ServiceNow

Avantages

The best feature I liked about its workflows, the way it is implemented in a backend process for tasks, approvals , and autopopulating required fields etc are signs of great features. Also its integration service that allows clients about their stages of requests. Also in problem tasks the way it creates a RCA ti avoid further incidents count on as great features of ServiceNow.

Inconvénients

The SLA is what I dislike because there are some tasks that require greater time than the expected time also in catalog items in variable type as multiple choice if we want to hide a choice it is not possible and requires DOM scripting because of which in future relaeses of new versions it could create an issue.

Avantages

The product did not change the way we have been conducting business but it made it easier. It is easy to follow through requests and incidents in the system rather than manually following. The system removes geographical boundaries as you can escalate an issue which can be resolved in a short time by someone in a different location. You can have a reports which can inform you on strategic decisions. For example you can realise you need more human resource from the reports

Inconvénients

It needs to add some component of AI where a bot can assist other users on some of the petty frequent similar request

Avantages

Easy to log incidents, update status and communicate with the customer about their tickets. Great for storing service documentation -- all of our services are documented in ServiceNow so that as tickets come into our queue, we have a repository of knowledge base articles to refer to in order to resolve the issue. The visual task board facilitates daily team standups to discuss status and priorities.

Inconvénients

The only thing I could think of is it would be great if the visual task board had more Trello-like features, especially their power ups (custom fields, burndown chart, etc).

Avantages

The product is fairly easy to use if you are tracking and resolving service tickets or change requests. I like being able to granularly customize my dashboard.

Inconvénients

This is a little more complicated for things like configuration management and opening a support request (from a support provider perspective). There are just a lot of steps and a lot of information to fill out. I would recommend having a couple of ServiceNow experts who can help standardize workflows and provide training for these more complicated tasks. Also, the dashboard can get too cluttered if you let it.

Avantages

This software have extensive features which allow us users to work more efficiently. Managing request and concerns of our employees has been easier because they can create raise it through chat or ticket/case in this software anytime. Communication by users and administrators have been easy because they can follow-up through the software or even via email. Dashboard also can be customized depending on the user's needs. It also has a Knowledge Base Management attached to it which allow administrators to clarify or countercheck their responses/resolutions to the tickets/cases.

Inconvénients

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.

Avantages

The interface is user friendly and can easily adopt to it and also every option is provided and the flow is also maintained so the data is not lost when reverted back

Inconvénients

Overall it was good but when using some of the options i feel it should be like more of a dynamic looking way so that can make the users to use it for a longer time

Avantages

A brilliant ITSM tool and available as SaaS. The licensing mechanism is based on the fulfiller and approvers . The cost per licenses is a bit high for a fulfiller and hope service now can bring it down a bit.
The best modules are :-

Incident management , Change Management , Problem Management and CMDB.

Inconvénients

The upgrades , every 6 months are something that always keeps us on our toes. secondly it Whatsapp and telegram can be integrated with service Now...

Avantages

It has vast features for Enterprise management, it is one stop platform for tracking and maintaining all the data in one location.

Inconvénients

Little complicated for end users for initial handling of the platform and some limitation of showcasing data.

Avantages

ITIL based
Service Portal (Self Service Portal for quick searches spanning instance or specific areas)
Knowledge Base (despite that not being checked in the available features)
Full Service Management solution for the ENTIRE organization
Strong Workflow engine
Visible Table structures for clean data flows
Extremely customizable (Forms, Fields, Tables, Applications, Portal, Workflow, Knowledge Base, etc...)
Best in the business system architecture (fully redundant instances)
HI Administration portal and ServiceNow support are top notch
Service Now community is extremely active
Docs site (formerly wiki) well updated and complete.
Great organization and User groups
You get a cake upon launch!
Extensive Integration capabilities

Inconvénients

Cost
Some out-of-box examples really don't match up to any organizations needs and leave you wanting more
Email rules are more complex than they need to be (some of this can be mitigated by free add-ons like Postmaster)
Configuration can sometimes be limited and requires some Javascript to get past basics
Mid Servers for integrations can be more work to maintain than desired

Avantages

I use ServiceNow for working on the tickets assigned to me. It is very easy to handle for maintaining our current status on the ticket and update the stakeholders/users to keep them on track on the issue or request. It also gives us the option to link any change or problem associated to it. We have the flexibilty of creating incident task and see all related incident created by same user.

Inconvénients

As of now I haven't felt any limitations with ServiceNow. Will update if any in future.

