The Next Generation IT Service Management
February 08, 2019

The Next Generation IT Service Management

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

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.
Easy to customize and has many options available to tailor your needs. The application is very scalable. ITSM guided setup provides a sequence of tasks that help you configure the IT Service Management (ITSM) applications on your ServiceNow instance. Ease of moving customization from one instance to another. ServiceNow provides a developer instance which is free for developers to learn and explore the product. Ability to build your own custom app. Reporting needs some improvement.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
10
Expert directory
9
Service restoration
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
9
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change requests repository
10
Change calendar
10
Service-level management
10

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.
Supports all ITIL processes and easy to manage. Good Return on Investment for our organization.

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

ServiceNow implements its solutions for customers using the Start Now Implementation Methodology. The StartNow (STrategicAlignment and drive Rapid Transformation) Implementation Methodology include five deployment stages Plan, Discover, Prepare, Deploy, and Operate. Follow these steps for smooth implementation.
Yes - ITSM
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

Excellent Support and Fast Response.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support cares about my success
None

Using ServiceNow

Easy to Use and plenty of Options to support your business processes. Very good documentation available.
ProsCons
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