Kansas State University went from a Remedy system (which was much hated, and had largely declined to only being used for helpdesk/identity management interaction.) to Service Now, where its being forced into more and more areas as I type this....:)
Right now the biggest complain is that it isn't RT and its too web-centric. Because basically we just get an email that something has been assigned or updated....but we have to click a link to see what's going on. The helpdesk likes the one word description for the "short description field". And, they don't seem to care if its the wrong one-word description sometimes. But, that's probably more the users and the people doing the implementation work. Than those of us that have to respond to the incidents, problems, or requests. It is to the point now where they have changed some of the common address points to go directly to servicenow.... points such as 'helpdesk' or 'webmaster'. Yet there are people that think that there's still time to decide if this is really what we want to adopt as our solution, despite having crossed the threshold of where we only had a hundred licenses to where all 35,000+ active eids can (student,faculty,staff) can log into it....and possibly expanding to future/admitted/former student groups. And, not just because of the pain of handling requests from these groups where they are using yahoo, hotmail accounts, and that we seem to have been on hotmail's block list continuously since the start of this semester.... And, our Remedy administrator/developer took early retirement last year. I suppose we're at the point where its taken over though....nobody seems to be using our RT system anymore. ----- Original Message ----- 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 _______________________________________________ Tech mailing list [email protected] https://lists.lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/ -- Who: Lawrence K. Chen, P.Eng. - W0LKC - Senior Unix Systems Administrator For: Enterprise Server Technologies (EST) -- & SafeZone Ally Snail: Computing and Telecommunications Services (CTS) Kansas State University, 109 East Stadium, Manhattan, KS 66506-3102 Phone: (785) 532-4916 - Fax: (785) 532-3515 - Email: [email protected] Web: http://www-personal.ksu.edu/~lkchen - Where: 11 Hale Library
_______________________________________________ Tech mailing list [email protected] https://lists.lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/
