ServiceNow Customer Service Management

Avantages

1) Great User Interface
2) Easy to create and clone the tickets, cloning tickets saves a lot time.
3) Auto triggered Email notifications for SLA dues
4) Customized dashboards for each user
5) Reports - helps to back trace the tickets and data.

Inconvénients

While using one will face a little delay in loading a page. While working with dependant picklists, it takes some time to load the values of the field.

Avantages

It covers all aspects of ITSM, from requests to changes.

Inconvénients

It is a bit cumbersome, and locks up frequently.

Avantages

We use servicenow for for customer service i.e when any user gets a problem they create a ticket which the issue and assign it to appropriate team and based upon the severity we can create P1 to P5 tickets.

Inconvénients

I like the tool and i dont have other option.

Avantages

We have had the best experience with Service-now. It has proven to have the storage capacity for a company this big. It is the best tool for uploading tickets to be resolved by any other department (not only IT), as well as sharing information throughout the entire company.

Inconvénients

Nothing at all! I would definitely user ServiceNow again!

Avantages

The ticketing and field management is the best I've seen, coupled with how it can integrate with other call management systems and knowledge bases

Inconvénients

It can consume alot of memory and hand at inconvenient times. You will find while using it in high volumes that you'll need a notepad handy as the program can lock up while in use

Avantages

Amazing variability of options.
Very easy to track tickets and create useful dashboards.
Reports that can show almost anything
Self-service section

Inconvénients

Very Pricy
Sometimes when opening few windows after you save a ticket it takes you to a "strange place.
Gets slow sometimes due to it's large DB.

Avantages

user friendly, great tool for customer service, easy options for reporting as well

Inconvénients

Had some troubles attaching the KB articles to the tickets. It was loading forever.

Avantages

for anything in your workplace. you can create templates to put in tickets for incidents or requests relating broken items, adding items or even for setting up new hires.

Inconvénients

the search engine can be awkward to use. Sometimes it doesn't provide the proper answer to a search.

Avantages

1) Covers most of the ITSM process required in an organization
2) Platform allows development using latest web technologies and supports integration with 3rd party apps
3) ServiceNow Customer Support team is very much good at resolving any issues/tickets
4) Good application as SaaS and PaaS
5) Allows customizations to out of box script components and enhancements

Inconvénients

1) Cost could be one factor which they need to improve upon
2) Upgrade activity requires lot of efforts
3) Sometimes the code/script may break while it was working earlier well
4) Requires good training to be given to non-technical staff for proper use of tool

Avantages

Very Good user interface
easy Navigation , Search functionality
Excellent Reports and Analytical capabilities
Excellent Dashboards
Clock Timer for each Incident and TATs is good feature

Inconvénients

Slowness is problem sometimes
Should use different TABs instead of showing all content in long page view
Bit expensive Price is concern
Customization can be more better compare to Salesforce

Avantages

I have used ServiceNow in HCL while working for client. Its just not an incident management tool. It has lot more to do & manage data.

Inconvénients

NA. It is really a good demanding tool in the market.

Avantages

I really like how setting a "configuration item" will create a template for different type of issues. For example, when a user calls our help desk for issues concerning Outlook. When you use the OUTLOOK Configuration Item, a pre-determine template will already complete the appropriation "tracks" for resolution.

Inconvénients

The mobile application lacks several of the key features that make the full desktop version so easy to use.

Avantages

1) An awesome application as Saas and Paas as well, Good inerface, user friendly and easy to use.
2) Due to backend code in jaava and JavaScript it is very flexible.
3) Cloude data and services is simply awesome.
4) The best thing is its also supports to integrate autoCAD as well.

Inconvénients

1) To implement discovery tool for automatic cmdb population have some hogh cost concern.
2) When you using a UI action which has script inside it freezes the screen.
3) Upgrade to an instance will become quite hectic.

Avantages

Service Now is probably excellent for certain uses, such as when customers are writing in with a problem. I've never used in on the backend for such a purpose, but it seems like that would work well.

Inconvénients

It's not great for project management. I especially don't like how when people send in a request, it sends them back an email with an incident number. Incident is a scary word! It's not an "incident" just because people are requesting a project from your team!

Avantages

easy to set up, use and administer software that can be ramped up quickly as the learning curve is relatively low and the eco system around this is growing as well

Inconvénients

would have been great if building reports were much more intuitive for the end users to be able to write their own query - at the moment, there is heavy reliance on IT to write reports

Avantages

*Very much customisable to suit to business needs.
*Can integrate with multiple other ServiceNow softwares to make a enterprise running mogul.
*Interlinked with other modules and always cross reference records
*Intuitive UI design.

Inconvénients

*Though intuitive, needs training to be able to use the software.
*Uses Dot walking for selecting tables in database, will confuse regular users.
*Reports and internal workflow can be confusing.

