Item: ServiceNow IT Business Management
Rating: 8
Author: Verified User

Overall Satisfaction with ServiceNow IT Business Management

Use Cases and Deployment Scope

I am working in LMS support and I am using ServiceNow IT Business Management for more than 4 years in my current organization and two years in my previous organization. ServiceNow IT Business Management is being used across the world. ServiceNow IT Business Management is my primary application on my day to day operation to support the users. ServiceNow IT Business Management performance is good, but sometimes once we close the incident if end user is replied saying thanks it will automatically re-open the incident and I don't like that. It would be great if ServiceNow IT Business Management implements some mechanism to read the closure comments and reply messages.

Pros and Cons

Pros

Creating Requests
Knowledge base article
Hassle free UI

Cons

Closure code in the incident
Tasks
Knowledge base articles

Most Important Features

Change management work flow
Dash boards
Problem

Return on Investment

Best ITSM tool
Clean UI
Deployment is easy

Alternatives Considered

It has already defined standard templates which can be used directly, thus saving time and effort. User interface is simple, easy to navigate, and highly customizable. Whenever the incident, change request has been created or modified, an automated mail is generated, so no continuous monitoring of tickets is required and which indicates that it is easy to integrate ServiceNow IT Business Management with third-party tools.

Key Insights

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

Yes

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow IT Business Management go as expected?

I wasn't involved with the implementation phase

Would you buy ServiceNow IT Business Management again?

Yes

Other Software Used

OpenText Content Suite, Tricentis Tosca, ARIS

Likelihood to Recommend

We don't need to worry about the backend infrastructure because it is a SaaS application and it is very easy to customize the business models and processes. Good option of adding products like software assets management, service management, HR management etc. An immediate tool to assign and monitor the work in progress of tasks, incidents, normal requests, and changes.

Comments

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All In Solution for Incidents, Reports, and Change Management @ ServiceNow IT Business Management

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