ServiceNow IT Service Management vs. Snow Device Manager

In terms of reporting, it has helped us a lot. Very easy to find an audit trail of who did what, when, and how long. It used to take us too long to figure out what was going wrong, and now we have clear monitoring on everything. The splitting of our smaller IT team into a larger one with 2 teams was also made easier with the auto-assignment, categorization, and escalation features. Approval processes take less time now. We have clear permissions set up for the manager and both teams.

Incentivized

Once we had got 20k plus users to blacklist. The data was too big. We wanted the results within some hours. When we used SDM and did all in one shot. It hardly took 2 hours. The same we presented to the clients in our weekly call. Got appreciation as well for that. Yes, just to summarize, even though we have huge datas, this helps us to fetch the results too easily. Thanks.

• Integration
• Good search capabilities. Applications are created within CMDB and we can search for the app to see the changes, incidents and problems created
• Reporting. Great store of MIS reports and will let you to create custom reports
• Visual Task Boards - use it as Kanban boards

• It handles software and the applications in all the platforms. It is very much useful for us when we have got many projects.
• We also blacklist the applications that creates any risk when triggered incident for us.
• It is a very convenient for us to handle as it gives an excellent security, even if we run any queries in the background.

• Finding requests that I opened and have since been completed by the assigned group/individual is very difficult to accomplish unless I've written down the request numbers somewhere.
• Requests that I opened and are subsequently closed, often continue to appear in the list of "My Open Requests" giving the appearance that they were not completed when in fact they were.
• It may exist, but if it does I haven't found it yet, which makes it less than intuitive, but I would like to see the ability to recall a request in ServiceNow.
• I believe our firewall rule change request for is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't anyway for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.

Incentivized

• At times whitelisting the applications creates a problem, now it has been improved more.
• No editable option once the data saved.
• License issue has been occurred initially. Even though license was there, we couldn't use it properly. Slow it recovered.

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.

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.

We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.

Incentivized

For a massive system, page loads are reasonably quick, including searches.

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

As I said, we can do the task in bulk which is the added advantage in this. At times alerts gets triggered in multiple like 1000 plus. We can't do it manually as it kills time. But by using this, we can do it on bulk within hours. So likewise, we also did in the same way. We can pull reports also from this (excel files). We showcased to clients wherein we got the appreciation also. Really liked. Thanks team!

ServiceNow works as an enterprise solution.

Incentivized

• We don't currently have a CMDB, so we are leveraging ServiceNow to build one using their ITSM and ITOM tools. This is a huge gap for us as a company and it will be a big win once this is in place.
• The core help desk functions are comparable to most other tools on the market, but SN does a great job of integrating that data with other modules like Problem, Change and Event Management to provide a truly integrated solution.
• The tool is expensive, so you will need to try to do as much as you can with the platform. We currently use other systems for HAM and SAM but will be including these in our ServiceNow instance in the future to help maximize our ROI.

Incentivized

• Pros: blacklist the applications that creates any risk when triggered incident for us. Cons: unable to whitelist as it is creating bug
• It is a very convenient for us to handle as it gives an excellent security, even if we run any queries in the background.
• Cons : NA