ServiceNow

Avantages

Able to quickly get notified when a task has been assigned and quickly able to locate that task and all information related to it. Sub-tasks or parents tasks can be linked to a ticket which makes it easy to navigate though the details of the ticket.

Inconvénients

Can be difficult to set up the dashboard at first due to the complex UI. System can also be a bit slow sometimes and not super responsive.

Avantages

It helps us to integrate work easily. It reduces manual processes and human errors. It is more useful in tracking the incidents raised for different interface systems by teams. It has creative workflows which is automated and gives real time visibility

Inconvénients

For configuration it requires some works to be done at database level which is hectic at times. There is less opportunity to users to view other items which is interlinked to their respective interfaces

Avantages

It simply gets the job done, one thing I like is that it forces you to fill all mandatory fields before wrapping up.

Inconvénients

The dashboard and the way it looks make it not as user-friendly as I'd like. It may feel overwhelming at times and one thing I don't like about it is that it doesn't allow you to customize the text when writing, it's always plain text.

Avantages

tracking and monitoring incidents has got much easier with serviceNow

Inconvénients

Search filer could be improved, looks more old fashioned

Avantages

The ease of use is the best with Service Now. From the ticket creation up to building KPI reports, you can feel that the Service now was design for a great user experience.
Web tickets feature is great, Backlog management, Incident, Problem, and Request management is all there in a very complete and intuitive way.
The fact that it offers templates was really helpful since we are deploying a brand new service desk service on our company.

Inconvénients

Since it´s web based there could be some incompatibility and web page display issues on some browser and Operative Systems.

Avantages

Easy to use and configure. Service engineer very helpful

Inconvénients

The backend user side is not wholly intuitive

Avantages

Service now it is a robust platform that can be customized to your company needs and processes. Can be integrated with others systems you use, and workflow are easily definable for approvals

Inconvénients

Easy of use and UI are not the greatest. I think the company needs to invest in this area. While it is understandable on how it needs to be used after some training it is not straight forward.

Avantages

I love that we were able to implement catalog services to hel automate various processes.

Inconvénients

For knowledge management ServiceNow is not very user friendly. It is difficult when trying to maintain formatting of knowledge documents.

Avantages

I like being able to make a service request, and it is routed to someone who can help.

Inconvénients

The self service portal is hard to use for tracking your requests.

Avantages

ServiceNow is used by our company to manage IT support requests and manage cases. It has an interactive interface and is easy to use.

Inconvénients

ServiceNow is not an open source and you have to pay to use it.

Avantages

There wasn't a lot of extra stuff going on with it which made it straightforward and easy to sue off the start.

Inconvénients

The design of it just seemed bland compared to what else is out there.

Avantages

Ease of access..

Easy to integrate with third party tools.

Ticket management is sleek.

SLA Feature is great

Inconvénients

Really nothing I can say , if you compare with BMC remedy . SNOW is just awesome..

Avantages

Profoundly adjustable
Light weight application
Simple to incorporate with customer stock.
Following ITIL measure for occurrences/change/issue the board, and so on
Return for capital invested is top tier

Inconvénients

Making custom pursuit inquiries

Work process originator

Beginning Setup

Avantages

It's very easy to configure for submitting IT or help desk requests and can be fully customized to whatever your need is. We have a lot of server and folder access requests and this makes it easy to follow.

Inconvénients

It could use more help screens or information tabs when requesting help tickets. We do get feedback that some of the prompts could be more explanatory.

Avantages

The pros are definetly the possibility to create personalized filters and manage tickets from various countries and clients.

Inconvénients

The mail do not work properly as well as the notification. The design is not user friendly and not at all intuitive.

Avantages

ServiceNow has a beautiful UI and nice interface which makes it easy to use even for non-IT users. I have been in roles where I was an IT analyst and was working tickets, and I'm now currently a user who submits tickets on behalf of technical issues on my team. From both points of view, this software is great. I love how easy it is to use and how you can see the progression of the ticket being worked. Excellent product!

Inconvénients

I think the only thing is that for drop down lists, not everything is there that I may need to describe my problem. However, I will pin that on my IT team who works on setting up our iteration of SNOW.

Avantages

Easy to access, and with more options, for customisation

Inconvénients

Did not come across, only used the available options,

Avantages

I liked how many areas we could use to categorize tickets for reporting later. It helped management to identify areas of concern where high ticket counts existed

Inconvénients

I didn't like how in our case we couldn't customize our instance. That may have been tied to our managed service provider providing us with SNOW, but it handled our needs well.

Avantages

We use ServiceNow to handle all our IT requests for different departments. This is one of our main tools to handle and schedule change requests, tackle incidents, tasks and any other problems we run into.

Inconvénients

Learning how to do proper filtering can be a bit of a learning curve and could use some improvements to be a little more user friendly.

Avantages

It is relatively easy to learn how to use, and the main features are quite easy to pick up. The different functions integrate nicely to be able to provide overall asset management

Inconvénients

The interface is very dated and feels like using old software even though the features inside and the things it does are very up-to-date. It could use a good visual re-design to get in line with more modern standards.

Avantages

The software captures so many data points, therefore analytics and reporting present valuable information.

Inconvénients

There are so many product areas that is can be hard to navigate, especially for areas that are not frequented often.

Avantages

Es estupendo ver lo fácilmente escalable que puede llegar a ser y que de primeras tenga todas las funcionalidades que uno necesita.Puedes hacer seguimiento de todas las tareas incluso ver el porcentaje de realización de las mismas, eso está guay

Inconvénients

La generación de informes la veo un tanto floja así como la interfaz gráfica, mejorarla para modificar la gestión de recursos de manera más gráfica como se puede encontrar en otro tipo de software al uso.

