ServiceNow Customer Service Management Erfahrungen

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.

Lot's of features, lot's of complexity.

Kommentare: Works fine if you don't need to do much more than open tickets that are already assigned to you or work with tickets that are assigned to you. Assigning ticket to others in a large organization where you don't know the group they are part of is a struggle. I often know who a ticket should be routed to but our implementation requires specifying the team they are part of as well. Some people are on multiple teams. Searching really needs improvement for users that don't interact heavily with the system.

Vorteile:

Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.

Nachteile:

Complexity makes simple tasks difficult. Learning curve is steep. For example, performing simple searches is not possible. If I closed out a ticket recently, then I often need to look in the documentation to search for that specific ticket again. highly customizable views allow for tweaking to work with your use habits. Interface needs to be simplified and have common functions more accessible. It may partly be the way this organization has implemented and customized the interface, but it is still not user-friendly.

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

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).

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.

Very Good IT Comunication Tool

Kommentare: The way that users report any failure on the devices in order to get this resolved faster was not the correct one. And we solved this with ServiceNow since their user can report quickly the issue that he is having and also there is a watchlist of available people that can take the case and provide support to the person that is having the issue. Also, there is a really good feature of the tool that makes them different from other solutions in the market.

Vorteile:

- Is easy to use for developers and regular users. - There is a good option like the feature that allows you to add people to the watch list so they can check the progress of the status of a ticket even do they are not going to provide support.

Nachteile:

- Updates are not good since they made some changes and in some cases impact the way data previously saved on the application. Also, they made some changes in the GUI and some times users complain are related to that there is no a particular option or they are not able to find it now after the upgrade.

Easy and productive CSM tool

Kommentare: It makes it easy to track customer replies and action any update or development on time whilst allowing for easy SLA tracking and communication with the customers.

Vorteile:

Plentiful options when creating your favourites and setting your filtered searches (which are very detailed and precise). Any search can be added to favourites and be easily accessible. User interface is easy to navigate and find the options you're looking for. It uses easy to follow logic and it is very user friendly.

Nachteile:

This is most likely depending on the implementation process and data migration during the integration process, the update field is constantly moving to the next case/incident which makes it hard to track you work at times. Most likely adjustable during implementation process.

ServiceNow is the best tool for Ticketing Management

Vorteile:

1. User-friendly interface. 2. Reduce manual tasks. 3. ServiceNow offers a wide range of IT service management features and they are very user-friendly.

Nachteile:

The price of the service can be expensive to implement and customize, especially for smaller businesses or organizations with limited budgets.

Incident management made easy

Kommentare: All customers are saved as there is no risk of custimer service agent forgeting about the incident reported by a client as the system records every incident. Gives customers power to reopen an incident should they feel that they have not been assisted to their satisfaction

Vorteile:

It is easy to use. Has a functionality for knowledge base which can be used when customer service agents are helping customers. You can add people on the watch list so that they are in the loop of what is happening

Nachteile:

Creating a new incident from the system is a bit of struggle. The option is not visible

ServiceNow - Integrate all you can . One stop for Managing your IT Lifecycle.

Vorteile:

Managing ITIL Processes has become easier with ServiceNow. Integration with various security tools helps a lot.

Nachteile:

Sometimes Implementation can be tideous but the Customer service team is awesome to help you with that.

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.

Service Now, the one that gathers them all

Kommentare: We've been working along with servicenow for several years and we have more and more success digital transformations stories by building business improvement strategies upon the Servicenow Platform

Vorteile:

ServiceNow is a Service Management Platform, ranked by Gartner just as the #1 in the global market of digital service management platforms. Easy to use, deep dive, almost boundaryless ServiceNow software integrates a strong and robust collaborative service management engine, that allows almost all kind of organizations, no matter the economic sector, to optimize and automate any business and IT service through a full function collaborative tool set, such as Asset Discovery, service catalog, business rules definition, SLA's and analytics easy-to-build dashboards, not to mention the application development capabilities which stands as the ServiceNow main differentiators.

Nachteile:

As any technology solutions, there is and will be room for improvement, starting with more built-in integration capabilities in order to simplify more complex implementations.

Service Now improves issue tracking

Kommentare: Great experience using Service now tool. Moved from HP product to SN

Vorteile:

Integration with other build in like Slack and other communication tools. Easy to operate and quick to learn

Nachteile:

Running reports need to be more customisable.

ServiceNow

Kommentare: Overall a good and Wonderfull experience.

