4 out of 5.0, Reviewed Dec 5, 2016
We are still currently integrating this product. we are in the pilot phase and so far so good.
ADFS needs to be fully tested if two-factor authentication is needed.
ease of use.
ITIL licensing model.
assist with ADFS configuration.
i would not do 'out of the box' implementation but take little longer with customization/configuration.
4 out of 5.0, Reviewed Dec 5, 2016
Product gave us what we were expecting. Only reason it wasn't a 5 is because there are some features that seem should be included in their Express version but are only included in their enterprise version. Great product and great support group backing it. easy to use and get support, when needed.
Before choosing express, make sure you do not require any of the features of their Enterprise product because it could lead to disappointment. Just make sure you understand the limitations of the Express platform and you should be happy.
Fast, stable, and intuitive.
Limitations of the scriptability and automation features, but those were expected.
I wish the vendor handled the data migration, rather than just giving pointers on how to do the data migration (from the previous product).
Nothing really. We got what the sales people promised the product would do. If anything, it would be to give more time. We implemented in about 60 days because we were anxious to get off of our previous solution. 90 - 120 days would have been ideal for an organization our size.
4 out of 5.0, Reviewed Dec 5, 2016
It was a challenge initially to get details of the product suite, but with a new accounbt management team, it has been a great experience.
Get a good understanding of the product modules and suites
Ease of implementation and use; Customization features.
Nothing to dislike, but a clear idea of modules would be helpful
Assigned a good Account Manager
Understand the features of the product suites and have a good understanding of all modules included in the product.
4 out of 5.0, Reviewed Dec 1, 2016
Tools were less than half the battle; this one is all about internal IT people and processes
Stop asking what "can" be done and focus on what "should" be done. Integrate and federate. Do not use this product for customer-facing engagement; it's not ready out of the box or even with light customization. Look at emerging products like HP Propel that are agnostic and more customer-oriented.
Extremely rich features for IT resources, high degree of configuration
Usability for customer/s
Explained/expressed more deeply that a customer-facing experience was required to be built or purchased
Increase consultative engagement, adopt program management structure, acknowledge extensive cultural change required to minimize customization, acknowledge this tool is not for customers (even with extensive customization)
4 out of 5.0, Reviewed Nov 29, 2016
ServiceNow PPS (SNPPS) is a good suite with a strong connection to the Demand Management and System Development Life Cycle (SDLC) applications. There are numerous vendors available in the Vendor Ecosystem for consulting services, many of which are greater experts than ServiceNow (the company) vendors themselves! The caveat with SN PPS is the fact that only in the last two versions (Fuji and Helsinki) has the PPS tool become anywhere close to being usable out of the box. Unless an organization is starting from scratch in terms of having now existing Project Management processes, there will no doubt be customizations required.
Be willing to make the minimal amount of customizations out of the box and start using the application quickly, then perform customization based on the gaps found. Do no avoid the need for good notifications (emails) for project updates and ensure this is configured before the first release.
Connection to other IT Service Management components is the primary strength, e.g. connection to Change Mgmt, Demand Mgmt, Ideation, SDLC, etc. The second strength is the robust customization available for those willing to invest the time or resources to do it.
The interface is not aesthetically appealling, there are no "wizards or workflows" that are easily deployed out of the box (like competitors), and it can be a challenge to link PPS to other applications that are not already linked.
Do not overhype the product. Be clear on the limitations in comparison to other, more well established PPS vendors such as Project Insight or Innotas. Not everything should be "thats on the roadmap" as an answer, just be clear about what would need modification and how much work that will be.
Ensure that PM processes are well documented and a strong list of requirements are generated up front, prior to development. Our organization generated too many requirements and did not focus on the minimal amount needed to get the application available for deployment. As a result, the "excitement" in rolling out the tool was delayed and we lost momentum when it came time to utilize the application.
5 out of 5.0, Reviewed Nov 28, 2016
Great support, technology visionary.
4 out of 5.0, Reviewed Nov 23, 2016
Vendor support and issue resolution times are excellent.
Make sure you fully understand how changes to a highly customizable platform like ServiceNow will affect your compliance (ex. 508).
Flexibility and customization
Start sooner with defining comprehensive RBAC.
5 out of 5.0, Reviewed Nov 21, 2016
ServiceNow was very engaged even thought we contracted with a 3rd party.
Take things out of the box and see how they meet your processes. Modify according to your company needs.
It's a very intuitive product with so much flexibility. All their upgrades have been pretty darn seemless.
I do not care for the Demand and Resource Management module. It is very confusing and not intuitive. Reporting is also very combersome.
I really can't think of anything.
Find a 3rd party vendor with years of experience, not so new to the game.
Would be comletely except the RM and Demand modules.
4 out of 5.0, Reviewed Nov 21, 2016
Vendor was willing to work with our needs on certain requirements and deadlines.
Ask questions and go slow.
Cloud, speed, and agility of product.
Cloud...if network is down, SLA is shot.
All seems fine. (Nothing)
All seemed to go very well, perhaps creating some of the modules and work request approvals at rollout could have saved a small amount of time? Yet this is an ever changing and moving target over the life of the product so it is hard to really think of all that will be needed in the future.
3 out of 5.0, Reviewed Nov 20, 2016
Vendor was very knowledgable and steered us away from deploying too many changes to the environment that would have caused us issues and downtime.
Focus on your Self Service Portal more than anything else.
How easy the product is to configure and move, also the upgrades are easy .
Licensing and the cost around the different modules. They have great modules but are very expensive.
Deploy a better Self Service Portal
Release the modules in a staged approach.