1-8 of 38 reviews
What is our primary use case? I am using ServiceNow Discovery for purposes like CMDB and inventory management. It’s part of my process to integrate various tools. What is most valuable? The workflows are beneficial as they allow tasks to be assigned to respective teams without the need for coding. The user interface is intuitive. Notable features include notification settings and integration capabilities. Cost optimization and contract notifications are also useful as they provide insights into user time spent on tickets. What needs improvement? Improvements could include implementing chatbots to simplify ticket creation. Currently, each new product must be manually created if it is not already available in ServiceNow, which can be cumbersome. For how long have I used the solution? I have been a user of ServiceNow for ten years. What do I think about the stability of the solution? On a scale from one to ten, I would rate the stability at nine. It is a stable solution. What do I think about the scalability of the solution? The solution is notably scalable. I would rate it as a nine on a scale of one to ten, indicating it is highly scalable. How was the initial setup? If I understand ServiceNow on a technical level, the installation is straightforward, and typically just one person is enough for the implementation. What about the implementation team? One person is usually enough for the installation and implementation part. What was our ROI? I am not seeing significant ROI beyond breaking even on what I spend. What's my experience with pricing, setup cost, and licensing? ServiceNow is considered more expensive compared to other products. If I were to rate the pricing on a scale from one to ten in terms of expense, I would rate it quite high. What other advice do I have? I would rate the overall solution as eight due to issues surrounding template customization and expensive pricing. Overall, I give the solution an eight out of ten. Disclaimer: My company has a business relationship with this vendor other than being a customer:Partner
What is our primary use case? ServiceNow Discovery provides features for discovering information about infrastructure, such as software details and CI (Configuration Item) data, quickly and efficiently. What is most valuable? I believe one of the great functionalities or improvements in ServiceNow Discovery is its ability to gather information about any Configuration Items (CIs). In the future, enhancing the model or software related to CIs would be beneficial. I think ServiceNow Discovery's configuration management capabilities are effective in enhancing our IT operations. While there may be areas for improvement, overall, it's a good application. What needs improvement? I believe there is room for improvement in ServiceNow Discovery, particularly in providing more detailed information about network usage and communication between ServiceNow and the infrastructure. This improvement would enhance the overall effectiveness of the tool. For how long have I used the solution? I have been using ServiceNow Discovery for the past three years. What do I think about the stability of the solution? The solution is stable and reliable. What do I think about the scalability of the solution? I would rate the scalability of this solution as an eight. While it offers good scalability overall, the reason for not giving it a ten is because the scalability greatly depends on having good processes and support in place. Without these, the scalability could be limited. How are customer service and support? I would rate the technical support as medium. In cases where there is an urgent issue impacting the availability of ServiceNow, the response is very fast, but overall, it's a medium-level support. How would you rate customer service and support? Positive How was the initial setup? I rate my experience with the initial setup of ServiceNow Discovery as a nine. It was quite easy to set up and integrate with our organization's systems. What other advice do I have? Overall, I rate the solution a nine out of ten. Which deployment model are you using for this solution? Private Cloud If public cloud, private cloud, or hybrid cloud, which cloud provider do you use? Google Disclaimer: I am a real user, and this review is based on my own experience and opinions.Customer
