in fields and readily available as forms and lists in the prebuilt GUI makes it readily usable Out of the box with little to no customisation. Review collected by and hosted on G2.com.

What do you dislike?

Knowledge Management text editor is a pain. It does not accept a lot of formatting features. Most projects provide word docs and say Hey knowledge manager, Please upload. But it needs to be fully reformatted for Service Now to display it correctly. This is far more annoying when you're newly implementing service now. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's worth it! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It's a single source of Truth for everything IT. Reporting helps identify gaps, opportunities, outliers at a glance Review collected by and hosted on G2.com.

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Validated Reviewer
Review source: Invitation from G2
What do you like best?

The best thing that deserves to be accomplished well is the ease of use of the tool, as no program is actually involved with a workflow. Everything you can do is easy to get used to. There is also a highly designed update system, through which the program improves and improves. Review collected by and hosted on G2.com.

What do you dislike?

Complex reporting is an environment in which changes are still required. For the small-scale industry, the tool is expensive. After each 2 launches, Servicenow Certification expires. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Enhance your reporting capabilities and provide more configuration options. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Technology to help maintain support operations at organizational level and KPIs, All the company problems that have now entered service in a class of wisely. Certain methods such as valgenesis can also be incorporated. Review collected by and hosted on G2.com.

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UI
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Request management and seeing knowledge articles. Review collected by and hosted on G2.com.

What do you dislike?

Reporting and not able to see historical requests Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Reporting tool is a bit hard to understand, especially the nested options under some categories Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Transitioning/consolidating instances of servicenow from a merger. Understand assignment groups and teams transfer. Review collected by and hosted on G2.com.

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Ingeniero de mantenimiento mecánico
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

La potente plataforma tiene una gran capacidad para manejar cantidades muy útiles de archivos, tareas, cronograma de eventos y información de la nómina de todos nuestros trabajadores. Review collected by and hosted on G2.com.

What do you dislike?

en algunas ocasiones puede ser muy pesado su uso dependiendo de la capacidad de la computadora por lo que deben especificar cuánta memoria RAM debe tener cada computadora para resistir el uso de este software. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Deben tener en cuenta que esta herramienta funciona principalmente en sistemas operativos como Windows o iOS, en los demás sistemas operativos puede tener ciertos errores, cabe destacar que es conveniente que las computadoras tengan cierta memoria RAM para que el funcionamiento sea adecuado. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

desde que implementamos esta maravillosa herramienta hemos obtenido muchos beneficios en varios departamentos como una mejoría de entrega de tareas ya que la información requerida por todos los empleados es encontrado fácilmente y transferido de una forma muy fácil y eficiente. el departamento de nómina pueden llevar un control más exhaustivo acerca de toda la información de todos nuestros trabajadores y facilitar el trabajo a recursos humanos. Review collected by and hosted on G2.com.

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Assistant Consultant
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Service Now provides integration to various applications which can automatically extract information from service now and update service now for various incident seamlessly as part of the workflow. Review collected by and hosted on G2.com.

What do you dislike?

Service Now blocks a number of api which are available and not exposed which hinder client to fully utilize the capabilities of SNOW Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This is a great tool,try using various capabilities ,reporting ,integration,workflow creation in service now such as purchase orders ,push pull information mechanisms,tour guides creation. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

For us,this is incident management tool and also we are using service now integration in our workflow system to extract information at run time. Review collected by and hosted on G2.com.

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UI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Allows a single source to track all tickets and support needs Review collected by and hosted on G2.com.

What do you dislike?

Very hard to keep track of and to move along a backlog

Even harder to collaborate and keep people accountable

Very complicated notification Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Study well all your options, including if Jira support features are enough for you rather than service now. Also look at popular options like Zendesk and other ticketing systems. This one isn’t the best. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Accept bug reporting, employee communication of internal requests, and triaging and prioritizing Review collected by and hosted on G2.com.

