ServiceNow Initial Setup

SeanHook
System Architect at a pharma/biotech company with 1,001-5,000 employees
The initial setup was incredibly complex. I would pity any customer who decided to self-implement ServiceNow, unless they have experienced, dedicated staff for the length of the implementation. I was largely dedicated to the implementation of the CMDB, Event, Incident, and Discovery pieces of our implementation, with the help of an outside consulting firm, and it still took up a massive amount of my time to implement. Many parts of the ServiceNow solution do work out-of-the-box. Being flexible also means being complex. Rarely can you just apply a change to all areas or systems. Screens (or forms) are unique to just about every part of the system, so if you want a uniform look and feel you will need to touch a lot of places. Even if you do not think you will need an on-staff ServiceNow developer, you will want one. Many of the changes to the system are too involved for a standard admin to make (confidently) and there will be no shortage of ongoing work to keep this person (or persons) employed full-time. We deployed in stages, bringing certain modules online as we were satisfied with the functionality. We are truly still implementing. The core of the system necessary for day-to-day operations was deployed in about one year. But changes and features are still being implemented. We continue to add and subtract from the system as we use it and as ServiceNow offers new or enhanced functionality. We also continue to develop integrations with other business systems. In terms of our implementation strategy, we took on the system in phases. CMDB was first. This was perceived as necessary for all other functions for our organization since we are using it for ITIL/ITOM. The CMDB was manually populated and maintained at first, while Discovery was implemented. Project came next, along with Time Tracking. After that was Incident, Problem, and Change. We kept to an Agile deployment methodology focusing on the small pieces needed to keep moving the larger whole along. Customization was kept to a minimum (where possible). We did use a third-party service provider but it did not go well. I still could not imagine attempting to do it without them, but two years later, we are still replacing much of the work they did. There is a cautionary tale here of not going with the lowest bid. The biggest failure on the part of our partner was with Discovery. They did not have the depth of knowledge necessary to get this delivered on time or, in fact, working in general. The level of effort needed to implement Discovery, in the end, dwarfed the rest of the platform. The partner absorbed the cost since they failed to understand exactly what it would take to deliver. View full review »
it_user561243
IT Coordinator at a financial services firm with 1,001-5,000 employees
The initial setup wasn't so easy, but it wasn't a ServiceNow issue, it was an internal issue. Because it was new for the organization, setting up a cloud solution, we needed to open some ports in the firewall. One detail we didn't explore so much during the negotiations with ServiceNow was related to Edge Encryption. That is a feature that encrypts all the information that is saved in ServiceNow. It was requested by information security here in our company. We bought it, but the setup for that tool was new here, in Brazil, from what I understood from the vendor. It's a little complicated to have all of the information and all the details set up for it. It took a little bit longer than we expected, but it was a management situation. There was no impact to the business. View full review »
Consultant2008
Consultant at a consultancy with 10,001+ employees
The setup, on a technical basis, was not that difficult. But if I want to involve different businesses into using change management, it becomes a challenge to understand the process and implement it on a platform which is standard for everyone. So it's not really the technical aspect, it's more the procedural aspect. It took us about eight months to roll out ITSM. But after that, we have had other instances where we use a custom solution, out-of-scope applications for our customer service area, and we were able to implement it within three months. View full review »
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Uzzawal Agrawal
Associate Director at a consultancy with 10,001+ employees
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. View full review »
Mir Razvi
Sr. ServiceNow Developer at a tech services company with 10,001+ employees
As a developer and partner, most of the time the setup is customized. Right now, I'm working on a module called "Ask your HR." There are different sets of modules available and inside each module there are different sets of reports and functionalities, such as drag-and-drop, etc. It's full of customization. Whatever you're building, it has to be done from scratch. It's not like the functionality is available out-of-the-box. We do follow certain documentation and steps. Whenever we do a migration or implementation, we check for the available system capacity. We have a team that allows us to do testing on it and see what kinds of things can be done, or how we can migrate directly to ServiceNow. We usually don't go with a full-fledged migration, we do it in phases, Wave 1, Wave 2, and Wave 3. Each wave has certain things in it. We will plan it accordingly and, once the wave is successful, we'll do regression testing of certain scenarios and check whether it is up to the mark or not. View full review »
Vadim Tomkevich
Project Manager, Manager of ITSM Consulting Team at a tech vendor with 10,001+ employees
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. View full review »
it_user558933
Technology Strategy & Architecture at a consultancy with 1,001-5,000 employees
Overall, the setup is fairly simple. You have to have a point of reference to compare it to. If I think about other cloud-based tools that I've worked with, by comparison, I would say it is most definitely simple. Myself, being a consultant and implementing ServiceNow multiple times over in different organizations, an average implementation, which would result in a minimum viable product - standing up ServiceNow to achieve some form of business value - would be 12 weeks. I typically see a 12-week implementation of ServiceNow achieved with approximately six individuals for the deployment. Ongoing maintenance of ServiceNow will typically involve the equivalent of four FTEs. View full review »
Dele Fakinlede
IT Systems Analyst Lead with 10,001+ employees
The setup was straightforward, easily understandable with the training we did. There might have been some kinks but everything was worked out in due time. It was fine. View full review »
Idan Harel
Managing Director at a tech services company with 51-200 employees
It was very straightforward and to the point, since it's very intuitive and easy to deploy. View full review »
Konstantinos Kourtidis
Systems Analyst at a energy/utilities company with 11-50 employees
The initial setup was straightforward, but we did some core customizations. Therefore, we did need more time to finish setting it up. View full review »
Sai Geetha Dasariraju
ServiceNow Developer with 501-1,000 employees
The process of loading everything into ServiceNow is very straightforward. It is not complex. View full review »
AssistVP33
Assistant Vice President at a financial services firm with 10,001+ employees
I was not involved in the initial setup. View full review »
Gordon E Braun-Woodbury
Marketing Operations practice leader at a legal firm with 1-10 employees
The setup was time-consuming and required a lot of internal resources. View full review »
Troy McL
National IT Asset Management Lead at a consultancy with 10,001+ employees
The workflow capability for easy setup is powerful. Combine this with automation and you have a great tool which is built on ITSM principles. View full review »
Business94ba
Business Lead at a manufacturing company with 10,001+ employees
I thought that the initial setup was complex. I didn't like the design that was given to us and we had very little say on how we could customize it. View full review »
Find out what your peers are saying about ServiceNow, BMC, Micro Focus and others in IT Service Management (ITSM). Updated: October 2019.
378,124 professionals have used our research since 2012.
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