free case study: Sucharita Prabhakar's unbiased review of ServiceNow

I would recommend this solution. However, we did not have an easy time customizing the tool to do what we wanted it to. I would suggest if it meets 80% of your needs I would adopt the tool, but if not, I think building a custom tool itself would be the way to go at that point. I did not give the solution a nine because that is too good. I...