ServiceNow IT Service Management

The latest versions greatly improved my previous experience. I had the opportunity to learn management modules and we need to improve and reduce the size of our database to improve performance. But it is excellent what they have achieved in these times. With my experience from many years in different countries I have to admit that the Catalog builder tool saves a lot of time. It's excellent.

The tool is very sufficient and very helpful for helping colleagues or customers with their IT-related questions or issues based on SLA you can create a nice environment. The people from ServiceNow are very helpful and open to new opportunities. It is also very easy to use and easy to learn to new IT colleagues how to work with the tool. I would definitely recommend this tool to other IT colleagues.

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.

It is the perfect management tool for giant IT infrastructural organizations as well as small ones. one can always customize and use it as per their capacity and volume. A proper process is defined and is followed when a request is made. It works on an SLA basis which is an amazing option. however, for extremely small ventures its uses are limited as compared to large organizations.

ServiceNow IT Service Management is most applicable for larger companies. It can supply large, easily searchable Knowledge Base articles to train employees, especially Tier 1 tech support. If the company has a large about of Tier 1 tech support staffed, then this is a perfect service. It also includes a lot of ways to categorize and search the categories of the tickets, so that even a large amount of tickets can be filed away properly.

I think [ServiceNow IT Service Management is] best suited for very straight-forward customer support type ticketing. If the problem can't be solved by the customer support team, then the ticket likely is a larger issue (ie: a bug) and then likely a Jira ticket would need to be created for more robust documentation.

All in all, ServiceNow IT Service Management is a great tool for all my company because it adapts to different areas and divisions, so it's not tied to the IT realm; having everything in the cloud facilitates communication with our clients.

It actually fits for most of our clients, and the great thing is I believe it's flexible to keep adding clients or accounts that have access to their cases.

Well suited to medium / large organizations where the number of Incidents. CIs etc... go into hundreds of thousands
Good reporting / scorecard facilities to utilize these records.

In a medium to large sized organization, ServiceNow [IT Service Management] will be a good fit. Our organization is only using a small part of the offering from them but it solves many of our business problems. I would not recommend ServiceNow [IT Service Management] for small organizations or organizations that [I feel] are still very early (immature) in their change management process.

Best suited for Unix/Windows server monitoring, asset management, and problem management.

Some SNOW processes are simpler than the others. But overall, what SNOW ITSM lacks is out of box integration with external apps or platforms. We can do customized integrations that have their own set of challenges.

I personally don't think SNOW itself is an issue with support. It is the support vendor who could be challenging.

ServiceNow is a ticket software and is fine to use for any circumstances which requires assigning work to teams or individuals, creating approval flows where different people need to approve a work item, or even some other random functions like a knowledge base for storing team articles or creating a Configuration Management Database (CMDB). While it is used by all of our IT department, I can see why the developers are using Jira more and the infrastructure teams are using ServiceNow.

Since I am just a front end user I haven't had to deal with Service Now support.

It is great to have a well-defined process while requesting support, it is easy for you to see the progress of your ticket and who is or has worked on your request. You need to have a well-defined catalog; if you do not do that your support requests steps could be too many.

It is suited for medium to large companies that can afford to have a full-time ServiceNow developer. There is a lot of customization and coding that can be done to make it a great product but that requires some coding expertise. It is great for companies that do not have any current products and are looking to get ServiceNow IT Service Management implemented.

We tend to get pointed in the right direction. Can be tedious at times.

ServiceNow can facilitate an organization's needs for a robust incident and change management tool. It also has a wide array of other features that can be tailored to the company or down to the individual. ServiceNow also provides capabilites for event management, such as a trigger that would perform a restart of a service on a server for example.

I have not used ServiceNow support directly, however it appears the company sticks to a steady release plan for new versions and updates.

I have found the functionality of the system to be really good and user-friendly (easy to learn).

I gave this rating becasue the support has always been good.

ServiceNow is well suited to any organization with a large service desk that needs to address the issues, requests, and concerns of multiple users. It is well suited for an organization that needs an easy way to distribute tickets.

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.

ServiceNow has a lot of useful training material. It is easy to get trained and be able to use the tool efficiently in a short period of time. Fast performance and a lot of different reporting options is a big plus of the tool.

The respond and fix time is very good. Clear resolution of the task requested and also an informative description about any inquiry that was raised.

ServiceNow is certainly appropriate for any organization that operates using a ticketing system to document work managed (i.e. an IT HelpDesk, a cable, phone, or internet service provider). It would not be well suited for an environment where service offerings are not the type that can be compartmentalized and aggregated perfectly (i.e. some professional services such as law offices, financial services, medical facilities).

Having used earlier versions of ServiceNow, when compared to its current look and feel I can say the current version we're using is far more intuitive, simpler to navigate (even for novice users of self-service tools), and quicker. On occasion I can see slowness when performing searches in the Knowledgebase or when querying for tickets, but other than that am pleased with it as a tool to support our practice.

I would recommend ServiceNow for anyone. ServiceNow is so powerful and highly useful that it would be a benefit to any organization with at least over 750 employees. This software is highly customizable and integrates with almost any software that might be used by your organization. It is something to look at if you can afford it.

A lot of their support is automated so that you get what you want to take care of when you need it, but in the event, you need to talk to a person, you can always call and get your issue resolved asap. They are also really good at keeping you up to date on your issue until its resolved.

If I am opening a new process, then I will include ServiceNow. I will recommend highly to the people who would require an application to track data and handle customer complaints and issues.

Unfortunately, I have never required Support :) There have been instances where there was a downtime for a few minutes, maybe, but it was up and running. It did not affect business.

Whenever there was an issue that ServiceNow itself had to address, their response was quick and accurate. They were even able to create custom fixes to solve some of these issues, or at least we would get a date or release when the problem will get resolved, so there was no trying to guess when an official fix will be provided to us.

I would highly recommend this platform for any firm trying to consolidate a lot of tasks into one tool. If you need a SaaS provider that allows you to manage requests, change management, knowledge bases, client portals, and reporting functionality, this is a great tool. My firm has really benefited greatly from utilizing this tool.

ServiceNow support has been good, but we've leveraged consulting firms to help us build out the tool to a state that is suitable for our firm. We've also attended ServiceNow conferences in Las Vegas, and those sessions have been very informative and provided some great ideas as to how we can further leverage the tool in the future.

For a large scale organization, it's been working perfectly. We have used it for over 5 years and I'm happy with it. Some users complain about small things but I'm sure no other tool can solve what a 10k+ person organization needs.

Internal teams work directly with ServiceNow Support and do a great job communicating back solutions to problems our team has.

ServiceNow is well suited to an organized IT department who has multiple people with the time to understand and help others use it effectively. Having lots of end users, even IT people, create their own articles and manage tickets is difficult due to a non-intuitive interface. This might be due to how our organization setup and implemented ServiceNow originally. Nonetheless, I find it very difficult to navigate and to remember where things are. Building reports is a struggle. However, it's not my primary role to understand ServiceNow and I only use it 1-2 a week. My advice is to reduce the number of people who need to interact with ServiceNow to a bare minimum. If you can have one person who helps others create and manage help articles and incidents (if they are infrequent) it'll ultimately save time.

I have never needed to use ServiceNow support. We support it in house and with all the customization we have done it's best not to rely on external support.