Avantages

ServiceNow is a lot more powerful than FreshDesk. It has more features built-in and a better content database

Inconvénients

ServiceNow has fewer native integrations than other software programs in its class. For example, I was unable to integrate shipstation, without having to really "program" it. I need plug and play.

Alternatives envisagées 

Avantages

In general there are a ton of features to ServiceNow and I can see why it is a common choice for enterprise. It can be highly customized and built to fit the existing processes of an enterprise.

Inconvénients

As with any large enterprise software, it can feel clunky and complicated. I generally like systems that are more lean and agile rather than overly built. It feels a bit slow and not user friendly. I have noticed that changes can be hard to make and often take months for our team to implement.

Avantages

It's very configurable with a little of options, easy yo use

Inconvénients

Better search power would be useful and make it easier

Avantages

Super easy to navigate, clear and consistent results

Inconvénients

when it errors out there is very little support available

Avantages

The environment it's really fast to setup, you may build all your support options, link incidents and close the problem and automatically close all related incidents.

Inconvénients

You need consulting services since the beginning. It's fast, but after some time you need to interact with them always, what may be tedious and making you think you your money is really being spent correctly.

Avantages

Covers a lot of units like customer support, IT support. It can be used for both internal and external customers. Can generate extensive reports regarding SLAs and the number of tickets being opened and closed.

Inconvénients

Complex and somewhat expensive licensing program. Can get very slow at times.

Avantages

This software is effective when you need to add notes and documents to the tickets.
It has easy access to shortcuts and sends alets to the customers.

Inconvénients

This software sometimes was slow for loading

Avantages

It is cool as it doesn't time out like other software of the same nature.

Inconvénients

Only thing I dont like about it, is when creating a ticket, you have to save between each step from start to resolved

Avantages

the searching functionality in the software is very powerful, I deal with a lot of tickets on my job, and it is important to be able to find the ticket I need quickly.

Inconvénients

it becomes slow when the software is heavily populated with tons of data, performance tuning is key for the sustainability of the on-going usage of the software.

Avantages

ServiceNow is a mostly a pretty good IT service management system. I work in IT and all of us use ServiceNow to input and manage tickets. I like that I can pop open a screen and see all my open tickets in one place. The ticketing interface is straightforward, and I like that I can add internal notes and assign priority ratings to my various tasks. I think most users have been very happy using it.

Inconvénients

My only criticism is that it could use some help as far as navigation goes. There seems to be a lot of menu items/setting that I don’t use or don’t know where to find. Would like a cleaner look.

Avantages

The customer can check the status of the ticket from anywhere as this is an online tool for tracking tickets. There will be information about the developer who is working on the ticket and the customer can directly contact him.

Inconvénients

The developer who is working on the ticket is responsible to update the status of the ticket. He can update the wrong status. There is no verification for what actually is happening and what is being upstated.

Avantages

ServiceNow is very easy to use and can be customized in many different ways that make it even easier. It is very versatile and can be incorporated into many other systems including asset management and resource management.

Inconvénients

Sometimes the servers that the software runs on would tend to hang. Recent updates have made looking up previous tickets and information a little more difficult than before.

Avantages

It makes communication with clients easier and more effective.

Inconvénients

The dashboard can be a little confusing to navigate, and managing incidents isn't all that intuitive.

Avantages

Fast and reliable ticketing system within the organization. Automatic Email updates with live tracking and chat makes issue reporting easy and traceable.

Inconvénients

Layout of overall groups is a little disorganizes until you get used to it and they are properly setup.

Avantages

-in app email capability with notification of response
- allows cut and paste
- Knowledge system is easy to access and edit

Inconvénients

- no product support to company I work for
- no SME's that can be contacted
- no ability to have email quick parts
- Search function is slow and and inefficient
- changes to service catalog take way too long

Avantages

I like that when I submit an IT ticket the service now platform allows the service rep to communicate to me over a text based back-and-forth form inside my ticket. I imagine this allows for quicker response than having to reach out to me directly, and I can reply when I have time

Inconvénients

I wasn’t notified or email on the service rep updated my IT ticket, so I only noticed when I checked it manually. I may have missed the email but perhaps adding a phone text option would be nice

Avantages

It captures most important details in helpdesk administration, incident management, change management and it also features a great top-down access-control from managers to helpdesk officers. It is a great tool for large enterprises that have helpdesk teams spanning various regions

Inconvénients

Some requests should automatically be assigned to someone who has handled it previously. It could get smarter by recognizing personnel with lesser incidents at hand and auto assign.

Avantages

Web-based case management makes submitting and reviewing incidents and cases a breeze. Loads quickly without dragging down when working with large cases.

Inconvénients

So many features means groups are going to use much less than they are paying for. Apparently customization is difficult as many pages are left in their default format, not giving customers the clearest idea of what they are asking for.

