ServiceNow...a serious ITSM tool for the serious organization
February 06, 2019
ServiceNow...a serious ITSM tool for the serious organization
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceNow
ServiceNow is a fully integrated part of our corporate intranet. It is used to allow users to open service requests ranging from technology issues to HR issues, to facilities issues. ServiceNow (aka SNOW) is used across our entire organization. Because it is full-featured and a fully integrated solution, we no longer have multiple systems by which problem tickets and/or requests are opened and managed. This unified system improves efficiency and enhances the overall user experience.
- Fully integrates with custom web solutions.
- Provides detailed control of user security by user, role, network group, etc.
- Offers a full-featured tracking system which allows attachment of documents and other objects.
- ServiceNow offers to many options that it is sometimes difficult to navigate.
- The ServiceNow documentation, while comprehensive, is provided through a completely separate window rather than being integrated directly into the system.
- The mobile interface is sufficient but performance is a bit slow.
- ServiceNow has positively impacted ROI as it has improved the efficiency of request handling.
- It has had the positive impact of allowing our organization to standardize on one ticketing tool eliminating a number of others.
- A negative impact on ROI has been the licensing cost of ServiceNow. Being the premier ticket management system, it definitely has the price tag to match.
ServiceNow is a much more complete, robust, cloud-based product than BMC Remedy. The ServiceNow interface and customization tools are very robust allowing customization as needed.
Because the Remedy interface is a bit more simplistic, it is likely a better solution for a quick implementation without a lot of planning. Proper implementation of ServiceNow requires a significant investment in planning before customization commences.
Because the Remedy interface is a bit more simplistic, it is likely a better solution for a quick implementation without a lot of planning. Proper implementation of ServiceNow requires a significant investment in planning before customization commences.