Software: ServiceNow
Modules Implemented: HR case mgmt system
Company Size: 10 – 20k Employees / Industry: Finance / Banking / Insurance
Regions in Scope: North America
Reviewer Role: Project Team Member
Project(s) in Scope: Phase 1: Initial Implementation / Go-Live
Did you get the business value that you thought you would achieve from this project? Some of our goals were achieved, but not all
Modules Implemented: HR case mgmt system
Company Size: 10 – 20k Employees / Industry: Finance / Banking / Insurance
Regions in Scope: North America
Reviewer Role: Project Team Member
Project(s) in Scope: Phase 1: Initial Implementation / Go-Live
Did you get the business value that you thought you would achieve from this project? Some of our goals were achieved, but not allWere there any integrations that were particularly important or problematic?
Single sign onSystems Expertise 4 (out of 5)
Implementation Process 3 (out of 5)
Responsiveness 3 (out of 5)
Quality of Consultants 4 (out of 5)
Flexibility / Adaptability 2 (out of 5)
Single sign onSystems Expertise 4 (out of 5)
Implementation Process 3 (out of 5)
Responsiveness 3 (out of 5)
Quality of Consultants 4 (out of 5)
Flexibility / Adaptability 2 (out of 5)
SPEED & COST
Speed vs. Expectations: 2x time expected
Cost vs. Expectations: 1.25x cost budgeted
SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner did not identify issues that came up during implementation and we had some change orders
Was the implementation team who actually performed the work the same team that was proposed?
No change
What “Lessons Learned” would you provide to others implementing with this partner / software?
The business needs to be more open to changing processes so that custom cases weren’t needed. More information about single sign on is needed up front.