Workflow Automation
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Subject Expert
Mark Allphin
Vice President of Sales
Commentary Summary
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User Commentary
Relationship, Operations, Product
ServiceNow needs to do a better job with recommended processes. They have a tool, but they need to...
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Operations
The product is more capable than our process leaders are. We need training and best practices to...
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Product
We are now at the point where we are doing multiple upgrades a year for Workflow Automation because...
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Operations, Product
From a user standpoint, we had to get to the point where we were pushing users to go to Workflow...
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Product
We use Workflow Automation for our tickets and requests. Anyone in our organization can submit a...
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Culture
We use an application for project portfolio management, and that application has a separate license...
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Operations
The vendor has really good training and a good user community.
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Product, Value
The integrations have been great, and things have been super easy.
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Product
With ServiceNow, one deployment we made was performance analytics. That gave us the ability to...
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Product
ServiceNow's system is extremely flexible. People working in the pharmacy have a completely...
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Culture, Product
The platform is very expansive and broad and offers many different modules. When we hear a pitch...
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Relationship, Product
The platform is massive, and we can do anything we need to do. However, sometimes through no fault...
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Loyalty, Product
In the platform, we make really good use of the applications that we focus on. We intend to deploy a...
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Loyalty
We know what to expect. We are going to see some things from ServiceNow over the next several months...
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Loyalty, Product
We have been doing a lot to clean up and better manage the records in our CMDB. We have some ongoing...
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Operations
In the demos for the performance analytics tool, the analytics around the incidents and service...
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Relationship, Product
We deployed our service portal with ServiceNow. So we were able to move away from a third-party...
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Product
We deployed our application for project portfolio management (PPM). We had someone who was managing...
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Relationship, Product
We are focused primarily on IT service management, so most of our conversations are around that. We...
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Value
We can solve many problems with the system. We are happy to work with the product, and the vendor...
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Relationship
The vendor tends to offer more proactive services than we even have the resources for. The vendor...
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Loyalty, Value
We have renewed our contract with ServiceNow multiple times, and we have been sticking with the...
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Loyalty, Product
We did our analysis, and ServiceNow's system was clearly the best-of-breed system for ITIL. I don't...
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Operations, Product
An obstacle has probably been continued improvement enhancements. People get comfortable with the...
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Culture
ServiceNow is not transparent or easily understood in terms of what we are getting with each...
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Product
The system does what it says it will do with a consistent look and feel across applications. A lot...
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Product
The product is so customizable that we can back ourselves into problems. ServiceNow pushes us to use...
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Product
ServiceNow has discontinued some functionality without replacements. We are using a dashboard that...
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Loyalty
We look at ServiceNow's solution as a very strategic technology. We consider the solution a core...
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Culture, Relationship
We are lucky that we have a really good salesperson. I look at them as a partner, not as a...
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Loyalty
When we selected ServiceNow, we did a full RFP. We looked at several vendors. ServiceNow was...
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Product
Our pharmacy department is a huge ServiceNow fan. They are using the vendor's product to track all...
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Operations, Product
Being able to see where our devices are, who owns them, and what is on them has been a big deal. We...
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Product
The highlight would be the automation of identifying all the different connectivity and systems. We...
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Product
The dashboards are pretty much out of the box, and then we can drag, drop, and pull things into...
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Product, Value
We have plenty of tools, but getting the tools to feed data into the product is not necessarily as...
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Operations, Product, Value
The system is reasonably complicated. We must spend some time figuring out how to use it. The...
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Loyalty
The IT team was the one that decided to go down the ServiceNow path. We were looking for a new...
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Product
Reporting is a big use case because of how powerful the reporting engines are. I get actionable...
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Product
The product highly supports our interoperability or integration goals more than the folks from...
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Relationship
I get a little aggravated that every once in a while the vendor has to deprecate things. They are a...
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Loyalty, Relationship
We decided to go with ServiceNow's system because we have an app from Nuvolo Technologies and wanted...
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Operations
We found out that their implementation wasn't what it should have been. A lot of the time it took us...
