ServiceNow for small company

danavoss · ‎09-09-2016

We're a small company of just over 100 employees serving higher education IT needs. Help Desk functions are distributed among several divisions. We're planning to start with Incident/ServiceCatalog and expand later.

How good of a fit is ServiceNow for small companies?

What should we expect in terms of impact on resources during and post implementation?

Thanks,
Dana

HugoFirst · ‎09-09-2016

Hello Dana,

My situation is a somewhat larger company ( about 1,000 employees ) serving primarily educational institutions.

I would think that it's a great fit. But it has to be "done right". Here's a bullet list of thoughts:

How many employees will service tickets? Make sure that you have enough licenses for all of them.
Decide which of the myriad applications in ServiceNow to implement.
Prepare a roadmap to spell out the order that you will implement the applications. Here's one possibility
- Incident
- Problem
- Asset Management
- Change
- CMDB
- Service Catalog - While this is presented an an IT Catalog, I like the idea of an Enterprise Catalog. Why not let your non-IT groups manage their work in ServiceNow too?
Each step of the roadmap will have its own development/implementation cycle. Be sure you have training for your users; a strategy to transition from any current system to the new system; and time between each step to accommodate the unexpected side effects of the new system.

tony_barratt · ‎09-09-2016

Hi Dana,

As you are a company with just over 100 users,ServiceNow Express may suit.

Service Management Solutions for SMB | ServiceNow Express

If you are consolidating multiple Help Desks and initially deploying Incident and ServiceCatalog you may find you quickly arrive at a situation where the impact on resources is wholly positive.

Consider watching the video in the link above and take advantage of the Free Trial to form your own opinion and get feedback from your colleagues?

Best Regards

Tony