All ServiceNow Customer Service Management Reviews
1-25 of 143 Reviews
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Meraz
Verified reviewer
Computer & Network Security, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed September 2022
A Great Tool for all the ITSM needs- One that fits All
We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app configurations. This method has been tried and tested, and it consistently delivers. Top-notch all around; have extensive experience managing Incidents, Problems, Changes, and Catalog Items inside IT Service Management (ITSM) modules.
PROSThe ability to integrate with other applications and personalize the tool for use in ticketing and routing is maybe the most useful feature of ServiceNow. Our day-to-day customer support operations would not be possible without our user-friendly incident management, configuration management, and service documentation.Fast and simple incident reporting, progress tracking, and customer service interaction. ServiceNow is excellent for archiving service documentation; we've catalogued all of our services there, so that when tickets are sent, we can quickly and easily access the relevant knowledge base articles to address the problem.
CONSA lengthy upgrade procedure might be the result of too much modification, but luckily there are many resources available to help you out. Non-IT users may find it challenging to use the site without first receiving etxra training.
Stacey
Verified reviewer
Higher Education, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
2
FUNCTIONALITY
3
Reviewed April 2019
Lot's of features, lot's of complexity.
Works fine if you don't need to do much more than open tickets that are already assigned to you or work with tickets that are assigned to you. Assigning ticket to others in a large organization where you don't know the group they are part of is a struggle. I often know who a ticket should be routed to but our implementation requires specifying the team they are part of as well. Some people are on multiple teams. Searching really needs improvement for users that don't interact heavily with the system.
PROSWorks well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.
CONSComplexity makes simple tasks difficult. Learning curve is steep. For example, performing simple searches is not possible. If I closed out a ticket recently, then I often need to look in the documentation to search for that specific ticket again. highly customizable views allow for tweaking to work with your use habits. Interface needs to be simplified and have common functions more accessible. It may partly be the way this organization has implemented and customized the interface, but it is still not user-friendly.
Colleen
Cosmetics, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
1
FUNCTIONALITY
3
Reviewed 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
Victoria
Verified reviewer
Philanthropy, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed November 2022
Using SNow since 2012
99.9% of the work I do every day is linked to either accessing Service Now or working on data produced by SNow. Using SNow for as long as I have, has made me confident in choosing to continue renewal. I have to admit that licencing model changes and yearly negotiations are painful but that is all part of the environment we work in.
PROSThe fact that the software is widely versatile and scalable for the needs of an organisation. It can use beyond IT but in every department in our organisation as it offers automation of business tasks as well as good reporting and analysis tools. HR processes, Self Service, Approvals, Confidential reporting, schedule reporting and automating routine work, asset management and discovery.
CONSThe fact that I can not imbed linksBut also think is mostly geared to large organisations. I have not found it to be possible for a small company to take advantage of this service (price plan and configuration is beyond the capabilities for a small company to take, which is a shame).
Ravi
Verified reviewer
Financial Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed April 2022
One of the best Ticketing tools available
Covers all ITIl aspects w.r.t incident, problem and change management. It has a very cohensive environment right from when an employee joins the organisation, getting access to applications, performing day to day jobs with tickets, requests, incidents, problems and changes. Given the fact that it also has inbuilt reporting capabilities, this is an absolute must. It's api and backend can be accessed by multiple softwares and applications enhancing the capability to produce visually appealing reports. Admins/engineers/customer service execs can create their own dashboards to monitor their queues efficiently. Inhouse capability to graphically repsent the queue make things easier while distributing work, prioritising work, planning change activities etc...
CONSNone that I know of as yet. Whatever customisations i needed were easily available within the existing module.
Seejal
Biotechnology, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed November 2023
Minimalist and easy to use
Great experience. Easy to use, simple and straightforward. Very less training required as it’s self explanatory.
PROSTicket creation, management and handling. Knowledge base articles are auto suggested using keywords and based on the issue that it detects. Integration with nexthink is seamless.
CONSDashboard is glitchy sometimes and can be better.
Mohamed Saleem
Verified reviewer
Information Technology and Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed September 2023
One of the best in market Ticket management tool
its integration with knowledge to access to previous similar cases and knowledge articles
CONSAs a SAAS service the tool gets slow very often
Fabricio
Verified reviewer
Telecommunications, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
2
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2019
Very Good IT Comunication Tool
The way that users report any failure on the devices in order to get this resolved faster was not the correct one. And we solved this with ServiceNow since their user can report quickly the issue that he is having and also there is a watchlist of available people that can take the case and provide support to the person that is having the issue. Also, there is a really good feature of the tool that makes them different from other solutions in the market.
PROS- Is easy to use for developers and regular users. - There is a good option like the feature that allows you to add people to the watch list so they can check the progress of the status of a ticket even do they are not going to provide support.
CONS- Updates are not good since they made some changes and in some cases impact the way data previously saved on the application. Also, they made some changes in the GUI and some times users complain are related to that there is no a particular option or they are not able to find it now after the upgrade.
