ServiceNow IT Business Management Review

An extensive solution that offers excellent incident and change management features


How has it helped my organization?

Previously, when we had incidents, we couldn't discover where a bug was coming from. Now, if we have an incident, we attach it to an application, and when we look at the application, we know the specific development machine, and we know that it's on specific hardware, as well as where this hardware is located on a specific data center. We know everything about the network connection, so it's easier to find issues. We now have good visibility of our entire information system.

When we change something in production, somewhere, we now can easily understand the risks we are taking. We know if this application is dependent on another. The visibility, the risk, and whether we want to do the change during the day, or overnight, for example, becomes very clear.

What is most valuable?

The CMDB, and the database of assets that we are using are the most valuable. After that, we really enjoy the incident management, and change management features.

The solution offers a lot of opportunities for integrations. We can integrate with Slack,
Azure, all the API alternatives, etc. There's a lot of integration modules provided.

What needs improvement?

The timing reporting module, and how it's used is a bit difficult to understand. 

Everything related to project management is quite extensive. It needs to be simplified. At first, our users didn't want to use it, because it seems a bit complex.

For how long have I used the solution?

I've been using the solution for 1.5 years.

What do I think about the stability of the solution?

The stability is very good. It's transparent. We don't know how they manage to get the system up and running, every hour, every day, but we have an availability of 99.98. If I remember correctly, regarding the performance, we've never had any problems. It's a large cloud service; I don't know what they do from the back office, but it's always working.

How are customer service and technical support?

I don't deal directly with their technical support. We have a dedicated team to handle everything related to ServiceNow, so if I ever have some problem or something to ask, I'll ask the team at our company. 

What other advice do I have?

We use a sort-of a public cloud deployment model. The way ServiceNow works is, it's never public or private. It's kind of public, but you have your own server on the data center, however, you don't know how they're managing it. It's public, but it's not really public, it's hosted privately.

One big takeaway for us is that you need to be able to change the users. The product is complex, so you have to help the user by providing some training, or to have them watch some videos of how it works. It's really about change management and user training. The product is quite complex to understand, and even if you know ITIO, you will need to do some training on the application; it's far too complex to understand otherwise.

It's an application that does everything you want, it's just that you don't know that you can do it because it offers so many things. It does have good documentation, however, which is quite useful. The solution is still new to us, and we are learning more every day.

I would rate the solution eight out of ten.

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