Not a magic wand! Success much more likely when your processes are well understood
March 22, 2016
Not a magic wand! Success much more likely when your processes are well understood
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceNow
ServiceNow is currently used by IT teams to efficiently respond to business needs, standardize global processes and gather the metrics necessary to promote ITSM maturity.
- Workflows efficiently assign incidents and requests to the appropriate team
- Thoughtful integrations between the forms used by different services help incidents move efficiently through their lifecycle (Incident to Problem to Change to Release)
- Contextual Help promotes Self Service by dynamically displaying relevant knowledge articles
- Knowledge winds through and supports every IT service yet the out-of-the-box knowledge functionality requires many enhancements to yield results
- Users struggle to understand how requests work (REQ vs RITM vs CTask)
- The knowledge editor is clunky and time consuming
- Enhancements to native knowledge functionality resulted in $160k annual savings in time spent by the knowledge team
- Deployment of the Service Catalog saved a significant amount of IT resource time; splitting request from incident also produced better metrics which in turn identified further opportunities
ServiceNow has the richest feature set and is the best ITSM tool I've used.