Item: ServiceNow IT Asset Management
Rating: 10
Author: Harish Engolkar

Use Cases and Deployment Scope

ServiceNow is our ITIL-driven service management portal where we manage all our resources, activities on one hand and make use of ITIL to the best on the other hand. We use it as our inventory system maintaining the IT assets comprising of all the physical systems and the Configuration Items regarding the systems we have for our business. It's a one-stop shop for all the IT landscape integrating people to systems to resources.

Pros and Cons

Incident Management
Inventory Management
Change Management
Problem Management
Knowledge Management

One quick thing is integration to reporting platforms like MS Power BI
License levels because a normal user with an ITIL license cannot schedule reports..need another license there
Easy way to track SLA for incident Management

Most Important Features

Configuration Items
Known Errors
Knowledge Articles

Return on Investment

I am always up to date with respect to the IT landscape that I have
I always know which of my assets are expired or expiring
I get to know the lifecycle of my end to end systems

Alternatives Considered

BMC Helix ITSM (Remedy)

Remedy for one was a tool to be installed on my computer whereas ServiceNow is a web-based tool and is available to use everywhere since it's a SaaS offering. Next is reporting which you have to use formulas in remedy but you have that good UI for easy report creation

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?

Yes

Did implementation of ServiceNow IT Asset Management go as expected?

Yes

Would you buy ServiceNow IT Asset Management again?

Yes

Other Software Used

BMC Helix ITSM (Remedy), Jira Software, Dell Service Desk Outsourcing

Likelihood to Recommend

Incident Management where we can have support groups catering to the end-user community in terms of addressing issues with respect to a system. Change Management where it can be used to manage and plan and deploy changes to the systems in an organized way. Knowledge Management for any knowledge articles about system behavior and help documents pertaining to an IT system. Problem Management for understanding the root cause of the faults in the systems if any.

IT Service Management Tool Review

Overall Satisfaction with ServiceNow IT Asset Management