ServiceNow Review

HR Case Management and Customer Service Management are key areas for our clients


What is our primary use case?

We are consultants. We use ServiceNow to develop ideas and solutions for our customers.

How has it helped my organization?

It has definitely improved operations at the customer end. There are some key metrics which users have wanted and they are able to achieve them through ServiceNow solutions.

What is most valuable?

The main feature would be ITSM, as ServiceNow initially started with ITSM software. That is something which is important for all our customers. HR Case Management and Customer Service Management are two of the key areas which clients are also using.

What needs improvement?

HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module.

For how long have I used the solution?

More than five years.

What do I think about the stability of the solution?

The stability is really good. As I mentioned earlier, the HR area has a lot of room for improvement in terms of stability. We are trying to customize a lot of things. But overall, in terms of being a stable solution, that is what comes from ServiceNow.

What do I think about the scalability of the solution?

I would rate scalability very high, compared to competitive tools. It is highly scalable.

If we implement it for large enterprises they could have 10,000-plus end users. We have implemented it for small organizations as well, where they have just 1,000 end users.

How is customer service and technical support?

Out of ten, I would rate technical support at seven. Sometimes, it seems to me that even though we are looking for a simple solution, if something has to be customized, ServiceNow technical support doesn't look at it and they simply say that we have to go with Professional Services. They won't look at any custom script or any custom implementation. Where we have done a small customization to something out-of-the-box, even in those cases there are times when ServiceNow is not able to support us.

Which solutions did we use previously?

Before ServiceNow, I had worked with BMC Remedy and worked with and compared Micro Focus Service Manager vs ServiceNow. We switched our services because ServiceNow is really easy to configure and it's a cloud tool. In terms of the performance and the implementation, it is really easy to configure.

How was the initial setup?

From an initial setup perspective, it is very simple. That is why ServiceNow is the market trend, compared to Remedy or compared to HPE tools. It has already captured close to 60 or 70 percent of the market. The initial setup is really very user-friendly and very easy to set up in customer environments. Just drag and drop. You really don't need any technical skillset to deploy ServiceNow at customer sites.

Deployment time depends on what a customer is trying to implement, for example, the number of modules. If a customer is going with the basic ITSM module, it does not take more than two to three months to implement that complete ITSM suite.

In terms of implementation strategy, first we try to go with the out-of-the-box features and try to follow ServiceNow guided setups, which are available on the ServiceNow Wiki. A lot of information is there. We can blindly follow that for the initial setup and for the configuration.

The staff required for deployment and maintenance depend on the customer's requirements. If the requirements are really complex and they want a custom solution, then the timelines and the staff increase, based on that. There's no standard staffing, as such, in terms of implementation. It completely depends on the complexity of the requirements and, obviously, the size of the requirements.

What's my experience with pricing, setup cost, and licensing?

Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers.

The licensing is changing drastically. Especially for the Orchestration piece and the HR piece, the pricing is pretty high. Initially, when ServiceNow started, the licensing was very nominal and that's why customers adopted the tool. But now, in terms of replacing other tools with ServiceNow, they could probably work on the licensing part. Doing so will obviously increase the ServiceNow market and customers will start using it for that.

Which other solutions did I evaluate?

We directly migrated from Remedy to ServiceNow because of the growing market for ServiceNow vs Remedy. We got quite good feedback from some of our competitors and customers that ServiceNow is really good in terms of its integrations. In 2011 we called ServiceNow to demo the product. They came to our organization and we had the demo and we really liked the tool. Then we switched over to ServiceNow.

What other advice do I have?

The configuration is very simple. I would definitely recommend it from a maintenance perspective and from a scalability perspective. It is a really good tool. You can replace your existing Remedy or HPSM with ServiceNow.

Regarding how extensively the solution is being used, it's no longer just an ITSM product. It's a platform, as such. Customers have started moving all their custom applications - in addition to ITSM, their non-ITSM - to the product. They've started building everything on ServiceNow. Slowly, customers are liking the tool and they are very happy to move everything onto ServiceNow.

I rate ServiceNow at eight out of ten. For the two missing points, as I mentioned, there are some new modules which need a lot of improvement. The HR Service Management is not very straightforward right now, in terms of the security rules. We have to spend a lot of time implementing the HR module. It is not really simple the way it is with the ITSM modules.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner.
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