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, 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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Product, Value
In terms of successes, we have centralized our services into a portal, Employee Center Pro, so we...
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Product, Value
One obstacle is the longevity of being in the product and seeing how ServiceNow has changed it over...
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Loyalty, Value
Workflow Automation has been labeled as an enterprise solution, meaning that anything that can be...
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Operations
As ServiceNow rolls out a very generic model that can be used across many different industries, it...
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Loyalty, Relationship, Product
ServiceNow is growing their industry expertise, but they are just not there. All these different...
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Relationship
ServiceNow's customer relations have been extremely high. We have a really strong relationship and...
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Culture, Value
With ServiceNow, I'm feeling a little nickle-and-dimed. ServiceNow's pricing model is too broken...
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Culture, Value
We have to pay to utilize and expand Workflow Automation, but we don't have to pay per feature....
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Relationship
ServiceNow is investing very heavily in healthcare expertise, and the people that they do have are...
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Loyalty
Application rationalization is a big outcome that we are focused on with ServiceNow. We are looking...
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Value
The hard part with ServiceNow is staffing and keeping up with the development needs. As more people...
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Loyalty, Relationship
We chose to work with ServiceNow years ago because we needed an IT service management platform, and...
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Relationship, Product
ServiceNow tends to deliver more than we can deal with, and nothing we have tried to build hasn't...
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Product
I’m trying to find an objective way of evaluating ServiceNow's Employee Center Pro because we are...
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Relationship, Value
We used ServiceNow’s professional services and that went well, but our current engagement with them...
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Product
When ServiceNow demos things, it is assumed that our data is perfectly clean and that all the...
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Relationship, Operations
ServiceNow has training content out there, but they are not going to come to us and force us to do...
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Product, Value
With ServiceNow, the outcome has been to realize measurable value. The fact that we are using...
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Relationship, Product
As far as obstacles are concerned, there are a few things that I have noticed. One is how...
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Loyalty
We chose ServiceNow's solution because of its robust capabilities around asset management. We...
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Operations
The vendor lets us do whatever we want too much. We would love to see better instruction on industry...
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Product
Given that we have been on this solution for years, the IT Service Management (ITSM) tool is the one...
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Relationship
The gap I’m seeing with the vendor’s proactiveness is the standard answer around having to put out...
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Loyalty, Product
Workflow Automation does have some fleas, but we are continuing to evolve and see whether the system...
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Product
A success that I have experienced with this vendor that really stands out is unified process. When...
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Value
In terms of my satisfaction with the pricing model, the system is an industry-grade or...
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Relationship
We don’t still work with a third party. We are doing this all on our own. Right now, we fully...
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Loyalty, Product
A top use case is process management in terms of workflows for HR and facilities. If we are going to...
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Operations, Product
A highlight I experienced was bringing on a certain entire department from disparate systems. We had...
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Relationship, Operations
We have some full-time developers, and they continue to go back and get good training from ServiceNow....
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