2018-07-12T09:32:00Z

What is your primary use case for ServiceNow?

8

How do you or your organization use this solution?

Please share with us so that your peers can learn from your experiences.

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5050 Answers

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Top 5LeaderboardReal User

We were using ServiceNow to collect data in problem areas in operations. Most recently we are using it for our internal hardware tracking. For example, if someone requires a change of computer system, new headset, or any other hardware defects.

2021-06-25T06:03:39Z
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Top 20Real User

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

2021-06-08T21:13:33Z
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Top 20Real User

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.

2021-06-06T11:22:08Z
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Top 20Real User

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.

2021-05-19T14:38:04Z
author avatar
Top 20Real User

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.

2021-04-23T19:12:40Z
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Top 20Real User

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.

2021-04-09T15:42:00Z
author avatar
Top 20Real User

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.

2021-04-09T00:08:12Z
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Top 20Real User

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.

2021-04-06T18:07:56Z
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Top 20Real User

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.

2021-04-01T17:42:45Z
author avatar
Top 5LeaderboardReal User

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.

2021-03-01T12:47:02Z
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Top 10Real User

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.

2021-02-24T21:35:00Z
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Top 20Real User

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.

2021-02-03T13:04:39Z
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Top 20Real User

We use the solution for workflow automation and business processing.

2021-01-15T18:08:23Z
author avatar
Top 5LeaderboardReal User

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.

2021-01-05T15:07:34Z
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Top 20Consultant

We use it for incident management.

2020-12-24T21:37:08Z
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Top 20Real User

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.

2020-12-21T18:00:20Z
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Top 20Real User

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.

2020-12-16T17:58:44Z
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Top 20Real User

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

2020-12-12T04:36:13Z
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Top 10Consultant

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

2020-12-03T00:16:23Z
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Top 20Real User

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.

2020-11-20T23:25:56Z
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Top 20Real User

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

2020-11-16T12:31:58Z
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Top 5Real User

IT Service Management

2020-11-15T06:14:00Z
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Top 20Real User

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.

2020-11-11T21:28:15Z
author avatar
Top 20Real User

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.

2020-11-11T13:10:44Z
author avatar
Top 20Real User

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.

2020-11-03T22:44:00Z
author avatar
Top 5LeaderboardReal User

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

2020-09-23T01:08:00Z
author avatar
Top 20Real User

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.

2020-08-12T12:34:00Z
author avatar
Real User

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

2020-07-14T08:15:48Z
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Top 5Real User

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.

2020-07-13T11:45:00Z
author avatar
Real User

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.

2020-07-05T15:50:00Z
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Top 20Real User

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.

2020-06-15T07:34:07Z
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Top 20Real User

We use this solution for Service Management in banking branches.

2019-10-22T20:55:00Z
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Real User

This solution is our help desk system.

2019-05-16T06:50:00Z
author avatar
Consultant

We are trying to bring some ServiceNow projects to our team. We are trying to upgrade our ServiceNow knowledge by learning the modules and building our own application. We are presenting the application that we develop to our management. We can then market ourselves, showing that we have some ServiceNow capabilities so that we get some ServiceNow projects. We have used almost all the features of ServiceNow within this application. Almost all the reports, data evaluation, dashboards, widgets, all the workflow-related stuff, integrations, etc. We have used each ServiceNow topic in this application.

2018-11-28T09:05:00Z
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Real User

We use it for ITSM and ITBM.

2018-11-28T09:05:00Z
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Vendor

We are an integrator. We help our clients to implement ServiceNow for their companies.

2018-11-28T09:05:00Z
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Consultant

I'm a consultant, so I primarily work on projects implementing Service Now inside of different organizations.

2018-11-27T10:00:00Z
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Real User

We are consultants. We use ServiceNow to develop ideas and solutions for our customers.

2018-11-25T07:42:00Z
author avatar
Real User

We use it for ticketing.

2018-11-21T08:30:00Z
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Top 20Real User

As a developer, I work on ServiceNow for HR solutions and a few other Service Portal functions.

2018-11-21T08:23:00Z
author avatar
PopularReal User

We use it for ITIL/ITOM catalog of services. ServiceNow is the CMDB for our organization, and we use the Discovery, Incident Management, Change and Project Management tools within ServiceNow to keep a centralized view of our enterprise. We have recently begun implementing the Governance and Risk (GRC) features as well.

2018-11-21T08:23:00Z
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Consultant

As a developer, I have mostly work on agent management and service catalog items, to create business tools. I write scripts to satisfy customer requirements.

2018-11-18T07:31:00Z
author avatar
Consultant

It's used for a helpdesk.

2018-11-18T07:31:00Z
author avatar
Real User

We use it as a service desk solution, for ticketing.

2018-11-18T07:31:00Z
author avatar
Real User

We use ServiceNow mostly for our IT ticketing business. Recently we set up the Request portion of ServiceNow and we're using it as well.

2018-11-18T07:31:00Z
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User

* Work intake * Project management * Project for a 30 person marketing and communications team at a Big 4 professional services firm.

2018-09-28T13:57:00Z
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Real User

We build out video knowledge bases, how-to knowledge bases for self-service support and agent use. We integrate into a number of different ticketing systems, service management platforms, helpdesk platforms, and call center systems. We are a ServiceNow partner and we have a ServiceNow instance. We use it for ticketing support, ticketing systems. It has worked really well for what we do.

2018-08-07T08:19:00Z
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Real User

The primary use case is IT service management. It encompasses quite a few things, such as incident records, change records, etc.

2018-08-07T08:19:00Z
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Real User

We use it for incidents, incident management, sales management, and problem management. We are very happy with the product. We are about to upgrade to IT Service Management edition on September.

2018-07-12T09:32:00Z
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