Thread regarding ExxonMobil Corp. layoffs

What do you think about ServiceNow?

Let's have a sincere thread on this.

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| 3448 views | | 29 replies (last January 12, 2022)
Post ID: @OP+1eGm184u

29 replies (most recent on top)

i don't blame the MSP but IT services for the average user are down in quality. is the goal to reduce spending by users giving up raising any tickets? because that's where i am heading.

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Post ID: @5xmt+1eGm184u

Sucks vs previous solution and felt like a rushed roll-out full of bugs.
It's such a pain raising tickets now - that's if you can even find the right ticket button to raise.

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Post ID: @5wha+1eGm184u

https://careers.smartrecruiters.com/ServiceNow

At ServiceNow, our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and enterprises. We’re growing fast, innovating even faster, and making an impact on our customers’ and employees’ lives in important ways. With ~6,900 customers, we serve ~80% of the Fortune 500, and we are #1 on FORTUNE® Future 50 2020. This is the future of work.

Help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

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Post ID: @4agx+1eGm184u

Thank you BK for your leadership. ServiceNow is a success.

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Post ID: @1mlg+1eGm184u

@tgm+1eGm184u

There is money at the bottom of a huge oil field. I am not certain there is money at the bottom of our IT projects. …but whatever.

I suspect, from the number of IT people on this site, that an EM IT job isn’t very gratifying. It probably comes back to the fact that no O&G company is an ‘IT’ company. That sounds horribly critical…I know.

Spend a couple of years in a non-IT rotation within the company. I suspect it will be advantageous to your career if you stay at EM, and may change your views EMs actual IT needs (given the average worker skill).

Sad to say, but right now we need to find more talented people who are more interested in generating profit than hiking up the management ladder. No super smart IT programs are going to dig us out of that ho-e, because we don’t even have the skill sets to properly utilize them. I think EM’s IT aspirations are running before they can even walk. The headlines I see remind me of the algae project; marketing fodder being run by 1-3 people out of 50,000.

And we really need to stop building our own cr-p systems and buy packages. And that is not an issue with our ‘builders.’ We have plenty of smart IT people. That is issue with a company that wants every option under the Sun and will pay millions for a super customized full-of bugs program, rather than just adopting everyone else’s more simplified work process. The later will save money on the IT side AND reduce all the pointless internal work that we cannot seem to let go of.

Oh, did I forget to mention the number of times people forget how to do the work manually when there is a system down? No excuse for that one! Ha!

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Post ID: @1zpo+1eGm184u

The fact that these people can’t understand how to use an industry leading tool shows the overall incompetence of the organization. The days of handholding d_mmies are gone. Why are we even talking about this on this site? Is it just IT complaining here?

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Post ID: @1aoq+1eGm184u

SNOW is horrible and the training was horrendous. Noticed that the person who rolled this out got an award too. What a joke, why roll it out if the MSP can't even work on it. ITSM was bad but at least everyone was used to it.

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Post ID: @1bfy+1eGm184u

Super slow, some buttons are not working. There are forms that have mandatory fields but you cannot fill them out.

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Post ID: @ojt+1eGm184u

Coming from a company that had real IT, staffed by people who knew computers and could speak English, I’ve come to the conclusion that XOM doesn’t have an IT help desk.

If I can’t figure it out on my own, or Google it, I can’t do it. Whatever repercussions that has for the business, so be it.

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Post ID: @oze+1eGm184u

I’m not an IT person at all - but this sounds to me like SAP being rolled out for more functions (planning/scheduling, work orders, etc). SAP is an amazing tool if you learn to use it. If you get poor training or have a buggy rollout it’s miserable. When another company I worked for rolled it out they did it one site at a time (small first) to see what the issues were, then corrected them. By the time it got to the whole corp, it was effective (I’m not going to say smooth - SAP is in no way smooth).
This service is stuff people are complaining about sounds like we rolled it out to meet a deadline for a VP so they can say “complete” and get a green box on a table somewhere and then get paid out extra RSUs.

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Post ID: @cop+1eGm184u

@tgm has it right. And it goes beyond just a ticketing system. SNOW also has a world-class CMDB, and some amazing service catalog capabilities, among other features.
Most companies just don't go in-depth enough, in the discovery phases, to properly account for what will really be needed, so they can include all aspects of implementation in the budgeting process. They get the quote for the product, figure in far too little for implementation, and then end up getting an approval for what amounts to a half-baked solution that may never get properly corrected unless specifically addressed and accounted for in a second project after the fact.
And that is why a lot of people you ask think ServiceNow sucks. Properly implemented, I can't think of anything better.

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Post ID: @mdx+1eGm184u

I don’t think it’s any better or worse than the old ticket system, but the MSP sux in general

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Post ID: @xmk+1eGm184u

@akq+1eGm184u Doesn’t understand how technology works…at EVERY company, whether good or bad, whether Google or XOM, there’s a ticketing system. Why? Because that is how the industry keeps track of what’s going on with critical systems. That’s how we track when something is starting to act up about invoices. The ones that don’t end up in complete disarray (WAY worse than we are now, if you can imagine) and come audit time they fail miserably. Trend analysis would be impossible if we had to manually track every incident.

We do waste an incredible amount of time and money on stupid ideas that the business has that IT says have no value but are forced to execute anyways, that then everyone complains about. ServiceNow being sh-t is because the business decided that, yet again, it wanted something that would have value if implemented properly, and then gave it no money to be implemented properly. But ServiceNow does actually have some value when done correct.

It’s like if I found a huge oil field in a prime location for drilling and handed you a shovel and then complained.

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Post ID: @tgm+1eGm184u

Sorry, I have way bigger concerns for this company than an IT self-help application.

If our employees cannot figure out
Some basic computer stuff, that is on them. I have no sympathy for that guy who is calling IT 3x a week.

Keep the firewalls behaving, and comparable with some critical applications. Keep the systems that process invoices running. The rest is a bit of fluff. Don’t know why we spend money on it.

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Post ID: @akq+1eGm184u

Service Now is BK's signature project. Its a reflection of his IT prowess.

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Post ID: @xaa+1eGm184u

It (They) SUCKS! Don't know what form to use, half of the forms do not work, tickets get stuck in limbo, and it's difficult to find out the status of a ticket (Is it awaiting an approval). I tend to blame the BTC because tickets are taking weeks to be processed. Everything needs to be assigned as critical to get it completed in a reasonable timeframe.

I really do not know if the problem is ServiceNow or the BTC... it's probably both!

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Post ID: @ytn+1eGm184u

I think it’s just bad branding if it was called what its actually delivering “Service Later” no one would bat an eye.

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Post ID: @oco+1eGm184u

Another reason why the business should listen to IT when they lay out a budget and not just pick the cheapest implementation plan possible.

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Post ID: @psq+1eGm184u

ServiceNow is the very best. Most companies underestimate the initial setup and ongoing administration overhead, therefore at most companies it's a nightmare. As it will be here.

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Post ID: @ncy+1eGm184u

At work: of course it takes time to get used to a new system. I’m sure we will see great benefits from switching.

Reality: worst implementation I’ve ever seen. It’s newer impossible to check on a ticket and see where it is in the queue. I’m with Gary the contractor.

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Post ID: @mfy+1eGm184u

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