Avaliações do ServiceNow Customer Service Management

A Great Tool for all the ITSM needs- One that fits All

Comentários: We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app configurations. This method has been tried and tested, and it consistently delivers. Top-notch all around; have extensive experience managing Incidents, Problems, Changes, and Catalog Items inside IT Service Management (ITSM) modules.

Vantagens:

The ability to integrate with other applications and personalize the tool for use in ticketing and routing is maybe the most useful feature of ServiceNow. Our day-to-day customer support operations would not be possible without our user-friendly incident management, configuration management, and service documentation.Fast and simple incident reporting, progress tracking, and customer service interaction. ServiceNow is excellent for archiving service documentation; we've catalogued all of our services there, so that when tickets are sent, we can quickly and easily access the relevant knowledge base articles to address the problem.

Desvantagens:

A lengthy upgrade procedure might be the result of too much modification, but luckily there are many resources available to help you out. Non-IT users may find it challenging to use the site without first receiving etxra training.

S_Now

Comentários: Excellent, Documents are accessible for guidance.

Vantagens:

Widely used by companies so easy to train and hire subject matter experst.

Desvantagens:

Building workflows takes time and effort as its not OOB.

Horrible customer experience

Comentários: My overall experience maybe a little clouded because I am using Service Now through a third party vendor who handles our IT (cognizant) and some of the missing features maybe due to this. I have been using Service now for almost a year to not only track minor IT issues (example requesting new monitors, issues with WIFI ect) but also updates and builds to our website and ERP System. Overall I would not recommend Service now for the later especially in large corporations across multiple subsidiaries as this doesn't give companies the tools accurately implement builds. Unfortunately due to the lack of tools in Service now (or how our vendor restricts these tools) our company had to resort to managing these builds outside service now and update once complete.
Rather you need a system like JIRA where users can easily assign issues for QA testing and allow anyone to reopen tickets.

Vantagens:

-can search to find topics -can customize search for tickets and service request -can excel tickets and customize the information -if you developers access you can create reports -receive email confirmation and when tickets are updated -can uploads images and video

Desvantagens:

-when creating a service request the user cannot specify the name. First a request is created [sc_request] then automatically a requested Item is created [sc_req_item] with a default title which is extremely confusing -only the user who created Incidents can reopen Incidents -only the user who created Incidents can then link to previously closed incidents -if you don't have developer access you can only see the tickets you created and need other users to add you as a watcher to the ticket -Incidents cannot be changed into Service requests, and those changes can't be tracked. (example to change a Incident into a service request a Incident must be closed and Service request opened) -IT Portal view doesn't save views, views are only saved for that session

Lot's of features, lot's of complexity.

Comentários: Works fine if you don't need to do much more than open tickets that are already assigned to you or work with tickets that are assigned to you. Assigning ticket to others in a large organization where you don't know the group they are part of is a struggle. I often know who a ticket should be routed to but our implementation requires specifying the team they are part of as well. Some people are on multiple teams. Searching really needs improvement for users that don't interact heavily with the system.

Vantagens:

Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.

Desvantagens:

Complexity makes simple tasks difficult. Learning curve is steep. For example, performing simple searches is not possible. If I closed out a ticket recently, then I often need to look in the documentation to search for that specific ticket again. highly customizable views allow for tweaking to work with your use habits. Interface needs to be simplified and have common functions more accessible. It may partly be the way this organization has implemented and customized the interface, but it is still not user-friendly.

Using SNow since 2012

Comentários: 99.9% of the work I do every day is linked to either accessing Service Now or working on data produced by SNow. Using SNow for as long as I have, has made me confident in choosing to continue renewal. I have to admit that licencing model changes and yearly negotiations are painful but that is all part of the environment we work in.

Vantagens:

The fact that the software is widely versatile and scalable for the needs of an organisation. It can use beyond IT but in every department in our organisation as it offers automation of business tasks as well as good reporting and analysis tools. HR processes, Self Service, Approvals, Confidential reporting, schedule reporting and automating routine work, asset management and discovery.

Desvantagens:

The fact that I can not imbed linksBut also think is mostly geared to large organisations. I have not found it to be possible for a small company to take advantage of this service (price plan and configuration is beyond the capabilities for a small company to take, which is a shame).

