Über ServiceNow Customer Service Management

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, einschließlich Finanzdienstleistungen, Gesundheitswesen, Hochschulbildung, Biowissenschaften und des öffentlichen Sektors. ServiceNow bietet ein Self-Service-Portal, mit dem Nutzer Probleme melden und lösen und den Fortschritt verfolgen können. Das System kann auch Finanz-, Vertrags- und Inventardetails in Bezug auf Hardware, Software und virtuelle Infrastruktur verfolgen. Diese Lösung bietet einen Änderungskalender, einen Auswirkungsrechner und einen Kollisionsdetektor zur Bewertung von Risiken im Zusammenhang mit Änderungen in der IT-Konfiguration. Mit den Vorfall-Management-Funktionen von ServiceNow können IT-Abteilungen Vorfälle über das Self-Service-Portal, E-Mail, Chat und Telefon erfassen. Problemmanagement-Tools können helfen, die Ursachen von Serviceunterbrechungen zu untersuchen, Trendanalysen durchzuführen und Servicekonfigurationsüberprüfungen bereitzustellen, um zukünftige Unterbrechungen zu verhindern. ServiceNow erfasst auch alle IT-Kosten und präsentiert sie den Stakeholdern durch Berichte und Diagramme.
ServiceNow Customer Service Management Software - 1
ServiceNow Customer Service Management Software - 2
ServiceNow Customer Service Management Video
ServiceNow Customer Service Management Software - 1 - Vorschau
ServiceNow Customer Service Management Software - 2 - Vorschau

ServiceNow Customer Service Management Preis

ServiceNow Customer Service Management bietet keine Gratisversion.

Startpreis:
Nicht vom Anbieter bereitgestellt
Kostenlose Version:
Nein
Kostenlose Testversion:
Nein

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Nutzerbewertungen zu ServiceNow Customer Service Management durchsuchen

152 von 152 Bewertungen
Sortieren nach:
Jason
Jason
  • Branche: Computer-Software
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
4

5
Bewertet am 31.7.2019

ServiceNow A Great Piece of Software

We use it to enter tickets for clients experiencing issues with our software. I use it on a daily basis to log these tickets and to keep records of issues that are clients experience.

Vorteile

This software is very easy to use and is extremely user-friendly. I love that it is very customizable and can be tailored to any buisness model.

Nachteile

There are times that it can be slow when trying to interact with some of the dashboards.

Solomon
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 7.5.2024

My Incredibly High Valued Review on ServiceNow Customer Service Management

Vorteile

It is easy to manage our staffs effectively.
It has an easy to use and userfriendly interface that is fit for all our employees.
It is easy to cut tickets to our customers having issues.

Nachteile

There is nothing we liked the least.It delivered to our company's expectations

James
  • Branche: Automotive
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Wöchentlich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
1
Funktionalität
2
Bedienkomfort
2
Kundenbetreuung
1

1
Bewertet am 27.12.2023

Don't use IT Service Now

Don't use Service Now. don't waste your money.

Vorteile

None of the Service Now items belong to the "Like" group.

Nachteile

Service Now technician can not fix anything. It is worthless.

Analia
  • Branche: Versicherung
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Monatlich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 16.10.2024

Great tool for incidents and service requests management

Great tool for incidents and service requests management

Vorteile

It provides full integration with teams and tasks, allowing to easy monitoring their status and progress

Nachteile

It has so many branches to get an incident sent to.

Song Kean
  • Branche: Telekommunikation
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 2.4.2024

A refreshing tool

Smooth and fast tool. Features rich. Cannot wait to explore more to discover the full potential of this tool.

Vorteile

The ability to build personal and team reporting dashboards

Nachteile

Documentation to get help on creating filters

Will
Will
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
1
Funktionalität
1
Bedienkomfort
1
Kundenbetreuung
1

1
Bewertet am 14.12.2021

ServiceNow Not for Small and Medium Sized Businesses

When this was flagged to ServiceNow Management, they have washed their hands of it and said for me not to get my hopes up that they will do anything. It's clear that I am too small of a business for them to do anything for us. My only option now is litigation.

Vorteile

The PROMISED functionality is fine. They never got it to a functional state after a year of "implementation." I do not recommend ServiceNow for small and medium sized businesses because ServiceNow doesn't care about fulfilling their promises because losing a small business is no big deal.

