ServiceNow IT Service Management

Managing your IT service all in one place

Comments: fair enough, I have had a fair experience using it. However not as great as Autotask

Pros:

User-friendly and easy to use, it can be integrated with PagerDuty to send Priority One alerts that require immediate response.

Cons:

The branding to popx.service-now.com where you can customize your service look too complex and not user friendly as the usual default ServiceNow front end.

Very attractive Incidents/ Requests management tool for IT Operations.

Comments: It is a very useful tool for professional incidents/ requests creation and management.

Pros:

The multi-profile access, the simple and friendly user interface, the option to customize the layout and fields (like urgency, impact,...). Easy for users to add comments and files associated with the Incident. Simple for Service Desk representatives to transfer the Request/ Incident to other IT teams.

Cons:

When having multiple SN instances for different purposes (like one for HR, one for IT,...) it might be a bit cumbersome to know "where you are". If possible, it would be great to come up with a single 'entry door' for all company-wide incident/ request types and then, from there, select the 'master ticket type' you'd like to raise (IT, HR,...)

ServiceNow Ticketing System review

Comments: A nice piece of software that has ultra-quick response times, is fully customizable, and integrates well into an environment that is focused on service delivery. An absolute must for your IT department.

Pros:

I wish I could provide a better review for this software, as streamlined as it is, there are definitely some features missing. I love the fact that you are able to customize multiple homepages and the number of widgets and customizations that you can add to each, covers all of your ITSM needs.

Cons:

The search feature is lacking, in that, I wish it would maintain a better structure when trying to filter the results for better visibility. Outlook integration would also be an added bonus to a future release. Much frustration could be avoided knowing that the person you are trying to interact with in a ticket, is actually in the office.

Easy in use for daily operations

Pros:

It is easy in use, it gives you stability and expected functionality.

Cons:

poor graphic design, help menu is not enough, it is quite expensive

ServiceNow IT Service Management

Comments: Keep track of customer issues.Decision making on issues that are logged alot.Customer service is simplied.

Pros:

The application allows customer service agents to log incident to support teams incase they are unable to resolve upon being contacted. This ease follow up for the next advisor incase the customer is back.It has a knowledge base part were by you can read about different the available services and how to resolve.Support teams are able to provide resolutions and indicate the work done in resolutions.You can also priotize the serenity of the issue, you can log a critical one as an S1 and it's given fast attention by the support team

Cons:

There's nothing i dislike about ServiceNow.

Best ITSM if you want to switch to ServiceNow

Pros:

Simple, powerful, strong features, and easy to learn

Cons:

SaaS is only cloud solution that is offered.

Must use for IT help desks

Comments: The best one yet for a Call process related department like mine. We have been using it now since some months after migrating from another platform.In company to our previous ticketing tool, Service Now feels really quick, has a easy to use and navigate UI and is definitely faster and better. The last one we used had several hiccups, there were troubles while saving tickets or assigning it to some other team which lead to missing our deadlines on attending the tickets. however, ServiceNow support is also really helpful in case of any little downtimes or issues over the platform. Hands down to the best tool we've used till now.

Pros:

Easy to use Good UI and one can easily adapt and understand this.Support team is helpful in case of any troubles or hiccups.

Cons:

none as of now, at times there were errors in connectivity but it was resolved very quickly

"Completely all that is required to be an outstanding knowledge management system"

Comments: Not only does it keep all of our team's knowledge in one place and make it easy to share, but it is also a good tool for ITIL management. We use it to make tickets for our client's problems so that we can fix them. Very simple to use and change. The history of versions is easy to find. The ability to use different knowledge bases for different parts of a company.

