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

[Paul McNamara]

Impact is a division of ServiceNow whose purpose is to ensure that SN clients are getting full value from their license investment.  Often clients will acquire capabilities beyond what they have the ability to deploy,  years go by and they consider not renewing those capabilities. The Impact program helps clients build a road map to deploying all of the capabilities, and much more.   As of next year Impact will be a mandatory component to licensing ServiceNow as ServiceNow has made it a priority to get clients up to speed on all that they own (or all that they can add).

[Ralph Hand]

Number 3 is really important.  Pick the right partner.   When we migrated we wanted to evaluate everything but the partner was there for lift and shift.   Some of the things we were doing in vFire would have benefited from changes during the implementation but we could not do that.  We also took a hard line against customizations but sometimes the value/benefit makes them useful.

Some of our pain points continue to be:

1.   ServiceNow's calls everything a Service it makes everything confusing.   There should only be one catalog of services and they should tie back directly to business functions.   Applications are not a Service.

2.  No one could explain Service Offerings so they were set up wrong.

3.  We took their word that we could do any reporting we wanted but that was definitely not true.   After three years we continue to produce complex reporting by hand.

[Sergio Rinaldi]

Hi Swathi, 

I'm also out of Edmonton at AIMCo.  I've taken us through migration from Cherwell to another Service Management platform and then to ServiceNow within a fairly short timeframe.  I would echo the above comments, especially not doing things the way they were done in Cherwell, and picking a great implementation partner.  Another big thing would be organizational change management, don't neglect that.

Feel free to reach out for any questions, always looking to connect with a peer and in your case help a client! 🙂  Good luck!

[SwathiS14708039]

Hello Sergio,

I would like to discuss more as you transitioned from Cherwell and it would be very helpful to know more about which implementation partner you chose.

[Ralph Hand]

ServiceNow is great, my one word of advice is to ensure that when your instance is set up provisions are made so that you have admin control over the application.  The way it is designed with a central platform team that controls all activities to the detriment of the tenants is unbearable.  We have 25 people in service management and more than a dozen in the platform team but they are unable or unwilling to process our requests.  We have had relatively nothing new implemented (including workflows) since we implemented over three years ago.   It is an internal political issue yes but don't give up your ability to do the work you need to do in the background just to satisfy SN best practices.