What is most valuable?
The single record system, that you have all the data in one platform you can use and bind a lot of applications for different topics - that's very cool. It's also easy to use for the customers. Everybody knows what to do and where to click. You can try it and it's very fast. An example is incident application and of course, the Service Catalog, if you have a problem with the service catalog or a workflow, then you can open an incident.
How has it helped my organization?
ServiceNow is easier than existing systems, for example, HP Service Center. It's easier to use and every user wants to have it as simple as possible. If it's simple, you can work faster with it.
What needs improvement?
You can use standard functionality like add a wall to a group and then the user gets to sign and everything's fine. You can create ACL's, that's also good. If you like to split the users or the rights, what a user can do, then there are less walls. If you want to develop very quickly with ServiceNow, then you need the admin wall. If you have a lot of users, a lot of developers on a single platform, probably not everybody knows what the other ones do and you have, of course, different quality and experience of the developers. It's very fast to develop or change something that has a large impact on another solution. ServiceNow should provide a better kind of developer wall or something similar, whereby developers have a lot of rights. You're not the admin but can do and change everything.
For how long have I used the solution?
We've been using it for around five years.
What was my experience with deployment of the solution?
Deployment is specific to us because we have an on-premise installation. We have different servers and different security zones. The out-of-the-box functionality to retrieve an updates ad, for example, it's very nice and easy to use. It's okay, but if you're in different security zones in your infrastructure, then it's a little bit harder. It depends on how the developer know ServiceNow and how the process is defined. It's not a problem of ServiceNow.
What do I think about the stability of the solution?
There have been issues because of our customer as they wanted an on-premise installation. It's different than cloud solution. Stability is not a problem now. If there was a problem, then it was an infrastructure problem, not a problem of ServiceNow.
Which solution did I use previously and why did I switch?
We are also using HP Service Center. We are consultants of it, and HP Service Center is also a good product. It depends on what the customer needs and how the customer wants to customize as to which solution they are offered.
ServiceNow is faster, easier to use, and configure. Also, if you have customizations you can use a lot of out-of-the-box features of ServiceNow and it's really simple to change something.
How was the initial setup?
Depends on the requirements, of course. It was easy. It was good to develop something. If you try to use out-of-the-box functionality and your customer likes it, then it's okay. We also have huge and complex customizations, but they are working.
What other advice do I have?