We use the data to compare and review situations, propose improvements, and promote action items.

We aligned several different service desks onto one platform. There is a cost savings in not maintaining multiple systems. 

ServiceNow has enhanced the efficiency of our IT service management procedures. Currently, we utilize it to streamline request handling and centralize all requests within the ServiceNow platform. Additionally, we're exploring integration with Microsoft's pilot program, which will soon feature bots seamlessly linked with ServiceNow. We aim to consolidate all channels onto one platform, ensuring a streamlined process for all involved.

ServiceNow facilitates our incident response and resolution workflows, meeting nearly all of our requirements and KPIs.

We use ServiceNow's integration with the MDB, linking it with the MC for discovery decisions. Our database management is handled within ServiceNow.

Our integration of ServiceNow with existing systems and tools is progressing smoothly, primarily facilitated by APIs.

One of the advantages lies in the implementation of the ITIL process, which becomes more scalable and readily integrated within ServiceNow. With predefined processes, the transition is seamless and ensures efficiency moving forward.

Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data. 

ServiceNow helps us deliver projects on schedule. When we start a new project, we share the deadlines with the various team members, and they perform their assigned tasks. 

It has improved the way in which projects are requested and assessed. We used to have two forms that PMs used to send out. We had a committee that would say yes or no and allocate the resources and the time for the project. PMs used to bring the forms, and I used to go through them with the committee. With the Demand process, we have been able to automate that. We now have what is called a Demand Pipeline. PMs still come and present at the committee, but everything is easier to track now and automated. We go through the process of the demand and then turn it into a project, which I find very useful, at least on my end.

It does exactly what I need it to do. I report to the CIO and senior managers for the overall projects. It is great for me because I can show them fancy graphics and makes my life easy.

Visibility and resource management are the two areas that are improved by the ServiceNow Project Management implementation. The Project Management module provides visibility to leadership. We are able to get accurate dashboards and, more importantly, proper resource management. A lot of this isn't necessarily ServiceNow functionality. It is also a matter of implementation and adoption process.

Before ServiceNow, in the environments I've been worked with, there were a bunch of files, such as Microsoft Project plans or Excel spreadsheets, all over the place, and very rarely anybody had a clear understanding of where we were in the project. By the time they had an understanding, the document used to become dated. 

ServiceNow optimizes our IT service management processes through its knowledge base feature. This repository contains solutions and insights into challenges encountered during request or incident resolution. A select group reviews and collects this knowledge to analyze how it can streamline processes or enhance user interfaces, such as creating simplified catalogs for quicker request submission. Integration with ServiceNow ensures that every request or incident benefits from this knowledge, enabling faster delivery through automation. Focusing primarily on requests and incidents, which are the most common user interactions, leveraging the knowledge base in this manner significantly contributes to refining and fine-tuning operations management.

ServiceNow significantly enhances our workflow efficiency, as demonstrated by a straightforward example of adding a user to a group. Through analysis of over a thousand requests, primarily for server or file share access, we identified the top ten groups frequently requested. Utilizing this insight, we implemented backend automation scripts integrated into ServiceNow's action tasks. Now, when users request access to a file share or server, they select from a dropdown menu of the top ten file shares, streamlining the process. The automation prompts users for necessary information, such as their ID and approvals email, before swiftly granting access within one to two minutes. Previously, such requests could take up to twenty minutes or even a day due to lack of clarity. However, with this automated workflow, users have predefined options, reducing confusion and minimizing errors. Additionally, the system captures requests not covered by the predefined options, allowing us to monitor and address emerging needs effectively. This improvement has significantly reduced the occurrence of errors and escalations, leading to smoother service delivery.

ServiceNow portal has significantly enhanced our user experience and service delivery, particularly through its advanced reporting system. This system allows us to gather feedback and insights, such as the number of pending items assigned to individuals, reasons for delays, and the status of updates. The reporting capabilities within ServiceNow enable us to conduct in-depth analysis of ticket resolutions quickly and efficiently, facilitating improved decision-making and operational efficiency.

ServiceNow's reporting and analytics functionalities significantly contributed to decision-making processes, earning a rating of eight out of ten.

Although I lack extensive experience with it, I find that ServiceNow is generally straightforward to integrate.

The product's integration functionality in the change management module has significantly improved efficiency in our organization. It has enhanced the delivery process with automated operations.

