ServiceNow Customer Service Management Erfahrungen

Using SNow since 2012

Kommentare: 99.9% of the work I do every day is linked to either accessing Service Now or working on data produced by SNow. Using SNow for as long as I have, has made me confident in choosing to continue renewal. I have to admit that licencing model changes and yearly negotiations are painful but that is all part of the environment we work in.

Vorteile:

The fact that the software is widely versatile and scalable for the needs of an organisation. It can use beyond IT but in every department in our organisation as it offers automation of business tasks as well as good reporting and analysis tools. HR processes, Self Service, Approvals, Confidential reporting, schedule reporting and automating routine work, asset management and discovery.

Nachteile:

The fact that I can not imbed linksBut also think is mostly geared to large organisations. I have not found it to be possible for a small company to take advantage of this service (price plan and configuration is beyond the capabilities for a small company to take, which is a shame).

Service Now -tools to use for Ticket management

Kommentare: I love the look and feel of service-Now.Support documentation and KB articles.If you have HI portal access then 80% of your problem is gone. Means you will get all the access for KB and documents which help you to understand any issue or product/ releases.Price is bit high but it is worthy to have Servicenow in your company.

Vorteile:

first and formost point is, most the module is Workflow driven.for Juniors it is ease to use and learn.coding is minimal.you will get hell lot of examples from Web and Service-now communities to refer. APIs are readily available to integrate with any app.

Nachteile:

if you report a problem or request for new feature then Servicenow team will take time to review that.then they will plan in their road Map may be it will come in next release like they have different release (helsinki/ geneva) or may be it will not come.this software they are keeping upto date so your team should have developers to fix the issue after each release.but i will say their product documentation is so so So good, it will help to understand and fix anything.

Poor Interface - Too Much Bean Counting and Not Enough Cooking the Meal

Kommentare: So far, ServiceNow is a distraction with no benefit. Unlikely ServiceNow will ever modernize their product. Every year is 1971 for them, with an IBM 3270 "green screen" interface.

Vorteile:

To its defense, it does process requests without delay.

Nachteile:

Poor user interface design. Lacks an understanding of human factors and fails to embrace modern technology.About the worst part is the designers show a very low interest in gathering the concern being discussed. When you finally get to "problem description," it's buried on page two in a small window that uses 6% of the available display. But that area cannot accept any cut/paste of screenshots.Bypassing this tool is often the best course when there is a need for problem description and subsequent analysis. Tools like Microsoft Word and Outlook do pretty well in letting a person express their concerns. ServiceNow is more like the CSR that asks annoying, irrelevant questions and shows no interest in the concern itself.

Complete Package

Kommentare: We are using this ServiceNow CSM as our primary Customer Service tool and we are easily able to manage thousands of cases per day which we have found difficult when using other applications in the past.

Vorteile:

The ServiceNow CSM modules offer a full suite of features for customer management. The product is easy to use and extremely flexible.

Nachteile:

ServiceNow's easy of customization can also be its achilles heel. If managed improperly or over-customized it does not take long to make oob upgrade path unsustainable.

A good ticketing tool with lot of options to develop

Kommentare: The tool is good for any service based organization but needs to focus on some improvements because there are several ticketing tools available in the market with better options

Vorteile:

It does have good platform to create knowledge articles and save it This can be easily adapted by any organization

Nachteile:

Need to improve the UI Should have a Better tracking of the comments from the user and the agent

S_Now

Kommentare: Excellent, Documents are accessible for guidance.

Vorteile:

Widely used by companies so easy to train and hire subject matter experst.

Nachteile:

Building workflows takes time and effort as its not OOB.

Service noe-best ticketing plateform

Kommentare: I am using service now from last two year, i found it very easy comfortable and best application for it ticket and incident management.

Vorteile:

I like service now ticketing tool like categorised ricketing environment, proper work not addition and multiple types of ticket.

Nachteile:

Nothing to be disliked in service now it is best used by industries for ticketing purpose and solving customer queries.

Minimalist and easy to use

Kommentare: Great experience. Easy to use, simple and straightforward. Very less training required as it’s self explanatory.

Vorteile:

Ticket creation, management and handling. Knowledge base articles are auto suggested using keywords and based on the issue that it detects. Integration with nexthink is seamless.

Nachteile:

Dashboard is glitchy sometimes and can be better.

A Great Tool for all the ITSM needs- One that fits All

Kommentare: We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app configurations. This method has been tried and tested, and it consistently delivers. Top-notch all around; have extensive experience managing Incidents, Problems, Changes, and Catalog Items inside IT Service Management (ITSM) modules.

Vorteile:

The ability to integrate with other applications and personalize the tool for use in ticketing and routing is maybe the most useful feature of ServiceNow. Our day-to-day customer support operations would not be possible without our user-friendly incident management, configuration management, and service documentation.Fast and simple incident reporting, progress tracking, and customer service interaction. ServiceNow is excellent for archiving service documentation; we've catalogued all of our services there, so that when tickets are sent, we can quickly and easily access the relevant knowledge base articles to address the problem.

