Item: ServiceNow Orchestration
Rating: 8
Author: Megan Baak

Use Cases and Deployment Scope

We use ServiceNow to submit, manage, and resolve technical issues within the bank. Employees can submit as many tickets as needed for various technical problems, as well as request software and hardware for their jobs. I am just a user of ServiceNow but I appreciate that I can submit a ticket and easily track the status of it and when it will be resolved.

Pros and Cons

Ticket submission.
Issue progress.
Technical issue resolving.
Email notifications.

Not super intuitive.
Duplicate Requests are missed.
Would like to have a chat function.

Return on Investment

Manage IT issues.
Log multiple tickets.
Comprehensive platform for entire bank.
Helps effectively solve hundreds of issues by prioritizing them.

Key Insights

Do you think ServiceNow Orchestration delivers good value for the price?

Yes

Are you happy with ServiceNow Orchestration's feature set?

Yes

Did ServiceNow Orchestration live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow Orchestration go as expected?

I wasn't involved with the implementation phase

Would you buy ServiceNow Orchestration again?

Yes

Other Software Used

GetFeedback, by SurveyMonkey, Microsoft Access, Microsoft Project, Google Hangouts (Classic), Microsoft Teams, Salesforce CMS, Microsoft Power BI

Likelihood to Recommend

ServiceNow has been very helpful when I have an email, phone, or computer issue. Since starting at the bank, I've needed to request various applications and software, and it is incredibly easy to do that on ServiceNow. ServiceNow ranks each ticket it receives by priority (1-5), so the IT department can easily determine what needs to be fixed asap and what can wait.

Great technology portal for IT support

Overall Satisfaction with ServiceNow Orchestration