ServiceNow

Avantages

ServiceNow's low code/ no code benefits us to build business usecases without worrying too much about basic configurations which are not required.

Inconvénients

Sometimes development instances need to wakeup everyday. Servicenow should allot more time.

Avantages

This is one the good SaaS product available in the market for ITSM. Its easy to manage and support is also very good.

Inconvénients

This is very expensive once all initial discount is over.

Avantages

One point of contact for users to request service, incidents or changes on our system

Inconvénients

With a lot of options it can become confusing for users to know what type of ticket to create.
Adoption of the use of this tool is a big challenge

Avantages

Service Now is a one stop solution for most of IT departments needs which promotes and enables Self service for several use cases. Request, incident management, approval workflows, incident reports are some of the very useful functionalities of service now.

Inconvénients

Sometimes UI response it bit slow which makes users to wait before form response.

Avantages

Easy to automate and has various features to prioritize tickets, handle priority tasks and support incidents. The biggest advantage is the ability to integrate with different systems such as Agiloft, JIRA, SecurityScorecard, CRM, etc. ServiceNow helps the implementing team to focus more on collaboration and process development rather than coding since it absolutely limits coding. It is also a well known enterprise GRC tool and has released a Vendor Module, which can be used in Source-to-Pay projects.

Inconvénients

ServiceNow is very expensive, which is a huge deterrent for small and mid-size companies to use its software. They don't do Proof of Concept (POC) in most cases, which forces teams to trust them purely based on the demos and their reputation.

Avantages

The dozens of functions and features are offered. Has made my job easy and enjoyable. Easy to navigate.

Inconvénients

At first, a tad bit tricky to maneuver and use to its full potential. Would like to see an integrated help system.

Avantages

This tool is very flexible and allows even Business Users to configure processes and worfkflows.

Inconvénients

The license is rather difficult to understand and must be re-considered over time.

Avantages

I have been avid ITIL practitioner and have been using various products in various companies of my job experience. ServiceNow supports ITIL processes completely and most efficiently where there are minor drawbacks. The level of compromise required to enable processes efficiently is less as compared to Remedy and HPSM. Service Now has harnessed the power of virtual assistants which is yet being explored by other companies. The ease of set-up and manageability makes configuration of ServiceNow a cake-walk.

Inconvénients

If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process. Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects. integration with risk management could have been made simpler to show the mapping of technical risks to business risks.

Avantages

The ease in which it kept track and managed IT ticket requests. You could easily see the queue and also do tons of data analytics from response times, to ticket requests per month per department, and how often tickets had to be escalated. The cloud-based platform really helps your reomte workers have access to a live database that was updated and always "correct." This was also extremely affordable for all the different capabilities it added.

Inconvénients

The service technicians aren't always available as spelled out in the service agreement. Luckily we didn't have issues with this often and we were able to resolve issues on our own or could wait it out until it was fixed.

Avantages

It's easy to setup and has limited features without overwhelming the user

Inconvénients

The features are limited and UI is very bad

Alternatives envisagées 

Logiciel antérieur 

Pourquoi passer à ServiceNow

Avantages

Servicenow is easy to use tool..
It has a lot of functions and options that can be very helpful for an organization..

Inconvénients

The dashboard is a little complex and user need to be actively good for looking for a particular process to work on..

Avantages

It has open APIs for us to integrate with an intended third party software and it is highly customizable according to your industry and business needs.

Inconvénients

The overall page load speed could be improved when it handles quite huge volume of data at once. But we overcome this is issue through batching the operations.

Avantages

I like the automations as well as the robustness of the platform

Inconvénients

It is pretty complex to set up from an administrator standpoint, as well as we struggle with getting folks to actually use it.

Avantages

The ease of using this software and it's ability to be able to integrate with various other platforms

Inconvénients

SLA definition does not stand true for all requests and sometimes causes escalation where it is not meant to. More robust feature pausing the SLA might be good to have

Avantages

one stop shop for all type of tickets, easy to use, fast to search

Inconvénients

Performance need to be tuned a little more

Avantages

I have used various tools for Incident management but service now is one of the best one.This helps in tracking the Incidents,SLA,creating reports.

Inconvénients

Reporting feature can be enhanced & there can be more options in reports creation.

