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ServiceNow Valuable Features

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 like all of the operations and features that I have seen.

I like that it's running on a unified platform and that there is no data integration.

I can get a real-time view of how our assets are performing.

I also like that with the operations running on a unified platform, I can then get a better picture of ITHealth through the application platform management tool.

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. I can start showing the role some of the technologies are playing and talk about the health of the technology and even connecting it up to the business strategies. You can do that with the APM component.

I like having one platform to get that view.

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Project Manager, Manager of ITSM Consulting Team at a computer software company with 10,001+ employees

One of the benefits of the platform itself is that it's not covering IT service management only. It, for example, has price service management functionality. 

There are lots of modules around IT service management such as IT business management and human resource management (HRC). Bigger clients, enterprises, are often looking for end-to-end business flow automation. Part of those processes, in other cases, are standalone solutions. The ability to implement end-to-end flows, including business ones, is the most important aspect of the solution.

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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

The general incident management is very good. On a day-to-day basis, we get incidents and we need to keep records. The incident tickets are being used a lot.

The change management within ServiceNow is great. It's great due to the fact that it keeps track, of everything. Any change requests that touch a particular business or function can be used and distributed amongst whoever's involved in that project. Everyone is informed of what changes are needed or done. I don't need to go and individually create a separate distribution list. It's simple.

The solution offers very good functionality and transparency.

From my perspective, when I create any incidents or even a change request or any projects that I'm dealing with, I could upload as many documents as I want, unless people take the software and they basically structure it to the way they want it. 

It's easy to use. If somebody is in an IT business or even has a basic knowledge of any ticketing system, they could learn it very quickly.

The solution is very stable.

The product scales well.

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CG
PM at a transportation company with 10,001+ employees

We use a ton of the features.

The best feature for me, personally, is Discovery. That one is super useful for us. Discovery is super advantageous. That has brought us a long way forward. That is a big deal for us. It's gotten us away from the manual of walking the floor to trying to find the assets.

The other one that is really big for us is Automatic Workflows. That is a big deal and certainly helps with the streamlining of the process and the interconnectivity with incident management.

The solution is very stable.

The company went out of their way to help us and even helped us save about six months of deployment time.

If you stick to the out-of-the-box solution, it's an easy setup.

You can scale the solution quite well.

Technical support is very helpful and very responsive.

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Consultant at HCL Technologies.

I've found a lot of pros with ServiceNow. The user interface and the feasibility to modify the GUI are great features.

It is easily configurable and has a good developer society online, available for any issues from the backend.

On the front end, we have good workflow management, ease of work, and ease of business. It helps us to translate the business requirements and technical requirements in an easier manner.

One of the best things is the reporting; I like how you can manage the data and present it.

ServiceNow is also stable and scalable, and has good technical support.

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PJ
Global Solutions Manager - ServiceNow at a tech services company with 201-500 employees

The initial setup can be quite straightforward.

The stability is quite good. It's pretty reliable.

It can scale well if you are managing IT assets.

The solution has good technical support and a strong community that can help solve problems.

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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

They have these items called resolver groups that are quite useful, however, it's basically to assign tickets to various teams.

The onboarding of employees is very good.

It's great for handling new hardware requests or new user requests.

They offer standard templates. The more that you customize it, or add additional software requests, the more it becomes usable and powerful. 

The solution is stable.

The scalability is there if you need it.

My understanding is that the pricing is reasonable. 

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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SM
Senior Management Consultant at a consultancy with 11-50 employees

It is very easy to integrate with other legacy systems. It's really easy to replace obligations. Each employee can develop their own workflow. 

With ServiceNow, you can create your own APIs. It's very easy. This was something that I didn't expect from the tool. It's better than I expected. 

It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly.

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Sr PMO Manager - Measurements & Reporting Analyst at a tech services company with 10,001+ employees

When we join the task board we can have a main view that we use on the daily standups in the agile world. It is very easy to navigate across and to move histories around. 

It's great to do statuses or to review tasks. We can open them and get some details and updates. 

It is quite flexible as a system and is very visual.

It helps to keep the daily standards to 15 minutes.

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Software Development Manager & UX / UI enthusiast at Accelya World SLU

I think the incident management, change management and problem management features are the best. They are very good and I like all three of them. If most of our customers could learn the benefits of these three features, that would be great. 

Another advantage of this solution is that we can get a detailed analysis on each incident; how long it took for resolution, how long it was on the client side, a detailed time base. Detailed reporting is another valuable feature and our customers comment on it too. 

