What is our primary use case?
We have customers that we are assisting with this solution, and we are also using it internally.
We are providing and using ServiceNow as a KSA hosted solution on our cloud (DETASAD SAHABA), not the SaaS model and that therefore we are offering it for our clients as a world-class product fully compliant with Saudi security regulations with all data remaining is Saudi Arabia. ServiceNow is an integral part of our service solutions and all our clients benefit from it.
We have two modules. We have the ITSM and the WFM. The WFM is not activated yet, and I am working on implementing this.
Currently, we are only using the incident ticket request functionality. We are implementing the request for equipment, change management, and other request forms.
How has it helped my organization?
It helped and organized the support for our customers, in which the customer is always updated about the status of his inquiry, also our support teams are always updated of their colleagues intervention.
And from a management point of view, with the reporting and Dashboards the management is always updated about the open cases and the service delivery health status, and definitly quantify the work accomplished by the support teams.
What is most valuable?
Incident Management and workflow are the most valuable features for us for the time (at least for us currently).
Also Learning materials, such as online courses, are readily available. This solution is not difficult, and I have learned it from taking e-courses. I am actively giving the courses to my full team, because I want them to learn about it as well.
when it comes for the interface of ServiceNow is ok, and it is easy to use.
What needs improvement?
The licensing for this solution, with respect to the user, needs to be improved.
For how long have I used the solution?
We have been using this solution for between four and five years.
What do I think about the stability of the solution?
We use this solution on a daily basis.
What do I think about the scalability of the solution?
I have fifty-two active licenses for this solution, and there are eighteen more that we are not yet using.
How are customer service and technical support?
I have not personally dealt with technical support very much. The feedback that I have from the team is that the technical support is very helpful, and they are supporting us in a good way.
Which solution did I use previously and why did I switch?
We did not use another solution prior to this one.
How was the initial setup?
As it is Cloud Hosted solution, the initial setup is as easy as setting up an application on a mobile phone.
What about the implementation team?
ServiceNow and one of their local partners in KSA assisted us with the initial setup and customization of this solution. They were handling all of the maintenance and implementation before my arrival.
Not many people are required for maintenance. In fact, I'm building my team right now. I have two administrators, where one is a backup for the other. I'm preparing two developers for the process implementation, development, and configuration. These people are not dedicated to this solution.
All of the development work will be done in-house. We will be integrating it with SAP, Salesforce, and other platforms, and I need my developers to be involved.
What was our ROI?
We have definitely seen ROI. The most important thing for a director or manager is to be able to quantify the work of his team and to start building the knowledge base. This, by itself, is a return on investment.
After that, on the knowledge base and on the tickets, we can apply artificial intelligence and some machine learning algorithms. Ultimately, it will be like an automatic helpdesk. We just need to build some history first.
DETASAD service offering combined with our AI/ML platform will support predictive maintenance and shortly will be used to optimize our 1000 field and engineering force better to increase service levels to our customers further.
Which other solutions did I evaluate?
Definitely, every company will evaluate many service platforms before choosing the one that best fits the requirement.
What other advice do I have?
I am currently taking courses on this product to learn more about the platform, as well as the functionality that we have not been using.
My advice to anybody who is researching this solution is to have a better look at the overall capability of the platform. Many people, including us, understand ServiceNow to be a ticketing system. They do not see the other functionalities that are very big, and very important.
This is a great platform but it must be used correctly, and not only for ticketing. This solution was not well utilized in the company. Rather, it was treated as an application like Excel. When I arrived, I started forcing people to use tickets, and now I'm going to implement the workflows, processes, and everything else under ServiceNow.
I would rate this solution a ten out of ten.