ERP Area: ITSM/IT Service Management
Software: ServiceNow
Products Implemented: Employee Case ManagementHR Service Delivery,ServiceNow HR Service Delivery Implementation (Case, Knowledge, Employee Service Center Portal)
Company Size: 5 – 10k Employees / Industry: Pharmaceutical / Chemical
Regions in Scope: North America,Europe, Middle East & Africa
Reviewer Role: Project Team Member
Consultant Recognized: Billy Sprague
Project(s) in Scope: Initial deployment (Phase 1)
Systems Expertise 4 out of 5
Implementation Process 4 out of 5
Responsiveness 4 out of 5
Quality of Consultants 4 out of 5
Flexibility / Adaptability 4 out of 5
SPEED & COST
Speed vs. Expectations: 1.5x the time we 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 scoped and quoted the work well, but our needs changed during implementation
Was the implementation team who actually performed the work the same team that was proposed?
Slight change in team
What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
Strong in OCM, UX/UI and in technical consultation. Started strong with the HR functional expertise, but that resource and the PM changed during the course of the implementation.