ServiceNow Customer Service Management

Avantages

This software is very easy to use and is extremely user-friendly. I love that it is very customizable and can be tailored to any buisness model.

Inconvénients

There are times that it can be slow when trying to interact with some of the dashboards.

Avantages

It is easy to manage our staffs effectively.
It has an easy to use and userfriendly interface that is fit for all our employees.
It is easy to cut tickets to our customers having issues.

Inconvénients

There is nothing we liked the least.It delivered to our company's expectations

Avantages

None of the Service Now items belong to the "Like" group.

Inconvénients

Service Now technician can not fix anything. It is worthless.

Avantages

The ability to build personal and team reporting dashboards

Inconvénients

Documentation to get help on creating filters

Avantages

1. User-friendly interface. 2. Reduce manual tasks. 3. ServiceNow offers a wide range of IT service management features and they are very user-friendly.

Inconvénients

The price of the service can be expensive to implement and customize, especially for smaller businesses or organizations with limited budgets.

Avantages

The PROMISED functionality is fine. They never got it to a functional state after a year of "implementation." I do not recommend ServiceNow for small and medium sized businesses because ServiceNow doesn't care about fulfilling their promises because losing a small business is no big deal.

Inconvénients

I feel that ServiceNow lied to me. I was told that it could integrate with NetSuite, our ERP. ServiceNow referred us to one of their partners for implementation. We bought it in December of 2020. It is now December 2021, and the tool is still not implemented. On top of this, they are contacting me asking why I haven't paid for the second year of the service! We have not been able to actually use the tool once! We are too small of a company for Service Now to do anything about the issue.

Avantages

As a operation Lead i use ServiceNow on daily basis , it helps me checking shift schedule of my team so as i can assign tasks 2) also to check the current status of Service tickets as like where the call is pending so to get follow up with concern team,3)ServiceNow helps to raise Incident or issues occurs for production application environment to report to centralized senior management team so as to keep tracker

Inconvénients

Has two view for dashboard one basic view enable to raise tickets and other is agent view to get details about various things about ticket in-depth details and dashboard customization services. In spite can have to different link so that users can use either one which required also we can offer to user which specifically used by that designation

Avantages

Managing ITIL Processes has become easier with ServiceNow. Integration with various security tools helps a lot.

Inconvénients

Sometimes Implementation can be tideous but the Customer service team is awesome to help you with that.

Avantages

I like that everything you need to know is in the system

Inconvénients

It can be a little overwhelming when you first start

Avantages

It provides full integration with teams and tasks, allowing to easy monitoring their status and progress

Inconvénients

It has so many branches to get an incident sent to.

Avantages

its integration with knowledge to access to previous similar cases and knowledge articles

Inconvénients

As a SAAS service the tool gets slow very often

Avantages

Integration with other build in like Slack and other communication tools. Easy to operate and quick to learn

Inconvénients

Running reports need to be more customisable.

Avantages

I think the ability to automate Active Directory account creation or deletion, third party software license assignments and access, and manage all of our company’s requests/incidents in one place are my favorite things.

Inconvénients

The scheduled tasks feature is sometimes buggy in our current version; however we have been provided great support getting this resolved.

Avantages

ServiceNow software has helped our company integrate formerly separate segments into one service force.

Inconvénients

As of now, I have not run into many cons of ServiceNow.

Avantages

I use it for ticketing purpose and it is very easy to understand and implement.

Inconvénients

The software can be laggy at times . No major lags though.

Avantages

As customizable as you need. Our Supply Chain Contact Center uses ServiceNow as their ticketing system. They're able to capture the source of the ticket (email vs phone), responsible parties, root cause, category and sub-category of issue, comments, and more. It's phenomenal. They've begun to use it to assign tasks from their department to other departments. This is a huge boost to their reporting capabilities, as they can now get a truer picture of their ability to hit SLAs. Our Process Optimization team is ramping up to use this to track reporting and project requests. Another stellar feature is ServiceNow's document repository. We're able to store training or case documents within ServiceNow, and then, when a rep types in their comments, ServiceNow actually displays related training and case documentation at the bottom of the page so the rep can review related documentation and resolve their tickets more quickly.

