I think realistically, it helped us better our processes. It forced us into adopting best practices. We were in a bit of a tech island, and so we kind of do our own thing. To get everyone in the same system, behaving the same way, looking at work the same way, it helped bring everyone on the same page and to adopt better ITIL practices.
Room for Improvement
We're a few generations back, we're on Eureka. We've had some vendors initially help us out. We've been through about four different vendors over the three and a half years. Some of that code has been problematic for us. We're looking to get to the Geneva release. A lot of this social type computing is really interesting to us.
I'm going to a Hackathon today, and I'm looking at a "Like" feature for managers. Often in IT, we're not front and center of projects, we don't get the spotlight. When we do things that keep the system up and running for the users, no one sees that. We want to say, "Well we're doing the work in the system." Our managers can go look at that, like it, high five, that kind of thing. We're looking at that kind of Facebook style, or social media style, view into their work and actually interesting to deep diving into the data and showing what our stats are like.
Use of Solution
We just did our three year renewal in January so about three and a half years from implementation to production.
We've never had it go down or connect. Most times people say ServiceNow is down, it's because our network isn't available, so it's typically not us. You can flip the WiFi on your phone and say, "Okay, that's not ServiceNow." It's been really good.
We've been pretty consistent from day one. We've used more and more modules, and as people are getting more comfortable with the platform, we're trying to tie more functionality into it, but it's been reasonable for what we're doing.
Customer Service and Technical Support
It's pretty good. I can say that for some things, obviously you can't know everything and we can't find everything, but they've been doing better and better with that. Usually, when I do ask a question, they're pretty good at saying, "Okay, well here's where to go," or, "Okay, that's legitimate. Here's how to solve it." It's usually within a week or two that our issues can be resolved. If they're not critical, it's reasonable for us.
There's a lot there, it's like Excel. You can go in any which direction and you got two different ways to do it or multiple ways of doing things. It was a steep learning curve for us. We went through a number of vendors until we were able to fish on our own. Now we can go to specific people and then get those targeted information. It's been really good for us to have the user groups, local user groups, the snugs, and pick the brains of other companies who are having the same challenges or working on the same projects we are. Then we can collaborate a little bit and make sure that we're doing what makes sense. It's not just us in our own little sandbox.
Definitely understand a bit about ITIL best practice and what that is. We had a gentleman come in about three months before ServiceNow was brought in. He actually ran a mock help desk scenario with business asking things and with the knowledge base being put in typical back end of the level two support. We played the game several times, reorienting where all the knowledge is, where their work was done, and all of a sudden, I had a bird's eye view of how work should be done. As we were implementing ServiceNow, all the decisions and all the modules we put in place laid out to support that foundation that we'd seen. Whereas our initial approach was let's just put in there blank for like all the systems that we have. We wouldn't have leveraged a lot the best practices and things that we'd seen in the game that would've really helped us out. We would've had to rebuild it after the fact. Really understanding, see where you want to be and then build the tool up from there.