The core applications are what our business uses day-to-day, including incident, change, problem, service catalogue and knowledge. However, I think the real value comes in when you start using CMDB, discovery, asset management and orchestration. Also, the fact that you can build custom apps and there are additional apps for HR, Facilities, etc. is also what makes this tool great.
Improvements to My Organization
It has given us a single source of record across all departments. Also, it has allowed us to automate many processes along with enforcing processes by making them workflow driven.
Room for Improvement
My only thought is while it is great they are expanding into many different areas of business, don’t forget about the core of this product and why it was originally built. UI and feature enhancements to records like incidents would be great.
Use of Solution
I have been working with the release from June 2011 – Geneva.
There have been no issues with the deployment.
There have been no issues with the stability.
With scalability, we have grown quite significantly in the last two years and the performance of our instance has really taken a hit. However, ServiceNow support has been great and we are currently in the process of moving to a new data center and on to faster hardware to improve this issue.
Customer Service and Technical Support
This can be very hit and miss, there are some individuals who are fantastic and a lot of help and then there are others that are not so much. My biggest struggle is with them just not reading my updates and asking the same questions just to put the ball back in your court even though it is likely you already provided them the information. I will say it has gotten a lot better over the years.
If you aren't very familiar with ServiceNow, I would recommend bringing in a vendor for deployment. They will help you understand the tool and make sure you aren’t boxing yourself in with the way things are built out. The OOB processes ServiceNow offers are all based on ITIL standards so theoretically there aren't a lot of customizations you should need to make up front.
I have worked for a company who used a vendor and did it themselves and now I do it for customers. My biggest piece of advice is don’t just try to make ServiceNow do what your old tool did. Take advantage of the power behind this tool!
This isn’t the cheapest solution out there, but is definitely worth it if implemented and used correctly.
Other Solutions Considered
I haven’t necessarily used or evaluated other systems, but I have done work with integrating to other solutions and converting users from other solutions to ServiceNow. I will say ServiceNow makes most of these tools like TrackIt or OmniTracker as a few examples look like they are about 20 years behind the game. The biggest struggle is trying to get users to look at ServiceNow and use the tool to really improve their processes instead of just trying to copy the process you used in their old system.
There are a ton of features and capabilities that can be used to automate processes within your organization and have a single source of data and this is an exceptional tool for that. There is always room for improvement and as they try to expand into different markets ,I do think some of the older applications get left behind and aren’t maintained as they should be.
ServiceNow is a great tool and I would highly recommend it. It will give you powerful automation capabilities and can significantly decrease time users have to spend researching and working tickets not matter what department it is.