As a platform approach I would say I really like this vision of saying ServiceNow is an application platform now as a service where we can build any application we want to so we have some applications on the baseline like in sales management, like change management, now customer services, like security operation. If we need to build other applications we can do it, the same way if we want to modify an application, we can do it as long as we follow the base practices.
It's something really nice to do with ServiceNow because all legacy products when you were trying to do something a little bit on the side, it didn't work anymore and was very out of grade. Here, with our customers it's actually nice to upgrade ServiceNow.
Room for Improvement
It's like when you work on science, you say, when I answer one question, I have 10 other questions rising up. I see the same thing with ServiceNow. When something is added on ServiceNow on the platform, then you have 10 more things to do because you have to improve again and again and again. Here what could we do? They probably have a lot of things to do with IOT. We can always improve a lot of things about how we work between citizen developers and professional developers.
Use of Solution
I started using it in December 2011.
I think we've got one customer who had an outage once, or maybe twice. One was a mistake we did on an integration and not the fault of ServiceNow. Second one is that the personnel forgot to change some certificates, so the instance was working perfectly, but the customer said, "I have an outage here and why?" We looked at it and we say, "Did you do your work here?" "Oh shit! I have to do it now." Yeah, extremely nice. I never had any issue with ServiceNow.
We go through the smallest customers, probably have something like 30 people and the biggest ones probably have thousands of people using ServiceNow everyday.
It's working very nicely, with scalability. Again, scalability with number of people, but also different teams working on ServiceNow, different processes, different countries. You can work with people all over the world together because ServiceNow won't stop working at 9:00 in the evening for European time.
Customer Service and Technical Support
Extremely good. The latest incident I have registered on high support was last week and maybe it was extremely complex, extremely technical, but after maybe one hour or two hours they came back with an answer saying, "Yeah, David, please read the documentation because it explains there that what you're trying to do is not actually possible." They provides all the answers and explanation why it's not really good to do it.
It's different for each company because if you are already quite mature with your processes, if you have good communication on your team, if you are obvious approach of collaborating between people, it's extremely easy. It can take just weeks to do it. On the other side, if you had legacy processes, you customized the previous tools and if you don't have this collaboration approach with the different teams and if everyone says, "I know what I need. I need this and only this feature and I can't listen to you if you tell me otherwise."
In that case, it might take more time, not because of ServiceNow but because we need a chance to culture the company. We need to have a culture shift on the company to be able to go to the right direction on ServiceNow. Communication, marketing, intel or involvement, engagement with people. That's extremely important to do.
If you need more time to do, for example, user acceptance testing, if you say, "Well I'm not secure as a customer to go live now." "Okay, let's take one more week, two more weeks to test. We probably won't do anything, any new developments, just a sync," but at least you will be sure that your users know ServiceNow, they are ready for go live and will be smooth. That's the most important. You go live when it's smooth, and not when it will be hectic.
Other Solutions Considered
I have customers who use HP Service Manager, BMC Remedy or CA. Personally, I tried in 2011, I have tried to work on BMC Remedy for maybe two months. I didn't learn that much. When I had the opportunity to go on ServiceNow, I said, "Yes, let's try." It was very nice and I have also spent maybe two days on HP Service Manager and that was the two most boring days of my life.
Yeah, the only thing we have to say with customers who already have some product today, especially in ITSM, is don't implement what you have from BMC or HP in ServiceNow. When you do ServiceNow, you do the ServiceNow way, not the BMC or not the HP way. That's extremely important because that's where you can end up with something extremely complex, not only for the platform. The platform can manage it, the platform don't care. Technically it's possible. For the people, for the users, for the end users for the fulfillers, you want to do something simple.
For example, for one customer, a small customer like one Android people IT guys, small customer. They had on instant management they had three Android categories. When you do some ServiceNow implementations, the first implementation step, you have to review your processes and review the requirements. Be sure you have the right things in place and not the things you don't need. Yeah. I think if I have say three words about a good ServiceNow implementation, it's all about upgradabiity, because you have to upgrade every six months or every year so you need to think about the upgradability of your platform. You have to think about the performance and you have to think about the value.
If you request anything and if you are a customer and you ask me anything to me, I will tell you what is the justification. If you don't have any justification, I will tell you, "Well, I'm sorry. I can't do it." I'll go to the CS person, and the they will say, I want this feature and I will say, "Okay. You are the customer, I do whatever you need, but above that, you need a justification." That's extremely important.