Great information repository if configured correctly
December 12, 2019

Great information repository if configured correctly

Maurice Samuels | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ServiceNow

ServiceNow is used to track IT hardware equipment, along with interdependencies. It is also used to track changes. It is meant to function as a central repository for all changes and all hardware equipment; along with high-level data such as an operating system and software versioning. Instead of having multiple systems of record for an accounting of hardware/software/network addressing; ServiceNow functions as the central information repository.
  • Ability to track all changes to a specific and individual item (such as a Linux server).
  • Retrieve and display interdependent items. Servers run OS' and connect to a network via addresses 1, 2, 3, etc.
  • Very difficult to onboard configuration items one by one.
  • Very difficult to remove items added by mistake. For example, once a contact number is entered for an individual resource, it is impossible to remove it.
  • Functions as a central information repository versus many different systems of record.
  • Too much functionality is not included during the initial install but requires additional costs.
Support is OK but requires too much additional cost. Since ServiceNow is not easy to configure during the initial setup; its functionality is also limited. If additional support is requested, too many additional costs are also needed. Each implementation of ServiceNow is unique in trying to find detailed data on other implementations is difficult.

Do you think ServiceNow IT Service Management delivers good value for the price?

No

Are you happy with ServiceNow IT Service Management's feature set?

No

Did ServiceNow IT Service Management live up to sales and marketing promises?

No

Did implementation of ServiceNow IT Service Management go as expected?

No

Would you buy ServiceNow IT Service Management again?

Yes

Tracing a piece of hardware like a node within a cluster of servers, to its data center and network connection is very easy if configured properly within ServiceNow. Determining what changes have been made to a configuration item, or a dependent item is very easy. This is critical to problem diagnosis, troubleshooting, and root cause analysis.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
7
Expert directory
7
Service restoration
5
Self-service tools
7
Subscription-based notifications
7
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
4
Change requests repository
7
Change calendar
7
Service-level management
7