ServiceNow

Avantages

we can manage incident, task and create change.

Inconvénients

service now Root ticket will create multiple task

Alternatives envisagées 

Pourquoi passer à ServiceNow

Avantages

Easy handling and tracking of raised tickets , incidents.
Very well maintained and customied dashboard for notifications , alerts and information.
Setup , deployment and third party integrations are simple and a minute job.

Inconvénients

This includes a lot of features that require an ample amount of time to understand and proper expertise is needed to customize configurations.

Complex to understand licenses and although its simple but looks outdated.

Avantages

I like the automated workflows that can be created for you daily processes. Plus being able to host all the documents in Knowledge base for all to access has been a huge success. Communication between the team has been better and can be done with the process workflows which everything contained.

Inconvénients

Building a new workflow is very intensive and has limitations with customizations. We After initial deployment, the little quirks we would like to address have been hard to follow up on with our implementation team.

Avantages

Their user interface is highly customizable and it doesn't take an expert to figure out how to utilize all the customization features. ServiceNow's ease of use is what puts them on top of competitors.

Inconvénients

Now that we have more products from them, we've found it to be cumbersome to develop integrations within our products. Doing so requires a higher level of expertise, which we outsourced to VAR's.

Avantages

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

Inconvénients

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

Avantages

It was very easy to handle the incidents and task.

Inconvénients

Service now SLA timing track more complexity.

Alternatives envisagées 

Pourquoi passer à ServiceNow

Avantages

●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.

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

Its ability to be completely customizable. With its only limit is your ability and imagination.

Inconvénients

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.

Alternatives envisagées 

Pourquoi passer à ServiceNow

Avantages

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.

Inconvénients

the layout can be confusing and it can be often frustrating when the request doesn't go through.

Avantages

Lots of feature that were pretty great.

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

I use ServiceNow for ticket management, reports & performance analytics. It's a great and robust application. Easy to track tickets and create dashboards that monitors performance

Inconvénients

Might be a little complex for new users but the kb articles and trainings provided by servicenow are great help.

Avantages

- Real data easy to update and retrieve even after a long time since the case was closed
- Very clear dashboards, easy to read and visualise performance data
- Queue system easy to implement even in big organisations with complex segmented workflows

Inconvénients

If they could make the interface even more user-friendly it would make be an even better product and would make it easier to train employees on how to use it

Avantages

Am happy with ServiceNow for many reasons but the most helpful of them all is the response time. It is very quick and super active. It can manage multiple tasks at a go and still give accurate and reliable results. ServiceNow is user friendly. It's pricing is reasonable and affordable.

Inconvénients

ServiceNow has it all. No challenging processes or hard to understand features. Launching and implementation is simple. Am glad to be the administrator.

Avantages

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

Inconvénients

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

Avantages

Customization options and integration with with other tools (Nagios) as well as separate instances of Snow. As an example: one of our customers is running their own instance of Service Now. Their users interact with their own instance of Snow: log incidents, create service requests, receive and respond to mail communication. Snow objects from customer instance are then bridged (synced) into our instance of Snow, where they are actioned by fulfillers. User communication, ticket status etc. are then bridged (synced) back into customer instance of snow and reach final users.

Inconvénients

There is a learning curve for agents coming from other ticketing tools as well as for new joiners - which is expected. A lot of user guide/process information is openly available, however not all the options described (especially reporting) are available in the version currently deployed by the company, which leads to some areas of tribal knowledge.

Avantages

Ability to get queued to the correct department, and attach all the needed text/files

Inconvénients

A more modern/compact page for easier navigation

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

The flexibility to customize and automate processes.

Inconvénients

There is nothing I Don't not like about ServiceNow

Avantages

Dashboard creation/customization feature
Layout customization features
Flexibility in data preview
Filters
Tickets logging & documentation
Parent, major, hot pager & critical incident management

Inconvénients

Rare outages
Small loading time, could be a bit reduced i assume

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

Customizable dashboard and workflow automation features helped us be unique and stand out in the MSP business.

Inconvénients

Poorly maintained instances of service now can become bloated and hard to manage.

Avantages

Cloud basiert, incidents, Service request, Problem Management, cmdb, Changemanagement alles vorhanden , Self Service Portal Anbindung an ad und andere Tools möglich

Inconvénients

Bisher ist mir nur aufgefallen, das abgeschlossenen changetask nicht informiert werden wenn ein Change sich zeitlich verschiebt, da wir viel mit Info tasks arbeiten bekommen so andere Abteilung nicht mit wenn sich was verschiebt, außerdem ist die ci suche langsam bei uns (angeblich aufgrund der Anzahl)

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

Al momento non ho trovato un vero e proprio lato negativo

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

ease of identifying issues, categories, options

Inconvénients

Speed of responses often delayed or underserved

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

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!

Inconvénients

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

Avantages

We can create reports on whatever filtered list data we want

Inconvénients

The application is sometimes very slow, updating status of any ticket sometimes take alot of time.

Avantages

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.

Inconvénients

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

Avantages

Easy to maintain, good user experience, user interface

Inconvénients

Nothing really, satisfied with all the features

Avantages

Easy to use and integration with other app is seamless

Inconvénients

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

Avantages

Service now is a great communication tool.

Inconvénients

Training curve for new employees can be a pain.