ServiceNow IT Business Management Review

Stable and scalable, could improve dashboards and visualization

What is our primary use case?

In our company we use this solution on a daily basis as an administration application for reporting, where you can assign incident tickets or trade tickets and the relevant department uses it for follow up on problems or changes that have occurred. I use it to create reports that show our teams where the issues are, what's going well and what can be improved. My colleagues use it from a workflow perspective. 

We have different organizations with a centralized help desk that will lock calls into groups of 20 or 30 people. We have a team that builds and customizes it and then we have all kinds of managers that pull out reports. Finally, we have numerous end users working on their own products. We also have external parties that provide services that use this application to work on incident problems and changes. 

We are a customer of ServiceNow. I'm in IT design and work as an execution reliability engineer at a financial institution in the Netherlands. 

What needs improvement?

One of the key areas important to me is the reporting side. The dashboard interface is limited functionally and is not very user friendly or particularly intuitive so that, for example, if you want to combine or correlate incidents with relevant changes for a report, it's not easily done and makes reporting difficult. It's a gap in the solution. What I do now is take the data from ServiceNow and put it in Power BI for visualizing and for combining data analysis because ServiceNow doesn't give me that option. Also, the performance on the test boarding in my view is quite slow - every time that you change something in the automatic report, your interaction in building the dashboards is really horrible.

For additional features, I think we are now implementing our own chat bot, so they should do a lot more on visualization. I would prefer to have a really nice interface into Power BI if their test board is not up to it. 

For how long have I used the solution?

I've been using this solution for a few years. 

What do I think about the stability of the solution?

Sometimes things are slow but it's a stable solution.

e.g. when making an Report, the response from the system is slow, compared to other products.

- for some actions like approving /submitting an change or problem, it takes several seconds before it finalize the action. This might be related to the database setup, and internal verification/calculation. But the action itsels seems straightforard, and should not take long to submit a record. 

- other examples are the api, interface is not fast enought to be used when more than eg 30000 records are retrieved, the api request will most likely timeout. and some Paginating is necessary. 

What do I think about the scalability of the solution?

Scalability is quite good, we probably have a couple of thousand users. 

How are customer service and technical support?

We don't need the technical support because we have an internal team that assists when necessary. 

How was the initial setup?

The solution is provided to us, we didn't do the setup so I'm not sure about how difficult it was. I assume it's not difficult. I'm a user of the product, and we're on a development operational organization model. The product is managed externally and the service provided to us. 

What other advice do I have?

It's a workflow thing so I guess one of the most important things is to really think about your requirements and your process flow because you need to customize to use it out of the box and match your work flow.

I would rate this product a seven out of 10. 

Which deployment model are you using for this solution?

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