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

Overall Satisfaction with ServiceNow IT Service Management

Use Cases and Deployment Scope

We use ServiceNow ITSM mostly as a ticketing tool to centralize our issues/incidents. Before this, we used a shared mailbox, which was incredibly difficult for us to keep track of the big picture. We have about 300 employees and are growing, so the tickets were getting too much for a simple shared mailbox. Dashboards and SLA are now very important for us.

Pros and Cons

Pros

Automatic categorization of tickets.
Pausing of SLA (a lot of other tools I used do not have this simple waiting for customer feature).
Automatic escalating of tickets.

Cons

The initial learning curve was a bit steep for me. Took a while to get used to the platform/tool.
Regular users (non-IT) needed some training on how to use it. So we wrote a short guide.
Very advanced solution that might be too much for a smaller company. Needs a lot of tweaks to simplify if you don't need that much.

Return on Investment

We were able to hire more people because we could show how much time was being spent on each ticket. Which ones were problems/recurring as well?
We make frequent use of the assets, and many fewer are lost or stolen because they are easier to track down now.
Looking at the reporting, we can see a dramatic increase in the first response time to a ticket and the number of tickets resolved in an hour by at least 30% since the first month we started using it.

Usability

It has helped us a lot, and after some training and getting to know the product, we are quite comfortable with it and feel much more capable of understanding what's going on in our IT environment. The only reason it doesn't get a perfect score from me is that there is a learning curve for both end users and IT admins using ServiceNow. Once you customize the UI and remove unnecessary fields. You are left with a very clean product that does what it needs to and does it well.

Alternatives Considered

Freshservice, TOPdesk and Cherwell Service Management (discontinued)

Having used other ticketing/asset tools in the past with other companies. This time, we opted for ServiceNow, primarily because of the company's scale. Once you start hiring a lot of employees, you need a robust tool with some maturity. We wanted to split the IT team into back-office and front-office teams. We needed proper permissions and auto-escalation. Also, approval flows for certain requests (mostly hardware and file access requests). All of this is part of the standard ServiceNow package. Some of the cheaper alternatives we felt were more suited for very small businesses or teams.

Key Insights

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

Yes

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

Yes

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

Yes

Did implementation of ServiceNow IT Service Management go as expected?

Yes

Would you buy ServiceNow IT Service Management again?

Yes

Other Software Used

Likelihood to Recommend

In terms of reporting, it has helped us a lot. Very easy to find an audit trail of who did what, when, and how long. It used to take us too long to figure out what was going wrong, and now we have clear monitoring on everything. The splitting of our smaller IT team into a larger one with 2 teams was also made easier with the auto-assignment, categorization, and escalation features. Approval processes take less time now. We have clear permissions set up for the manager and both teams.

ServiceNow IT Service Management Feature Ratings

Comments

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ServiceNow ITSM perfect for growing businesses.

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