What is most valuable?
PPS components such as Planning Console, Resource Workbench and the Visual Task Board are excellent add-ons to the OOTB lists and forms and provide a great way to add value to the Organization without having to opt for a point solution for each of these processes.
How has it helped my organization?
ServiceNow reduces drastically the time to value and it is possible to completely get rid of flat files such as spreadsheets and powerpoints in less than a month for any Organizational process.
What needs improvement?
ServiceNow offers Angular components that greatly enhance User Experience. Pages such as the Resource Workbench to allocate resource, Planning Console for Waterfall planning and Demand Workbench to prioritize demands all contribute to adding value to a ServiceNow implementation project. On the flip side, until very recently the overall UX experience was very poor as everything is either based on a form or a list. Hopefully with the release of Service Portal and as it evolves in future releases, web developers will have more and more flexibility to improve on the OOTB UI capabilities.
What was my experience with deployment of the solution?
Deployment through Update Sets can be challenging at first but after some practice they become easy as a breeze.
What do I think about the stability of the solution?
Stability is assured by the Vendor. No issues found so far.
What do I think about the scalability of the solution?
Easily scalable as the Vendor assumes availability at all times.
How is customer service and technical support?
Very good. Quick response and very customer friendly. Technical Support
Technical support hours can be negotiated with contract and with so many community resources most of the times it's not even needed to recur to the Vendor.
How was the initial setup?
Setup requires someone who understands the default data model in order to quickly identify synergies between requirements and OOTB capabilities.
What's my experience with pricing, setup cost, and licensing?
Licensing model is not easy to understand and is constantly evolving. For example, just recently ServiceNow changed the PPS licensing model (now Service Strategy) to distinguish between users who only perform assigned tasks (workers) and planners.
Disclosure: My company has a business relationship with this vendor other than being a customer: Implementation parther of the vendor
Nov 10 2016