ServiceNow is currently gaining market share, here at Wayfair. It was on-boarded to the company in early 2018 due to our Monitoring / Critical Response teams need for a robust reporting platform with available integrations to our monitoring tools (Data Dog/Logic Monitor).
Since then, we have seen team after team approach the ServiceNow Engineering group at Wayfair to onboard their ticketing needs.
I say ticketing, and not "Incident, Change, or Request needs", as ServiceNow is providing our team with the conduit to help all Wayfair employees understand how to organize themselves in a more ITIL based approach, where it makes sense. We haven't adopted a full ITIL approach, but the segmentation within ServiceNow allows the Wayfair ServiceNow team to coach its users to understand the importance of labeling, organization and building automation with a platform or layered (not app/tool/single use case based) approach.
Since then, our Monitoring, DC Operations, Infra Ops, and Help Desk organizations have partnered to build solutions in ServiceNow.
Business Problems addressed:
- Change, Incident, Request, Problem, Assets, CMDB: We are using these modules, out of box, to solve everyday operational needs
- Alert >> Monitoring: Infrastructure teams are storing and reporting on alerts, and creating custom INC records based on event mgmt logic (custom)
- General Use: digitizing process, decommissioning other internal apps