ServiceNow is one of the fastest‑growing cloud enterprise software companies in the world. We implemented ITSM, ITOM and ITBM for various customs and even in our organization which reduced operations costs infrastructure cost

We have other facilities in the United States with teams in Herndon, Virginia, and Grand Prairie, Texas, and for networking, in Mobile, Alabama. By having our different specialists in different areas, we're able to leverage their expertise over a large geographical area.

It helps with how well our applications are compliant with our policies, and that helps with the overall security of our applications. We are very detailed with our policies, and there is a buy-in for security across the company. So, we're able to show which applications are in compliance with the policies and which aren't, and we're able to target those that aren't for a little extra work and attention.

Using ServiceNow has forced conversations around the whole IT domain, on how we can manage the IT assets through their life cycles. This starts with identifying the need and introducing it, developing it, and deploying it, to then eventually making decisions to remove the asset from the operation.

I can use it to see the whole life cycle.

As a company, it's about how you get your data in there and manage it.

ServiceNow has helped improve our organization by making it more efficient. Since we only need to manage the cloud service and not other aspects, such as infrastructure or software, this has freed up 30% of our human resources that can be utilized on other tasks. The solution has added value to the company.

It improved the customer experience. For instance, preference management is very useful to be able to set up automated notifications based on various things, such as site priority, site size, client's importance, and incident's priority. We can configure that only a portion of a group gets P1, P2, or P3 cases. Those features have really improved the relationship with the customers and within the organization. The reporting features and the setup of the customer CMDB file are improving the customer experience, and our internal groups are also able to benefit from them because they are using it daily. If there is an incident, it is an advantage that they don't need to fill out things. The notifications are also sent out automatically. So, they are saving time, and they can focus more on taking care of the customers, communicating with them, and taking up new issues.

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.

ServiceNow has enabled us to rapidly deploy Application Managed Services for new clients, with the ability to configure, extend, and tailor our ITSM Platform to meet individual client needs. ServiceNow's multi-instance model helps enable that flexibility. For example, we recently took on a new Workday client by modifying our ServiceNow instance (configurations and workflows) within 5 months, with successful go-live afterward.

ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations.

Speed of delivery is really at the forefront. Being able to do things faster removes those IT obstacles out of the way for our business users and lets them do what they need to do quicker. We're enabling our business to be more nimble without bogging them down with technology.

I think it's bringing a lot of stuff that's been handled by a lot of different applications and a lot of different areas in one place. We grew up with a few different areas which had their own tools for a long time for ticketing and managing assets. Basically bringing it all into one place I think is very beneficial.

Although verbal explanations may be challenging, I can provide detailed comments and notes in the code. This facilitates collaborative learning in the catalog domain, making understanding various efforts and products simpler.

As an end-user, I have not had any real problems with it. I use the capabilities that I have to and it's one of the tools that I have to use because that is where tickets are presented.

From our perspective, it's the ability to customize it and provide the different platforms. A good example is that within our organization we have incident forms that are tailored to IT and we have incident forms that are tailored to other groups, like accounting supply chain. They're using the exact same incident form, but they're customizing the fields that show up based on their groups so that they get the experience and reporting they need out of the product, but we're all using one system of record and one form to do that in so we can report holistically.

The other part of that is from a customer and restaurant facing standpoint, we can build out those seamless pages, create custom portals for the restaurants, because obviously the IT view or the back end users view is not what a customer wants to experience. It lets us create that front end view for a customer to get what they need and still have that logic to the system for it to flow through and everything.

I think historically we have had a real warrior spirit. We would get in there and do it and sometimes that meant we would write something in house. I think that we would invest a whole lot of time on something, and we would get real attached to it. Then the next thing you knew, you blinked your eyes, and we were behind the times. I think that we've made a giant leap or two in the last year, year and a half or so, that we've been using ServiceNow, that I've been involved with.

Now we have invested the time in the CMDB. We've invested the time in a portal and catalog items and now we're moving towards automation and things. We moved from Eureka to Geneva and now we've got this whole fresh look and all these new features. We're able to stay a lot more current a lot faster because ServiceNow is doing the work to keep the platform updated, whereas we can just continue to provide value that is specific to us and what we're trying to do.

We have 65,000 process users, and it's great. We've used it for ten years or so. We're actually one of the very first adopters of ServiceNow, so we've got a long history with it. The fact that they can do everything that we need to do. For us it's just the amount of stuff that we can put in there and direct people to a single place instead of multiple places.