Avantages

Lots of features and functionality that are mostly easy to learn and use.

Inconvénients

It's expensive compared to most other comparable products.

Avantages

The most advanced and easy to use software for all Service management needs.

Inconvénients

The cost is going high and becoming heavy software which might be a differentiator for the future

Avantages

Impactful and helpful is the customisarion of my favorites page, where I use basically all the options from the incident management and knowledge base articles

Inconvénients

Somestimes it may take a long time to load, and get the :record not loading error, soecially when I filter to a specific query

Avantages

I like the scalability and possible capability to do more configuration and development for custom use.

Inconvénients

The fact that I can not use SNow links for imbedding

Alternatives envisagées 

Pourquoi passer à ServiceNow

Avantages

One of the great things it has is the integration with other tools, like slack or even having an API create now cases.
The notifications work like a charm
you can customize your Dashboards and initial page, even with colors.

Inconvénients

For beginners is really hard to get used to it, searching for a person might be a difficult task if you don't know the tool

Avantages

This is one of the great product available in the market. Cannot compare some of the other products. One suite for all. Love this product

Inconvénients

Adding each module is very expensive. Small companies cannot afford

Avantages

The nice part about this product is that it can be integrated with PowerShell scripts. Once the work is completed, the data is uploaded to the SNOW interface, where we can simply combine it with this email gateway and other products.

Inconvénients

Product customer service might be improved, and it can be tough to integrate with current systems.

Avantages

ServiceNow has a lot of features that are all in one place. This includes tracking incidents, requests, change controls, paging, timesheets and more. It's also quite customizable because you can create your own dashboards with whatever information you want.

Inconvénients

ServiceNow has a steep learning curve, and I'm not sure how necessary it is. There are a lot of features sure, but finding what you need can be very difficult at times. If I know exactly what I'm looking for, it can be easy, but if I don't remember if something was an 'Incident', Request, change, or something else, it can be very difficult for me to find. I don't see an easy way to just view everything that's assigned to me, regardless of what it is.

Avantages

Loved Service Now! This made managing our help desk easy and our tech were able to work efficiently and effectively. The interface is VERY easy to read and user friendly. The application has so many different functionalities like: Knowledge base, Equipment tracking, RMA, chat, etc. I even enjoyed the Mobile App!

Inconvénients

I wish there were different/more theme colors you could customize/choose from. Also the mobile app was complicated setting up.

Alternatives envisagées 

Pourquoi choisir ServiceNow 

Pourquoi passer à ServiceNow

Avantages

A single excel sheet upload to add assets into the cmdb table was responsive and fast.

Inconvénients

The routine upgrades are a bit of inconvenience. Ex: Migration from Rome to SanDiego to Tokyo and so on which happens once every six months.

Alternatives envisagées 

Pourquoi passer à ServiceNow

Avantages

To rack incidents, problem management , change management in proper way. Also we can create knowledge base articles in ServiceNow platform.

We can add service catalogue based on our requirement.

Inconvénients

I couldn't feel any difficulties so far.

Avantages

indispensabile per apertura ticket su incidents e apertura task per refresh.

Inconvénients

interfaccia utente complessa di non facile immediatezza, alcune funzionalità devono essere ricercate.

Avantages

This tool offers many features but I've used this tool for ticket maintenance, and service management.

For service management the services catalogue offers extensible options to manage and generate service level requests, however we integrated our companies SNOW with Clients SNOW in configuring API's for ticket generation and maintenance.

Inconvénients

The tool requires some level of training to actually unlock and be able to utilize all the catalogues this tool offers, delays in report generation with a very difficult integration model.

Avantages

Future rich, easy to use, great tracking and logs

Inconvénients

It requires a dedicated team to be implemented efficiently , high costs, but overall it is worth it

Avantages

The pricing of the software, in comparison to JIRA, Zendesk, etc.

Inconvénients

The interface of the software can be worked upon.

Alternatives envisagées 

Pourquoi passer à ServiceNow

Avantages

ServiceNow comes with strong features and functionality for our IT ticketing requirements. It comes with decent configurable options covering end-to-end workflow for business needs. It is user-friendly and user intuitive. Overall, pretty flexible and powerful software!

Inconvénients

Nothing much to dislike about the software, the only thing I can think of is that the customizations can be challenging if there are unique business requirements.