Vorteile:

I have been using ServiceNow almost everyday for more than 2 years which is really user friendly. Initially It has been very easy to navigate and locate previous tickets on this software. I used ServiceNow as a ticking tool, where my team used to to review the ticket sent by the previous team and add remarks and validation as and when needed, it was a very nice tool to track the overall productivity of the team.

Nachteile:

I did face starting doing the starting phase as navigating and learning the options took me some time. I would like to enhance more features such as feedbacks, larger vol of data can be saved and customer satisfaction feedbacks which would help the team validity and increase the overall performance.

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.

It's a great ticket system

Kommentare: Time table of incidents and reports of common every day problems .

Vorteile:

Very easy to create tickets and can be customized to work with your environment. User inventory can easily be populated to all of your company assets. User field can be populated automatically to bring up a user name and profile information.

Nachteile:

Ticket system should automatically be saved. I wished there was a way to duplicate a ticket to a new ticket number for items not resolved. Instead of re-opening a ticket. Your ticket search buttons should be easier to search, I have gotten lost several times searching for tickets.

Great for IT Technicians

Kommentare: Use this software from the in my shift from 8am - 5pm. This is my main tool to perform my job and have had hardly any issues with it. Very user friendly.

Vorteile:

Easily able to manage tickets placed by the customer. awesome search capabilities when looking for something specific about a customer. Able to tracks assets, user information. The ability to customize the UI for your needs

Nachteile:

The software can be a bit slow. The mobile version of the application is a bit slow as well, not sure if this is due to how our organization has it setup.

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

Good IT service management tool

Vorteile:

ServiceNow is a mostly a pretty good IT service management system. I work in IT and all of us use ServiceNow to input and manage tickets. I like that I can pop open a screen and see all my open tickets in one place. The ticketing interface is straightforward, and I like that I can add internal notes and assign priority ratings to my various tasks. I think most users have been very happy using it.

Nachteile:

My only criticism is that it could use some help as far as navigation goes. There seems to be a lot of menu items/setting that I don’t use or don’t know where to find. Would like a cleaner look.

“Service Now - Your Control Center to provide customers with moments of magic”

Kommentare: Service Now Customer Service management has been a useful tool to handle all types issues relating to desktop, infrastructure, remote access and a host other sections relating to the user and their system/network.

Vorteile:

for anything in your workplace. you can create templates to put in tickets for incidents or requests relating broken items, adding items or even for setting up new hires.

Nachteile:

the search engine can be awkward to use. Sometimes it doesn't provide the proper answer to a search.

My Experience using ServiceNow Customer ServiceNow Customer Service Management

Kommentare: My work as an IT support Analyst requires that we manage day to day client IT infrastructure and troubleshooting issues experienced by end users, ServiceNow provides a solid system for receiving and actioning these requests.

Vorteile:

Great for customer service and management, serves the integral purpose of ensuring that user requests are categorised and prioritised appropriately, great for customer satisfaction management as well

Nachteile:

Can be a bit slow in response time when loading the webpage, I have some inexplainable failures in executing some tasks, e.g ticket resolution, but this is quite rare, most probably a momentary glitch

excellent to manage escalations

Kommentare: complete software to handle It issues
it helps me a lot

Vorteile:

Servicenow is a very good software if we talk about alerts and escalations. i work in the IT area and the way we handle outages, alerts and escalations with this software is very fast and complete

Nachteile:

the software is fine some configurations in my organization itself was not very good but i recomend it 100%

nice product

Kommentare: very useful product

Vorteile:

We used to get tickets for various amends and questions on functionality in mainframe environment. It was difficult to manage all the work manually and it took time to keep all the work in track. After we got the Service now tool it is easy to track the tickets and the section wise option gives to update the necessary fields. It is very user friendly and flexible.

Nachteile:

some time facing problem in back button & redirecting in some other incident which react problem some time.

Decent web-based CRM tool that has so many features, nearly everything is possible.

Kommentare: Better than Parature or SCSM for large-scale case and ticket management, easy to use on the web and options and features are nearly endless.

Vorteile:

Web-based case management makes submitting and reviewing incidents and cases a breeze. Loads quickly without dragging down when working with large cases.

Nachteile:

So many features means groups are going to use much less than they are paying for. Apparently customization is difficult as many pages are left in their default format, not giving customers the clearest idea of what they are asking for.

Awesome SAAS solution for small and large enterprises

Vorteile:

No hardware and hardware maintenance cost, easy to use, easy to customize, less development and support efforts, tons of integration methods and tools = Happy Customer

Nachteile:

Representation of CMDB relationships, help on CMDB, difficult to get reporting on child tables, not very useful help in child tables