ServiceNow Review
December 21, 2017
ServiceNow Review
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceNow
ServiceNow is being used as an ITSM and Service desk tool, replacing CA ServiceDesk Manager. We have a program in place to go beyond the simple service desk function and extend as a corporate procurement and asset management tool. Potential future use but not yet funded are for GRC(Governance Risk Compliance) and Project Management.
- Provides a standard and relatively easy way to create a system of records for enterprise assets.
- Processes are clearly defined and implemented. Alignment with legacy processes is easy and best practices exist when this is not the case. Automation allows for easy implementation of workflows and use of APIs make integration with external platforms a breeze.
- Self-Service user experience is great. Out-of-the box. No need to specialized, costly and hard to find consultants.
- Implementation is still the domain of major consulting companies. This requires large budget projects. It would be good to develop an education and certification program to reduce the need for major integration companies.
- Maybe confusing at the beginning, too many fields, too much information. Is there a way to start simple and grow?
- Pay attention to overpromising. The company has great marketing material, great sales people, making it seem to be the tool for all IT needs, but the road may be long and costly.
- ServiceNow could be a very good enterprise-wide platform but you need to prepare for significant integration and be ready to adopt standard processes.
- - Able to move away from a complex, very customized platform almost impossible to upgrade without a significant investment
- - Ability to create an enterprise wide platform for ITSM,Incident management, ITAM, and procurement easily integrated with finance and HR
- - A good foundation with off-the-self API integration with major software providers, making it easy for a “best-in-class” architecture approach.
Initially we regarded CA, BMC and ServiceNow. From the start, the ServiceNow approach was appealing to us. Features such as: best in class according to analysts, cloud-based to ease the complicated upgrade cycles, an enterprise platform to address more than just service desk, a potential roadmap for business process integration to name just a few. Then we decided to go to an RFP with integrators to propose the best platform for our requirements, they all came back suggesting ServiceNow.