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ServiceNow Now Platform - complete solution for Change, Asset & Incident Management
April 07, 2022

ServiceNow Now Platform - complete solution for Change, Asset & Incident Management

Ramprasad Rangachary, PMP® | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceNow Now Platform

We use ServiceNow Now Platform for IT Service & IT Operations Management primarily. We have a variety of products that we offer to our customers in the form of Software as a Service (SaaS) and Product as a Service (PaaS) model. This essentially means we have different releases, hotfixes, consultancy based adhoc enhancements that needs to be pushed to various environments for variety of reasons. ServiceNow tremendously helps us record & track these changes using customized workflows that perfectly aligns with our needs. Incident Management is another big area that we track and report using ServiceNow. Needless to say ServiceNow has become a very integral part of the organization's workflow.
  • Change Management
  • Incident Management
  • Asset Management
  • We use ServiceNow for a wide variety of tasks within the organization and we currently do not see any shortfall. Quite happy with the frequent updates that is made to the platform.
  • Incident recording and tracking helps keep a tab on the ongoing incident and ability to report back using the data tracked is a huge plus.
  • Daily, Weekly, Monthly, Yearly & custom reporting across all aspects of ServiceNow is super helpful. Needless to say the report builder remove the hassles of using expensive external tools for reporting purposes.
This solution is a one-stop shop for all aspects around IT Service Management, IT Operations Management, Governance & Risk Compliance, Asset Management (IT Assets), HR Service Delivery (onboarding, offboarding, etc.), Customer Service Management, etc. With the implementation of ServiceNow, we have moved away from other 3rd party tools (Zoho) we were using in various capacity to accomplish some of the tasks indicated above.

Do you think ServiceNow Now Platform delivers good value for the price?

Yes

Are you happy with ServiceNow Now Platform's feature set?

Yes

Did ServiceNow Now Platform live up to sales and marketing promises?

Yes

Did implementation of ServiceNow Now Platform go as expected?

Yes

Would you buy ServiceNow Now Platform again?

Yes

Ability to define custom workflows makes it easy for users to submit requests, go through multi-tier approval matrix, tracking, SLA/KPI based reporting making it easy for future planning and course corrections. Frequent updates on the platform irons out existing issues and improves overall platform seamlessly. Needless to say addition of new features makes overall productivity better.
I did the initial due-diligence in terms of evaluating the product for its features/functionalities. I was not involved in the contract negotiation or billing.
Change Management is one area - here we can define custom workflows which makes it easy for users to submit change requests, go through multi-tier approval matrix, change tracking, SLA/KPI based reporting around Change TAT (turnaround time) makes it easy for future planning and course corrections.Incident Management and tracking is another area which ServiceNow handles very well.