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Product
One of the highlights of using ServiceNow's system is that we have a nice portal for customers to go...
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Value
ServiceNow does not charge us unexpectedly, but the vendor is certainly proud of everything they...
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Product
The way ServiceNow configured their portal is a little convoluted. The vendor could do things a...
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Operations, Product
The product is highly configurable, so the product will work depending on who deploys it and...
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Product
ServiceNow's product has the ability to meet all of our needs. We are not using the product to that...
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Relationship, Operations, Product
I would tell peers looking at Workflow Automation that even though the product is awesome, the...
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Relationship
ServiceNow has a ticketing system. We basically put in a high-priority ticket, and then we get a...
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Culture
During the sales process, the vendor’s executives were everywhere, but afterward, we didn't really...
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Relationship, Operations
The vendor holds regular meetings. The meetings used to be more frequent, but I think that maybe the...
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Operations
We are extremely satisfied with the vendor’s implementation services. With the things that we have...
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Operations
There are a lot of training materials, and we need to go find those and self-serve those. The...
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Loyalty
I am loving where the vendor is going and what they are putting into the product.
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Relationship, Operations, Product
Even though ServiceNow can support multiple applications in their products, our IT department only...
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Product
Our experience with ServiceNow is fairly good. Part of our process is included in the task...
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Relationship, Product
Our biggest issue with ServiceNow is that it is extremely difficult to find our tickets unless we...
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Loyalty
We don’t see ServiceNow going anywhere, and we would purchase their product again based on our...
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Product
It seems to us that the product gets updated fairly frequently.
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Product
We use ServiceNow's product to do issue resolution and kick off general task work. For example, our...
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Product
One of the highlights of Workflow Automation is that it primarily automates the workflows that our...
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Culture
Every time we engage with ServiceNow at an executive level, the conversation immediately gets turned...
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Product
Workflow Automation is a SaaS product, so we don’t really see many implementations, but there were...
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Product
Workflow Automation does require customization out of the box. There are also multiple products...
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Product
The challenge with Workflow Automation is that it is less of a product than a developmental...
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Relationship
Sometimes my developers seem to know more than ServiceNow's support staff knows, and our requests...
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Culture
The contract renewal time is the most painful part of my engagement with ServiceNow. They have...
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Product
The integration possibilities in the platform are endless. The features that ServiceNow offers are...
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Relationship, Product
ServiceNow tends to fix a lot of things after their releases, but for the most part, their releases...
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Operations, Product
The ease of use of the system depends on what we build for the end user, but we find it an easy...
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Relationship
ServiceNow has been responsive. If we don't like some new things that come out, they engage with us....
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Product, Value
I find the platform accommodating and broad. I would recommend it. If someone can afford it, they...
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Product
There is no limitation on exchanges in the system. I think the platform is great in that regard. It...
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Relationship
Our account manager is super responsive. They are engaged, and we meet regularly with them. We have...
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Product, Value
I would absolutely buy Workflow Automation again. I would buy it sooner than I did. The vendor is...
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Value
Workflow Automation is an expensive solution, but we get what we pay for. Sometimes, knowing which...
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Product
There are some integrations between Workflow Automation and our EHR that make it easier for our...
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Loyalty, Relationship
The firm we were using as our after-hours help desk used ServiceNow products. That firm explained to...
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Relationship, Product, Value
With Workflow Automation, we have switched how we do incident management. We made an operational...
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Product
The footprint system that we originally had was not a great tool. It would lock up on people and...
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Product, Value
I would recommend the product with the caveat that it takes people to keep the system going. Out of...
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Relationship
ServiceNow was helpful in collaborating to get our road map lined up for the years to come. We are...
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Operations, Product
We had a little bumpiness going live where we got behind on some things, and we are making up for it...
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Culture, Relationship
We have a good sales executive and a new support team. We supposedly have an A-team, and they have...
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Product
Workflow Automation offers so much customization and configuration. Even though out-of-the-box...
