ServiceNow
What Is ServiceNow?
IT service management solution designed to help growing IT organizations facilitate collaboration across teams to identify the root cause of problems and manage incidents to boost productivity. ServiceNow lets teams use AI-enabled virtual agents to use custom templates and manage requests related to common customer service and HR situations. Features of the platform include change and release management, predictive intelligence, and knowledge management.
Who Uses ServiceNow?
ITSM space. This includes growing organizations of all sizes, in any industry.
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Reviews of ServiceNow
Brandon
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.
Sudhir
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.
Mihir
Alternatives Considered:
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
Verified Reviewer
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.
Narendran
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.
