What are your favorite ServiceNow features from an IT perspective and why?

End-User Services & Collaboration Engineering Process Management

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Director in Manufacturinga year ago

We enabled the ability to have people lookup their own ticket and review status and other inputs. This really helped us hold our service providers accountable. For example, prior to doing that our NEW PC Deployment service provider would frequently put deployment tickets on hold because "User said they were not available" - we found out this was wrong almost 70% of the time! We were able to prove they were not providing the contracted service and actually replaced the vendor. And our survey metrics went up significantly because deployments were actually occurring as planned and promised. A win for IT and the community.

Chief Information Technology Officer in IT Servicesa year ago

For me incident management in ServiceNow helps our IT teams to quickly detect, analyze, and resolve issues, reducing downtime and improving end-user satisfaction.

Co-Founder in Services (non-Government)a year ago

CMDB, when its working :)

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CEO in Softwarea year ago

My favorite feature is the ServiceNow workflow engine which when configured correctly should allow organizations to automate routine tasks and processes, freeing up IT staff to focus on more strategic initiatives.

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Director of IT in IT Servicesa year ago

I need to learn more about the Service Now workflow engine and the possibilities. Totally new space for, and an area that I think could help immensely

Director in Manufacturinga year ago

We did a lot of asset management workflows in Service Now for PC refresh and new employee enrollment, like for security accounts, Teams, emails. And iPhone deliveries. We don’t do BYOD
Workflow triggered tickets for all the tasks needed to setup a new employee and also the termination to retrieve all the assets

CEO and co-founder in IT Servicesa year ago

I see quite a few SNOW instances where the Automation/Orchestration/AI capabilities are not correctly maximized. There is a LOT of automation you can do inside SNOW without the need of external tools ...
--> how many of you feel you have optimized and automated correctly your Workflow ?

1 3 Replies

Director of IT in IT Servicesa year ago

This is exactly where we need to grow. Thanks