ServiceNow Problem Management

ServiceNow Problem Management Bewertungen

von ServiceNow

ServiceNow CSA CIS

Bewertet am 5.3.2018
Antonio A.
ITSM Specialist
13-50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: The main benefits are related to cover the differents process defined in the ITIL best practices, looking for root cause of the Incidents and avoiding service interruptions

Vorteile: Application alingned to the ITIL best practices thats covers the main scenarios from the problem management. Integrated to the other ServiceNow ITSM application like Incident, Change and with the resources provided by Asset Management, CMDB and Knowledge, lets the support staff cover the main task from the problem resolution. Relationships between Incidents and Changes are really straight forward task and with few steps you can accomplish this scenarios.

Nachteile: In the process to cover the different tiers of support, the interactions with vendors could be more easy to modelate.

Great ITIL software but performance is a huge issue

Bewertet am 29.7.2019
Verifizierter Rezensent
Sr. IT Analyst
Finanzdienstleistungen, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
3/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
4/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Overall, it's a great product. Performance is a bit issue Learning curve is steep but once you get used to it, it's great

Vorteile: - Great All In one software to implement incident, problems, changes and management workflow. Very easy to track progress or existing tickets or search old ones. - Lots of user customization - Filter/Queries are very useful or expert users

Nachteile: - The main issue with ServiceNow is Performance!!! It often take long time to load a page or query results. - Filter and Queries are useful but sometime it's hard to search existing queries if you are in a different section of ServiceNow. Would be nice to have all-in-one queries for user so user can easier lookup all the existing queries (yes, you can go to the correct section first and then check the queries, but loading is often a big issue) - Lot of different ServiceNow products incorporated together, so it's sometimes hard for new users to browse around and get use to it. Learning curve is steep. - Very costly product.

Review for Servicenow

Bewertet am 8.8.2019
Rites G.
Consultant
Informationstechnologie & -dienste, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
4/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Overall experience with this product is quite decent. I have been using this for over 5 years now and so far this has been quite helpful in day to day work.

Vorteile: This is a good product that allows complete problem management to happen.
Proper statuses are maintained throughout the life cycle of a problem.
Option is there to assign the tasks to multiple teams that may need to be involved.
The learning from the problem can also be maintained/saved in this product.

Nachteile: User Interface is something that the product can be improved on

Overengineered for a ticketing and incident reporting system

Bewertet am 31.7.2018
Verifizierter Rezensent
Web Content Specialist
51-200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
3/5
Gesamt
2/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
3/5
Kundenbetreuung
2/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Not really much, I've used other systems like this in the past, and they seemed more streamlined.

Vorteile: Once the correct path is selected, it is easy for users to submit their problems (following the prompt)

Nachteile: Again, trying to do too much at once. The idea of "shopping" and adding a incident to your cart does not fit. Additionally, on the other side, the ones receiving the details, sometimes get bombarded with several emails from the same ticket. And the email will not show details necessary to at least have an idea of what the ticket is about. One email with a general summary would be so helpful. Also, sometimes closing out the task does not close out the ritm and req numbers above. This should not be the case, as it takes digging to find it if it doesn't close. Lastly, clients or ticket requestors should not be able to change the date for for a ticket. This logic doesn't make sense as they usually have no idea how long it takes to repeat a task and sometimes they choose a past date and the ticket breaches.

ServiceNow Problem Management

Bewertet am 18.12.2018
Verifizierter Rezensent
Systems Support Analyst, Sr - Educational Outreach and Student Services
Hochschulbildung, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
3/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Overall, a good platform, with lots of versatility and reporting options. Feels very heavy and slow from a user standpoint, and permissions management is awkward.

Vorteile: Good for ticket tracking and timelines. Ability to create dashboards for at-a-glance checks to confirm metrics . Ability to automate workflows and assignments.

Nachteile: Clunky and slow interface. Inability to hover over a ticket # and have pop-up summary (have to actually go into ticket to view any details).

Ticket Issusing for support queires - simple but company implementation not great

Bewertet am 24.6.2019
Sara A.
Senior Project Manager
Finanzdienstleistungen, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
2/5
Benutzerfreundlichkeit
3/5
Eigenschaften & Funktionalitäten
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Great way to track and capture tickets, ability to pull statistics per user, system, and time to close is great, can we complex to set up, not ideal for a small organisations.

