Item: ServiceNow IT Service Management
Rating: 8
Author: Paul Trupka

Use Cases and Deployment Scope

It is being used by the whole organization for reporting of problems by users, workflow of tickets, implementing a knowledge base and also self service to our company.

Pros and Cons

Integrating with our knowledge base and the ability to attach knowledge articles to tickets
The service catalog is very simple and easy for our users
Can host a lot of information and integrate it across several modules

The change system is confusing and our company does not implement it
Adding bookmarks can sometimes be quite confusing and not easy
I feel the multitude of options in the navigator can make browsing sometimes a difficult task

Return on Investment

Ability for users to open their own tickets, causing fewer calls to the help desk
Ability to order items using the service catalog, expediting these types of issues
Support staff can quickly and easily handle and prioritize tickets for completion

I was involved with a migration from HP Service Manager to ServiceNow, and the difference between the two was quite obvious right away. ServiceNow offers more features, more integration, a more friendly user interface, the list goes on and on. Unfortunately this is the only comparison I can personally make, but there was no doubt that ServiceNow was the stronger of the two.

Likelihood to Recommend

I would tell people that ServiceNow is definitely more helpful to larger organizations that can more heavily utilize all of the features of the software. Both of the instances I have used ServiceNow in have been larger companies and found that there was always a way to integrate almost anything that was requested into ServiceNow.

Users and Roles

15000 - Every aspect of our business uses service first, from support to everyday employee. Support staff uses it as a ticket tracking system, request fulfillment, problem tracking, along with integrated knowledge base and solution center. The everyday users in our business use the system to enter their own tickets and requests, along with keeping track of their requests and also a self-service portal.

Products Replaced

Not Sure

Key Differentiators

Price
Product Features
Product Usability
Vendor Reputation

Unfortunately I was not involved in the decision to purchase the software.

Evaluation Lessons Learned

I was not involved in the process of choosing Service First.

Support Rating

7

I have not specifically used support for service now myself, but I have heard from other co-workers that they are pleased with it.

ServiceNow IT Service Management Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Usability

8

I have used Service Now with two different companies and found in both instances that it was very easy to use and get comfortable with. I like the fact that it is web-based, providing an opportunity to use from home when needed. I also have used other forms of service delivery software and so far have found Service Now to be far and away the easiest to use.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

Opening and closing of Incidents
Addition of modules
Integration with tools such as AD

Difficult Tasks

Adding bookmarks
Finding information about users within the system
Adding notes to incidents as there are several options for where this can happen

ServiceNow and its Strengths

Overall Satisfaction with ServiceNow