ServiceNow A Great Piece of Software

We use it to enter tickets for clients experiencing issues with our software. I use it on a daily basis to log these tickets and to keep records of issues that are clients experience.

Pros

This software is very easy to use and is extremely user-friendly. I love that it is very customizable and can be tailored to any buisness model.

Cons

There are times that it can be slow when trying to interact with some of the dashboards.

Complete Package

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.

Pros

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

Cons

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.

Horrible customer experience

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.

Pros

-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

Cons

-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

A good ticketing tool with lot of options to develop

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

Pros

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

Cons

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

Great use for portfolio management

I have worked with the tool in portfolio and release management specs.

Pros

Great tool for portfolio management. Give all roles a place to see progress of a project and transparent to business.

Cons

Tool isnt great for release management. Approvals and and requirements do not fit agile methodology and isnt easily removed