Nutzerbewertungen im Überblick
Über ServiceNow
ServiceNow ist eine IT-Service-Management-Lösung, die Asset-Management, Änderungs- und Freigabemanagement, Vorfallmanagement, IT-Kostenmanagement und Problemmanagement bietet. Die Lösung richtet sich an verschiedene Branchen,...
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- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Der Alleskönner unter den ITSM-Tools
Vorteile
Bietet aus dem Bauchladen heraus sehr viel Möglichkeiten und Funktionen. Die einzelnen Prozesse setzen aufeinander auf und entfalten durch den aufbauenden Einsatz jener das volle Potenzial der Plattform.
Nachteile
gewisse Themen könnten bei den Kosten integriert sein (Bsp. Advanced Analytics), hier lässt sich jedoch ServiceNow gerne alles zahlen
- Branche: Freizeit, Reisen & Tourismus
- Unternehmensgröße: 5.001–10.000 Mitarbeiter
- Monatlich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
ServiceNow für Tickets
Vorteile
Es ist intuitiv, leicht zu verstehen und hat die meisten Funktionen die man braucht
Nachteile
Tickets zu eskalieren sollte mehrere Prioritätsvarianten haben als aktuell gegeben ist.
- Branche: Computerspiele
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
ServiceNow Review by a Former Helpdesk Technician
its all good, the best ticketing software for me. also Jira
Vorteile
Everything, I love ServiceNow. I used it in 4 different IT BPO companies here in the Philippines.Integration to other systems is really good and helpful.
Nachteile
I can't think of any Cons using ServiceNow, it really depends on the Management or Admin that handles ServiceNow. some management can't utilize ServiceNow's great features.
Die besten Alternativen zu ServiceNow
- Branche: Versorgungsunternehmen
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
ServiceNow is very advanced tool but very expensive.
Vorteile
ServiceNow is the leading ITSM tool in the market. It offers a comprehensive range of features and capabilities that can meet any business needs. It is constantly updated with new versions that bring more innovation and value to its customers.
Nachteile
ServiceNow is not a cheap option when it comes to ITSM tools. It can be a significant expense for organizations that have limited budgets and need quick results. ServiceNow requires a long implementation process that involves multiple stages and customizations. It also demands a dedicated staff member to maintain and manage the tool effectively.
- Branche: Bildungsmanagement
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Easy to setup but limited features
We use service now every time a change request needs to be raised our experience has been fine but the UI is very bad.
Vorteile
It's easy to setup and has limited features without overwhelming the user
Nachteile
The features are limited and UI is very bad
Zuvor genutzte Software
JiraGründe für den Wechsel zu ServiceNow
Ease of setup- Branche: Bankwesen
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
A troubling world without Service Now
It’s been great. I love the ability to develop and admin the platform all at once. It’s a great learning tool for low code and other forms of development.
Vorteile
Its ability to be completely customizable. With its only limit is your ability and imagination.
Nachteile
Sometimes it can be to customizable. It can be challenging to solve a solution when it has to be built from scratch if the system does not already include it.
In Betracht gezogene Alternativen
JiraGründe für den Wechsel zu ServiceNow
We bought both- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Best Ticketing Tool!!
On a daily basis, we had to pull a lot of reports and create graphs for the same. With Service-Now, it's very easy. We have saved all the filters and created a dashboard on Service Now. Now, we have shared the link to the dashboard to the client and all our work is taken care by the tool.
Relative time period is one top-notch filter, which has drastically reduced the time we were spending on creating the reports. It would take close to 4hrs to pull them and draft it for the client. Now, Service Now is doing the job and that 4hrs are saved for us.
Vorteile
The best thing about Service Now is the way we can handle all data and reports directly on the tool. It is really well designed in getting approvals and assigning tickets. We can also set the ticket assignment groups based on certain rules or configuration items, that really saves us a lot of time.
It is user - friendly too. Very easy to navigate and also has some built in buttons that are really useful.
Nachteile
Not a major flaw, but if it can create aging tickets report in the form of a pivot table, then there is nothing to beat this tool. We really don't need to rely on excel if we can integrate some into the reporting feature on service now.
In Betracht gezogene Alternativen
FreshdeskWarum ServiceNow gewählt wurde
The previous tool was not user-friendly. It was really difficult to make reports. It had a very poor design as well.Gründe für den Wechsel zu ServiceNow
Service-Now had a lot more features and most importantly it was very user friendly. Also, Service-Now was rated as the best in the industry.- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 5.001–10.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
as a Project lead we customize and use this Product extensevely.
I love this Tool because of its ease of use of the tool.
The way they develop the feature is great.
KB and Articles for support documents are good.
ServiceNow Community is great Help and they resolve most of the Issue there the way the Technical person explain and presenation is good.
Vorteile
all the Modules that we used are ease to use.
Documentation is well maintained.
Easy to implement.
easy to track the changes for Admin Team.
Reporting Module is Great for BIz team.
Nachteile
Cost and Product Support.
Product road Map dates are not clear.
