The world of work is constantly changing. Agile work processes in particular are becoming increasingly popular. Even large companies are trying to introduce agile working methods. For many, the Scaled Agile Framework (SAFe) is the right solution for their agile teams. However, implementing SAFe with all its features such as providing reports, visualizing dependencies and automated documentation is not always easy in reality. Many companies spend a lot of time and money searching for the right…
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ServiceNow IT Service Management
Score 8.4 out of 10
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Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management.
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Pricing
Agile Hive
ServiceNow IT Service Management
Editions & Modules
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ITSM Standard
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Agile Hive
ServiceNow IT Service Management
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Additional Details
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ITSM Pro and ITSM Enterprise also are available with optional "Plus" add-ons. These include AI Agents, an AI Agent Studio, and other features that augment the capabilities of the platform using AI Virtual Agents to automate tasks.
Agile Hive is used for our value train within a SAFe setup. Every quarter we organize a so-called Product Increment (PI) Planning, where we plan all Features and Enablers in Agile Hive. Based on the priority of the Product Manager all teams plan their Features and Enablers accordingly to the sprints that are determined by the Release Train Engineer and set up in Agile Hive. The teams then create User Stories and estimate them and based on their sprint velocity (defined in Agile Hive) Product Owners can see how many Features and Enablers are realistic in one quarter (Product Increment). Further, dependencies across teams can be defined and made visible in Agile Hive, so that the plan is feasible. Without Agile Hive it would be hard or impossible to plan across several teams within a value train and to manage all dependencies. Additionally, with Agile Hive the plan is more realistic, so what can be achieved within one quarter in product development.
In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
It has in general a good usability, but there are some downsides, the big picture view of the entire product increment is too static, so there is no zoom in or zoom out. Mostly throughout planning it is necessary to zoom in to a sprint level and manage the user stories there. Also, the pig picture view has some limitations, because you cannot read the entire user story name (boxes are too small).
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
With Jira Software alone it is also possible to plan a SAFe product increment planning, but it would be nearly impossible to see the overall big picture of all product teams involved in a release train. So, the planning on sprint level for one team would be more efficient, but the planning for a whole quarter with all dependencies across teams would be not feasible to present. Therefore, Agile SAFe enables value trains an efficient way to plan a product increment.
We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers.
One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad.
Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket.
Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in.
