ServiceNow Review

It's well integrated into different environments and relatively open.

Valuable Features

I would say it's that it's web based, relatively open, well integrated into different environment and OSN independent.

Room for Improvement

I would say database or data visibility. In fact, I think for me, I'm going for the physical side, most of the people like to access data without any constraints. We're in ServiceNow, it's not very easy to access the data on a very simple way. That would be a very good improvement, and you need some specific tools to access data or reporting. Sometimes it's not enough and that's the point.

Use of Solution

I've used it for three years now. Partly as a developer and partly consulting with user groups.

Stability Issues

I would say yes. Sometime some delay of latency but otherwise it is very stable.

Scalability Issues

We will see in the future but I think that Helsinki will be a very great improvement for us.

Customer Service and Technical Support

I have nothing to say about support. It's just nice.

Previous Solutions

We used BMC Remedy, and it was slightly different but we went for ServiceNow because it is more user oriented.

Other Advice

Prepare a very good Service Catalog first. Then you have a very good base to work on and then trying to adapt the interface to the user to the very basic user because it's the main problem we have to face too.

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