ServiceNow CMDB Review

Easy OOB functionality with minimum setup required to replace MS Excel spreadsheets

What is our primary use case?

Implemented into DWP to manage all technical towers including the EUC tower that manages 120,000 x users. 

How has it helped my organization?

The biggest benefactors are the financial team in delivering financial controls and transparency of asset transactions. The finance team can actually manage the asset, and the depreciation of the asset from cradle to grave. 

The Operational delivery teams benefit too from understanding what stock assets they have ready to support live operations - i.e. Assets operationally ready (Goldstock), assets under repair, assets under staging (Build Image install & Asset tag) & Assets under Disposal, Goods-in & RTB. Operational teams with viability of their Stock Management can deliver demand management, meet Service Request SLA targets (joiners and Leavers & Refresh) & Incident SLA targets (B&F Swap)

What is most valuable?

The Out of the Box (OOB) functionality where you can manage the hardware, asset and the whole stock management is very useful to me. 

As soon as you buy some assets by raising a PO, you can actually track it in the toolsuite. The asset is manage through the whole stock management life cycle. Then the asset becomes a live CI out on the network until it comes back into stock management as faulty or end-of-life. The returning assets it gets managed through stock management and either is re-cycled through repair and staging or follows the disposal route. 

The ServiceNow OOB toolsuite functionality allows you to manage the whole asset life cycle, which is really powerful.

The initial setup isn't too complicated.

The solution is extremely stable.

We've found the solution to be very scalable.

It replaces MS Excel spreadsheets as the tracking tool.

What needs improvement?

Within the CMDB and managing the assets, ServiceNow works really well. However, it needs to integrate with other toolsets, such as scanning tools. That way, you can bulk upload and bulk transfer assets between sort location and sort location. The E2E solution has a huge dependency on scanning tools and ServiceNow lacks integration with scanning tools. That is actually one of the biggest challenges.

I would like to see them partner with some key scanning technology companies to give them a real end-to-end offering.

For how long have I used the solution?

I've used the solution for at least the last 18 months.

What do I think about the stability of the solution?

The solution is very stable and very reliable. There aren't bugs or glitches. It doesn't crash or freeze. The performance is very good. It underpins all the other protocols within the tool suite and it's very good.

What do I think about the scalability of the solution?

ServiceNow has the scalability for enterprise products. It is the best in the market from what I see. A lot of my customers use other tool feeds such as My Top Desk and other options that are a lot smaller, so to speak. They do not have the out the Box functionality, for example. ServiceNow is definitely the leading product.

Over the last 10 years, I would say 90% of my clients have been using ServiceNow. Of the big organizations, 90% are using ServiceNow. The other 10% are smaller companies. If I deal with an SME, and they tend to go for a cheaper and smaller ServiceNow kind of product.

How are customer service and technical support?

All positive.

Which solution did I use previously and why did I switch?

Most organisations manage Stock Management utilising MS Excel spreadsheets or Google Docs which is very manual and results in non-accurate reporting and poor controls 

How was the initial setup?

The initial setup isn't overly complex.  The out of the Box functionality is very straightforward. You do not need to do any software development. You can just use the Box functionality to manage the asset end to end.

Organisations need a resource overhead to manage Configuration Management of HAM & SAM either manually through spreadsheets or a SMTS such as ServiceNow. ServiceNow delivers OOB functionality that deliver huge operational efficiencies.

The solution does require maintenance. There needs to be an in-house team that will manage the maintenance. There is an annual big release, and likely quarterly releases as well, and maybe a patch release that would need to be managed. There is definitely a maintenance release cycle maintenance overhead.

What about the implementation team?

Delivered through an external consultancy as a capex project 

What was our ROI?

Difficult to quantify, but enterprise organisation will get a payback with 3 years through operational efficiencies and financial regulatory reporting 

What's my experience with pricing, setup cost, and licensing?

ServiceNow is expensive but you get what you pay for. Any organisation 5000 x seats and above will get pay-back from utilising the ServiceNow OOB functionality with best practise ITIL processes.

The biggest challenge and cost is the integration of scanning tools with ServiceNow

Which other solutions did I evaluate?

No - customer had bought and had been using ServiceNow for 3 x years without tapping into the true OOB functionality. The only real option was to implement the OOB servicenow functionality and capability.

What other advice do I have?

Any organization with a user population of 5,000 and above should consider the product as they will get a return on investment. It's not just the cost of the licenses; it's all the maturity and the efficiencies and the capability that will give them a huge return on investment.

The management and control of information and the reporting capability is huge. 

I have worked across a number of customers, where they utilise other Service Management tool suites which do not have OOB functionality to assist the operational teams to manage stock management - this results in managing the process utilising MS Excel spreadsheets which results in poor information and management decisions.

 In general, I would rate the solution at a nine out of ten.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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