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Going from Nothing to Everything
March 23, 2018

Going from Nothing to Everything

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

Overall Satisfaction with ServiceNow Governance, Risk, and Compliance

Both my previous and current employers have implemented ServiceNow to help us to better assist our customers and staff. In networking, everyone is a customer. ServiceNow allows us to focus on improving the network by providing the leadership with insight to how the network is performing from a customers point of view. ServiceNow is used for incident management, problem management, change management, and inventory.
  • Incident management reporting has been the central focus of our organization. The knowledge base scripts provide a method for both our customer and help desk personnel to resolve issues very quickly.
  • The change management provides a central portal for leadership to be aware and discuss upcoming changes.
  • Part of the change management and incident management components is its integration with inventory. This allow us to identify systems that were affected or caused an issue in the past.
  • Quantitative trend analysis - There isn't a report that can be provided that can quickly identify a failing system.
  • Process dependencies - Some process require certain departments to be notified. Such as a new PC installation in a new office. There isn't a way for the users to identify everything that is needed, or a systematic way to build process dependent activities and notifications into the service.
  • It has overall been a positive experience. It is a win win situation for both the customers and staff. It is the central space that both staff and customers can go to find assistance.
The ease of use from a customers point of view and the integration into the current ITIL Framework implementation were the main factors for going with ServiceNow.
SharePoint Case Management System (SCMS), HP Network Management Center
ServiceNow works very well in a service oriented environment. Our environment is customer driven, nothing happens unless there is a customer need. ServiceNow provides that place for customers to report their requirements and issues. Where in some cases, we are mission centered, our goal is to provide areas where service is weak and improve them, ServiceNow lacks the functionality for us to quickly and easily identify these areas.