ServiceNow Customer Service Management – Bewertungsseite 3

Vorteile

ServiceNow is a mostly a pretty good IT service management system. I work in IT and all of us use ServiceNow to input and manage tickets. I like that I can pop open a screen and see all my open tickets in one place. The ticketing interface is straightforward, and I like that I can add internal notes and assign priority ratings to my various tasks. I think most users have been very happy using it.

Nachteile

My only criticism is that it could use some help as far as navigation goes. There seems to be a lot of menu items/setting that I don’t use or don’t know where to find. Would like a cleaner look.

Vorteile

The customer can check the status of the ticket from anywhere as this is an online tool for tracking tickets. There will be information about the developer who is working on the ticket and the customer can directly contact him.

Nachteile

The developer who is working on the ticket is responsible to update the status of the ticket. He can update the wrong status. There is no verification for what actually is happening and what is being upstated.

Vorteile

ServiceNow is very easy to use and can be customized in many different ways that make it even easier. It is very versatile and can be incorporated into many other systems including asset management and resource management.

Nachteile

Sometimes the servers that the software runs on would tend to hang. Recent updates have made looking up previous tickets and information a little more difficult than before.

Vorteile

It makes communication with clients easier and more effective.

Nachteile

The dashboard can be a little confusing to navigate, and managing incidents isn't all that intuitive.

Vorteile

Fast and reliable ticketing system within the organization. Automatic Email updates with live tracking and chat makes issue reporting easy and traceable.

Nachteile

Layout of overall groups is a little disorganizes until you get used to it and they are properly setup.

Vorteile

-in app email capability with notification of response
- allows cut and paste
- Knowledge system is easy to access and edit

Nachteile

- no product support to company I work for
- no SME's that can be contacted
- no ability to have email quick parts
- Search function is slow and and inefficient
- changes to service catalog take way too long

Vorteile

I like that when I submit an IT ticket the service now platform allows the service rep to communicate to me over a text based back-and-forth form inside my ticket. I imagine this allows for quicker response than having to reach out to me directly, and I can reply when I have time

Nachteile

I wasn’t notified or email on the service rep updated my IT ticket, so I only noticed when I checked it manually. I may have missed the email but perhaps adding a phone text option would be nice

Vorteile

It captures most important details in helpdesk administration, incident management, change management and it also features a great top-down access-control from managers to helpdesk officers. It is a great tool for large enterprises that have helpdesk teams spanning various regions

Nachteile

Some requests should automatically be assigned to someone who has handled it previously. It could get smarter by recognizing personnel with lesser incidents at hand and auto assign.

Vorteile

Web-based case management makes submitting and reviewing incidents and cases a breeze. Loads quickly without dragging down when working with large cases.

Nachteile

So many features means groups are going to use much less than they are paying for. Apparently customization is difficult as many pages are left in their default format, not giving customers the clearest idea of what they are asking for.

Vorteile

The out of the box config approach allowed us to design from a green field approach, no heavy detail requirements, kept thing light and flexible

Nachteile

Service now has an aggressive release Schedule that was hard for a large fortune 50 company to keep up with, while it is a best practice - hard for our culture to process.

Vorteile

We used to get tickets for various amends and questions on functionality in mainframe environment. It was difficult to manage all the work manually and it took time to keep all the work in track. After we got the Service now tool it is easy to track the tickets and the section wise option gives to update the necessary fields. It is very user friendly and flexible.

Nachteile

some time facing problem in back button & redirecting in some other incident which react problem some time.

Vorteile

Help streamline service desk. It helps organize workflows for our environment and it was easy to integrate additional teams to assist our users.

Nachteile

No cons for this software. The team hasn’t had any issue using this software.

Vorteile

Lots of features
Customization
Great reporting/filtering
Intuitive design
Provides database for knowledge articles
Kanban style layout

Nachteile

It takes some getting used to navigating the system but the design is intuitive so this issue doesnt last long

Vorteile

It's a straight forward approach for helpdesk technicians and end users. It's great to have the ability to see real-time status on a ticket. Real-Time benefits include:

- What you ticket status is
- If you ticket is assigned
- Who is assigned to your ticket
- Was it escalated
- Real-Time communication and chat

There are too many additional features and options to list that enhance this product and from a customization ability, you should look no further than servicenow for your solution.

