Workflow Automation Commentary
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Mark Allphin
Vice President of Sales
KLAS Vice President of Sales - Mark Allphin
 
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User Commentary

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CIO

Relationship

ServiceNow is not proactive, but they are not horrible. If something new is coming up, the vendor...

Feb 2024
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CIO

Relationship

With ServiceNow, I don't see executive support. I have to pull strings to get participation from the...

Feb 2024
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CIO

Value

ServiceNow helps us keep the lights on. I would tell them to keep doing what they are doing. I'm not...

Feb 2024
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CIO

Relationship, Product

With Workflow Automation, I want to know why are people calling for a password reset and what we can...

Feb 2024
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Director

Operations, Product, Value

The pro of Workflow Automation is we can pretty much do anything we want in the tool. The con is...

Feb 2024
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Director

Loyalty

When we chose ServiceNow, we did an RFP, so we compared features, and Workflow Automation was the...

Feb 2024
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Director

Product

ServiceNow is pretty good with integration. They have hundreds of connectors. We have used a few of...

Feb 2024
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Director

Culture, Value

The one thing I really dislike about ServiceNow is they don't have a floating license. They only...

Feb 2024
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Director

Relationship, Product

ServiceNow releases new iterations of the product. In the time that we have been working on it, they...

Feb 2024
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Director

Product

Workflow Automation is easier than our previous product, but it is complicated because of the...

Feb 2024
||
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Director

Product

ServiceNow has a lot of technology that is way beyond what we need and what we can afford. They have...

Feb 2024
||
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Director

Relationship

ServiceNow has escalated certain things to higher levels, such as VPs. And that option is always...

Feb 2024
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Manager

Relationship, Product

The vendor could improve their incident and service requests and allow their service desk to open...

Jan 2024
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Manager

Operations

We don't really get training from the vendor for the system.

Jan 2024
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Manager

Loyalty

ServiceNow delivers on their promises. The product has a lot of potential. We will be implementing...

Jan 2024
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Manager

Value

ServiceNow charges for everything, but their charges can depend on the reseller. No one actually...

Jan 2024
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Manager

Product

The system's flow designer is one of its biggest strengths. We can customize that and change the way...

Jan 2024
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VP/Other Executive

Value

We are using ServiceNow’s IT workflows on the IT service management side. We are in the process of...

Nov 2023
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VP/Other Executive

Product

ServiceNow's product has driven some of our go-lives, so we leverage ServiceNow's product as a way...

Nov 2023
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VP/Other Executive

Relationship, Operations

We have a hybrid solution for staffing where we do IT outsourcing for maybe half of our team, take...

Nov 2023
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VP/Other Executive

Loyalty

We were using another vendor's ticketing system for a while, and we chose to go a different...

Nov 2023
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Director

Operations

We need more training on possible functionality and processes. ServiceNow needs to do a better job...

Nov 2023
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Director

Operations

ServiceNow needs to provide mature processes for their implementations. The difference between...

Nov 2023
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Director

Relationship, Product

We are trying to solve some technology challenges, and we are depending on the vendor to help us...

Nov 2023
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Director

Relationship

We have called in tickets that have taken months for the vendor to resolve. When we finally got the...

Nov 2023
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Director

Loyalty, Product, Value

Some of the tools we have deployed with the product have been really excellent. We have software...

Nov 2023
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Director

Operations

The vendor has multiple ways of providing training. They have free online training that we can use...

Nov 2023
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Manager

Culture, Relationship

Our organization grew quickly, and the level of support that the vendor provided couldn't keep up...

Nov 2023
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Manager

Loyalty, Product, Value

The product helps us drive process owners. Our organization has multiple locations where a lot of...

Nov 2023
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Manager

Culture, Value

We set up workplace reservations that allow people to do hoteling at our organization. Our people...

Nov 2023
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Manager

Relationship

If we contact the vendor about something involving a sale, we will get a much better response from...

Nov 2023
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Director

Loyalty

Looking ahead, our primary focus is on application rationalization. We aim to streamline our...

