Overall Satisfaction with ServiceNow
ServiceNow is used throughout the County of San Mateo including all of 28 Departments within the county. It's the central ticketing system, problem management, change management, event management, knowledge base and asset management solution. It's also used as Request Management to all of 28 Departments that they can order services and products from the IT groups.
- Change Management is better than anything else that I've seen.
- Asset Management/CMDB tied to Change Management is simply one of the kind.
- Approval/notification workflow is flexible and powerful enough for any use cases.
- Portfolio management is few generations behind compare to other leading solutions
- Still has versionitus symptoms - some dramatic changes with each release
- Replaced 3 different tools with just ServiceNow
- ServiceNow takes quite a bit to set up and configure initially. . .then, to add features takes some expertise
It's generally good for a medium and larger enterprises. Not suitable for small companies since the initial investment to set it up and configuring is high.