If you were talking to someone whose organization is considering ServiceNow, what would you say?
How would you rate it and why? Any other tips or advice?
My overall impression is that this solution is slightly above-average. My advice is to make sure that this product meets your needs before you buy it. I would rate this solution a six out of ten.
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.
You can get the most out of ServiceNow if you align your processes more towards the out-of-the-box solution, and not over-customize it to create a solution. We have 3,000 users hosted on it but not everyone has write-access to the system. There are users who are end users who get Portal access to manage their tasks. Apart from that, there are a few fulfillers who are using the write-access: the support staff, such as the change manager or change coordinator. And then we have admins. In terms of extent of use, currently, we have more than one instance of ServiceNow. We have three different instances for three different areas, and they have their own sets of uses. Maintenance is mostly outsourced to a vendor who provides elemental and entry support. We are keeping more of the architectural and solution-designing work in-house. I would rate ServiceNow at eight out of ten. It could be a ten if we had a more central way of connecting ServiceNow with different systems. They have taken initiative with the IntegrationHub and I'm really looking forward to that. Also, virtual assistance is something that has started, but we have so many requirements regarding intelligent agents being integrated with it. I'm looking forward to that. If ServiceNow rolled those solutions into it, it would enhance our end-user experience and I could probably rate it a ten.
ServiceNow is a very good tool. The one challenge is that it involves scripting. Many things can be done through configuration and that is a very good part of ServiceNow. If you have some basic scripting knowledge, you can build your own application which can be used at any company or organization. Considering the issues which I mentioned earlier related to the UI and the reference fields, out of ten I would rate ServiceNow an eight. To make it a ten they would have to come up with a better way of implementing UI.
My advice would be to engage with an implementation partner that has good experience and definitely not to underestimate the organizational-change activities, like training and communication, that are required. ServiceNow shouldn't be treated as purely a technology solution. People, processes, communication, and training need to be factored in when implementing. We've implemented ServiceNow in government organizations with up to 9,000 people, in a couple of scenarios, using it for either IT service management or HR service management, predominantly. The roles of the users varied within the government. In terms of how extensively ServiceNow is used, every client we work with has a roadmap of additional functionality that they would like to use in ServiceNow. To generalize, there are different extents of use but each definitely has a roadmap of continuous improvement and use of more features or modules of the product. I would rate ServiceNow a nine out of ten. Some of the points that I touched on above would make it a perfect ten: more visible and consistent licensing around the cost of licensing; better ability to innovate on the platform without incurring licensing that isn't representative of the innovation that's being created.
The configuration is very simple. I would definitely recommend it from a maintenance perspective and from a scalability perspective. It is a really good tool. You can replace your existing Remedy or HPSM with ServiceNow. Regarding how extensively the solution is being used, it's no longer just an ITSM product. It's a platform, as such. Customers have started moving all their custom applications - in addition to ITSM, their non-ITSM - to the product. They've started building everything on ServiceNow. Slowly, customers are liking the tool and they are very happy to move everything onto ServiceNow. I rate ServiceNow at eight out of ten. For the two missing points, as I mentioned, there are some new modules which need a lot of improvement. The HR Service Management is not very straightforward right now, in terms of the security rules. We have to spend a lot of time implementing the HR module. It is not really simple the way it is with the ITSM modules.
I would recommend looking into all aspects of ticketing tools and I would advise people to use BMC Remedy because of the scalability and the features available. If you are not very technical then I would recommend ServiceNow. Most of the users of ServiceNow in our company are Level 1 and Level 2 engineers, and some of them are problem managers. We have more than 200 people using the tool. I would rate ServiceNow at eight out of ten. The two points off are for some features which are not there in Change Management and in the ITSM software. The rating is as high as it is because of its simplicity and ease of use.
If you plan on using Discovery, double whatever hours/manpower/money you had planned that it would cost. Do not let sales convince you that any part of the system "just works." You will ultimately end up modifying absolutely everything. Definitely look at using a reputable partner for implementation, unless you have a dedicated knowledgeable staff of ServiceNow users who have done it before (and not who just went through training). We have 60 users for ITIL. We have provided limited access to our development and external management users. For maintenance, we have two full-time employees. One is a dedicated ServiceNow developer tasked with customization and managing version upgrades. The other maintains the CMDB and Discovery process. I could see adding one more of each. Deployment was an entire team effort, with different teams championing different modules of the application. At any given time, there were ten to 15 internal employees working on implementation with the assistance of five partner resources. ServiceNow manages and maintains our ITOM/ITIL daily operations. It is a core piece of our environment that will only continue to grow. We have thought about removing the ITOM piece as we have not been able to implement or leverage it as we had initially planned, but we are still working on understanding what other tools we would need to replace the features and functionality. The primary limit we have on increasing usage across our company is the cost to license ITIL users.
