ServiceNow Primary Use Case

Senior Consultant at Rountree Technology Consulting, LLC

Everything that I've done over the last six years with ServiceNow has been for hospital systems. It was used at different levels for different clients. Many times, it was being used by the whole organization, but my involvement has always been for the department projects. There was significant effort into reporting and dashboards and some automation for approvals. I am currently using its latest version.

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NP
Market Data/Application Support - Assistant Vice President at a financial services firm with 1,001-5,000 employees

We primarily use the solution just for our ticketing purposes to keep track of our incidents, projects, and tasks.

We use it for internal projects, circuit routers, upgrades, keeping track of vendor contracts, et cetera. Basically, it's just a repository of everything that we do and to support our internal clients that deal with maintaining bookkeeping as well as providing the tickets, keeping track of projects, and stuff like that.

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CG
PM at a transportation company with 10,001+ employees

We primarily use the solution for tickets and we use it for order processing.

We use the product for incident management, asset management, and service management. Those are the three big use cases. It's mostly asset management.

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Senior Business Systems Analyst - Enterprise Methodology and Process Program Manager at Judicial Council of California

Primarily, we use it for our service desk and IT help desk ticketing. We also have the PPM module. ServiceNow is our main PPM platform at the moment. We use the Idea Portal for project requests, and we are also in the process of installing the financial module. We're using the latest version of ServiceNow.

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SM
Senior Management Consultant at a consultancy with 11-50 employees

IT Service Management

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Software Development Manager & UX / UI enthusiast at Accelya World SLU

Our primary use case of this product is for incident and change management. We are customers of ServiceNow and I work as a senior software development engineer. 

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Global Service Management Lead, Powered Enterprise at a financial services firm with 10,001+ employees

I have two primary uses of ServiceNow:

1. As our ITSM Platform for providing Application Managed Services (AMS) to Enterprise clients who have solutions on Oracle, Workday, Coupa, and ServiceNow.  NOTE: Other groups within my firm also use ServiceNow to provide IT Service Management to clients on Microsoft, SalesForce, and other major vendors.  We have multiple production instances for delivering Service Desk support to various client install bases, including this one for my above mentioned AMS business.

2. As the ITSM platform for our internal, global support framework. This is a separate instance of the one I use for my UK clients and is 'owned' by our US member firm. Said US firm uses this instance to support not only our internal global Management Consulting business but also to provide AMS to US-based external clients.

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SM
National Enterprise Architecture Lead at a financial services firm with 5,001-10,000 employees

The solution is used primarily to report incidents and then to follow up. It's mainly used for ticketing and incident resolution and tasks of that nature. I look at incidents and see the resolutions and report on that.

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PP
Practice Manager, Automation & Orchestration at a tech services company with 5,001-10,000 employees

We run thousands of automations.

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DM
Director at a tech vendor with 1,001-5,000 employees

We mostly use ServiceNow for incident management. There is a team which interacts with the customers and logs customer issues as incidents. Then those incidents are taken care of by my team. I work on the escalation side of that team.

That is one aspect of ServiceNow. The second thing we use it for are any economic, long-term or repetitive problems. We log problem tickets which are resolved in ServiceNow.

The third use is for changes in the system. All the changes to the system are logged in ServiceNow with their associated tasks. Those are the three major use cases for ServiceNow.

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NC
Advisor at a energy/utilities company with 201-500 employees

This solution is used for ticketing, reporting, and changes as well as for operations and incident handling. We always use one version prior to the latest one within the environment.

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Chief Revenue Officer at a tech services company with 51-200 employees

Our primary use case is comprehensive reporting for our business and our regulators.

We began by extending ServiceNow capabilities within IT, which gave us a clear understanding of what we could do with it, and then expanded from there. We had many business processes that ran on legacy systems and spreadsheets. That created unacceptable risk and cost. That means we can focus on core functionality rather than having to build all of the application scaffolding and platform capabilities by ourselves

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GK
Project Manager at a consultancy with 201-500 employees

We use this solution for handling help desk tickets and tasks.

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Senior Consultant at Sequal IT

Our primary use cases are for service management, incident, change, problem, asset, and lifecycle. The system was build and integrated to SAP as a backend ERP?CRM system. This made integrations and choices in functionality complicated. However, by replacing Symphony as a rather internal orientated system, ServiceNow gave us the benefit of tight customer integrations by means of the web-based portal, which is a user-friendly interface to use and actually helps speeding up incident handling by improved communication and information sharing.

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LS
Infrastructure Team Lead at a energy/utilities company with 5,001-10,000 employees

We use this solution for many things, such as ITFM, incident problem change, configuration, and vulnerability response.