We can now transform operations from excel spreadsheets and emails to a central system of record/truth. ServiceNow can either replace or integrate with a prospect/customer's existing solutions - especially if such integrations are common.

ServiceNow ensures a customer's investment by having 2 releases per year.  Prospect/customers considering implementing or expanding its ServiceNow investment should enlist the help of ServiceNow partners to support their effort throughout their journey.

ServiceNow is an industry leader in multiple areas and provides an excellent ROI. 

It enables us to interact with our end users and helps us resolve whatever incident they might be having. We get incident reports and it helps us get set up with trends so that we'll get resolutions to those incidents.

Other solutions are integrated with different applications and tools, but ServiceNow is quite centralized, fully managed, and you can find everything in one place.

To have this external facing site, we can pretty much face talk any customer we need to. They can log into a single portal using single sign on, which means they can use the same account to log into their machines and our environment. Sending tickets to a central location. Being able to track those tickets to see where their requests and incidents are in the process.

It has been effectively used in our organization. We have large chats with 150,000 people and everyone has found it to be useful. Our internal IT team is supporting the tool and trying to get everyone on-board.

I think I want to focus in on our assets. We do many things for studios, and internally, we use a lot of hardware, so we want to be able to find and understand where our assets sit. If there's a breakdown in communication, how do we service that? We've recently launched with one of the certified partners. How we do a better job in tracking those assets once it comes on location, and then it gets into the inventory. That's the key piece. It's how do we manage those assets, manage the cost, manage where they are, and make sure people have access to that equipment.

There's are a lot of benefits, and it depends on our audience. In the department I work in, Technology Portfolio Business Management, the biggest benefit was the ability to do asset management in a centralized place and to do the financial elements of that together. I also work with the Infrastructure Team and their key element right now was to centralize incident problem and change and build those functions out of the company. We're now expanding it to another audience which is our global Network Operations Center, and for them the biggest benefit is going to be a centralized dashboard of all their event management. Then we have another infrastructure team that would say the biggest benefit is probably the business process mapping element and the ability when there is an incident to be able to drill down and understand exactly where those problems are in the environment.

I believe because it has so many different pieces to it and they're all interconnected, they're all interrelated. As you know, in IT everything relies on everything else. That fact alone that the CMDBs in the middle and everything feeds into it and comes out of it. That alone is an essential piece to the strategy.

Look at the cost savings that's there for it, the capability. So many companies nowadays want to make sure that they're on an ITIL compliant platform and ServiceNow is definitely that platform. I'd have to say that's one of the big business drivers. If you merge with another company, you've got an immediate capability to include them and bring them on board.

The workflow and the general effectiveness of the processes have helped improve how our organization functions.

The reporting details and easy access of the data has improved addressing the customers issues.

I think the value comes from centralizing processes across business units. I've seen it where we started in IT and then we've brought in teams like library functions or secretarial support, security auditing for cybersecurity needs, making sure that your meeting a new type of governmental regulations, and things of that nature. I think it's not about just utilizing it in one particular business area. It's something that can be used across departments and I think that's what's best about it.

First of all, nowadays customers are moving all their native applications into ServiceNow. So it's definitely a kick start for them to start using the out-of-the-box features, and then realizing the potential of this tool, and then start getting their native applications loaded to ServiceNow. And eventually down the line after a few years, all their applications will be in ServiceNow. So now you have a single source of truth.

We have Remedy right now, and currently, we struggle with process, as does everyone, so we're hoping that because ServiceNow is easier to use, easier to build and that we can actually get our processes up and running. I know personally you have to have processes before you buy a tool set. We tend to do it at the same time. The whole business that with this new tool set we can finally get our processes define, implemented, because that's really a struggle.

ServiceNow was implemented over seven years ago. When I came on it was already implemented and I didn't have much of a role in getting ServiceNow changed, add-ins, whatever. They weren't reaching out to other companies. I was basically brought in to do monitoring buildouts, and get our very baseline infrastructure more organized.

The area where we have benefited a lot is that, initially, it was very difficult to have end-to-end visibility into what was happening. We didn't have any kind of top-down or bottom-up approach to CMDB and ITSM processes across it. We were able to establish that with ServiceNow. Our other ITSM models are pretty dependent on CMDB elements, so that gives an overall picture of what is happening and where it is happening.

