ServiceNow Now Platform Review

Good multi-language support, improves the end-user experience, and makes our lives easy

What is our primary use case?

We use this solution for taking calls, logging calls, and assigning calls.

We have just moved over to ServiceNow Out-of-the-Box, which is the general platform.

This solution is deployed in a hybrid-cloud environment.

How has it helped my organization?

In the past, we only had a solution that we could use locally. This solution has helped us to go global with our IT service management support. We were able to scale it much quicker and support the organization globally.

We have seen a big improvement in the experience that we want to create for our end users. The catalog used to be separated from the IT service, but now we have both of them running from the same platform. This means that we can quickly deploy solutions based on the request from our users.

The integration makes it easier for the end-users, as they can track the status of their incidents and their requests, and they can put in a new request. This one platform, where the end-users can manage all of their demands and see all of their devices, including their cell phone contracts, makes our lives easy. The end-users used to have multiple reference numbers and now there is one that a request or incident is linked to. They get updates, similar to the Amazon platform, where you can see the status of your order and you know how far away they are.

What is most valuable?

The most valuable feature of this solution is cataloging the requests, which allows us to speed up the process and improve the user experience.

The knowledge management feature is now continuously learning from incidents.

What needs improvement?

In the next release of this solution, we would like to see mobile capability.

We would like to see AI used to automate some of the functionality in this solution.

For how long have I used the solution?

We have been using this solution for approximately three years.

What do I think about the stability of the solution?

We are impressed with the stability of this platform. We are part of Europe, the Middle East, and Africa. Even with multiple languages, it was easy to adopt and to provide users in their respective countries with language enabled according to their needs.

What do I think about the scalability of the solution?

This is a very scalable solution.

How are customer service and technical support?

Technical support for this solution is excellent. We have had the technologists visit us. They were part of the implementation. Overall, the support we are receiving from this vendor is excellent.

How was the initial setup?

When we implemented and set up this solution for the first time, we did some customization. Now that we have adopted the Out-of-the-Box version, it means less customization. We are taking an "As-Is" solution so that we can use more capabilities for customizing it.

What about the implementation team?

We made use of a service integrator to assist us with the implementation and deployment. We didn't deploy with our own team. These people were qualified and know the product very well, so our experience was very good. The platform providers were also supporting the service integrators.

Which other solutions did I evaluate?

We did evaluate other options before choosing this solution, but we found this to be an excellent product. We call it the SAP of IT Management.

We chose this product mainly because of the capabilities that it offered, and how they matched what we needed.

What other advice do I have?

The biggest lesson that we learned through implementing this solution is that it is important not to customize. Rather, take the product offering best practices and adopt it with its own processes. This makes scaling much easier. Whereas if you customize it and if you build your own version, it becomes difficult to scale, support, and do the official upgrades. This is why we have taken the Out-of-the-Box version and have adopted the processes that come with it. It is working and we don't have to change it too much.

This is a very good solution, but there is always room for improvement.

I would rate this solution a nine out of ten.

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