Pros:

Customers and workers can get better rates when they use self-service. Machine learning can help agents learn more about their surroundings, which can make them more productive. Work with the Service Portal Customers and employees can use the Service Portal to search, browse, and look at knowledge from their computers or mobile devices. To get insights, you need to know something. Automated machine learning can automatically find knowledge gaps, show them visually, and assign them to authors to fill. This will make self-service and solving problems easier. Making knowledge that fits the situation Agents and employees can make knowledge more useful by being able to record knowledge articles while doing work processes like incident or case management. These knowledge bases have articles that tell users how to do things like help themselves, fix problems, and finish tasks. Knowledge Management helps with creating, putting articles into groups, reviewing, and approving them. Users can search for articles, look through them, and also give feedback.

Cons:

The cost is very high, it needs a lot of customization and training.Performance is sometimes a problem, just like it is with other ServiceNow modules.

Service Now is both learning-curve and feature heavy

Comments: Service Now allows us to precisely itemize issues we see at the help desk and report back more efficiently and accurately.

Pros:

Service Now is truly a robust, fully featured managed solution, in the mold of Joomla. It has more bells and whistles than can be absorbed in one sitting, and can truly revolutionize a companies reporting and data collection.

Cons:

The platform is NOT novice friendly. It has a complexity that does not lend itself to weekend-warriors. Training and support is highly recommended for mastery.

Service now -ITISM

Comments: Created ticket for the user issue and resolved by support team
Created report for easy purpose of the user

Pros:

To create multiple kind of ticket on the basis of our requirement like incident ,request ,catalog task ,service task Also yo create the report with the help of SQL squery

Cons:

It would go on sleep.mode if not using continuously for trial version

Best ITSM tool

Pros:

Easy to track incidents, SRs. Very user friendly environment. Reports and analytics are good

Cons:

Control is very less on the tool for the admin

ServiceNow ITSM Review

Pros:

Management modules for incidents, problems, changes, and service requests are included in a comprehensive ITSM solution.The high degree of adaptability and configuration, enables enterprises to customize the solution to their particular requirements.Powerful reporting and analytics tools to track and enhance service delivery.Automation and seamless workflows are made possible by integration with other systems and apps.A centralized view of all service-related operations and a single system of record for IT service management activities.

Cons:

Because of the platform's complexity, the learning curves for administration and users are high.Costs of implementation and maintenance may be significant, particularly for smaller businesses.

Excellent tool for It asset and incident management

Pros:

Service now management is very flexible and user friendly to use and its features are great to use by ir professionals for different interfaces to handle any request raised by different systems . Its knowledge database is utilisable in ways in order of different issues tackle .

Cons:

It's only discomfort or disadvantage i felt is navigation doesnt work properly in important options in user interface. Apart from that nothing else is defectable.

Good Product and a must have in company

Pros:

Once setup properly, easy to use. Best to use with SNow Incident Management.

Cons:

Search is not great sometimes, other than that its working well for us.

Self Service Knowledge Management par excellence

Pros:

I manage an IT Support team.With the ServiceNow knowledge management we reduced the number of IT tickets by 30 percent. Each time IT helpdesk resolves a ticket, we publish the solution on ServiceNow Knowledge Management. We provide the error codes, keywords in the article, such that when an end user searches for it, the solution is displayed readily saving time and effort. We spent good time in publishing the solutions for frequent issues on this tool and users started to resolve the issues themselves by following the published solutions. This tool has increased customer satisfaction and saved money. Before this tool, Helpdesk team was dependent on one person for everything as this person has all the knowledge. As we documented most of the issues and their solutions, the knowledge got democratized and person dependency and risk reduced. Instead of firefighting frequent issues, our helpdesk got time to do root cause analysis for complex issues and find solutions.

Cons:

The product can be more user friendly and intuitive. Knowledge can be organized in a better way. Tool can be made faster.

Service Now Review

Comments: All I can say is, I really enjoyed ServiceNow. Definitely recommended.

Pros:

I really enjoyed the fact that KB articles could be shared globally. I have created a handful of them that were used all across EMEA as well as the US. I also really like how closing out a ticket can automatically open another for different teams. For example, when the Security team closes out of their account creation ticket, it opens another for the hardware team to build the user's computer and once that's closed it will open another to deploy the equipment. It keeps the workflowing moving until everything is complete.

