Item: ServiceNow Orchestration
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

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 and Cons

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.

GUI for customers can be improved
Workflow designer has hick ups now and then

Return on Investment

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

Alternatives Considered

TOPdesk

Reporting, selections of Servicenow is much better than TOPdesk.
Complex workflows can be build
CI's and their dependencies are simple to configure

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?

Yes

Would you buy ServiceNow Orchestration again?

Yes

Other Software Used

TOPdesk, Microsoft Dynamics 365

Likelihood to Recommend

Servicenow should be particulary used by large companies, or companies that have a lot of large customers. But be aware to have a look at your own demands.

If your a company that is not bigger than 250 employees, you should have a look at other ITSM tools.

Users and Roles

40 - Support Engineers
License managers
ITIL / ISM proces managers

Servicenow, value for money

Overall Satisfaction with ServiceNow Orchestration