What is our primary use case? We started using ServiceNow in 2017 for ITSM, primarily for incident, change, and problem management. In 2019, we adopted ITOM, utilizing Discovery, Service Mapping, and Event Management. Currently, we heavily customize these suites, building our own UI pages and CSM pages. We are also exploring IT Business Management for next year, potentially looking into service portfolio management and customer service management. What is most valuable? I like how ServiceNow Discovery scans servers and network devices through SNMP. Most fields on our forms are auto-filled, reducing manual maintenance for our infrastructure team. Post Discovery implementation there is hardly any maintenance. There are three to four fields that are customized. Otherwise, 90% of the data is auto-filled. Discovery can also run in bulk, which is helpful for organizations that cannot run it during weekdays. With identification rules, if a configuration item (CI) isn't in the CMDB, you can simply add the IP address, and it will be automatically added based on criteria like name or serial number, making CMDB maintenance easier. What needs improvement? I feel that credential-less discovery could be improved. The data quality could be better because the kind of data we get into the system is quite limited without credentials. Another suggestion is to make the logs easier to use. When a discovery fails, the logs can only be properly interpreted, and the root cause analysis can only be done by those with in-depth knowledge of how discovery functions and the overall architecture. For someone with basic knowledge who isn't well-versed in discovery or ITOM, it becomes difficult. These are two areas where ServiceNow could improve. For how long have I used the solution? I have been using it since 2017. What do I think about the stability of the solution? It's quite stable and reliable. I haven't seen Discovery fail due to any inherent flaws. When a discovery fails on one of my IPs, it's always an infrastructure-level issue with the server. In the last four years, I've hardly seen any issues with Discovery. There was a bug related to SNMP in the New York version, but that has been rectified, and we are currently using the Vancouver version. It's been a long journey of improvement, so it's quite stable now. What do I think about the scalability of the solution? Regarding scalability, there are different cases. * For on-premises CIs and servers, you just need basic credentials. * Cloud infrastructure: ServiceNow Discovery also has the capability to expand and discover CIs on the cloud level, such as AWS and Azure. So, in terms of scalability, it's quite good and mature. The only problem we might face is if there is something behind multiple firewalls. For example, if a CI sits behind three firewalls, and Discovery fails even after opening some ports, further investigation is needed. I think this is only a problem in very large organizations with complex network setups requiring multiple ports to be opened. Otherwise, it's quite scalable in nature. How are customer service and support? The customer service and support are excellent. So far, all the cases I've raised have been handled well. Which solution did I use previously and why did I switch? We used HP Service Manager before. I joined this organization in 2015, and HP ServiceManager had been used since 2011. From 2011 to 2017, we used HP ServiceManager for roughly six to seven years. We have been using ServiceNow since 2017. The version of HP ServiceManager I used was quite lethargic. The UI wasn't good. ServiceNow, on the other hand, offers features like Smart Search and filters for easy searching. These features are not available in HP ServiceManager. Even the CMDB and the way ServiceNow represents relationships is superior. For administrators, updating CIs in bulk and other tasks is quite easy in ServiceNow. Anyone with a simple certification can do ServiceNow administration. You don't need to understand algorithms or workflows like you might in something like Java development. In HP ServiceManager, you couldn't do that because it was a slow tool. They say they have improved, but I haven't seen HP Service Manager since 2017. How was the initial setup? It's very easy. You basically need to get the credentials and set up a MID server. Then, you need to input the credentials across all your configuration items (CIs). If your network devices are using SNMPv2, you can use the SNMP string and IP address of your MID server. For SNMPv3, you can ask your network team for a simple user ID and password to add to your credential list. The rest is pretty straightforward. In cases where a server is behind a firewall, not in your domain, or in a DMZ zone, you need to open certain ports toward the devices and the MID server. Otherwise, the deployment is very easy, and even someone without ITOM experience can do it by following step-by-step instructions. What about the implementation team? Only one person is required to deploy the solution. If your site is big and you have more than 50,000 CIs, and a limited implementation window (like 48 hours), then you might need a team. However, for smaller environments with only 3,000 to 4,000 CIs, one person can deploy it in a day. You just need to do the prerequisites, and then the system does the rest. You just need