--- description: Tudo sobre ServiceNow Problem Management: preço, alternativas, vantagens e desvantagens, funcionalidades e avaliações de outros usuários. Saiba mais! image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: ServiceNow Problem Management - Preço, avaliações e classificação - Capterra Brasil 2026 --- Breadcrumb: [Home](/) > [Ferramentas de TI](/directory/10001/it-management/software) > [ServiceNow Problem Management](/software/152872/servicenow-problem-management) # ServiceNow Problem Management Canonical: https://www.capterra.com.br/software/152872/servicenow-problem-management Página: 1 / 3\ Próximo: [Próxima página](https://www.capterra.com.br/software/152872/servicenow-problem-management?page=2) > Investigue a causa raiz de um incidente por meio de análise estruturada de problemas e documente soluções e soluções alternativas na base de conhecimento. > > Conclusão: 42 usuários atribuíram a nota **4.4/5**. Melhor classificado para **Probabilidade de recomendação**. ----- ## Estatísticas e notas | Métrica | Classificação | Detalhes | | **Geral** | **4.4/5** | 42 Avaliações | | Praticidade | 4.0/5 | Com base em avaliações gerais | | Suporte ao cliente | 4.3/5 | Com base em avaliações gerais | | Relação qualidade/preço | 4.2/5 | Com base em avaliações gerais | | Recursos | 4.3/5 | Com base em avaliações gerais | | Porcentagem de recomendação | 80% | (8/10 Probabilidade de recomendação) | ## Sobre o fornecedor - **Empresa**: ServiceNow - **Localização**: Santa Clara, EUA - **Fundada**: 2012 ## Contexto comercial - **Público-alvo**: Profissional autônomo, 2–10, 11–50, 51–200, 201–500, 501–1.000, 1.001–5.000, 5.001–10.000, 10.000+ - **Implantação e plataformas**: Nuvem, SaaS, baseado na web - **Idiomas**: inglês - **Países disponíveis**: Estados Unidos ## Recursos - Painel - Relatórios de TI ## Category - [Ferramentas de TI](https://www.capterra.com.br/directory/10001/it-management/software) ## Alternativas 1. [ManageEngine Endpoint Central](https://www.capterra.com.br/software/170018/manageengine-desktop-central) — 4.6/5 (1645 reviews) 2. [PDQ Deploy & Inventory](https://www.capterra.com.br/software/174535/pdq-deploy) — 4.8/5 (341 reviews) 3. [Action1](https://www.capterra.com.br/software/180609/action1-rmm) — 4.9/5 (237 reviews) 4. [Milvus](https://www.capterra.com.br/software/202528/milvus) — 4.8/5 (298 reviews) 5. [Rippling](https://www.capterra.com.br/software/172127/rippling) — 4.9/5 (4777 reviews) ## Avaliações ### "ServiceNow CSA CIS" — 5.0/5 > **Antonio** | *5 de março de 2018* | Taxa de recomendação: 10.0/10 > > **Vantagens**: Application alingned to the ITIL best practices thats covers the main scenarios from the problem management. Integrated to the other ServiceNow ITSM application like Incident, Change and with the resources provided by Asset Management, CMDB and Knowledge, lets the support staff cover the main task from the problem resolution. Relationships between Incidents and Changes are really straight forward task and with few steps you can accomplish this scenarios. > > **Desvantagens**: In the process to cover the different tiers of support, the interactions with vendors could be more easy to modelate. > > The main benefits are related to cover the differents process defined in the ITIL best practices, looking for root cause of the Incidents and avoiding service interruptions ----- ### "Standard for ITIL Problem Management, but Complex to Customize" — 4.0/5 > **Avaliador Verificado** | *15 de dezembro de 2025* | Administração pública | Taxa de recomendação: 9.0/10 > > **Vantagens**: In my experience, ServiceNow really sets the gold standard for linking incidents to their root cause problems. I love how it automatically groups similar incidents into a single problem record—it’s a huge time-saver for our helpdesk and reduces duplication. The workflow engine is another standout; assigning tasks across different technical teams feels seamless, and it really drives accountability throughout the resolution process. It’s one of those tools that makes complex coordination feel effortless. > > **Desvantagens**: One challenge I’ve noticed with ServiceNow is that the UI can feel pretty heavy and slow to load, especially when