Nov 2023
||
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Director

Loyalty, Product

I am excited about the advancements and developments ServiceNow is planning. Over the past five...

Nov 2023
||
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Director

Loyalty

We are all in with ServiceNow, and we are excited about their vision. In comparison to Salesforce's...

Nov 2023
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Director

Relationship

In the past, ServiceNow relied heavily on acquiring and integrating solutions, often depending on...

Nov 2023
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Director

Relationship, Operations, Product

ServiceNow needs to do a better job with recommended processes. They have a tool, but they need to...

Jul 2023
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Director

Operations

The product is more capable than our process leaders are. We need training and best practices to...

Jul 2023
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Manager

Product

We are now at the point where we are doing multiple upgrades a year for Workflow Automation because...

Jun 2023
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Manager

Operations, Product

From a user standpoint, we had to get to the point where we were pushing users to go to Workflow...

Jun 2023
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Manager

Product

We use Workflow Automation for our tickets and requests. Anyone in our organization can submit a...

Jun 2023
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Analyst/Coordinator

Culture

We use an application for project portfolio management, and that application has a separate license...

Mar 2023
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Analyst/Coordinator

Operations

The vendor has really good training and a good user community.

Mar 2023
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Analyst/Coordinator

Product, Value

The integrations have been great, and things have been super easy.

Mar 2023
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Analyst/Coordinator

Product

With ServiceNow, one deployment we made was performance analytics. That gave us the ability to...

Mar 2023
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Analyst/Coordinator

Product

ServiceNow's system is extremely flexible. People working in the pharmacy have a completely...

Mar 2023
||
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Analyst/Coordinator

Culture, Product

The platform is very expansive and broad and offers many different modules. When we hear a pitch...

Mar 2023
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Analyst/Coordinator

Relationship, Product

The platform is massive, and we can do anything we need to do. However, sometimes through no fault...

Mar 2023
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Analyst/Coordinator

Loyalty, Product

In the platform, we make really good use of the applications that we focus on. We intend to deploy a...

Mar 2023
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Analyst/Coordinator

Loyalty

We know what to expect. We are going to see some things from ServiceNow over the next several months...

Mar 2023
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Analyst/Coordinator

Loyalty, Product

We have been doing a lot to clean up and better manage the records in our CMDB. We have some ongoing...

Mar 2023
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Analyst/Coordinator

Operations

In the demos for the performance analytics tool, the analytics around the incidents and service...

Mar 2023
||
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Analyst/Coordinator

Relationship, Product

We deployed our service portal with ServiceNow. So we were able to move away from a third-party...

Mar 2023
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Analyst/Coordinator

Product

We deployed our application for project portfolio management (PPM). We had someone who was managing...

Mar 2023
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Analyst/Coordinator

Relationship, Product

We are focused primarily on IT service management, so most of our conversations are around that. We...

Mar 2023
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Analyst/Coordinator

Value

We can solve many problems with the system. We are happy to work with the product, and the vendor...

Mar 2023
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Analyst/Coordinator

Relationship

The vendor tends to offer more proactive services than we even have the resources for. The vendor...

Mar 2023
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Analyst/Coordinator

Loyalty, Value

We have renewed our contract with ServiceNow multiple times, and we have been sticking with the...

Mar 2023
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VP/Other Executive

Loyalty, Product

We did our analysis, and ServiceNow's system was clearly the best-of-breed system for ITIL. I don't...

Mar 2023
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VP/Other Executive

Operations, Product

An obstacle has probably been continued improvement enhancements. People get comfortable with the...

Mar 2023
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Director

Culture

ServiceNow is not transparent or easily understood in terms of what we are getting with each...

Mar 2023
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Director

Product

The system does what it says it will do with a consistent look and feel across applications. A lot...

Mar 2023
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Director

Product

The product is so customizable that we can back ourselves into problems. ServiceNow pushes us to use...

Mar 2023
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Director

Product

ServiceNow has discontinued some functionality without replacements. We are using a dashboard that...

Mar 2023
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Director

Loyalty

We look at ServiceNow's solution as a very strategic technology. We consider the solution a core...

