Item: ServiceNow IT Service Management
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

ServiceNow is being used by the entire organization, solving the trouble of integration between the different areas of the organization. With the previous tool, we couldn't track what was happening sometimes, for example when lots of people opened an incident ticket and relate them to a problem. This tool helped us to solve this.

Pros and Cons

Integration between areas and the user
Run in the cloud
Integration with other tools, as monitoring tools creating a ticket automatically

Integration depends on consultant work.
No on-premise option
Price

Return on Investment

Positive - Integration
Negative - Costs with consulting.
Positive - Cloud

Alternatives Considered

TraceGP and CA Service Desk Manager

Easier to a user, easier to setup, cover all aspects of ITIL, better than other options. TraceGP needed to be customized for our environment to "learn" ITIL. And CA option was a huge elephant, slow to set up. Not that ServiceNow is THAAAT fast, but certainly is faster to deploy compared to these two tools.

Other Software Used

Jenkins, Microsoft Office 365, Skype for Business, Spiceworks

Likelihood to Recommend

When you need to start quickly, that's a great option. Fast deploy, fast integration with active directory, and the IT stuff if needed, it's quick to add too. To not pay the extra license, the team of the company that deployed it gave an option to create a single portal, allowing a common user to create tickets and watch all that was happening to the ticket.

Simple and Easy to use. But, prepare to pay for consulting

Overall Satisfaction with ServiceNow