ServiceNow Reviews

How easy it is to split tasks among other team members when your department may not be the core department.

This is a very difficult piece of software to use, to be fair. Compared to competitors, there seems to be a lot that can be done in this but there's a very real requirement in training involved. When we were set up with this product, we hardly received that. It made the implementation rocky, at best.

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!

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

I like the ticket management, change tracking and reporting options of this product.

As this is a web-based, we need to have a good WiFi connection to connect the VPN

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

The fact that I can not use SNow links for imbedding

A single excel sheet upload to add assets into the cmdb table was responsive and fast.

The routine upgrades are a bit of inconvenience. Ex: Migration from Rome to SanDiego to Tokyo and so on which happens once every six months.

The software can be extended to many use cases. So you can future proof the solution with a view to add more modules to be integrated among those modules.

User interface is not the most intuitive. You cannot get it to work exactly how you want it. In fact my company has to develop a comprehensive user guide to teach us how to use it. There is a known learning curve and you need time to get used to the software.

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.

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).

Dashboard and Reporting
Ticket Management
Customisation
I am in the process of setting up automated ticket creations based on application alerts which will be fantastic.

It takes a little time to get your head around the reporting element if you have multiple status's. You have to play with the data to get it spot on, but its fairly easy and you will get the hang of it quickly.

Amazing tool for change incident and CMDB management. I am using this tool for change and incident and I found it best among the tools I used.
Design the too the way you want.

Very simple user interface and make process very easy. With any experience user can use this tool

Nothing as I am aware of as for me this is best and the way service now is improving , I have nothing what I can this as an improvement.

Service now makes integrating workflow automation easy. I am able to carry out multiple IT Service management activities, ranging from incident management to Change management. it helps to aid accountability, you are able to view the work effort of each employee and the time it takes for incidents to be resolved in line with SLA. With Service now, I am able to view all task and incidents raised to my team at every particular point in time, assign them to appropriate team for resolution and also follow up on resolution. It also provides a platform where i am able to identify trends and recurring issues.
The dashboard allows me to view all related activities at a glance, for me it is the best ITSM tool .

From NON -IT user perspective, it is difficult to work around the platform, it needs etxra training to educate users on how to use it. Asides that it is a great ITSM tool.

This software have extensive features which allow us users to work more efficiently. Managing request and concerns of our employees has been easier because they can create raise it through chat or ticket/case in this software anytime. Communication by users and administrators have been easy because they can follow-up through the software or even via email. Dashboard also can be customized depending on the user's needs. It also has a Knowledge Base Management attached to it which allow administrators to clarify or countercheck their responses/resolutions to the tickets/cases.

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.

- The most critical feature of the ServiceNow feature is, the customizations that we can make to the tool for ticketing purposes, routing purposes and integrate other applications for business flow to seamlessly work.
- The UI of the tool is very intuitive and self-understandable for any user to quickly navigate without any confusion
- The OOB features available for this tool are wide-range and can be leveraged for various business use-cases

- The ServiceNow team can include more customizations and OOB integrations to avoid any over-head for the customers to implement themselves in-house
- The support can be more helpful and available at all times in blocker issues

Am happy with ServiceNow for many reasons but the most helpful of them all is the response time. It is very quick and super active. It can manage multiple tasks at a go and still give accurate and reliable results. ServiceNow is user friendly. It's pricing is reasonable and affordable.

ServiceNow has it all. No challenging processes or hard to understand features. Launching and implementation is simple. Am glad to be the administrator.

ServiceNow has a lot of features that are all in one place. This includes tracking incidents, requests, change controls, paging, timesheets and more. It's also quite customizable because you can create your own dashboards with whatever information you want.

ServiceNow has a steep learning curve, and I'm not sure how necessary it is. There are a lot of features sure, but finding what you need can be very difficult at times. If I know exactly what I'm looking for, it can be easy, but if I don't remember if something was an 'Incident', Request, change, or something else, it can be very difficult for me to find. I don't see an easy way to just view everything that's assigned to me, regardless of what it is.

This is one of the great product available in the market. Cannot compare some of the other products. One suite for all. Love this product

Adding each module is very expensive. Small companies cannot afford

Ease of use, User friendly and good User Interface.

Having autorouting feature will greatly help manual assignment

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

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

The activity dashboards that can be used to track the activities saves great time for users. Being cloud based let the whole diverse team work at the same time without losing any data.

It needs to integrate with every other product that have been using by the company.

The product has a very easy learning curve and you can get a good grasp of how to use the application under a few hours. the ticket management portal is extremely helpful providing feedbacks and showing history of what have been done.

The web portal is quite heavy and needs a very strong bandwidth. Optimizing the web portal so it can work even in low bandwidth conditions