ServiceNow Customer Service Management – Bewertungsseite 2

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.

Vorteile

Its easy, simple to use.
Visibility for both team and customer
Easy to work notes and create change, request etc

Nachteile

Encryption could be better.
Anyone can check the ticket and comment and what not.. So here its lagging

Vorteile

Plentiful options when creating your favourites and setting your filtered searches (which are very detailed and precise). Any search can be added to favourites and be easily accessible. User interface is easy to navigate and find the options you're looking for. It uses easy to follow logic and it is very user friendly.

Nachteile

This is most likely depending on the implementation process and data migration during the integration process, the update field is constantly moving to the next case/incident which makes it hard to track you work at times. Most likely adjustable during implementation process.

Vorteile

The ServiceNow CSM modules offer a full suite of features for customer management. The product is easy to use and extremely flexible.

Nachteile

ServiceNow's easy of customization can also be its achilles heel. If managed improperly or over-customized it does not take long to make oob upgrade path unsustainable.

In Betracht gezogene Alternativen

Warum ServiceNow Customer Service Management gewählt wurde

Zuvor genutzte Software

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.

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.

Vorteile

The best tool for ticket/incident management for a large enterprise organization. It can create and tickets delegating it to individual groups so that it can be look at promptly for resolution.

Nachteile

No there is nothing I dislike about this software as it has made my life easy for raising ticket against team and also receiving issues from my application users and provide faster resolution

Vorteile

The service now has very large tools whose main functionality is to make customer happy. They respond to our queries very fast and they make help of the different dashboards to perform their service we are using this for our ticket management here we can generate our different type response type like pdf,word etc their service is extraordinary and i love to work on this a lot

Nachteile

There is nothing specifically least in this. Everything is cool and good. We are looking for some new version

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

Vorteile

We used service now as an additional time management tool with other applications to keep track of project progress. Service now was semi easy to use and made up for what our other service lacked

Nachteile

Service now could be confusing at times and lacked integration with other systems/software. Could be tricky to change due dates- would have to change all by hand

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.

Vorteile

Like all ServiceNow modules, the more pieces you buy, the more you gain, this is no different. The customer service management module was a valuable addition to our Incident Management purchase as it ties back to our end user population from a tracking standpoint

Nachteile

any customization out of the box requires expensive Servicenow or 3rd party assistance to execute. We're trying to keep it as vanilla flavored as possible.

Vorteile

It does have good platform to create knowledge articles and save it

This can be easily adapted by any organization

Nachteile

Need to improve the UI

Should have a Better tracking of the comments from the user and the agent

Vorteile

What I like the most in this software is the flexibility. It enables you to add customized workflow, option selections, custom pages depends on your business unit, customization reports and data API.

Nachteile

The only thing i don't like with this software is the performance. especially when you add too many contents on your page. I think this is the only downside of this application.

Vorteile

It is easy to use. Has a functionality for knowledge base which can be used when customer service agents are helping customers. You can add people on the watch list so that they are in the loop of what is happening

Nachteile

Creating a new incident from the system is a bit of struggle. The option is not visible

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

Vorteile

You can integrate in the Customer Service Management Side, differents process like Case Management, Field Service, and inclusive Sales Force (Using a Plugin) in a single system of records. That gives you the oportunity to manage the main need from the CRM in order to give support of the needs of your clients using differents channels (Web Portal, Email, Chat, Phone, Mobile Apps).

Nachteile

In order to cover the need for a CRM solutions some customization may be completed, normally with plugins available into the ServiceNow Instance,

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.

Vorteile

ServiceNow is an easy tool to use because it's intuitive and has a lot of options for cutomize, so as a user you can configure what you need.

Nachteile

Maybe you can find as a Con the price of this great tool, thera a a lot of tolls that are free on Internet, but you won't have the support ServiceNow gives to this module!

Vorteile

I like the how the system maintain the security level per user. You can see detail work notes and customer notes in different sections. You can setup priority level, team lots of etc stuff which is nice.

