ServiceNow Knowledge Management

ServiceNow Knowledge Management

von ServiceNow

Wer verwendet ServiceNow Knowledge Management?

Wissenserfassungslösung für alle Unternehmen mit Funktionen wie Einrichtung mit Anleitung, Analyse und Dashboards, Artikelversionierung, angepasster Suche und Gruppenverantwortung.

Was ist ServiceNow Knowledge Management?

Wissensmanagement-Tool, das Wissen aus dem gesamten Unternehmen durch Gruppenverantwortlichkeiten, Abonnements und Arbeitsabläufe erfasst.

ServiceNow Knowledge Management – Details

ServiceNow

http://www.servicenow.com

Gegründet 2003

ServiceNow Knowledge Management – Kostenübersicht

ServiceNow Knowledge Management bietet keine Gratisversion und keine kostenlose Testversion.

Kostenlose Version

Nein

Gratis Testen

Nein

Einsatz

Cloud, SaaS, Web

ServiceNow Knowledge Management Funktionen

Wissensmanagement Software
Content-Management
Diskussionsforum
Entscheidungsbaum
Katalogisierung / Kategorisierung
Kollaboration
Self-Service Portal
Volltextsuche
Wissensbasis-Management

ServiceNow Knowledge Management – Nutzerbewertungen

Zeigt 5 von 19 Nutzerbewertungen

Gesamt
4,6/5
Benutzerfreundlichkeit
4,3/5
Kundenservice
4,5/5
Funktionen
4,7/5
Preis-Leistungs-Verhältnis
4,1/5
Marlone F.
Help Desk
Informationstechnologie & -dienste, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    3/5
  • Eigenschaften & Funktionalitäten
    5/5
  • Kundenbetreuung
    4/5
  • Preis-Leistungs-Verhältnis
    5/5
  • Wahrscheinlichkeit der Weiterempfehlung
    8/10
  • Quelle des Nutzers 
  • Bewertet am 5.12.2019

"Service Now is both learning-curve and feature heavy"

Kommentare: Service Now allows us to precisely itemize issues we see at the help desk and report back more efficiently and accurately.

Vorteile: Service Now is truly a robust, fully featured managed solution, in the mold of Joomla. It has more bells and whistles than can be absorbed in one sitting, and can truly revolutionize a companies reporting and data collection.

Nachteile: The platform is NOT novice friendly. It has a complexity that does not lend itself to weekend-warriors. Training and support is highly recommended for mastery.

  • Quelle des Nutzers 
  • Bewertet am 5.12.2019
Siva K.
Applications Manager
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    4/5
  • Benutzerfreundlichkeit
    4/5
  • Eigenschaften & Funktionalitäten
    5/5
  • Kundenbetreuung
    4/5
  • Preis-Leistungs-Verhältnis
    5/5
  • Wahrscheinlichkeit der Weiterempfehlung
    9/10
  • Quelle des Nutzers 
  • Bewertet am 30.4.2018

"Self Service Knowledge Management par excellence"

Vorteile: I manage an IT Support team.With the ServiceNow knowledge management we reduced the number of IT tickets by 30 percent. Each time IT helpdesk resolves a ticket, we publish the solution on ServiceNow Knowledge Management. We provide the error codes, keywords in the article, such that when an end user searches for it, the solution is displayed readily saving time and effort.
We spent good time in publishing the solutions for frequent issues on this tool and users started to resolve the issues themselves by following the published solutions. This tool has increased customer satisfaction and saved money.
Before this tool, Helpdesk team was dependent on one person for everything as this person has all the knowledge. As we documented most of the issues and their solutions, the knowledge got democratized and person dependency and risk reduced. Instead of firefighting frequent issues, our helpdesk got time to do root cause analysis for complex issues and find solutions.

Nachteile: The product can be more user friendly and intuitive. Knowledge can be organized in a better way. Tool can be made faster.

  • Quelle des Nutzers 
  • Bewertet am 30.4.2018
Verifizierter Rezensent
Sr. IT Analyst
Finanzdienstleistungen, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    3/5
  • Benutzerfreundlichkeit
    3/5
  • Eigenschaften & Funktionalitäten
    3/5
  • Kundenbetreuung
    3/5
  • Preis-Leistungs-Verhältnis
    2/5
  • Wahrscheinlichkeit der Weiterempfehlung
    5/10
  • Quelle des Nutzers 
  • Bewertet am 29.7.2019

"Decent Product but not outstanding"

Kommentare: It's true that this product helped lowering the Helpdesk call volume, it is what this product supposed to be and it is working as designed. However, I don't see this one particularly better than it's competitors. if your firm is a heaving ServiceNow clients, of course, you won't skip this module. Performance is an issue that need to be improved.

Vorteile: - It does what a knowledge management supposed to be doing .
- integrated with other ServiceNow modules well
- with the help of this product, it did lower the helpdesk call volume.

Nachteile: - pricey product and some implementation effort require
- it's not a very very user friendly product. It's decent, but not great
- Performance is an issue as with other ServiceNow modules.

  • Quelle des Nutzers 
  • Bewertet am 29.7.2019
Duaha L.
IT Field Service Technician
Erneuerbare Energien & Umwelt, 10.001+ 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 29.1.2019

"Service Now Review"

Kommentare: All I can say is, I really enjoyed ServiceNow. Definitely recommended.

Vorteile: I really enjoyed the fact that KB articles could be shared globally. I have created a handful of them that were used all across EMEA as well as the US. I also really like how closing out a ticket can automatically open another for different teams. For example, when the Security team closes out of their account creation ticket, it opens another for the hardware team to build the user's computer and once that's closed it will open another to deploy the equipment. It keeps the workflowing moving until everything is complete.

Nachteile: I don't think there were any cons I found about ServiceNow. I have now moved to a new workplace and have tried to propose to them the benefits of implementing ServiceNow to our Foundation, however we are nonprofit and do not have the budget for ServiceNow.

  • Quelle des Nutzers 
  • Bewertet am 29.1.2019
Peter T.
Programmer
Informationstechnologie & -dienste, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    4/5
  • Benutzerfreundlichkeit
    4/5
  • Eigenschaften & Funktionalitäten
    5/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    Nicht bewertet
  • Wahrscheinlichkeit der Weiterempfehlung
    8/10
  • Quelle des Nutzers 
  • Bewertet am 12.3.2019

"ServiceNow is a great platform for keeping track of everything"

Kommentare: ServiceNow has been a great tool for tracking all the components of ITIL for our Managed Services practice.

Vorteile: With ServiceNow nothing ever disappears and the workflows for getting routing work done are great. Knowing that everyone in my company pretty much intuitively knows how to use ServiceNow helps a lot because we don't have to ask routine questions that we can just look up ourselves.

Nachteile: Some of the custom features seem to get harder to maintain and become crustier with time.
Because of the cost and effort to implement, as a programmer, I'm kind of stuck using the old SDLC module instead of purpose built software.

  • Quelle des Nutzers 
  • Bewertet am 12.3.2019