#1 most frequent
United States of America
55.4%1,925 installations of 3,477
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
Videos
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
Who Buys & Uses ServiceNow Orchestration
#2 most frequent
India
6.9%241 installations of 3,477
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
6.5%225 installations of 3,477
Great technology portal for IT support
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
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