What is most valuable?
I like the flexibility on ServiceNow. We use it for our help desk admin and our call center, but we also use it for our knowledge management system. Right now our knowledge management system is our growth area. We get to add our custom homemade apps plus some of the other vendor apps, to integrate into that to get our total package that we need. We have multiple enterprise applications so we're moving data back and forth between all of them all the time, so ServiceNow is great for that part.
How has it helped my organization?
Previously we used some other applications, some are homemade, some not, but as they updated the applications, they didn't keep up with how our actual strategy and how our organization worked with. So far we've been with ServiceNow for many years and every time they've had an update, it's been fairly seamless for us.
What needs improvement?
Somehow if there was a roadmap for ServiceNow to show all of the different business domains and everything and what may be included and what you have or what might could be upgraded to support you in those areas. Show me a roadmap and I'll look at different business processes and how ServiceNow would handle those.
What do I think about the stability of the solution?
We've only had network issues, and we've never had any latency issues. It's always just if the network is down is our only problem. We have had bugginess, but we're going to get too technical for me. It's part of the integration between ServiceNow and Genesis and IVR. There were some issues but they were very technical in nature.
What do I think about the scalability of the solution?
How are customer service and technical support?
I don't have direct experience with them. I have six coordinators and two of them in particular work really well with ServiceNow. If they've had an issue or had a question, they've had it corrected, resolved fairly quickly.
Which solution did I use previously and why did I switch?
I've used BMC Remedy which I hate, and the others were just homemade.
How was the initial setup?
The complexity was not complex for ServiceNow, it was just wrapping our heads around it. We have over 120 different platforms and variations of those and we have probably 300 core sites, so to be able to pull together everything we wanted for our ticking system and to relate that with knowledge management was just a challenge for us to pull our process together.
What other advice do I have?
You should look at ServiceNow and at the business processes. If a roadmap was available it would be very easy for you to choose one and implement that first, and as they go along pick up another one.
We have our own development groups so obviously we can customize stuff well, where others probably can't, so I prefer my custom apps, but if I take that away I'd probably give ServiceNow an eight and a half, or nine. I consider my custom apps probably seven and a half. I need to learn also how to integrate some of our custom apps to start working within ServiceNow and those too. That's a short fall in my experience.