Item: ServiceNow IT Service Management
Rating: 9
Author: Jonathan Ayers

Use Cases and Deployment Scope

ServiceNow is used in our organization for internal tickets as well as with our customer facing requests. It is used for ticketing, asset management, and software management.

Pros and Cons

Asset management - ServiceNow provides detailed asset management capabilities.
Reports - ServiceNow allows reports that can be endlessly customized to provide any information.
Software Management - ServiceNow allows serial number and software deployment information to be centralized.

Customer Interface - ServiceNow can be difficult to use at first. It does require some initial training to get the hang of.
KB Articles - It really depends on who makes them but even the best KB article can be hard to understand at times.
ITIL Interface - The ITIL statistics interface could use some work, can be hard to understand.

Return on Investment

Excellent ticket management
Asset management which keeps costs down
Software management also keeps costs down

Alternatives Considered

BMC Remedy and KACE Endpoint Systems Management Appliance

ServiceNow is BY FAR the best I've used. KACE and Remedy are hard to use and in my experience, don't meet user needs. ServiceNow lets you customize to such a granular level that it's hard to miss anything. Truly the best.

Other Software Used

Microsoft Office 365, Skype for Business (formerly Lync), Slack

Likelihood to Recommend

ServiceNow is really suited anywhere. Since it is so customizable, you can make it fit any situation or organization. I like to think of it as a "Swiss Army Knife". The software management piece is really useful, it allows you to manage software deployment and serial number management. It also has a self-service feature that allows users to submit requests through templates that gather the pertinent information. I've used other systems like Remedy and KACE but ServiceNow is by far the best I've used.

ServiceNow is THE BEST!!

Overall Satisfaction with ServiceNow