ServiceNow Review

Allows us to implement a wide variety of processes for clients, including Scaled Agile Framework


What is our primary use case?

We are an integrator. We help our clients to implement ServiceNow for their companies.

What is most valuable?

The most valuable features generally depend on our client's needs, but most often it's some type of basic setup like incident management, request fulfillment, SLAs, problem management, change of management, and knowledge management.

In other cases, it can be something like an ITBM suite. Currently, we are implementing project management and Scaled Agile Framework for one of our customers.

It actually has quite a wide list of modules and processes.

What needs improvement?

There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon.

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

The solution is quite stable. It's actually a big platform with a lot of plugins and a lot of things being introduced in each version. Sometimes there is not enough information about releases. For example, right now we have an issue understanding what the roadmap is for the Scaled Agile Framework.

What do I think about the scalability of the solution?

It's very scalable. It's good, really good. I have experience working with other IT solutions like HPE/Micro Focus, and ServiceNow, in this regard, is all in the cloud. There are no issues thinking about the physical infrastructure. So it's very good.

Sometimes it limits you. For example, in CIS, they had a lot of issues working with a SaaS, but generally it is good.

How is customer service and technical support?

I haven't had a chance to check technical support myself, but my colleagues say it could be faster. But in comparison to my previous experience with HPE/Micro Focus, ServiceNow is the same. It's good but it could be better.

How was the initial setup?

When I was first assigned to this position and added to the team, and entered the ServiceNow world, this product and its use for clients were already ongoing. It was not new to the other members of the team. I was the newbie here. I checked out some training materials and I had some previous experience in the ITSM world. I just onboarded and started playing this role. It was pretty simple for me personally.

For the company, I can't comment on the initial setup because ServiceNow was here before me.

For the particular client we're working on, I joined the project last summer and it finished this summer. Before that, it had been ongoing for a year or year-and-a-half. But it was a big implementation, ten or 12 modules implemented.

In terms of the implementation strategy, there is most often a need in the client's company and they ask us to do a preliminary assessment and some onsite discovery. After the discovery, we build a prototype and finish the requirements-gathering. Then comes the implementation part which is mostly done through an Agile approach. After that there is testing on our side and user-acceptance testing on the client's side. Finally, it is released.

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

Speaking in light of my previous experience with HPE, at that time, around 2012 or so, if ServiceNow was a bit cheaper it would have had a good chance of our company choosing it at that time.

Now, ServiceNow is a leader and its pricing is quite good, quite competitive. If it were cheaper it would probably be better in this market niche.

Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.

Which other solutions did I evaluate?

Long ago, when our company itself was choosing a platform, a solution for the company to support, there was a big analysis effort and investigation of what was on the market. Back then we chose HPE. But that was really long ago and it's not relevant to my activities and my experience currently.

What other advice do I have?

My advice would be not to try to implement it by yourself. You could spend a lot of time without any considerable outcome.

We have ten clients right now and some of them have 1,000 users, all together. They have 20 to 50 engineers.

Deployment and maintenance on the client's size and their requirements: how quickly they want the implementation done, and on how many people create tickets, etc. The basic team is five to seven people who implement Service Now. For support of the solution, it's a maximum of three to five people.

I would rate ServiceNow at about nine out of ten. One of the things to be improved is their transparency in working with partners. Being a partner of ServiceNow, sometimes it's not clear how we should check for new updates; for example, this Scaled Agile Framework, etc. Working with HPE was more transparent for me. I had good communication points to address questions, not on the support level but on a higher level, to get answers to questions quite quickly and informatively.

We are a large integrator with more than 20,000 IT engineers. We work with many vendors including HPE, Micro Focus, Oracle, and some dozen other vendors.

Disclosure: My company has a business relationship with this vendor other than being a customer: Integrator.
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