Workflow Automation Commentary
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Subject Expert
Boyd Stewart
VP of Payer/Provider Collaboration
Commentary Summary
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User Commentary
Loyalty, Value
Workflow Automation is on the expensive side. That will continue to be a challenge.
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Value
Workflow Automation is a very robust solution. They offer a full lifecycle of products if an...
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Product
We have some challenges with reports in the system. The system is cumbersome, so we often end up...
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Product
Upgrades to Workflow Automation go pretty well. We never have any problems with ServiceNow's...
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Relationship
ServiceNow has been a good partner. We have been moving our development projects over to ServiceNow,...
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Product, Value
Workflow Automation is too expensive. ServiceNow's applications are expensive. Workflow Automation...
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Loyalty
If I knew someone who wanted a totally integrated solution, then my likelihood of recommending...
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Loyalty, Relationship
ServiceNow does not keep all of their promises. We wanted to consolidate two of our teams that were...
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Value
ServiceNow overcharges for some things. I don't want to say they charge for every little thing, but...
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Relationship
There is room for improvement in ServiceNow’s support, and part of that is that we are paying extra...
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Product
Recently, we had an issue with ServiceNow where certain HR information was visible that shouldn't...
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Operations, Product
There is so much capability in ServiceNow's software that we are not even using because we can't...
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Relationship
My ServiceNow account executive is very engaged, and anytime we need a demo of new functionality,...
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Culture
ServiceNow is very hands-off with staffing because they prop up a third-party-implementation...
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Product
ServiceNow's system seems very easy to me because I'm in there every day, but I also get people...
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Operations
ServiceNow offers us online modules for training. They do have a nice portfolio of online modules....
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Culture
ServiceNow does a good job of marketing their products, and they are always selling them. When we...
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Relationship
ServiceNow does their job, but we tend not to get the results that we want all of the time. From the...
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Relationship
The reason I wouldn't give ServiceNow's executive involvement a top rating is that they do have a...
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Relationship, Product
ServiceNow is really good about delivering new technology. ServiceNow is doing a lot. Obviously, AI...
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Value
We are a nonprofit organization, so we always want a little extra. But Workflow Automation is a good...
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Operations, Product
I would give Workflow Automation's ease of use a high rating. Part of the reason it doesn't get a...
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Value
ServiceNow sometimes avoids charging for every little thing. They do nickel-and-dime us on certain...
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Loyalty, Product
Another system has completely ruined Workflow Automation for us. That system is easy to use. Our...
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Relationship
ServiceNow is probably more proactive than other vendors. They know what is going on with our...
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Value
Workflow Automation is extremely expensive. The problem is that the vendor has no competitors, and...
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Loyalty, Relationship
ServiceNow has been a good and longstanding partner of ours. Overall, we are very happy with...
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Operations, Product
We have been very satisfied with the upgrades to the solution recently. We like that the upgrades...
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Product, Value
The outcome from implementing a back-office workflow RPA in Workflow Automation is that we have had...
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Relationship
Originally, we chose to work with ServiceNow just for their IT service management solution, but we...
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Product
An outcome from implementing a service portal workflow in the system is the ability to set up...
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Loyalty
We won't really be utilizing ServiceNow's system in the future. But if we were to keep Workflow...
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Relationship, Product
ServiceNow is very adaptable to what we need from them. It is up to us how to leverage their system,...
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Relationship
ServiceNow is highly collaborative with their customers and runs numerous product-specific advisory...
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Culture, Value
ServiceNow is expensive, similar to Epic or Salesforce, but their products are excellent and deliver...
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Relationship, Product
ServiceNow has done an excellent job overall. We have had very few issues, and while no vendor is...
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Loyalty
With Workflow Automation, some of the groups we will work with over the next year will be harder to...
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Relationship
ServiceNow is Johnny-on-the-spot with support. They are all over it. Our experiences with them have...
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Operations, Value
ServiceNow has so much training, and there are no additional costs, so that has been great.
