ServiceNow Replacement with NITRO Help Desk

A large manufacturer in Switzerland was looking to replace ServiceNow with a new service desk solution. With rising costs of ServiceNow and a framework that was too complicated and difficult to use, they knew they needed a good long-term solution that they could grow with.

Specifically, they were looking for a way to replace three modules from ServiceNow:

1. Incidents
2. Service Request
3. Knowledge Base

They came to Crow Canyon Software for a solution and found that leveraging NITRO Help Desk coupled with a few enhancements was exactly what they needed to replace ServiceNow completely.

“This is exactly what we needed to replace ServiceNow. We are thrilled with how the replacement has gone and our experience with Crow Canyon.”

– CIO, Manufacturer

With a few tweaks, NITRO Help Desk gave the manufacturing company the power to move off ServiceNow and focus on growing their business.

Incidents: NITRO Help Desk met their incident needs with its out-of-the-box features and just a few configurations. We enhanced our team routing and team assignment features and ServiceNow’s incidents quickly became a thing of the past.

Service Requests: We added a Service Catalog with dynamic forms, lifecycle management, and other features. Users now have a robust platform to make requests for IT services.

Knowledge Base: Our existing Knowledge Base met their needs with its extensive authoring, revising, and permissioning components. The Knowledge Base includes easy self service for users and staff, along with dashboards for managers.

“NITRO Help Desk’s customizations to replace ServiceNow has been great for us. Implementation went smoothly and Crow Canyon worked to help make the transition as easy as possible. We are thrilled with our new Service Desk.”

– CIO, Manufacturer

With the NITRO enhancements, layered on top of the Microsoft Office 365 & Teams environment, this implementation was very successful. The solution uses both the native capabilities of Microsoft Office 365 along with NITRO Help Desk features to give the company the full ServiceNow replacement it needs to provide better service more affordably.