Nachteile

I feel that ServiceNow lied to me. I was told that it could integrate with NetSuite, our ERP. ServiceNow referred us to one of their partners for implementation. We bought it in December of 2020. It is now December 2021, and the tool is still not implemented. On top of this, they are contacting me asking why I haven't paid for the second year of the service! We have not been able to actually use the tool once! We are too small of a company for Service Now to do anything about the issue.

Verifizierter Rezensent
  • Branche: Personalwesen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 3.5.2024

ServiceNow is the best tool for Ticketing Management

Vorteile

1. User-friendly interface. 2. Reduce manual tasks. 3. ServiceNow offers a wide range of IT service management features and they are very user-friendly.

Nachteile

The price of the service can be expensive to implement and customize, especially for smaller businesses or organizations with limited budgets.

Verifizierter Rezensent
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 12.7.2024

ServiceNow - Integrate all you can . One stop for Managing your IT Lifecycle.

Vorteile

Managing ITIL Processes has become easier with ServiceNow. Integration with various security tools helps a lot.

Nachteile

Sometimes Implementation can be tideous but the Customer service team is awesome to help you with that.

Tomia
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 28.8.2024

Everything you need right at your fingertips

It made life as an analyst very easy. Know that everything you need to know about a ticket is all in one place

Vorteile

I like that everything you need to know is in the system

Nachteile

It can be a little overwhelming when you first start

Mohamed Saleem
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
4

5
Bewertet am 15.9.2023

One of the best in market Ticket management tool

Vorteile

its integration with knowledge to access to previous similar cases and knowledge articles

Nachteile

As a SAAS service the tool gets slow very often

dakshina singh
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 23.9.2022

ServiceNow Customer Service Management- Review

Vorteile

The most impactful feature of it is customer ticketing management.
The way it is designed makes it very easy to work with customer and internal team at the same time.

The flow is designed very user-friendly and easy to use.

Nachteile

The least I like about the servicenow is the performance issue sometimes.
It gives problem when you start multiple sessions at a time and when you are working on multiple tickets with the customer, it is obvious that multiple sessions will be started.

Utkarsh
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Monatlich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 12.4.2023

Nice ticketing tool

Overall experience is good on this tool.

Vorteile

Its user friendly interface, its ability to be integrated with MS-Teams and outlook is very good feature.

Nachteile

Integration is very easy, nothing to dislike about.

Mahipal Singh
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 26.4.2022

ServiceNow review

My overall experience with ServiceNow is good.

Vorteile

Workflow management is the best feature I liked most in this software. With this feature, the company can smoothly manage projects and can also track customer cases and tickets.

Nachteile

As of now, I don't get any feature present in this software which I don't like.

Alan
  • Branche: Druck
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Wöchentlich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 9.1.2022

ServiceNow Customer Service Management Review

I am elated with the ServiceNow product and the way it has helped us integrate the many variables of service into a user friendly platform.

Vorteile

ServiceNow software has helped our company integrate formerly separate segments into one service force.

Nachteile

As of now, I have not run into many cons of ServiceNow.

Verifizierter Rezensent
  • Branche: Glücksspiel & Casinos
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 27.9.2020

"I Have Had Excellent Experience Using ServiceNow ITSM (Customer Service Management application...

ServiceNow ITSM has enabled the enterprise wide service management with effective tracking ability. The business users have end to end visibility into the incidents (INCs), requests (REQs), request items (RITMs), change requests (CHGs), Configuration items (CIs) etc. so that triaging of tickets becomes easier for both end users and help desk. Being Business Systems Analyst, I have had an opportunity to work closely with enterprise service desk to create configuration items (CIs) and publish knowledge base article (KBAs). Having ServiceNow ITSM implemented as service management system, I can easily make requests through the user-friendly cloud platform and view the updates of work being done against my requests.

Vorteile

I find this product user-friendly, tracking enabled and knowledge oriented. It's definitely better than other competing products in the market as it enforces standard ITIL practices.

Nachteile

I have not had such experience to dislike this product. being ITIL certified Analyst, I deem this product very appropriate to follow standard service management practices.

Colleen
  • Branche: Kosmetik
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
3
Bedienkomfort
1
Kundenbetreuung
0

3
Bewertet am 2.1.2019

Horrible customer experience

My overall experience maybe a little clouded because I am using Service Now through a third party vendor who handles our IT (cognizant) and some of the missing features maybe due to this. I have been using Service now for almost a year to not only track minor IT issues (example requesting new monitors, issues with WIFI ect) but also updates and builds to our website and ERP System. Overall I would not recommend Service now for the later especially in large corporations across multiple subsidiaries as this doesn't give companies the tools accurately implement builds.

