Service Now is a powerful system that allows multiple users in a very comprehensive help-desk ticketing environment. Easy searches of archives help to identify service needs and trends. Intuitive data-entry.

My least favorite part is the reporting structure. It is not intuitive at all and less experienced users have difficulty capturing needed data.

Overall I enjoy using ServiceNow and think that it has far more capabilities than my company has began to touch.

We use ServiceNow as a non call center service center model for Human Resources. We serve over 20 hospitals and it is a great tool for communicating with employees regarding their HR needs. I like that I can search for open or closed tickets fairly easily. The work notes in our set up area also great for others to follow your progress without the employee seeing all of the details.

There can be a barrier with your client or in my case employee if they have trouble following instructions for setting up their ServiceNow format. I also found it extremely hard to set up my personal dashboard. However, once it was set up it was very useful.

It is a love hate relationship. It can be daunting but it does work.

ServiceNow serves as a problem/issue tracking system for our IT department. It has been configured to address most issues. It is customized to aid with the user experience and makes it easy for them to report problems. As someone who also is tagged to address problems, I can easily find who, what, and when. Our team has a group the uses Tableau to supplement the reporting aspects. I like it because it helps me show my value each week.

It does become daunting for the user to navigate the systems only to find that their exact problem is not listed. Many of our user communities avoid using it as much as possible. It can be so customized that it is hard to maintain. There are times I struggle with the product due to its lack of intuitiveness.

With the feature that you can involve your peers in the same ticket is great, together work in the same ticket to resolve the issue ASAP, good software to provide a very good customer experience.

ServiceNow helped us to resolve several outages in my daily work, you go from a medium priority ticket to a high priority ticket in seconds, at the same time keep contact with your coworkers who are also involved and can work in the same ticket together

Recommended, I did not found any issues with this software in the time I used it. I just changed of department I don't use it any more

my work uses it and i have no choice and got very little training on it

not much needs to give training and make doing things easier. most of the team had to learn by playing with it

so many things to do to close tickets out or create one get lost trying to find what you need unless you have a shortcut or set as a favorite

Overall easy to use. Integrates well with overall hr software ert

Hard to find the attachment button. Sometimes I feel I need to submit a ticket and then reply with the attachment