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ServiceNow

3.0 out of 5.0 (1 ratings)

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  • 3 out of 5.0, Reviewed

    Product(s): ServiceNow HR Service Management

    Not underestimate the importance of Processes aligned with Tool

    Overall Comment

    Good in marketing, not that present during deploy. Lacked in sharing past experiences

    What one piece of advice would you give other prospective customers?

    Work out a roadmap with Vendor (and 3rd party) to ensure an agile approach where results are seen immediately. Do not underestimate the importance of a strong Change Management and that the processes are implemented thouroughly throughout the organization BEFORE the actual tool is deployed. Ensure in your roadmap on HOW you plan to use the tool and secure that you have plan for growth. This to avoid any unnecessary costs due to to many opened features/modules activated. This when you implement the SNOW Suite and not really have decided on what processes your organisation is mature to adopt to,.

    What do you like most about the product or service?

    Flexibility, User Experience, Friendly GUI

    What do you dislike most about the product?

    Not that modern layout in Self Service portal GUI

    What one thing do you wish the vendor did differently?

    More hands on sharing experiences. We would have needed them to force us to implement processes, ensure communication, proper trainings etc..

    If you could start over, what would your organization do differently?

    Ensure a stronger participation from the Vendor on the Change Management perspective. Transition and Transformation would have worked even better


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(1)
4.0

Ability to understand your organization's needs

(1)
3.0

Timely and complete response to product questions

(1)
3.0

Pricing and contract flexibility (pricing and terms)

(1)
3.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(1)
4.0

How long did your deployment take?

9 - 12 months (<12)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(1)
4.0

Ease of integration using standard APIs and tools

(1)
4.0

Quality and availability of end-user training

(1)
2.0

Ease of deployment

(1)
3.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(1)
3.0

Did you purchase a support package from the vendor?

No


Timeliness of vendor's response

(1)
3.0

Quality of technical support

(1)
3.0

Quality of peer user community

(1)
3.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(1)
4.0
Section
1

Additional Context

What was the nature of your involvement? Multiple responses allowed.

Executive Sponsor


Why did you purchase the software or service? Multiple responses allowed.

Cost management

Drive innovation

Other...


What were the key factors that drove your decision? Multiple responses allowed.

Product functionality and performance


In which region(s) did your deployment take place? Multiple responses allowed.

Asia/Pacific

Europe, Middle East and Africa

North America