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ServiceNow Pros

Senior Consultant at Rountree Technology Consulting, LLC
Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable.
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SK
Lead Program Manager (Enterprise Architecture) at a insurance company with 5,001-10,000 employees
I really like what they've done with their common service data model because now I can make a connection between the business process and technology.
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Project Manager, Manager of ITSM Consulting Team at a computer software company with 10,001+ employees
There are lots of modules around IT service management such as IT business management and human resource management (HRC).
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Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
563,327 professionals have used our research since 2012.
NP
Market Data/Application Support - Assistant Vice President at a financial services firm with 1,001-5,000 employees
It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page.
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CG
PM at a transportation company with 10,001+ employees
If you stick to the out-of-the-box solution, it's an easy setup.
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Consultant at HCL Technologies.
It is easily configurable and has a good developer society online, available for any issues from the backend.
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PJ
Global Solutions Manager - ServiceNow at a tech services company with 201-500 employees
It can scale well if you are managing IT assets.
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BK
Lead Cybersecurity Analyst at a tech services company with 10,001+ employees
The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing.
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Senior Desktop Analyst at Tech Mahindra
ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible.
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Senior Business Systems Analyst - Enterprise Methodology and Process Program Manager at Judicial Council of California
The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way.
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ServiceNow Cons

Senior Consultant at Rountree Technology Consulting, LLC
The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version.  The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience.
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SK
Lead Program Manager (Enterprise Architecture) at a insurance company with 5,001-10,000 employees
The visuals are the one area where there is opportunity for improvement.
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Project Manager, Manager of ITSM Consulting Team at a computer software company with 10,001+ employees
They need to be providing vendors and implementation partners with materials and guidance on implementation.
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Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
563,327 professionals have used our research since 2012.
NP
Market Data/Application Support - Assistant Vice President at a financial services firm with 1,001-5,000 employees
Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task.
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CG
PM at a transportation company with 10,001+ employees
The licensing needs to be divided into tiers in order to attract lower-level users.
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Consultant at HCL Technologies.
Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement.
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PJ
Global Solutions Manager - ServiceNow at a tech services company with 201-500 employees
The RPA needs improvement. That's a new area for them that they're just entering into now.
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BK
Lead Cybersecurity Analyst at a tech services company with 10,001+ employees
Its setup is tough. It takes a lot of knowledge and a lot of experience.
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Senior Desktop Analyst at Tech Mahindra
Making a mobile version would be helpful.
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Senior Business Systems Analyst - Enterprise Methodology and Process Program Manager at Judicial Council of California
They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more.
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Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
563,327 professionals have used our research since 2012.