Unfortunately due to the lack of tools in Service now (or how our vendor restricts these tools) our company had to resort to managing these builds outside service now and update once complete.
Rather you need a system like JIRA where users can easily assign issues for QA testing and allow anyone to reopen tickets.

Vorteile

-can search to find topics
-can customize search for tickets and service request
-can excel tickets and customize the information
-if you developers access you can create reports
-receive email confirmation and when tickets are updated
-can uploads images and video

Nachteile

-when creating a service request the user cannot specify the name. First a request is created [sc_request] then automatically a requested Item is created [sc_req_item] with a default title which is extremely confusing
-only the user who created Incidents can reopen Incidents
-only the user who created Incidents can then link to previously closed incidents
-if you don't have developer access you can only see the tickets you created and need other users to add you as a watcher to the ticket
-Incidents cannot be changed into Service requests, and those changes can't be tracked. (example to change a Incident into a service request a Incident must be closed and Service request opened)
-IT Portal view doesn't save views, views are only saved for that session

Verifizierter Rezensent
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
3

4
Bewertet am 11.2.2022

Overall it’s good and better

Overall it’s better and suitable for mid level businesses

Vorteile

Daily using this for logging tickets and updating the flow and found it much better not best than other software
Easy to navigate for simply tracking or logging tickets and passing it on to other team with comments
New team members were able to learn it quickly with the help of documentation/articles which we can found easily in help and the design is user friendly from navigation point of view

Nachteile

Improvement is required in terms of performance as it gets stuck most of the time doing search for any member outside of our group or closed ticket

Verifizierter Rezensent
  • Branche: Outsourcing/Offshoring
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
4

4
Bewertet am 1.4.2019

Great Tool for HelpDesk Services

ServiceNow was a huge asset for deploying our first formal Support Service Design.
The ease of use and default templates, got us up and running in with no issues. Great Experience overall.

Vorteile

Out of the box, Service Now comes with configuration templates to get you started on your HelpDesk service deployment. From there, you can start tweaking the tool to match your company needs. This was very helpful to us since we were deploying a ticketing tool for the first time.
The deployment process was a breeze, intuitive and we didn´t find any major roadblocks whatsoever.
From the user side, is very easy to use, great compatibility with any browser (since is web based), and the amount of tools for reporting are amazing.
We are able to benchmark and tweak our Support Service and keep track of our KPI metrics very easily.

Nachteile

It can be somewhat overpriced. Other than that, no issue whatsoever.

Verifizierter Rezensent
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
3

5
Bewertet am 29.8.2019

The best platform for Service Management

Vorteile

you can customize everything

you can change the OOTB version of the portal as you like with programming (in other softwares you have constraints due to the OOTB version)

The cloud allow you to easily access it everywhere and everytime; there is also an App

Nachteile

Cost, maybe if you are a small company you don't need that

App to be improved

Few OOTB customizations in front end; you need to change the code to customize the portal

Alejandro
  • Branche: Computer-Software
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 19.10.2017

Service Now, the one that gathers them all

We've been working along with servicenow for several years and we have more and more success digital transformations stories by building business improvement strategies upon the Servicenow Platform

Vorteile

ServiceNow is a Service Management Platform, ranked by Gartner just as the #1 in the global market of digital service management platforms. Easy to use, deep dive, almost boundaryless ServiceNow software integrates a strong and robust collaborative service management engine, that allows almost all kind of organizations, no matter the economic sector, to optimize and automate any business and IT service through a full function collaborative tool set, such as Asset Discovery, service catalog, business rules definition, SLA's and analytics easy-to-build dashboards, not to mention the application development capabilities which stands as the ServiceNow main differentiators.

Nachteile

As any technology solutions, there is and will be room for improvement, starting with more built-in integration capabilities in order to simplify more complex implementations.

Balalau
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 15.7.2022

Great platform

Vorteile

Virtually infinite possibilities when it comes to incident management and problem tracking

Nachteile

The price is very high compared to other softwares, but considering what it offers it's a good investment

Verifizierter Rezensent
  • Branche: Bildungsmanagement
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Wöchentlich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
4
Bedienkomfort
3
Kundenbetreuung
4

4
Bewertet am 10.8.2021

ServiceNow

Vorteile

It has a diverse number of features and is robust. There's a relatively large number of customization options.

Nachteile

It's too complicated at times. Finding and exploring information can be difficult. I would actually prefer a simpler interface for users.

