ServiceNow Review

Provides internal clients with greater transparency about their projects and deliverables


What is our primary use case?

  • Work intake 
  • Project management 
  • Project for a 30 person marketing and communications team at a Big 4 professional services firm.

How has it helped my organization?

  • It helps improve service levels and reduce team stress.  
  • It provides internal clients with greater transparency about their projects and deliverables.

What is most valuable?

  • Ability to configure a service catalog with defined SLAs.
  • Single window for all work requests.
  • Ability to bundle various deliverables into a single project work request.

For how long have I used the solution?

Less than one year.

What do I think about the stability of the solution?

None.

What do I think about the scalability of the solution?

None.

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

We used a homebrew solution developed by (and for) our IT department. It was far too complex for marketing users.

How was the initial setup?

The setup was time-consuming and required a lot of internal resources. 

What about the implementation team?

We used an in-house team.

Which other solutions did I evaluate?

The IT department conducted a vendor evaluation, but I am not aware of which solutions were considered.

What other advice do I have?

It is a very robust tool. We use it for all back office teams in the firm, resulting in a common interface and intake process across HR, IT, Marketing, and Finance.

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