Mar 2023
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Director

Culture, Relationship

We are lucky that we have a really good salesperson. I look at them as a partner, not as a...

Mar 2023
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Director

Loyalty

When we selected ServiceNow, we did a full RFP. We looked at several vendors. ServiceNow was...

Mar 2023
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(0)
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Director

Product

Our pharmacy department is a huge ServiceNow fan. They are using the vendor's product to track all...

Mar 2023
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Director

Operations, Product

Being able to see where our devices are, who owns them, and what is on them has been a big deal. We...

Mar 2023
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VP/Other Executive

Product

The highlight would be the automation of identifying all the different connectivity and systems. We...

Mar 2023
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VP/Other Executive

Product

The dashboards are pretty much out of the box, and then we can drag, drop, and pull things into...

Mar 2023
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CTO

Product, Value

We have plenty of tools, but getting the tools to feed data into the product is not necessarily as...

Mar 2023
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CTO

Operations, Product, Value

The system is reasonably complicated. We must spend some time figuring out how to use it. The...

Mar 2023
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Director

Loyalty

The IT team was the one that decided to go down the ServiceNow path. We were looking for a new...

Mar 2023
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Director

Product

Reporting is a big use case because of how powerful the reporting engines are. I get actionable...

Mar 2023
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Director

Product

The product highly supports our interoperability or integration goals more than the folks from...

Mar 2023
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Director

Relationship

I get a little aggravated that every once in a while the vendor has to deprecate things. They are a...

Mar 2023
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Manager

Loyalty, Relationship

We decided to go with ServiceNow's system because we have an app from Nuvolo Technologies and wanted...

Mar 2023
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Manager

Operations

We found out that their implementation wasn't what it should have been. A lot of the time it took us...

Mar 2023
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Manager

Product

One of the highlights of using ServiceNow's system is that we have a nice portal for customers to go...

Mar 2023
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CTO

Value

ServiceNow does not charge us unexpectedly, but the vendor is certainly proud of everything they...

Mar 2023
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Manager

Product

The way ServiceNow configured their portal is a little convoluted. The vendor could do things a...

Mar 2023
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Manager

Operations, Product

The product is highly configurable, so the product will work depending on who deploys it and...

Mar 2023
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Manager

Product

ServiceNow's product has the ability to meet all of our needs. We are not using the product to that...

Mar 2023
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Manager

Relationship, Operations, Product

I would tell peers looking at Workflow Automation that even though the product is awesome, the...

Mar 2023
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Manager

Relationship

ServiceNow has a ticketing system. We basically put in a high-priority ticket, and then we get a...

Mar 2023
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Manager

Culture

During the sales process, the vendor’s executives were everywhere, but afterward, we didn't really...

Mar 2023
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Manager

Relationship, Operations

The vendor holds regular meetings. The meetings used to be more frequent, but I think that maybe the...

Mar 2023
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Director

Operations

We are extremely satisfied with the vendor’s implementation services. With the things that we have...

Mar 2023
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Director

Operations

There are a lot of training materials, and we need to go find those and self-serve those. The...

Mar 2023
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Director

Loyalty

I am loving where the vendor is going and what they are putting into the product.

Mar 2023
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Manager

Relationship, Operations, Product

Even though ServiceNow can support multiple applications in their products, our IT department only...

Mar 2023
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Director

Product

Our experience with ServiceNow is fairly good. Part of our process is included in the task...

Mar 2023
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Director

Relationship, Product

Our biggest issue with ServiceNow is that it is extremely difficult to find our tickets unless we...

Mar 2023
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Director

Loyalty

We don’t see ServiceNow going anywhere, and we would purchase their product again based on our...

Mar 2023
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Director

Product

It seems to us that the product gets updated fairly frequently.

Mar 2023
||
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Director

Product

We use ServiceNow's product to do issue resolution and kick off general task work. For example, our...

Mar 2023
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Director

Product

One of the highlights of Workflow Automation is that it primarily automates the workflows that our...

Mar 2023
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