Likelihood to Recommend Domino is best in medium-sized businesses of 20-100 employees. It's too complicated to implement in very small companies unless you have good external resources. It scales up very well for larger companies but the pressures of users wanting particular "brand-name" software can become difficult. If you want a restricted "extranet/portal" system for a limited set of members it's a great system, particularly if you add a Domino CRM on top. Unlike Microsoft, you never have to resort to command-line tools, like PowerShell, in Domino to get things done.
Read full review Using it in the application support team is worth it as it is capable of carrying a lot of information. But using it for a Service Desk operation might not be of much use as it won't be used up to its full potential and will be costly as compared to other alternatives available in the market.
Read full review Pros Domino support for policy-based user registration and deployment eases end-user creation. User access to databases is simplified via group membership and defined roles. Email replication to clustered servers is simplified through connection/replication documents stored centralized address book Group calendaring enabled at client level controls. Read full review The best ITSM management just in 1 tool. User friendly for no IT people when they must raise a IT issue. It offer very good workflow during incident or request item. Read full review Cons User interface needs to be modernised. Read full review Providing admins/devs with easier mechanisms for providing businss stakeholders with self-service admin capabilities across the platform Tutorials on how to be the best at reporting in servicenow Guided tour functionaltiy is a bit rigid and could use more workflow capabilities Making it easier to push form variables to the user so there is more context when providing an approval. The out of box approval UI/form is terrible in my opinion. Read full review Likelihood to Renew Everybody in the company is happy to use ServiceNow. All people are happy to use a user-friendly web tool in order to open IT incidents. IT people can easily support people with a stable and solid tool.
Read full review Usability As a regular user of the ServiceNow platform, including the incident management, change management and enterprise application management modules, I find that I am able to competently use the platform with minimal training and assistance. User guides are available from the vendor if required. The customisable front-end that we use in the organisation as an ordering tool for internal IT services is very easy to use, and makes searching for the required IT service simple for business users.
Read full review Support Rating We have many levels of interaction with ServiceNow. The first line of support sometimes is not equipped to resolve more complex issues, but the escalation process is clearly defined and followed with limited friction. Our account team is very responsive and willing to brainstorm ideas to improve and increase usage. We also have direct interaction with product teams to see previews of new features and at times to provide input to influence implementation details.
Jeff Lowenthal Service Management Portfolio Lead and Enterprise Architect
Read full review Alternatives Considered We use
SharePoint , SQL and Teams but only for the things that they excel in. For example, we use teams for small team interactions (including external participants). We use teams for meetings too. We've discovered that Teams collaboration is not as full-functional as Domino and more importantly, that our members (financial services) do not trust the Open Office365 cloud.
SharePoint and Team collaborative features are often blocked in our member organizations. Domino is much easier to identify and unblock at the firewall level. It's much easier to restrict collaboration to approved options in Domino.
Read full review ServiceNow is by far a better tool over Remedy. Its ability to integrate so seamlessly to so many tools allows for plenty of opportunity to streamline and improve processes. Servicenow has intuitive flows that allow you to quickly pivot if process change. Its adaptiveness is what makes it far better solution over Remedy
Read full review Contract Terms and Pricing Model 1. It is not great when they can't seperate apps/products from a particular sku, forcing you to make a business case for a larger portion of functionlity than your current business case seeks to address. 2. ServiceNow reps are able to work with you when economies of scale are projected out. They are willing to start at a desired tier and provide pricing at applicable upgraded tiers
Read full review Professional Services Very easy to use. Capture more data from the Incident and problem management. Easier to escalate and following the change management process to resole the issues.
Read full review Return on Investment The immediate impact on my organization as a non-profit is cost. Enterprise pricing for a Domino solution is exponentially more inexpensive than more popular applications. Of the most obvious impacts is user familiarity. Given a vast majority of the employment pool having familiarity with MS products, orienting new employees to Domino\Notes is burdensome. Adoption is slow and resistance is high. Hiring Domino administrators and developers is increasingly challenging. The recent sale of the Domino platform away from IBM is concerning. Read full review Ensuring good service support internally and externally has triggered opportunities to sustain good links with everyone and opened the door to more sales and successful business and ServiceNow has been key in all this, so the investment came back to us faster than expected. Read full review ScreenShots