It's a very comprehensive platform. So, really, you can do anything with it that requires integration with other systems, as well as build bespoke applications on the platform itself.
It's not just limited to service management; you can actually build your own applications.
When you activate the ServiceNow platform, the core ITIL processes—incident management, problem management, change management, and others—are enabled. This means your internal processes are aligned with ITIL v4 best practices from day one.
So, while ServiceNow's service management functionality is primarily internal, you're ultimately providing a service whether it's to internal or external users.
By having those processes in place, the traceability, and features like virtual assistants that we're all used to – where we can just go in and start having a chat, and then the ability for it to pass the conversation to the actual agent, and then you can start chatting with the agent.... that all streamlines support.
The agent can also have internal discussions with other senior technical resources if they need to, all while they're looking at this issue.
Then, there's the dedicated Customer Service Management (CSM) application, which is primarily for external support in B2B or B2C scenarios. This module is all focused on end customers, how they can interact with the organization, and how the organization can provide the service. Because of the auditing and all those other reasons, the quality of service that you're providing to your customer is both monitored and maintained, and everything is audited in the system.
So that's how you improve your service by looking at your processes, looking at any stage where there might be a blockage or something taking a long time, and fixing those issues. That's what these platforms are designed to do.
It integrates very well with most systems. I have yet to come across a system that it cannot integrate with.
It's very intuitive and easy to use. The flexibility and user-friendliness of ServiceNow are key reasons it's such a popular cloud solution.
There's always room for improvement, but I think the biggest challenge with ServiceNow is the licensing model. It's not very clear and changes frequently. And it is an expensive product. So, those are the things that are lacking. The platform itself is technically excellent, but licensing and cost can be barriers.
I have been working with this product for ten years.
It's a cloud solution; scalability isn't a problem. So, it scales well aside from the licensing considerations.
The customer service and support are very good.
Positive
I have worked previously with BMC Remedy for about 10 to 15 years, deploying both on-premise and cloud solutions.
ServiceNow was designed from the ground up as a cloud solution. BMC Remedy began as on-premise software and then adapted to offer a cloud solution. Because of that, ServiceNow often has a slight edge in terms of cloud-native features.
BMC is catching up, and there's little difference in what the two platforms can do overall.
The initial setup is very straightforward. Obviously, you need to know what you're doing.
There are a lot of courses and training required to deploy a ServiceNow platform effectively. ServiceNow administrators can do a lot, but there might also be niche products, like HR for example, that require specialized understanding.
If you're going with out-of-the-box settings and just configuring your system, then you can actually deploy it as early as three months. So, the deployment time varies.
It saves money or brings profit for large enterprise organizations. For small or even medium-sized companies, the cost might be difficult to justify.
In my opinion, it is expensive. However, they do offer favorable licensing for charities, for example.
For standard commercial use, it is one of the more expensive options.
A very rough minimum might be in the range of $50,000+ per year, but that depends on many factors.
Overall, I would rate the solution a ten out of ten. It's one of the best.
I would recommend using it.