Arpan
  • Branche: Krankenhausversorgung & Gesundheitswesen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 17.4.2018

A powerful CRM containing tons of features.

Vorteile

- Highly customizable, extendable, and flexible according to one's needs.
- Constantly evolving and improving with two new releases per year.
- Contains everything which a CRM should have!

Nachteile

- Contains synchronous JavaScript requests which causes web pages to get stuck, disabling any actions on the webpage while the request is active. Sometimes, a page needs to be reloaded to make it work again.

- Many features (for instance: Reporting) require training first before a user can start using them. This process can be cumbersome for an average user if training resources are not available.

- Expensive as compared to other CRMs (for e.g. SalesForce).

Verifizierter Rezensent
  • Branche: Krankenhausversorgung & Gesundheitswesen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
3
Kundenbetreuung
0

4
Bewertet am 2.5.2019

Its all in the initial setup

Vorteile

It can handle large amounts of tickets, as well as supporting documentation and knowledge articles

Nachteile

Other users have easier workflows and better functionality, take your time and implement it right

Carl
  • Branche: Versorgungsunternehmen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
4
Bedienkomfort
3
Kundenbetreuung
4

4
Bewertet am 20.11.2018

ServiceNow does the job, and does it pretty well

Vorteile

ServiceNow does make it simple to assign requests, track workflows and any changes to the request. It makes it easy to communicate and resolve issues. Also makes it simple to manage your own workflow and tasks.

Nachteile

One thing about ServiceNow is that it can be more trouble than it's worth to track every ticket. Some requests simply aren't worth the time it takes to fully utilize the system. ServiceNow also does not have a great dashboard or summary of data. You can get there, but it's not as neat as it could be.

Karan
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
5

4
Bewertet am 25.3.2024

"ServiceNow helps me to manage the Shift Schedule, Daily Incidents, Status of tickets etc"

ServiceNow provides interface to users to raise incident tickets so intimation about an production issue in application will be highlighted within the organization, hence tracker maintenance solution is provided. Also Ticket status and where the SN call is pending or concern team when work done or halted a message can be provided within the flow of ticket itself is a good user interface so we as operation engineer can easily identify the root cause and suggest solution to respective teams to tackle or resolve the issues

Vorteile

As a operation Lead i use ServiceNow on daily basis , it helps me checking shift schedule of my team so as i can assign tasks 2) also to check the current status of Service tickets as like where the call is pending so to get follow up with concern team,3)ServiceNow helps to raise Incident or issues occurs for production application environment to report to centralized senior management team so as to keep tracker

Nachteile

Has two view for dashboard one basic view enable to raise tickets and other is agent view to get details about various things about ticket in-depth details and dashboard customization services. In spite can have to different link so that users can use either one which required also we can offer to user which specifically used by that designation

Omkar
  • Branche: Geschäftsbedarf & -einrichtung
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 10.1.2024

Service noe-best ticketing plateform

I am using service now from last two year, i found it very easy comfortable and best application for it ticket and incident management.

Vorteile

I like service now ticketing tool like categorised ricketing environment, proper work not addition and multiple types of ticket.

Nachteile

Nothing to be disliked in service now it is best used by industries for ticketing purpose and solving customer queries.

Seejal
  • Branche: Biotechnologie
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 30.11.2023

Minimalist and easy to use

Great experience. Easy to use, simple and straightforward. Very less training required as it’s self explanatory.

Vorteile

Ticket creation, management and handling. Knowledge base articles are auto suggested using keywords and based on the issue that it detects. Integration with nexthink is seamless.

Nachteile

Dashboard is glitchy sometimes and can be better.

Verifizierter Rezensent
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
4

5
Bewertet am 21.6.2023

ServiceNow CSM - A customer centric tool/People Management

The OOB system itself is configured with the right solutions that the customer wants. Apart from that, we can customize anything with the help of developers. The system will work seamlessly though.

Vorteile

Customer & Consumers, and Contacts management was handled pretty well. People Management is most valuable to provide services accordingly. The integration is seamless hence it provides APIs to make easier.

Nachteile

1. Portal - There are different portals for customers & consumers in OOB. This is creating confusion in gateway.2. Agent workspace - Performance is Slow.UI can be improved.

Ramasundaram
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 19.4.2023

Service Now improves issue tracking

Great experience using Service now tool. Moved from HP product to SN

Vorteile

Integration with other build in like Slack and other communication tools. Easy to operate and quick to learn

Nachteile

Running reports need to be more customisable.

