A vendor helped us with the implementation. That made things pretty easy. 

The deployment, initially scheduled for six months, ended up taking approximately a year. Around three developers were in charge of it, who also handled maintenance tasks. Despite facing delays, we continued working with the same partner due to our familiarity with the environment.

My company has a dependency on ServiceNow partners who can be part of the implementation process.

We hired a company to do the initial deployment.

The solution’s deployment time depends on my customer, but it typically takes around two to three months. A team of four to five people, including architects, developers, project managers, and SMEs, was involved in the solution's deployment process.

We always use an integrator. Around five engineers from the integrator. 

Two or three engineers manage it.

We worked with a third-party company to get things set up, and they were experts in those areas. They were fantastic.

It was a company recommended by ServiceNow. ServiceNow has got a top-six list, and this was number two on their list. In terms of knowledge and the ability to solve problems, they were very good. Because there are no organized best practices and things like that from ServiceNow to help customers in avoiding mistakes, I've not seen an implementor that does it properly. I am constantly trying to help, but, of course, you also typically have that executive that just wants to get it slammed in. This is because they think that with the tools in place, things will suddenly get better. However, good technology rarely results in good results. You've got to have adoption in order to have good results.

While I'm certainly complaining about some deficiencies, I have been very pleased with this implementor's ability to come in, implement, explain, tweak, and get things right. I have been very pleased with what they do. Deficiencies are more typical of all of the implementers, including ServiceNow.

In terms of maintenance, I have not worked too closely with the PMO staff that does that, but as I understand it, they've got four people. Two are directly involved, and two are more along the lines of training and support. There are really four roles for them. There is one role of subject matter experts who are constantly looking at what functionality is in use and for which functionality they want to start adopting. They look at what can we do with the Project Management tool. They also create a lot of dashboards and reports. The end-user functionality is very powerful, but when you want a dashboard that starts grabbing things from multiple places, it is not easy. They spend a fair amount of time doing that kind of work. They also provide support and spend a fair amount of time troubleshooting the data, which isn't because the product isn't working correctly. It is because the users aren't correctly using it. They also simply look at the data for management. They kind of audit the data to see that what we know and what we're hearing in the status update meetings matches what's in the tool. When it doesn't match, they audit the content and figure out whether there is a problem. All four of them probably spend at least 30% or 40% of their time doing that audit process, sitting in meetings, hearing what's going on, looking at the status reports, matching those up with what's in the tool, and making sure that it matches.

While I'm not deeply involved in the deployment process, with careful planning and architecture, the complexity can be minimized.
Maintaining the system isn't straightforward. It requires essential knowledge and a support team well-versed in the product. The size of the support system, with a minimum of ten staff members, is recommended to adequately support the service.

The solution's on-premises deployment depends on the customer's requirement. It depends on how exactly the customers want to set it up in terms of users, what modules they want to integrate, and what integrations they want to have. An out-of-the-box deployment will take a week's time. The solution's SaaS model is already pre-bundled. You just need to switch it on and start working on it. You can start working on the solution's SaaS model in a day.

We take assistance from our integration partner for implementation.

We have a team in-house that can handle implementation for clients.

We're implementors. We implement the solution for our clients.

All has been in-house. We have full capabilities, as we do service implementations of ServiceNow for our clients and have invested in having internal development and support skills/capabilities.

We implemented the solution through an in-house team.

The deployment process was executed quickly and easily, including setup and repair testing. It was done in a few hours by our technical team. We implemented our real-time data analytics application into the system, ran a test and after it created alerts, we passed on the alert reports to the designated team for evaluation.

We worked with ServiceNow directly now, but during the implementation, we found a third party to do it for us. We were involved, but we also relied heavily on that third party consultant because Altiris had been the only thing we knew for so long that this was a complete change. It was our huge step forward.

CoreSphere, LLC - CSAT scores are published on the ServiceNow partner page. Other are reviews completed in the US Federal government's Contractor Performance Assessment Reporting System (CPARs).

We have a young lady who's very adept and she's moving forward with that. Making great things happen.

We have a team that handles updates, patches, and fixes.

We got the ServiceNow vendor team to help us with the initial setup.

We recruited some outside help to assist us in the implementation. We found that having experts on hand was extremely beneficial.

I'd recommend outside help. There are definitely some nuances within the deployment that having some experts within Service Now is very helpful - especially when you're first time to have some outside thinking. 

through vendor team

During the implementation, we did get help from outside sources. This assisted in the setup process. It helps if a company gets training before as well.

We're working with Fruition Partners to implement it.

Initially, the deployment was done by a solution partner and, to be honest, they came up with some functions that activated a lot of things which were not needed. But at that moment, it was very necessary for us to quickly jump into the ITSM module and make it available for everyone.

Later on, we realized that there were many things implemented which were not needed. Many approaches were customized but were not required. For example, Incidents is the table where we are currently doing requests, and that was introduced by the solution partner. But when we involved request-management with Incidents, we somehow missed out on a lot of process automation. There is a powerful workflow with this solution and you can do a lot of process automation, depending on different services. 

