I used ServiceNow daily, almost hourly to be honest, as a Level 2 Desktop Support Agent. It replaced vFire which was getting slow and agonizing to work with. Tickets would come in and we would perform the work and move the ticket along and/or close it altogether depending on the job. I liked using it and felt it was very robust and powerful while still being nimble and problem free.

ServiceNow is fast and issue free so long as it's setup correctly. The interface is simple and easy to understand. The learning curve, unlike older software, is practically nonexistent.

Sometimes tasks can have subtasks that are nested so deeply that they can be missed on first glance. I wish the software had a simpler nesting system.

ServiceNow is the leading ITSM tool in the market. It offers a comprehensive range of features and capabilities that can meet any business needs. It is constantly updated with new versions that bring more innovation and value to its customers.

ServiceNow is not a cheap option when it comes to ITSM tools. It can be a significant expense for organizations that have limited budgets and need quick results. ServiceNow requires a long implementation process that involves multiple stages and customizations. It also demands a dedicated staff member to maintain and manage the tool effectively.

How easy it is to split tasks among other team members when your department may not be the core department.

This is a very difficult piece of software to use, to be fair. Compared to competitors, there seems to be a lot that can be done in this but there's a very real requirement in training involved. When we were set up with this product, we hardly received that. It made the implementation rocky, at best.

On a daily basis, we had to pull a lot of reports and create graphs for the same. With Service-Now, it's very easy. We have saved all the filters and created a dashboard on Service Now. Now, we have shared the link to the dashboard to the client and all our work is taken care by the tool. Relative time period is one top-notch filter, which has drastically reduced the time we were spending on creating the reports. It would take close to 4hrs to pull them and draft it for the client. Now, Service Now is doing the job and that 4hrs are saved for us.

The best thing about Service Now is the way we can handle all data and reports directly on the tool. It is really well designed in getting approvals and assigning tickets. We can also set the ticket assignment groups based on certain rules or configuration items, that really saves us a lot of time. It is user - friendly too. Very easy to navigate and also has some built in buttons that are really useful.

Not a major flaw, but if it can create aging tickets report in the form of a pivot table, then there is nothing to beat this tool. We really don't need to rely on excel if we can integrate some into the reporting feature on service now.

Our distributed crew was able to get together and focus on a single source of information. Now that all incidences are being recorded in one place, we have more insight into how things are progressing.

Thanks to ServiceNow, our processes are much more streamlined. Assisted in creating a streamlined operation. Our remote team's efficiency increased once we established a central hub where everyone could access the same, reliable information.

There is some lag time when utilizing the dashboard, but I'm sure this will be addressed in a future update. In addition, I think the report function may use some tweaks.

its all good, the best ticketing software for me. also Jira

Everything, I love ServiceNow. I used it in 4 different IT BPO companies here in the Philippines.Integration to other systems is really good and helpful.

I can't think of any Cons using ServiceNow, it really depends on the Management or Admin that handles ServiceNow. some management can't utilize ServiceNow's great features.

Awesome. Couldnt imagine any other tool doing the same stuff for you so easily.

User Interface is very smooth , lot of features , lot of options to configure

Sometimes apolit for too many features . Need some time to get used to all the funstionalities

Ease of use for end user, email integrations, assigning tickets to person or team. Lots of integration and automation or selfservice options.

There is a learning curve in searching/filtering tickets for the ticket handlers or IT admins / service managers. But it's manageable. And end users don't see that side, for them the experience is very streamlined.

It is easy to use, and you can custom your views

Sometimes it is really slow when you click on a link

Ability to get queued to the correct department, and attach all the needed text/files

A more modern/compact page for easier navigation

New to the tool but very excited.

Tool is very in demand and resources do not need much training. Easy to setup as many companies offer the setup packages.

Integrating various things is tough as it need the requirements from customer.

From perspective of a Service Desk Agent, Service Now is a solid ticketing tool with lots of customization and integration options, and decent monitoring capabilities. With regard to reporting - it is no match for an Excel spreadsheet, but the option "Export to Excel" is available in any report table :)

Customization options and integration with with other tools (Nagios) as well as separate instances of Snow. As an example: one of our customers is running their own instance of Service Now. Their users interact with their own instance of Snow: log incidents, create service requests, receive and respond to mail communication. Snow objects from customer instance are then bridged (synced) into our instance of Snow, where they are actioned by fulfillers. User communication, ticket status etc. are then bridged (synced) back into customer instance of snow and reach final users.

There is a learning curve for agents coming from other ticketing tools as well as for new joiners - which is expected. A lot of user guide/process information is openly available, however not all the options described (especially reporting) are available in the version currently deployed by the company, which leads to some areas of tribal knowledge.

Search feature is very powerful and easy to use as it is globalized search. Allows me to see the ticket distribution across my teammates. Supports customization of the change management process.

The frontend design looks a bit old and not much attractive to me personally. Also it is little bit costly. Apart from these 2 things, everything else seems great about ServiceNow.