Vorteile: Easy to raise a ticket for support queries, lots of detail available.
Great way to get stats on the same issue and track time to close

Nachteile: Unless provided with detailed training, you are unable to successfully capture ticket as a support customer, and difficult to find

Service Now makes it simple

Bewertet am 2.8.2018
Abner J.
CIO SOH (Service Operation Hub)
Unternehmensberatung
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
4/5
Gesamt
4/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
2/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis

Vorteile: I like the simplicity of this tool, everything is in there, whether you'recreating an incident ticket, requesting a change, or just a simple thing like requesting access to a monitoring tool you got it all in the same place. we switch from ITSM a year ago and i love it, my KPI's improved ever since I started using ServiceNow

Nachteile: Navigating this tool could be confusing when trying to search for a specific incident number, incident are separated by assigned and not assigned and it is all the same, search box takes spaces as characters even though there are no spaces in any of the types of tickets this tool generates, so when you copy and paste a ticket number be aware for spaces for better results.

Servicenow is a comprehensive platform for managing and streamlining IT support.

Bewertet am 21.5.2018
Verifizierter Rezensent
Business Architect
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
3/5
Benutzerfreundlichkeit
3/5
Eigenschaften & Funktionalitäten
3/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Cost management
Create internal/operational efficiencies
Improve business process outcomes
Improve compliance & risk management

Vorteile: Optimizes internal/operational efficiencies. Improves compliance, risk management and business process outcomes.

Nachteile: The Quality end-user training material can be improved. Peer user community needs more maturity and growth.

Great Tool

Bewertet am 12.6.2019
Srishti K.
Technical Leader
Informationstechnologie & -dienste, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: I have used various ITIL ticketing tool but this is the best & most advanced tool.

Nachteile: I love it as it's very user friendly. No complains.

ITIL SERVICENOW

Bewertet am 30.10.2018
Aniket Z.
Systems Integration Sr. Analyst
Informationstechnologie & -dienste, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
4/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
4/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: Leading software for Incident, problem and chnage management.

Nachteile: There are no real cons for this software.All is good.

Workflow friendly interface

Bewertet am 9.1.2018
Jim D.
Project Manager
Informationstechnologie & -dienste, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: The easy of use, customizable UI, the ability to create and schedule a vast amount of scheduled reports for management on incident, problem, and change management. How easy it is to access the data from a mobile device and make updates.

Vorteile: How easy it is to customize the workflow and generate scheduled reports.
I like the responsiveness of the customer and technical support, which I did not have to contact much.
The updates and patches were very easy to implement. The risk and impact were minimal if any because we loaded the new version in our dev/test environment.
If we did need to rollback the changes were transparent to the end-users.
Our account executive was very responsive and could direct us to the extensive online knowledgebase that included comments and blogs from existing customers. At one company we migrated data from SalesForce into SN without any loss of data.
After we completed import of the data from SalesForce, we found a 3rd party link to synch any new changes from SalesForce into SN without missing any data.

Nachteile: If I had to list one area of improvement is the cost. You do pay for what you get. At one company I worked at, we had an aggressive timeline to implement SN into our existing IT environment.
The professional services group that came in and planned the implementation and testing phases to the exact phase gates.
We were able to successfully implement SN in our production environment in a six-month time frame with the end-users, HR, facilities and alert notifications working as intended.
I was impressed.
The piece that needed improvement was having IT management decide on which components of SN to bring on board.

Very good application with so many features to track & report the incidents,problems in the project

Bewertet am 18.7.2017
Santosh C.
Technical Lead
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
3/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
3/5
Preis-Leistungs-Verhältnis

Vorteile: Perfectly suitable for ITIL process of implementing incident/problem/change/workgroup/Knowledge management processes for the projects to track, identify and fix the issues. Capturing the details of the service request/incident/change is very good. Setting up Paging/Alerting is another useful feature to keep track of the things.

Nachteile: Huge application, takes time to load sometimes, tons of features and is a costly application which only major organizations are using it.

Very good Product

Bewertet am 6.6.2018
Vishal S.
Analyst
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
4/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis

Vorteile: Very good product. Feature rich, integration between different modules like incident, problem make things easier and convenient

Nachteile: Cost is higher when compared with some other IT Service Management solutions. Also better analytics and artificial intelligence features can justify the higher cost

Just customize-able enough to break

Bewertet am 11.9.2018
Verifizierter Rezensent
Senior Technical Analyst
Informationstechnologie & -dienste, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
4/5
Benutzerfreundlichkeit
3/5
Eigenschaften & Funktionalitäten
4/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: I like the customization and ease of use for the service desk. I also really enjoy the ability to combine with other help desks for SDAAS offerings.

Nachteile: Therein likes the real issue, the integration with other desks needs to be done well or it destabilizes the whole platform.

The bread and butter of the ServiceNow family

Bewertet am 5.4.2019
Verifizierter Rezensent
Manager, Information Security
Krankenhausversorgung & Gesundheitswesen, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
4/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: This is probably the most polished and robust application in the ServiceNow portfolio. Out of the box even without customization its all there as far as features and functionality

Nachteile: Would be nice to have more "standard" settings defined by ServiceNow.

