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Go Mobile With ServiceNow Madrid

ServiceNow Madrid will have improved mobile device capabilities. These benefits will take effort, but should be worth the investment.

The company highlighted these mobile-first features in both this press release and its Q1 2019 analyst briefing:

  • The ability to develop apps without writing code in Mobile Studio that can interact with the Now platform;
  • A native mobile app for service desk technicians; and
  • A mobile field service management app.

Our Take

ServiceNow defines the ITSM feature space. However, it is only 12 out of 16 in the SoftwareReviews ITSM category because people are unable to achieve the benefits offered by these features. I make this claim because of their low scores in these vendor capability criteria:

  • Availability and quality of training (12 out of 16 vendors)
  • Vendor support (11 out of 16)
  • Ease of implementation (11 out of 16)

The client service team is also a pain point. Of the 46 respondents, 33% found the team ineffective/unhelpful, and only 50% found them friendly and caring. These pain points inhibit clients from realizing the desired benefits, resulting in low feature satisfaction scores.

Source: SoftwareReviews, February 2019.

These announcements will help improve two of the features in which ServiceNow is the farthest behind: multi-device capability and technician administration. As Info-Tech’s lead mobility analyst, I’m very excited to see ServiceNow adopting these mobile capabilities.

Looking back at the underlying pain points, expect to have some difficulty implementing these new features. As always, continue to invest in tool administration, learning and development, and possibly professional services.


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