ServiceNow Now Platform Reviews

The primary engagements I have been working on with ServiceNow are for their internal incident management and change management. Additionally, I have worked on ServiceNow for their HR systems and procurement processes, managing requests between departments or different entities for procurement-related requests, and also handling internal HR functions such as onboarding of employees, benefit plans, and mentorship programs using the HR module on ServiceNow.

There have been significant improvements in operational efficiency with ServiceNow. Every two years, they release new updates that bring major upgrades to the platform. For example, a server provisioning process that previously took five days has been reduced to one and a half days with the help of IT operations management and request management integration, leading to effective time reduction.

We use ServiceNow Now Platform primarily for ITSM support and now recently we have started using their financial services product for insurance.

What I appreciate best about ServiceNow Now Platform is that they are self-sufficient. They have a good ecosystem built around it. They integrate with a lot of standard partners, which is a great thing to talk about.

Another feature I appreciate is their ability to provide many out-of-the-box features we can use without customizing too many things. These are the two main things that give us an advantage for using and continuing to move forward with it.

I use the solution in my company for ticket management.

The most valuable features of the solution are that it is highly configurable and compatible with other endpoints, so it is easy to review.

Regarding my favorite features of the solution, I would say that my company has taken the base ServiceNow and customized it a lot. I was not part of the development team, but as an endpoint's end user, I have used it. If you ask me about my favorite features, some features came in after our developer team developed them, so we use them as a SOAR tool. We are using ServiceNow as an orchestration platform where, if you take a security alert, all the artifacts that we collect will be enriched with the ServiceNow Now Platform.

The ServiceNow Now Platform is a single platform used by various teams, harmonizing the ways of working across different teams.

The ServiceNow Now Platform is powerful because it allows for seamless integration and sharing of common features. I can access various features from a single point, enhancing efficiency and usability. Its capability to integrate different user features while maintaining full integration is a significant strength of the platform.

ServiceNow has evolved beyond just a service desk. They offer configurable workflows that are applicable to multiple parts of the business, putting them closer to something like Salesforce Lightning, where many custom solutions can be built. 

We use it for workflow management within certain business functions, and some customers use it across their operations and engineering lifecycles. It's a pretty good tool.

ServiceNow Now Platform improved our incident response times. Earlier, the service desk team would catch and dispatch incidents from ServiceNow to various resolver groups.

We needed a lot of follow-up outside the platform to get issues resolved. With customizable workflows for different business functions, we track incidents entirely on the Now Platform (assuming workflows are well configured). 

This leads to a 25-35% improvement in process flow. Plus, having multiple departments on the platform gives us a single view of where we need to optimize.

For now, most of the clients come up with the requirement for catalogs. Based on those catalogs, we do some integration if needed. If not, then we'll give them the catalog with the tables. 

Other than that, we do discovery for the clients. If they want the asset to be located on the ServiceNow instance, we handle that as well. 

There are modules and processes available in ServiceNow, like HRSD, GRC, and other modules, which we implement for clients.

If we build a solution from the ground up, it incurs high costs, and the lack of a proper process can also lead to inefficiencies. ServiceNow provides a robust solution that saves time and allows quick implementation without delays, ultimately reducing costs in the long term.

We utilize the Now Platform for ITSM-related modules such as incident management, problem management, CMDB, and HAM. These modules are typically deployed at the majority of our customer locations. Customers generally view the Now Platform from an IT infrastructure management perspective. A few of our telecom customers have also extended their platform use. Telecom companies use the CSM module to manage customer-related incidents and queries.