Avantages

* Can be customized for your business to needs
* Easy to use
* Can be implemented in pretty much any industry that needs a ticketing system

Inconvénients

* The ability to see who else is updating a ticket the same time as you seem a little weird to me but it also helps with people not wasting time.

Avantages

I have been using this application on a daily basis for creating tickets , as a ticketing tool it provides very easy navigation to resources and knowledge articles.

Inconvénients

The User interface is good however, it can be improved as some times, the application does stuck.

Avantages

I really like how customizable this tool is for initial configuration and for monitoring tickets. Able to create a fully customized dashboard with filters.

Inconvénients

Albeit fully customizable, it takes a bit to know and understand how to configure and create the dashboard. Bit of a learning curve there.

Avantages

Great ticket system easy to use with great features and great experience for the customers opening tickets.

Inconvénients

Took a while to get it setup, but it was worth the time to be sure it was working as we wanted it to.

Avantages

チケットの内容から粒度まで、設計時にカスタマイズ出来過ぎる部分が多く、ページの設計者から利用者までの全員がチケットの文化やベストプラクティス を理解しているという理想的なチームであれば、有利に働く。

Inconvénients

チケットの内容から粒度まで、設計時にカスタマイズ出来過ぎる部分が多く、運用をきちんとイメージした設計ができないと、複雑で煩雑な仕様になりやすい。また、ＧＵＩも無駄な機能が多すぎるため、本当にアクセスしたいページまでのジャーニーが長すぎる。

Avantages

ServiceNow helps us devise catalog requests, workflows, tasks, incident, change, event and numerous other ITSM related functions.
Allows basic customization

Inconvénients

Complex reporting is impossible
Development possibilities are limited for customers
Documentation needs to be improved

Avantages

I have used a lot of systems for ITSM over my career, and ServiceNow is the only one that has never made me want to pull out my hair. It's fast, reliable, and easy to use.

Inconvénients

The cost of the software can be prohibitive. With free options like SCSM around, ServiceNow could stand to drop some of the costs of subscriptions.

Avantages

ServiceNow can probably do pretty much every task you need to do in IT support and process management. Sure, you might have to customise it here and there but ServiceNow can be used to do the job. Stable, robust and just works.

Inconvénients

The fact that you can do everything with it makes it a bit slow to adopt. Also not sure about the costs, but I think it's on the more expensive side.

Avantages

Es ist intuitiv, leicht zu verstehen und hat die meisten Funktionen die man braucht

Inconvénients

Tickets zu eskalieren sollte mehrere Prioritätsvarianten haben als aktuell gegeben ist.

Avantages

I loved the many features that it offered

Inconvénients

The complexity of this software and many UI querks

Avantages

It is very flexible, can be integrated into any system for your company. When there's an IT help issue, it is very easy to submit a ServiceNow ticket. Can easily attach files or images to the ticket.

Inconvénients

Very limited options to describe what issues you're having. Mostly have to type and write the issues instead of using the selection.

Avantages

Implemented ServiceNow as a HR help desk solution at my organization, in combination with starting up a new global HR services team. This instantly produced efficiencies in how we address employee questions/issues, allowing our services team to handle tickets as a Tier 1 solution.

Inconvénients

Not seeing any drawbacks from this, primarily because we had nothing (employees would email COEs directly) before this, and we still need to get more familiar with using the platform.

Avantages

ServiceNow is a great tool that allows us to submit service tickets, the status of which we can track on the site and receive updates via email. There are additional options on the site, including a knowledge base forum that may provide answers before even needing to ask.

Inconvénients

The site has a lot of options and therefore can be a bit tricky to navigate. When I needed to submit a ticket recently, it took a few steps before I was able to get to where I needed to be.

Avantages

One page and graph to show me my budget and how it compares to what my department (clinical eng) spends monthly compared to the monthly budget

Inconvénients

The only con I can speak of is that the software is somewhat pricey

Avantages

The user interface makes it easy to create a ticket to report trouble or request software or hardware. There is also a place where knowledge base articles can be added. On the landing page, there is a tile where the company can list any current outages/service interruptions. There is also a full page for System Status where planned maintenance activities can be captured.

Inconvénients

It would be helpful to have a button to request a status update on a ticket without having to add to the ticket.

Avantages

Anything that you may need - help with a printer to submitting a monthly construction draw - is seamlessly done through service now by submitting a ticket.

Inconvénients

EVERYTHING has to go through service now, even if it's a simple questiokn that can be answered in a minute. Instead you submit a ticket, which goes to your manager for approval, then IT, and it involves a lot of parties even when not necessary.

Avantages

ServiceNow is very good software to handle our daily Change ticket system. It is easy to use and very well organized.

Inconvénients

Given so many features are available, sometimes it is hard to find what you are looking for. The GUI can be improved.

Avantages

I used to deal with HPE/MicroFocus tools which are great, however with ServiceNow service you can build entire ITSM services in a very good way and easier and customize it as you need to meet your org need.

Inconvénients

It is not very easy to deal with especially it you are new to ServiceNow UI
The trainings are very expensive if you dont have a good deal for it, it will costs a lot.

Avantages

Allows my company's IT team to track service tickets for computer issues, gives the user updated data on where their ticket is at and allows them to ping to see where it's at on the list of things to do

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

I used this from my organization when I needed to submit a ticket for a problem.

Inconvénients

I never explored the features fully but it has not given me a problem for when I use it.