Service-Now : An efficient tool for implementing ITIL process
August 04, 2014

Service-Now : An efficient tool for implementing ITIL process

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

5.0.51a

Modules Used

  • Incident, Problem, Change, Release , CMDB

Overall Satisfaction with ServiceNow

ServiceNow is being used primarily by the Support Desk for entering trouble tickets and kicks off our Problem Management process. Developers use ServiceNow to create change requests and document the proposed fix and testing plan. Release docs are used to group changes into different versions of the application. We follow ITIL standards. We also use CMDB to track configuration Items. ServiceNow is used to help prioritize incidents and approve change requests. It is also used by CM to help understand all configuration items in a system and to know what is in each version. We use the baseline functionality as well.

Pros

  • ServiceNow helps prioritize incidents.
  • ServiceNow is fully customizable.
  • ServiceNow helps follow the ITIL process- Incident- Problem- Change - Release.

Cons

  • Service Now should have a more flexible pricing structure for there Discovery product. As a small business it is very expensive.
  • Pricing in general should be looked at to support smaller business. As Service Now has grown they have (understandably) shifted development/pricing focu to large businesses
  • Increased Problem Management efficiency
  • Increased Change Management efficiency
  • Helpful for CM to track Configuration Items and product versions
ServiceNow is much more easy to use than BMC Remedy. It is much more customizable and user-friendly. BMC Rememedy is a large clunky tool that is over-priced. JIRA is a tool that can be used in conjunction with ServiceNow so it is not really an apples-to-apples comparison. They work well together but ServiceNow helps more with Support Desk functionality while JIRA is catered for Dev teams.
The only negative thing I have to say about ServiceNow would be pricing. It is a very good tool.
In an agile/Scrum environment it seems to be better to use tools such as JIRA rather than ServiceNow. It is important to understand how you can break down the work into smaller pieces and give estimates easily. Also, how can you track the work that is being done in ServiceNow? These are things that tools such as JIRA may do better. It works well when using a combination of both of these tools.

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