Avantages

The best thing about Service Now is the way we can handle all data and reports directly on the tool. It is really well designed in getting approvals and assigning tickets. We can also set the ticket assignment groups based on certain rules or configuration items, that really saves us a lot of time.

It is user - friendly too. Very easy to navigate and also has some built in buttons that are really useful.

Inconvénients

Not a major flaw, but if it can create aging tickets report in the form of a pivot table, then there is nothing to beat this tool. We really don't need to rely on excel if we can integrate some into the reporting feature on service now.

Alternatives envisagées 

Pourquoi choisir ServiceNow 

Pourquoi passer à ServiceNow

Avantages

I like service now because it's very minimal and direct, and time wasn't wasted on designing a pretty interface. we use it for ticket management, both for sending out tickets to other teams, and then also tracking our workflow. I find it incredibly helpful to be able to track all stages of my work, and don't think I could do my job without it.

Inconvénients

It's a little clunky. It's not as intuitive as other options. But I feel as though the functionality, if you have a team dedicated to setting it up for your needs, is incredibly useful and will greatly help in the long run.

Avantages

ServiceNow offers a wide range of features, including IT service management, HR management, and customer service management and many more. Investing in ServiceNow has been a great value to our company. ServiceNow offers customizable options that allow businesses to tailor the solution to their specific needs. Also, ServiceNow includes advanced security measures to ensure that sensitive data remains protected at all times.

Inconvénients

Lack of tutorials. Some users have informed us that ServiceNow is kind of complex and overwhelming, especially if they are not familiar with similar software solutions.

Avantages

Amazing tool for change incident and CMDB management. I am using this tool for change and incident and I found it best among the tools I used.
Design the too the way you want.

Very simple user interface and make process very easy. With any experience user can use this tool

Inconvénients

Nothing as I am aware of as for me this is best and the way service now is improving , I have nothing what I can this as an improvement.

Avantages

Everything, I love ServiceNow. I used it in 4 different IT BPO companies here in the Philippines.Integration to other systems is really good and helpful.

Inconvénients

I can't think of any Cons using ServiceNow, it really depends on the Management or Admin that handles ServiceNow. some management can't utilize ServiceNow's great features.

Avantages

Service now makes integrating workflow automation easy. I am able to carry out multiple IT Service management activities, ranging from incident management to Change management. it helps to aid accountability, you are able to view the work effort of each employee and the time it takes for incidents to be resolved in line with SLA. With Service now, I am able to view all task and incidents raised to my team at every particular point in time, assign them to appropriate team for resolution and also follow up on resolution. It also provides a platform where i am able to identify trends and recurring issues.
The dashboard allows me to view all related activities at a glance, for me it is the best ITSM tool .

Inconvénients

From NON -IT user perspective, it is difficult to work around the platform, it needs etxra training to educate users on how to use it. Asides that it is a great ITSM tool.

Avantages

ServiceNow offers a complete IT Service Management. It has capabilities like incident management , change management , asset management , problem management etc. It also supports workflows , approvals and automations. No need to manage on premise , as it is a complete cloud solution.

Inconvénients

It is an expensive tool. It is complex to configure and requires expert knowledge. UI is intimidating for new users as it has lots of features and options.

Avantages

The product has a very easy learning curve and you can get a good grasp of how to use the application under a few hours. the ticket management portal is extremely helpful providing feedbacks and showing history of what have been done.

Inconvénients

The web portal is quite heavy and needs a very strong bandwidth. Optimizing the web portal so it can work even in low bandwidth conditions

Avantages

This feature is very very impactful in day-to-day IT business.
From incident management to customer engagement, it provides end-to-end solutions.
You have multiple options to display your data in graphical or list formats.
It gives multiple filters to generate effective reports.
It provides a very easy and feasible way to onboard the users and manage the customer accounts and their cases. Our IT department uses ServiceNow helpdesk services to manage the employee data. The support features from ServiceNow makes it easy.

Inconvénients

I do have a few things in mind that ServiceNow can upgrade:

1. They should give the option to edit the comments we make on cases/incidents/changes etc.
2. They should provide the option to perform the search specifically on comments and it should be optimised.
3. There should be option for grid view instead of list view, such that user can go to the next case or incident and update them side-by-side. Currently if we filter out 10 cases, we have to open them all in separate tab to work on it. It should be managiable using same tab only.

Avantages

In this platform we can get Certification course using this is to get a job, Different services are provided in one platform

Inconvénients

It is complex for beginners, we can take more assignments for certification

Avantages

I like the level of customization it offers to each organization and custom features that can be developed and integrated to the tool based on the needs of the company.

