ServiceNow Problem Management

ServiceNow Problem Management

von ServiceNow

Was ist ServiceNow Problem Management?

Minimiere die geschäftlichen Auswirkungen von Serviceunterbrechungen und verhindere zukünftige Störungen. Untersuche die Ursache eines Vorfalls durch strukturierte Problemanalyse und dokumentiere dann Lösungen und Problemumgehungen in der Wissensdatenbank.

ServiceNow Problem Management – Details

ServiceNow

http://www.servicenow.com

Gegründet 2003

ServiceNow Problem Management – Kostenübersicht

ServiceNow Problem Management bietet keine kostenlose Testversion.

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Gratis Testen

Nein

ServiceNow Problem Management Funktionen

IT-Management-Software

Der Softwareanbieter hat diese Information nicht vervollständigt.

ServiceNow Problem Management – Nutzerbewertungen

Zeigt 5 von 35 Nutzerbewertungen

Gesamt
4,3/5
Benutzerfreundlichkeit
3,9/5
Kundenservice
4,2/5
Funktionen
4,3/5
Preis-Leistungs-Verhältnis
4,1/5
Antonio A.
ITSM Specialist
13-50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    5/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    5/5
  • Wahrscheinlichkeit der Weiterempfehlung
    10/10
  • Quelle des Nutzers 
  • Bewertet am 5.3.2018

"ServiceNow CSA CIS"

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.

  • Quelle des Nutzers 
  • Bewertet am 5.3.2018
Jim D.
Project Manager
Informationstechnologie & -dienste, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    5/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    5/5
  • Wahrscheinlichkeit der Weiterempfehlung
    10/10
  • Quelle des Nutzers 
  • Bewertet am 9.1.2018

"Workflow friendly interface"

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.

  • Quelle des Nutzers 
  • Bewertet am 9.1.2018
Verifizierter Rezensent
Web Content Specialist
51-200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
  • Gesamtbewertung
    3/5
  • Benutzerfreundlichkeit
    2/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    3/5
  • Preis-Leistungs-Verhältnis
    2/5
  • Wahrscheinlichkeit der Weiterempfehlung
    1/10
  • Quelle des Nutzers 
  • Bewertet am 31.7.2018

"Overengineered for a ticketing and incident reporting system"

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.

  • Quelle des Nutzers 
  • Bewertet am 31.7.2018
Verifizierter Rezensent
Sr. IT Analyst
Finanzdienstleistungen, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    4/5
  • Benutzerfreundlichkeit
    3/5
  • Eigenschaften & Funktionalitäten
    5/5
  • Kundenbetreuung
    4/5
  • Preis-Leistungs-Verhältnis
    4/5
  • Wahrscheinlichkeit der Weiterempfehlung
    7/10
  • Quelle des Nutzers 
  • Bewertet am 29.7.2019

"Great ITIL software but performance is a huge issue"

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.

  • Quelle des Nutzers 
  • Bewertet am 29.7.2019
Rites G.
Consultant
Informationstechnologie & -dienste, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    4/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    4/5
  • Wahrscheinlichkeit der Weiterempfehlung
    8/10
  • Quelle des Nutzers 
  • Bewertet am 8.8.2019

"Review for Servicenow"

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

  • Quelle des Nutzers 
  • Bewertet am 8.8.2019