ERP Area: ITSM/IT Service Management
Software: ServiceNow
Products Implemented: IT Service Management
Company Size: 1 – 5k Employees / Industry: Education
Regions in Scope: North America
Reviewer Role: Decision Maker
Consultant Recognized: Jeff Nelson
Project(s) in Scope: Initial deployment (Phase 1),Add-on deployment (Phase 2, and not in the original SOW),Optimization / Ongoing support services
Systems Expertise 4 out of 5
Implementation Process 4 out of 5
Responsiveness 5 out of 5
Quality of Consultants 4 out of 5
Flexibility / Adaptability 5 out of 5
SPEED & COST
Speed vs. Expectations: 1.25x 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?
No change
What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
Across the board, regardless of the partner or ITSM software, it is critical to have your processes known and in place. In particular the workflows(s) for services and escalation teams. It is also very helpful to understand the software platform (admin training) prior to implementing. It saves a lot of explanation and will reduce time and confusion during implementation.