ServiceNow Reviews

I used ServiceNow in a Desktop Support Role

Comments: I used ServiceNow daily, almost hourly to be honest, as a Level 2 Desktop Support Agent. It replaced vFire which was getting slow and agonizing to work with. Tickets would come in and we would perform the work and move the ticket along and/or close it altogether depending on the job. I liked using it and felt it was very robust and powerful while still being nimble and problem free.

Pros:

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.

Cons:

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.

Single solution for your IT management needs

Comments: My overall experience has been very good. It is a one stop solution for managing your IT requirements and is pretty much structured. users get real time updates on the service now requests and it keeps track of all the past requests raised by the users. We used it for a our requirements ranging from a very simple password reset for an application to installing a new application altogether.

Pros:

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.

Cons:

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.

Easy to setup but limited features

Comments: We use service now every time a change request needs to be raised our experience has been fine but the UI is very bad.

Pros:

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

Cons:

The features are limited and UI is very bad

ServiceNow Gets You Working Now

Comments: I love the software and use it daily. It is performing well and never is down or unavailable for use. It is a reliable and effective tool for our organization.

Pros:

The software is easy to use and read exactly what details you need. It is customizable to run various reports, as well as for automated actions for things you need done when some steps are completed.

Cons:

It does require someone to be an administrator to really learn the platform and be able to configure it the way it is needed. It is not as mobile device friendly as it could be.

ServiceNow User Review

Pros:

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.

Cons:

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

Fast trending Technology

Comments: It is a fast growing and trending platform, in this platform multiple services are provided. We can learn courses and get certificates

Pros:

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

Cons:

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

An all round complete solution for IT service management

Pros:

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.

Cons:

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.

Best Service Management tool

Comments: Best Service management tool which provides scalability, flexibility and great collaboration. It provides various feature CMDB(configuration management database), Knowledge database and intelligence workflow automation. It provides best ticket management.

Pros:

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.

Cons:

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

ServiceNow Review

Pros:

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

Cons:

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

ServiceNow simplifing the business needs

Pros:

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.

Cons:

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

Best in Class ITSM tool

Comments: This is one of the best ITSM tool. Aviable as SaaS and can be easily integrated with the SSO. Self service is a good feature . Its just the regular upgrades and getting the data/configuration missing from the tenants during the upgrade is a concern. No need to backup , high availability and best resiliency..this is one of the best ITSM tool in the market.

Pros:

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.

Cons:

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...

More than a Ticketing System

Comments: I enjoyed Service Now and believe it's the best ticketing system tool out there.

Pros:

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!

Cons:

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

Using SNow since 2012

Comments: Considering how long I have been using the product, I find comfort in the fact that I know more on its capabilities so pay less attention to the limitations.

Pros:

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

Cons:

The fact that I can not use SNow links for imbedding

S-Now

Comments: New to the tool but very excited.

Pros:

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

Cons:

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

ServiceNow Is the Best Incident Tracking Software I Have Ever Used

Comments: Incident management, configuration management, service documentation -- all are easy to use and critical to support our day to day support of our customers.

Pros:

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.

Cons:

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).

Best IT service management software

Pros:

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

Cons:

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

Effectively manage your ITSM

Comments: Great ITSM management through Service now product

Pros:

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.

Cons:

Service now customer support can be improved.

ServiceNow is better than Remedy and HPSM

Pros:

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.

Cons:

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.

Service Now is the best ticketing tool for IT Helpdesk / call center with technical support

Comments: it is a good ticketing tool, will help in any help desk to to the job in a professional way, with fast results that you can check with reports, the track of the records of the users makes easy to be able to found issues and patterns. From all the ticketing tools that I´ve ever used, Service Now is my favorite.

Pros:

it was simple to understand , easy to use, the interface is not just squares with information that makes you feel super bored. you can customize your own interface with colors, that makes you to feel more comfortable with the screen with a tool that you use 8 hours a day. the functions are designed for you to be able to extract information needed for planning, the reports are accurate.

Cons:

That when a new feature need to be adapted for a project specific can take some time before the implementation of it

Not the prettiest, but very useful

Comments: People are mixed about service now, but I really love it. I couldn't do my job without it. It helps me track my work through the different stages that we've configured, and is a effective and efficient tool for project management.

Pros:

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.

Cons:

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.

I hate ticketing software...but not this one.

Comments: Closing tickets, overall, is faster than with all previous systems we used.

Pros:

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!

Cons:

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.

Really helped our team manage requests and tickets

Comments: Great. Definitely recommend this for large businesses with multiple different departments and employees where you need to have a reasonably large IT department to hep process application requests, troubleshooting and equipment requests and more!

Pros:

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.

Cons:

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.

Service Now For Help Desk

Comments: Service Now is a great tool for business. It provides quality reporting and a comprehensive source for ticket management and related knowledge sources.

Pros:

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.

Cons:

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

Modern, integrated, and safekeeping of daily communication exchange

Comments: At first, feels complex and redundant, but while you pour into it, it starts feeling like a solution and keeper of daily work, management, and tasks. It is also incredibly functional.

Pros:

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

Cons:

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

Great ITSM Tool for Service Desk Deployment

Comments: I´ts been great. This is our first ticketing tool for our new service desk service, and Service Now has been a great help to shape our service model and metrics.

Pros:

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.

Cons:

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