Bewertet am 26.2.2018
ServiceNow CIS with experience implementing the solution for differents type of customers.
Vorteile: As a cloud based solution you receive a ServiceNow Instance with a lot of out-of-the-box functionalities and benefits that let you consolidates differents process of the ITSM in a single system of record platform. The main process of the ITSM well are covered in the ServiceNow Express version and with a few week you can go live, and totally aligned to the ITIL best practices.
Nachteile: You don't have the benefits of the Scripting in ServiceNow Enterprise distribution in order to customize and personalize the ServiceNow Express.
Bewertet am 30.9.2019
Best Ticketing Tool!!
Kommentare: On a daily basis, we had to pull a lot of reports and create graphs for the same. With Service-Now, it's very easy. We have saved all the filters and created a dashboard on Service Now. Now, we have shared the link to the dashboard to the client and all our work is taken care by the tool. Relative time period is one top-notch filter, which has drastically reduced the time we were spending on creating the reports. It would take close to 4hrs to pull them and draft it for the client. Now, Service Now is doing the job and that 4hrs are saved for us.
Vorteile: The best thing about Service Now is the way we can handle all data and reports directly on the tool. It is really well designed in getting approvals and assigning tickets. We can also set the ticket assignment groups based on certain rules or configuration items, that really saves us a lot of time. It is user - friendly too. Very easy to navigate and also has some built in buttons that are really useful.
Nachteile: Not a major flaw, but if it can create aging tickets report in the form of a pivot table, then there is nothing to beat this tool. We really don't need to rely on excel if we can integrate some into the reporting feature on service now.
Bewertet am 27.1.2020
More than a Ticketing System
Kommentare: I enjoyed Service Now and believe it's the best ticketing system tool out there.
Vorteile: 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!
Nachteile: I wish there were different/more theme colors you could customize/choose from. Also the mobile app was complicated setting up.
Bewertet am 6.2.2020
Powerful Tool for a Call Centre
Kommentare: Easy to use and in the organisation I'm currently working in it has been well developed with end users in mind
Vorteile: Holds a ton of information which can be self-selected to create your own reports using filters. Different reports can be saved and reused or modified as a base for additional reports. Information can also be extracted to MS Excel for further manipulation
Nachteile: When you change the filters for a favorite "view", it changes it for all "views". You need to create a report to preserve your filters
Bewertet am 21.5.2018
My company uses servicenow for support tickets
Vorteile: It's pretty easy to use and it seems to allow my support requests to get answered quicker than using email
Nachteile: This may be more specific to my company but there are way too many categories to search from so trying to figure out how to submit a correct ticket can be confusing and lead to requests going unanswered. Some sort of smart search would be nice
Bewertet am 17.9.2019
I hate ticketing software...but not this one.
Kommentare: Closing tickets, overall, is faster than with all previous systems we used.
Vorteile: 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!
Nachteile: 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.
Bewertet am 18.6.2019
Really helped our team manage requests and tickets
Kommentare: Great. Definitely recommend this for large businesses with multiple different departments and employees where you need to have a reasonably large IT department to hep process application requests, troubleshooting and equipment requests and more!
Vorteile: The ease in which it kept track and managed IT ticket requests. You could easily see the queue and also do tons of data analytics from response times, to ticket requests per month per department, and how often tickets had to be escalated. The cloud-based platform really helps your reomte workers have access to a live database that was updated and always "correct." This was also extremely affordable for all the different capabilities it added.
Nachteile: The service technicians aren't always available as spelled out in the service agreement. Luckily we didn't have issues with this often and we were able to resolve issues on our own or could wait it out until it was fixed.
Bewertet am 28.6.2018
ServiceNow Express is a great help desk tool for smaller companies but delivers good features.
Vorteile: ServiceNow is easy to deploy as they guide you through the process / setup. The software delivers a strong feature set and is easy to use and a good value for the cost.
Nachteile: Some features that you would think should be available are not and you need to upgrade to the full ServiceNow version which is out of the price range of many smaller companies.
Bewertet am 15.3.2018
Kommentare: Speed to implement. Ability to build customized application
Good configuration management tools
Great for servicedesk management
Run in the cloud
Can add attachments [to tickets].
Confusing, not easy to find anything.