Avantages

The out of the box config approach allowed us to design from a green field approach, no heavy detail requirements, kept thing light and flexible

Inconvénients

Service now has an aggressive release Schedule that was hard for a large fortune 50 company to keep up with, while it is a best practice - hard for our culture to process.

Avantages

We used to get tickets for various amends and questions on functionality in mainframe environment. It was difficult to manage all the work manually and it took time to keep all the work in track. After we got the Service now tool it is easy to track the tickets and the section wise option gives to update the necessary fields. It is very user friendly and flexible.

Inconvénients

some time facing problem in back button & redirecting in some other incident which react problem some time.

Avantages

Help streamline service desk. It helps organize workflows for our environment and it was easy to integrate additional teams to assist our users.

Inconvénients

No cons for this software. The team hasn’t had any issue using this software.

Avantages

Lots of features
Customization
Great reporting/filtering
Intuitive design
Provides database for knowledge articles
Kanban style layout

Inconvénients

It takes some getting used to navigating the system but the design is intuitive so this issue doesnt last long

Avantages

It's a straight forward approach for helpdesk technicians and end users. It's great to have the ability to see real-time status on a ticket. Real-Time benefits include:

- What you ticket status is
- If you ticket is assigned
- Who is assigned to your ticket
- Was it escalated
- Real-Time communication and chat

There are too many additional features and options to list that enhance this product and from a customization ability, you should look no further than servicenow for your solution.

Inconvénients

This solution is one of the best around, but is pretty pricey if you are looking for basic features. If you need a simple CRM or helpdesk ticketing system, there are other options out there that will provide the best bang for your buck.

Avantages

No hardware and hardware maintenance cost, easy to use, easy to customize, less development and support efforts, tons of integration methods and tools = Happy Customer

Inconvénients

Representation of CMDB relationships, help on CMDB, difficult to get reporting on child tables, not very useful help in child tables

Avantages

I have been using ServiceNow for several months and I can confidently say that this is a very good system. It works great in our environment.

Inconvénients

The ServiceNow implementation was very successful in our organization. In my opinion the system has no major defects.

Avantages

ServiceNow is a robust platform that allows users to customize their settings as well as use a variety of modules depending on the ITIL maturity of the organization.

Inconvénients

The information is not always organized in the most concise way. Continuous usability testing could help improve this product a bit.

Avantages

With ServiceNow you get efficient service management across the lifecycle of an incident. I really like search and category features. My organization has application records for each support group and it is easy to navigate between requests and incidents and track project progress.

Inconvénients

Sometimes information is not quickly accessible and some specific search strings are required to source reports and data and construct meaningful dashboard widgets.

Avantages

It's simple to access, intuitive to use, and provides you excellent flexibility among the procedures you're managing with the instrument. The capacities of the dashboard are great to get the present state of a single look. You can make quick decisions and prioritize your work based on that information, and you don't have to spend a lot of time to do that.

Inconvénients

Some updates impact the way data previously saved on the application.

Avantages

good reporting capabilities allow users to monitor services. Reports are customizable and easily filterable.

Inconvénients

usability is not perfect and the learning curve is a bit too high. There could be some usability testing done to improve this product.

Avantages

I love the hidden capabilities and functionality that this tool has. We use it to track incidents all the way to managing our sprint cycles and work loads within IT.

Inconvénients

There are limitations in the ServiceNow reporting functionalities. It is not easy to create reports and dashboard in ServiceNow. Configuration and security are sometimes very difficult and need great effort.

Avantages

The main and good feature of ServiceNow Customer Service Management is creating Buckets as needed and assigning Buckets to specific Subject matter Expert.

Inconvénients

GUI can be made more easy to use. New member always needs training before using production servicenow

Avantages

Our Organisation is using this tool from last 3-4 year (If I remember correctly ). Basically Our IT department is using this tool to server the IT needs of employees. If we encounter any IT related issue we just used this tool. It is very easy and user friendly tool. A lot of detail can be entered by using this application. You can monitor your open requests other functionalities available are , you can see announcements, approvals etc... Overall the tool is good.

Inconvénients

Over all the software is good, but as very details information is required while ordering (requesting) the items. Some times user don't feel good while providing so much information. This can be improved.

Avantages

I like the built in features like SLA notifications, visibility into who completed each action on a case and tge dashboard to easily see what needs to be worked on. I know this will bring up future opportunities for efficiency that we never had with our prior case management system.

Inconvénients

Searching for a specific item can be a little hard. Maybe I just need more training on how to do this.

Avantages

It's an enterprise level service management and helpdesk software so the product is really flexible and customizable.

Inconvénients

Needs some UX and performance improvements. For smaller companies, lightweight feature set and pricing strategy can be set.