working on older government networks—it definitely impacts productivity during peak times. Another pain point is customization; even something as simple as changing a mandatory field for ticket closure often turns into a bigger task than expected. Instead of a quick admin tweak, it usually requires a dedicated ServiceNow developer, which adds complexity and delays. > > We rely on ServiceNow as our single source of truth for IT service management, and for Problem Management in particular, it’s fantastic for maintaining audit trails and tracking RCA (Root Cause Analysis). That said, I’ve found that new team members often need quite a bit of training to navigate the complex menus and workflows effectively—it’s powerful, but not immediately intuitive. ----- ### "Overengineered for a ticketing and incident reporting system" — 3.0/5 > **Avaliador Verificado** | *31 de julho de 2018* | Taxa de recomendação: 1.0/10 > > **Vantagens**: Once the correct path is selected, it is easy for users to submit their problems (following the prompt) > > **Desvantagens**: Again, trying to do too much at once. The idea of "shopping" and adding a incident to your cart does not fit. Additionally, on the other side, the ones receiving the details, sometimes get bombarded with several emails from the same ticket. And the email will not show details necessary to at least have an idea of what the ticket is about. One email with a general summary would be so helpful. Also, sometimes closing out the task does not close out the ritm and req numbers above. This should not be the case, as it takes digging to find it if it doesn't close. Lastly, clients or ticket requestors should not be able to change the date for for a ticket. This logic doesn't make sense as they usually have no idea how long it takes to repeat a task and sometimes they choose a past date and the ticket breaches. > > Not really much, I've used other systems like this in the past, and they seemed more streamlined. ----- ### "Great ITIL software but performance is a huge issue" — 4.0/5 > **Avaliador Verificado** | *29 de julho de 2019* | Serviços financeiros | Taxa de recomendação: 7.0/10 > > **Vantagens**: - Great All In one software to implement incident, problems, changes and management workflow. Very easy to track progress or existing tickets or search old ones. - Lots of user customization - Filter/Queries are very useful or expert users > > **Desvantagens**: - The main issue with ServiceNow is Performance\!\!\! It often take long time to load a page or query results. - Filter and Queries are useful but sometime it's hard to search existing queries if you are in a different section of ServiceNow. Would be nice to have all-in-one queries for user so user can easier lookup all the existing queries (yes, you can go to the correct section first and then check the queries, but loading is often a big issue) - Lot of different ServiceNow products incorporated together, so it's sometimes hard for new users to browse around and get use to it. Learning curve is steep. - Very costly product. > > Overall, it's a great product. Performance is a bit issue Learning curve is steep but once you get used to it, it's great ----- ### "ServiceNow Problem Management" — 4.0/5 > **Avaliador Verificado** | *18 de dezembro de 2018* | Educação superior | Taxa de recomendação: 7.0/10 > > **Vantagens**: Good for ticket tracking and timelines. Ability to create dashboards for at-a-glance checks to confirm metrics . Ability to automate workflows and assignments. > > **Desvantagens**: Clunky and slow interface. Inability to hover over a ticket \# and have pop-up summary (have to actually go into ticket to view any details). > > Overall, a good platform, with lots of versatility and reporting options. Feels very heavy and slow from a user standpoint, and permissions management is awkward. ----- Página: 1 / 3\ Próximo: [Próxima página](https://www.capterra.com.br/software/152872/servicenow-problem-management?page=2) ## Links - [Ver em Capterra](https://www.capterra.com.br/software/152872/servicenow-problem-management) ## Esta página está disponível nos seguintes idiomas | Localidade | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Dados estruturados