ServiceNow Review

I like how configurable it is.


Valuable Features

How configurable ServiceNow is, but at the same time you have to know what you're doing. It's not easy to make mistakes, but at the same time I guess it is. It's kind of difficult to explain.

Room for Improvement

Right now the way we have our structure is that we use record producers that go to a form, and we use the variable editor to show the record producer. One of the limitations is if you do UI policies and client scripts on the record producer, it doesn't transfer over to the variable editor, so it's kind of like you're doing double the work. If you use the requested item table, you don't have to do double that work, which seems like a limitation that you can't use that functionality on any other table besides the requested item table. That's a big one that bothers me.

Use of Solution

I've used it for a little less than a year.

Stability Issues

From what I heard we've had contractors who've come in who've worked on other people's incidences, and they say our incidence is the buggiest of all the other incidences they've dealt with. When we promote update sets some of the updates in the update set don't go to the next environment. It's completely random, and it shows up in the update set in the environment you push it to that it was promoted properly, but it doesn't show up. You have to go into that environment and make the changes. Little things like that, but it's always up and running, unless our company has an internet issue.

Scalability Issues

We're using it in one of our divisions, but cross functionally, so we see it scaling up.

Customer Service and Technical Support

Ninety percent of the time the people that respond to the high tickets that we open are really knowledgeable and solve our questions within a week. In the high ticket when you select a category, there's not enough categories, so sometimes we just have to select one. In that instance, we sometimes get somebody who doesn't really understand what are questions was, because we weren't able to select a great category for them to understood what was going on.

Other Advice

Go for it, but start in a small area, and don't bite off more than you can chew, because it does take time to develop this stuff. It's not as easy as everybody thinks, so I wouldn't make too many promises that you're going to get stuff out there quick.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
Add a Comment
Guest
Sign Up with Email