Minimalist and easy to use

Comentários: Great experience. Easy to use, simple and straightforward. Very less training required as it’s self explanatory.

Vantagens:

Ticket creation, management and handling. Knowledge base articles are auto suggested using keywords and based on the issue that it detects. Integration with nexthink is seamless.

Desvantagens:

Dashboard is glitchy sometimes and can be better.

Very Good IT Comunication Tool

Comentários: The way that users report any failure on the devices in order to get this resolved faster was not the correct one. And we solved this with ServiceNow since their user can report quickly the issue that he is having and also there is a watchlist of available people that can take the case and provide support to the person that is having the issue. Also, there is a really good feature of the tool that makes them different from other solutions in the market.

Vantagens:

- Is easy to use for developers and regular users. - There is a good option like the feature that allows you to add people to the watch list so they can check the progress of the status of a ticket even do they are not going to provide support.

Desvantagens:

- Updates are not good since they made some changes and in some cases impact the way data previously saved on the application. Also, they made some changes in the GUI and some times users complain are related to that there is no a particular option or they are not able to find it now after the upgrade.

Easy and productive CSM tool

Comentários: It makes it easy to track customer replies and action any update or development on time whilst allowing for easy SLA tracking and communication with the customers.

Vantagens:

Plentiful options when creating your favourites and setting your filtered searches (which are very detailed and precise). Any search can be added to favourites and be easily accessible. User interface is easy to navigate and find the options you're looking for. It uses easy to follow logic and it is very user friendly.

Desvantagens:

This is most likely depending on the implementation process and data migration during the integration process, the update field is constantly moving to the next case/incident which makes it hard to track you work at times. Most likely adjustable during implementation process.

Service noe-best ticketing plateform

Comentários: I am using service now from last two year, i found it very easy comfortable and best application for it ticket and incident management.

Vantagens:

I like service now ticketing tool like categorised ricketing environment, proper work not addition and multiple types of ticket.

Desvantagens:

Nothing to be disliked in service now it is best used by industries for ticketing purpose and solving customer queries.

ServiceNow is the best tool for Ticketing Management

Vantagens:

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.

Desvantagens:

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

ServiceNow is premier and get better with every release

Comentários: Overall an excellent product.

Vantagens:

Highly scalable and provides modular solutions for implementing service based best practices across the enterprise. Initially focused on ITIL it has expanded to include ITOM, ITSM, and ITBM functions. Out of the box solutions for other areas of the enterprise including HR, Security, Governance, Finance, and CSR. The platform itself allows development using standard web technologies and programming skills and they offer a vast documentation library and vibrant community of developers and users. Their support is top notch and they are always quick to respond.

Desvantagens:

Their pricing model is complex and unwieldy. It can be very hard to determine which features you actually have access to. Some of the features which seem like they should be part of the base product functionality are split into sub-modules at additional cost. This can give the impression that you are being nickeled and dimed for every little feature. Inquiring about instance capabilities of technical staff is always referred to your sales rep. Early adopters who did a lot of customization can find themselves in a lot technical debt prior to ServiceNow’s current guidance of best practices. Some of the earlier product design decisions have sometimes forced compromises to be implemented for product growth. This can create some ambiguous methods non-intuitive workarounds to be employed in development. Their documentation can be somewhat sparse on examples or use cases for particular API or feature specific applications. Finally, since the product can become the core of so many areas of the enterprise, it can require quite a large investment in support resources and it requires these resources to understand SaaS management differences vs traditional application support development.

Service Now, the one that gathers them all

Comentários: We've been working along with servicenow for several years and we have more and more success digital transformations stories by building business improvement strategies upon the Servicenow Platform

Vantagens:

ServiceNow is a Service Management Platform, ranked by Gartner just as the #1 in the global market of digital service management platforms. Easy to use, deep dive, almost boundaryless ServiceNow software integrates a strong and robust collaborative service management engine, that allows almost all kind of organizations, no matter the economic sector, to optimize and automate any business and IT service through a full function collaborative tool set, such as Asset Discovery, service catalog, business rules definition, SLA's and analytics easy-to-build dashboards, not to mention the application development capabilities which stands as the ServiceNow main differentiators.

