ServiceNow IT Service Management in Reality
June 02, 2021
ServiceNow IT Service Management in Reality
Score 8 out of 10
Vetted Review
Verified User
Software Version
Standard
Overall Satisfaction with ServiceNow IT Service Management
Used across most of the organization but some smaller / isolated sections still use other / local tools.
Addresses the main ITSM areas namely, Incident, Request, Change, Problem and Configuration / Asset. Other areas are being developed such as Portfolio Management / Service Catalogue. ServiceNow Discovery is being used for Configuration / Asset alongside some other tools.
Addresses the main ITSM areas namely, Incident, Request, Change, Problem and Configuration / Asset. Other areas are being developed such as Portfolio Management / Service Catalogue. ServiceNow Discovery is being used for Configuration / Asset alongside some other tools.
- Discovery for Configuration / Asset.
- Consistent look / feel across different practices.
- Ability to integrate with other systems / tools (i.e. Navvia).
- More automation of separating CIs and Assets.
- More links with ITIL Processes in terms of help / FAQs etc...
- CI / Asset discovery.
- Integration of processes.
- Reporting facilties.
- Risk mitigation in terms of a better overall view of the infrastructure.
- Increased efficiency in everyone using a standard ITSM tool.
- CA Service Management and with CA Service Desk Manager
ServiceNow IT Service Management is infinitely better especially in terms of CI / Asset and integration into other process areas (i.e. Incident).
Much better Management Reporting.
More comprehensive coverage of all ITIL processes.
Much better Management Reporting.
More comprehensive coverage of all ITIL processes.
Do you think ServiceNow IT Service Management delivers good value for the price?
Not sure
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?
Yes
Would you buy ServiceNow IT Service Management again?
Yes