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UI
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I don’t like this platform so much. I think I like that we can easily log in Review collected by and hosted on G2.com.

What do you dislike?

Information availability and unnecessary steps to complete the task Review collected by and hosted on G2.com.

Recommendations to others considering the product:

We have better platforms Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Selling it services Review collected by and hosted on G2.com.

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Staffing and Reporting Specialist
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

I use service now in Backer-McKenzie. It works great integrated across the organization for all types of services, CS, administrative, Payroll, IT, and in my case content services. Reporting flexibility is the best feature it has, very flexible, adaptable and easy to adjust to the needs of each project. SLAs and KPIs runes smoothly Review collected by and hosted on G2.com.

What do you dislike?

Permissions and groups need strong IT in-house or outside vendor Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Perfect reporting needs, very scalable Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Ticket service for inside the organization services Review collected by and hosted on G2.com.

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System Engineer
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

It has huge options, from ticket assignment to creating reports. Its features helps a lot for proper ticket management. I specially like the feature by which we can create a favorite list for ourselves. This help everyone to create personal filters as per their needs for themselves. It is a vast tool and if somebody understand it properly then it is of great advantage. Review collected by and hosted on G2.com.

What do you dislike?

I do not find anything that I dislike about this tool till now. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

With service now, I am involved ticket assignment, ticket (STASK, Incidents) and Changes creation and work on these cases with regular updates until case closure. Review collected by and hosted on G2.com.

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Business Analyst
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Section to add work notes and change of status is clear and user friendly. Service now has the alert system which actively inform designated users as the ticket is created. You can create different level of priority tickets which are assigned to specific group of people. depending upon the configuration. Service now has been integrated successfully in out company using the company login credentials. Provides direct url to open the incidence details. You can see who is currently viewing the incidence. Review collected by and hosted on G2.com.

What do you dislike?

There is no major issues but i found that searching an incidence sometime is no so easy as search suggestions are not always very clear. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Nice automated incidence response management. Handles task very efficiently. must recommended. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Production application incidence management and task delegation. Excellent increase in productivity of the teams. Review collected by and hosted on G2.com.

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Applications Analyst
Information Technology and Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Service Now is the best ticketing system I've used throughout my IT career. Review collected by and hosted on G2.com.

What do you dislike?

I haven't found anything to dislike with the product Review collected by and hosted on G2.com.

Recommendations to others considering the product:

- The amount of training available both through classes and through their help portal is astounding. They have done an excellent job ensuring their customers have enough support. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Ease of use - it's been a lot easier to design workflows and receive approvals through Service Now. Review collected by and hosted on G2.com.

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Senior Programmer Analyst
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Nice tool to manage the incidence in a quick manner. Gives flexibility to customize the relevant fields on the ticket creation screen. Email alert system is great to display on any device. Email distribution group is easy to manage and configurable. ServiceNow incidence screen displays the users currently viewing the ticket and this really looks nice. Ticket reassignment workflow is nice. Filter option to handle the per the priority and severity. Review collected by and hosted on G2.com.

What do you dislike?

The alert email used to have two links - one for login and other for the ticket details. Login process should be automatic when you click the ticket link in the email. There was another issue that seems to be fixed now - I was once already logged in, I was not able to access the incidence directly few time before. . Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Nice product which have all kind of features to manage the incidence efficiently. I love using it and recommend to all. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Incidence management and assignment. Effective tool to handle the production events. Review collected by and hosted on G2.com.

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UC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I like that it's flexible/customizable, easy to add the needed fields including approval workflow. It can also integrate with other applications such as Strongpoint, which makes it easier to track the change approvals (for audit purposes). Review collected by and hosted on G2.com.

What do you dislike?

The mobile version is not as good as the desktop version, although I am not sure yet if this can be enhanced more of our Service Now admin. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

As its more visual, its easier for our users to file a ticket. The UI is very user-friendly, this really improved the user experience Review collected by and hosted on G2.com.

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