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ServiceNow Pros and Cons
Updated April 08, 2015

ServiceNow Pros and Cons

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

Software Version

Calgary

Modules Used

  • UI Policies, Client Scripts, Business Rules, Data Sources, UI Pages, Script Includes, UI Macros, Content Pages, Gauges

Overall Satisfaction with ServiceNow

ServiceNow at VCE is used for the the ticketing system and also in implementing the CMDB. It is used by the whole organization. It helps us with incident management,change managemnet and problem management. One of the products that we develop is Vblock. In order to track these Vblock at different client locations, we use CMDB module in ServiceNow. In addition to that, general IT ticketing is managed by ServiceNow at VCE.

Currently, I work in the CMDB(Configuration Management Database) team at VCE. We are using CMDB for our product Vblock and to understand the relationships of the CIs.In future we want to use CMDB as an internal tool to improve the sales of Vblocks.


  • Configuration Management Database (CMDB)
  • Update Sets
  • Domains
  • Scripting on both Client and Server
  • Web Services
  • Cloud Based Tool
  • Versioning
  • More Documentation
  • Better Tech Support
  • Central Point of source
  • Better relationships between components(CIs)
  • Understanding of the IT Services(Change Management, Incident Management,Problem Management)
First we started using this product for ticketing system and later after a better understanding of its capabilities, we are trying to implement a CMDB architecture within ServiceNow.
It is good for ITIL. If you want to implement a Configuration Management Database (CMDB) for your own product you need to have a better understanding of the current and future requirements of the Business User/Stakeholders. Also, if you are trying to implement it as CMDB, you need to architect the relationships between configuration items (CIs) in an efficient way.

Using ServiceNow

1500 - Ticketing System
CMDB
It does the ITIL management perfectly well. There is no other product that allows for customization. It is a cloud based product so we can access it anywhere.

ServiceNow Implementation

ServiceNow Support

Using ServiceNow

Easy to use Interface for ITIL Management Tool.Cloud Based Application.
ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
Requires technical support
  • Navigational Search
  • Filtering
  • Requests
Yes, but I don't use it