ServiceNow

Avantages

We used it to speed up our IT ticket process. For example, instead of getting bogged down with emails, staff could log issues directly, and our team could respond faster.

Inconvénients

It took some time for the team to learn how to set up the workflows properly.

Avantages

ServiceNow is a very usefull tool in my everyday work. With ServiceNow I open and monitor tickets.

Inconvénients

The UI experience is not so "modern". Maybe an upgrade is better

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

Thanks to ServiceNow, our processes are much more streamlined. Assisted in creating a streamlined operation. Our remote team's efficiency increased once we established a central hub where everyone could access the same, reliable information.

Inconvénients

There is some lag time when utilizing the dashboard, but I'm sure this will be addressed in a future update. In addition, I think the report function may use some tweaks.

Avantages

It has all you need for managing IT services, Tickets and incident management

Inconvénients

License fees are high. Naturally to match the advanced features and good stability of the tool.

Avantages

Lots of options when managing service tickets. This software is flexible enough for IT, HR, and other departments to be grouped into one as long as you are granted the access to see them. The UI for the web app is nice and simple. There are some decent dashboards already built in for you to choose.

Inconvénients

There are too many options listed in the All menu. Most of them I don't use so I have to favorite certain menus and ignore the rest.

Avantages

Vast product with so many helpfull features/

Inconvénients

AI integration is still not the best. Also the whole UI could look better

Avantages

Semplifica e rende efficiente la gestione dei ticket. Una volta aperto un ticket questo sarà indirizzato direttamente al team specializzato ad occuparsi del problema. Il quale riceverà una notifica per avvisarlo dell’apertura. ServiceNow consente di struttura report, presente un interfaccia curata e facile da usare ed è possibile monitorare SLA e stati dei ticket in tempo reale.

Inconvénients

Da migliore l’assistenza clienti aumentandone la velocità di risposta e da valutare un abbassamento del costo per permettere anche a piccole realtà l’uso.

Avantages

It helps to manage all the IT infractions and also very user friendly for users

Inconvénients

Everything is good in this application and easy to track tickets

Avantages

It automatically routed service requests to the right team, speeding up our response times significantly.

Inconvénients

It took a while to navigate and find specific features, which slowed down my workflow initially.

Avantages

It's great with IT Service Mgmt and a great communication tool

Inconvénients

Pricing is quite high and learning curve steep

Avantages

The customizable workflows and automation features have saved us time and improved productivity.

Inconvénients

The learning curve can be steep, and some features feel a bit overwhelming at first.

Avantages

Ease of use for end user, email integrations, assigning tickets to person or team. Lots of integration and automation or selfservice options.

Inconvénients

There is a learning curve in searching/filtering tickets for the ticket handlers or IT admins / service managers. But it's manageable. And end users don't see that side, for them the experience is very streamlined.

Avantages

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

Inconvénients

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

Avantages

Scales effectively with business growth and allows significant customization to align with unique organizational needs.

Inconvénients

The platform's broad capabilities can make it overwhelming for new users, requiring significant training and expertise.

Avantages

The activity dashboards that can be used to track the activities saves great time for users. Being cloud based let the whole diverse team work at the same time without losing any data.

Inconvénients

It needs to integrate with every other product that have been using by the company.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

Have not found anything not to like yet.

Avantages

Molto utile per gestire richieste dei clienti. Utilissima l'integrazione con la posta elettronica (nel mio caso outlook). Si possono suddividere le richieste per categorie salvando dei preferiti.

Inconvénients

L' interfaccia non è molto intuitiva, da migliorare.

Avantages

The ticket management service is very reliable and transparent to the user.

Inconvénients

Some functionality might need to be more appearing to the user - would be good to have a better UX and UI experience.

Avantages

ServiceNow ofrece una plataforma completa y centralizada para la gestión de tickets de soporte, lo que facilita la organización, seguimiento y resolución eficiente de los problemas de los clientes.

Inconvénients

Al principio puede resultar muy difícil por la cantidad de funcionalidades que tiene la plataforma, pero cuando aprendes a usarlo todo se vuelve muy sencillo

Avantages

Change and Incident management are very user friendly and easy to enahance and mainti

Inconvénients

Search functionality can be made more robust and accurate

Avantages

ITSM. Ticket management and dashboard.

Inconvénients

UI not intuitive enough. Sometimes it's not easy to find the button

Avantages

Easy to use interface, great for tracking IT requests, saves time and keeps everything organized.

Inconvénients

Some features can be complex to set up and customize, occasional glitches that require troubleshooting.

Avantages

The transparent and clean UI experience.

Inconvénients

A bit slow loading speed when there are multiple tabs open

Avantages

ServiceNow is powerfull tool on cloud for Different Modules such ITSM (incident Management), CSM (customer service), Ticket management. It allows you do lot of customization according to business requirements. it also have module names service portal where we can create our own ordering platform for internal level and we can integrate it with other modules such as asset tracking and CMDB to get the real time information.

Inconvénients

ServiceNow is a great tool but the only thing i dont like about this tool is, they are still using or allowing us to write the code for customization for older Freamworks and languages (older version of angular and other UI frameworks).

Avantages

Easy to use and user friendly. Like the change management and the integration with other communicator.

Inconvénients

Nothing be be specific. More reliable for cloud and microservices, need to have integration with Jira.

Avantages

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

Inconvénients

Sometimes it is really slow when you click on a link

Avantages

Useful software, attachments can be added. Once created, the tickets allow for more information to be added on it.

Inconvénients

Unfriendly interface. It’s a bit slow sometimes.

