Servicenow, value for money
Rating: 9 out of 10
IncentivizedUse 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
- 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
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.
If your a company that is not bigger than 250 employees, you should have a look at other ITSM tools.
Vetted Review
2 years of experience