ServiceNow: Service desk solution across multiple departments and business processes
February 09, 2020

ServiceNow: Service desk solution across multiple departments and business processes

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

Overall Satisfaction with ServiceNow Now Platform

Originally, we purchased the ServiceNow solution as a replacement to our help desk ticketing solution. With growth in public presence and large projects on the horizon, we were looking for more of a service desk solution to replace the previous ticketing system. We implemented first as just a help desk ticket system. Once we got users into the habits of entering tickets and being familiar with the interface, we slowly started to look at other departments (besides IT), as well as business processes that would benefit from ServiceNow. We've now added 9 additional departments and addressed over 20 separate business processes that were antiquated and rolled them into ServiceNow. With each success comes additional user buy-in, as well as exposure and confidence in the product. This has really helped us as an IT Department, not only in getting better reporting, incident and problem response, but also on the customer service side of the equation. Customers are more confident that their needs will be addressed, more responsive in communications, and more willing to collaborate on IT-related projects and requests.


  • Incident response, change management, asset management, and problem management.
  • User communication, availability, ease of use, and user adoption.


  • Menus can sometimes be confusing to navigate, unless paired down or customized.
  • More flexibility needed for templates/home pages and graphics placement for company branding.
  • User adoption. Prior to ServiceNow, tracking IT Requests was near impossible.
  • Inter-departmental collaboration: ALL departments, and managers have now "bought-in" and push the platform.
In the past, I've used Remedy and the organization was using Spiceworks for years. I was so used to those platforms that when we started the search, I was honestly, completely biased towards those two. After comparing features side by side, going through user trials and watching customers interact with the interface, and the ease of use and adoption, it was clear that even against my biased opinion, ServiceNow was the clear winner.

During our trials we compared:
During the deployment and implementation phase of the project, ServiceNow experts were easy to reach, friendly and helpful at every step. As we've moved through the various stages of the project, we've used customization services and well as incident resolution with great success. The communication is always rapid, precise and courteous. We've never felt like the level of service changed from during the sales or "honeymoon" stage to our continued use. We are very impressed with the level of customer service and support that they continually provide.

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Absolutely perfect for IT-related incident, problem, and change management. We've expanded this to departments such as Facilities and Risk. Users now enter facilities, buildings, and security requests, and those items are tracked and reported, whereas before it was all spreadsheets and documents. We've yet to get it to fit correctly in our organization as a project tracking tool. We handle project requests and the beginnings of tasks and projects, but have yet to make it fit organizationally as a full project suite. There is still a lot of work to do on that front as far as our part goes, but out of the box it doesn't fit perfectly.


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