Item: ServiceNow Now Platform
Rating: 8
Author: Varun Dhingra

Overall Satisfaction with ServiceNow Now Platform

Use Cases and Deployment Scope

ServiceNow Now is the internal ITSM tool used by the company to resolve day-to-day requests/incidents of all the employees. It has been modified as per the company's requirement and integrated into the one login of the company for a single sign-on.

Pros and Cons

Pros

Log service requests
Manages Incidents
Maintains a Knowledge database

Cons

Tracking of records can be done differently and in a much better way.
The basic GUI if not modified is a complex one.
Requires a lot of modification to make it easier for ones requirement.

Return on Investment

Carries detailed information which is useful in application support teams.
Tracking of tickets current situation and editing them as a user is a tricky part.
Costly as compared to other alternatives.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow Now Platform go as expected?

I wasn't involved with the implementation phase

Would you buy ServiceNow Now Platform again?

Likelihood to Recommend

Using it in the application support team is worth it as it is capable of carrying a lot of information. But using it for a Service Desk operation might not be of much use as it won't be used up to its full potential and will be costly as compared to other alternatives available in the market.

ServiceNow Now Platform Support

Support Rating

The overall support that is being provided for ServiceNow now platform has been undoubtedly phenomenal. Very pro active and readily available support.

Using ServiceNow Now Platform

Usability

It provides a lot of modification options which is wonderful for certain team usage but becomes too much of a job when it comes to the Service Desk. Also on the app support side, since too much information can be carried, it affects the GUI and makes it complex.

Comments

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