Desvantagens:

As any technology solutions, there is and will be room for improvement, starting with more built-in integration capabilities in order to simplify more complex implementations.

Good Tool but performance is an issue

Comentários: Can deny that ServiceNow is the best in the category and offer the most functionalities. However, performance is truly an issue as page refresh can be lengthy from time to time.

Vantagens:

- out of the box configuration templates is great start point for setup - Deep integration with other ServiceNow tools (big selections as well) - easy for administration to benchmark and track support service - like the fact that it has user customizable queries to filter out only items that you want.

Desvantagens:

- Performance is an issue. we have been getting on and off slowness that we can't seem to resolve it. - over cost is higher compare with its competitors - there should be ways to duplicates incidents - Search result is unpredictable, sometimes search does not return the result you want without going into the module first (this is inconvenience as sometimes a ticket number is the only thing given and you have to figure it out what kind of ticket before searching)

ServiceNow

Comentários: Overall a good and Wonderfull experience.

Vantagens:

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.

Desvantagens:

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.

ServiceNow CSM - A customer centric tool/People Management

Comentários: The OOB system itself is configured with the right solutions that the customer wants. Apart from that, we can customize anything with the help of developers. The system will work seamlessly though.

Vantagens:

Customer & Consumers, and Contacts management was handled pretty well. People Management is most valuable to provide services accordingly. The integration is seamless hence it provides APIs to make easier.

Desvantagens:

1. Portal - There are different portals for customers & consumers in OOB. This is creating confusion in gateway.2. Agent workspace - Performance is Slow.UI can be improved.

Great Tool for HelpDesk Services

Comentários: ServiceNow was a huge asset for deploying our first formal Support Service Design.
The ease of use and default templates, got us up and running in with no issues. Great Experience overall.

Vantagens:

Out of the box, Service Now comes with configuration templates to get you started on your HelpDesk service deployment. From there, you can start tweaking the tool to match your company needs. This was very helpful to us since we were deploying a ticketing tool for the first time. The deployment process was a breeze, intuitive and we didn´t find any major roadblocks whatsoever. From the user side, is very easy to use, great compatibility with any browser (since is web based), and the amount of tools for reporting are amazing. We are able to benchmark and tweak our Support Service and keep track of our KPI metrics very easily.

Desvantagens:

It can be somewhat overpriced. Other than that, no issue whatsoever.

All-in-one service solution

Comentários: Fantastic product and they offer administrator training for free if you interested in learning “more than the average bear”.

Vantagens:

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.

Desvantagens:

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

Perfect ticket management tool

Comentários: We are using the tool to manage the Incidents and services Requests so that end customers can seamlessly access the tool.

Vantagens:

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.

Desvantagens:

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.

Good IT service management tool

Vantagens:

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.

Desvantagens:

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.

“Service Now - Your Control Center to provide customers with moments of magic”

Comentários: Service Now Customer Service management has been a useful tool to handle all types issues relating to desktop, infrastructure, remote access and a host other sections relating to the user and their system/network.

Vantagens:

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.

Desvantagens:

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

My Experience using ServiceNow Customer ServiceNow Customer Service Management

Comentários: My work as an IT support Analyst requires that we manage day to day client IT infrastructure and troubleshooting issues experienced by end users, ServiceNow provides a solid system for receiving and actioning these requests.

Vantagens:

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

Desvantagens:

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

excellent to manage escalations

Comentários: complete software to handle It issues
it helps me a lot

Vantagens:

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

Desvantagens:

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

great cloud software for service ticket management

Vantagens:

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

Desvantagens:

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

ServiceNow review

Comentários: My overall experience with ServiceNow is good.

Vantagens:

Workflow management is the best feature I liked most in this software. With this feature, the company can smoothly manage projects and can also track customer cases and tickets.

Desvantagens:

As of now, I don't get any feature present in this software which I don't like.

AI powered Service now management

Comentários: It was great creating workflows and automating the recurring issues.

Vantagens:

I like the way ML/AI is integrated with incident management and reduce the workload and fastly act on critical issues

Desvantagens:

It still needs to mature to cater for wide variety of platforms and workflows