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.

I like the ease of use of the ServiceNow platform. 

We have used ServiceNow for HR case management, IT Asset Management, IT Service Management, and custom business applications

A three phase IT Service Management transformation project resulted in achieving a first year target of less than 4% sustained monthly improvements in true customer experienced availability (based on Incident MTTR metrics) for three key IT Services (three business process automation solutions with formal SLAs). Results obtained were within six months of the project start date.

• Phase 1: Formal process 'maturity' assessments and detailed recommendations. Service Mgmt. Org. restructure with dedicated Process Owners and Service Mgrs. aligned with newly defined IT services (business process related Services). Vision and Sponsorship workshops for IT leadership team resulting in formal Sponsorship Strategy and communications plan.
• Phase 2: Rapid Process Design/Improvement workshops with process owners for Incident, Problem, Change, Release, CFG (ServiceNow PM), and Knowledge Mgmt. designing "to-be" process documents, and integrated, coordinated three month implementation plans. Tool design and implementation plan documented.
• Phase 3: After three month implementation of Phase 2 processes, Rapid Process Design workshops started for Availability, Service Level, Capacity, Demand, and Event management processes. Process documents with detailed process integrations and tool/CMDB requirements spanning all 11 processes. Formal implementation plan deliverables. Coordinated implementation projects initiated.

Having quick easy access to information is crucial in any business but especially in the medical field. Real-time information that's it easy to understand is critical. In some cases, it could mean life or death for our patients, so just having that readily available and digestible and easy to interpret is critical. We have customized so much, so I think that might have contributed to the learning curve for me, just figuring out where the organization had put things and what terminology they use and where to look for certain things.

It provides us visibility into how we're responding to business needs. If somebody requests a new user account, a new computer, or something else, there are SLAs that have been agreed upon between different departments and business organizations. We can run weekly and monthly reports to get visibility into how we're responding to business needs.

For the most part, we have used prior ITSM solutions and they have been a bit more difficult to integrate and customize into the rest of the things that we do as they are standalone products. Something like ServiceNow ITSM, where there is such a good foundation within a relationship between items and some very good capabilities to extend into our existing automation, workflows and things of that nature, is something that we're definitely looking forward to.

For us it's beneficial because we are switching from a single provider environment to a multi-provider one. We use ServiceNow as a platform and it's described as really flexible. It supports this transformation for us and now we are in the position to deliver our own multi-provider application platform. They are no longer hosted at our providers, so we can switch the provider in an easier and quicker way, and we are in a better position to discuss prices for different services because we can offer the whole platform and framework to our customers.

ServiceNow has helped us with lots of paper saving. It has unified everything in terms of non-IT service requests, with everything in one place.

It has the ability to consolidate different areas of the service desk into one solution.

Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device. Discovery is the first piece in the CMDB chain for our organization, making sure that the device appears in the CMDB before it is needed (for, say, a change request).

First of all, we had several tasks that were performed manually by the service desk and infrastructure teams, but now we have been able to automate those processes and reduce the manual intervention. For example, when an employee from one of those teams goes on vacation, we can block the account and, when he comes back, we can unblock access and reset the password, and everything is done automatically.

ServiceNow reduces drastically the time to value and it is possible to completely get rid of flat files such as spreadsheets and powerpoints in less than a month for any Organizational process.

It has improved out response time to the client

The biggest improvement I see is that unstructured work, which would primarily be worked on within spreadsheets or within emails, is able to be centralized, managed end-to-end, and have that visibility and structure in ServiceNow. That provides enormous productivity gains. 

In addition, it provides the ability to meet internal IT assurance around audit trails.

Finally, the improved visibility helps in decision-making for senior leaders and executives.

With the ITSM solution, you kind of have chaos. You can really tackle that with the solution. You have standardized processes and you get rid of the chaos to be more organized. When you're more organized, the company gets more efficient and you get the job done. The system's more reliable, so the quality of the service increases with an IT service management solution.

It gives us one platform that we can go in and do reporting. Reporting is probably one of the key features, it's getting access to data that we have in ServiceNow and being able to report on that is a key element in how we are analyzing and making decisions. We can quickly pull up reports, graphs, charts, whatever we need to be able to make decisions, where beforehand just to pull the data was a lot harder.