In Betracht gezogene Alternativen
Salesforce Sales CloudWarum ServiceNow gewählt wurde
Less code development. more Drag and Drop features.Gründe für den Wechsel zu ServiceNow
Ease of use and regular Product upgrade by the ServiceNow Product Team.- Branche: Hochschulbildung
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
ServiceNow Gets You Working Now
I love the software and use it daily. It is performing well and never is down or unavailable for use. It is a reliable and effective tool for our organization.
Vorteile
The software is easy to use and read exactly what details you need. It is customizable to run various reports, as well as for automated actions for things you need done when some steps are completed.
Nachteile
It does require someone to be an administrator to really learn the platform and be able to configure it the way it is needed. It is not as mobile device friendly as it could be.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
A decent tool to manage enterprise operations
The overall experience with ServiceNow has been pretty neutral. While there is no denying that the tool serves its purpose, it must evolve on all fronts to stay in the competition. Support, Interface, Design, New features, everything.
Vorteile
The pricing of the software, in comparison to JIRA, Zendesk, etc.
Nachteile
The interface of the software can be worked upon.
Gründe für den Wechsel zu ServiceNow
The pricing of the product and the additional user pricing was a fit for our budget.- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 10.000+ Mitarbeiter
- Wöchentlich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Service Now - A one stop destination for your ITIL Needs
Awesome. Couldnt imagine any other tool doing the same stuff for you so easily.
Vorteile
User Interface is very smooth , lot of features , lot of options to configure
Nachteile
Sometimes apolit for too many features . Need some time to get used to all the funstionalities
In Betracht gezogene Alternativen
JIRA Service ManagementGründe für den Wechsel zu ServiceNow
Ease of operations , setup and use of the tool. Available integrations with all major security tools specially which enahcnes and decreases time and maunal efforts.- Branche: Maschinenbau oder Wirtschaftsingenieurwesen
- Unternehmensgröße: 10.000+ Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
ServiceNow as an employee
Vorteile
as a user it is easy to submit requests to service now for immediate actions. The ticket system is easy to follow and indicates if the request is being followed up on.
Nachteile
the layout can be confusing and it can be often frustrating when the request doesn't go through.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 5.001–10.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Proper Categorization of tickets and Managing CIs properly
It’s far better than the last ITSM tool- Remedy on terms of efficiency and usefulness
Integrating with other tools is most popular in SNOW with easy REST API
Fast and Managing/Navigation are very easy
Most of the things can be done in IT user level with a configuration changes
Vorteile
Proper managing of incidents to respective teams with 3 tier architecture starting from Help Desk
Efficient management of system changes with agile methodology through proper state transition until deployment
Categorization of CIs based on CI class and their relationship like Application, Database Instance, Servers
Nachteile
System performance can be far better on node restarting
OOB baseline does not support some level of access control for change which it should have
Changes created by “Copy Change” can not be tracked separately
Can have more option of customizing service portal in configuration based way rather than angular
Reporting on Standard Template field values should be more user friendly
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
A wonderful and probably the best ticket and change management tool
Vorteile
Search feature is very powerful and easy to use as it is globalized search.
Allows me to see the ticket distribution across my teammates.
Supports customization of the change management process.
Nachteile
The frontend design looks a bit old and not much attractive to me personally.
Also it is little bit costly. Apart from these 2 things, everything else seems great about ServiceNow.
Zuvor genutzte Software
Helpjuice- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Review by DB - ServiceNow
Vorteile
This feature is very very impactful in day-to-day IT business.
From incident management to customer engagement, it provides end-to-end solutions.
You have multiple options to display your data in graphical or list formats.
It gives multiple filters to generate effective reports.
It provides a very easy and feasible way to onboard the users and manage the customer accounts and their cases. Our IT department uses ServiceNow helpdesk services to manage the employee data. The support features from ServiceNow makes it easy.
Nachteile
I do have a few things in mind that ServiceNow can upgrade:
1. They should give the option to edit the comments we make on cases/incidents/changes etc.
2. They should provide the option to perform the search specifically on comments and it should be optimised.
3. There should be option for grid view instead of list view, such that user can go to the next case or incident and update them side-by-side. Currently if we filter out 10 cases, we have to open them all in separate tab to work on it. It should be managiable using same tab only.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Effectively manage your ITSM
Great ITSM management through Service now product
Vorteile
Service now is part and parcel of our ITSM system over the years. We have migrated from other vendors to Service now.Its very critical for IT enterprise to handle incidents, requests and to daily business as usual activities .Its also Critical for reporting metrics to management on a periodic basis. Service now also provides robust usage through Service now anywhere web interface. It just provides ease of use anywhere in a remote work setup for the larger team.
Nachteile
Service now customer support can be improved.
- Branche: Versicherung
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Best software for ITSM management in IT world
Service Now is best software for current ITSM needs in IT world. ITs easy to stabilize day t day ITSM needs and specially Assets and Incident management which can helpful to many companies to provide and set up effective resilient ITSM business model. It is very user friendly and no need to provide detailed education and training to users as its inf9rmation and educational videos are available on portals.
