Item: ServiceNow Now Platform
Rating: 8
Author: Verified User

Overall Satisfaction with ServiceNow Now Platform

Use Cases and Deployment Scope

We use ServiceNow platform in our organization to monitor, track and resolve IT technical issues reported by our employees. It helps address techincal issues using a ticketing system. If an employee reports a tech issue, I create a ticket with all the relavant information such as Emp name, Emp id, Description of the Issue, Priority etc. Then these issues are resolved.

Pros and Cons

Pros

It helps put manage the request really well. It is easier to create a request, track the request and manage the request. It doesn't get lost into a pile of requests.
We've already pre-setted some settings into our ServiceNow. So it automatically assigns the level of urgency and mentions on the ticke if its a high or low priority request.
I really like the ServiceNow dashboards. They ate setup in a really nice way. The dashboards show the real time data aswell as old data incase if we need to see if there is a pattetn in the request or to fix any recurring issue.

Cons

I think the only thing that is needed to be improve is the user experience when it comes to the employees. The IT team is ok navigating everything but the employees from different departments find it a little complex to submit and track requests.

Return on Investment

The biggest positive impact ServiceNow has made to our organization is reduced IT support cost. When we didn't use ServiceNow, we needed a bigger support team. Now we don't need as many support employees.
The other positive impact that I've noticed is faster solutions to any problems. ServiceNow makes very easy to resolve IT issues, in a efficient way. The tickets are organized in a way that the higher priority tickets get worked on quicker.
The dashboard has also made the job easy to find a recurring problem from its core and fixing it forever so that we don't repeatedly get the same issues again and again

Usability

I would have given 10 as an IT professional as ServiceNow makes the job very easy. But the only reason I gave 8 is that many non IT employees of my organization have hard time using and learning the technicailty of ServiceNow. They find it a little difficult to navigate when sending a request.

Alternatives Considered

Freshservice

I've used Freshservice which is very similar to ServiceNow. I can definitely say ServiceNow performs better in a larger environment. Freshservice is usually used in smaller organization or less complx environment. Plus the ServiceNow reporting and dashboard features are more accurate than Freshservice. ServiceNow is a bit costly but gives way more features that really helps my organization.

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?

Yes

Would you buy ServiceNow Now Platform again?

Yes

Other Software Used

Freshservice, CRM and Deals for Zendesk, AnyDesk

Likelihood to Recommend

It works great in a IT Management or IT help desk environment. I've seen many organizations using ServiceNow in these set-ups. It will also work good in a customer service environment/call center for customer interactions and calls. ServiceNow doesn't fit well in a IT project management. Developers don't like to use it as it is just too complex and a little slow to track other IT projects.

Comments

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