Avantages

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

Inconvénients

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

Avantages

Functionality where it can be used for onboarding/offboarding requests, software vetting, as well as Change Requests for our Change Management board

Inconvénients

Interface can be cumbersome. Many different menus to navigate to then update your Service Now tickets

Avantages

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

Inconvénients

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

Avantages

I like the ticket management, change tracking and reporting options of this product.

Inconvénients

As this is a web-based, we need to have a good WiFi connection to connect the VPN

Alternatives envisagées 

Pourquoi passer à ServiceNow

Avantages

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

Inconvénients

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

Avantages

Tracking and communicating within the team is the best feature, it's very easy and user-friendly.

Inconvénients

I do not have the option to reopen the closed ticket, modification writes for the assignee.

Avantages

ServiceNow is kind of the Porsche solution... it has a lot of bells and whistles and fantastic features. Intensely configurable, and I really like that. It does however require a lot more programming knowledge for some things. Overall, the out of the box stuff you get is top notch with a lot of features.

Inconvénients

Higher need for programming experience to get it to do what you want it to do. There's been a LOT of advance, however, in low-code ways to do things which has been very welcome.

Avantages

ServiceNow allows me to easily log a ticket for any IT matters. The system makes it easy for me to lodge tickets, and "sit back and relax" while an IT personnel is quickly assigned to my task. It's much easier to work through ServiceNow, than to run up and down to my local office's IT department (which can be frustrating if they are already busy or in meetings, and you just have to wait for assistance, wasting time away from your work duties).

Inconvénients

There are no specific negative issues that I can note about ServiceNow.

Avantages

Easy to use and customize the product as company requirements

Inconvénients

Documentation ordering is not easy to understand the flow of product

Avantages

-You can create multiple dashboards.-Customized chat integration.-customization capabilities.-inbuilt plugins to integrate the 3rd party applications.-Report customization facility.- Work flow customization.

Inconvénients

-Due to lots of module, Sometime its confusing to select the particular module.-Page loading took time.- Implementation took time and required ServiceNow expert to implement.

Avantages

ServiceNow is easy to use to escalate customer issues to support groups incase a fast call resolution is not given. You're able to track the resolution given to the issue logged by searching the incident.

Inconvénients

I like all the functions of servicenow so i have nothing negative to say.

Avantages

I like the whole concept of the service, it helps me manage all my IT needs and services for my company.

Inconvénients

Anything that I feel like I shouldn’t have to pay for because of the outsource itself. I kind of don’t enjoy but I can definitely tell you it’s still worth the money because it’s not expensive.

Avantages

Fast and simple to use. By offering a service model that defines, organizes, and regulates the flow of work, it accelerates the delivery of services. To get ServiceNow working in an enterprise, only a small amount of configuration is needed.

Inconvénients

Nothing to say. This tool is already perfect for ticket management. No cons.

Avantages

I like how it solves the problem of ticket management for our department. The interface is easy to use and navigate.

Inconvénients

I least like navigating the archived tickets at times and wish there was an easier way to locate tickets that are not currently open.

Avantages

The software is easy to use and read exactly what details you need. It is customizable to run various reports, as well as for automated actions for things you need done when some steps are completed.

Inconvénients

It does require someone to be an administrator to really learn the platform and be able to configure it the way it is needed. It is not as mobile device friendly as it could be.

Avantages

ServiceNow really helps us to manage our customer and IT services from end-to-end. We make use of the ITSM, ITBM, IT Asset management, and CMDB features. Together all these features help us manage our clients, our services, and our assets.
There really is so much one can do with the software and once users start adopting this, it really makes such a big difference to how IT can assist the business. Even our other teams like finance started to use it as well now.

Inconvénients

In terms of Backend Setup, ServiceNow does take some configuration to work really well, and this might not be an easy task for someone without previous experience.

Avantages

I've been using this application for the past few years, and I think the real-time alarm triggering and search functionality are outstanding.
If the data we need is in the app's database and is configured, we can use it to find it quickly.

Inconvénients

I haven't yet come across anything that I can point to as a negative aspect of this app. Nothing that I can think of that would make this app less desirable.

Avantages

all the Modules that we used are ease to use.
Documentation is well maintained.
Easy to implement.
easy to track the changes for Admin Team.
Reporting Module is Great for BIz team.

Inconvénients

Cost and Product Support.
Product road Map dates are not clear.

Alternatives envisagées 

Pourquoi choisir ServiceNow 

Pourquoi passer à ServiceNow

Avantages

I have been using ServiceNOW (SNOW going forward) for over 3 years at Nielsen now. The platform holds together a ticketing platform, a custom-built application, self-help, service desk contact information, and knowledge base articles. Our organization also has some integrations with our HR, IT and Finance systems and require a little more maintenance as we are currently committed to another well-established platform. My tickets are always visible, my approvals, etc widgets are very useful too. The portal is light, so it is fast and it also connects seamlessly with Okta.

Inconvénients

Employees tend to get confused if the widgets are not correctly set up under the relevant sections of SNOW. The roll out time is quick, but the set up is the larger task. Custom applications running on SNOW can be a little buggy at times. The platform can turn into a administration nightmare if it is not maintained well.

Avantages

Proper managing of incidents to respective teams with 3 tier architecture starting from Help Desk
Efficient management of system changes with agile methodology through proper state transition until deployment
Categorization of CIs based on CI class and their relationship like Application, Database Instance, Servers

Inconvénients

System performance can be far better on node restarting
OOB baseline does not support some level of access control for change which it should have
Changes created by “Copy Change” can not be tracked separately
Can have more option of customizing service portal in configuration based way rather than angular
Reporting on Standard Template field values should be more user friendly