Inconvénients

Its very complex with multiple development modules, sometimes its very heavy to load and it takes time opening few links.

Avantages

Bietet aus dem Bauchladen heraus sehr viel Möglichkeiten und Funktionen. Die einzelnen Prozesse setzen aufeinander auf und entfalten durch den aufbauenden Einsatz jener das volle Potenzial der Plattform.

Inconvénients

gewisse Themen könnten bei den Kosten integriert sein (Bsp. Advanced Analytics), hier lässt sich jedoch ServiceNow gerne alles zahlen

Avantages

It have Selfserve option like serviceNet and different ITSM modules where Users can select required option and go for their ITSM needs without struggling for technical team. It gives ability to user to create their own report and dashboards for better visualizations and daily reporting.

Inconvénients

It require VPN connection within company premise due to policies. Its difficult to manage it through mobile devices.

Avantages

- Attractive UI
- Knowledgebase
- Easy to Learn

Inconvénients

- More option can be added in future and Integration with other Apps can be made more simples

Avantages

Self-sustained, full environment solution, almost without the need for complementation with other gears.

Inconvénients

Different user experience takes a while to learn how to navigate it.

Avantages

The best part that I like the most about Service Now is it's completely automated. We have used this tool for IT management whereby anything related to raising a request for a hardware or a software installation requirement would be logged on Service Now. The logging process is pretty simple and once logged this will create a notification for the supervisor to review and approve.

Inconvénients

In the past, we have had challenges in re-opening the service now tickets once they were closed in error. This led to a number of internal complaints as we had to requests the users to open new tickets for the same request.

Avantages

It is straightforward and can help manage related templates, knowledge and tickets and SLAs for help desk. It provides a comprehensive tool for ticket and help desk management and resources for day to day activities and reporting.

Inconvénients

The interface is a bit clunky and not user intuitive. It takes some time to understand where things are and how to use them.

Avantages

La caratteristica che preferisco in Service Now è la facilità d'integrazione con altri applicativi/servizi per cui i flussi possono essere personalizzati a seconda delle esigenze (ad esempio integrando Snow con altri applicativi è possibile classificare le mail in funzione di determinate keywords)Con Snow si possono gestire allo stesso tempo le richieste interne all'azienda (richieste di uffici verso altri uffici), sia le richieste di utenti esterni. Vengono monitorati i tempi di evasione delle richieste e per questo motivo difficilmente si creano dei backlog.

Inconvénients

L'aspetto negativo sono gli alti costi di manutenzione e di sviluppo dei flussi, che richiedono competenze specifiche e non possono essere realizzate da persone senza adeguata e certificata preparazione. Nel nostro caso ci siamo affidati ad una società di consulenza dovendo dedicare budget apposito.

Avantages

How easy it is to split tasks among other team members when your department may not be the core department.

Inconvénients

This is a very difficult piece of software to use, to be fair. Compared to competitors, there seems to be a lot that can be done in this but there's a very real requirement in training involved. When we were set up with this product, we hardly received that. It made the implementation rocky, at best.

Avantages

It was simple and easy to understand. User friendly. Easy to customize the dashboard. We can keep track of tickets according to the ticket status, which made my life easier. It is the best tool for maintaining incidents, SCTasks, change requests, and organizing work. We can have the history of work done.

Inconvénients

New clients should be situated on the most proficient method to explore through this device since it is very confusing to clients from the beginning.

Avantages

Service now is part and parcel of our ITSM system over the years. We have migrated from other vendors to Service now.Its very critical for IT enterprise to handle incidents, requests and to daily business as usual activities .Its also Critical for reporting metrics to management on a periodic basis. Service now also provides robust usage through Service now anywhere web interface. It just provides ease of use anywhere in a remote work setup for the larger team.

Inconvénients

Service now customer support can be improved.

Avantages

Incident management, service catalog, problem management, change management, service portals, DevOps

Inconvénients

Frequent upgrades needed, needs specialized knowledge for configuration and administration of the various processes in the tool, a bit expensive

Avantages

With its recent integrations of automation and chatbots, ServiceNow is way ahead of time and technology. It's lightweight UI and easy to implement features makes SNOW standout across its ITSM peers.

Inconvénients

The tool offers varieties of developments but needs more expertise on implementation and effectiveness.

Avantages

Search feature is very powerful and easy to use as it is globalized search.
Allows me to see the ticket distribution across my teammates.
Supports customization of the change management process.