Avantages

I have been using Service now for creating ticket like every day.A user-friendly software to create ticket manage and a great tool for freshers

Inconvénients

Nothing to diss about just the UI can be auto adjustable

Avantages

ServiceNow is widely used tool for incident management with a lot of Features that are easy to deploy and configure. We can create customized dashboard for easy tracking of the ticket as per our need.

Inconvénients

Since the time i have started using it , I haven't found any problem with the software.

Avantages

very nice enviroment, useful tools, good managment, many users in support like this web based tool in many companies I've been worked in

Inconvénients

it needs a very good and strong internet connection speed around 20mbps and it's very hard get good connection thru VPN

Avantages

So this thing has a ton of features. SO many, actually, that it is incredibly overwhelming.

Inconvénients

I just found that the amount of information and features available were very overwhelming and unneeded. There is no RPA or API.

Avantages

I find Service Now fairly easy to use. But most of its one of most reliable tools I know. Can’t remind myself any time it failed me once I needed to do something in it.

Inconvénients

Well, it’s really hard for me to find single point this software was not meeting my expectations.

Avantages

Apart from being an efficient IT Service Management tool, ServiceNow aides in provinding a centralized system for service operations and tracking service disruption incidents.

Inconvénients

Customization in ServiceNow can be a painful task.

Avantages

Its easy to use, highly customizable on the end user end, and stable. I like that I can make my dashboard look how I want it, and use the format that makes the most sense to me. The admin on the back end has set up some great workflows that allow a single request to be used to do multiple things. Imagine a single ticket to onboard a user, that requests their cubicle from Facilities, thear computer from IT, and their phone from Telecom!

Inconvénients

Configuration items. The way our implementation is configured, you need a valid CI to close the ticket. If an item is not in your CMDB, you have to get an admin to add the CI so you can close a ticket. KEEP IN MIND, this is just our implementation and config, and they are working on a solution to allow end users to apply a new CI, this is just OUR temporary growing pain.

Avantages

Simple to all and multi-purpose wysiwyg open source software.

Inconvénients

We are thankful to the vendor for all it offers.

Avantages

Its user experience is best to interact with, easy monitoring, tracking, joining with mail services and much more.

Inconvénients

Sometimes there is some seconds latency in opening tickets, this needs improvement

Avantages

The ease of it. We use 3 different platforms of this tool for various departments and it’s so easy to use.

Inconvénients

You can’t transfer chats between the platforms.

Avantages

Categorizing: Very easy to categorize tickets and The interface is simple and straightforward

Inconvénients

Interface can sometimes be confusing, a lot of data housed in one place and not easy to navigate to exactly what you're looking for.

Avantages

Works without VPN. Nothing I really like about it compared to other systems.

Inconvénients

Does not provide fast look of Processors to assign. Slow...

Avantages

One is for sure the functionality but along with that the documentation provided on the UI and also ease to extend for development is pretty crucial and useful.

Inconvénients

Security features need to improve also the way authentication works as per industry standards also enable more apis for development

Avantages

Tool is very in demand and resources do not need much training. Easy to setup as many companies offer the setup packages.

Inconvénients

Integrating various things is tough as it need the requirements from customer.

Avantages

It is one of the best ticket management.
It allows you to create tickets under any of the projects that is already mapped to the service now accounnt.
Graphical suggestion and the report suggest the management team can make the decision based on the UI.
It also has email notifications for users or group email ids whichever mapped or ticket is assigned

Inconvénients

UI layout is changing or too much customization not required I hope. If the user is working for multiple client UI changes that needs to be avoided.

Avantages

Easy to adopt with many prebuilt workflows that are entirely fit for purpose.

Inconvénients

Fairly expensive on the market, commercial model of product not really negotiable

Avantages

One of the best tool to raise incident tickets across multiple teams in the organization. We are using service now for tracking log changes. We are mainly use for change management, logs tracking and product release incident tickets

Inconvénients

Nothing to dislike in the product. It does what it promises to do.

Avantages

Best provision of technical & detailed features for ITs
It provide easy way to raise any ticket with proper details
Response time analysis is best in this app

Inconvénients

Raising access to service now takes long time and need very details which are not required or not available to users.