I evaluated ServiceNow as the next generation Cloud ITSM for my company and implemented the platform since its Dublin release. The major features that ServiceNow has comparing to similar products in the market are:
1. Simplicity of set up
2. Ease of use for IT professionals
3. Ease of use for business users
4. Ability to add custom fields (attributes) to tables without any impact on release upgrades
5. Ability to create and deploy ServiceNow apps internally for business use quickly
6. A single ITSM, IT Compliance, and Information Security platform with integrated reports
7. The CMDB is simple and easy to use
8. Very low learning curve
Despite the strenghs, ServiceNow has certain drawbacks. They are:
1. Dynamic (auto-refreshing) of the CMDB could produce dupliate copies of the configuration item if there is a slight change
2. Subscription tier is not business friendly. IT users have full access while business users have very limited access.
3. Subscription fee is the most expensive for the product in its class
4. Attachments to the Change Management ticket can be deleted after approval, although attachment is locked after the ticket is closed
We learned the following lessons during the deploymemt:
Limit custom Java scripting as they can slow down the performance. ServiceNow is vanila and deceptively simple without the flashing graphic. However, it is designed that way to simplify user experience. While additional graphics can be added and functionalities can be extended via Java scriptings, such practice will affect both performance and upgradability.
Our company was looking to replace an aging ITSM implemented in the mid 1990s with the next generation ITSM. After 10 months of product evaluations based on Gartner's magic quadrant, we selected ServiceNow based on the head-to-head POC. We implemented ServiceNow (Dublin release) with IT Change Management, Incident Management, Problem Management, CMDB, Knowledge Management, Service Catalog, Asset Management, and Regulatory Compliance Management. The implemented was done in just 5 months for a large enterprise deployment.