How large is your support team for ServiceNow at your organization?

[mwaugh]

As our use of ServiceNow grows at our organization we struggle with how many people are necessary to support the platform and continue to develop new processes on the platform.   How large is your support team for ServiceNow at your organization?   How many processes do you have in ServiceNow?   How many licensed users to you have?

[Brian Dailey1]

We are running with a very large group of one.  

With:

• about 40+ roled-staff using SNOW
• about <1000 staff end-users
• about 24000 total end-users

Granted, as such, development timelines around here are pretty much as I decree them to be... and there are dev projects waiting in the wings.   But it is doable.

-Brian

[HugoFirst]

I am one of 2 admin/developers.   We have about 500 users with the itil role, and about 1,000 users total ( including the itil roled users )

We have incident, problem and change, cmdb, discovery and 125 catalog items ( many of which we developed ) .   Change has been highly customized, while incident and problem have minor customizations.

[gemini17]

Hey Steve:

If it is not too much to ask, what kind of customizations you have on Change, for I will be implementing Change for my organization.

You can share it with me to my email id.   I would really appreciate that.

Kind regards

Danny raj

[HugoFirst]

As a quick summary:

1. We added several state options for both change request and change task.
      CAVEAT:   we "repurposed" one value which is used on other tables and the new "purpose" of the value conflicted with the idea of the task being opened or closed.  
      This pretty much broke everyone's gauge that showed all the work "pending an individual".

2. We have numerous client scripts, business rules and ACL's to enforce a fairly complex set of rules of engagement for our change users.

3. We UI actions to "Copy Change" and "Set Like Change" so that once a change request was created that works for a given product, it was easy to repeat it for later changes.

Much of the initial work was done by a 3rd party developer, though we have maintained and enhanced the code since then.

[gemini17]

Hey Steve:

Thanks for sharing.

Kind regards

Danny