Nachteile

This solution is one of the best around, but is pretty pricey if you are looking for basic features. If you need a simple CRM or helpdesk ticketing system, there are other options out there that will provide the best bang for your buck.

Vorteile

No hardware and hardware maintenance cost, easy to use, easy to customize, less development and support efforts, tons of integration methods and tools = Happy Customer

Nachteile

Representation of CMDB relationships, help on CMDB, difficult to get reporting on child tables, not very useful help in child tables

Vorteile

I have been using ServiceNow for several months and I can confidently say that this is a very good system. It works great in our environment.

Nachteile

The ServiceNow implementation was very successful in our organization. In my opinion the system has no major defects.

Vorteile

ServiceNow is a robust platform that allows users to customize their settings as well as use a variety of modules depending on the ITIL maturity of the organization.

Nachteile

The information is not always organized in the most concise way. Continuous usability testing could help improve this product a bit.

Vorteile

With ServiceNow you get efficient service management across the lifecycle of an incident. I really like search and category features. My organization has application records for each support group and it is easy to navigate between requests and incidents and track project progress.

Nachteile

Sometimes information is not quickly accessible and some specific search strings are required to source reports and data and construct meaningful dashboard widgets.

Vorteile

It's simple to access, intuitive to use, and provides you excellent flexibility among the procedures you're managing with the instrument. The capacities of the dashboard are great to get the present state of a single look. You can make quick decisions and prioritize your work based on that information, and you don't have to spend a lot of time to do that.

Nachteile

Some updates impact the way data previously saved on the application.

Vorteile

good reporting capabilities allow users to monitor services. Reports are customizable and easily filterable.

Nachteile

usability is not perfect and the learning curve is a bit too high. There could be some usability testing done to improve this product.

Vorteile

I love the hidden capabilities and functionality that this tool has. We use it to track incidents all the way to managing our sprint cycles and work loads within IT.

Nachteile

There are limitations in the ServiceNow reporting functionalities. It is not easy to create reports and dashboard in ServiceNow. Configuration and security are sometimes very difficult and need great effort.

Vorteile

The main and good feature of ServiceNow Customer Service Management is creating Buckets as needed and assigning Buckets to specific Subject matter Expert.

Nachteile

GUI can be made more easy to use. New member always needs training before using production servicenow

Vorteile

Our Organisation is using this tool from last 3-4 year (If I remember correctly ). Basically Our IT department is using this tool to server the IT needs of employees. If we encounter any IT related issue we just used this tool. It is very easy and user friendly tool. A lot of detail can be entered by using this application. You can monitor your open requests other functionalities available are , you can see announcements, approvals etc... Overall the tool is good.

Nachteile

Over all the software is good, but as very details information is required while ordering (requesting) the items. Some times user don't feel good while providing so much information. This can be improved.

Vorteile

I like the built in features like SLA notifications, visibility into who completed each action on a case and tge dashboard to easily see what needs to be worked on. I know this will bring up future opportunities for efficiency that we never had with our prior case management system.

Nachteile

Searching for a specific item can be a little hard. Maybe I just need more training on how to do this.

Vorteile

It's an enterprise level service management and helpdesk software so the product is really flexible and customizable.

Nachteile

Needs some UX and performance improvements. For smaller companies, lightweight feature set and pricing strategy can be set.

Vorteile

Having used a few different 'helpdesk' type solutions in the past, and not having usually been impressed by the user interface, I found ServiceNow's tool refreshingly simple to use.

Nachteile

Maybe it's just the way it was implemented, but I find it takes longer than I would expect to get confirmation of a successful form submission. That's a minor thing, but it's the only thing I don't like.

Vorteile

Ability to solve many business processes with minimal development.

Nachteile

Cost

Vorteile

ServiceNow is user friendly, dynamic, and has the capability of capturing as much data as we need to for reporting and tracking purposes.

Nachteile

The only thing I can think of as a possible con is the ease with which reporting data can be captured. The data is there, but it can be cumbersome to export to Excel.

Vorteile

User Friendly
Every module under one platform
AI, Knowledge Mgmt, Itsm, CSM etc.