Back in 2011, BMC Remedy was at a peak and people were focusing on it. But starting in 2014 and 2015, ServiceNow came on and its competitors were watching. It went from about ten to 20 percent of the market to almost 40 percent of the market. I would rate ServiceNow at nine out of ten. It is all about improvement, about getting things from your legacy system to the latest one.
ServiceNow is great. It's flexible and it is very simple for process flow or idea flow.
Make sure to look into all the configuration costs and the customization. Be aware that it's web-based. You're probably going to have to put holes in your firewalls and need to do a complete security review. As an end user, I would rate it a seven out of ten. I don't think it's very secure, and it's web-based, and Remedy is really the standard that it's judged against.
It is very good having this tool. Getting it going went much faster than I expected. We did the setup and had it in production in six months. The biggest problem for me was our internal process and not Service Now. For example, convincing people to go to a cloud solution, and getting engagement with the solution from information security, were challenges. If you don't have engagement from information security, the project is going to take longer than you expect. The big change for the company, with this solution, is that you're not going to host your data internally, on-prem. You are going to put all your data in a cloud solution. When we spoke about the solution here, within our company, some people said, "Wow! Are you crazy? You are going to put customer information in a cloud that you don't know?" So there are a lot of questions. ServiceNow has all the answers, but if you don't have engagement from information security, it will take you longer. We have a lot of things we can improve internally, regarding information security, but because we are just starting out, we need our process to mature. I believe ServiceNow can help that a lot. All the features can support us in the future if we expand the tool. We have new models to improve on the automation of our processes in our data center. My only concern is that when we started to talk with ServiceNow, we received very good attention from them but, after we signed the contract, I didn't know who, in ServiceNow, was taking care of my account. The person sent me an email but he had never been here to ask, "What do you need? How is it going? How is your project?" We didn't get any attention from ServiceNow. We had very good negotiations in the beginning, they were very attentive. But after we signed the contract, they changed my account manager and, today, I really don't know who that guy is. I would very much like to have him here to discuss the roadmap of the solution or to see what else I can buy. I would like to negotiate some issues that we have, like password resets. I would talk with ServiceNow but, if they are not going to be close to me, I'm not going to spend time running after them to talk with them. I talk with the suppliers and they are helping me, instead of ServiceNow. I rate ServiceNow at eight out of ten. Why eight and not ten? The relationship with ServiceNow is important for me. I would like to have more engagement from them, to have them here, at my company, so we can talk more strategically. But compared to the other vendors, it gets an eight because it's a cloud solution and I don't have any issues with technical parts or its performance. The tool is very reliable.
Learn anything you need to know direclty from ServiceNow. It's a good product. I can't really knock it. Go ahead and give it a try. As long as it fits your environment, I think it's a fine product. I would rate ServiceNow at seven out of ten. I would like to see a little more automation. It may just be the type of license we have which doesn't give us full automation, but that would be one of the things that I would like in ServiceNow. That would make things easier for both the techs and the end users. In addition, I would like to see a better workflow setup within ServiceNow.
It is a very robust tool. We use it for all back office teams in the firm, resulting in a common interface and intake process across HR, IT, Marketing, and Finance.
First, decide what your processes need to be. Determine what your environment needs, what's important, what your priorities are, what your process methodology is, and find a platform to fit that. If you are trying to find a platform and you don't go through that exercise first, you're just tying yourself up in knots. If you choose the platform first, then you are going to match your processes to the platform. If you haven't been through a process, an internal system environmental analysis, to see how things work and what you need, you'll never be happy and you'll wind up changing platforms every couple of years or every time your CIO changes. When selecting a vendor the most important criteria for us are that they * are cloud-based * have ongoing development * provide API capability so we can integrate whatever we need. There has to be the ability to write APIs as you need them, so you can hook in whatever you need to connect to it. I would rate ServiceNow at eight out of 10. They're good but they can get better. From what we've seen, they are making improvements, they listen to feedback. They're not sitting still, they continuing to evolve, continuing to develop, add features, add capacity.
The most important thing to have in place is the face of the configuration data. Most important criteria when selecting a vendor: * Scalability * The development model: How are updates made and promoted to production. * Ability to embed user help information directly to the interface.
I would recommend it as a product. Most important criteria when selecting a solution: * Stability * Reputation in the market * Is the product well-known? * How long has the product been offered?
Integrations: ServiceNow is an open platform that come with out of the box integrations API, but if you really want a deep business process integrations of ServiceNow with JIRA, Salesforce, Microfocus, BMC and others, we recommend https://www.zigiwave.com read more in the blog post here: https://zigiwave.com/how-to-integrate-jira-servicenow-in-less-than-2-minutes/