ServiceNow

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

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.

Vorteile

Unified IT service management tool with support for customizations and scalability. Used since more than 5 years for Incident management and lifecycle of incidents.

Nachteile

ServiceNow is bit expensive for smaller organizations or those with limited budgets. Also customizing for specific enterprises is bit time consuming.

Vorteile

we can manage incident, task and create change.

Nachteile

service now Root ticket will create multiple task

In Betracht gezogene Alternativen

Gründe für den Wechsel zu ServiceNow

Vorteile

Versatile platform that can easily integrate into existing workflows/processes, including incoming email messages, to seamlessly launch incidents.

Nachteile

There can tend to be a lot of "clutter" to sort through with the default version of the incident ticket creation, which can make it difficult for ticket creators/users to filter through the traffic to find relevant updates.

Vorteile

I most like the search and filter functions of the ServiceNow GRC tool.

Nachteile

I don’t think the ServiceNow GRC tool is the most user friendly compared to similar GRC tools such as Archer.

Vorteile

ServiceNow streamlines the complex workflows, in my customer support setup it helped me in creating a proper workflow of issue creation till issue resolution and closure. This saves time and improves productivity.

Nachteile

While it is a robust solution, it also has a steep learning curve, especially for someone new to IT. This requires separate training sessions for new joiners.

Vorteile

It was very easy to handle the incidents and task.

Nachteile

Service now SLA timing track more complexity.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu ServiceNow

Vorteile

●ServiceNow can be customized as per the business needs.
●It can be integrated with other systems & workflows. Along with ticketing system, it is used to keep a track of IT equipments.
● Great automation features & in-built tools.

Nachteile

● May need integration with other products for complete business solution.
●ServiceNow can be expensive for organizations with limited budget.

Vorteile

1. Easy ticket management , creating and tracking with servicedesk.
2. Can easily connect with JIRA as well to take updates related to development as well.
3. Interface is upto the mark with stability in platform.

Nachteile

1. There is nothing much for customization according to us.
2. Initially a proper training a timeperiod is needed to get the actual overview of product.

Vorteile

ease of identifying issues, categories, options

Nachteile

Speed of responses often delayed or underserved

Vorteile

Customisation for creating ticket submission templates to ensure we're getting the critical information before incidents, requests, or changes are raised

Nachteile

It can be a bit cumbersome and timely to fill out tickets.

Vorteile

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.

Nachteile

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

Vorteile

Lots of feature that were pretty great.

Nachteile

The clunkiness of the product was discouraging. I wish the mobile app was worthwhile but it was very difficult to use.

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.

Vorteile

ability to unify and automate workflows across an organization, making it an incredibly powerful tool for enhancing operational efficiency. The platform's versatility allows it to be tailored to various business needs, from IT service management to HR, customer service, and beyond and ensure a smooth user experience

Nachteile

sometimes when I have raised the HR ticket, the resolution provided is not upto the mark or is unsolved.

Vorteile

The software can be extended to many use cases. So you can future proof the solution with a view to add more modules to be integrated among those modules.

Nachteile

User interface is not the most intuitive. You cannot get it to work exactly how you want it. In fact my company has to develop a comprehensive user guide to teach us how to use it. There is a known learning curve and you need time to get used to the software.

Vorteile

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.

Nachteile

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

Vorteile

It is easy to navigate the system as an end user requesting IT support

Nachteile

Sometimes it is hard to find the category I am looking for support with, but that likely has to do with our build

Vorteile

Ease of setup and then all the different 3rd party vendors it can integrate into. Makes this an easy sell to any company.

Nachteile

Have not found anything not to like yet.

Vorteile

ServiceNow makes submitting tickets for issues across teams extremely easy and comprehensive. This platform allows detailed handoffs, easy timeline tracking, and simple commenting/chats between teams.

Nachteile

There was a slight learning curve with this platform and initially figuring out how to use all of the features but after that it's easy to use.

Vorteile

Service now best used now sats to manage incident scrask and our work environment.

Nachteile

Nothing to be disliked in service now it is best at all.

Vorteile

The user-friendly interface and customizable workflows make it easy to use.

Nachteile

Integration with third-party applications can be challenging at times.

Vorteile

SNOW offers almost every features & functionality as per ITIL process to run the operations smoothly & can be modify as per requirement at any time which makes it flexible & more productive.

Nachteile

Found deployment process little tough & its comparatively expensive in other respective tools.

Vorteile

It is easy to use, and you can custom your views

Nachteile

Sometimes it is really slow when you click on a link

Vorteile

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

Nachteile

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

Vorteile

Efficient service for managing and tracking your incident tickets and request tickets. We use it daily and it’s very responsive.

Nachteile

User interface could be better as it looks very plain now.

Vorteile

Overall ServiceNow has done what it needs for my purposes as an end user. It is the HelpDesk solution I use now and have used it in the past with multiple different companies. I know that to a degree it's highly customized to cater to what it's used for. So my experience is that it gets the job done.