James
  • Branche: Computer-Software
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
1
Funktionalität
1
Bedienkomfort
1
Kundenbetreuung
1

1
Bewertet am 13.4.2023

Poor Interface - Too Much Bean Counting and Not Enough Cooking the Meal

So far, ServiceNow is a distraction with no benefit. Unlikely ServiceNow will ever modernize their product. Every year is 1971 for them, with an IBM 3270 "green screen" interface.

Vorteile

To its defense, it does process requests without delay.

Nachteile

Poor user interface design. Lacks an understanding of human factors and fails to embrace modern technology.About the worst part is the designers show a very low interest in gathering the concern being discussed. When you finally get to "problem description," it's buried on page two in a small window that uses 6% of the available display. But that area cannot accept any cut/paste of screenshots.Bypassing this tool is often the best course when there is a need for problem description and subsequent analysis. Tools like Microsoft Word and Outlook do pretty well in letting a person express their concerns. ServiceNow is more like the CSR that asks annoying, irrelevant questions and shows no interest in the concern itself.

Monalisha
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 18.3.2023

Ease of Use is Good

Vorteile

I use it for ticketing purpose and it is very easy to understand and implement.

Nachteile

The software can be laggy at times . No major lags though.

Verifizierter Rezensent
  • Branche: Gesundheit, Wellness & Fitness
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 11.2.2023

Crear ticketes

Los empleados de la empresa crean sus propios incidentes a traves de este programa de manera muy sencilla. Asi mismo a las personas de mi departamento les llega la notificacion inmediata y esto hace que la relacion usuario-departamento sea muy sencilla.

Vorteile

A traves de esta herramienta es muy sencillo crear, visualizar y actualizar los ticket o incidentes para buscar solucion a los usuarios.

Nachteile

Es bastante extensa y te toma solo unos dias acostumbrarte a usarla. Una vez te acostumbres podras sacarle mucho provecho a este programa.

Naod
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 9.2.2023

Great Tool for Ticketing System

I've been using this tool for more than a year, and it's my personal gear for my day-to-day activity.I'll recommend to anyone who needs proper management of customer ticket for a great work flow.

Vorteile

It's very useful to follow up your customer tickets, timely updates and Save in the knowledge article the action taken for troubleshooting resolved issues.

Nachteile

Since it's already integrated with my company, I don't find any difficulties in working with its integrations.It has lots of features to be functional, so I'll update my review if I find any cons or improvement point down the road.

John
  • Branche: Onlinemedien
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 13.1.2023

Excellent Customer Management Platform

Departmental demands for IT and service are responded to and fulfilled promptly. Superior adaptability and seamless integration It can be easily integrated with virtually any existing portal or dashboard. Using its application programming interface (API), we are integrating with third-party portals, making deployment simpler. The deployment and integration of new employees went off without a hitch. With modern technology, signing and renewing an SLA is a breeze for both parties. This process has been improved and is currently running well. By adhering to key solutions, we have optimized all of our workforce processes and workflows, which has resulted in increased income and decreased expenses. Maximize profits by boosting efficiency and output across the board. To monitor progress and provide updates at any time, a dashboard and visual analytics are accessible. The usefulness of the chatbot system cannot be overstated.

Vorteile

With the help of ServiceNow's Customer Service Management platform, issues may be quickly and efficiently resolved for customers and clients. As a result of its extensive array of inbuilt features and capabilities, it consistently provides high levels of service and delights customers, creating a positive impression that sticks with them. It helps inspire trust among our clients. Integration of CSM software's configuration tools with third-party applications runs smoothly and without a hitch. ServiceNow centralizes the management of all our customers' service and IT needs in one spot, and their support staff is incredibly quick to respond to any questions or concerns. Their full-service team responds promptly and professionally to our needs, creating an aesthetically pleasing and enduring product. superior capacity for integration, with a focus on delivering exceptional service to clients around the world.