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Global Service Management Lead, Powered Enterprise at a financial services firm with 10,001+ employees

ServiceNow's Customer Service Management (CSM) Pro & DevOps modules in particular - including ServiceNow's strong interface APIs (to Jira in particular in my case) - have allowed us to:

1. Automate some of the more menial tasks while accounting for our need to develop 

2. Deploy a lot of new features and functionality that get continuously and rapidly introduced by the major vendors via their regular upgrades (e.g. Oracle 4 times per year, Coupa 3 times per year, Workday 2 times per year, etc.).

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SM
National Enterprise Architecture Lead at a financial services firm with 5,001-10,000 employees

The solution is reasonably straightforward to use. The only thing I can say about it is, it presents me with the incidents that I've reported, so that's good. I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense.

The solution is very stable.

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PP
Practice Manager, Automation & Orchestration at a tech services company with 5,001-10,000 employees

The reason that ServiceNow is as good as it is, and opposed to Remedy, Cherwell, and HP OpenView, is that ServiceNow was the first IT service management platform or enterprise.

ServiceNow was the first true enterprise to service management platform. They were the first to understand that a request is a request and service is service.

ServiceNow goes back internationally a long time ago when they were Fuji. ServiceNow releases are alphabetical. My experience started with Fuji, and they are on the Orlando release now. Even back then, they were able to put any process into ServiceNow, even if it wasn't and IT process, and have it managed through the platform.

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Quality Management Office (QMO) Manager at a comms service provider with 10,001+ employees

The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs.

If you want to do analysis about a problem or collect information and export the data on a spreadsheet or a BI system is very easy. The data is able to be selected very fast which is very good because, in general, to export or to restore the information with another tool was terrible. You practically needed to go directly to the database and export it from there instead of having the ability in the menu of the application. With ServiceNow, the options are in the menu and you can do all your queries directly and export them in different formats. This saves us a lot of time and makes our work a little easier.

The solution is always updating and you are able to see the road map of what is going to come in the future.

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PC
ITSM Process Owner at a financial services firm with 10,001+ employees

Role-based access is a 'positive'.

ServiceNow has a feature called Orchestration. In that, you can utilize the tool to communicate with applications and systems to issue commands and perform actions. That's a positive, it's something that does exist in the tool. We are in our infancy in utilizing that.

There's a relatively new feature called performance analytics. It's supposed to provide a lot more information. It's got machine learning and some AI built into it. We're our infancy with that. 

For the nuts and bolts running of an IT organization, I can't really say there's anything lacking, feature-wise.

The solution is relatively easy to use.

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DM
Director at a tech vendor with 1,001-5,000 employees

The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks. For example, if there is a chain which requires different steps of execution validation or execution steps, those task divisions, as well as the assignment and ownership of the tasks, is something that is really useful in ServiceNow.

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JV
Director de Servicios Profesionales at a tech services company with 11-50 employees

The features I found most valuable in this solution are usually also found on other platforms like the Visual Task Boards.

For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. That's one of the perks of ServiceNow. Other perks include the Visual Task Boards and the Virtual Agent. ServiceNow also has the Workflow Engine which works very well and is very intuitive. Some of the development tools give you a lot of freedom in terms of changing processes. That's what we like.

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WW
Director of IT at a local government with 201-500 employees

The workflow makes things extremely efficient and it improves effectiveness.

The product integrates well with other solutions. 

The stability has been very good so far.

We have found that the product can scale. 

Technical support has been helpful.

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NC
Advisor at a energy/utilities company with 201-500 employees

It enables us to meet SLAs, track issues across the environment, and report those issues.

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Chief Revenue Officer at a tech services company with 51-200 employees

ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on. That means we can focus on core functionality rather than having to build all the application scaffolding and platform capabilities by ourselves. That saves us at least 50% on development effort, and because we’ve got a consistent platform framework, we also get a lot of reuse. That makes it easy to consolidate and retire applications built on legacy tools.

For example, Lotus Notes; we can modernize and save costs. In fact, since we started out, we’ve built more than 20 custom ServiceNow apps and our team is still fewer than 10 people, including QA.

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Director Customer Success and ServiceNow Practice Lead at CoreSphere, LLC

The platform (PaaS) is a low-code/no-code platform on a secure Infrastructure as a Service (IaaS - Government Cloud Computing environment (GCC)), with a single data model and a single system of record. Its applications (SaaS) can easily be extended with workflows and other built-in APIs together with the ServiceNow Integration Hub and other applications available on the ServiceNow Store. The platform is very flexible and built to be integrated.  

ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

I have no further information to add to this, however, there is much more information offered by Forester, Gartner, and ServiceNow to augment this input.  

We are a ServiceNow partner, as well as Salesforce and other cloud-based IaaS, SaaS, and PaaS transformative solutions, and have been for over 10 years. Often, we are engaged with our customers for years, helping to build roadmaps that allow them to expand their solutions over time because resources are limited and organizational change management takes time.

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GK
Project Manager at a consultancy with 201-500 employees

I like the workflow functions that are available in ServiceNow and the ability to actually integrate all of the information that you have such as travel tickets or assignment tickets for your team, onto your dashboard, depending on your setup, or if you create a ticket and a dashboard for your team.

When you update them in one place, it will show you updates in other places. 

I like that functionality.

ServiceNow has more capability and the ability to integrate other solutions such as Excel or tables.

You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports.

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Senior Consultant at Sequal IT

There is one platform and many solutions. Workflows are well designed and robust. All user screens have the same look and feel, helping to understand the logic of the supported workflows. Integrations to third parties are strong and build on on off the shelve API integrations which makes them quite easy to build. ServiceNow is built on the best practice framework ITIL and helps customers organize their organizations accordingly. Although many trainings need to be completed, this assures a proper knowledge level at the users.

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Vice President Delivery & Operations at Rezilyens

The reporting is very good. 

The solution has very good automation tools.

The solution has been extremely stable so far. 

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LS
Infrastructure Team Lead at a energy/utilities company with 5,001-10,000 employees

There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities. Additionally, they provide a strong security suite with vulnerability, no-code integration, self-service options, and a virtual assistant. 

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Global Chief Information Officer/ Chief Technology Officer at a recreational facilities/services company with 5,001-10,000 employees

The main features of ServiceNow that I use are incident approval management and the ability to link all the information we receive from the finance bureau service. We needed to track the different processes within the IT area and incident documentation. Then we gathered all the information and built a knowledge base. That's the central core functionality that I've been using, and I've seen immense benefits.

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PA
Senior System Engineer at a healthcare company with 10,001+ employees

ServiceNow is a very powerful tool that can perform a lot of different functions.

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AS
Consultant at a computer software company with 10,001+ employees

The incident management is great.

We have found change management and CMDB to be very useful. 

The knowledge management is quite good.

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Practice Leader, Solutions architect at a tech services company with 51-200 employees

It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers. That's the most important thing. You don't have to completely restart the system itself as it is cloud-based so you just need to enable the plugin and then you're just ready to roll.

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AP
Chief ITSM area at MAINSOFT

The product is very robust.

The solution offers very good customization. I can make very strong chains and format excellent business rules.

The pricing of the product is quite good. It's not too expensive.

The setup is very easy.

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JR
Practice Director, Global Infrastructure Services at a computer software company with 10,001+ employees

I like the solution very much. The majority of customers use it. It is one of the best, the most apt solution the industry has to offer. It is stable, scalable and easy to use. 

The total ITSM package offers availability, performance and scalability. 

I think the tool has matured sufficiently over the past six years that I do not see room for improvement. It comes with in-built capabilities and it is up to us to use it as we see fit. I would say it meets nearly every use case of ours. 

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RM
Head of Digital Services & Technologies at a manufacturing company with 10,001+ employees

The solution is very easy to use.

Now that I've worked with it a little bit, I can find what I need rather quickly.

It was pretty easy to implement the solution.

The solution is quite sizable. There are a lot of features.

It can scale well.

The product is stable.

The solution integrates well with other products.

We've been pretty happy with the level of support they offer their clients.

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JC
Sr. Architect at a computer software company with 10,001+ employees

What I believe works well is the chain of tasks that occurs when you follow up after completing a task. The subsequent chain of tasks, I believe, is valuable.

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IT Project Manager at a manufacturing company with 10,001+ employees

I find the incident management part to be the most valuable. That's how the service desk tracks tickets.

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BS
Product Owner and People Lead at a wholesaler/distributor with 10,001+ employees

The solution was bought for ITSM and we have also bought the Pro package, meaning that we have particular AI capabilities, among other features, that are quite useful. 

The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows.

The solution scales well.

We've found the product to be quite stable so far.

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RJ
Senior Loan Analyst at a financial services firm with 5,001-10,000 employees

In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow. 

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LG
IT Service Delivery Manager at a computer software company with 10,001+ employees

From a service perspective, I think that being able to customize it great. It's a very low-code platform, and it's simple. The user experience is also really good.

