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

Anonymous | TrustRadius Reviewer
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.

Pros

  • 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

Cons

  • 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.
ServiceNow is a great tool but many companies make the mistake of thinking it's a magic wand that delivers ITSM maturity. Process design and improvement are critical pre-work.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
10
Expert directory
5
Service restoration
9
Self-service tools
7
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
Configuration mangement
9
Asset management dashboard
8
Policy and contract enforcement
8
Change requests repository
9
Change calendar
8
Service-level management
9

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