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ServiceNow Orchestration

Score8 out of 10

6 Reviews and Ratings

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What is ServiceNow Orchestration?

ServiceNow® Orchestration automates IT and business processes for operations management. It includes Password Reset, Client Software Distribution, and activity packs. The solution is designed to support IT administrators, helping to reduce tasks, improve productivity, and automate and accelerate processes.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features ServiceNow Orchestration has to offer, as determined by TrustRadius' reviewers.
Based on 6 ratings of ServiceNow Orchestration's features
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Top Performing Features

  • Multi-platform scheduling

    Multi-platform scheduling is the ability to centrally manage a business process from end-to-end

    Category average: 9.2

  • Logging

    Logging and audit trails to ensure regulatory compliance

    Category average: 8.6

  • Alerts and notifications

    Alerts and notifications enabling management by exception

    Category average: 8.6

Areas for Improvement

  • Analysis and visualization

    Analysis and visualization tools provide clear understanding of critical errors and helps prioritize errors

    Category average: 8.3

  • Application integration

    Integration with a broad range of enterprise applications

    Category average: 8.4

  • Central monitoring

    A central monitoring dashboard provides data on trends and forecasts

    Category average: 9

Reviews

What users are saying about ServiceNow Orchestration.
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Great technology portal for IT support

Incentivized
Megan BaakView profile
Banking Officer, Client Experience Process Coordinator in Customer Service at Texas Capital Bank (1001-5000 employees employees)

Use Cases and Deployment Scope

We use ServiceNow to submit, manage, and resolve technical issues within the bank. Employees can submit as many tickets as needed for various technical problems, as well as request software and hardware for their jobs. I am just a user of ServiceNow but I appreciate that I can submit a ticket and easily track the status of it and when it will be resolved.

Pros

  • Ticket submission.
  • Issue progress.
  • Technical issue resolving.
  • Email notifications.

Cons

  • Not super intuitive.
  • Duplicate Requests are missed.
  • Would like to have a chat function.

Return on Investment

  • Manage IT issues.
  • Log multiple tickets.
  • Comprehensive platform for entire bank.
  • Helps effectively solve hundreds of issues by prioritizing them.

Other Software Used

GetFeedback, by SurveyMonkey, Microsoft Access, Microsoft Project, Google Hangouts (Classic), Microsoft Teams, Salesforce CMS, Microsoft Power BI

Servicenow, value for money

Incentivized
Verified User
Professional in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

ServiceNow Orchestration was used before with the ITSM tool only, last year we were using the full CSM license. This gave our customers, and also us, more usability. F.e. we were able to assign multiple incidents to a problem, but also link a change to that same problem. By using CSM, your customers have a single case number as a reference to a problem with multiple incidents and/or (a) change(s). We want to give our customer a single portal and 'click his way through his records'.

Pros

  • Linking multipe records (Knowledge Items, Problem, change,. CI) to a single incident
  • A customers 'super" user has access to all cases that are filled by them.
  • When a change is filed and you link to the CI involved. You get an overview of all CI that depends on the involved CI.

Cons

  • GUI for customers can be improved
  • Workflow designer has hick ups now and then

Return on Investment

  • pricing, but if the tool meets your requirements. Do not hesita to use it. (negative)
  • Employees have more grip on their workload (positive)
  • Good reporting possibilties

Alternatives Considered

TOPdesk

Other Software Used

TOPdesk, Microsoft Dynamics 365