October 22, 2012
Overall consensus is that although the ServiceNow user interface is more intuitive and the tool allows for out of the box process flows (process improvements would be easier to implement), Remedy OnDemand 8.0 is a more robust tool that is already in use. The group recommends that we continue with the Remedy OnDemand implementation and maximize on the fact that we have familiarity with the tool, with the intention of developing and integrating a ServiceNow type UI to drive adoption. The group also recommends the following guiding principles to be used in out roll out of the ITSM program and corresponding tool:
- realistic scope based on our organizations maturity level
- governance process for customizations
- CAB
- rationalize customizations
- have sponsors for customizations
- catalog customizations
