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do any of your guys use ServiceNow

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holden j caufield

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one of my relatives companies is growing too big, I've helped them a lot but I've got my own job and I'm going to need to either go help them full time (probably means 50+ hours, I started helping them about 5 hours, turned to 10 hours, turned to 25+ hours) which imo will have a lot of negatives or help them find someone to manage everything. I heard some good things about servicenow but don't really know much about all their services and the price range. Thx
 
Yes we use ServiceNow as our ticketing service at work. I don't know much about the backend part or the cost, but as a user (IT side user, so creating/managing tickets) it works fine. It's certainly a lot better than the custom POS software we used before.
 
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I hate it. so much.

I actually really miss the custom ticket database we used to use. it didn't offer as many of the bells and whistles that Sales/PM's like, but it was lightning fast, simple, and did the job.
 
Tremendously expensive and not sure it is worth it unless you're a really big company. We got a new CIO at the last company I was at and he made everyone get ITIL Foundations certified (a waste) and sold the company a bill of goods on ServiceNow. This was for a department of like 20-30 IT people with 500 people in the company.
 
I didn't like it that much at first, but it's grown on me. The app we used before was such a POS though, that anything is better. It can get quite complicated though. We use it for Change Management and Problem Management as well as tickets, and have a lot of things setup as tasks.

One thing that really helped me after we first got it was to setup custom pages for my queues. The default view it came with blows, so I setup a page where I have my Tickets Assigned to me Unresolved, then My Groups Tickets - Unassigned, then My Resolved Tickets. Makes it pretty easy to see what I'm working on and what's in our queue in one quick view. I also have a few other pages setup so I can see other queues or see what tickets my co-workers have assigned.

One thing that's annoyed me so far is how difficult it has been to get certain changes implemented. It's probably something to do with the contract we have with them, and likely varies by your agreement, but it has taken forever to get some stuff done. Right now there is a bug that causes a ticket to auto refresh the page a few seconds after you enter it, which will wipe out any notes you've entered but not saved. We have multiple tickets to the devs for this, and it hasn't been addressed yet. Also we requested some features and fixes, and recently they were implemented. But this was stuff we requested over a year ago. Long enough that I can't even remember requesting them in the first place. Really annoying, but like I said that probably varies with how much $$$$$$ you're willing to pony up.

IndyColtsFan said:
Tremendously expensive and not sure it is worth it unless you're a really big company. We got a new CIO at the last company I was at and he made everyone get ITIL Foundations certified (a waste) and sold the company a bill of goods on ServiceNow. This was for a department of like 20-30 IT people with 500 people in the company.
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LOL, our now departed CIO also made everyone get ITIL Foundations certified and then implemented ServiceNow. Our last ticketing system was so bad though, ServiceNow is a vast improvement. I'm sure there is better out there. I used to like Remedy at a past company.
 
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trmiv said:
LOL, our now departed CIO also made everyone get ITIL Foundations certified and then implemented ServiceNow. Our last ticketing system was so bad though, ServiceNow is a vast improvement. I'm sure there is better out there. I used to like Remedy at a past company.
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Yeah, the ticketing system before it sucked (some homegrown crap) but there had to be cheaper alternatives out there. Note that I really didn't comment on what I thought of SN itself -- I left before it was implemented so I'm really not in a position to discuss the merits of it vs. anything else, but I do know it was insanely expensive and I also know ITIL Foundations certification was a waste of time.

Had Remedy at a previous company too and wasn't found of it either. I'm a SharePoint guy so I'm pretty sure I could do better with a SharePoint system. 🙂
 
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