Item: ServiceNow IT Asset Management
Rating: 9
Author: Andrea Bardone

Use Cases and Deployment Scope

We use ServiceNow in order to manage all new requests by my customer and all problems in the actual data management. A customer could open a request on our queue, describe the needs, with a complete description, one or more attachments, and a priority. We could manage and solve the problem, or only analyze and move the request to another team/queue. We could send an update with the customer communication notes.

Pros and Cons

Manage request by different team.
Follow a workflow.
Create dashboards.

Simple search is working well. Sometime we need an advanced search.
Sometime it's quite slow. We need more responsive for first view of a ticket.
Complete export function with all data.

Most Important Features

Workflow issue management.
Report ticket for SLA management.
Email notification.

Return on Investment

Positive: manage ticket in a short time.
Positive: relationship with customer.
Negative: use two tools in order to manage internally by the team.

Alternatives Considered

Jira Service Management (Jira Service Desk)

ServiceNow guides the operator in managing the ticket. SLAs are monitored and the ticket history is more clear to analyze Jira is freer, you could lose some updates.

Key Insights

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

Yes

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow IT Asset Management go as expected?

I wasn't involved with the implementation phase

Would you buy ServiceNow IT Asset Management again?

Yes

Other Software Used

Jira Service Management (Jira Service Desk), IBM Rational ClearCase

Likelihood to Recommend

We use service now in order to manage problems by both internal business users and end customers from the call center. We appreciate the tool in these two projects. The ticket management is very easy: the workflow is clear and we have big pros using this tool. In order to manage a lot of tickets by a big team, we have to export data and manage internal status/notes from excel files. This is because there isn't an internal status and there aren't note fields only visible from the internal maintenance team

A very useful tool

Overall Satisfaction with ServiceNow IT Asset Management