Item: ServiceNow IT Service Management
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We use ServiceNow IT Service Management for change, asset, incident, and problem management. It’s used by the IT department though we have started implementing it for others like HR. The main problem it helps with is incident management--reporting a ticket via chat, email or call is easy. It also helps us organize changes and understand impacts. We use the asset inventory for management and have it tied into the purchase order process.

Pros and Cons

Incident management
Change processes
Purchase order tracking

Asset management

Return on Investment

Better incident management
Changes are discussed and evaluated
Purchase orders are streamlined

Support Rating

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

Key Insights

Do you think ServiceNow IT Service Management delivers good value for the price?

Yes

Are you happy with ServiceNow IT Service Management's feature set?

Yes

Did ServiceNow IT Service Management live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow IT Service Management go as expected?

I wasn't involved with the implementation phase

Would you buy ServiceNow IT Service Management again?

Yes

Usability

While it’s fairly easy to use, there is a lot to take in for someone using it for the first time. It does take a bit to set it up and customize the dashboards, save the favorites, and prioritize pages. Actual use of the different modules is a lot easier

Likelihood to Recommend

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.

Service Now--at your service

Software Version

Overall Satisfaction with ServiceNow IT Service Management