What is most valuable?
The ease of use is great, whether it be for someone like me who's an administrator and developer, or just the end user in general. The fact that it's cloud-based, so you can access it from anywhere as long as you have a browser, or a smartphone. The overall ease of use is great.
What needs improvement?
The whole mobile aspect seems to be the key. People are still working, they’re not at their desks, so they need an easy way to work. I think that's going well in that direction. It seems like ServiceNow as a company has a pretty good vision on where they are, where they should be and it really matches up well with what we're looking to do.
For how long have I used the solution?
We've been using it for just about a year now.
What do I think about the stability of the solution?
The availability has been great. Any issues we've come up with we've been able to easily rectify with working with support, so I would say it's definitely great.
What do I think about the scalability of the solution?
Right now we pretty much just deployed it for IT use. We're getting ready to deploy it for some of our organizations outside of IT like our broadcast operations, our repeater, even facilities, so I think the future is looking good.
How are customer service and technical support?
Probably the best that I've ever dealt with. Really knowledgeable. Usually pretty quick on getting back with you. Their website, wiki, and community are great. Probably the best support I've ever dealt with in my twenty plus years in the industry.
Which solution did I use previously and why did I switch?
I've been in this industry so long. Prior to this I'd been working with Remedy for about fifteen years or so. This takes me back to the really old Remedy days when it was a really great product, before they were bought out by a big company, where there was a great community and great conferences.
How was the initial setup?
It's pretty straightforward. We worked with a partner, Logic Callus to help us get setup. We had a hard date because we were coming off of an existing cloud system, so we had to really push hard to make it in that time frame, but we were up and running incident change, problem, and service catalog in two months. Basically what we had allotted for. It was pretty seamless.
What other advice do I have?
I would tell you to take a look at it. It's a great product. Get a demo and get familiar with it, because you can pretty much do anything you need to do with it.