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

Use Cases and Deployment Scope

We use ServiceNow to manage all ICT service management activities. This includes service desk, problem management and also Agile based software deliveries to our core systems.

Pros and Cons

Great for servicedesk management
Works well for Agile deliveries and assigning work as well as assessing effort
Good configuration management tools
Useful task based dashboards to manage teams

Tailoring of certain aspects can be difficult and costly to implement
The tool is for service management purposes but does lack the softer side of service delivery in terms of business expectation and customer satisfaction analysis.
Licensing model can be complicated.

Return on Investment

We operate a ServiceNow first approach for all activity and the tool works well and supports our change advisory boards as well as business change boards.
We have tried to used it for non-service management business support desks with varying degrees of success.

ServiceNow is a leader in this space but as with all complex tools there is an overhead in terms of management. I would always take the SaaS option and work with ServiceNow to implement any major changes.

Likelihood to Recommend

Works very well across all service management disciplines. Generally, you need to treat the product itself as being under change management to ensure you do not break it or misconfigure it. You should have well-trained ServiceNow staff who can tailor the system to your needs.

While the tool can be used as a general ticketing tool for business desks its purpose is for service management teams.

ServiceNow Review for Business and Technical Teams

Overall Satisfaction with ServiceNow

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Alternatives Considered

Likelihood to Recommend

ServiceNow IT Service Management Feature Ratings