ServiceNow Reviews 18

I have been a developer for 40+ years and seen it all. Without any doubt, ServiceNow is the worst tool I've ever experienced. Convoluted, completely unintuitive, inconsistent functionality, slow and absolutely loaded with bugs. I think the only reason it is popular is that the newest generation of "technicians" has never seen what a good platform/tool can and should do. They are tasked with re-writing old, legacy applications and told to use ServiceNow because it's new and "cool". They have no idea. And there are no ServiceNow "developers". They are simply "configurators" that learn what pages do what configuration. You have to save everything you learn to do as a Favorite since there is no intuitive method to accomplish anything. Does it create user functionality? Yes, but I firmly believe the amount of time it takes to create a simple UI is 10x more than previous/traditional platforms. But no one will every know or care to compare - so this is the new norm. It's a terrible tool and, yes, I am ready for retirement, so I'm glad I don't have to be burdened with this ridiculous excuse of a software application and sad for those that think it is "hot stuff". Good luck to you configurators!

Ha, Idris Elba is a muppet lol

Not content ruining every film or Netflix he touches, trying to get the yutes to put down their shanks or Otherwhise being an annoying hunt, he is now a professor with his face all over this pyramid scheme of a e-learning website.

This is the cult of the individual on steroids.

Very poor usability and UI is like from 1990s.
Many companies use it only because migrating out of Servicenow is such a pain.

Unhelpful people who just ask you to install Edge. I have to use Service Now at work and I have yet to have them resolve a problem that I have encountered. Instead they make me install Edge, then when the error happens again, they escalate it, time passes and the ticket get closed as open. They do not even mark it as unresolved.

For things that involve standard processes like getting access to code repositories or certain web tools they are fine, but anything else they fall over.

Been trying to get ahold of them for 2 to 3 weeks. If this is what the experience is like before you a customer, imagine what its like once you are a customer.

I found already a lot of my complaints in the postings below which means I am not the only one getting crazy with it.
- The print screen issue is very annoying. When I reply to a ticket I need to save the image ,
- Very complicated to handle. The old tool took 10 minutes to setup.
- Very difficult to find the groups. The search function is not working always.
- Creation of Favourites took one week till I got something I could use and there are a lot of shitty things coming every day

If i could give this system zero stars i would.
Constantly being updated in the worst times.
Info does not move over in conjunction with other software.
Favourite lists get wiped.
When your purchase the paid version it is the same as the free version and then if you want added package that should be in the paid version it cost extra!
Avoid this system if you value your sanity.

Our company just moved to service now from Connectwise. So far the benefits are hard to see, everything is more steps to achieve the same goal.

- You cannot screenshot and paste into comments or resolution notes. To add a screenshot, you need to save the image to your desktop then drag and drop it in to your ticket, then to top this off the image attachments are not even stored in the notes so you cannot add context to them. This is a massive issue when needing to evidence work completed and has been missing from the system since launch in 2018.

- No spell checking in comments, or any text field.

- Comments, Private notes & Resolutions do not have basic text formatting options. So no bullet points, bold or italic etc. Making text very hard for the customer to read.

- We found today that emails will not come in to the system when forwarded from external contacts. The emails just outright are not picked up.

- There is no 365 integration for emails or calendar. So emails cannot be opened from the browser to the Outlook app. Making forwarding emails outside the system not impossible, but very much so if the other end is an auto reply, as this will raise another ticket.

- No Calendar to view your scheduled tickets.

- You can schedule tickets over other tickets with no warning.

- There are no alerts for scheduled tickets upcoming.

- Statuses sometimes do apply correctly.

- There is very little control from the agents side, you can only find out if a customer has replied, if you first click "Awaiting Info", but this can only be done if you leave a comment. Using the email function will then mean you need to leave a comment to apply this status, meaning the customer gets two emails.

- They almost nailed getting customer information from within a ticket, then did not add a search bar to quickly search contacts. You will instead have to go All > Accounts > Contacts > All > Search accounts > Find the company > Search for the contact.

- Very few filters on launch, we had to add our own, I now have 6 lists, before I had two.

- You cannot apply multiple agents to the same ticket.

This is just the stuff we have found over the last week, I strongly suggest avoiding this system for your company. It's been sold to us as the best of the best, when clearly it lacks even basic functions.

There appears to be a lot of modules that can be added, but nothing to change the ticket system itself. Seeing the rating here is hardly surprising, in fact the surprising part was that the feedback was not worse.

The most frustrating system I have ever had to use. AVOID. It turns something that could be resolved with a 2 minute phone call into a 5 day saga.

Preferred business platform. Used to automate several time consuming processs in the firm, such as onboarding, event management and deployments. Had a team of consultants set it up over the span of a year and the time saved 1 month after go-live has already payed of the configuration/development costs. Looking for CSM next to handle all external customer relations.

A flying 💩 of a sh1tacular software. Replacing it with something merely adequate would single-handedly reduce incidence of cardiac arrest, high blood pressure and stroke across all demographics of users. Enragingly awful. Probably keeps ticket numbers low because it’s more painful to use than the incident you should be reporting.

the query fuction just is horrible. it is, believe me. Service now needs to step up here. Its not intuitive and there is no useable help function build-in nor examples or build-in documentation. Its a a kind of pseudo query script that does not support users AT ALL. You need to be ver patient and have a lot of time on your hand to get proper results. Its genuinely only suitable for IT nerds.-->End of rant :)

confusing software appearantly impossible for my companys IT department to configure into something useful.
There are 34 ITIL 4 "management practices" that SN is said to implement.
I suggest you cut it down to 3 or not more than 7, then reprogram the whole kaboodle.
Thank you for listening/reading.

I am giving five stars to the overall experience I had working at ServiceNow, very descent and respectful company to work at despite it was a contract, and I give 3 stars for not having a clear vision about my project which made me leave looking for full time job somewhere else.

Car kept Hostage for 2 Days .. No contact before the BILL of £309 - for work carried out that was not necessary.
Warn your friends and family - Its a Scam

Shocking, Servicenow spammed our inbox over a 4hr period, resulting in 6906 emails and caused our ticketing system to become flappy due to their spam attack. Terrible company offering nothing but spam.