to verify it after it's complete. Regarding maintenance, the only thing we need to do is manually refresh our list of CIs. ServiceNow Discovery does not have the artificial intelligence to tell us if there are servers that have not been discovered. For example, if we have 2,000 servers today and then an additional 2,000 are added next week, I have to manually add the new IP addresses to the list. ServiceNow Discovery does not have the capability to suggest undiscovered nodes. I think that is one thing ServiceNow could improve, by having Discovery suggest undiscovered nodes to users. What was our ROI? We have definitely seen a return on investment, especially with the reporting capabilities of ServiceNow. However, Discovery brings in a large amount of data, and we are not able to use 100% of it. We have created reports and used software asset management and hardware asset management, but there's still a significant chunk of data (50-60%) residing in ServiceNow that we are unsure how to utilize. What's my experience with pricing, setup cost, and licensing? It's not cheap. BMC offers a similar discovery feature for a lower price. For example, if the ServiceNow ITOM suite costs $1000, BMC offers it for $600. However, we haven't explored BMC Discovery yet, as a small proof of concept (POC) was done this year but stopped due to internal reasons. The pricing for ServiceNow Discovery is definitely high. It's on a yearly basis. We renew our contract for three years at a time. Our current contract is valid until 2026. What other advice do I have? For those without budget constraints, they should go for ServiceNow because it is the next big thing in the market. I don't see any other ITSM tool that comes close to what ServiceNow offers. For those with a good budget who are skeptical about implementation and scaling, they should start with ITSM, like we did, and then gradually move on by buying smaller modules and exploring the platform. However, if someone is buying ITSM and wants to maintain a CMDB in ServiceNow, they should definitely buy Discovery. We bought Discovery at a later stage and had to put in a lot of duplicate effort as a result. Overall, I would rate the solution an eight out of ten. Disclaimer: I am a real user, and this review is based on my own experience and opinions.
What is our primary use case? Primarily, we use Discovery to discover and maintain our CIs (Configuration Items). It also has the potential for subscription management, but we're not currently using it for that. One of our key use cases is tracking laptops assigned to employees within our organization. We need to monitor their usage patterns and performance. We start by using Discovery to populate a database with details about computers, servers, and SNMPs. Then, we integrate with a third-party tool for monitoring. If issues arise, they raise a ticket in ServiceNow, allowing us to proactively address problems. ServiceNow offers many other features with Discovery, but it takes time to learn and implement them effectively. We've started with out-of-the-box solutions, customized them to our needs, and are gradually upgrading our processes. So, it does take some time for someone to learn Discovery, or any other ServiceNow product. I also primarily work with ITSM modules like incident, problem, and change management. I also use IT Operations Management (ITOM) products like Discovery, Service Mapping, and Operations Management. We use Discovery and Operations Management to manage our CIs. Additionally, we use incident, problem, change, and knowledge management for ITSM (IT Service Management). It's like a ticketing service. How has it helped my organization? Discovery patterns have helped identify and map our services more accurately. Discovery connects all the CIs (Configuration Items) together. In ServiceNow, there is something called a schema map that will show in which data center, what things are present, how many virtual agents are there, and how many people are working. For example: Think of a scenario where my Wi-Fi in a specific area is not working – let's say Wi-Fi in D Block. Two employees from that block raise tickets saying that Wi-Fi is not working. Without a tool like Discovery, I don't know if the Wi-Fi access point is broken, if the service package has expired, or if there's a power issue. So, I would check the subscription status of that Wi-Fi access point and send the support team there. They will resolve the issue. That way, everything is interconnected. Multiple people from the same router raising tickets means there is some problem with the router itself. That's how it helps. What is most valuable? The best thing about Discovery is maintaining all the CIs in one place. I can sort the data, export it to Excel for manipulation, and build reports like how many computers or servers we have and their