What is our primary use case?
We primarily use the solution just for our ticketing purposes to keep track of our incidents, projects, and tasks.
We use it for internal projects, circuit routers, upgrades, keeping track of vendor contracts, et cetera. Basically, it's just a repository of everything that we do and to support our internal clients that deal with maintaining bookkeeping as well as providing the tickets, keeping track of projects, and stuff like that.
How has it helped my organization?
It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page.
It's great that everybody is in the loop - especially from an incident perspective for a user. If I'm waiting for somebody to get back to me, or if I'm researching something, I could update the notes and I don't have to call the user. The user will get that ticket via email. They're aware. You don't have to go and chase people and update them individually, or even on a group basis. Whatever I enter into my notes is sent out to everyone. There's no gap in information sharing.
What is most valuable?
The general incident management is very good. On a day-to-day basis, we get incidents and we need to keep records. The incident tickets are being used a lot.
The change management within ServiceNow is great. It's great due to the fact that it keeps track, of everything. Any change requests that touch a particular business or function can be used and distributed amongst whoever's involved in that project. Everyone is informed of what changes are needed or done. I don't need to go and individually create a separate distribution list. It's simple.
The solution offers very good functionality and transparency.
From my perspective, when I create any incidents or even a change request or any projects that I'm dealing with, I could upload as many documents as I want, unless people take the software and they basically structure it to the way they want it.
It's easy to use. If somebody is in an IT business or even has a basic knowledge of any ticketing system, they could learn it very quickly.
The solution is very stable.
The product scales well.
What needs improvement?
There aren't any improvements that I could suggest off top of my head, as it's a well-informed well-structured solution. From a business perspective or an individual, IT perspective, there isn't much to change at all.
Some companies may find that adding as many documents as they like to an incident makes the solution problematic.
Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task. You would have to revert the change, then submit an additional task for a group to act on. I'd like it if we had the ability to, once the task had been approved and created, go in and create an additional task for a particular group to action. That's definitely one thing I would want to make a change to.
For how long have I used the solution?
I've used the solution for a very long time. With my current company, I've used it for five years. However, I also used it at my previous company for around 20 years. It's been a few decades at this point.
What do I think about the stability of the solution?
The stability is very good. We haven't had any problems. It hasn't gone down and it hasn't crashed. There are no bugs or anything like that. I don't see it any now and I haven't in the past - even after 20 or more years. This is flawless software.
What do I think about the scalability of the solution?
It's scalable. You could easily modify it and you could create reports or you could do whatever you want to do with it based on the privileges. There's no downside to it. You could create your individual report or you could use a template and create your own individual report and you can use search criteria for your own searches for incidents, change, tasks, anything. It's very flexible.
We have about 100 users on the solution right now.
We may increase usage in the future. Right now, it's being used quite extensively.
How are customer service and technical support?
I can't speak to how technical support is in terms of helpfulness. We'll go to our backend developers and they basically deal or interact with them. I haven't had any interaction with the ServiceNow technicians or anybody else from ServiceNow.
Which solution did I use previously and why did I switch?
I've been in the industry for almost 20 or 25 years. With the previous ticketing system that I used to use, which was Remedy, there's a big difference. ServiceNow is just so much easier.
How was the initial setup?
I didn't handle the initial setup.
That's a different group that does altogether. It's a packaging portion. We basically tell them if there are certain things or floor processes that we need to create. We'll create it on a front end, we'll create the diagram, the workflow, and everything else. We give it to the backend office and they'll basically make the changes as they go. They'll give us a test case scenario before it goes live, and any modification or any changes that are required. We reply back to them with the information and they basically make the changes according to what we want. From a packaging or modification perspective, it's not something that my team or I do.
I'm not sure how many users are currently maintaining the product.
What other advice do I have?
We're just a customer and an end-user.
We are using the most recent version of the solution at this time.
The product is well-versed, and it's simple to use - which is why I would recommend it. You've just got to know how you're going to organize or structure everything. Whoever's basically managing or deploying the software needs to map it out. They should be able to modify or scale it to the way they want it, however.
I'd rate the solution at a nine out of ten. We've been very happy with its capabilities. The flexibility and the ability to modify what you want are great - and, on top of that, it's pretty simple. If you know how to do a simple query, you should be able to pull up anything that you want. That's what I like about this software
Which deployment model are you using for this solution?