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We are looking into a service desk product called Service Now and would like to hear any general feedback you may have. If Service Now was among a mix you compared whether or not you picked it in the end, we would be interested in hearing from you. 

  • Why did you choose Service Now over another platform?
  • What was the implementation process like? How long did it take to implement the tool to a point where you were using it in production?
  • Did you migrate from another tool? We are Numara users and like to know if you started from scratch on Service Now or migrate any legacy data?
  • Do you have any integrations with other systems or tools?

Greatly appreciate your input.  Shahra

Shahra Meshkaty

Senior Director of Academic Technology Services

University of San Diego

meshkaty@sandiego.edu

 

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Comments

Hi Shahra,

 

UBC has chosen Service Now.  We went through an extensive requirements gathering and RFP stage, and Service Now was the final choice.  We are in the final stages of implementation now.  We are using a number of different tools such as Jira and Remedy SDE and will be consolidating on Service Now. If you want to contact me directly, I can put you in touch with the project team who can provide the details and any other lessons learned.

 

----

Jennifer Burns,

Director, Client Services

Information Technology | Engage. Envision. Enable.

The University of British Columbia

Tel: 604.822.2221

Twitter: @ubcdirclients

 

Message from gentiled@wusm.wustl.edu

Wash U in St. Louis implemented Service Now last July.  We love it!   I lead a committee to gather requirements and evaluate vendors before deciding on Service Now.  We have 8 IT departments who all wanted to do things their own way and we felt Service Now would give us the flexibility to do just that. 

 

Implementation was relatively painless, but we did start from scratch and did not migrate any legacy data.  We also went through a series of process “workshops”  to help us pre-configure incident, problem and change workflow.  

 

If you would like more information, please feel free to contact me directly.  I was the project “owner” and have all of the details. 

 

Diane Gentile  |  Customer Services Manager

Washington University School of Medicine

Central Information Technology Services

diane.gentile@wustl.edu  | 314-747-1426

 

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