ServiceNow for All

We have many levels of interaction with ServiceNow. The first line of support sometimes is not equipped to resolve more complex issues, but the escalation process is clearly defined and followed with limited friction. Our account team is very responsive and willing to brainstorm ideas to improve and increase usage. We also have direct interaction with product teams to see previews of new features and at times to provide input to influence implementation details.

Easy to use User Interface. Very simple to use forms and views of data. Everything is configurable by the end-user providing maximum flexibility for each user to manipulate views and data. Intuitive query/filtering of data provides intuitive views and reports. Performance Analytics, Virtual Agent, and Agent Intelligence are added on that provide exceptional value to our more complex implementations.

Our base managed service MSA is very clear and focused on our use of ITSM (ITIL role license). Other parts of the platform use some sort of transaction count licensing. This type of pricing does not work for an implementation of our scale.

ServiceNow has the ability to create custom metrics to track user activity to ensure you are able to create comprehensive reports. This becomes vitally important when you want to track a previous and current value in a field to show transition. ServiceNow has significant messaging around citizen developers or low code development. We continue to struggle with how this would work in a larger enterprise where we have very strict application lifecycle management.