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Sr. Software Engineer at a healthcare company with 1,001-5,000 employees
Real User
Top 20Leaderboard
They manage their support based on our needs and focus on specific modules within the platform
Pros and Cons
  • "CDW applies agile principles and scrum. It also helps out in terms of setting up the right priorities for the entire organization, helping us to understand the best practices on our requests to correctly accommodate certain enhancements and the delivery of work from our development team or their administrators."
  • "When we want to contract them for projects outside of their MSP contract, there is room for improvement. They could be better at: Understanding our current state of things. Providing more guidance in terms of best practices for general implementation. Their on-demand project teams need to do a better job in terms of delivering work, providing expertise, and understanding our current state."

What is our primary use case?

We were looking to address our backlog. There was a very large backlog for requests, changes, and problems. We did not have a good prioritization process as well since we are really short-staffed, which was not effective at all. We also brought them in to apply scrum and agile methodologies. They worked and partnered with us to figure out what we wanted to do in terms of prioritization, so we could ramp up work and have expertise in the tool.

There are three main large-scale applications that we use CDW ServiceNow Solutions for:

  1. IT service management (ITSM).
  2. IT Business Management (ITBM), which is all about managing demands and projects at a large scale.
  3. Human Resource Service Delivery (HRSD).

How has it helped my organization?

I would assess and value CDW Service Now as high in terms of their expertise when it comes to our organization’s full stack of technologies and how they integrate with ServiceNow. CDW is well-versed in how things talk together. They understand how different ServiceNow stacks need to communicate with our organization.

CDW ServiceNow Solutions is very key and instrumental for our HRSD. They are on time in terms of delivering and working on integration points, e.g., integrating HRSD within ServiceNow with external systems in order to have enough information in the platform coming from the other system and vice versa. 

Within our ITBM, CDW ServiceNow Solutions facilitates and enables project forecasts, demand forecasts, program forecasts, and resource management.

Overall, they continue to provide value. We are growing internally, utilizing ServiceNow more in terms of running our projects in a more agile fashion. I'm not talking specifically about ServiceNow projects. I am talking about enabling the platform so our internal organization's projects are being executed and tracked within ServiceNow using a Scaled Agile Framework (SAFe). The expectation is that we will grow with them as well as grow in maturity with them.

What is most valuable?

The most valuable features are their delivery of enhancers and guidance for their practices in general.

CDW applies agile principles and scrum. It also helps out in terms of setting up the right priorities for the entire organization, helping us to understand the best practices on our requests to correctly accommodate certain enhancements and the delivery of work from our development team or their administrators.

What needs improvement?

We rolled out with CDW as our MSP and their general MSP support is good. They are the ones responsible for our monthly enhancements. They have a development team working with us. They are very good in this area. When we want to contract them for projects outside of their MSP contract, there is room for improvement. They could be better at:

  • Understanding our current state of things. 
  • Providing more guidance in terms of best practices for general implementation.

Their on-demand project teams need to do a better job in terms of delivering work, providing expertise, and understanding our current state.

For how long have I used the solution?

We have been with them for about three years.

How are customer service and support?

CDW is doing pretty well in terms of expertise. If I were to rate them on a scale of one to 10, I would give them a nine, because they have a very high level of expertise. They manage their support based on our needs and focus on specific modules within the platform. This makes it quite flexible for us. They are able to pull out specific resources, if needed, in order to deliver work to us.

I like the fact that CDW works in a similar time zone. In other words, they work in the United States, like we do. We don't have issues like we have had with suppliers or vendors where part of their staff is overseas, e.g., India has an 11 to 11.5 hour time difference that delays work. Because of this, CDW's delivery and throughput are much better than we had before.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

Previously, we had engaged with KPMG for seamless support. 

We established a contract with them in order for them to support and maintain our ServiceNow platform. They are our managed service provider (MSP). So, they are responsible for the maintenance and enhancements of our ServiceNow instance through our company.

I would assess them as very high when it comes to ServiceNow best practices. We had another prior vendor, and in comparison, I think CDW is top of the line. If I were to rate them on a scale of one to 10, I would give them a nine.

How was the initial setup?

When CDW came in, ServiceNow was already up and running. After that, they did provide us with a better way going forward to enhance project implementation, including upgrades. So, they have been the ones who have been driving our upgrades. In terms of upgrade implementation, they have been very instrumental in the process and very successful.

My manager was more involved with the initial engagement, but I helped him out. The initial engagement took two to three months to get things up and running.

The initial engagement was only for our internal platform team per, my own manager and myself, who were trying to go through a number of things that we support. After that, it was based on scheduling and interviewing different areas, like product owners, because ServiceNow has many products underneath applications. So, we needed to understand the process, document them, and have them on all our sites. Thankfully, this was before COVID, where we could have an on-site interview and face-to-face conversations with the same folks. That took awhile. In the end, we have about 20 modules with ServiceNow.

Within two months, they were already operating with us. However, in the last month, we had these intervals during the last month where we were running parallel work and weaning off our previous MSP (KPMG). So, the last month was our transition period. 

Also, this was towards the end of the year, November to December into January or February. Things are slowly generated during this time, especially by the second to third week of December. 

What about the implementation team?

When we rolled out with them, we had a number of sessions. They assessed: 

  • What was our current state? 
  • What was our process? 
  • Who were our key players? 
  • How did we ingest work? 
  • How did we escalate issues?
  • If we had too many issues operationally, what was the flow that we followed?

The outcome was great. They also came back when we were moving and going from another MSP (KPMG) to CDW ServiceNow Solutions. The entire transition went smoothly. Overall, our key stakeholders were very pleased because there was no disruption in support. Support and throughput have been improving, so the implementation was successful.

They may provide some pushback when we ask for something, such as, "This might not be the right time," or "There may be a better solution." We expect this level of expertise from them. We do not want them to be just note or order takers. We want them to present us with challenges, when needed or applicable, on the ways things might be accomplished.

What's my experience with pricing, setup cost, and licensing?

Pricing-wise, they are pretty standard for the market. They provide a good value for their pricing.

Which other solutions did I evaluate?

My manager was still looking at KPMG because he wanted to try and bump up their level of support. We also looked at Linium (Cognizant ServiceNow Services).

What other advice do I have?

I would rate this solution as a nine out of 10.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.