ServiceNow is great tool for driving ITSM maturity

What are the best aspects of this product?

ServiceNow provides efficient service management over the lifecycle of an incident. Starting from automatically engaging on-call team for priority incident to generating problem from the incident that becomes a Change. The IT can pass the work between tams and gather information they need and analyze th results so they can increase the customer satisfaction.

What aspects are problematic or could work better?

They could add some fundamental options for managing knowledge, because knowledge is one ITIL service that touches other services but ServiceNow doesn’t facilitate this in an intutive way.

What specific problems in your company were solved by this product?

ServiceNow helps us to make great strides in running global ITSM maturity, and we use knowledge so we can enable the Service Desk to fix even more requests on promote end user – Self Help. Also, it helps us to reduce release-related incidents and to improve SOX compliance.

Are you a current user of this product?

Yes