Nachteile

We have absolutely no complaints. ServiceNow's comprehensive CSM offerings provide one of the best customer service encounters available today. Their support staff is quick to respond to whatever issue we bring up, and they always do a great job of fixing things for us. We also hope that they will consider our suggestion for a modest price cut to the premium version, which will allow more businesses to afford it and make full use of the services it provides.

nicola
  • Branche: Staatsverwaltung
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 18.1.2023

It help desk

Utilizzo questo software ogni giorno per l'apertura di circa 30 o 40 ticket ed è molto veloce ed intuitivo l'unico problema è il caricamento corretto del database altrimenti si diventa pazzi a correggere tutti i campi mancanti o errati

Vorteile

È molto intuitivo si impara ad utilizzarlo in un paio di settimane è molto articolato l'albero degli incident consente di trovare la casistica per ogni problema

Nachteile

Sarebbe utile poter individuare tutti i ticket e non solamente gli inc

Verifizierter Rezensent
  • Branche: Computer-Software
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
4

5
Bewertet am 3.11.2022

Service Now -tools to use for Ticket management

I love the look and feel of service-Now.Support documentation and KB articles.If you have HI portal access then 80% of your problem is gone. Means you will get all the access for KB and documents which help you to understand any issue or product/ releases.Price is bit high but it is worthy to have Servicenow in your company.

Vorteile

first and formost point is, most the module is Workflow driven.for Juniors it is ease to use and learn.coding is minimal.you will get hell lot of examples from Web and Service-now communities to refer. APIs are readily available to integrate with any app.

Nachteile

if you report a problem or request for new feature then Servicenow team will take time to review that.then they will plan in their road Map may be it will come in next release like they have different release (helsinki/ geneva) or may be it will not come.this software they are keeping upto date so your team should have developers to fix the issue after each release.but i will say their product documentation is so so So good, it will help to understand and fix anything.

In Betracht gezogene Alternativen

SAP Customer Experience

Warum ServiceNow Customer Service Management gewählt wurde

maintaince of the product and support turn around time.

Zuvor genutzte Software

Microsoft Visual Studio

Gründe für den Wechsel zu ServiceNow Customer Service Management

Support and Market review of this product is good.
Victoria
Victoria
  • Branche: Philanthropie
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
4

4
Bewertet am 14.11.2022

Using SNow since 2012

99.9% of the work I do every day is linked to either accessing Service Now or working on data produced by SNow. Using SNow for as long as I have, has made me confident in choosing to continue renewal. I have to admit that licencing model changes and yearly negotiations are painful but that is all part of the environment we work in.

Vorteile

The fact that the software is widely versatile and scalable for the needs of an organisation. It can use beyond IT but in every department in our organisation as it offers automation of business tasks as well as good reporting and analysis tools. HR processes, Self Service, Approvals, Confidential reporting, schedule reporting and automating routine work, asset management and discovery.

Nachteile

The fact that I can not imbed linksBut also think is mostly geared to large organisations. I have not found it to be possible for a small company to take advantage of this service (price plan and configuration is beyond the capabilities for a small company to take, which is a shame).

Meraz
Meraz
  • Branche: Computer- & Netzwerksicherheit
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
4

5
Bewertet am 20.9.2022

A Great Tool for all the ITSM needs- One that fits All

We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app configurations. This method has been tried and tested, and it consistently delivers. Top-notch all around; have extensive experience managing Incidents, Problems, Changes, and Catalog Items inside IT Service Management (ITSM) modules.

Vorteile

The ability to integrate with other applications and personalize the tool for use in ticketing and routing is maybe the most useful feature of ServiceNow. Our day-to-day customer support operations would not be possible without our user-friendly incident management, configuration management, and service documentation.Fast and simple incident reporting, progress tracking, and customer service interaction. ServiceNow is excellent for archiving service documentation; we've catalogued all of our services there, so that when tickets are sent, we can quickly and easily access the relevant knowledge base articles to address the problem.

Nachteile

A lengthy upgrade procedure might be the result of too much modification, but luckily there are many resources available to help you out. Non-IT users may find it challenging to use the site without first receiving etxra training.

Vania
  • Branche: Öl & Energie
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
3
Kundenbetreuung
4

5
Bewertet am 22.9.2022

All-in-one service solution

Fantastic product and they offer administrator training for free if you interested in learning “more than the average bear”.

Vorteile

I think the ability to automate Active Directory account creation or deletion, third party software license assignments and access, and manage all of our company’s requests/incidents in one place are my favorite things.

Nachteile

The scheduled tasks feature is sometimes buggy in our current version; however we have been provided great support getting this resolved.

Norbert
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 8.5.2022

I really appreciate using Service Now in my daily basis

I'm using Service Now as a daily tool to support users with their technical issues and I find Service Now as a excelent tool for this. It's easy to use for users, customizable for me and my colleagues from the support team, have many options to organize Your work. I appreciate it very much and if I change my job, I hope that I will also work in Service Now in the new one.