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GT
IT Service Manager at a financial services firm with 1,001-5,000 employees

I have found that sorting and grouping functions are particularly useful.

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MF
Director of Cloud Services at a tech services company with 11-50 employees

The Workflow feature is the most valuable.

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CS
Head of Market Analytics at a tech services company with 501-1,000 employees

You can scale the solution.

The product has very good stability.

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TC
Director, IT Networking at a think tank with 1-10 employees

I like that it's always up and running.

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TB
IT Leader at a manufacturing company with 10,001+ employees

Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs.

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SP
Delivery Lead, Enterprise at a wholesaler/distributor with 10,001+ employees

We have found the service easy to use, although, we have ended up customising a lot of parameters. It is a functional comprehensive featured solution compared to everything else on the market.

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Solutions Architect at Globant

This solution has a user friendly environment. ServiceNow offers a wide platform which allows us to explore other technologies and functionalities and provides a 360-degree view. Data in reports and dashboards are easily accessible. I also like the integration hub which is plug and play. You can integrate any tool with ServiceNow.

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LS
IT Consultant at a financial services firm with 1,001-5,000 employees

Overall, I've been satisfied with the product.

I've found the solution to be scalable.

The stability has been good overall. The performance is reliable. 

It's mostly an intuitive product. It's actually easy to understand. 

Technical support is decent. They are helpful when we have issues. 

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Director of TechOps at a computer software company with 201-500 employees

In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do.

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FB
HP Asset Management Project Manager

I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs.

It covers all the modules regarding ITSM, IT asset management, and customer service as well. That is, all modules are covered in the same platform.

It is very user friendly, and I've enjoyed using the dashboard and user interface.

Technical support is great, and a lot of documentation is available on Google.

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Project Manager at a tech services company with 10,001+ employees

We consider the integration capabilities of the solution with other tools to be a valuable feature. 

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NJ
ServiceNow ITSM/ITOM/SAM/CMDB Technical and Implementation Consultant at a tech services company with 11-50 employees

Everything about the schema, including the design of ServiceNow, is great. 

It's scalable. That's what attracts me most. 

You can configure it to fit your client's requirements. You can extend your functionalities, and then the workflow.

The stability is very good.

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TM
Principal Consultant at a consultancy with 11-50 employees

The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation. 

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Business Developer at Axianseu Digital Solutions S.A.

From my point of view, it's the best solution in the market. It's so easy to implement, the ratio of days to implement is the lowest in the market; I can respond to all the needs of my clients. Based on my experience with BMC and EasyVista, ServiceNow is the best solution.

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DM
Principal Analyst at a consultancy with 501-1,000 employees

Remote access is most valuable.

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Information Technology Architect, Cloud and Security at a tech services company with 51-200 employees

The ServiceNow feature I find the most valuable is its cloud-friendliness. You can use it in-between Clouds and the platform.

It's easy and customizable and that is the goal. You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider.

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MJ
Sr. Systems Manager at a manufacturing company with 10,001+ employees

I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution.

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RG
Founder and business lead at a tech services company with 11-50 employees

What I like the most is that it's a common service data model and the fact that everything is available on one platform.

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DW
VP, Service Management at a tech services company with 51-200 employees

What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards.

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SG
Consultant at a consultancy with 11-50 employees

It has more extensive features as compared to the other competitors.

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BS
Head of ITSM and Service Availability at a financial services firm with 10,001+ employees

The most valuable features are its ease of use and capabilities.

ServiceNow is a pretty versatile product.

It is robust and very user-friendly.

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Systems Analyst at a energy/utilities company with 11-50 employees

The solution helps us to collaborate and it's great that it is knowledge-based. We make knowledge-based, easy-to-find information, and you can use the flows in ServiceNow. Those are the most useful features.

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BN
Practice Manager at a computer software company with 5,001-10,000 employees

Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports.

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AS
CEO at a tech services company with 11-50 employees

I like the ease of use. I also like the flexibility.

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RR
ServiceNow Solution Consultant at a computer software company with 10,001+ employees

I have found the workflows and integration the most valuable in this solution.

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JM
IT Supervisor, (POLARIS) Calendar Management Office at a government with 10,001+ employees

When we can centralize all the contract information, ServiceNow will give us better control over asset management and technical debt.

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JW
Information Security & Compliance Specialist at a financial services firm with 1,001-5,000 employees

There are many expansions available.

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WK
General Manager - Consulting & AMS at a tech services company with 1,001-5,000 employees

ServiceNow is easy to use.

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SR
Technical Architecture Director with 51-200 employees

Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech-savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile. 

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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.