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PA
Senior System Engineer at a healthcare company with 1,001-5,000 employees

ServiceNow is helpdesk software that I have some experience with. This is not a solution that I deploy. Rather, I interact with it using hooks between it and NetBrain.

It is used for the creation and tracking of tickets and incidents, tasks, projects, and self-ordering. Our parent company uses ServiceNow for ordering and it has been utilized with a lot of different workflows. This is something that we never did but now that we've merged together, and we've merged our instances of ServiceNow, it means more of those self-service tech catalogs now in place and utilized.

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AP
Chief ITSM area at MAINSOFT

We primarily use the solution for ITSM record catalog incident problems and Service Level Management.

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RM
Head of Digital Services & Technologies at a manufacturing company with 10,001+ employees

We use the solution as it's a requirement for our standards of use in the future. I primarily use the product to look for tickets. I also check for future projects and so on.

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IT Project Manager at a manufacturing company with 10,001+ employees

We use this solution for incident management, change request management, and service request catalog. These are our three primary use cases.

Within our organization, there are roughly 15,000 to 20,000 employees using this solution. We have two staff members that handle all maintenance-related issues. 

As our mission over the next couple of years is acquisition, we definitely plan to increase our usage of this solution. 

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BS
Product Owner and People Lead at a wholesaler/distributor with 10,001+ employees

We primarily use the solution for IT service management and then we're using it for custom applications. That includes digitizing workflows and helping our company with that.

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LG
IT Service Delivery Manager at a computer software company with 10,001+ employees

We use ServiceNow for all service delivering processes within service management. For service and incident problems, change and configuration management, relief management, and event management.

Within our organization, there are roughly 30,000 users, using ServiceNow.

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RJ
Senior Loan Analyst at a financial services firm with 5,001-10,000 employees

We use it for a combination of things. I would say that the two big use cases that I'm aware of are for logging general acute IT issues. Then they also use it for actual security-specific issues. These are the two main use cases that I'm aware of. 

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GT
IT Service Manager at a financial services firm with 1,001-5,000 employees

I use ServiceNow for incident management, problem management, change management, and request management.

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MF
Director of Cloud Services at a tech services company with 11-50 employees

We use it for our service desk as well as for some asset management.

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TB
IT Leader at a manufacturing company with 10,001+ employees

Our use case is around the core idle processes in general. We use it as a service management capability for managing intercom and so forth.

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SP
Delivery Lead, Enterprise at a wholesaler/distributor with 10,001+ employees

We use the solution for workflow automation and business processing.

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Director of TechOps at a computer software company with 201-500 employees

I use the solution primarily for IT Financial Management and IT Business Management.

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Senior Principal at Devoteam Management Consulting

I don't actually use this solution directly. We're a partner so we typically find a customer and do the necessary RSC, etc. I am responsible for managing a team of 19 professionals that use this solution and others. I've used ServiceNow in the past, but I am not currently using it.

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TM
Principal Consultant at a consultancy with 11-50 employees

We use it for ITSM and custom applications for the physical workforce.

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Information Technology Architect, Cloud and Security at a tech services company with 51-200 employees

Right now, the primary use case for this solution within my organization is billing. The proposal is to expand our use of the platform to validate privileged requests. 

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MJ
Sr. Systems Manager at a manufacturing company with 10,001+ employees

We mainly use it for requests and tracking incidents. We are onboarding our HR team, and they are going to start using the HR module in it as well. We also use it for asset management and configuration management. 

We are using the Paris release.

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RG
Founder and business lead at a tech services company with 11-50 employees

ServiceNow can be used for many different use cases such as:

  • IT service management
  • Managing Assets
  • Development and operations
  • Job processes 
  • Project portfolio management
  • Managing of infrastructures

There are many more modules and HR that I have not yet explored that are available.

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DW
VP, Service Management at a tech services company with 51-200 employees

We are using ServiceNow for help desk operations.

In our operation center, we are using ServiceNow for request management, incident management, inventory CMDB, and client information.

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SG
Consultant at a consultancy with 11-50 employees

We use it for incident management.

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BS
Head of ITSM and Service Availability at a financial services firm with 10,001+ employees

We use ServiceNow for our internal IT and end-users. When I first started with it, I was simply a user. I've now started to manage the functionality, as well.

Very soon, we will be upgrading to the Paris version.

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AS
CEO at a tech services company with 11-50 employees

We use this solution for Service Management, iCast Management, and Software Management.

There are several use cases, you can use them in Education and in Health. We are using the latest version, which is called Paris.

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Consultant at Sequal IT

We use this solution for Service Management in banking branches.

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Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: May 2021.
510,882 professionals have used our research since 2012.