If you were talking to someone whose organization is considering ServiceNow Now Platform, what would you say?
How would you rate it and why? Any other tips or advice?
I would rate it an eight out of ten. My advice would be that it's quite good but make sure to first look at the process. That is the most important part of the implementation. Look up ServiceNow and look at the process. I would recommend this solution. It is an easy to use platform.
The suitability of this solution depends on the size of the company and the scope. For large companies, this is a product that I recommend. I would rate this solution an eight out of ten.
My only advice is that people should be aware that this is an enterprise system and geared towards enterprise size companies. If you're a small company it's not for you. You won't be able to maintain and manage and develop the platform if you're a smaller company. I would rate this product an eight out of 10.
It's a very reliable, strong product. I would rate this solution a nine out of ten.
The foremost thing I would like to recommend to people considering ServiceNow is not to try to reconfigure or customize the out-of-the-box process too much. Stick to the out-of-the-box processes that are provided as much as possible and use minimal customizations. We used to say to our customers to use maximum configuration but minimum customization. On a scale from one to ten where one is the worst and ten is the best, I would rate the ServiceNow product overall as at least an eight.
I am currently taking courses on this product to learn more about the platform, as well as the functionality that we have not been using. My advice to anybody who is researching this solution is to have a better look at the overall capability of the platform. Many people, including us, understand ServiceNow to be a ticketing system. They do not see the other functionalities that are very big, and very important. This is a great platform but it must be used correctly, and not only for ticketing. This solution was not well utilized in the company. Rather, it was treated as an application like Excel. When I arrived, I started forcing people to use tickets, and now I'm going to implement the workflows, processes, and everything else under ServiceNow. I would rate this solution a ten out of ten.
The biggest lesson that we learned through implementing this solution is that it is important not to customize. Rather, take the product offering best practices and adopt it with its own processes. This makes scaling much easier. Whereas if you customize it and if you build your own version, it becomes difficult to scale, support, and do the official upgrades. This is why we have taken the Out-of-the-Box version and have adopted the processes that come with it. It is working and we don't have to change it too much. This is a very good solution, but there is always room for improvement. I would rate this solution a nine out of ten.