Item: ServiceNow IT Service Management
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

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.

Support Rating

I personally don't think SNOW itself is an issue with support. It is the support vendor who could be challenging.

Key Insights

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?

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?

Would you buy ServiceNow IT Service Management again?

Usability

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.

Likelihood to Recommend

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.

SNOW ITSM needs simplification

Software Version

Overall Satisfaction with ServiceNow IT Service Management