ServiceNow Customer Service Management Reviews

The best tool for ticket/incident management for a large enterprise organization. It can create and tickets delegating it to individual groups so that it can be look at promptly for resolution.

No there is nothing I dislike about this software as it has made my life easy for raising ticket against team and also receiving issues from my application users and provide faster resolution

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.

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

Very easy to create tickets and can be customized to work with your environment. User inventory can easily be populated to all of your company assets. User field can be populated automatically to bring up a user name and profile information.

Ticket system should automatically be saved. I wished there was a way to duplicate a ticket to a new ticket number for items not resolved. Instead of re-opening a ticket.
Your ticket search buttons should be easier to search, I have gotten lost several times searching for tickets.

We used service now as an additional time management tool with other applications to keep track of project progress. Service now was semi easy to use and made up for what our other service lacked

Service now could be confusing at times and lacked integration with other systems/software. Could be tricky to change due dates- would have to change all by hand

What I like the most in this software is the flexibility. It enables you to add customized workflow, option selections, custom pages depends on your business unit, customization reports and data API.

The only thing i don't like with this software is the performance. especially when you add too many contents on your page. I think this is the only downside of this application.

*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.

*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.

You can integrate in the Customer Service Management Side, differents process like Case Management, Field Service, and inclusive Sales Force (Using a Plugin) in a single system of records. That gives you the oportunity to manage the main need from the CRM in order to give support of the needs of your clients using differents channels (Web Portal, Email, Chat, Phone, Mobile Apps).

In order to cover the need for a CRM solutions some customization may be completed, normally with plugins available into the ServiceNow Instance,

ServiceNow is an easy tool to use because it's intuitive and has a lot of options for cutomize, so as a user you can configure what you need.

Maybe you can find as a Con the price of this great tool, thera a a lot of tolls that are free on Internet, but you won't have the support ServiceNow gives to this module!

- 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.

- 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)

- Highly customizable, extendable, and flexible according to one's needs.
- Constantly evolving and improving with two new releases per year.
- Contains everything which a CRM should have!

- Contains synchronous JavaScript requests which causes web pages to get stuck, disabling any actions on the webpage while the request is active. Sometimes, a page needs to be reloaded to make it work again.

- Many features (for instance: Reporting) require training first before a user can start using them. This process can be cumbersome for an average user if training resources are not available.

- Expensive as compared to other CRMs (for e.g. SalesForce).

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.

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.

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.

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

The service now has very large tools whose main functionality is to make customer happy. They respond to our queries very fast and they make help of the different dashboards to perform their service we are using this for our ticket management here we can generate our different type response type like pdf,word etc their service is extraordinary and i love to work on this a lot

There is nothing specifically least in this. Everything is cool and good. We are looking for some new version

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

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

Its easy, simple to use.
Visibility for both team and customer
Easy to work notes and create change, request etc

Encryption could be better.
Anyone can check the ticket and comment and what not.. So here its lagging

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.

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

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

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

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.

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.

Before we used servicenow our customer service management software was so old and out dated. One of my favorite things about service now as all the features it had like creating Knowledge Base, assigning tickets to different team members. it was fantastic

The only thing i would say that it was so new it was kind of a learning curve but besides that when you figure it out it works and works great.