Hi Matt,
At {recent huge pharma client}, we switched from Remedy to Service Now,
with just under 40,000 end users worldwide. I was there during the planning
and training phase. Not that I was a big Remedy fan, but my main impression
was that the consultants and employees working on the Service Now
implementation had way too much time and money to burn, they spent a lot of
time going over how it worked, philosophically, and making cute presos,
then got blindsided when it came to actually fixing things that had been
broken in Remedy (assets not tracked, as well as some of the other advanced
tracking features of Service Now). I don't have any current feedback as to
how the implementation is going, sorry to say.
At {current huge financial client}, they've been using ServiceNow for a
while . I've seen several problems with the implementation, even early on
(I just started in October). Users aren't automatically added to even a
basic group, and even some simple parts of the system are somewhat archaic.
Instead of just displaying search results, you have to know to click on a
tiny (not really visible) arrow next to the search criteria to display
results - not particularly intuitive. Other than that, I do like some of
the more advanced functionality (actually allowing problems to be tracked
and rolled up to higher levels is a good planning/investigatory tool). I
also like that I can see items assigned to me, or to my group (once you're
in the right group) - this has already been helpful.
As far as CMDB functionality...that's what the Service Now folks are
selling/touting. Not sure how much of that you get out of the box, and how
much has to be built by hand (by your staff, or by Service Now consultants
you hire). I'd ask about that, a lot, while you're in discussions with them.
Please email me off-list for client or further specific details - I'll
answer what I can!
---Pam
On Wed, Nov 28, 2012 at 9:03 AM, Matt Disney <[email protected]> wrote:
> Anyone using ServiceNow? If so, how large is your site, how are you using
> it, and do you like it?
>
> My org is considering it to replace an aging service desk implementation.
> We're also hoping to get some CMDB functionality from it.
>
> Thanks,
> Matt
>
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