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.

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.

We have paperless warehouses. We're running many processes that are automated on that. We also have master data management processes, which are more like approval workflows. We are exploring the tool for our finance shared services processes, especially on the payment side, but we have not yet begun the journey on that. The HR processes are not on the ServiceNow Now Platform. We have a separate platform for that.

The solution is a seamless tool that can integrate with all applications.

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.

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.

I am only strong on the incident side and the core services from ServiceNow, like the SPM module incident, RCA, and change management. With ServiceNow, I am familiar with its incident platform, change management platform, ITSM, CMDB, SPM module, and back-end integration with other security applications. I have also used ServiceNow's ITOM, ITSM, and ITAM tools.

ServiceNow Now Platform is basically for incident management, involving ticketing and cash management.

The incident has severity and risk, which complements ServiceNow's SIR or the security module. The incident also has an escalation path or escalation module. The incident is also a way to capture configuration items for change management. If somebody makes a mistake in making a change, the configuration item of the asset will expose that, and then you can see the life cycle through the tool's ITSM module about a product getting patched twelve times a year. A Microsoft laptop or a Microsoft OS, like Windows, would get patches twelve times a year just for the OS, but with the application, you get a hundred times plus, and so you can see the life cycle of a machine getting treatments and attention, after which you can calculate the ROI. You can calculate it by taking into account a lot of manpower to keep up with the volume you have in your company. The tool offers powerful KPIs.

ServiceNow Now Platform has one thing that no other tool offers, which is the dataset, specifically the management of the dataset. You only need to do data entry once, which can be used across all modules. That is the tool's power over everything else in the world. No one else has an ecosystem that is that powerful, and that is why ServiceNow is in the top chart of the Fortune 500 list because of its overall abilities. The marketplace for integrating the datasets with other tools is pretty outstanding.