SNOW ITSM needs simplification
February 13, 2021

SNOW ITSM needs simplification

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Software Version

Professional

Overall Satisfaction with ServiceNow IT Service Management

Being used across the organization for everything that falls under the IT portfolio. For anything that involves IT requests, for all range of IT needs, for break-fix, for problem management, for incident management, and for change management, including requests within the IT org. It serves as a one-stop-shop for all IT-related requests, break-fix, and change/problem management.
  • New requests
  • Approval flow
  • Alerting for process flows
  • Change management has a much more complex process flow as compared to others and needs improvement.
  • Filtering and searches can get better.
  • Overall, positive now.
  • Some customization after the first 3 years of implementation made things much more logical and easier.
  • The learning curve can be improved by choosing the right service provider to implement the platform.
I personally don't think SNOW itself is an issue with support. It is the support vendor who could be challenging.

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

Not sure

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

No

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

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow IT Service Management go as expected?

No

Would you buy ServiceNow IT Service Management again?

No

The platform needs a lot of improvement at various levels. Some complex process flows can easily be simplified. The GUI can be more user friendly. Features like searches, filtering need to be looked at from scratch. They are quite horrible. Even basic settings for individual contributors especially from within the IT org—they are quite complex and need simplification. If SNOW can simplify some of these, this would be a much better platform than it is today.
Some SNOW processes are simpler than the others. But overall, what SNOW ITSM lacks is out of box integration with external apps or platforms. We can do customized integrations that have their own set of challenges.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
5
Expert directory
5
Service restoration
6
Self-service tools
6
Subscription-based notifications
7
ITSM collaboration and documentation
5
ITSM reports and dashboards
5
Configuration mangement
5
Asset management dashboard
6
Policy and contract enforcement
4
Change requests repository
6
Change calendar
5
Service-level management
6