ServiceNow Reviews

ServiceNow Review by a Former Helpdesk Technician

Comments: its all good, the best ticketing software for me. also Jira

Pros:

Everything, I love ServiceNow. I used it in 4 different IT BPO companies here in the Philippines.Integration to other systems is really good and helpful.

Cons:

I can't think of any Cons using ServiceNow, it really depends on the Management or Admin that handles ServiceNow. some management can't utilize ServiceNow's great features.

ServiceNow is very advanced tool but very expensive.

Pros:

ServiceNow is the leading ITSM tool in the market. It offers a comprehensive range of features and capabilities that can meet any business needs. It is constantly updated with new versions that bring more innovation and value to its customers.

Cons:

ServiceNow is not a cheap option when it comes to ITSM tools. It can be a significant expense for organizations that have limited budgets and need quick results. ServiceNow requires a long implementation process that involves multiple stages and customizations. It also demands a dedicated staff member to maintain and manage the tool effectively.

One-Stop-Shop for Ticketing

Comments: Great experience with an intuitive tool that integrates with other enterprise systems and facilitates task completion.

Pros:

I liked that it integrated with the other systems we use like Salesforce and apparently Quick Base. Also, I liked seeing the tracking of comments made, updates to the ticket, questions, etc.. It provided a sequence of events and allowed for document attachment.

Cons:

I had no real complaints; it worked as intended and is better than other "ticketing" tools that I have used.

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

A troubling world without Service Now

Comments: It’s been great. I love the ability to develop and admin the platform all at once. It’s a great learning tool for low code and other forms of development.

Pros:

Its ability to be completely customizable. With its only limit is your ability and imagination.

Cons:

Sometimes it can be to customizable. It can be challenging to solve a solution when it has to be built from scratch if the system does not already include it.

Service Now - A one stop destination for your ITIL Needs

Comments: Awesome. Couldnt imagine any other tool doing the same stuff for you so easily.

Pros:

User Interface is very smooth , lot of features , lot of options to configure

Cons:

Sometimes apolit for too many features . Need some time to get used to all the funstionalities

ServiceNow as an employee

Pros:

as a user it is easy to submit requests to service now for immediate actions. The ticket system is easy to follow and indicates if the request is being followed up on.

Cons:

the layout can be confusing and it can be often frustrating when the request doesn't go through.

ServiceNow has been a game changer for our IT department, streamlining ticket management and improving communication.

Pros:

The customizable workflows and automation features have saved us time and improved productivity.

Cons:

The learning curve can be steep, and some features feel a bit overwhelming at first.

IT Support Streamlined

Pros:

It is easy to navigate the system as an end user requesting IT support

Cons:

Sometimes it is hard to find the category I am looking for support with, but that likely has to do with our build

ServiceNow helps me organize and manage tasks efficiently. It's been a time-saver!

Pros:

The user-friendly interface and customizable workflows make it easy to use.

Cons:

Integration with third-party applications can be challenging at times.

Main ticketing tool for a company present in over 60 countries

Comments: From perspective of a Service Desk Agent, Service Now is a solid ticketing tool with lots of customization and integration options, and decent monitoring capabilities. With regard to reporting - it is no match for an Excel spreadsheet, but the option "Export to Excel" is available in any report table :)

Pros:

Customization options and integration with with other tools (Nagios) as well as separate instances of Snow. As an example: one of our customers is running their own instance of Service Now. Their users interact with their own instance of Snow: log incidents, create service requests, receive and respond to mail communication. Snow objects from customer instance are then bridged (synced) into our instance of Snow, where they are actioned by fulfillers. User communication, ticket status etc. are then bridged (synced) back into customer instance of snow and reach final users.

Cons:

There is a learning curve for agents coming from other ticketing tools as well as for new joiners - which is expected. A lot of user guide/process information is openly available, however not all the options described (especially reporting) are available in the version currently deployed by the company, which leads to some areas of tribal knowledge.

Modern Management for Tickets

Comments: easy to use and no training required for end users

Pros:

easy to use and no training required for end users

Cons:

should be easy to find and search for older tickets when closed

Very flexible ITSM Tool

Pros:

This tool is very flexible and allows even Business Users to configure processes and worfkflows.

Cons:

The license is rather difficult to understand and must be re-considered over time.

Using Service Now as a Team Lead

Comments: Overall a great experince over the last year or so. My team have greatly loved this new tool and as a LM it has allowed me to focus alot more on metrics and making my team efficient.

Pros:

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.

Cons:

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.

Effectively manage your ITSM

Comments: Great ITSM management through Service now product

Pros:

Service now is part and parcel of our ITSM system over the years. We have migrated from other vendors to Service now.Its very critical for IT enterprise to handle incidents, requests and to daily business as usual activities .Its also Critical for reporting metrics to management on a periodic basis. Service now also provides robust usage through Service now anywhere web interface. It just provides ease of use anywhere in a remote work setup for the larger team.

Cons:

Service now customer support can be improved.

Best software for ITSM management in IT world

Comments: Service Now is best software for current ITSM needs in IT world. ITs easy to stabilize day t day ITSM needs and specially Assets and Incident management which can helpful to many companies to provide and set up effective resilient ITSM business model. It is very user friendly and no need to provide detailed education and training to users as its inf9rmation and educational videos are available on portals.