Nachteile

Its very slow sometimes and takes ages to load the dropdown. Worst part is some dropdowns are mandatory and if it doesn't load you cant create tickets.

Vorteile

Widely used by companies so easy to train and hire subject matter experst.

Nachteile

Building workflows takes time and effort as its not OOB.

Vorteile

It caters all the features of IT service management. So on it's own it is pretty complete suite for Incident, Task and Change management.

Nachteile

The look and feel is way too old school. Some work on the UI in future releases would improve the experience for sure

Vorteile

Before we used servicenow our customer service management software was so old and out dated. One of my favorite things about service now as all the features it had like creating Knowledge Base, assigning tickets to different team members. it was fantastic

Nachteile

The only thing i would say that it was so new it was kind of a learning curve but besides that when you figure it out it works and works great.

Vorteile

It is as customizable as you need. Need layers of approvals on requests. You got it.

Nachteile

Sometimes it offers too much and you can get lost in the forest.

Vorteile

It is easy to search for, track, and centralize most of our assets, and customer service requests, in IT

Nachteile

Some of the filtering for requests is not always intuitive.

Vorteile

1) Great User Interface
2) Easy to create and clone the tickets, cloning tickets saves a lot time.
3) Auto triggered Email notifications for SLA dues
4) Customized dashboards for each user
5) Reports - helps to back trace the tickets and data.

Nachteile

While using one will face a little delay in loading a page. While working with dependant picklists, it takes some time to load the values of the field.

Vorteile

It covers all aspects of ITSM, from requests to changes.

Nachteile

It is a bit cumbersome, and locks up frequently.

Vorteile

We use servicenow for for customer service i.e when any user gets a problem they create a ticket which the issue and assign it to appropriate team and based upon the severity we can create P1 to P5 tickets.

Nachteile

I like the tool and i dont have other option.

Vorteile

We have had the best experience with Service-now. It has proven to have the storage capacity for a company this big. It is the best tool for uploading tickets to be resolved by any other department (not only IT), as well as sharing information throughout the entire company.

Nachteile

Nothing at all! I would definitely user ServiceNow again!

Vorteile

The ticketing and field management is the best I've seen, coupled with how it can integrate with other call management systems and knowledge bases

Nachteile

It can consume alot of memory and hand at inconvenient times. You will find while using it in high volumes that you'll need a notepad handy as the program can lock up while in use

Vorteile

Amazing variability of options.
Very easy to track tickets and create useful dashboards.
Reports that can show almost anything
Self-service section

Nachteile

Very Pricy
Sometimes when opening few windows after you save a ticket it takes you to a "strange place.
Gets slow sometimes due to it's large DB.

Vorteile

user friendly, great tool for customer service, easy options for reporting as well

Nachteile

Had some troubles attaching the KB articles to the tickets. It was loading forever.

Vorteile

for anything in your workplace. you can create templates to put in tickets for incidents or requests relating broken items, adding items or even for setting up new hires.

Nachteile

the search engine can be awkward to use. Sometimes it doesn't provide the proper answer to a search.

Vorteile

1) Covers most of the ITSM process required in an organization
2) Platform allows development using latest web technologies and supports integration with 3rd party apps
3) ServiceNow Customer Support team is very much good at resolving any issues/tickets
4) Good application as SaaS and PaaS
5) Allows customizations to out of box script components and enhancements

Nachteile

1) Cost could be one factor which they need to improve upon
2) Upgrade activity requires lot of efforts
3) Sometimes the code/script may break while it was working earlier well
4) Requires good training to be given to non-technical staff for proper use of tool

Vorteile

Very Good user interface
easy Navigation , Search functionality
Excellent Reports and Analytical capabilities
Excellent Dashboards
Clock Timer for each Incident and TATs is good feature

Nachteile

Slowness is problem sometimes
Should use different TABs instead of showing all content in long page view
Bit expensive Price is concern
Customization can be more better compare to Salesforce

Vorteile

I have used ServiceNow in HCL while working for client. Its just not an incident management tool. It has lot more to do & manage data.

