Integrated Cloud ITSM Solution
July 13, 2019
Integrated Cloud ITSM Solution
Overall Satisfaction with ServiceNow
ServiceNow is used throughout the organization to perform and manage field services, professional services, and internal IT services. We manage our main ITIL processes with ServiceNow: Incident Management, Request Fulfilment, Problem Management, Change Management, Configuration Management, Service Catalog, Customer Self Service and Event Management. We are using event management with some monitoring tools.
- It's an end to end ITSM solution with a lot of add-on market. Also, AI/ML support, Analytics.
- ServiceNow CMDB is fully integrated to the ITSM side in helping the support team to relate any request, incident, problem, or change to a particular CI that registered in the CMDB.
- The back end development side is supporting java and JavaScript. It is very flexible.
- ServiceNow is serving as Saas and Paas as well.
- It also supports the integration of autoCAD as well. It's very helpful if you are currently managing weak projects.
- When using a UI action which has a script inside, it freezes the screen.
- Upgrading an instance will become quite hectic.
- The CMDB functionality is wonderful, but we have some high-cost concerns when you try to implement discovery tools for an automatic CMDB population.
- Since it is web-based, there could be some incompatibility and web page display issues on some browsers.
- We have consolidated all of our service management tools (which are, used for customers and for internal IT ) in one (ServiceNow). This has reduced the cost of managing ITSM processes.
- All Configuration Items (CI) are in one database (CMDB). So you can get a trend report, make relations between incidents and many CI's, and you can make an impact analysis for change management.
- All structures are naturally integrated: all ITSM processes are integrated, all processes are integrated with CMDB, and all things can be reported over analytics.
We have previously used HP SM on-premise. We wanted to use a cloud service and looked for different service management tools. We have looked for a service management tool that has a strong community and is at the top of the magic quadrant. It has an integrated and complete solution. It has an easy to use, flexible interface, and it's easy to update.