Inconvénients

The frontend design looks a bit old and not much attractive to me personally.
Also it is little bit costly. Apart from these 2 things, everything else seems great about ServiceNow.

Alternatives envisagées 

Logiciel antérieur 

Avantages

- The most critical feature of the ServiceNow feature is, the customizations that we can make to the tool for ticketing purposes, routing purposes and integrate other applications for business flow to seamlessly work.
- The UI of the tool is very intuitive and self-understandable for any user to quickly navigate without any confusion
- The OOB features available for this tool are wide-range and can be leveraged for various business use-cases

Inconvénients

- The ServiceNow team can include more customizations and OOB integrations to avoid any over-head for the customers to implement themselves in-house
- The support can be more helpful and available at all times in blocker issues

Avantages

Permits my organization's IT group to follow administration tickets for PC issues, gives the client refreshed information on where their ticket is at and permits them to ping to see where it's at on the rundown of activities

Inconvénients

Extremely restricted alternatives to portray what issues you're having. Generally need to type and compose the issues as opposed to utilizing the choice.

Avantages

As a cloud hosted software, it is easy to track incidents, any depreciation and assets that belongs to users.It also can be customized with multiple support options. The reports are also easily customizable and easy to understand.

Inconvénients

The navigation panel can be a mind-boggling experience to use plus the software does not offer On-premises features plus it is relatively expensive upcost wise.

Avantages

We are using service now for change management task. We can easily integrate with other tool and system . It has nice GUI and power automation tool. we can easily automate business workflow based on requirement. It provides great collaboration that allow team member to share information and work together. It help to maintain SLA.

Inconvénients

I haven't found any issue yet. It is working as expected.

Avantages

User Interface is very smooth , lot of features , lot of options to configure

Inconvénients

Sometimes apolit for too many features . Need some time to get used to all the funstionalities

Alternatives envisagées 

Pourquoi passer à ServiceNow

Avantages

Filters options are very helpful to categories the incident, filters columns can be customised as per user requirement. Instant generation of report saves lot of time. In change request option justification tab is really satisfying which does not lead any team member for confusion.

Inconvénients

Has some limitations for creation of incident with sub incidents. User interface is not comfortable.

Avantages

Easy incident or issue escalation. You are able to assign issues to individuals or to teams. This functionality was quite valuable.

Inconvénients

Not intuitive for everyday use. As an IT professional, my team and I found it very difficult to use. Imagine being an everyday user that has to use this tool.

Avantages

ServiceNow is such a user friendly product. Their out of the box modules require very little customization to get you up and running using a wide suite of available modules, there's not a lot ServiceNow can't do.

Inconvénients

Over-customization can make upgrading time consuming but there are plenty of guides to assist you with this process.

Avantages

There are few categories which i prefer above all others are ease of use, the level of customizations that it offers and the detailed reporting it provides.

Inconvénients

Cost and Implementation complexities are few which i think can be improved.

Avantages

ServiceNow is fast and issue free so long as it's setup correctly. The interface is simple and easy to understand. The learning curve, unlike older software, is practically nonexistent.

Inconvénients

Sometimes tasks can have subtasks that are nested so deeply that they can be missed on first glance. I wish the software had a simpler nesting system.

Avantages

It bundles so much functionality into a single application,

Inconvénients

Generating reports is not intuitive. You have to learn the methods and do them several times before it becomes routine.

Avantages

offre tantissime funzionalità e moduli differenti per poter gestire praticamente ogni tipo di ticket, integrato molto bene con il portale di self-helpdesk

Inconvénients

per mia personale esperienza trovo che non è uno strumento semplicissimo da utilizzare, soprattutto la parte di backend è poco immediata, forse per la grande quantità di funzioni e moduli esistenti.

Avantages

I really liked its integration with other systems and applications. Dashboards and reports really gives good insights.

Inconvénients

If we can add a messenger integration then it will be very useful.

Avantages

ServiceNow can do everything. I personally use it for project management, but our team uses it for ticket management, automated workflows. Our IT team uses it for asset management and ticketing. I've never found an all encompassing tool before.

Inconvénients

It's fairly complicated to learn. I am currently learning dashboards and the reporting feature is really hard. There isn't really good resources out there to learn it either.

Avantages

easy to use and no training required for end users

Inconvénients

should be easy to find and search for older tickets when closed

Alternatives envisagées 

Pourquoi choisir ServiceNow 

Logiciel antérieur 

Avantages

Ease of use, User friendly and good User Interface.

Inconvénients

Having autorouting feature will greatly help manual assignment