ServiceNow, Service Tomorrow, Service Forever
May 27, 2016
ServiceNow, Service Tomorrow, Service Forever
Score 5 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceNow
ServiceNow is being used across our entire business organization. It is our primary mechanism for front line personnel to report problems to our IT service desk. The Information Technology Department uses ServiceNow to track and manage reported incidents, tasks, projects and their resolutions. We also use it as the centerpiece of our change management control. ServiceNow also provides us with a significant portion of our project management flow.
- Easy tracking of individuals' input and time spent
- Automated email updates on work items
- Tight integration among components
- Massive and at times confusing interface
- Too many categories of items with seemingly arbitrary differences in functionality
- Honing in on just what you need is difficult for a basic user
- Centralized system for dealing with service issues
- Makes change management easier
- Project management tools aren't great for planning sessions
I was not involved in the selection of ServiceNow. I am just an end user for this software. The other tools I have used were more directed toward project management, rather than issue tracking. At times, ServiceNow stacks up well, making it easy to address tasks assigned to me, communicate and collaborate with stake holders, and track time spent.
On the other hand, I find the separate categories of items - incidents, tasks, projects, etc., to be overwhelming and unnecessary. As far as I'm concerned everything is "something I've got o do." I can automatically create change tasks for some, but not others, which makes little sense to me.
On the other hand, I find the separate categories of items - incidents, tasks, projects, etc., to be overwhelming and unnecessary. As far as I'm concerned everything is "something I've got o do." I can automatically create change tasks for some, but not others, which makes little sense to me.
ServiceNow IT Service Management Feature Ratings
Using ServiceNow
500 - At least 500 people across our organization use ServiceNow to report incidents to our information technology service desk. End users represent front line managers, corporate office workers of all stripes, service desk personnel and other members of the IT department, including programmers, database administrators, and network administrators. Our management personnel also use ServiceNow to track progress on issue resolutions.
2 - We have a handful of people that I am aware of to support and administer ServiceNow. At least two people in my department have the training and know how to keep the system properly configured and up and running on a daily basis. It is vital that an organization have such people and keep them informed and educated, as the system is very complex.
- Incident reporting
- Issue tracking
- Change management
- I don't know which features we use are out-of-the-box and which are custom solutions
Using ServiceNow
| Pros | Cons |
|---|---|
Well integrated | Do not like to use Unnecessarily complex Requires technical support Cumbersome Lots to learn |
- Tracking time spent on items
- Communicating with stake holders
- Maintaining a to-do list
- Linking changes to items
- Recognizing arbitrary differences in types of items - incidents vs tasks
- Ugly flat-style interface that's all the range now, but makes it difficult to recognize buttons from decorations
Yes, but I don't use it