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Value
ServiceNow is priced competitively for all the modules that we use or is on par with any other...
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Relationship, Product
I would mainly like to see Service Now improve how responsive the UI is.
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Relationship
ServiceNow is very SKU-based, so it is frustrating to work with them at times. With any new...
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Relationship
We meet with our ServiceNow representative quite often, and they do everything they can to make sure...
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Product
Workflow Automation is the Bugatti of IT service management tools. The solution's strength is in...
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Operations, Product
I would rate Workflow Automation's ease of use a little lower, but that is more on us from...
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Loyalty, Product
Workflow Automation is doing what we bought it for. However, we have yet to adopt ServiceNow's AI...
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Relationship, Product
Workflow Automation is fantastic. I am extremely satisfied with where the product is going. Given...
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Relationship
We have had some challenges with ServiceNow's support in the last year, but those were...
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Value
My overall satisfaction with Workflow Automation is favorable, but there are things that could be...
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Operations
We didn't have any issues or escalations with ServiceNow’s implementation services, even though...
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Relationship
I am very highly likely to recommend ServiceNow. I can't imagine working with anybody else,...
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Value
With ServiceNow, I know which modules I pay for and which ones I don’t. However, I do feel like we...
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Operations, Product
There have been some gaps with integration. When we changed partners, the integration was very...
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Operations, Product
Regarding the ease of use, there are times when some of the tools don't work how we expect them to,...
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Relationship
Our ServiceNow representatives are spread a little thin, so a lot of the time, we ask questions...
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Relationship
When we call in or put in a ticket, ServiceNow is usually on it very quickly. They ask us questions...
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Relationship
As we have brought out the things we want to accomplish from the CIO and with our current partner...
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Culture, Relationship
We have had a good relationship with ServiceNow. We lost our account representative that we had had...
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Value
I would rate receiving our money's worth just below the top of the scale. ServiceNow is really...
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Loyalty, Product
We are, of course, doing IT service management workflows. We are also doing asset management and...
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Loyalty, Relationship, Operations
ServiceNow is constantly innovating. At minimum, the vendor will put out a new release every six...
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Value
ServiceNow is starting to charge for different things, and they aren't just charging small fees....
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Value
ServiceNow does not avoid charging for every little thing. They like to charge. It is awful. They...
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Operations, Product
ServiceNow doesn't really do implementations. They have partners who implement. The partner we use...
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Product
My likelihood to recommend ServiceNow is slightly above the middle of the road for pricing,...
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Relationship, Operations
There is a big learning curve with Workflow Automation. Anytime we need to implement a new module or...
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Relationship, Product, Value
From a staff standpoint, ServiceNow’s system helps us keep track of the work that our team needs to...
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Value
License costs for Workflow Automation are expensive, and to take advantage of some of the new...
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Loyalty, Relationship
The number-one time when we use the system is with incident processes. That is the busiest piece....
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Relationship, Product, Value
One of our successes with the system has been getting more visibility into software asset...
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Value
Workflow Automation is expensive. There are certain spots where it would be nice if the vendor had...
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Relationship
The vendor had a road show recently. They had a healthcare-specific session. Our people are in the...
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Value
ServiceNow's system is great, but it generally doesn't work the way we want it to out of the box. A...
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Product
The top outcome of having hardware asset management in place is the life cycle of the asset. For...
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Loyalty, Product
Event management is on the horizon. We need to be able to take all of the alerts from our alerting...
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Loyalty
We are doing some business continuity management. We have the product lined up to document our...
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Culture, Value
One big thing that I have really liked is that when it comes to licensing, ServiceNow is very...
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Value
ServiceNow is just so expensive. There haven't been any incremental costs, but the cost is pretty...
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Product
ServiceNow's system can do anything we want it to. We just have to take the time to configure it....
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Relationship, Operations
We could use some more engagement from ServiceNow around how to optimize our experience, or they...
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