Inconvénients

While ServiceNow has been wonderful for our Supply Chain Contact Center, it hasn't worked as well for our Security team, but I believe this has to do with how they've customized it for their own uses. For instance, my department will open a ticket for a new hire to receive proper system access, and we put the new hire's start date in the original ticket. Well, the original ticket isn't what's actually assigned to the Security Analyst - a sub-task is assigned, and the new hire's start date doesn't copy down to that sub-task. Consequently, Security Analysts often have to reach out to us to get information we already put in the ticket. Again, I think this has to do with how the system has been customized for their use.

Avantages

we have been using this application for more than 2 years now. When it comes to ticket management and issue status management, this has been very effective. The integrity of the tool with OKTA is best thing in this.

Inconvénients

The tool is very slow with processing things and not very effective in the documentation. It has too many options which is making users confused.

Avantages

Very easy to create tickets and can be customized to work with your environment. User inventory can easily be populated to all of your company assets. User field can be populated automatically to bring up a user name and profile information.

Inconvénients

Ticket system should automatically be saved. I wished there was a way to duplicate a ticket to a new ticket number for items not resolved. Instead of re-opening a ticket.
Your ticket search buttons should be easier to search, I have gotten lost several times searching for tickets.

Avantages

Easily able to manage tickets placed by the customer. awesome search capabilities when looking for something specific about a customer. Able to tracks assets, user information. The ability to customize the UI for your needs

Inconvénients

The software can be a bit slow. The mobile version of the application is a bit slow as well, not sure if this is due to how our organization has it setup.

Avantages

I have been using ServiceNow almost everyday for more than 2 years which is really user friendly. Initially It has been very easy to navigate and locate previous tickets on this software. I used ServiceNow as a ticking tool, where my team used to to review the ticket sent by the previous team and add remarks and validation as and when needed, it was a very nice tool to track the overall productivity of the team.

Inconvénients

I did face starting doing the starting phase as navigating and learning the options took me some time. I would like to enhance more features such as feedbacks, larger vol of data can be saved and customer satisfaction feedbacks which would help the team validity and increase the overall performance.

Avantages

Great for customer service and management, serves the integral purpose of ensuring that user requests are categorised and prioritised appropriately, great for customer satisfaction management as well

Inconvénients

Can be a bit slow in response time when loading the webpage, I have some inexplainable failures in executing some tasks, e.g ticket resolution, but this is quite rare, most probably a momentary glitch

Avantages

Servicenow is a very good software if we talk about alerts and escalations.
i work in the IT area and the way we handle outages, alerts and escalations with this software is very fast and complete

Inconvénients

the software is fine some configurations in my organization itself was not very good but i recomend it 100%

Avantages

- Highly customizable, extendable, and flexible according to one's needs.
- Constantly evolving and improving with two new releases per year.
- Contains everything which a CRM should have!

Inconvénients

- Contains synchronous JavaScript requests which causes web pages to get stuck, disabling any actions on the webpage while the request is active. Sometimes, a page needs to be reloaded to make it work again.

- Many features (for instance: Reporting) require training first before a user can start using them. This process can be cumbersome for an average user if training resources are not available.

- Expensive as compared to other CRMs (for e.g. SalesForce).

Avantages

It can handle large amounts of tickets, as well as supporting documentation and knowledge articles

Inconvénients

Other users have easier workflows and better functionality, take your time and implement it right

Avantages

ServiceNow does make it simple to assign requests, track workflows and any changes to the request. It makes it easy to communicate and resolve issues. Also makes it simple to manage your own workflow and tasks.

Inconvénients

One thing about ServiceNow is that it can be more trouble than it's worth to track every ticket. Some requests simply aren't worth the time it takes to fully utilize the system. ServiceNow also does not have a great dashboard or summary of data. You can get there, but it's not as neat as it could be.