What do you like best?
As a user I like the fact that I can go search for issues and resolutions without having to call the service desk. When I do call the service desk many times they will reference a knowledge entry in service now. It's nice to know a lot of our knowledge is stored there.
What do you dislike?
Similar to servicenow in general, searches take longer than they should. 15-20 seconds. It could be hardware related but many other web based systems in our company are not as slow.
Recommendations to others considering the product
Take the time and money to have workers enter their knowledge into the system. Take the time to mark items for review, review them and make updates accordingly so the information remains updated.
What business problems are you solving with the product? What benefits have you realized?
We spent many months adding knowledge to the knowledge management part of service now. That took a lot of effort, but now we're reaping the rewards by having all the knowledge in one location, many users self serve to find answers to questions that would have been routed to the help desk.