Nachteile

The thing about ServiceNow I like the least would be the navigation. Now I believe that ServiceNow is customized by each business to a degree, to make it fit their needs. With that being said, I feel that maybe their level of customization/integration could be improved. For instance in my current environment, it works to get everything done correctly on the backend, but is always very tough to follow along tickets and such as an end user. So while this may be more about "the way my company uses it", based on past experiences, it always has felt a bit clunky and hard to navigate.

Vorteile

Services it provides, having everything at one place from ITSM to HR to asset management and a lot more

Nachteile

Nothing to dislike , it’s a great product with great service.

Vorteile

The flexibility to customize and automate processes.

Nachteile

There is nothing I Don't not like about ServiceNow

Vorteile

Dashboard and Reporting
Ticket Management
Customisation
I am in the process of setting up automated ticket creations based on application alerts which will be fantastic.

Nachteile

It takes a little time to get your head around the reporting element if you have multiple status's. You have to play with the data to get it spot on, but its fairly easy and you will get the hang of it quickly.

Vorteile

ServiceNow es la herramienta ITSM líder del mercado. Ofrece una amplia gama de funciones y capacidades que pueden satisfacer cualquier necesidad empresarial. Se actualiza constantemente con nuevas versiones que aportan más innovación y valor a sus clientes.

Nachteile

ServiceNow no es una opción barata cuando se trata de herramientas ITSM. Puede suponer un gasto importante para las organizaciones que tienen presupuestos limitados y necesitan resultados rápidos. ServiceNow requiere un largo proceso de implementación que implica múltiples etapas y personalizaciones. También exige un miembro del personal dedicado a mantener y gestionar la herramienta con eficacia.

Vorteile

Allowing customizations, allowing storing different types of data, multi-purpose.
Easy creation of reports

Nachteile

When accessing related fields, the creation of reports is sometimes slow. Combining data from multiple tables/sources is not straightforward.

Vorteile

Powerful platform known for its ability to streamline IT service management and automate business processes. It has a user-friendly interface that enhances productivity by allowing users to easily navigate and access features. Additionally, its customizable workflows and reporting tools provide valuable insights, enabling organizations to make data-driven decisions.

Nachteile

The platform can be overwhelming for new users, requiring significant training to fully leverage its capabilities. Implementation can be time-consuming and costly, which may not suit smaller organizations with limited budgets.

Vorteile

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.

Nachteile

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.

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

Gründe für den Wechsel zu ServiceNow

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.

Vorteile

Servicenow is an integrated service management tool offering the entire ITIL lifecycle at your fingertips. I haven’t used any application which can seamlessly integrate all the processes cohesively as per the organisations requirements.

Nachteile

Depending on the level of customisation required, servicenow can get expensive to implement.

Vorteile

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.

Nachteile

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

Vorteile

Automated ticket creation with perfect dashboard and report creation customization. Highly integrable product with multiple APIs

Nachteile

Cost is not suitable for small businesses. Interface is old and laggy.

Vorteile

Mi è piaciuta particolarmente la flessibilità dello strumento che permette all'utente di poter creare o modificare viste in base alle esigenze aziendali.

Nachteile

Al momento non ho trovato un vero e proprio lato negativo

Vorteile

For our industry, keeping the lights on is important. Using service now as a front door to operations management was a big improvement over spreadsheets and loose paper. Taking an approach of automation and routing first to improve our customer Service improved stakeholder relationships dramatically.

Nachteile

Cost, it is not equitable for small businesses. It is cost prohibative at times but we are trying to make it work.

Vorteile

The most I like about ServiceNow, is that it is easy to use and easy to understand

Nachteile

The least I like about ServiceNow is that sometimes it takes more time to load, but I guess that is because of my PC

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

It is an easy platform to connect with the various service departments in my company. We have a large company with many departments so this software makes it easy to access the help I need.

Nachteile

Some of the organization of ticket numbers makes it hard to find previous tickets. Could be more consistent/have information displayed better in a more accessible way

Vorteile

All-in-one product for the organization's digital transformation. ServiceNow offers a variety of solutions for ITSM, ITAM, ITOM, CMDB, HR, etc.

Nachteile

ServiceNow doesn't provide a free trial period. The license cost may seem expensive as well as annual fee for developers/administrators/architects to keep their certification valid.

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

Vorteile

The customizability and integration options in ServiceNow are fantastic. Being able to link knowledge base, inventory systems, and ticketing systems in one stop is amazing.

Nachteile

Some of the features seem to be a bit redundant and I'd prefer that the base software roughly stay the same instead of any unnecessary layering.

Vorteile

Easy to use and integration with other app is seamless

Nachteile

The ability to integrate it with PagerDuty to send out Priority One alerts as they are raised by the customer is amazing.