Integration - we started off at ITIL processes, but now we're looking at integrating it with other aspects of our business. We're on-boarding CMDBs so that we know what we have. On the other side of that, we can tie those into those processes that we already have so that we can actually see incidents across which devices or if there were changes made to those devices that correlated back to those incidents and stuff like that.
Room for Improvement
More out of the box stuff, but then again it's so customizable that you can make it do what you need it to do even if it didn't come with it.
Use of Solution
I've used it for a little bit short of a year. My company has used it for four years.
It's been constantly stable. I wouldn't say never any down time, but I would say that we're usually at four nines.
I would say most certainly it's scaleable.
Customer Service and Technical Support
With my interactions with them, I would say that they're really good. I almost never have to escalate anything. It's usually the person that responds to me helps me out pretty quick.
Upgrades can be kind of painful. ServiceNow is a great product because you can do almost anything with it. On the flip side of that, it's kind of horrible because you can do almost anything with it. The more you customize stuff, the more effort there is in upgrading to see what isn't getting upgraded because you've customized it and then to work out what you have to do.
My advice would be to do it, not knowing obviously what their ITIL processes are beforehand. I would say, "Get ready to ride the roller coaster," because, like I said before, you can do almost anything with it, which is also a downfall because when we started we were doing just incident change and problem. Now we're doing incident change, problem, project, self-service portal, CMDB discovery, service mapping, even management. It grows exponentially. You have to try to keep up with all those pieces.