Looking to transition to Service Now

[SwathiS14708039]

Hello, 

My organisation has been considering Service Now to replace Cherwell which is owned by Ivanti. I work out of Edmonton,Alberta. If anyone whose organisation currently uses SN wants to give me some feedback on user friendliness and support of SN, it will be much appreciated. Any thoughts on the transition will also be helpful.

Thanks,

Swathi

[John Lacanlale]

Hey Swathi! I'm out of Edmonton too and have been in the ServiceNow Ecosystem for a long time! But I started my journey with customers out of Edmonton 🙂

The journey to transition can be a long one especially when coming out of a previous system like Cherwell. There needs to be workshops and discussions with your team to capture what you're looking out of the platform to align with what your organization needs.  As I said the process can be lengthy but the ROI can be great long term when they see the capabilities that the platform can do with automation, workflows and types of applications available. I would probably start with trying to connect with a ServiceNow sales rep or a partner who you can have high level discussions about! Hope this helps!

[TrevorK]

I have been using ServiceNow since the Aspen release (over a decade). 

I have noticed that ServiceNow support was better in the early days, and I suspect it's because that was before they experienced massive growth and were able to adopt more of a swarming model for support allowing all agents to learn all aspects of the platform. Now support is quite a bit more rigid. By that I mean they are more unwilling to help with customizations and with workarounds for problems. To be clear, this is support that is over and above what they are supposed to offer - this just is a noticeable change.

I find ServiceNow support to be better than other large vendors, so my experience isn't all negative. However having used the platform for over a decade I can notice a difference.

In terms of the transition from an existing solution, we utilized a consulting company for it and while there was some helpful things they did I can safely say quite a bit was not correct. My advice is to make sure you have internal resources able to learn the best practices and understand your processes. You should have a business analyst helping to map processes, analysts willing to learn the ITSM practices, etc. Then if you choose an implementation partner (which isn't required) you are able to have more meaningful discussions on your implementation rather than following a low-level roadmap they have done many times in the past.

If you have any specific questions let me know.

[Terry Schultz]

 Swathi,

We have been using ServiceNow since 2020 and moved from Remedy mainly.  We have expanded beyond the IT side of things and the platform can appear quit daunting.  A few things I would suggest.

1) Do not do things the way they have been done before.  That is to say ServiceNow may not do the exact same thing in the same way, worry more about the outcome than the how.

2) Keep it out of the box, try to stay out of the box and do customizations that do not make upgrades difficult.

3) Bring a partner who will truly be a partner, you want one that will tell you not to do something as that will save you headaches later.

4) If you do not really know what you want or unsure, do out of box and play with it, I have seen too many projects go off the rails because people want it perfect.  Newsflash, no matter how many times you change a process, once you release it into the wild someone will want something changed.  So take it out of box, learn and then change. You and your business will be so much happier.

5) Get Impact!!!! I cannot tell you the fantastic support and resources we have with Impact they work with us and are really helping us grow and giving us access to resources we would not normally have.

Always happy to chat and help especially someone from Edmonton!!!

[SwathiS14708039]

Hello,

Can you please help me understand what you meant by Impact ? Are they like a SN partner?