Complete solution for IT service management

The platform is provided as a SaaS solution and support from the vendor has been good. There are regular software releases with bug fixes, new features and enhancements, and furthermore we are given the opportunity to fully test these before rolling these new releases out into the production environment to minimise the risk of business disruption.

As a regular user of the ServiceNow platform, including the incident management, change management and enterprise application management modules, I find that I am able to competently use the platform with minimal training and assistance. User guides are available from the vendor if required. The customisable front-end that we use in the organisation as an ordering tool for internal IT services is very easy to use, and makes searching for the required IT service simple for business users.

Specific scenarios include where an organisation is looking to implement a platform to handle all of their IT service management processes including change management, problem management, incident management, configuration management etc. It can also be used alongside a customisable front-end to provide end-user services, for example, a service catalogue to enable users to order specific IT services internally.