Vorteile
It have Selfserve option like serviceNet and different ITSM modules where Users can select required option and go for their ITSM needs without struggling for technical team. It gives ability to user to create their own report and dashboards for better visualizations and daily reporting.
Nachteile
It require VPN connection within company premise due to policies. Its difficult to manage it through mobile devices.
- Branche: Staatsverwaltung
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
ServiceNow is better than Remedy and HPSM
Vorteile
I have been avid ITIL practitioner and have been using various products in various companies of my job experience. ServiceNow supports ITIL processes completely and most efficiently where there are minor drawbacks. The level of compromise required to enable processes efficiently is less as compared to Remedy and HPSM. Service Now has harnessed the power of virtual assistants which is yet being explored by other companies. The ease of set-up and manageability makes configuration of ServiceNow a cake-walk.
Nachteile
If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process. Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects. integration with risk management could have been made simpler to show the mapping of technical risks to business risks.
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 5.001–10.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
ServiceNow really is simple awesome
Vorteile
ServiceNow really helps us to manage our customer and IT services from end-to-end. We make use of the ITSM, ITBM, IT Asset management, and CMDB features. Together all these features help us manage our clients, our services, and our assets.
There really is so much one can do with the software and once users start adopting this, it really makes such a big difference to how IT can assist the business. Even our other teams like finance started to use it as well now.
Nachteile
In terms of Backend Setup, ServiceNow does take some configuration to work really well, and this might not be an easy task for someone without previous experience.
- Branche: Hochschulbildung
- Unternehmensgröße: 5.001–10.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Not the prettiest, but very useful
People are mixed about service now, but I really love it. I couldn't do my job without it. It helps me track my work through the different stages that we've configured, and is a effective and efficient tool for project management.
Vorteile
I like service now because it's very minimal and direct, and time wasn't wasted on designing a pretty interface. we use it for ticket management, both for sending out tickets to other teams, and then also tracking our workflow. I find it incredibly helpful to be able to track all stages of my work, and don't think I could do my job without it.
Nachteile
It's a little clunky. It's not as intuitive as other options. But I feel as though the functionality, if you have a team dedicated to setting it up for your needs, is incredibly useful and will greatly help in the long run.
- Branche: Telekommunikation
- Unternehmensgröße: 5.001–10.000 Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Streamlined IT Service Management Tool
Vorteile
Easy to automate and has various features to prioritize tickets, handle priority tasks and support incidents. The biggest advantage is the ability to integrate with different systems such as Agiloft, JIRA, SecurityScorecard, CRM, etc. ServiceNow helps the implementing team to focus more on collaboration and process development rather than coding since it absolutely limits coding. It is also a well known enterprise GRC tool and has released a Vendor Module, which can be used in Source-to-Pay projects.
Nachteile
ServiceNow is very expensive, which is a huge deterrent for small and mid-size companies to use its software. They don't do Proof of Concept (POC) in most cases, which forces teams to trust them purely based on the demos and their reputation.
- Branche: Einzelhandel
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
I hate ticketing software...but not this one.
Closing tickets, overall, is faster than with all previous systems we used.
Vorteile
Its easy to use, highly customizable on the end user end, and stable. I like that I can make my dashboard look how I want it, and use the format that makes the most sense to me. The admin on the back end has set up some great workflows that allow a single request to be used to do multiple things. Imagine a single ticket to onboard a user, that requests their cubicle from Facilities, thear computer from IT, and their phone from Telecom!
Nachteile
Configuration items. The way our implementation is configured, you need a valid CI to close the ticket. If an item is not in your CMDB, you have to get an admin to add the CI so you can close a ticket. KEEP IN MIND, this is just our implementation and config, and they are working on a solution to allow end users to apply a new CI, this is just OUR temporary growing pain.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Service Now - great tool, easy to use
Vorteile
In Service Now I appreciate a lot of features that helps me to work on my daily tickets with a pleasure! Great reporting abilities, easy to use dashboards keep my work organized which helps me keep my performance on high level to provide best support!
Nachteile
Service Now can be quite complex for someone who is at the begining of using it however the deeper You go the easier it is for You to learn and use Service Now features to improve Your work
- Branche: Computer-Software
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Automation platform for ticketing services.
Best overall, have been effectively working with ITSM modules and working with Incidents, problems, change , catalog items .
Vorteile
The best feature I liked about its workflows, the way it is implemented in a backend process for tasks, approvals , and autopopulating required fields etc are signs of great features. Also its integration service that allows clients about their stages of requests. Also in problem tasks the way it creates a RCA ti avoid further incidents count on as great features of ServiceNow.
Nachteile
The SLA is what I dislike because there are some tasks that require greater time than the expected time also in catalog items in variable type as multiple choice if we want to hide a choice it is not possible and requires DOM scripting because of which in future relaeses of new versions it could create an issue.
- Branche: Unterhaltung
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Wöchentlich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Review of SNOW
Overall is good. It has most features that I need.
Vorteile
ITSM. Ticket management and dashboard.
Nachteile
UI not intuitive enough. Sometimes it's not easy to find the button