Cons:

I don't think there were any cons I found about ServiceNow. I have now moved to a new workplace and have tried to propose to them the benefits of implementing ServiceNow to our Foundation, however we are nonprofit and do not have the budget for ServiceNow.

Very Effective Change and Release Management

Comments: We had a lot of spreadsheet based project activities prior to utilizing service now. We are now organized with everything on a central platform

Pros:

Very structured. I liked the way you can link your change requests to your change tasks. You can assign tasks to individual users and the best thing is that you have one place for all your Project activities

Cons:

It can be enhanced for reporting. More Analytic tools can be added

Easy to use once you get used to the lingo and how it works

Pros:

Easy to use, keep track of requests, and report on aging of tickets, etc.

Cons:

A bit of a learning curve to use at first and how to build out forms, etc. Also reporting takes a bit to get used to but once you get the hang of it, its easy to replicate reports already created to modify with other information

Decent Product but not outstanding

Comments: It's true that this product helped lowering the Helpdesk call volume, it is what this product supposed to be and it is working as designed. However, I don't see this one particularly better than it's competitors. if your firm is a heaving ServiceNow clients, of course, you won't skip this module. Performance is an issue that need to be improved.

Pros:

- It does what a knowledge management supposed to be doing . - integrated with other ServiceNow modules well - with the help of this product, it did lower the helpdesk call volume.

Cons:

- pricey product and some implementation effort require - it's not a very very user friendly product. It's decent, but not great - Performance is an issue as with other ServiceNow modules.

ServiceNow CIS

Comments: The deployment of this application for End User through the Service Portal and to the Support Staff with the Knowledge application or with the Integration available in Incident, Problem or Change, helps the entire organization to save time and money on some specific issues that can be handled by the use of the articles configured and categorized in the Applicaction.

Pros:

Application Integrated to the main ITSM application like Incident, Problem or Change. Available through the Service Portal for the End User. Very easy process to deploy articles in different formats and through differents workflows process.

ServiceNow is a great platform for keeping track of everything

Comments: ServiceNow has been a great tool for tracking all the components of ITIL for our Managed Services practice.

Pros:

With ServiceNow nothing ever disappears and the workflows for getting routing work done are great. Knowing that everyone in my company pretty much intuitively knows how to use ServiceNow helps a lot because we don't have to ask routine questions that we can just look up ourselves.

Cons:

Some of the custom features seem to get harder to maintain and become crustier with time. Because of the cost and effort to implement, as a programmer, I'm kind of stuck using the old SDLC module instead of purpose built software.

An awesome ITSM Tool Plus with a lot more functionality

Comments: It is a good tool for ITIL management. We use it to create tickets for troubleshooting the issues that our client face.

Pros:

In our organization, we use this tool for managing our IT Infrastructure/ ITIL processes . We use it for the following purposes: - Problem Management, Service Catalog , Request Fulfillment,Configuration Management, Change Management Incident Management and Customer Self Service .

Cons:

It is a great tool but may not work best with all the browsers. It has some display issues with certain browsers.

Best knowledge base software I've used

Comments: Have used several programs to store knowledge base articles and having them stored on ServiceNow has been the best experience team and use wise.

Pros:

Easy to upload, customize and filter search results/KB articles

Cons:

not much, there could be more skin options if the default options aren't suitable

Absolutely everything needed to be a great knowledge management system

Pros:

Very easy to use and customize. Version histories are readily available. The ability to use multiple knowledge bases for different corporate departments.

Cons:

I do not like that one cannot allow access to the knowledge base and lock specific categories... YET. It is supposed to be available in a future release.

Easy answer to questions

Pros:

easy to use, most of the topics already answered, there are categories for easy access to different topics

Cons:

not that easy to navigate topics, more categories of topics can be helpful in looking for a specific question