capacity. ServiceNow also offers agentless Discovery, where we can see what software is installed on laptops. We can even run commands to discover all the software on a PC. This helps us see if users are missing any of our essential tools and services. That's a great thing about Discovery. What needs improvement? The initial setup could be made easier. We hired professionals to implement it, and they trained our employees for ongoing processes. The initial setup was done by experts, and then they prepared our team to handle common errors. For how long have I used the solution? I'm relatively new to it. I've been using it for about a year. Before that, my focus was on ticketing services. In India, there's a higher demand for ticketing services within ServiceNow, so we don't get as many requirements for Discovery. With more clients using cloud services, we've started using Discovery in the last couple of years. What do I think about the stability of the solution? ServiceNow Discovery is very stable, but it depends on our infrastructure. Discovery uses a MID server, and if we allocate a good amount of resources, like 16GB of RAM and 500GB of space, it works well. If you don't provide the minimum required resources, it can sometimes hang. But in our case, we had enough resources, so it ran smoothly. It might take some time – for a complete discovery, it can take six to seven hours – but that's still better than some other services. What do I think about the scalability of the solution? We have a team of three to four people who monitor Discovery. We've set up a VPN for Discovery purposes, and all laptops are connected to it. We use usernames and passwords for the discovery process. Employees use the devices, but they might not be aware that Discovery is running in the background. Our monitoring team will check if anything goes wrong. Discovery will generate tickets, and then they'll investigate and ask the help desk to resolve any technical issues. How are customer service and support? The customer service and support people are pretty good. They will help you. If you have any problem, they'll provide a solution. That's a good thing about ServiceNow. But understand that they'll give you the solution, and you need to figure out how to implement it. They suggested that we hire experts for the initial setup. ServiceNow has partner service providers listed on their website. You can hire someone from there for the initial configuration and then manage day-to-day tasks with your own support team. That's how we do it. Which solution did I use previously and why did I switch? Before this, we didn't have a proper software setup. We used a different system, but it had issues. Sometimes we had laptops in storage without knowing, or we would buy new laptops and assign them to new hires when there were existing ones available. So the company was thinking of getting a new system. Since we were already using ServiceNow for ticketing services, we took a Discovery subscription and started using it. How was the initial setup? We have both configurations, cloud and on-premises. We use AWS Cloud. What about the implementation team? We hired professionals to implement it, and they trained our employees for ongoing processes. ServiceNow have documentation, and it's good, but it can be difficult for a beginner to understand. If you're an expert, it's easier. We discussed this with the experts, and they confirmed that the documentation covers common problems and solutions. However, it takes some effort to dive deep into them and resolve issues. What was our ROI? ROI (Return on Investment) is good. ServiceNow don't disclose the price publicly. They'll assess your organization's needs and then come up with a price. What's my experience with pricing, setup cost, and licensing? ServiceNow is expensive. What other advice do I have? My recommendation depends on the organization and how big it is. If it is a large organization with thousands of laptops and many servers to monitor, then I would suggest going with ServiceNow. However, ServiceNow is costly. Overall, I would rate the solution an eight out of ten. It's a great tool, but there are two reasons for the slightly lower score. * First, there's a significant investment necessary to utilize Discovery effectively. * Second, it takes time to fully understand and leverage the tool. In our case, the deployment took three months. We had an expert for three months who analyzed our system, developed a solution, and then implemented it. This process is necessary, but it did take a significant amount of time. Which deployment model are you using for this solution? Hybrid Cloud If public cloud, private cloud, or hybrid cloud, which cloud provider do you use? Amazon Web Services (AWS) Disclaimer: I am a real user, and this review is based on my own experience and opinions.
