What is our primary use case?
We build out video knowledge bases, how-to knowledge bases for self-service support and agent use. We integrate into a number of different ticketing systems, service management platforms, helpdesk platforms, and call center systems.
We are a ServiceNow partner and we have a ServiceNow instance. We use it for ticketing support, ticketing systems. It has worked really well for what we do.
How has it helped my organization?
We have set a standard around the way we build content. We have found that if we build for ServiceNow, it will pretty much import anywhere. The format is very similar. ServiceNow seems to be more of a standard interface and their knowledge import specs are pretty consistent with everything else. We have had a few we have had to tweak but, generally, if we build it for ServiceNow, in a lot of cases we can take a ServiceNow file and import it into any other system and it will work fine. That's the biggest benefit.
What is most valuable?
The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version.
The features continue to improve. We get new features and we can choose to turn them on or not, but we're always getting them. That is part of the program.
What needs improvement?
Some enhancements to the self-service platform would be helpful. That part is still a little barebone. There are some things that they could do better that we have suggested to them.
Also, the mobile app is not bad, but it's limited. They are going to be working on that, I'm sure, over the years.
What do I think about the stability of the solution?
It seems to be very solid. We have not run into any errors or problems, although we're not a very heavy user. If somebody was processing thousands of tickets a day, maybe they would run into something, but for us, it's solid. There are no issues at all.
What do I think about the scalability of the solution?
It seems to be able to accommodate any number of clients, agents, admins. We're a small company, so we don't stress it very much with the number we have in the platform. But everything that I see there, I think it will go. They have large, global corporations working on it, so I think it's pretty solid. That is what I've seen, but not what I've experienced.
How is customer service and technical support?
Their technical support is very good. We're in the partner program so we have a different development program. We access a different group within support compared to the support a regular client would access. When we need help, the people we work with are very good. Things get resolved, things don't linger.
What other advice do I have?
First, decide what your processes need to be. Determine what your environment needs, what's important, what your priorities are, what your process methodology is, and find a platform to fit that. If you are trying to find a platform and you don't go through that exercise first, you're just tying yourself up in knots. If you choose the platform first, then you are going to match your processes to the platform. If you haven't been through a process, an internal system environmental analysis, to see how things work and what you need, you'll never be happy and you'll wind up changing platforms every couple of years or every time your CIO changes.
When selecting a vendor the most important criteria for us are that they
- are cloud-based
- have ongoing development
- provide API capability so we can integrate whatever we need.
There has to be the ability to write APIs as you need them, so you can hook in whatever you need to connect to it.
I would rate ServiceNow at eight out of 10. They're good but they can get better. From what we've seen, they are making improvements, they listen to feedback. They're not sitting still, they continuing to evolve, continuing to develop, add features, add capacity.
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner.
Aug 13 2018