ServiceNow, a system I don't have to worry about failing me
August 09, 2014

ServiceNow, a system I don't have to worry about failing me

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

Software Version

Calgary, Dublin, Eureka

Modules Used

  • Incident, Problem, Change, Configuration, Knowledge, Custom Applications, BSM Map, Survey

Overall Satisfaction with ServiceNow

It is being used in a business unit to support a drive towards using ITIL and DevOps to provide better IT Service Management
  • Transparency. It is possible to report on almost any activity type within the application.
  • Integration. Once you understand how the platform can be leveraged to build data integrations to existing data sources you'll find value in having a single pane of glass to see and manage your processes
  • Documentation. I've found the ServiceNow wiki to be full of extremely helpful content and their online user community to be helpful in getting response to content not already found in their wiki.
  • Training. Official industry recognized certifications do not appear to be ready yet for their platform.
  • Bugs. Visibility to bugs when they're known vs opening a ticket to the support team such as being subscribed to an email list for admins.
  • Supports speed to delivery
  • Supports single interface to support multiple platforms
  • Provides incentive to understanding ITIL/DevOps/Agile as it's prebuilt areas support these frameworks
I've primarily used internally written ticketing systems, but the biggest difference is no platform that I've used has been a system in which I could contribute to develop.
They continually listen to customer feedback and improve their product in each new release.
Speed to implement. Ability to build customized application. Ease of use. Enterprise level architecture to support backups, disaster recovery, SaaS, etc.