Is anyone using ServiceNow for their workflow and ITSM needs? Do you manage your ServiceNow internally or do you outsource the mgmt of it to ServiceNow partner? I have worked with few “expert” partners but have found that they lack the business context and domain expertise in the platform. Any recommendation on best strategy and partners for managing ServiceNow platform?

Managing as managed service model

We are using ServiceNow for all our IT management needs - including Asset Management, Cloud Management as well as all ITSM functions. The integrated system gets feeds from our various monitoring tools and a custom, event correlation engine filters false positive alerts and efficiently generates tickets that follow the pre-programmed workflows.

Most of the development has been done in-house with a couple of senior architects supervising and training a small but very skilled development team.

Overall, works pretty well...

We insourced the support of ServiceNow from PWC.  We now support the tool ourselves.  We support full ITSM with ServiceNow.  The move from PWC to In house support was a game changer for us.  We also use a vendor for any really complicated module implementations like SAM where our team may not have experience in the module.

We used their hosted services with primarily internal resources. We were very satisfied with Service Desk portion but trying to automate Inventory of servers, server based software was a disaster. Desktop and laptop inventory went a bit better. The struggle continues and I cannot recommend any third parties