Vorteile

I think most important part that I like is posibility to configure Service Now layouts, list and elements on the screen to meet Your personal needs. Want to have this element to be shown in Your homepage dashboard? No problem! You need to create own template to not put the same response every time? Sure thing, You can do it here! Very layouts and pages which I like the most.

Nachteile

I think building reports and dashboards can be quite difficult when You are trying to do it first time. Report and dashboard builders are quite complex tools any such many options can be shocking at first and you need to spend some time to discover what is what and get used to it.

Rennie
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
3
Kundenbetreuung
4

5
Bewertet am 23.10.2018

ServiceNow is premier and get better with every release

Overall an excellent product.

Vorteile

Highly scalable and provides modular solutions for implementing service based best practices across the enterprise. Initially focused on ITIL it has expanded to include ITOM, ITSM, and ITBM functions. Out of the box solutions for other areas of the enterprise including HR, Security, Governance, Finance, and CSR. The platform itself allows development using standard web technologies and programming skills and they offer a vast documentation library and vibrant community of developers and users. Their support is top notch and they are always quick to respond.

Nachteile

Their pricing model is complex and unwieldy. It can be very hard to determine which features you actually have access to. Some of the features which seem like they should be part of the base product functionality are split into sub-modules at additional cost. This can give the impression that you are being nickeled and dimed for every little feature. Inquiring about instance capabilities of technical staff is always referred to your sales rep.

Early adopters who did a lot of customization can find themselves in a lot technical debt prior to ServiceNow’s current guidance of best practices. Some of the earlier product design decisions have sometimes forced compromises to be implemented for product growth. This can create some ambiguous methods non-intuitive workarounds to be employed in development. Their documentation can be somewhat sparse on examples or use cases for particular API or feature specific applications.

Finally, since the product can become the core of so many areas of the enterprise, it can require quite a large investment in support resources and it requires these resources to understand SaaS management differences vs traditional application support development.

Ravi
Ravi
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
4

5
Bewertet am 26.4.2022

One of the best Ticketing tools available

Vorteile

Covers all ITIl aspects w.r.t incident, problem and change management.
It has a very cohensive environment right from when an employee joins the organisation, getting access to applications, performing day to day jobs with tickets, requests, incidents, problems and changes.
Given the fact that it also has inbuilt reporting capabilities, this is an absolute must.
It's api and backend can be accessed by multiple softwares and applications enhancing the capability to produce visually appealing reports.
Admins/engineers/customer service execs can create their own dashboards to monitor their queues efficiently.
Inhouse capability to graphically repsent the queue make things easier while distributing work, prioritising work, planning change activities etc...

Nachteile

None that I know of as yet.
Whatever customisations i needed were easily available within the existing module.

Vidya Sagar
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 25.9.2022

AI powered Service now management

It was great creating workflows and automating the recurring issues.

Vorteile

I like the way ML/AI is integrated with incident management and reduce the workload and fastly act on critical issues

Nachteile

It still needs to mature to cater for wide variety of platforms and workflows

Stacey
Stacey
  • Branche: Hochschulbildung
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
3
Bedienkomfort
2
Kundenbetreuung
0

4
Bewertet am 10.4.2019

Lot's of features, lot's of complexity.

Works fine if you don't need to do much more than open tickets that are already assigned to you or work with tickets that are assigned to you. Assigning ticket to others in a large organization where you don't know the group they are part of is a struggle. I often know who a ticket should be routed to but our implementation requires specifying the team they are part of as well. Some people are on multiple teams. Searching really needs improvement for users that don't interact heavily with the system.

Vorteile

Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.

Nachteile

Complexity makes simple tasks difficult. Learning curve is steep. For example, performing simple searches is not possible. If I closed out a ticket recently, then I often need to look in the documentation to search for that specific ticket again. highly customizable views allow for tweaking to work with your use habits. Interface needs to be simplified and have common functions more accessible. It may partly be the way this organization has implemented and customized the interface, but it is still not user-friendly.

Verifizierter Rezensent
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
3
Bedienkomfort
3
Kundenbetreuung
4

3
Bewertet am 29.10.2019

Good Tool but performance is an issue

Can deny that ServiceNow is the best in the category and offer the most functionalities. However, performance is truly an issue as page refresh can be lengthy from time to time.

Vorteile

- out of the box configuration templates is great start point for setup

- Deep integration with other ServiceNow tools (big selections as well)

- easy for administration to benchmark and track support service

- like the fact that it has user customizable queries to filter out only items that you want.