Pros:

It have Selfserve option like serviceNet and different ITSM modules where Users can select required option and go for their ITSM needs without struggling for technical team. It gives ability to user to create their own report and dashboards for better visualizations and daily reporting.

Cons:

It require VPN connection within company premise due to policies. Its difficult to manage it through mobile devices.

ServiceNow is better than Remedy and HPSM

Pros:

I have been avid ITIL practitioner and have been using various products in various companies of my job experience. ServiceNow supports ITIL processes completely and most efficiently where there are minor drawbacks. The level of compromise required to enable processes efficiently is less as compared to Remedy and HPSM. Service Now has harnessed the power of virtual assistants which is yet being explored by other companies. The ease of set-up and manageability makes configuration of ServiceNow a cake-walk.

Cons:

If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process. Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects. integration with risk management could have been made simpler to show the mapping of technical risks to business risks.

ServiceNow really is simple awesome

Pros:

ServiceNow really helps us to manage our customer and IT services from end-to-end. We make use of the ITSM, ITBM, IT Asset management, and CMDB features. Together all these features help us manage our clients, our services, and our assets. There really is so much one can do with the software and once users start adopting this, it really makes such a big difference to how IT can assist the business. Even our other teams like finance started to use it as well now.

Cons:

In terms of Backend Setup, ServiceNow does take some configuration to work really well, and this might not be an easy task for someone without previous experience.

Not the prettiest, but very useful

Comments: People are mixed about service now, but I really love it. I couldn't do my job without it. It helps me track my work through the different stages that we've configured, and is a effective and efficient tool for project management.

Pros:

I like service now because it's very minimal and direct, and time wasn't wasted on designing a pretty interface. we use it for ticket management, both for sending out tickets to other teams, and then also tracking our workflow. I find it incredibly helpful to be able to track all stages of my work, and don't think I could do my job without it.

Cons:

It's a little clunky. It's not as intuitive as other options. But I feel as though the functionality, if you have a team dedicated to setting it up for your needs, is incredibly useful and will greatly help in the long run.

Streamlined IT Service Management Tool

Pros:

Easy to automate and has various features to prioritize tickets, handle priority tasks and support incidents. The biggest advantage is the ability to integrate with different systems such as Agiloft, JIRA, SecurityScorecard, CRM, etc. ServiceNow helps the implementing team to focus more on collaboration and process development rather than coding since it absolutely limits coding. It is also a well known enterprise GRC tool and has released a Vendor Module, which can be used in Source-to-Pay projects.

Cons:

ServiceNow is very expensive, which is a huge deterrent for small and mid-size companies to use its software. They don't do Proof of Concept (POC) in most cases, which forces teams to trust them purely based on the demos and their reputation.

I hate ticketing software...but not this one.

Comments: Closing tickets, overall, is faster than with all previous systems we used.

Pros:

Its easy to use, highly customizable on the end user end, and stable. I like that I can make my dashboard look how I want it, and use the format that makes the most sense to me. The admin on the back end has set up some great workflows that allow a single request to be used to do multiple things. Imagine a single ticket to onboard a user, that requests their cubicle from Facilities, thear computer from IT, and their phone from Telecom!

Cons:

Configuration items. The way our implementation is configured, you need a valid CI to close the ticket. If an item is not in your CMDB, you have to get an admin to add the CI so you can close a ticket. KEEP IN MIND, this is just our implementation and config, and they are working on a solution to allow end users to apply a new CI, this is just OUR temporary growing pain.

Service Now - great tool, easy to use

Pros:

In Service Now I appreciate a lot of features that helps me to work on my daily tickets with a pleasure! Great reporting abilities, easy to use dashboards keep my work organized which helps me keep my performance on high level to provide best support!

Cons:

Service Now can be quite complex for someone who is at the begining of using it however the deeper You go the easier it is for You to learn and use Service Now features to improve Your work

Automation platform for ticketing services.

Comments: Best overall, have been effectively working with ITSM modules and working with Incidents, problems, change , catalog items .

Pros:

The best feature I liked about its workflows, the way it is implemented in a backend process for tasks, approvals , and autopopulating required fields etc are signs of great features. Also its integration service that allows clients about their stages of requests. Also in problem tasks the way it creates a RCA ti avoid further incidents count on as great features of ServiceNow.

Cons:

The SLA is what I dislike because there are some tasks that require greater time than the expected time also in catalog items in variable type as multiple choice if we want to hide a choice it is not possible and requires DOM scripting because of which in future relaeses of new versions it could create an issue.

Review of SNOW

Comments: Overall is good. It has most features that I need.

Pros:

ITSM. Ticket management and dashboard.

Cons:

UI not intuitive enough. Sometimes it's not easy to find the button

Best-in-class ITSM platform

Pros:

All-in-one product for the organization's digital transformation. ServiceNow offers a variety of solutions for ITSM, ITAM, ITOM, CMDB, HR, etc.

Cons:

ServiceNow doesn't provide a free trial period. The license cost may seem expensive as well as annual fee for developers/administrators/architects to keep their certification valid.