Nachteile:

A lengthy upgrade procedure might be the result of too much modification, but luckily there are many resources available to help you out. Non-IT users may find it challenging to use the site without first receiving etxra training.

One of the best Ticketing tools available

Vorteile:

Covers all ITIl aspects w.r.t incident, problem and change management. It has a very cohensive environment right from when an employee joins the organisation, getting access to applications, performing day to day jobs with tickets, requests, incidents, problems and changes. Given the fact that it also has inbuilt reporting capabilities, this is an absolute must. It's api and backend can be accessed by multiple softwares and applications enhancing the capability to produce visually appealing reports. Admins/engineers/customer service execs can create their own dashboards to monitor their queues efficiently. Inhouse capability to graphically repsent the queue make things easier while distributing work, prioritising work, planning change activities etc...

Nachteile:

None that I know of as yet. Whatever customisations i needed were easily available within the existing module.

ServiceNow CSM - A customer centric tool/People Management

Kommentare: The OOB system itself is configured with the right solutions that the customer wants. Apart from that, we can customize anything with the help of developers. The system will work seamlessly though.

Vorteile:

Customer & Consumers, and Contacts management was handled pretty well. People Management is most valuable to provide services accordingly. The integration is seamless hence it provides APIs to make easier.

Nachteile:

1. Portal - There are different portals for customers & consumers in OOB. This is creating confusion in gateway.2. Agent workspace - Performance is Slow.UI can be improved.

ServiceNow review

Kommentare: My overall experience with ServiceNow is good.

Vorteile:

Workflow management is the best feature I liked most in this software. With this feature, the company can smoothly manage projects and can also track customer cases and tickets.

Nachteile:

As of now, I don't get any feature present in this software which I don't like.

I really appreciate using Service Now in my daily basis

Kommentare: I'm using Service Now as a daily tool to support users with their technical issues and I find Service Now as a excelent tool for this. It's easy to use for users, customizable for me and my colleagues from the support team, have many options to organize Your work. I appreciate it very much and if I change my job, I hope that I will also work in Service Now in the new one.

Vorteile:

I think most important part that I like is posibility to configure Service Now layouts, list and elements on the screen to meet Your personal needs. Want to have this element to be shown in Your homepage dashboard? No problem! You need to create own template to not put the same response every time? Sure thing, You can do it here! Very layouts and pages which I like the most.

Nachteile:

I think building reports and dashboards can be quite difficult when You are trying to do it first time. Report and dashboard builders are quite complex tools any such many options can be shocking at first and you need to spend some time to discover what is what and get used to it.

ServiceNow is premier and get better with every release

Kommentare: Overall an excellent product.

Vorteile:

Highly scalable and provides modular solutions for implementing service based best practices across the enterprise. Initially focused on ITIL it has expanded to include ITOM, ITSM, and ITBM functions. Out of the box solutions for other areas of the enterprise including HR, Security, Governance, Finance, and CSR. The platform itself allows development using standard web technologies and programming skills and they offer a vast documentation library and vibrant community of developers and users. Their support is top notch and they are always quick to respond.

Nachteile:

Their pricing model is complex and unwieldy. It can be very hard to determine which features you actually have access to. Some of the features which seem like they should be part of the base product functionality are split into sub-modules at additional cost. This can give the impression that you are being nickeled and dimed for every little feature. Inquiring about instance capabilities of technical staff is always referred to your sales rep. Early adopters who did a lot of customization can find themselves in a lot technical debt prior to ServiceNow’s current guidance of best practices. Some of the earlier product design decisions have sometimes forced compromises to be implemented for product growth. This can create some ambiguous methods non-intuitive workarounds to be employed in development. Their documentation can be somewhat sparse on examples or use cases for particular API or feature specific applications. Finally, since the product can become the core of so many areas of the enterprise, it can require quite a large investment in support resources and it requires these resources to understand SaaS management differences vs traditional application support development.

"I Have Had Excellent Experience Using ServiceNow ITSM (Customer Service Management application)."

Kommentare: ServiceNow ITSM has enabled the enterprise wide service management with effective tracking ability. The business users have end to end visibility into the incidents (INCs), requests (REQs), request items (RITMs), change requests (CHGs), Configuration items (CIs) etc. so that triaging of tickets becomes easier for both end users and help desk. Being Business Systems Analyst, I have had an opportunity to work closely with enterprise service desk to create configuration items (CIs) and publish knowledge base article (KBAs). Having ServiceNow ITSM implemented as service management system, I can easily make requests through the user-friendly cloud platform and view the updates of work being done against my requests.

Vorteile:

I find this product user-friendly, tracking enabled and knowledge oriented. It's definitely better than other competing products in the market as it enforces standard ITIL practices.

Nachteile:

I have not had such experience to dislike this product. being ITIL certified Analyst, I deem this product very appropriate to follow standard service management practices.

