ServiceNow Review

Provides the ability to link different types of records with each other. The scalability needs improvement.


What is our primary use case?

The primary use case is IT service management. It encompasses quite a few things, such as incident records, change records, etc.

How has it helped my organization?

It uses a common base of data and allows different types of records to pull from that same base of data.

What is most valuable?

The ability to link different types of records with each other.

What needs improvement?

  • The ability to embed help information onto the screens.
  • The scalability needs improvement.

For how long have I used the solution?

Three to five years.

What do I think about the stability of the solution?

On a scale of one to 10, I would rate stability as a seven.

What do I think about the scalability of the solution?

On a scale of one to 10, I would rate scalability as a four.

How is customer service and technical support?

On a scale of one to 10, I would rate technical support as a seven.

How was the initial setup?

I was not involved in the initial setup.

What other advice do I have?

The most important thing to have in place is the face of the configuration data.

Most important criteria when selecting a vendor:

  • Scalability
  • The development model: How are updates made and promoted to production.
  • Ability to embed user help information directly to the interface.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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