ServiceNow Review

It's given us one pane of glass to look at a lot.


What is most valuable?

The development aspects within it are valuable. Incident, change and problem. It's given us one pane of glass to look at a lot of stuff, which has opened a lot of eyes to our IT department.

What needs improvement?

I did some app training and and got to see Helsinki. It was a little buggy, but I realize it's the next thing coming out, so it was good. I like the direction they're going.

For how long have I used the solution?

I've personally used it for a little over two years.

What do I think about the stability of the solution?

Everything that we've had has been stable. We haven't had really any issues or anything.

What do I think about the scalability of the solution?

It's very scalable.

How are customer service and technical support?

I'd say they're proactive. Any of the tickets I've had open with them, they've gotten back to me in a timely manner and taken care of things.

Which solution did I use previously and why did I switch?

We were using something before that was supposedly an ITIL platform, IncidentMonitor. As we expanded and got bigger it just wasn't an enterprise solution that we were looking for, so we looked at ServiceNow, and I can't remember the name of the other one we looked at. ServiceNow by far was the one to go with.

How was the initial setup?

I think because we were so new and not knowing what the tool could do we really didn't have anybody that knew much about the product. We brought in a third party, and they had some quick starts that we used to get us up and rolling.

What other advice do I have?

If they're coming into it new and they don't have any experience with it, I would say that they need to find a third party that can help get that tool rolling quickly. I would say that we didn't know enough. We went with a company early on, that I had mentioned earlier, that we weren't a hundred percent satisfied with. We switched over to a different company now that we're using, and it's better. It's not perfect. I would say that you need to go and you need to find somebody that can help get you started. If it's not another company that you can look to, third party come in and help out.

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