Frequently Asked Questions about ServiceNow

Who are ServiceNow?

ServiceNow is a cloud computing company that provides a platform for digital workflows. Founded in 2004, it focuses on automating and managing IT service management (ITSM) processes, aiming to create seamless experiences for both IT and business users across various industries.

What are ServiceNows products?

ServiceNow offers a range of products that include IT Service Management, IT Operations Management, IT Business Management, Security Operations, Customer Service Management, HR Service Delivery, and various industry-specific solutions. Their platform also supports application development and integration with other enterprise systems.

What services do ServiceNow offer?

ServiceNow provides services such as implementation, consulting, training, and support to help organisations optimise their workflows and maximise the use of their platform. They also offer cloud-based solutions and professional services tailored to specific business needs.

What type of companies do ServiceNows products suit?

ServiceNows products are suitable for medium to large enterprises across various sectors, including IT, healthcare, finance, manufacturing, and government. Their solutions cater to organisations looking to enhance productivity and efficiency through digital transformation.

How much does ServiceNows product cost?

The cost of ServiceNows products varies based on the specific solutions chosen, the number of users, and the level of service required. Pricing is typically structured as a subscription model, and potential customers are encouraged to contact ServiceNow directly or their sales representatives for detailed pricing information.

Does ServiceNow offer a free trial?

ServiceNow does not typically offer a traditional free trial of their full platform. However, they may provide demo versions or limited access through specific promotional events. Interested users should check the website or contact sales for potential options.

What discounts does ServiceNow offer on their products?

ServiceNow may offer discounts through promotional campaigns or for long-term contracts. Specific details on discounts are best obtained by contacting ServiceNow directly or through their sales representatives.

Are there any hidden fees or additional costs with ServiceNow?

ServiceNows pricing is generally transparent, but additional costs may arise from customisation, integration, or additional features not included in the base subscription. It is advisable to clarify all potential costs with a representative during the purchasing process.

Who uses ServiceNows products?

ServiceNows products are used by IT departments, HR teams, customer service organisations, and business leaders across various industries looking to improve operational efficiencies and service delivery.

What are the main features of ServiceNows products/services?

Main features include incident management, problem management, change management, asset management, service catalogues, workflow automation, reporting and analytics, and integration capabilities with other tools and platforms.

How does ServiceNow compare to its competitors?

ServiceNow is often compared to competitors such as Atlassian, BMC, and Cherwell. It is known for its robust capabilities in IT Service Management and a strong focus on automation and user experience, though specific strengths may vary by use case and organisational needs.

Is ServiceNows platform easy to use?

ServiceNows platform is designed with user experience in mind, featuring a modern interface that aims to simplify navigation and workflow. However, the complexity of some features may require training for optimal use.

How easy is it to set up ServiceNows product or service?

The setup process for ServiceNow can vary depending on the scale of the implementation. While some users find the initial setup straightforward, others may require assistance from ServiceNow professionals to tailor the solution to their specific needs.

Is ServiceNow reliable?

ServiceNow is considered a reliable platform with a strong track record of uptime and performance. They offer service level agreements (SLAs) to ensure the availability and performance of their services.

Does ServiceNow offer customer support?

Yes, ServiceNow provides customer support through various channels, including online resources, community forums, and professional support services to assist clients with any issues or queries regarding their products.

How secure is ServiceNow’s platform?

ServiceNow places a strong emphasis on security, implementing various measures such as data encryption, access controls, and compliance with industry standards like GDPR and HIPAA. Regular security audits are also conducted to ensure platform integrity.

Does ServiceNow integrate with other tools or platforms?

Yes, ServiceNow supports integration with a wide range of third-party applications and platforms through APIs and connectors, allowing organisations to create a cohesive technology ecosystem.

Can I use ServiceNow on mobile devices?

ServiceNow offers a mobile application that allows users to access its features and functionalities on mobile devices, enabling on-the-go management of workflows and tasks.

What do users say about ServiceNow?

User feedback on ServiceNow generally highlights its comprehensive capabilities and customisation options. However, some users mention a learning curve associated with fully utilising all features. Customer reviews can vary widely based on individual experiences.

What are the pros and cons of ServiceNow?

Pros include its robust functionality, high level of customisation, and strong support for ITSM processes. Cons may involve the complexity of implementation and the potential for higher costs compared to simpler solutions.

How can I purchase ServiceNow’s services?

ServiceNows services can be purchased directly through their website or by contacting their sales team to discuss specific needs and receive tailored solutions.

What is the cancellation or refund policy for ServiceNow?

ServiceNow typically does not offer refunds on subscription fees once the service has been rendered. Cancellation policies may vary depending on the contract terms, so it is advisable to review the specific agreement or consult with a representative.

What are the common use cases for ServiceNow?

Common use cases include IT service management, incident tracking, project management, workflow automation, customer service optimisation, and HR service delivery.

Why choose ServiceNow over other options?

Choosing ServiceNow may be advantageous for organisations seeking a comprehensive, flexible platform capable of supporting a wide range of business processes and offering robust automation and integration capabilities.

How easy is it to set up ServiceNow?

The ease of setup can vary; while some aspects of ServiceNow can be configured quickly, organisations may require professional services for a complete setup depending on their specific requirements.

Does ServiceNow offer training or tutorials?

Yes, ServiceNow provides various training resources, including online courses, documentation, and tutorials to help users understand and effectively use their products.

What languages does ServiceNow support?

ServiceNow supports multiple languages to accommodate its global user base, allowing organisations to operate in their preferred language for both users and administrators.

What problems does ServiceNow solve?

ServiceNow helps organisations streamline their processes, improve service delivery, enhance collaboration, reduce operational costs, and provide better visibility into workflows and performance metrics.

Is ServiceNow worth the investment?

The value of investing in ServiceNow largely depends on an organisations specific needs, scale, and goals. Many users find that the efficiencies gained and improved service delivery justify the cost, but it is essential to assess individual requirements before making a decision.