We've developed a number of apps or workflows that literally have taken days or weeks to complete because of the approval process. We've taken that into a workflow where now the approvals are sent via email. A user, or an administrator just needs to simply click on that email, click on approve, send it back. We've seen in some of those cases where, like I said, it's gone from days or weeks to literally hours and minutes. Another scenario is we've taken our employee leave system from a paper base where paper had to be filled out manually, signed, given to a staff assistant to enter into our ERP system to being done on the IT systems.

We've now taken that entire process where an employee fills it out online wherever they may be. They submit it, it routes to their supervisor for an approval. That approval comes back, and then that system is fed into our ERP system. There's no manual process to it, other than entering the leave request, selecting the days, and the number of hours you're taking, and the supervisor approving it. We estimate that university-wide, that's probably saving about 2,000 hours per year just on employees having to enter that data back into our ERP system.

It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform. It enables faster communication and turnaround time between the parties, which was previously challenging through phone conversations. The requester can check with the online representative and capture relevant information in the email for seamless communication and documentation.

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.

We're getting a good cost-efficiency. In my line of work, we deploy between 50 to 80 computers per day, break/fix new computers, laptops, you name it, we have it. We want to keep track of whether or not we need to replace a whole laptop, or just replace a hardware component that's failing on it. At the same time, we also want to make sure that we're keeping on par with the new technology, so that way we don't get left behind.

Everybody can access it, and that's great. They take care of security.

Using it as our ITSM solution, it has helped us to move a lot of our different processes onto the same platform, which helps with reporting and tracking and that sort of thing.

ServiceNow has helped us a lot because it helps us track our tickets, and rather than having to take notes of changes and updates, we can access all the information with a TP number.

It uses a common base of data and allows different types of records to pull from that same base of data.

The integration between asset management and ticketing and having it all under one roof is going to help us become more efficient.

Architects and solution designers can come up with the greatest things but more complex organizations cannot just be blended into an ideal model. There's always contradicting stakeholders especially in the field of service management. I'm doing an assignment with a large bank and their service management belongs the service management department. The IT company that does the nominal incident resolution for us feel responsible for service management. We have a security and compliance department who feels responsible for service management. We have a functional support department that feels responsible for service management. Everybody has an opinion on service management, everybody has an opinion on CMDB. If you want to change something with a great idea, they have to get all those people on board to get the decision made and then to have it implemented. I think that is the tricky bit and that's what you don't hear all the time.

We found because we're working on an internal cloud solution right now, we found that being able to integrate with other solutions it's been so great because we're able to use the APIs and web service calls to integrate with SCCM, Microsoft's orchestration tool and we're just been able to find that it's so versatile in working with other products and it's made everything so much easy.

We were doing our user on-boarding via email, and it involved a lot of emails going back and forth. Now, it's just a ticket. Our security team gets provisioning tasks. You can log an instance, use a service catalog, we have provisioning. It's just as important for them to go to one place. On a macro level it helps us do things more efficiently.

It gives our users the ability to do things they weren't doing before. We can get rid of several other systems, replace it with ServiceNow. I don't know exact dollar amounts for what they replaced with ServiceNow, but it's more than what I make.

• It helps improve service levels and reduce team stress.  

• It provides internal clients with greater transparency about their projects and deliverables.

Traditionally people saw different facets of IT as different areas of responsibility, so incidents were handled by one group, and problems were handled by another, but they never really called them that. They just called them "tickets," or they called them "emergencies," or they called them whatever they did, and so looking at ITSM, you can look at sort of a workflow of a thing, and so enough incidents becomes a problem, and problems need change, and that sort of thing, and so for us, it was not just about, "We need a better way to track stuff," but it was, "We need a better way to see how that workflow works so that people other than just the folks in the trenches doing the work can see how that works and see how the organization works together," so again, for us, it was about unification. It was about seeing that it was everybody's problem, and not just whoever was holding the baton at a certain time.

I think that the biggest benefit is the ability to consolidate apps. For example, my background is actually in maintenance, so we would have three, four, or five different applications that we had to use for just performing routine maintenance on equipment. ServiceNow allows you to consolidate those apps into a single platform, so you can consolidate your skillsets. You've got a few developers that know the ServiceNow platform. Now those few developers can help you build and maintain all those apps rather than having different skillsets across.

