On-Call Tool?
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3 weeks ago
The tool that we use for on-call scheduling/routing/etc has been acquired, so we're currently evaluating the different tools on the market.
I'm looking to tap in to the wisdom of the crowd! What tool does your company use? How well does it integrate with ServiceNow? Any rockstar features? Or pain points? If it's an external system, why did you opt for that over the On-call module in ServiceNow?
Thanks so much!
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3 weeks ago
Why not just use the On Call module within ServiceNow?
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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2 weeks ago
@Mark Manders Yep, that's basically the question-behind-the-question. I've talked to a few different vendors at Knowledge in the past. I'm curious why people use them instead of the included tool.
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2 weeks ago
If you're looking for a scheduling and escalation path, I found the ServiceNow on-call function is the way to go. They can be defined by assignment group with individual escalation paths based on independent triggers.
If you want to include notifications, such as SMS (text) alerting, it works best when connecting a 3rd party vendor/carrier to handle these types of events.
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2 weeks ago
Helpful
