What are your favorite ServiceNow features from an IT perspective and why?

End-User Services & Collaboration Engineering Process Management

631 views2 Upvotes11 Comments

Director in Manufacturing, 1,001 - 5,000 employees

We enabled the ability to have people lookup their own ticket and review status and other inputs. This really helped us hold our service providers accountable. For example, prior to doing that our NEW PC Deployment service provider would frequently put deployment tickets on hold because "User said they were not available" - we found out this was wrong almost 70% of the time! We were able to prove they were not providing the contracted service and actually replaced the vendor. And our survey metrics went up significantly because deployments were actually occurring as planned and promised. A win for IT and the community.

Chief Information Technology Officer in IT Services, 201 - 500 employees

For me incident management in ServiceNow helps our IT teams to quickly detect, analyze, and resolve issues, reducing downtime and improving end-user satisfaction.

Co-Founder in Services (non-Government), 2 - 10 employees

CMDB, when its working :)

CEO in Software, 2 - 10 employees

My favorite feature is the ServiceNow workflow engine which when configured correctly should allow organizations to automate routine tasks and processes, freeing up IT staff to focus on more strategic initiatives.

2 Replies

Director of IT in IT Services, 10,001+ employees

I need to learn more about the Service Now workflow engine and the possibilities. Totally new space for, and an area that I think could help immensely

Director in Manufacturing, 1,001 - 5,000 employees

We did a lot of asset management workflows in Service Now for PC refresh and new employee enrollment, like for security accounts, Teams, emails. And iPhone deliveries. We don’t do BYOD
Workflow triggered tickets for all the tasks needed to setup a new employee and also the termination to retrieve all the assets

CEO and co-founder in IT Services, 11 - 50 employees

I see quite a few SNOW instances where the Automation/Orchestration/AI capabilities are not correctly maximized. There is a LOT of automation you can do inside SNOW without the need of external tools ...
--> how many of you feel you have optimized and automated correctly your Workflow ?

1 3 Replies

Director of IT in IT Services, 10,001+ employees

This is exactly where we need to grow. Thanks

Director in Manufacturing, 1,001 - 5,000 employees

I would also recommend you leverage out of the box configuration. As much as possible keep standard workflows to make future upgrades easier

Director of IT in IT Services, 10,001+ employees

Thanks. Totally Agree.

CIO in Government, 5,001 - 10,000 employees

Here are the highlights from my perspective:

Ability to consolidate multiple classes of assets to include hardware, software applications, and software licensing
Why? This allows business capability mapping

Easy integration among multiple ServiceNow modules
Why? This allows creating logical workflows and automation adding to efficiency and accuracy

Ability to create a single system of records
Why? This allows all asset data, services, requests, incidents, knowledge articles, projects, programs, and portfolios coexist in one platform allowing easy access and management.

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CTO in Software, 201 - 500 employees

Without a doubt - Technical Debt! It's a ball and chain that creates an ever increasing drag on any organization, stifles innovation, and prevents transformation.

142 19 Replies