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.
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.
Unable to create robust service offerings for end users in the catalog. The current process works fine for our needs but have to tailor certain offerings based on limitations of the product.
Certain aspects are clunky and hard to correctly setup. For example, oncall calendars and scheduling require the user to define several components which are not intuitive and don't seem to follow a logical flow.
To accomplish some of the tasks like the discovery of servers and retrieval of info from these servers on the network, ServiceNow requires you to pay extra to get the additional services, and these services can get very expensive.
ServiceNow has between 1 or 2 version releases per Year, these New releases introduce new features but most of the cases they have issues or create new problems on existing components on initial release, so we decided to skip releases and make the updates on every other release and wait at least for the first set of fix patches to be available
Limited Power-user Dev Tools for Forms: It would be great to offer a no-code alternative to Power Users to create forms and workflows, similar to what Infopath offered. We are using SNOW forms but each initiative requires a dedicated Dev team to develop.
JIRA Integration: We'd like to have a more flexible way to interface and promote Incidents in SNOW to Stories in JIRA.
Assignment Groups are difficult to manage and require a complex IT process to be done.
ServiceNow knowledgebase is limited for self-learning on how to use their features.
ServiceNow sometimes has a very linear approach to some workflows or assignments where there could only be one child/parent relationship.
The ServiceNow features for Project Management serves its function is rather cumbersome. The dependencies aspect or predecessors or successors options are rather limited. It is more focused on hours planned vs hours worked then dependencies.
ServiceNow customer support is hit or miss. They could serve to have more self-help step by step articles.
ServiceNow needs to have a better export or import features for their Project Management module.
Request Management - ServiceNow's front end facing catalog is a fantastic cost-wise approach to expose the repetitive request-able functions your organization can offer to your company. Cost/Chargeback functions can be included effortlessly. Baking in Knowledge throughout the catalog like experience (to promote self service) is effortless. If you can organize your team into repeatable processes, then ServiceNow can take everyone out of email and spreadsheets, and into a fully transparent, documented, automated workflow to deliver each and every step of that process.
Alerting / Monitoring - ServiceNow provides the tables/functionality you would need to store, organize and report on all monitoring tools in your portfolio. Importing information into ServiceNow is decidedly easy. Enriching data within ServiceNow is straightforward and benefits from all other business / infrastructure related content that you store on the platform. Using Discovery alongside monitoring tools provides the capabilities and flexibility needed to protect and run daily operations needed to support a growing and thriving company that Wayfair is.
CMDB / Discovery - Very easy, licensing the technology that comes with Discovery is the single easier decision you can make to provide the level of support, transparency and consistency your infrastructure teams require to stay ahead of issues...and act quickly when they are happening.
Backend Support - If you size dictates it, purchase the technical support from ServiceNow. They react quickly and with a solution your team can actually use to solve both short and long-term roadblocks.
Pricing - we all want to expose as much as our data as we can, internally. Easy reporting makes happy employees, and happy employee's stay productive. ServiceNow allows you to expose a front-end catalog like experience to all users in your company...but restricts their intuitive and fantastic back-end reporting capabilities to a subset of paid (sometimes expensive) users. The trick is finding our where you can and cannot compromise on functionality and experience. Sometimes you need to buy a license for a team, sometimes you can provide on-demand reporting functionality. Really depends case by case.
Widget Flexibility - Allowing non-dev users to build their own widgets. Make the tool more friendly (no-code) to non-development/front-end only users. I would love to support a widget or piece of functionality which allows users to customize their ServiceNow catalog experience or reporting without my team's involvement.
Better back-end reporting - reporting on system tables or core data is not always accessible via ServiceNow reporting/logging. I have often found myself at a roadblock to report on simple statistics like page views or number of clicks. We want to understand how our users are engaging in the platform, but there is a lack of reportable tables/metadata to help us build this picture.
ServiceNow is a fast-growing service management provider that went public in 2012. 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, and (on the higher tier ITSM Professional plan) ITAM and software asset management.