What is our primary use case?
We mostly use ServiceNow for incident management. There is a team which interacts with the customers and logs customer issues as incidents. Then those incidents are taken care of by my team. I work on the escalation side of that team.
That is one aspect of ServiceNow. The second thing we use it for are any economic, long-term or repetitive problems. We log problem tickets which are resolved in ServiceNow.
The third use is for changes in the system. All the changes to the system are logged in ServiceNow with their associated tasks. Those are the three major use cases for ServiceNow.
What is most valuable?
The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks. For example, if there is a chain which requires different steps of execution validation or execution steps, those task divisions, as well as the assignment and ownership of the tasks, is something that is really useful in ServiceNow.
What needs improvement?
The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations. For example, if there is an incident which is not acknowledged within a certain period of time, or the resolution of the incident exceeds a certain period of time, it can be escalated to the next levels. That is one of the things you're looking for which is not available with ServiceNow.
The second feature I would be looking for is integration with different tools, like Bugzilla, Microsoft Informer, and Jira. Jira has integration, in fact. Teams in different organizations use different tools, so integrating those tools would be really helpful.
For how long have I used the solution?
I have been using ServiceNow for two years.
What do I think about the stability of the solution?
It is quite a stable solution. In the last couple of years we probably had around one or two outages and only one major outage. So it's very stable.
What do I think about the scalability of the solution?
ServiceNow is quite scalable.
I would say there are about 400 people using ServiceNow in the organization. That includes administrators, users and those who maintain ServiceNow. Currently, ServiceNow gets daily usage.
How are customer service and technical support?
I don't usually get in touch with support directly because I am not an end user.
Which solution did I use previously and why did I switch?
In my previous company we used a custom-built tool which was not available on the market. It was called My Article Support and was built internally specifically for big biotic collection. It was highly customized and it catered to a lot of our needs.
One of the features in that tool was based on the customer engagement level and not on the revenue impact that customer had on the organization or the number of users impacted, etc... It would generate the incident prioritization score, which determined how quickly we were supposed to work on the incident. So the prioritization of incidents was automated, which I do not find in ServiceNow. But that tool was very customized and it was internally built so the development was done in-house. The second thing was the ability to track and close escalations because it was a custom-built tool and there was a process for it. The process was defined and was in the documentation.
How was the initial setup?
I was actually not there when the setup was done so I can't answer that.
What other advice do I have?
You need to find a tool that suits your needs. For example, the ServiceNow tool has certain advantages but at this point, one of the major things I'm looking for is tracking an escalation based on acknowledging the resolution. Meaning, I'm looking for something which is different compared to ServiceNow. It probably depends on your needs but for certain use cases, it does work very well, and maybe you need to do a deep dive or evaluate it before you buy anything.
On a scale of one to ten I would rate ServiceNow a seven.
Which deployment model are you using for this solution?