ServiceNow in an IT Help Desk environment 20K customer base
April 12, 2018
ServiceNow in an IT Help Desk environment 20K customer base
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceNow
My interaction and usage with ServiceNow(SN) was/is two-fold.
1-Was: While with FDA, we used SN for our FDA Wide ticketing system for our IT Help Desk contract and other various support. Supporting over 20,000 customers, those customers would call the Help Desk, and log Interactions and Incidents for assistance. SN is very robust with lots of customizing, and ease of use for not only the Help Desk and Technicians but also customers as well.
2-Is: Currently I'm beginning the process of development and implantation of SN. The training program and eventual certification process so far have been straightforward and easy to follow. Eventually, I will be customizing SN for use over various contracts and agencies.
1-Was: While with FDA, we used SN for our FDA Wide ticketing system for our IT Help Desk contract and other various support. Supporting over 20,000 customers, those customers would call the Help Desk, and log Interactions and Incidents for assistance. SN is very robust with lots of customizing, and ease of use for not only the Help Desk and Technicians but also customers as well.
2-Is: Currently I'm beginning the process of development and implantation of SN. The training program and eventual certification process so far have been straightforward and easy to follow. Eventually, I will be customizing SN for use over various contracts and agencies.
- Navigation is fluid and easy to follow.
- Customizing views to suit your need is a breeze.
- Generating reports that you need is "fun" as there are many built-in options as well as the ability to create your own.
- Exporting reports in various formats help as different clients prefer different products.
- Sometimes too much, is just that; too much. SN offers so much, that you can kind of get lost in all its features.
- Color customizing would be nice for those with visual impairments.
- Cost is steep, but you do get a lot.
- SN ease of use has cut down on the learning curve, and thus the amount of time it takes to train a new hire.
- I'm not sure on the financial side, but from a workability side, SN gets customers "in and out the door" much faster than it's predecessor. (ServiceCenter in my environment)
- Technicians can update quicker, and easier, creating a greater likelihood of meeting SLAs. Meeting SLAs is bread and butter for our contract's overall success.
Transitioning over to SN was a concise and easy process. No data loss and not a long wait to be up and running. The biggest notice off the bat was how much quicker and simpler SN is to use compared to predecessors. Customization and Reporting. Everyone wants his/her own report with specific content, organized in a way pertinent to them. SN allows for this, and more!