ServiceNow the ITSM tool of Gen Z
July 30, 2014

ServiceNow the ITSM tool of Gen Z

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Enterprise Edition

Modules Used

  • Incident; Problem and Knowledge management

Overall Satisfaction with ServiceNow

We use ServiceNow at my company mainly to manage key ITSM processess (Incident, Problem, Change, Release and Knowledge). Previously the company was using disparate tools to handle each area of service management. Reporting, metrics collection and leadership dashboards were a nightmare. A POC was conducted with various vendors at the time including ServiceNow; Maximo being one of them and ServiceNow was chosen for obvious reasons. It is being used enterprise wide by different vendors to enable various service offerings across the organization.
  • Good reporting features. Very few ITSM tools are able to provide canned and user defined reports so well
  • Good work flow management
  • Ability to integrate between Incident; Problem and knowledge --thereby enabling the incident managers to automatically mine information to improve service offerings
  • Flexibility to make changes to the way the tool is used (providing more of a development envt) to cater to specific organization needs
  • One big drawback is how SN stores all the data on Cloud. My organization being a financial firm the data is guarded by multiple security policies and it makes it difficult to host, monitor and mine this data via an external cloud
  • The service-now wiki though extremely useful is not thorough. More often than not we have to reach out to the SN support to answer queries which makes it frustrating in a highly agile enviornment
  • Faster time to resolve
  • Better ways to automate ITSM (foolproof ways for metrics reporting
  • Better ways to track productivity
  • maximo,BMC Remedy IT Service Management Suite
Better features; ability to fine tune the tool to enterprise needs; better dashboard features
We already own licenses for up to 10 years and after that porting users to a newer tool maybe considered a hassle.
What is the best way to integrate SN availabiltiy data with any existing enterprise tools for APM?
Does SN offer APIs to integrate freely with other tools?
Can I bring the data inhouse?