ServiceNow - a Great choice for ITSM for any sized company
February 13, 2019

ServiceNow - a Great choice for ITSM for any sized company

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceNow

ServiceNow is in use across our entire enterprise. It is the one location for Incident Management, IT Procurement, Problem Management, and System Access and Change Control. This allows Tickets to be routed to the owners for approval and for completion. Reporting is completed from one system and allows for the streamlining of processes.
  • Incident Management -- Calls to Incidents to Problems for tracking of issues.
  • Reporting -- very intuitive User interface to create reports, dashboards, and other metrics.
  • Ease of Integration -- Has many API's exposed to integrate with other systems.
  • Complex reporting requires data extracts.
  • Initial Setup (Lookup Data - Groupings and Categories/subcategories) must be done correctly or it can impact your ability to expand in the future.
  • Creating of users and user groups must be thought out and you must understand specifically what roles and tasks are to be completed in ServiceNow.
  • Upgrades are usually smooth, but can be tricky if you have custom workflows created. Thorough Testing is always advised.
  • ServiceNow is fairly intuitive to use, but for more complicated development and enhancements, training or hiring of experienced resources is required.
  • Centralizing several functions within the application allowed our company to save the expense of running multiple tools to complete the same business processes.
Other products did not have the needed functions. Pricing was also very advantageous with ServiceNow. The industry needs in this area are constantly evolving, so it is important to choose a tool that allows for the integration, workflows, and customer experience required. ServiceNow has the features and needed capabilities to integrate with external systems providing a great user experience.
ServiceNow is great for any size company. Due to Cloud Deployment Options, it is quick and easy to deploy. If you are looking to create custom flows and work products, you will need either an in-house owner or contract with a company to support it for you. It is a very strong tool, but you must be willing to hire the talent to use the tool to its utmost capability.

ServiceNow IT Service Management Feature Ratings

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