ServiceNow Reviews

I used ServiceNow in a Desktop Support Role

Comments: I used ServiceNow daily, almost hourly to be honest, as a Level 2 Desktop Support Agent. It replaced vFire which was getting slow and agonizing to work with. Tickets would come in and we would perform the work and move the ticket along and/or close it altogether depending on the job. I liked using it and felt it was very robust and powerful while still being nimble and problem free.

Pros:

ServiceNow is fast and issue free so long as it's setup correctly. The interface is simple and easy to understand. The learning curve, unlike older software, is practically nonexistent.

Cons:

Sometimes tasks can have subtasks that are nested so deeply that they can be missed on first glance. I wish the software had a simpler nesting system.

ServiceNow helps us centralize our processes

Comments: Our distributed crew was able to get together and focus on a single source of information. Now that all incidences are being recorded in one place, we have more insight into how things are progressing.

Pros:

Thanks to ServiceNow, our processes are much more streamlined. Assisted in creating a streamlined operation. Our remote team's efficiency increased once we established a central hub where everyone could access the same, reliable information.

Cons:

There is some lag time when utilizing the dashboard, but I'm sure this will be addressed in a future update. In addition, I think the report function may use some tweaks.

Industry Standard for ITSM

Comments: I've used it at a previous company and my current employer. As long as it's built correctly, You'll enjoy it.

Pros:

The flexibility to customize and automate processes.

Cons:

There is nothing I Don't not like about ServiceNow

Great Ticketing Management Software

Comments: Using ServiceNow is nice and it's fairly organized and clean looking. I use it occasionally to enter tickets and it's pretty easy for me to track the progress. If anything changes, it notifies me via email. I haven't used any advanced tools, like the analytics, but I imagine it's quite handy for supervisors.

Pros:

Lots of options when managing service tickets. This software is flexible enough for IT, HR, and other departments to be grouped into one as long as you are granted the access to see them. The UI for the web app is nice and simple. There are some decent dashboards already built in for you to choose.

Cons:

There are too many options listed in the All menu. Most of them I don't use so I have to favorite certain menus and ignore the rest.

Great Ticketing Tool

Comments: Over it is a great ticketing tool where a number of reports are easy to create and allows for some customizations.

Pros:

I really liked how it cam integration with other applications and systems. The reports and dashboards really gives good insights to what is going on. It is a brilliant ITSM tool as well as the licensing mechanism.

Cons:

So of the out of box examples do not really match up to any of the organization needs. Integration with risk management could have been simpler to show the mapping of business to technical risks.

Service Now, a tool you must have in your toolbelt.

Comments: It is a great tool, all business that handle tickets should use it, it will improve the overall performance, control, and assistance of the customer.

Pros:

The reporting part of Service now is the best, I have used multiple ticketing tools that does not provide any report assistance after. The customization of the tool is also nice, it helps you to create an environment that makes you comfortable.

Cons:

It takes some time to configure to do what you want in the tool, and to link it to other systems.

Good product but alot of features are paywalled

Pros:

Very easy to use. Can be utilised with low knowledge on the application but also offers in-depth features that really benefit your service.

Cons:

Not all features are available with the base packages, you need to buy more and more to unlock the full service

One-Stop-Shop for Ticketing

Comments: Great experience with an intuitive tool that integrates with other enterprise systems and facilitates task completion.

Pros:

I liked that it integrated with the other systems we use like Salesforce and apparently Quick Base. Also, I liked seeing the tracking of comments made, updates to the ticket, questions, etc.. It provided a sequence of events and allowed for document attachment.

Cons:

I had no real complaints; it worked as intended and is better than other "ticketing" tools that I have used.

ServiceNow Review

Pros:

Vast product with so many helpfull features/

Cons:

AI integration is still not the best. Also the whole UI could look better

An intuitive, communicative, clean way to track support requests

Comments: It's a very clean software, making it extremely transparent to all users on how to raise and track their cases while giving them the necessary assurance that their cases are being worked on.

Pros:

It's an easy platform for me to use as an end-user to raise my service requests, and to know these are being logged sufficiently and adequately and will be transferred to the correct department - and I feel assured I'll get a speedy response, with a solid mechanism for following up on my request should I need to.

Cons:

None, I've yet to have any negative experience with the Service Now platform.

Service Now Product Review

Comments: This is an awesome product which can be customized for any business.

Pros:

I like the ticket management, change tracking and reporting options of this product.

Cons:

As this is a web-based, we need to have a good WiFi connection to connect the VPN

S-Now

Comments: New to the tool but very excited.

Pros:

Tool is very in demand and resources do not need much training. Easy to setup as many companies offer the setup packages.

Cons:

Integrating various things is tough as it need the requirements from customer.

Main ticketing tool for a company present in over 60 countries

Comments: From perspective of a Service Desk Agent, Service Now is a solid ticketing tool with lots of customization and integration options, and decent monitoring capabilities. With regard to reporting - it is no match for an Excel spreadsheet, but the option "Export to Excel" is available in any report table :)

Pros:

Customization options and integration with with other tools (Nagios) as well as separate instances of Snow. As an example: one of our customers is running their own instance of Service Now. Their users interact with their own instance of Snow: log incidents, create service requests, receive and respond to mail communication. Snow objects from customer instance are then bridged (synced) into our instance of Snow, where they are actioned by fulfillers. User communication, ticket status etc. are then bridged (synced) back into customer instance of snow and reach final users.

