ServiceNow Review

Improves our incident reporting and resolution, but the integration capabilities need improvement

What is our primary use case?

Our primary use case is comprehensive reporting for our business and our regulators.

We began by extending ServiceNow capabilities within IT, which gave us a clear understanding of what we could do with it, and then expanded from there. We had many business processes that ran on legacy systems and spreadsheets. That created unacceptable risk and cost. That means we can focus on core functionality rather than having to build all of the application scaffolding and platform capabilities by ourselves

How has it helped my organization?

ServiceNow is the central hub for our data services. It takes in orders from our front-end CRM system and drives end-to-end fulfillment workflows. That starts with entitlements, which is checking whether a customer has all the necessary contracts in place. For example, if we’re providing access to third-party content, does the customer have appropriate contracts with the content vendor?

Then, we use ServiceNow to orchestrate the actual technical fulfillment process. This includes ordering circuits to connect to the customer’s premises and configuring our own backend systems, which ties into our core IT processes on ServiceNow. Once the service is up and running, ServiceNow provides reporting and notifications to support billing and financial forecasting.

What is most valuable?

ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on. That means we can focus on core functionality rather than having to build all the application scaffolding and platform capabilities by ourselves. That saves us at least 50% on development effort, and because we’ve got a consistent platform framework, we also get a lot of reuse. That makes it easy to consolidate and retire applications built on legacy tools.

For example, Lotus Notes; we can modernize and save costs. In fact, since we started out, we’ve built more than 20 custom ServiceNow apps and our team is still fewer than 10 people, including QA.

What needs improvement?

Integration capabilities can improve. ServiceNow has a roadmap, however, native integrations in addition to the citizen-developed scopes would be ideal.

The pricing seems confusing, with the integration hub being most confusing.

I believe our firewall rule change request form is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't any way for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.

For how long have I used the solution?

We have been using ServiceNow for two years.

What do I think about the stability of the solution?

Stability-wise, this product is very good.

What do I think about the scalability of the solution?

The scalability is good.

How are customer service and technical support?

The technical support is very good.

How was the initial setup?

This is a SaaS product. The customization and development of custom apps bit time-consuming.

What about the implementation team?

Our deployment was vendor assisted. It was expensive but good.

What was our ROI?

I am not in the finance department; however, incident reporting and resolution have been much better.

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

The setup cost is high compared to others, especially when the scope is not fixed.

Which other solutions did I evaluate?

We looked at several options and decided that ServiceNow was the best choice. And it was because the rollout was highly successful.

Which deployment model are you using for this solution?

Private Cloud

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

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