Cloud is the way to go, and SaaS is the model that is being adopted. It's cutting edge technology with tons of languages which ServiceNow is coming with, and that's what we use. At least from our perspective, there's a lot of similarity in the ServiceNow platform and our platform. We've tried to integrate with other people but it's been very, very hard because they generally are a very closed system that's very difficult to integrate using their APIs or exposing our APIs. With ServiceNow, it's very easy to do that and with the kind of custom APIs that ServiceNow has, especially in the employee space, I think that's a win-win situation for us to be on ServiceNow to actually target these customers. I think that gives us a tremendous amount of value.

The whole platform has improved our organization, but that is the beauty of ServiceNow. It provides a solid starting point to manage your IT operations, but not just IT operations, but almost anything your organization needs.

Since implementing ServiceNow, we’ve been able to stop our personnel count from growing. When our company had to go through a restructuring and 10% reduction in workforce, we were able to use ServiceNow to pick up the slack and automate some of the functions that were lost.

Agile framework is in place

The ease of implementing the operational processes gives my clients the ability to streamline their day-to-day operations quickly, and allows huge visibility for managers and decision makers.

From the customer perspective, I think the most important aspect is that they know what they're paying for. They pay once a year which makes it easy to plan financially. They know the costs of using ServiceNow, because you don't need extra resources, servers, backups etc. as everything is in the cloud.

From my perspective as a partner, I can do everything with ServiceNow so I don't stress about telling a customer during a meeting that I can do something even if I think I can't. Everything is possible and it's only limited by the imagination of myself and the developers.

I guess it all goes back to making our job easier and letting our customers able to let us know what the problem is and we can resolve it as fast as possible, and keep track of all the problems that are going on on a daily basis.

I can see a very good product strategy. We see enhancements or enhanced features in each of the releases. I see the roadmap is good and the technology underneath is also good.

During the Knowledge16 conference, I found out more about the IT financial management part, which is important to me because we're trying to do more finance on our IT operations so that we can measure performance. We can also share info with our business shareholders and stakeholders as well. I see those features as really useful when we transform our IT organization into a service organization.

It's very, very cost effective. We're able to replace traditional FTE dollars and spend on ServiceNow at a fraction of the cost. I believe when it was initially implemented there was an immediate reduction of one to two people.

It really hasn't improved the way our organization functions. I don't really like ServiceNow.

• Maintains a real-time view of license position. 
• Compies with contract terms to avoid penalties and the impact that an audit can have on day-to-day activity 
• Identifies better ways to license software or eliminate unused software to save money and maintain a choice between buying more licenses or reclaiming licenses to stay within compliance. 

Scheduling reports has decreased manual effort.

Integration is possible with almost all monitoring tools and auto-ticketing functions properly.

Previously we used some other applications, some are homemade, some not, but as they updated the applications, they didn't keep up with how our actual strategy and how our organization worked with. So far we've been with ServiceNow for many years and every time they've had an update, it's been fairly seamless for us.

From us it started with the security perspective, so we're a regulated utility, so we have requirements under various Federal guidelines, so we need to respond quickly to various CERT advisory, government advisories for security events. We needed to be able to determine what applications, what servers, what work stations had these issues that were in the CERT advisory and so we needed to respond to that quickly. That is the real business benefit for us right now for the product.

Before we had ServiceNow, the business processes across different groups were more fragmented. ServiceNow has helped to streamline the processes with other groups and brought them all together. They have a better idea of what's going on. It gives executives a better vision of what's going on in the company.

• Improved the globalization of processes and around the clock service delivery to our customers
• Automated repetitive tasks and shifted left simple tasks to the service desk

At the moment, we have implemented Incident, Problem, Change, Catalog and a bit of Asset Management. As we had a terrible system before ServiceNow, we did not have any kind of KPIs. Now we have all the processes integrated between each other and with some good KPIs.

The number of improvements is big, but we are still doing changes on the platform so we can get even more. At this point, we have already done almost 1000 stories (each story represents a change) with improvements.

It is important to route a ticket or service request to the right person. It needs to adhere to various standards, and ServiceNow is a very good product in this domain.

We haven't been using it long enough for me to say how it has improved our organization.

It allows us to have asset inventory, incident change - the standard stuff we need in a corporate environment. 

We have the flow from beginning to end. We know when a person starts at the company to one day if they leave. If they have issues, we could figure out why they have that issue and then just go to make changes. For anything we need to push out company-wide, we have all the information ready, so that's the reason we have ITSM.