This feature is very very impactful in day-to-day IT business. From incident management to customer engagement, it provides end-to-end solutions. You have multiple options to display your data in graphical or list formats. It gives multiple filters to generate effective reports. It provides a very easy and feasible way to onboard the users and manage the customer accounts and their cases. Our IT department uses ServiceNow helpdesk services to manage the employee data. The support features from ServiceNow makes it easy.

I do have a few things in mind that ServiceNow can upgrade: 1. They should give the option to edit the comments we make on cases/incidents/changes etc. 2. They should provide the option to perform the search specifically on comments and it should be optimised. 3. There should be option for grid view instead of list view, such that user can go to the next case or incident and update them side-by-side. Currently if we filter out 10 cases, we have to open them all in separate tab to work on it. It should be managiable using same tab only.

Great ITSM management through Service now product

Service now is part and parcel of our ITSM system over the years. We have migrated from other vendors to Service now.Its very critical for IT enterprise to handle incidents, requests and to daily business as usual activities .Its also Critical for reporting metrics to management on a periodic basis. Service now also provides robust usage through Service now anywhere web interface. It just provides ease of use anywhere in a remote work setup for the larger team.

Service now customer support can be improved.

For me it very good, specially the change.very easy to create change and follow up with the different parties.

Amazing tool for change incident and CMDB management. I am using this tool for change and incident and I found it best among the tools I used. Design the too the way you want. Very simple user interface and make process very easy. With any experience user can use this tool

Nothing as I am aware of as for me this is best and the way service now is improving , I have nothing what I can this as an improvement.

My overall experience has been very good. It is a one stop solution for managing your IT requirements and is pretty much structured. users get real time updates on the service now requests and it keeps track of all the past requests raised by the users. We used it for a our requirements ranging from a very simple password reset for an application to installing a new application altogether.

The best part that I like the most about Service Now is it's completely automated. We have used this tool for IT management whereby anything related to raising a request for a hardware or a software installation requirement would be logged on Service Now. The logging process is pretty simple and once logged this will create a notification for the supervisor to review and approve.

In the past, we have had challenges in re-opening the service now tickets once they were closed in error. This led to a number of internal complaints as we had to requests the users to open new tickets for the same request.

Overall, ServiceNow is a powerful software solution that can help businesses manage and optimize a wide range of business processes. Its customizable features and advanced security measures make it a valuable tool for improving efficiency and protecting sensitive data. However, its cost and complexity may be drawbacks for some users

ServiceNow offers a wide range of features, including IT service management, HR management, and customer service management and many more. Investing in ServiceNow has been a great value to our company. ServiceNow offers customizable options that allow businesses to tailor the solution to their specific needs. Also, ServiceNow includes advanced security measures to ensure that sensitive data remains protected at all times.

Lack of tutorials. Some users have informed us that ServiceNow is kind of complex and overwhelming, especially if they are not familiar with similar software solutions.

- The overall experience with ServiceNow is excellent for various business use-cases and functional use-cases

- The most critical feature of the ServiceNow feature is, the customizations that we can make to the tool for ticketing purposes, routing purposes and integrate other applications for business flow to seamlessly work. - The UI of the tool is very intuitive and self-understandable for any user to quickly navigate without any confusion - The OOB features available for this tool are wide-range and can be leveraged for various business use-cases

- The ServiceNow team can include more customizations and OOB integrations to avoid any over-head for the customers to implement themselves in-house - The support can be more helpful and available at all times in blocker issues

it is a good ticketing tool, will help in any help desk to to the job in a professional way, with fast results that you can check with reports, the track of the records of the users makes easy to be able to found issues and patterns. From all the ticketing tools that I´ve ever used, Service Now is my favorite.

it was simple to understand , easy to use, the interface is not just squares with information that makes you feel super bored. you can customize your own interface with colors, that makes you to feel more comfortable with the screen with a tool that you use 8 hours a day. the functions are designed for you to be able to extract information needed for planning, the reports are accurate.

That when a new feature need to be adapted for a project specific can take some time before the implementation of it

Overall experience is good and we have mapped our multiple application with servicenow through which we are enabled the auto ticketing and monitoring the applications.

-You can create multiple dashboards.-Customized chat integration.-customization capabilities.-inbuilt plugins to integrate the 3rd party applications.-Report customization facility.- Work flow customization.

-Due to lots of module, Sometime its confusing to select the particular module.-Page loading took time.- Implementation took time and required ServiceNow expert to implement.

Generally it is a good system. If an organisation is coming from a manual way of service management they can adopt it.

The product did not change the way we have been conducting business but it made it easier. It is easy to follow through requests and incidents in the system rather than manually following. The system removes geographical boundaries as you can escalate an issue which can be resolved in a short time by someone in a different location. You can have a reports which can inform you on strategic decisions. For example you can realise you need more human resource from the reports

It needs to add some component of AI where a bot can assist other users on some of the petty frequent similar request

Future rich, easy to use, great tracking and logs

It requires a dedicated team to be implemented efficiently , high costs, but overall it is worth it

Great experience

This is one of the great product available in the market. Cannot compare some of the other products. One suite for all. Love this product

Adding each module is very expensive. Small companies cannot afford