ServiceNow - Fully Integrated
February 11, 2019

ServiceNow - Fully Integrated

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceNow

Easiness of the Tool in setting up things like workflows, application/module arrangement makes things to be understood easily unlike other famous tools in the market. Documentation is also good and the best part is you don't need to face any hassles in maintaining the server/hardware performance.

Pros

  • Reports and Services dashboard is altogether a new evolution which cannot be beaten by any other tool in the market.
  • A change request which is basic for any enhancement or development project can be tracked flawlessly in this.
  • It even provides a knowledge management feature with approval flow. and if your project has Agile, Waterfall methodology even it fits best.

Cons

  • I don't like the email notifications this program generates.
  • Some of the required approvals are not relevant to our organization and become a bit of a hurdle for us.
  • At times, too many modules are introduced, and improvements to the existing ones are slowed down.
  • We align all of our company's components, applications, and cloud services used to their respective IT service. This provides valuable insight to our leadership.
  • Manage service tickets and escalation.
The ability for ServiceNow to provide several offerings on one page.
Well suited for the following:

1. Generates and populate data for report quickly.
2. Incident Tracking.
3. Agile Workbench and Development.
4. Change request tracking.
5. Process Management.
6. Maintaining Knowledge articles.

Some limitations are: event rules are tough to manage, the need for more simplification, confusions in trigger function and scheduling jobs.

It works very slow with Internet Explorer. They should find a way to make it faster in Internet Explorer.
We run into a lot of permission related issues. We utilize a small team of developers to help us manage the upstream/downstream impacts

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
8
Expert directory
7
Service restoration
8
Self-service tools
9
Subscription-based notifications
7
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
9
Change requests repository
8
Change calendar
7
Service-level management
8

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