ServiceNow Review

There's not a lot of tools that I've been an administrator of where the community really helps out.


Valuable Features

The new developer tools with Geneva have been the most valuable so far. The community is really good too. There's not a lot of tools that I've been an administrator of where the community really helps out like ServiceNow’s does.

Room for Improvement

I'm not sure about additional features because really, if you need something, you can build it in ServiceNow so that's pretty neat in itself. Working out some of the things that people might have headaches about and for access to certain things in the workflow, like the delivery time and being able to set that dynamically on a request item would be nice. As far as new features, it looks like they're going the right direction. They have ideas that I haven't even thought of.

Use of Solution

I've used it for a little over a year.

Stability Issues

It has. With the new update in Geneva, there's a few snags with the presence, but they're getting that ironed out. As far as up-time goes, it's always been available.

Scalability Issues

We haven't needed to scale yet and right now our licenses aren't size-based as far as storage-based goes. I haven't really seen a need to scale at the moment.

Customer Service and Technical Support

Very good. I've worked with other vendors in the past that haven't been nearly as good as ServiceNow's, like CA technologies and SolarWinds. ServiceNow is way better.

Previous Solutions

I previously used CA UIM. CA didn't really know what was going on and a lot of the stuff they promised was really not working properly. They got us in the contract, though, so it's too late.

Initial Setup

I wasn't at the company when the initial setup took place, so I can't really speak on that. As far as upgrades go, it's pretty straightforward. Doesn't take too long and generally goes smoothly.

We will eventually upgrade to Helsinki. I guess we can do it now if we wanted, but we just switched everybody from Fuji to Geneva and getting everybody used to that. The UI hasn't changed a whole lot, but one of the sessions coming up [at Knowledge 16] is the Helsinki features. I'm going to take a look and decide from there whether we should push it quicker or not.

Other Advice

I'd tell them to stay out of the box as much as possible. We've had it for quite a while, I think since 2005. Out of the box as much as possible because once you start developing and making stuff your own and then some cool new features come down the line. It makes a lot of work to look at backing out stuff so you can implement the new features from ServiceNow and then maybe eventually putting your stuff back in. Just stay out of the box as much as possible, alleviate headaches.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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