Nachteile

NA. It is really a good demanding tool in the market.

Vorteile

I really like how setting a "configuration item" will create a template for different type of issues. For example, when a user calls our help desk for issues concerning Outlook. When you use the OUTLOOK Configuration Item, a pre-determine template will already complete the appropriation "tracks" for resolution.

Nachteile

The mobile application lacks several of the key features that make the full desktop version so easy to use.

Vorteile

1) An awesome application as Saas and Paas as well, Good inerface, user friendly and easy to use.
2) Due to backend code in jaava and JavaScript it is very flexible.
3) Cloude data and services is simply awesome.
4) The best thing is its also supports to integrate autoCAD as well.

Nachteile

1) To implement discovery tool for automatic cmdb population have some hogh cost concern.
2) When you using a UI action which has script inside it freezes the screen.
3) Upgrade to an instance will become quite hectic.

Vorteile

Service Now is probably excellent for certain uses, such as when customers are writing in with a problem. I've never used in on the backend for such a purpose, but it seems like that would work well.

Nachteile

It's not great for project management. I especially don't like how when people send in a request, it sends them back an email with an incident number. Incident is a scary word! It's not an "incident" just because people are requesting a project from your team!

Vorteile

easy to set up, use and administer software that can be ramped up quickly as the learning curve is relatively low and the eco system around this is growing as well

Nachteile

would have been great if building reports were much more intuitive for the end users to be able to write their own query - at the moment, there is heavy reliance on IT to write reports

Vorteile

*Very much customisable to suit to business needs.
*Can integrate with multiple other ServiceNow softwares to make a enterprise running mogul.
*Interlinked with other modules and always cross reference records
*Intuitive UI design.

Nachteile

*Though intuitive, needs training to be able to use the software.
*Uses Dot walking for selecting tables in database, will confuse regular users.
*Reports and internal workflow can be confusing.

Vorteile

ServiceNow is a lot more powerful than FreshDesk. It has more features built-in and a better content database

Nachteile

ServiceNow has fewer native integrations than other software programs in its class. For example, I was unable to integrate shipstation, without having to really "program" it. I need plug and play.

In Betracht gezogene Alternativen

Vorteile

In general there are a ton of features to ServiceNow and I can see why it is a common choice for enterprise. It can be highly customized and built to fit the existing processes of an enterprise.

Nachteile

As with any large enterprise software, it can feel clunky and complicated. I generally like systems that are more lean and agile rather than overly built. It feels a bit slow and not user friendly. I have noticed that changes can be hard to make and often take months for our team to implement.

Vorteile

It's very configurable with a little of options, easy yo use

Nachteile

Better search power would be useful and make it easier

Vorteile

Super easy to navigate, clear and consistent results

Nachteile

when it errors out there is very little support available

Vorteile

The environment it's really fast to setup, you may build all your support options, link incidents and close the problem and automatically close all related incidents.

Nachteile

You need consulting services since the beginning. It's fast, but after some time you need to interact with them always, what may be tedious and making you think you your money is really being spent correctly.

Vorteile

Covers a lot of units like customer support, IT support. It can be used for both internal and external customers. Can generate extensive reports regarding SLAs and the number of tickets being opened and closed.

Nachteile

Complex and somewhat expensive licensing program. Can get very slow at times.

Vorteile

This software is effective when you need to add notes and documents to the tickets.
It has easy access to shortcuts and sends alets to the customers.

Nachteile

This software sometimes was slow for loading

Vorteile

It is cool as it doesn't time out like other software of the same nature.

Nachteile

Only thing I dont like about it, is when creating a ticket, you have to save between each step from start to resolved

Vorteile

the searching functionality in the software is very powerful, I deal with a lot of tickets on my job, and it is important to be able to find the ticket I need quickly.

Nachteile

it becomes slow when the software is heavily populated with tons of data, performance tuning is key for the sustainability of the on-going usage of the software.