What is our primary use case? My company tries to get information from the client network to populate CMDB more effectively with ServiceNow Discovery. ServiceNow Discovery is a much more reliable software or process that helps our company get more information about our network components. What is most valuable? ServiceNow has a very effective product offering named Discovery, which is a fairly easy-to-use and impactful tool. In our company, we don't find any hurdles when it comes to ServiceNow Discovery. ServiceNow Discovery is easy to implement, and its scalability features are quite easy to use. ServiceNow Discovery can scan networks very quickly and populate the CMDB very well without much programming requirements or effort. The tool is completely a low-code tool. All the other exercises that our company needs to do for an effective scan are quite easy with the solution. It is quite easy to understand ServiceNow Discovery. What needs improvement? On the patent side, my company faced some issues with ServiceNow Discovery. In the subsequent releases of the product, ServiceNow promptly addressed the patent-related issues in the tool. More utilization of AI in ServiceNow Discovery can really help our company. Though it may be a very high-level area, I feel AI's functionalities can be leveraged effectively for ServiceNow Discovery. Instead of AI, even GenAI should be introduced in ServiceNow Discovery. For how long have I used the solution? I have been using ServiceNow Discovery for six years. What do I think about the stability of the solution? What do I think about the scalability of the solution? The product provides great scalability features. When our company started with ServiceNow Discovery, I saw that from the client network, we issued a lot of payloads, and such a payload can be easily accommodated in ServiceNow. ServiceNow's ability to easily manage the big payloads we receive from the client network is a super feature or super offering from the solution that helps our company. How are customer service and support? Three or four years back when I needed some support from ServiceNow's support team, I found them to be quite knowledgeable and wonderful since they really helped us and addressed our issues promptly. ServiceNow's support team is the best. I rate the technical support a nine out of ten. How would you rate customer service and support? Positive How was the initial setup? The solution is deployed on the cloud. The tool has very little scope if deployed on an on-premises model. Some companies have deployed the tool on an on-premises model, but our company works on the cloud-based version of the product. The product can be deployed automatically on this cloud, so the whole process takes just a fraction of a second to complete. What's my experience with pricing, setup cost, and licensing? Though I am not much involved in the pricing part, I know that it is a bit costly. As per a general discussion I had with the stakeholders, I figured out that it is a costly tool. There is a need to make additional payments apart from the licensing fees for better support services from ServiceNow. Which other solutions did I evaluate? I did not consider any other solutions in the market since my company heavily depends on ServiceNow. Even my company's clients have completely stretched the use of ServiceNow in all their processes, so my organization has to obviously go with ServiceNow Discovery for now. What other advice do I have? In terms of the tool's integration within our company's IT environment, we often need to integrate with third parties to get clearer information about the CIs precisely. My company has integrated Microsoft Intune and other cloud networks into ServiceNow Discovery, and it really helped our company get relevant information about our CIs. The tool definitely helps our company with asset management and compliance since it provides a deeper insight into the asset management part. Asset management covers not only hardware but also software assets. ServiceNow Discovery is really helpful in gaining more insight into software asset management as well as hardware assets. ServiceNow Discovery is quite helpful to address our company's IT asset management overall. To make IT infrastructure management easier, ServiceNow Discovery offers scheduled management. Presently, you can automate the complete IT infrastructure management process in ServiceNow Discovery without the need for much human intervention, but you need to define your IP ranges so that the tool can scan the whole network and give a result. On top of the aforementioned functionalities, the tool's effective log management provided by ServiceNow really helps our company if we get stuck somewhere. I recommend the product to others since it is a powerful tool and a solution that can be considered as the starting point of the other processes, especially if you want to implement software and hardware asset management effectively. For event management and service mapping, ServiceNow Discovery should be implemented initially. I rate the tool a nine out of ten. Disclaimer: My company has a business relationship with this vendor other than being a customer:partner