Massive and at times confusing interface
The knowledge editor is clunky and time consuming
Bewertet am 5.10.2016
Kommentare: Good starting point for getting introduced and using ServiceNow. We're now in the process of upgrading to the Enterprise edition for the service management platform.
Vorteile: Easy to get up and running
Nachteile: Limited capabilities, but a good starting point
Bewertet am 29.3.2018
One of the best ITSM solutions ever!
Vorteile: ServiceNow Express is an out-of-the-box solution that has preconfigured solutions ready to start working with a IT Service Management desk. All you need to work, ITIL compliance, Dashboards, Reports, Asset Management, Incident, Problem, Change Management, integration with 3rd parties solutions. In short, all you need to get ready in your IT department service desk.
Nachteile: This version of ServiceNow is not longer available in the market, and has been replaced by a new version more complete and accurate named SERVICENOW IT SERVICE MANAGEMENT.
Bewertet am 23.1.2019
Kommentare: Faster time to onboard new customers. Removed need for inhouse database support staff due to full SaaS
Vorteile: Easy to adopt with many prebuilt workflows that are entirely fit for purpose.
Nachteile: Fairly expensive on the market, commercial model of product not really negotiable
Bewertet am 14.11.2017
Functional, but cumbersome
Vorteile: The program has quite a bit of customizabilty through the use of filters and folders. Also, a significant amount of information can be contained in the tickets, which do support the use of attachments
Nachteile: The software is chronically unintuitive; there's probably a way to make it do what anyone would want, but it's a bear trying to figure it out.
Bewertet am 9.2.2018
Best ticketing toll in market
Kommentare: Best in market in terms of ticketing tool
Vorteile: The inflow of the incidents and service requests can be easily managed and easy to log them. It allows simple and ease to work
Nachteile: Coming to reports and time lag, there is something that needs to be improved more. Apart from that everything is excellent
Bewertet am 12.2.2018
Very useful tool for managing tickets.
Vorteile: It has a vast array of options to customize the software. You can set up work flows that suit your company needs.
Nachteile: It can be confusing to use, maybe it's the way it's configured but not being able to edit closed tickets is a pain.
Bewertet am 18.4.2019
Helps with IT needs
Vorteile: It is very flexible, can be integrated into any system for your company. When there's an IT help issue, it is very easy to submit a ServiceNow ticket. Can easily attach files or images to the ticket.
Nachteile: Very limited options to describe what issues you're having. Mostly have to type and write the issues instead of using the selection.
Bewertet am 20.11.2014
A good product overall
Vorteile: Some of the scrum/agile tools are nice to use. The ability to manage backlogs and releases was quite nice.
Nachteile: Some of the interface around managing tickets can be hard to navigate.
Bewertet am 16.1.2020
Great IT Ticket Tracking Tool
Vorteile: Allows my company's IT team to track service tickets for computer issues, gives the user updated data on where their ticket is at and allows them to ping to see where it's at on the list of things to do
Nachteile: Interface can sometimes be confusing, a lot of data housed in one place and not easy to navigate to exactly what you're looking for
Bewertet am 16.4.2019
ServiceNow helps get things done
Kommentare: It is a really good tool to manage requests and tasks
Easily incorporated into larger IT portfolio
Nachteile: If not configured correctly, then this may lead to confusion
Bewertet am 14.12.2016
Great product for setting up help desk quickly
Kommentare: ServiceNow express is a great Product for setting up help desk quickly. All main ITIL processes are available although some features require additional plugins and hence cost more. User Interface can be clunky at items and can be improved further
Bewertet am 30.10.2014
fairly new to this application
Vorteile: The vendor seems flexible, the product makes my work life easier.
Nachteile: I have not encountered any significant problems with the product or the vendor so far.
Bewertet am 6.10.2016
Great loved it
It was awesome superb experience to have this one tell ud
was awesome superb experience to have this one tell ud
was awesome superb experience to have this one tell ud
Bewertet am 6.10.2016
IT is very usefull, ease of use abd the availability is very high .
Kommentare: good user exp IT is very usefull, ease of use abd the availability is very high .IT is very usefull, ease of use abd the availability is very high .
Bewertet am 31.10.2014
Service now Uttar
Vorteile: Automatic workflow and notifications to keep tickets moving through the process.
Nachteile: User interface is not intuitive. Hard to figure out how to create a ticket. It's not obvious that you need to change the default ticket title. User interface in general is not very intuitive and doesn't work in all browsers.