The Next Generation IT Service Management
February 08, 2019
The Next Generation IT Service Management
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceNow
We are currently using ServiceNow ITSM (IT Service Management) and ITOM (ITOM) modules. ITSM is currently being used for Incident, problem, change and request management. ServiceNow ITSM has allowed our organization to embrace ITIL best practices using various ITSM and ITOM modules. It has boosted productivity by automating many of our processes. Provides management on-demand reports and dashboards, with a single data model to generate and distribute important information on demand and in real time. ServiceNow is being used both at the back office and roadside. Asset Management Module is used for maintaining and tracking all inventory at the roadside along with purchase orders and transfer orders. We use the Procurement Management module for maintaining all our contracts and vendor management. In a nutshell, Service Now is one stop shop for all your IT needs.
- Utilize ServiceNow API’s to perform integrations with 3rd party applications and also automate the ticket creation process as applicable.
- Restore service after an unplanned interruption by investigating the root cause of an incident or escalating it to a major incident to quickly resolve critical service disruptions. ITOM CMDB is a must have for this scenario.
- Improvement in mean time to respond (MTTR) for all Incidents. Reduce incident response times and improve the mean time to restore service (MTRS) for all Incidents.
- ServiceNow supports a subset of the standard functionality on smartphones and similar devices, allowing mobile users to remotely access their ServiceNow instances to perform common tasks. This improves the ITSM processes and increase the level of accessibility for all our customers.
- Reporting. Building Reports need unnecessary scripting unless you have activated paid plugins performance analytics.
- Some of the API's which comes with ServiceNow support.
- Ease of deployment. Migrating from one instance to another. Loading Data.
- Options to customize, fewer overheads managing the application platform as a service. No hardware/database cost.
- Dashboards for management to track SLA's and service impact in the event of a major incident.
- Embrace ITIL best practices across the organization.
- Various modules within ServiceNow integrate very well with each other.
ServiceNow provides many options compared to CA ServiceDesk which we were using. Basic customization (Forms, Business rules, Workflow, etc.) is much easier compared to CA ServiceDesk. Dashboards, the ability to create widgets with ease. End Users are more at ease using ServiceNow. Better aligned to ITIL Best Practices. Easy to Load Data and migrate from one instance to another. The application comes with version control to revert to an older version.
ServiceNow IT Service Management Feature Ratings
Using ServiceNow
200 - IT Service Management, Operations Management, Customer Service Management, Project Management, Contract and Vendor Management.
4 - ITSM Skills, ITIL Knowledge, Knowledge of Enterprise System Management, Monitoring, Java Scripting.
- Incident Management and Root Cause Analysis
- Service Catalog, Request Fulfillment
- Integration with Monitoring Tools Orion and Splunk
- CMDB to improve MTTR (Mean Time to Resolve) and MTRS (Mean Time to Restore Service)
- Incident Maps and Dashboards for Management to track SLA's
- Integrate with SharePoint, SCCM.
- Build custom applications on ServiceNow platform based on organization requests. Build Custom App for HR
- Inventory Management. Scan asset based on barcode information and import data directly into Service Now as a CI.
Evaluating ServiceNow and Competitors
Yes - CA Service Desk Manager. More functionality available in ServiceNow.
- Price
- Product Features
- Product Usability
- Product Reputation
- Vendor Reputation
More functionality to support our Key Business processes. Embrace ITIL best practices to benefit the organization.
Stand up the instance, perform guided setup and then work with Service Providers for additional professional services.
ServiceNow Implementation
- Implemented in-house
Yes - ITSM
Incident Management, Request Management, Knowledge Management
Change Management,
Asset Management
Procurement Management
ITOM
Incident Management, Request Management, Knowledge Management
Change Management,
Asset Management
Procurement Management
ITOM
Change management was a minor issue with the implementation - Iterative and Agile Approach is the way to Implement.
- Setting up ITOM, MidServer configuration and access needed to get pass the Firewall.
ServiceNow Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Immediate help available Support cares about my success | None |
During an Upgrade from a Prior Release.
Using ServiceNow
Pros | Cons |
---|---|
Like to use Easy to use Well integrated Consistent Quick to learn Feel confident using | Requires technical support Lots to learn |
- Customization to meet Business requirements
- Dashboards
- Moving from one instance to another
- Reporting
Yes - Works Good.