5 ms·

I wonder what a good ServiceNow implementation looks like. I’ve been at a few enterprise orgs now and all their SNs are.. beyond terrible. The hosted SAAS perfo

I wonder what a good ServiceNow implementation looks like. I’ve been at a few enterprise orgs now and all their SNs are.. beyond terrible. The hosted SAAS performance is agonizingly slow. If this is ITIL personified… I’m aghast.

NovemberWhiskey 4y ago
ServiceNow: when filling in an incident ticket takes longer than resolving the incident.
- d1sxeyes 4y ago
  ServiceLater
  - berniedurfee 4y ago
    ServiceMaybe
- deleted 4y ago
  [deleted]
AndrewDucker 4y ago
I've used one that was at least mediocre. Access requests were signed off (optionally) by your manager and then (optionally) by an authoriser of the service required, and then delivered automatically 99% of the time. So you'd select "System Z Update Access", write a one liner of "I need update system Z to do my job supporting The Alpha Process", your manager would approve it (providing they agreed that your role did involve supporting the Alpha Process) and then someone from the System Z team would also approve it (providing they agreed that you needed that access to support that process), and then a few minutes later you'd be automatically added to the right role. Traceable, secure, and fairly painless. Required a lot of setup for all of the roles and automation though, I believe.
- browningstreet 4y ago
  Yes, and making changes to those processes over time will probably be dependent on consultants/staff who are no longer there, and their understanding of the Rube Goldberg configuration will take months/quarters to unravel. I've found that even simple requests -- add one field -- is considered a high risk change, usually because "the business". It's a weird world where the IS and business sides of the company can hold each other hostage.
  - AndrewDucker 4y ago
    Well, yeah. Any large, complex system which isn't well documented and has high turnover of maintainers is going to end up a complete mess :-)

NovemberWhiskey 4y ago

ServiceNow: when filling in an incident ticket takes longer than resolving the incident.

d1sxeyes 4y ago
ServiceLater
- berniedurfee 4y ago
  ServiceMaybe
deleted 4y ago
[deleted]

AndrewDucker 4y ago

I've used one that was at least mediocre. Access requests were signed off (optionally) by your manager and then (optionally) by an authoriser of the service required, and then delivered automatically 99% of the time. So you'd select "System Z Update Access", write a one liner of "I need update system Z to do my job supporting The Alpha Process", your manager would approve it (providing they agreed that your role did involve supporting the Alpha Process) and then someone from the System Z team would also approve it (providing they agreed that you needed that access to support that process), and then a few minutes later you'd be automatically added to the right role. Traceable, secure, and fairly painless. Required a lot of setup for all of the roles and automation though, I believe.

browningstreet 4y ago
Yes, and making changes to those processes over time will probably be dependent on consultants/staff who are no longer there, and their understanding of the Rube Goldberg configuration will take months/quarters to unravel. I've found that even simple requests -- add one field -- is considered a high risk change, usually because "the business". It's a weird world where the IS and business sides of the company can hold each other hostage.
- AndrewDucker 4y ago
  Well, yeah. Any large, complex system which isn't well documented and has high turnover of maintainers is going to end up a complete mess :-)