



Dashboard




Supported Operating System(s):
Web browser (OS agnostic)About ServiceNow
ServiceNow is an IT service management solution that provides asset management, change and release management, incident management, IT cost management and problem management. It caters to various industries, including financial services, healthcare, higher education, life sciences and the public sector.
ServiceNow provides a self-service portal that lets users report and resolve issues and track progress. The system can also track financial, contractual and inventory details relating to hardware, software and virtual infrastructure.
This solution offers a change calendar, impact calculator and collision detector for evaluating risks related to changes in IT configuration.
With ServiceNow’s incident management capabilities, IT departments...
Dashboard
Supported Operating System(s):
Web browser (OS agnostic)Average User Ratings
Overall
Ease-of-use
4.0
Value for money
4.0
Customer support
4.0
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
July 2019
Jason from Netsmart
Company Size: 1,001-5,000 employees
Industry: Computer Software
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
4.0
Functionality
4.0
July 2019
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.
Reasons for Switching to ServiceNow
Salesforce has too much information that needs to be entered on each ticket. The attraction of ServiceNow is that it is simple and easy to use.
February 2020
Ryan from Inmarsat
Company Size: 1,001-5,000 employees
Industry: Telecommunications
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
3.0
Customer support
4.0
Functionality
5.0
February 2020
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.
Reasons for Switching to ServiceNow
Dynamics was unable to handle the level of customization required for our business.
January 2019
Colleen from JAFRA Cosmetics
Company Size: 51-200 employees
Industry: Cosmetics
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
1.0
Functionality
3.0
January 2019
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
November 2020
Anonymous
Company Size: 501-1,000 employees
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
3.0
Value for money
3.0
Customer support
3.0
Functionality
3.0
November 2020
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
Reasons for Switching to ServiceNow
Zendesk has a better UI and it tracks the progress of the issue better and in a systematic way so that the ticket quality can be maintained.
November 2019
Libby from Huntington
Company Size: 10,000+ employees
Industry: Information Technology and Services
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
3.0
Value for money
3.0
Customer support
4.0
Functionality
4.0
November 2019
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