Software: ServiceNow
Products Implemented: IT Service Management,IT Asset Management
Company Size: 10 – 20k Employees / Industry: Education
Reviewer Role: Project Leader
Consultant Recognized: Jeff Nelson
Platform Expertise: 4 out of 5
Implementation Process: 4 out of 5
Responsiveness: 5 out of 5
Quality of Consultants: 5 out of 5
Flexibility / Adaptability: 5 out of 5
SPEED & COST
Speed vs. Expectations: Right on schedule!
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 scopes and quotes projects well, but our needs change during projects
Was the implementation team who actually performed the work the same team that was proposed?
Slight change to some resources
Is this partner helping you to deliver the value of ServiceNow that you anticipated? Absolutely
What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
It was not immediately clear that the Rapid Deploy implementation we opted for was limited to a handful of workflows and Catalog items. Once this was realized, Crossfuze worked with us to find a suitable middle ground, partially added to our COW, but also helping prepare our team to be self-sufficient in developing our own workflows and CIs. The result was a successful implementation meeting our Phase I objectives and scoring a solid ROI. The procurement process can be challenging for what we need and often needs to go through a reseller who is on an existing state contract. We were fortunate to contract with ServiceNow and Crossfuze through another partner.