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

[SwathiS14708039]

Hello Ralph,

I would like to discuss more. It would be helpful to know more about the roles and responsibility assignments in SN. 

[Ralph Hand]

One question first.  In your planned ServiceNow implementation will ITSM/ITOM be the only modules you are implementing?  If you are going to be the only tenants it makes sense that your team will take the role of the platform team.   In which case you will have the ability to create roles, and assign them as necessary.    ServiceNow is fairly flexible in allowing you to set up roles and targeted ACLs.   If your plan is to implement the HR module or other modules then before you begin decide what permissions your area will need.   Will you want to be able to build and deploy workflows?   Do you need to be able to change drop downs on the forms?  Do you need to be able to modify forms?   None of that is default for ITSM if you are implementing for multiple organizational tenants that is restricted to the platform team.

Also keep in mind you have very limited reporting options within ServiceNow.   You are limited to simple graphical charts and very simple reporting, such as table based data.   If you want to integrate into a data warehouse or have a reporting environment ensure you hammer that all out before you implement.