Nachteile

Licensing limitations
Costly
Every year it gets upgraded which costs a lot to the existing users

Vorteile

It's a great tool for tracking tickets. Much better than what I used at a previous employer. The task board is a good visual representation of work that is assigned to my business unit.

Nachteile

Way too many features makes navigating ServiceNow difficult. There's no clear path to get from point A to point B. The search feature could also be improved. The overall aesthetics leave little to be desired.

Vorteile

Easy to use submission of issue or service request and great tracking, reporting, and status tracking of requests.

Nachteile

I would love to be able to access directly from within some of the other applications I use. This is not currently available

Vorteile

Nice user experience and better customer experience for ticket management

Nachteile

customer support can be improved and helpful to users.

Vorteile

Good for raising and keeping track of service now tickets from end user

Nachteile

When resolving a ticket can cause you to re fill information if you miss a step

Vorteile

I appreciate the automatic feed of service tickets that flow from the requester to the team I serve on and it allows any of the three of us to take responsibility and own the ticket until resolution.

Nachteile

Once assigned the ticket, it is sometimes confusing on which fields need to be completed and it would be nice if those were highlighted or called out a bit more to allow for the timely completion of the service ticket.

Vorteile

ServiceNow CSM is a great tool to enable user to have Self-serve capabilities on workflow and processes. I've been using it to use the workflow for accesses approval. It is easy to use.

Nachteile

Sometimes, it the front end of the software can be a bit slow. This might be due to incorrect implementation. As well, finding things inside categories is not always super easy.

Vorteile

Using ServiceNow really simplified making any IT requests we had at our company. Made it super easy to get things done!

Nachteile

No cons except that I feel this sort of software could be used for teams other than just IT. Would be great for any team managing internal requests.

Vorteile

Everything we need is in one place.

Nachteile

Lengthy processes.

Vorteile

This module has all relevant functionalities, workflows. It's very easy to customize these to your specifIc needs. Reporting is also very good

Nachteile

There are not many integrations available out of box. I wish that there were integrations with the most used other customer service management products

Vorteile

The software is visually neat and can be somewhat customized to show the data you need to see. I like that I can see an overview of work in a list and change the column information and order.

Nachteile

The customer can't customize the fields or drop down options. If I need something changed I have to make a service ticket instead of just altering settings.

Vorteile

The interface was very clean, simple and easy to use. Speed was not an issue but, being cloud-based, this will depend on the internet connection. There are no shortage of options and add-ons which can be great if the value is justifiable and the budget allows for it.

Nachteile

Every option and addition were cost-prohibitive. For any kind of automation to occur, a secondary module is required at almost the same price as the base module. This is only one example of the a la carte nature of ServiceNow. Compared to other applications that include these features, it can be up to 3x the cost.

Vorteile

I think, Service Now has been made to overcome all the limitations of SaaS providers from a market like Salesforce.

Nachteile

Personally, I don't like their UI theme but yes they have good UX.

Vorteile

Service now is awesome tool to open service request. Service categorization is very good. It is very easy to use so that every one in corporate can use it. You can update your later also after opening service request which is very good feature.

Nachteile

Tracking of service request is little bit complex because whenever service request open there will be task associated it which is cumber to track issue.

Vorteile

It has all the required features in terms of Internal controls monitoring and Risk Management, Interactive Dashboards etc.

Nachteile

Product is little slow to use. cannot interact with other systems like SAP or other ERP. Most features should be given for end user to configure.

Vorteile

- Multiple customers can be easily integrate into one CRM tool
- Interlink between Case, Problem, Incidents can be easily trackable

Nachteile

- Some modules are running very slow
- Poor advance search functionality
- less options for customization

Vorteile

What I like about ServiceNow is that you can track your tasks and others, know how much time did it take to complete a task and review your load on the dashboard

Nachteile

At the beginning is not so easy to understand. Specially the testing category. But it will take only a couple of tries to understanding.

Vorteile

Its over all nice and a lot of customization is involved

Nachteile

sometimes it hangs and takes time to reload

Vorteile

One of the best service desk tool for managing complex service desk and IT service management environments comprising of medium to large user base and CMDB

Nachteile

A little complex for non technical staff due to multiple or more option and not so user friendly interface

Vorteile

The SNOW software was easy to use and manage client relationships on

Nachteile

At times, the back end for SNOW CRM could be confusing