Cons:

There is a learning curve for agents coming from other ticketing tools as well as for new joiners - which is expected. A lot of user guide/process information is openly available, however not all the options described (especially reporting) are available in the version currently deployed by the company, which leads to some areas of tribal knowledge.

Modern Management for Tickets

Comments: easy to use and no training required for end users

Pros:

easy to use and no training required for end users

Cons:

should be easy to find and search for older tickets when closed

Very flexible ITSM Tool

Pros:

This tool is very flexible and allows even Business Users to configure processes and worfkflows.

Cons:

The license is rather difficult to understand and must be re-considered over time.

As Flexible as it is Functional

Comments: We've been using ServiceNow for 5+ years and it has really transformed our Service Desk and Customer Service teams ability to work with the customer.

Pros:

ServiceNow is such a user friendly product. Their out of the box modules require very little customization to get you up and running using a wide suite of available modules, there's not a lot ServiceNow can't do.

Cons:

Over-customization can make upgrading time consuming but there are plenty of guides to assist you with this process.

Best ITSM tool

Pros:

Service now makes integrating workflow automation easy. I am able to carry out multiple IT Service management activities, ranging from incident management to Change management. it helps to aid accountability, you are able to view the work effort of each employee and the time it takes for incidents to be resolved in line with SLA. With Service now, I am able to view all task and incidents raised to my team at every particular point in time, assign them to appropriate team for resolution and also follow up on resolution. It also provides a platform where i am able to identify trends and recurring issues. The dashboard allows me to view all related activities at a glance, for me it is the best ITSM tool .

Cons:

From NON -IT user perspective, it is difficult to work around the platform, it needs etxra training to educate users on how to use it. Asides that it is a great ITSM tool.

Great Ticketing Tool!

Comments: Overall, this is a great software to organize and manage requests and concerns in mid to large businesses.

Pros:

This software have extensive features which allow us users to work more efficiently. Managing request and concerns of our employees has been easier because they can create raise it through chat or ticket/case in this software anytime. Communication by users and administrators have been easy because they can follow-up through the software or even via email. Dashboard also can be customized depending on the user's needs. It also has a Knowledge Base Management attached to it which allow administrators to clarify or countercheck their responses/resolutions to the tickets/cases.

Cons:

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.

Service Now - Excellent Ticket System

Comments: - The overall experience with ServiceNow is excellent for various business use-cases and functional use-cases

Pros:

- The most critical feature of the ServiceNow feature is, the customizations that we can make to the tool for ticketing purposes, routing purposes and integrate other applications for business flow to seamlessly work. - The UI of the tool is very intuitive and self-understandable for any user to quickly navigate without any confusion - The OOB features available for this tool are wide-range and can be leveraged for various business use-cases

Cons:

- The ServiceNow team can include more customizations and OOB integrations to avoid any over-head for the customers to implement themselves in-house - The support can be more helpful and available at all times in blocker issues

Excellent tool for all of your IT requirements.

Comments: Overall experience is good and we have mapped our multiple application with servicenow through which we are enabled the auto ticketing and monitoring the applications.

Pros:

-You can create multiple dashboards.-Customized chat integration.-customization capabilities.-inbuilt plugins to integrate the 3rd party applications.-Report customization facility.- Work flow customization.

Cons:

-Due to lots of module, Sometime its confusing to select the particular module.-Page loading took time.- Implementation took time and required ServiceNow expert to implement.

Great Tool ITSM

Comments: Generally it is a good system. If an organisation is coming from a manual way of service management they can adopt it.

Pros:

The product did not change the way we have been conducting business but it made it easier. It is easy to follow through requests and incidents in the system rather than manually following. The system removes geographical boundaries as you can escalate an issue which can be resolved in a short time by someone in a different location. You can have a reports which can inform you on strategic decisions. For example you can realise you need more human resource from the reports

Cons:

It needs to add some component of AI where a bot can assist other users on some of the petty frequent similar request

Good professional software

Comments: I have used servicenow on multiple projects, mainly for incident tracking. It has worked very well for our teams.

Pros:

Service now has tons of features that makes tracking tickets and incidents easy. Submitting tickets is straightforward and the communication on updates is good.

Cons:

I don't love the UI, I think it is a bit clunky.

ServiceNow review

Comments: It helps in escalation of customer queries to support teams. Follow up on issues that are highly logged.

Pros:

ServiceNow is easy to use to escalate customer issues to support groups incase a fast call resolution is not given. You're able to track the resolution given to the issue logged by searching the incident.

Cons:

I like all the functions of servicenow so i have nothing negative to say.

one stop shop for all type of tickets

Comments: Excellent

Pros:

one stop shop for all type of tickets, easy to use, fast to search

Cons:

Performance need to be tuned a little more

Really helped our team manage requests and tickets

Comments: Great. Definitely recommend this for large businesses with multiple different departments and employees where you need to have a reasonably large IT department to hep process application requests, troubleshooting and equipment requests and more!

Pros:

The ease in which it kept track and managed IT ticket requests. You could easily see the queue and also do tons of data analytics from response times, to ticket requests per month per department, and how often tickets had to be escalated. The cloud-based platform really helps your reomte workers have access to a live database that was updated and always "correct." This was also extremely affordable for all the different capabilities it added.

Cons:

The service technicians aren't always available as spelled out in the service agreement. Luckily we didn't have issues with this often and we were able to resolve issues on our own or could wait it out until it was fixed.