Horrible customer experience

Kommentare: My overall experience maybe a little clouded because I am using Service Now through a third party vendor who handles our IT (cognizant) and some of the missing features maybe due to this. I have been using Service now for almost a year to not only track minor IT issues (example requesting new monitors, issues with WIFI ect) but also updates and builds to our website and ERP System. Overall I would not recommend Service now for the later especially in large corporations across multiple subsidiaries as this doesn't give companies the tools accurately implement builds. Unfortunately due to the lack of tools in Service now (or how our vendor restricts these tools) our company had to resort to managing these builds outside service now and update once complete.
Rather you need a system like JIRA where users can easily assign issues for QA testing and allow anyone to reopen tickets.

Vorteile:

-can search to find topics -can customize search for tickets and service request -can excel tickets and customize the information -if you developers access you can create reports -receive email confirmation and when tickets are updated -can uploads images and video

Nachteile:

-when creating a service request the user cannot specify the name. First a request is created [sc_request] then automatically a requested Item is created [sc_req_item] with a default title which is extremely confusing -only the user who created Incidents can reopen Incidents -only the user who created Incidents can then link to previously closed incidents -if you don't have developer access you can only see the tickets you created and need other users to add you as a watcher to the ticket -Incidents cannot be changed into Service requests, and those changes can't be tracked. (example to change a Incident into a service request a Incident must be closed and Service request opened) -IT Portal view doesn't save views, views are only saved for that session

Overall it’s good and better

Kommentare: Overall it’s better and suitable for mid level businesses

Vorteile:

Daily using this for logging tickets and updating the flow and found it much better not best than other software Easy to navigate for simply tracking or logging tickets and passing it on to other team with comments New team members were able to learn it quickly with the help of documentation/articles which we can found easily in help and the design is user friendly from navigation point of view

Nachteile:

Improvement is required in terms of performance as it gets stuck most of the time doing search for any member outside of our group or closed ticket

Great Tool for HelpDesk Services

Kommentare: ServiceNow was a huge asset for deploying our first formal Support Service Design.
The ease of use and default templates, got us up and running in with no issues. Great Experience overall.

Vorteile:

Out of the box, Service Now comes with configuration templates to get you started on your HelpDesk service deployment. From there, you can start tweaking the tool to match your company needs. This was very helpful to us since we were deploying a ticketing tool for the first time. The deployment process was a breeze, intuitive and we didn´t find any major roadblocks whatsoever. From the user side, is very easy to use, great compatibility with any browser (since is web based), and the amount of tools for reporting are amazing. We are able to benchmark and tweak our Support Service and keep track of our KPI metrics very easily.

Nachteile:

It can be somewhat overpriced. Other than that, no issue whatsoever.

Best in response the good thing i love in the service now is they respond very fast for quiries

Vorteile:

The service now has very large tools whose main functionality is to make customer happy. They respond to our queries very fast and they make help of the different dashboards to perform their service we are using this for our ticket management here we can generate our different type response type like pdf,word etc their service is extraordinary and i love to work on this a lot

Nachteile:

There is nothing specifically least in this. Everything is cool and good. We are looking for some new version

An additional step - but helpful none the less

Kommentare: It was a necessary tool used everyday but it would be better to integrate more features with this service.

Vorteile:

We used service now as an additional time management tool with other applications to keep track of project progress. Service now was semi easy to use and made up for what our other service lacked

Nachteile:

Service now could be confusing at times and lacked integration with other systems/software. Could be tricky to change due dates- would have to change all by hand

Perfect for tracking our customer interactions

Vorteile:

Like all ServiceNow modules, the more pieces you buy, the more you gain, this is no different. The customer service management module was a valuable addition to our Incident Management purchase as it ties back to our end user population from a tracking standpoint

Nachteile:

any customization out of the box requires expensive Servicenow or 3rd party assistance to execute. We're trying to keep it as vanilla flavored as possible.

ServiceNow

Vorteile:

It has a diverse number of features and is robust. There's a relatively large number of customization options.

Nachteile:

It's too complicated at times. Finding and exploring information can be difficult. I would actually prefer a simpler interface for users.

Traditional Incident And Change Management Tool.

Kommentare: Service now does it's job. Helps you to be on top of tickets and help you in change management. However the product fails to give a modern look and feel. The BI capabilities offered are not great as of now.

Vorteile:

It caters all the features of IT service management. So on it's own it is pretty complete suite for Incident, Task and Change management.

Nachteile:

The look and feel is way too old school. Some work on the UI in future releases would improve the experience for sure

Essential for medium to large enterprises

Kommentare: Fantastic for workflows and ticket management

Vorteile:

It is as customizable as you need. Need layers of approvals on requests. You got it.

Nachteile:

Sometimes it offers too much and you can get lost in the forest.

Perfect ticket management tool

Kommentare: We are using the tool to manage the Incidents and services Requests so that end customers can seamlessly access the tool.

Vorteile:

1) Great User Interface 2) Easy to create and clone the tickets, cloning tickets saves a lot time. 3) Auto triggered Email notifications for SLA dues 4) Customized dashboards for each user 5) Reports - helps to back trace the tickets and data.

Nachteile:

While using one will face a little delay in loading a page. While working with dependant picklists, it takes some time to load the values of the field.