What is our primary use case? The primary use case for ServiceNow Discovery involves collecting software and hardware data from devices, enabling comprehensive mapping of services and applications, including SLAs and KPIs. What needs improvement? ServiceNow Discovery has an area for improvement, particularly concerning its global deployment in a company with data centers worldwide. The current limitation requires having mid servers or discovery servers in each data center for proper discovery, hindering the ability to discover assets across continents such as Asia Pacific and Europe. BMC Discovery allows for global discovery with only a few servers. For how long have I used the solution? We have been using ServiceNow Discovery for four and a half years. What do I think about the stability of the solution? I rate the platform's stability a ten out of ten. What do I think about the scalability of the solution? The platform is highly scalable. However, we encountered a few minimal issues related to customization and development. I rate the scalability an eight out of ten. In the organization where I work, which is a large company with over 250,000, most of the organization uses ServiceNow Discovery. In the technology sector, where I am based, there are 1000 executives actively using and consuming its functionalities daily. How are customer service and support? A few months ago, we decided to obtain an IT service management component but noticed that all relationships, including data relationships, disappeared. We raised a case with ServiceNow support and passed it around to different engineers, changing it every week. It took approximately one year without significant help. At one point, we received an email suggesting the solution might not suit us. Later, they developed a new functionality that works fine now. Which solution did I use previously and why did I switch? We were using BMC Helix Discovery before transitioning to ServiceNow Discovery. We evaluated both solutions. ServiceNow stood out as more mature, particularly in the CMDB's IT service management domain and data consumption. Despite recognizing the need for improvement, we opted for it for overall maturity, capabilities, and better costings. How was the initial setup? The product is complicated to implement. However, once deployed, it is easy to run and maintain. I rate the process an eight out of ten. We implemented the whole platform between 2019 and 2020. It took us six months to complete the setup. We required 30 to 40 executives to work on the deployment. We have a team of three developers, three operation executives, and a technical lead for maintenance. What about the implementation team? We implemented the product in-house with the help of the vendor. What was our ROI? The product generates a return on investment. What's my experience with pricing, setup cost, and licensing? Setting up and licensing for ServiceNow can be expensive, especially for enterprise service management. However, it helps with significant cost savings in various areas. In particular, in two Oracle and SAP implementations, ServiceNow efficiently managed licenses and resulted in substantial cost savings, exceeding $6,000,000 per year. What other advice do I have? ServiceNow Discovery has played a vital role in improving service visibility through automated IT service management processes, including change and problem management. For our organization, the most beneficial feature is its mapping functionality. With the introduction of service mapping, there has been an automatic transformation in the change management process. This transformation is evident in the increased maturity of service owners and technical teams supporting various areas and applications. Its out-of-the-box capabilities have allowed us to convince teams that utilizing this approach can predict and prevent issues, particularly impending outages. We encountered challenges using the previous solution where the maturity was lower, resulting in system issues and financial losses. The platform's significant benefit lies in automating ITSM processes, including incident, change, problem management, and effective element management. This real-time insight allows for prompt error messaging to impacted applications and services. It enables service owners to visualize and control the infrastructure. I rate it an eight out of ten. Disclaimer: I am a real user, and this review is based on my own experience and opinions.
What is our primary use case? We use it to gather information from cloud environments such as Azure and GCP. The aim is to conduct scans for various assets, including laptops, desktops, servers, and software. This process extends to retrieving details from the client's database within their cloud infrastructure. How has it helped my organization? We have several integrations established to receive CI data from various sources. We synchronize this data uniformly. Discovery feature plays a crucial role in consolidating this information into a single repository. What is most valuable? One highly valuable aspect is the use of service accounts, which automates the process of identifying underlying nodes and associated assets. With this feature, there's no need to manually input all IPs or details; instead, it seamlessly navigates from node to node, capturing the relevant assets and relationships automatically. What needs improvement? The current limitation in out-of-the-box features, particularly for fields in tables like servers or laptops, necessitates time-consuming customization through pattern matching involving coding. A more beneficial approach would be to have additional features in the default configuration for easily adding different sets of fields. The manual pattern-matching process is not only time-consuming but also presents challenges during system upgrades, demanding revisits to ensure compatibility. For how long have I used the solution? I have been working with it for one year. What do I think about the stability of the solution? Following the installation and configuration, we