Expert vendor facilitator.

Although I am not directly involved in the team staffing purposes relating to the installation, I would estimate that it would not involve more than five or six specialists. 

I was not here when implementation was done, so I can't provide information about the challenges that had to be overcome when the solution was implemented, but I do know that it was implemented by a third party called Accudata. We did not implement it in-house. It was a managed service initially.

As one of the third parties, we implemented and run ServiceNow in an on-premises setup. For maintenance, it's difficult to say how many people are required. It's typically a handful for deployment and upgrades and so on - basically the IT operations staff. Of course, as a data center and everything behind it, on-prem is always a bit special.

My experience with the integrator has been positive.

First time we implemented it through Vendor and we took a training from the OEM and now we have a team to deploy the solution

The deployment was divided into phases. The duration of one was a month and a half, and the other one was about six months. The entire deployment process took around two years by a team of approximately ten to fifteen people, including the implementers and the users.

It was through ServiceNow, but they were busy at the time, so we had a ServiceNow project manager. To help, ServiceNow also brought in a third party and the third party was stronger than our ServiceNow program manager or project manager was, and wasn't nearly as strong as the business partner was.

We've brought in a third party.

We used an in-house team.

I work for a vendor, and typically the level of experience of in-house administrators/developers is rather low. We tend to incorporate them into what we are doing so as to raise their experience level, which allows them to support any solutions we implement.

Costs for consultants/developers, as I’m sure some of you know, can be pretty high. It’s not because ServiceNow is hard to configure, it’s because it’s so big that developers with an intimate knowledge of how the system functions and knowledge of the nuances are in short supply.

We had ServiceNow’s in-house team for “Quick-Start Implementation”, but it was very basic, and the custom things we asked him to do from scratch were not engineered very thoroughly or using best coding practices.

So, I would make sure to have a formally-trained team, and the easiest way to find those are by going to a vendor like Fruition or Cloud Sherpas (now Accenture).

We're an implementor. We handle the setup for clients. 

The deployment of ServiceNow was completed in-house.

I believe that they had an integrator to help them set up. That was in 2018. before I joined the company.

We're using Deloitte as our implementation partner. They are doing a fantastic job, but they're just one particular resource, one or two that can help us, but in our region, we don't have many choices on partners that are proficient in ServiceNow as well as in IT operations.

We are trying to do it in a phased approach, we want to have the initial system for us, and then we'll use it and improve-enhance it later on. I don't see that we'll have major issues, because our goal is not to have it all in one step, but rather we are evolving our solution.

In-house one

We've used ServiceNow professional services and I've really enjoyed working with them and some of the other high-level partners, but to be honest with you, my current company isn't big on contractors. It's kind of an act of parliament to get them to bring somebody in from outside.

We actually had ServiceNow as our consultants. The way that the consultants at ServiceNow approached our implementation of change in request, we actually had to redo it a couple of times because there are so many different ways you can approach change in request items, in the catalogues themselves, that we ended up having to do two or three different redesigns to get to what we wanted. I guess I was kind of expecting when we implemented with ServiceNow that they would know the platform inside and out and they would have a "this is the way that you should do it", and that was actually kind of a shortcoming that I had in the implementation. That was kind of a shortcoming for us. Love the product, but it was just that the development phase was a rocky three months that we had.

Both. Have a dedicated resource(s) from in house that works with the vendor in developing and setting ServiceNow Modules/Applications. It's very important to use an experienced vendor team that has dealt with complexities in implementing a ServiceNow environment. You should also have clear functional requirements/functional specifications from the beginning before any ServiceNow development is done.

At my current company, we did it with ServiceNow and in-house (me). But I worked at a ServiceNow Partner before, and I would strongly recommend a vendor implementation unless you already have some experts in-house.

I have worked for a company who used a vendor and did it themselves and now I do it for customers. My biggest piece of advice is don’t just try to make ServiceNow do what your old tool did. Take advantage of the power behind this tool!

I am part of vendor team or advising clients in solution architecture area.

We utilized a ServiceNow partner, and we they were fantastic overall.

We used a mixed team of in-house and vendor.

Vendors tend to do what the customer wants, which is the wrong approach. Always start out understanding the native function of the tool, then you adapt your process to fit the tool, not the way around.

We deployed in-house.

They started out with a partner, but they were not happy with the service. So they let them go and implemented it on their own.

We implement the solution for our customers.

We implemented the solution in-house.

We did not use an integrator, reseller, or a consultant for the deployment. We were able to handle the process ourselves.

Our deployment was vendor assisted. It was expensive but good.

We used an integrator. They were not so good. They were more like a box mover. They were more interested in selling ServiceNow than providing a professional service.

We have five developers that do the implementation of the solution. 

I didn't participate in the implementation as it was done by a vendor.

Our in-house team was responsible for deployment and maintenance.