ServiceNow Review

It really helped us streamline and automate some functions that were lost in our recent reduction of staff and restructuring, although ​implementation is a little overwhelming without a good partner.


Valuable Features

It gives us the power to customize any aspect of the solution. They've created a tool that creates itself and give you the keys to spin the tires.

Improvements to My Organization

Since implementing ServiceNow, we’ve been able to stop our personnel count from growing. When our company had to go through a restructuring and 10% reduction in workforce, we were able to use ServiceNow to pick up the slack and automate some of the functions that were lost.

Room for Improvement

Instead of adding more and more modules in every version, I wish they would work on streamlining the underlying functions/methods and update the Wiki with all the inputs, outputs, etc. so that new developers can more easily find their way around the product and create custom applications for their own company instead of paying ServiceNow to do it.

Also update all their training materials, make some guidebooks and videos, etc.

Use of Solution

We've been using it for almost three years.

Deployment Issues

Implementation is always a little rough, but once you have everything up and running the only thing you really have to worry about are the ways in which you modify things so there won’t be any conflicts during future version updates.

Customer Service and Technical Support

They are very quick in responding and troubleshooting. They're great at pinpointing the actual root cause of something, but often the solution is “…our developers are working on fixing this in future versions six-12 months from now."

Initial Setup

It was pretty intense, but luckily our implementation package included getting two of us trained and ITIL Foundation certified which really got us on the same page.

Implementation Team

We had ServiceNow’s in-house team for “Quick-Start Implementation”, but it was very basic, and the custom things we asked him to do from scratch were not engineered very thoroughly or using best coding practices.

So, I would make sure to have a formally-trained team, and the easiest way to find those are by going to a vendor like Fruition or Cloud Sherpas (now Accenture).

Pricing, Setup Cost and Licensing

When negotiating licensing, just remember that 'Process Users' are more than twice as expensive as 'CreateNow Users', so if you are comfortable building your own apps instead of using ServiceNows, you can save a lot of money with 'CreateNow Users' in your custom apps.

Other Advice

It's great, but there's always room for improvement. We are pretty good friends with our reps since their office is right down the street and we get invited to hangout with them quite often.

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