encountered minimal issues, and the system has been operating smoothly since then. I would rate its stability capabilities eight out of ten. What do I think about the scalability of the solution? Its scalability for data retrieval is robust, but licensing is based on the number of CIs discovered, not usage duration. For instance, purchasing a thousand licenses for a year means tracking the count of CIs discovered. In a production setting, where the number of CIs may grow, planning is vital. Consideration of the roadmap and expected growth is crucial, as bulk license purchases may lead to unused licenses, emphasizing the importance of thoughtful planning. I would rate it eight out of ten. How are customer service and support? They primarily provided out-of-the-box solutions. However, when specific modifications were required, we found limited information or resources on their website. I would rate it six out of ten. How would you rate customer service and support? Neutral How was the initial setup? The initial setup involved engineering lower environments, acquiring a mid-server, and formulating precise queries to extract necessary data from third-party sources. This included understanding the infrastructure, identifying service accounts, collecting IP information, and checking for firewall configurations. Once these preparatory steps were completed, establishing connectivity became possible, followed by the ongoing configuration of switches and other required elements. After ensuring the data flow in the system environment, a similar process was replicated in the production environment. I would rate it six out of ten. What about the implementation team? In the deployment process, encountering challenges arose when determining the appropriate mid-server to use. The standard server couldn't be utilized, leading to the setup of distinct mid-servers for different environments to facilitate the discovery phase. However, the absence of clear rules for configuring user IDs and providing access made this task difficult. The lack of a visual representation or clear documentation compounded the complexity. The system was layered, with folders nested within folders, each requiring specific access. The Proof of Concept and the subsequent deployment phase spanned three months. The deployment was handled in-house by a team of two individuals. What was our ROI? Scaling down other integrations becomes a cost-saving benefit for any company. While our implementation is relatively recent, and there's still much progress ahead, my initial estimate would be a seven out of ten for the effectiveness of ServiceNow Discovery. What's my experience with pricing, setup cost, and licensing? The pricing is determined based on the CIs. What other advice do I have? The system is quite robust and encompasses a comprehensive set of features. While the initial setup might pose some challenges, once installed and configured correctly, it proves to be a reliable solution for the long term. I would rate it eight out of ten. Disclaimer: I am a real user, and this review is based on my own experience and opinions.customer
What is our primary use case? We just have some use cases of discovering some products from the hotels that we support. For example, basic configuration items, assets, importing them, the servers, the data centers, and all that information to be stored in our system, building the CI relationship, etcetera. So, the basic needs of any organization. What is most valuable? It's a single source of truth. We have everything in one place. What needs improvement? There is room for improvement in the licensing model. In future releases, I would like to see more AI-oriented enhancements in the solution. It would automate most of the things that we have to do manually write the scripts and go on the teleservice, what to do. So if we have something in place and if we can train the module, then AI would be a good thing. For how long have I used the solution? I have been using it for two years. What do I think about the stability of the solution? It has been stable since deployment. What do I think about the scalability of the solution? It is not recommended for smaller companies because of the price. Everybody is using this ServiceNow tool in my company, so more than 150,000 end users. How are customer service and support? The support serves all of ServiceNow products equally. So, the customers service and support are good and competent. How would you rate customer service and support? Positive Which solution did I use previously and why did I switch? There were a lot of things on the table, but we preferred the one that comes with ServiceNow. We opted for this solution because we liked the quality of the data that we needed inside. That's the only key difference that we found. How was the initial setup? The implementation is not easy, but it completely depends on the need. How we want, what we want to get, and what we want to store inside the tool. So it's completely based on the need, but it's not easy. It's a bit complex. What about the implementation team? For now, we just have a team, a full team of 25 admins who are set off. What's my experience with pricing, setup cost, and licensing? It is worth the money. What other advice do I have? It's pretty good. Again, the licensing is too much, but it's good. It does the job. I would recommend using the solution. It's worth investing some money in it and trying to get the quality data inside the system. Overall, I would rate the solution a nine out of ten. Disclaimer: I am a real user, and this review is based on my own experience and opinions.