Service NOW INC/Problem management

Bewertet am 20.1.2019
Mahavir J.
Sr. Network Engineer
Telekommunikation, 5.001-10.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
4/5
Gesamt
4/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
4/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Overall it was good experience using this software, it was flexible which can be customized as per user needs.

Vorteile: This is very effective software, when it comes to Incident/Problem management, makes it easier for everyone to track things easier. This is customizable as per the user needs.

Nachteile: As far as this software is concerned did not see any flaw till now post using it for 2 years.

I worked as a consultant on a project already using ServiceNow

Bewertet am 9.11.2017
Candice P.
Sr. Consultant
Computer-Software, 51-200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
4/5
Gesamt
5/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
3/5
Kundenbetreuung
3/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: The software was able to collect, organize and filter ticket data by issue level well then report to ensure that high priority issues were resolved in a timely manner.

Vorteile: I had ZERO training and navigated around without a single misstep. The fields, labels and buttons made it easy to predict where to go to accomplish what I needed to do. The organization was able to configure required fields and integrate rules for documentation as well.

Nachteile: The only things I didn't like had to do with the way the organization had to configure it according to policy.

Easy to use and most liked by all

Bewertet am 8.2.2018
Roophashree K.
Associate Consultant
Computer-Software, 13-50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
5/5
Gesamt
4/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Easy and user friendly, time saving. Anyone can use this software and there is no necessity that we need a prior knowledge on this. Over all this software made our work easier and faster.

Vorteile: Its an user friendly software and can be used by anyone. There is no need of particular experience required for using this software. Also helpful for all organisations

Nachteile: There is nothing least to tell about this software but the only thing I observed is to search for any incident sometimes its not so easy we get confused with it else its an awesome sotware

Super Easy Workflow Definition, Problem Management Processes to get started.

Bewertet am 4.12.2018
Verifizierter Rezensent
Project Manager - Retail Quality Engineering @ Apple
Computer-Software, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: The Readymade workflows that can be applied to most of the general problem management usecases.

Nachteile: The UI can be mouch more intutive. Display of History is not great

Deployed Problem management globally

Bewertet am 13.7.2018
Emogene F.
Avp
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis

Vorteile: The problem management module allowed us to considate and manage a global process with centralized Problem management team.

Nachteile: Defining a new global process was time consuming, would be helpful if possible process scenarios were predefined - out of the box

Great software for problem management in a large organisation with multiple teams

Bewertet am 5.8.2018
Verifizierter Rezensent
ICT Service Desk Analyst
Staatsverwaltung, 10.001+ Mitarbeiter
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
4/5
Gesamt
4/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: I liked that filters could be customised to liking and added to a 'favourite' icon on the left hand side bar of service now. I liked the incident matching feature as well as the related/child/parent relationships that could be made in order to determine the level of impact a particular problem was having on the organisation.

Nachteile: I disliked the fact that templates could not be reordered.

A professional tool. It works!

Bewertet am 7.1.2018
Verifizierter Rezensent
Arquiteto de infraestrutura
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
4/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
4/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: It fitted very well in our environment. The price is high but you receive lots of help to your environment.

Vorteile: If you already tested other tools, you always have some stuff that you need and most don't have. Connect incidents to a problem. Here's the answer. And, extremely easy to use;
Close a problem and all incidents related needed to be closed manually? No More;
Lots of stuff to use. And most of them are ready to use in a real environment.

Nachteile: The license price and some customizations, that need to be done, usually and done by slow partners. The know, but it takes too much time.

Easy to generate workflow reports

Bewertet am 6.2.2019
Verifizierter Rezensent
Technology Architect
Rechtsberatung, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
3/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: It is easy to use software and does provide capability to produce big scheduled reports. The cost can be on a little minus side.

Vorteile: Time to market was relatively quicker. We were able to move from the older product to service within 8-9 months time period. Given that we had a lot of migrate and educate, I would say it was great achievement

Nachteile: Its bookmarking feature, the ability to find resources are not easily bookmark-able.

Excellent Product

Bewertet am 7.11.2017
Vivek K.
Program Manager
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: Ease of use is a big plus. Functionality is robust too - particularly linking a Problem to Change or Incident. Integration with content management piece where problem tickets of an area can be easily displayed is very useful, too.

Nachteile: Price could have been lower. i think there are products in the market that offer same functionalities with lower price.

Good tool

Bewertet am 10.5.2018
Krishna teja N.
Associate Production Engineer
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
5/5
Gesamt
3/5
Benutzerfreundlichkeit
2/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: Having features like alerting and status of online users.
Sending the status of the ticket,
tracking their corresponding progress is simply great.

Nachteile: The tool can be made even more user-friendly.
API support is not very great. REST API can be simple, not such difficult.