ServiceNow Orchestration Reviews & Insights

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'.

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.

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.

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.