ServiceNow Review

Gives us professionalized and faster incident turn around times but there should be faster integrations between solutions


What is our primary use case?

Our primary use cases are for service management, incident, change, problem, asset, and lifecycle. The system was build and integrated to SAP as a backend ERP?CRM system. This made integrations and choices in functionality complicated. However, by replacing Symphony as a rather internal orientated system, ServiceNow gave us the benefit of tight customer integrations by means of the web-based portal, which is a user-friendly interface to use and actually helps speeding up incident handling by improved communication and information sharing.

How has it helped my organization?

It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents.

Because we first redesigned our internal and external processes we were able to effectively roll out and implement ServiceNow, sequentially per workflow, and put the lessons learned in earlier implementations to work for us. Overall is has improved service management on CSM.

What is most valuable?

There is one platform and many solutions. Workflows are well designed and robust. All user screens have the same look and feel, helping to understand the logic of the supported workflows. Integrations to third parties are strong and build on on off the shelve API integrations which makes them quite easy to build. ServiceNow is built on the best practice framework ITIL and helps customers organize their organizations accordingly. Although many trainings need to be completed, this assures a proper knowledge level at the users.

What needs improvement?

There should be fewer clicks and faster integrations between solutions. Too much information needs to be entered when transferring between solutions. Obvious logic does not always seem to apply when transferring tasks between workflows. Having said this, the availability of these many workflows and solutions on one platform is the strength of ServiceNow. 

New development of new features is not as flexible as one would expect, global adherence to rules and regelations seem to bog down the development and release process.

For how long have I used the solution?

I have been using ServiceNow for six years. 

What do I think about the stability of the solution?

It is very stable.

What do I think about the scalability of the solution?

We haven't met the limitations.

How are customer service and technical support?

Their support is not experienced. 

Which solution did I use previously and why did I switch?

We did use Symphony which was very internal oriented and needed a step towards our customers. Servicenow provided us the possibility to interface with numerous different customers in different countries as well as third parties. 

How was the initial setup?

The setup was complex due to country dependencies and integrations.

What about the implementation team?

We deployed in-house.

What's my experience with pricing, setup cost, and licensing?

Licensing model ServiceNow is expensive, so monitor actual use.

Which other solutions did I evaluate?

Yes, TOPdesk and BMC

What other advice do I have?

make sure you prepare your processes and workflow before implementation, choices made at the implementation stage are carried over into your actual work. The tool basically support all imaginable workflows, although this requires a high level of knowledge, customisation and  coding.

Which deployment model are you using for this solution?

Hybrid Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

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