Servicenow, value for money
June 20, 2022
Servicenow, value for money

Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceNow Orchestration
ServiceNow Orchestration was used before with the ITSM tool only, last year we were using the full CSM license. This gave our customers, and also us, more usability. F.e. we were able to assign multiple incidents to a problem, but also link a change to that same problem. By using CSM, your customers have a single case number as a reference to a problem with multiple incidents and/or (a) change(s). We want to give our customer a single portal and 'click his way through his records'.
Pros
- Linking multipe records (Knowledge Items, Problem, change,. CI) to a single incident
- A customers 'super" user has access to all cases that are filled by them.
- When a change is filed and you link to the CI involved. You get an overview of all CI that depends on the involved CI.
Cons
- GUI for customers can be improved
- Workflow designer has hick ups now and then
- pricing, but if the tool meets your requirements. Do not hesita to use it. (negative)
- Employees have more grip on their workload (positive)
- Good reporting possibilties
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?
Yes
Would you buy ServiceNow Orchestration again?
Yes
ServiceNow Orchestration Feature Ratings
Using ServiceNow Orchestration
40 - Support Engineers
License managers
ITIL / ISM proces managers
License managers
ITIL / ISM proces managers
Comments
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