ServiceNow Review

It's helped to automate repetitive tasks, but the UI can be busy and complicated for non-IT users.


Valuable Features

  • Change
  • Incident
  • Service Catalog
  • Configuration Management
  • Project Portfolio Management
  • Knowledge Base

Improvements to 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

Room for 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

Use of Solution

I've used it for five years.

Deployment Issues

No issues encountered.

Stability Issues

No issues encountered.

Scalability Issues

No issues encountered.

Customer Service and Technical Support

Customer Service:

8/10

Technical Support:

8/10

Previous Solutions

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.

Initial Setup

A bit of both. It involved more customizations/work than we initially assumed.

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.
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