What is most valuable?
- Service Catalog
- Configuration Management
- Project Portfolio Management
- Knowledge Base
How has it helped my organization?
- Improved the globalization of processes and around the clock service delivery to our customers
- Automated repetitive tasks and shifted left simple tasks to the service desk
What needs improvement?
Lots of customizations can lead to breaking the system when moving to another release. This should be managed better by ServiceNow
- UI can be busy and complicated for non-IT users
- Difficulty in debugging and testing code output
For how long have I used the solution?
I've used it for five years.
What was my experience with deployment of the solution?
What do I think about the stability of the solution?
What do I think about the scalability of the solution?
How are customer service and technical support?
8/10 Technical Support
Which solution did I use previously and why did I switch?
We used a different product, and switched because it was easier to set up and customize to the needs of our business compared to its competition.
How was the initial setup?
A bit of both. It involved more customizations/work than we initially assumed.
What about the implementation team?
Both. Have a dedicated resource(s) from in house that works with the vendor in developing and setting ServiceNow Modules/Applications. It's very important to use an experienced vendor team that has dealt with complexities in implementing a ServiceNow environment. You should also have clear functional requirements/functional specifications from the beginning before any ServiceNow development is done.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
May 17 2016