ServiceNow Review

We're able to provide Process as a Service, but the usability and user experience is a really big issue and needs to be improved.


Valuable Features

Its integrated process data-model is a feature that's valuable for us.

Improvements to My Organization

It's provided a platform to provide Process as a Service.

Room for Improvement

The usability and user experience is a really big issue and needs to be improved.

Use of Solution

We've used it for five years.

Deployment Issues

We encountered no issues with deployment.

Stability Issues

We encountered no issues with stability.

Scalability Issues

We encountered no issues with scalability.

Customer Service and Technical Support

In our experience with technical support, we found that first-level support is pretty mediocre and second-level support is just adequate.

Previous Solutions

I used a custom solution in the past, but switched to ServiceNow.

Initial Setup

The initial setup was straightforward. The only complexity was in the business requirements given by those trying to customize it to do something outside of the native configuration.

Implementation Team

We used a mixed team of in-house and vendor.

Vendors tend to do what the customer wants, which is the wrong approach. Always start out understanding the native function of the tool, then you adapt your process to fit the tool, not the way around.

ROI

We are still waiting for ROI to be realized, and are unsure yet of the value due to adoption issues.

Other Advice

You should focus on the adoption more than configuration.

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