Nachteile

- Performance is an issue. we have been getting on and off slowness that we can't seem to resolve it.

- over cost is higher compare with its competitors

- there should be ways to duplicates incidents

- Search result is unpredictable, sometimes search does not return the result you want without going into the module first (this is inconvenience as sometimes a ticket number is the only thing given and you have to figure it out what kind of ticket before searching)

Brian
  • Branche: Medizinische Praxis
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Weitere für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
4
Bedienkomfort
3
Kundenbetreuung
0

4
Bewertet am 11.11.2018

Great for assigning jobs and direct communication; dense UI missing common features

Overall this is a fantastic product. It frees up developer resources by taking on administrative and organization responsibilities, connects end users with developers through a consistent interface with straightforward prompts that reduce communication errors and adhere to policies and prevents logjams and delays by implementing a normalizing the request and delivery process so task can be consistently assigned to the appropriate person based on workload, importance, resource needs, etc. The UI issues are irritating, but they do not reduce performance significantly, and they do not impede the product's superior performance with regards to the intended results.

Vorteile

All users work in the same interface, creating a pretty seamless pipeline between end users and departments that identify a need and the department and content manager responsible for the requestors need. ServiceNow handles most of the administrative duties, documentation, and organization for tasks/projects from step-by-step request submission, to manager approval, to task creation and delivery, ensuring timely communication and adherence to procedure, while freeing up development time.

Nachteile

Although the User Interface is straightforward for most tasks and consistent among all users, there are many rudimentary features that are either buggy or absent. For example, when a task is submitted, both a "request" and a "task" are assigned. They are identical and both must be filled out to close the job, but they do not interact with each other and one can be closed and the other open in the system. Similarly, there are no steps between completing and closing a task, but submitting a task as complete does nothing but refresh the page and change the "complete" option to "close." It doesn't not even populate the completion time.

Alex
  • Branche: Medizinische Praxis
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 11.7.2018

Hyper-Functional Ticketing System

Overall, this works as a great ticketing system. It also has some light task/project management functionality that we're only beginning to explore.

Vorteile

As customizable as you need. Our Supply Chain Contact Center uses ServiceNow as their ticketing system. They're able to capture the source of the ticket (email vs phone), responsible parties, root cause, category and sub-category of issue, comments, and more. It's phenomenal. They've begun to use it to assign tasks from their department to other departments. This is a huge boost to their reporting capabilities, as they can now get a truer picture of their ability to hit SLAs. Our Process Optimization team is ramping up to use this to track reporting and project requests. Another stellar feature is ServiceNow's document repository. We're able to store training or case documents within ServiceNow, and then, when a rep types in their comments, ServiceNow actually displays related training and case documentation at the bottom of the page so the rep can review related documentation and resolve their tickets more quickly.

Nachteile

While ServiceNow has been wonderful for our Supply Chain Contact Center, it hasn't worked as well for our Security team, but I believe this has to do with how they've customized it for their own uses. For instance, my department will open a ticket for a new hire to receive proper system access, and we put the new hire's start date in the original ticket. Well, the original ticket isn't what's actually assigned to the Security Analyst - a sub-task is assigned, and the new hire's start date doesn't copy down to that sub-task. Consequently, Security Analysts often have to reach out to us to get information we already put in the ticket. Again, I think this has to do with how the system has been customized for their use.

Irma
Irma
  • Branche: Lebensmittelproduktion
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 25.9.2022

great system for ticketing

really great ticketign system. have worked with zendesk, autotask and servicenow is best so far

Vorteile

works very well for support purposes. has all needed functionalities

Nachteile

can be complicated when it comes to admin stuff

Fabricio
Fabricio
  • Branche: Telekommunikation
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
2
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
5

4
Bewertet am 28.3.2019

Very Good IT Comunication Tool

The way that users report any failure on the devices in order to get this resolved faster was not the correct one. And we solved this with ServiceNow since their user can report quickly the issue that he is having and also there is a watchlist of available people that can take the case and provide support to the person that is having the issue. Also, there is a really good feature of the tool that makes them different from other solutions in the market.

Vorteile

- Is easy to use for developers and regular users.
- There is a good option like the feature that allows you to add people to the watch list so they can check the progress of the status of a ticket even do they are not going to provide support.

Nachteile

- Updates are not good since they made some changes and in some cases impact the way data previously saved on the application. Also, they made some changes in the GUI and some times users complain are related to that there is no a particular option or they are not able to find it now after the upgrade.

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