Looking to connect and see examples of great ServiceNow implementations (ITSM and others)

[saidweintraub]

Hello New York,

I am new to ServiceNow but have been using ITSM tools for years, in my previous 6 years I completely built out and managed a Freshservice instance for over 5000 employees with over a dozen departments all using the tool for ticket intake.

I've come into an environment that has been on SN for 5 years.  We've had multiple developers both as consultants, full time, part time, but right now there is only 1 person managing SNOW.

I am completely lost.  Where I used to be able to create a service catalog item with fully functional dynamic workflow that took 30-60 minutes max, I am now told no one knows how to do it and we need to pay a developer to do it.

Reporting seems impossible, I just want to have a dynamic filter so I can see all the tickets from today, yesterday, etc.  But I make a change to the report widget it affects all reports.

Everything seems so difficult and complicated.  I see this great feature (Shift Scheduling) and lo-and behind we aren't licensed for it.

Ok end rant.  I feel like something I need is to see some examples of a great SN implementation, especially from the ITSM and or Facilities side.  I need to see it in action and how a well performing team of agents is using the tool, incidents, requests, service portal.

Can I take someone to lunch and pick their brain, show me your instance and let me bounce ideas off you.  Coffee or Zoom works great too.

Thanks!

[Nilesh Mehta]

Hi,

Welcome to the ServiceNow world 🙂 It shouldn't be that difficult to manage. Happy to jump on a call and bring in our team to showcase some of our implementations or look at yours and provide guidance. 

You can send me a message at nmehta@ngenioussolutions.com and I will help coordinate.

[pbusch]

Despite your original post being from 1 year ago, let's work out something if the Requirement is still relevant and get together to SNow-nergize !