It has given us a single source of record across all departments. Also, it has allowed us to automate many processes along with enforcing processes by making them workflow driven.

I would say one of the best things on ServiceNow platform is the way how you can quickly automate delivery of services or goods to the end-user.

The ability to quickly customize and configure integrations for a centralized source of information has improved automation capability and overall SLA improvement.

One stop shop: All requests for support, new items, changes and anything else can be done in the portal, flexibility of service. Requests can be done directly from the portal.

As far as the hospital industry, we have not really rolled it out or it's not as big a feature to our external customers right now (the clinicians in the hospital). What we're looking to do though is to provide our outside customers the ability to do more things through the service catalog and have one central location for doing things. We have different systems that do different things, so we can bring them and ServiceNow's platform will allow us to bring all of those items into one spot, so it's a one stop shop. That's what we're looking to do, that's what is best for the hospital.

It enables communication. The benefit is that we can keep track of all the changes and the incidences.

We have done multiple implementations across various industry structures, industry verticals like manufacturing, automobiles, healthcare, aerospace, and federal government implementations. All these implementations are different in its each unique way based on how many users use it, the locations of those users and all that. What I'm trying to say is even if there are multiple customizations, the number of users are different, we've never seen any stability issues compared to other industry leading tools. It's pretty stable.

It's provided a platform to provide Process as a Service.

It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents.

Because we first redesigned our internal and external processes we were able to effectively roll out and implement ServiceNow, sequentially per workflow, and put the lessons learned in earlier implementations to work for us. Overall is has improved service management on CSM.

We could have chosen many different platforms but for lack of a better word, it was the easiest to be able to move to, taking all of our existing processes and data from different sources. It was born in the cloud so we didn't have to worry about all of the nuances of being able to ensure that it would work as a cloud application. That was a big piece and it already had a service, although rudimentary, a service portal available with it. I think in the previous versions it's referred to as an ESS portal. With Fuji on forward I think they refer to it as a service portal.

With this tool we have been able to see what some of the most common issues are and then automate them. This helps out the help desk by reducing the number of calls they are getting. We are also using Discovery with our CMDB to help us manage our assets. We also utilize our CMDB for our Incident and Change process with the relationships that we have configured between them.

We are building an application, as I mentioned. We are trying to build an Agile management application where we can track Agile projects, along with some traditional processes. We were able to build that tool in a controlled and better way in ServiceNow, when compared to Remedy. We can provide this application to our company for different projects.

For that, they will have to buy the ServiceNow instance. That is our aim. Once they start buying the ServiceNow instance, ultimately, we'll be getting our own support ID, so that we'll be able to work with ServiceNow very closely and become full-fledged, ourselves, on ServiceNow.

ServiceNow is the central hub for our data services. It takes in orders from our front-end CRM system and drives end-to-end fulfillment workflows. That starts with entitlements, which is checking whether a customer has all the necessary contracts in place. For example, if we’re providing access to third-party content, does the customer have appropriate contracts with the content vendor?

Then, we use ServiceNow to orchestrate the actual technical fulfillment process. This includes ordering circuits to connect to the customer’s premises and configuring our own backend systems, which ties into our core IT processes on ServiceNow. Once the service is up and running, ServiceNow provides reporting and notifications to support billing and financial forecasting.

By automating processes it has increased efficiency and productivity. As it was easy to understand customers easily adopted it.

ServiceNow is easier than existing systems, for example, HP Service Center. It's easier to use and every user wants to have it as simple as possible. If it's simple, you can work faster with it.

Last year, there were three steps for installing or uninstalling software when a user asked us to do so. We had to connect to a user's computer and manually install or uninstall the software. By using ServiceNow, when a user opens a ticket or incident, we can automatically run the workflows through the system. The assistant can automatically go to the user's computer and install or uninstall the software.

For us, we can have all the information organized, all PIR processes. We can have, as I said before, all of our equipment, assets, and employee control all in one small place.

Easy to implement and consolidate different platforms and users with useful functionalities.

We're now able to use emails in the Request Fulfillment process, instead of assigning roles to an account.

The main improvement is the integration of several business processes.

• Optimisation of service delivery across the supply chain.
• Better reliability and quality of service.
• Improved customer satisfaction and relationships.
• Our IT homepage improved how we order products internally, making it smooth.