Powerful solution to manage IT Operations lifecycle
July 23, 2019

Powerful solution to manage IT Operations lifecycle

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ServiceNow

We use ServiceNow extensively in the organization for Incident Management, Change management, Application Life-cycle management, Knowledgebase, and Content Management. It is the key system to control and support our IT operations globally.
  • Incident Management. Very robust and extensive solution, very easy to extend globally.
  • Application Management: We have our own custom developed SNOW module to manage Business apps that will be replaced with the upcoming migration to Madrid.
  • Change Management: Great way to keep control of any and all changes to production systems.
  • Limited Power-user Dev Tools for Forms: It would be great to offer a no-code alternative to Power Users to create forms and workflows, similar to what Infopath offered. We are using SNOW forms but each initiative requires a dedicated Dev team to develop.
  • JIRA Integration: We'd like to have a more flexible way to interface and promote Incidents in SNOW to Stories in JIRA.
  • Assignment Groups are difficult to manage and require a complex IT process to be done.
  • The main benefit is standardization.
  • Scalability.
  • Service Availability.
  • Change Controls.
  • Compliance Controls.
SNOW provides a single platform to support multiple use cases with a strong Incident Management solution, extensible Knowledgebase, and powerful content management. There are not many products with the same scalability and robustness.
Microsoft Power BI, Microsoft Office 365, JIRA Software, Microsoft Teams, IBM Cognos Planning, BlueJeans, OneNote, OneDrive, Box, Slack, Camtasia, Snagit, Microsoft SQL Server, Microsoft Visio
SNOW is great for Service Desk activities (Incidents, requests, etc). It is very scalable and robust, allowing proper segregation of duties and controls (ITIL type).

In my opinion the forms and workflow offering is limited as it requires a dedicated and expert dev team. Simple business processes are more challenging to be automated using SNOW as it is harder to identify an ROI.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
8
Service restoration
Not Rated
Self-service tools
6
Subscription-based notifications
5
ITSM collaboration and documentation
6
ITSM reports and dashboards
5
Configuration mangement
7
Asset management dashboard
6
Policy and contract enforcement
5
Change requests repository
7
Change calendar
5
Service-level management
5