We were looking for a couple things.
- Basic ticket handling: When people have issues with the platform, they can put it in tickets or modules to help them get it resolved. This is basically the service desk help for ServiceNow.
- Enhancements: When we want to do modifications to the system or add anything that involves coding, we have some hours from them to do that. This is just the management of ServiceNow as well as enhancements to ServiceNow.
We have 38 modules from ServiceNow that we use within our environment. There are the ITSM modules for the ITIL stuff, incidents, problems, changes, etc. We also have the project management modules for managing our projects, tracking time, and reconciling with our financial systems. We then have the HR systems as well as our governance, risk, and compliance modules.
They provide people to support ServiceNow and code on ServiceNow. They didn't create ServiceNow, but provide us support and services for ServiceNow.
We have about 10 integrations. They maintain those integrations for us, so they are familiar with all of those, and CDW ServiceNow Solution's expertise is high when it comes to this. Their expertise is also high when it comes to best practices related to ServiceNow.