Not sure if any of the "ITSM Independent Consultants" on ARSList were interviewed for this article, but it's a recommended read for those considering ServiceNow.
ServiceNow: Disaffected Customers Mark The Peak Of Its Hype Cycle http://seekingalpha.com/article/1101901-servicenow-disaffected-customers-mark-the-peak-of-its-hype-cycle For example: "I was so hopeful about Service-Now when we brought it in, after replacing BMC's Remedy, but I now wish we would have just kept Remedy [emphasis added]. They just aren't ready to handle organizations like ours. We are a multi-hospital system and have about 200 concurrent users in the system and the latency is unbelievably slow. We've worked with their tech support for many hours over multiple weeks and [are] just not getting anywhere." - Grace Beckett -David J. Easter Manager of Product Management, AR System BSM & Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Thursday, January 10, 2013 5:36 PM To: arslist@ARSLIST.ORG Subject: Re: ServiceNow as SRM replacement? ServiceNow is an offsite hosted solution to the best of my knowledge, so if your solution is hosted onsite, I see a few problems there. One of the reasons you want your solution hosted onsite is to be able to maintain it at your schedule and not someone else's. Also you do not want someone else to be giving you terms and conditions of how you need to run your business in order to use the solution. Also I heard from someone I knew, that ServiceNow just doesn't quite measure up to Remedy as far as customization and flexibility is concerned. They used to be a Remedy shop and moved to ServiceNow to lower their costs (as ServiceNow is way cheaper). Not all of the users are happy with that given that they do not even see the right results on their consoles when they do a out of the box search to view their own tickets. According to this person, the list of tickets you see on consoles are flaky and they see more than they should and sometimes do not see what they should have.. And it being harder to customize, they can't do much about it but use it as is.. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Thursday, January 10, 2013 6:38 PM To: arslist@ARSLIST.ORG Subject: ServiceNow as SRM replacement? All, A little birdie was chirping the other day and I heard something about SNow having an integration or some type of implementation scenario where it is taking the place of SRM But still have AR and ITSM on the fulfillment side. I'm sure it's possible but my question to you folks is: 1. Have you done it 2. If so, what gives? How'd it go? I understand the drawbacks so we don't have to go there but feel free if you'd like :) Sent from my iPhone _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