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Relationship, Product
A use case we have with ServiceNow is identity access management. When we have a new hire start or...
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Value
Our biggest obstacle is cost. Workflow Automation is expensive. We have tried to use ServiceNow as...
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Relationship, Product
Overall we have had a positive experience with ServiceNow. The reality is our platform is growing,...
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Relationship
Sometimes we have to be proactive, follow up, and drive things with ServiceNow. When they say...
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Relationship, Operations
We do our own upgrades and our own implementations. ServiceNow doesn’t actually do that for us. They...
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Operations
The training from ServiceNow is very good, but it is not free.
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Product
Integration with Workflow Automation requires skill sets that I may not have on my team. We have to...
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Loyalty
We chose ServiceNow's product because we compared it to another product for reservations. We liked...
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Product
Workplace Reservation Management really came into play with remote work. We are realizing people...
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Product
A recent functionality addition was badge access. I could be a new hire or just for some reason need...
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Product
The portal we are using is good, but the new one is much better. Our portal is a little clunky for...
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Relationship, Operations
We have done a lot of work with the hardware asset management and the tech team. We had to make sure...
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Operations, Product
When we first rolled out ServiceNow, it was only to IT users. In the last year, we have onboarded...
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Culture, Relationship
Our issues with support have been escalated with our account representatives. They admit there is a...
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Relationship, Product
The outcomes we have seen with the ticketing system can be anything from accountability to the...
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Value
In scenarios where ServiceNow hasn't been able to keep promises, we have been able to reach an...
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Loyalty, Relationship
To me, ServiceNow is the Epic of IT service management, and BMC Software is Cerner in terms of how...
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Loyalty
With ServiceNow, every six months there is a build update. We can only stay one version behind....
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Loyalty
We selected ServiceNow because they had a support framework built around our EMR. Within our EMR, we...
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Relationship, Product
I have been following ServiceNow for quite some time. They are in the Gartner Magic Quadrant, and...
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Relationship, Operations
The vendor has a yearly conference that is called Knowledge. They also have regional user group...
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Relationship
Once ServiceNow got in the door, all of a sudden there were a lot of companies that started knocking...
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Loyalty, Product
One of the key functionalities of the product is its interoperability. The platform is like a huge...
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Relationship, Value
The product is a bit of an investment. We had to look at our governance model and make sure we had a...
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Value
One knock on ServiceNow is that they are obviously trying to upsell their product. They have a basic...
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Value
Once we put things out there, they are hard to contain because all of a sudden everybody wants them,...
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Loyalty, Product
The product is multifaceted, just like Epic's product. There are different modules. Most people...
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Relationship
ServiceNow’s strategy is spot on. We are a really strong ServiceNow customer, and we have insight...
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Relationship
ServiceNow resolves our issues in a way that certainly exceeds my expectations. They monitor our...
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Relationship
When we have an incident that I need to raise with ServiceNow, we intentionally game their system so...
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Culture
As a customer, I don't like to see the inner workings of a sales organization. ServiceNow will tell...
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Relationship, Product
The problem that we have experienced with ServiceNow is that the focus is on the new and shiny...
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Relationship
ServiceNow has made significant strides in upgrades, but I find that the reliability of expertise...
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Product
I feel that there is more functionality in the product that ServiceNow has already delivered that I...
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Loyalty
I am very optimistic about the tool, but I don't know how much longer I can keep it.
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Operations, Value
The vendor has a project module that I would love to use, but I can't use the module because it...
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Operations, Product, Value
It takes a considerable number of people to make the system run. I have several administrators in...
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Value
We would not buy the product again because of the pricing. The tool is great. We can do anything we...
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Operations
ServiceNow does have a training program, and it is developer training. What they lack is application...
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Loyalty
We selected ServiceNow for the capabilities of the product. The product is easier for end users than...
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Product
To some degree, we have used ServiceNow's system to bring our IT team together. We weren’t on a lot...
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Operations
My gripe with ServiceNow is that it is not prescriptive enough. The vendor gives us this incredibly...
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