What is our primary use case?
We wanted to build not just in operations but a whole system, service portfolio, and strategic portfolio. We're using it to map the IT strategy and our capabilities. Our service portfolio could help us form a long-term perspective to see where our deficiencies are and continuously improve.
We only started to use it last year because I took an administrator's course to understand how it all works, and I started to iteratively build onto that. Now, we have a full strategic portfolio management of our current capabilities against our workforce, the business needs, and what we're servicing. We have metrics against that to see where we're failing or what we're good at.
We're using the latest version of the solution.
The solution is deployed on cloud.
There are 10 people using this solution. It's used occasionally, not daily. We have plans to increase usage. I set up the demand management side, and we're starting to have regular catchups and get the business to start registering the demand so we can do roadmap planning. It's going to be used a lot more in the next coming months.
What is most valuable?
The ease of use is the most valuable feature. It's very intuitive to set up. Everything has a logical sequence, and you can see how it all links together. It's a good win for ServiceNow.
We also chose this solution because we're building an environment of ServiceNow. We're looking at the financial side, so it's almost like we have a single pane of glass of how we're running the business in terms of IT. The more we use it, the more value we're getting out of it.
For how long have I used the solution?
I have used this solution since 2018.
What do I think about the stability of the solution?
We haven't had any issues with stability. I've had a few blips with the configuration, but that's because I set it up wrong.
I had a few issues with the AI machine learning. I looked at the data to give me some insights and it just didn't work, but it was because of how I set it up.
I would rate the stability as nine out of ten.
What do I think about the scalability of the solution?
The scalability is very good. There's flexibility with customizing how it all works, and it's pretty straightforward. If you need extra fields or extra workflows, you can do it.
I would rate the scalability as nine out of ten.
How are customer service and support?
I would rate technical support as nine out of ten.
Technical support is helpful. They would log in and say, "Oh, you've done X, Y, and Z, but you need to change this." They don't give generic answers. They actually see how it's done and give me some corrective measures to fix it.
How was the initial setup?
ServiceNow has very clear guidance on how to set it up correctly. It wasn't difficult, it just took some time to set up.
I would rate the setup as seven out of ten.
What about the implementation team?
We used an integrator to set up the basics, just enough to get the operations working, but ultimately I set it up. It took me a year or so, but I managed to get it all working.
What was our ROI?
We have seen ROI. We're looking at the consolidation of our applications and spending. In terms of ROI, we have full visibility, and we're starting to cut costs. There's definitely ROI in terms of the data because we've never had all of the insights, and it's definitely helping drive business change and decisions.
What's my experience with pricing, setup cost, and licensing?
When we originally set it up, we had some kind of success manager free of charge, and now it's an additional charge over and above what we're paying. It's an extra £8,000, but then they would help you drive the adoption better or whatever you need for the business. I only used them for the last few months and then they said that it would be chargeable at our next renewal.
I would rate the cost as five out of ten.
What other advice do I have?
I would rate this solution as nine out of ten.
My advice is to thoroughly blueprint what you're trying to achieve. It took me a long time to understand what we needed to get out of the solution. Having an integrator would have been helpful. I think you should understand your business requirements before you start implementing.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.