Petar
Verified reviewer
Information Technology and Services, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
FUNCTIONALITY
4
Reviewed January 2019
Easy and productive CSM tool
It makes it easy to track customer replies and action any update or development on time whilst allowing for easy SLA tracking and communication with the customers.
PROSPlentiful options when creating your favourites and setting your filtered searches (which are very detailed and precise). Any search can be added to favourites and be easily accessible. User interface is easy to navigate and find the options you're looking for. It uses easy to follow logic and it is very user friendly.
CONSThis is most likely depending on the implementation process and data migration during the integration process, the update field is constantly moving to the next case/incident which makes it hard to track you work at times. Most likely adjustable during implementation process.
Omkar
Business Supplies and Equipment, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2024
Service noe-best ticketing plateform
I am using service now from last two year, i found it very easy comfortable and best application for it ticket and incident management.
PROSI like service now ticketing tool like categorised ricketing environment, proper work not addition and multiple types of ticket.
CONSNothing to be disliked in service now it is best used by industries for ticketing purpose and solving customer queries.
Rennie
1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed October 2018
ServiceNow is premier and get better with every release
Overall an excellent product.
PROSHighly scalable and provides modular solutions for implementing service based best practices across the enterprise. Initially focused on ITIL it has expanded to include ITOM, ITSM, and ITBM functions. Out of the box solutions for other areas of the enterprise including HR, Security, Governance, Finance, and CSR. The platform itself allows development using standard web technologies and programming skills and they offer a vast documentation library and vibrant community of developers and users. Their support is top notch and they are always quick to respond.
CONSTheir pricing model is complex and unwieldy. It can be very hard to determine which features you actually have access to. Some of the features which seem like they should be part of the base product functionality are split into sub-modules at additional cost. This can give the impression that you are being nickeled and dimed for every little feature. Inquiring about instance capabilities of technical staff is always referred to your sales rep. Early adopters who did a lot of customization can find themselves in a lot technical debt prior to ServiceNow’s current guidance of best practices. Some of the earlier product design decisions have sometimes forced compromises to be implemented for product growth. This can create some ambiguous methods non-intuitive workarounds to be employed in development. Their documentation can be somewhat sparse on examples or use cases for particular API or feature specific applications. Finally, since the product can become the core of so many areas of the enterprise, it can require quite a large investment in support resources and it requires these resources to understand SaaS management differences vs traditional application support development.
Alejandro
Computer Software, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2017
Service Now, the one that gathers them all
We've been working along with servicenow for several years and we have more and more success digital transformations stories by building business improvement strategies upon the Servicenow Platform
PROSServiceNow is a Service Management Platform, ranked by Gartner just as the #1 in the global market of digital service management platforms. Easy to use, deep dive, almost boundaryless ServiceNow software integrates a strong and robust collaborative service management engine, that allows almost all kind of organizations, no matter the economic sector, to optimize and automate any business and IT service through a full function collaborative tool set, such as Asset Discovery, service catalog, business rules definition, SLA's and analytics easy-to-build dashboards, not to mention the application development capabilities which stands as the ServiceNow main differentiators.
CONSAs any technology solutions, there is and will be room for improvement, starting with more built-in integration capabilities in order to simplify more complex implementations.
Ramasundaram
Information Technology and Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2023
Service Now improves issue tracking
Great experience using Service now tool. Moved from HP product to SN
PROSIntegration with other build in like Slack and other communication tools. Easy to operate and quick to learn
CONSRunning reports need to be more customisable.
Arpan
Hospital & Health Care, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2018
A powerful CRM containing tons of features.
- Highly customizable, extendable, and flexible according to one's needs. - Constantly evolving and improving with two new releases per year. - Contains everything which a CRM should have!
CONS- Contains synchronous JavaScript requests which causes web pages to get stuck, disabling any actions on the webpage while the request is active. Sometimes, a page needs to be reloaded to make it work again. - Many features (for instance: Reporting) require training first before a user can start using them. This process can be cumbersome for an average user if training resources are not available. - Expensive as compared to other CRMs (for e.g. SalesForce).
pratik
Computer Software, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed October 2018
An awesome saas and paas application
It’s an very demanding cloud platform. They also offers you to provide various commercial scope application platform as well.
PROS1) An awesome application as Saas and Paas as well, Good inerface, user friendly and easy to use. 2) Due to backend code in jaava and JavaScript it is very flexible. 3) Cloude data and services is simply awesome. 4) The best thing is its also supports to integrate autoCAD as well.
CONS1) To implement discovery tool for automatic cmdb population have some hogh cost concern. 2) When you using a UI action which has script inside it freezes the screen. 3) Upgrade to an instance will become quite hectic.
dakshina singh
Information Technology and Services, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2022
ServiceNow Customer Service Management- Review
The most impactful feature of it is customer ticketing management. The way it is designed makes it very easy to work with customer and internal team at the same time. The flow is designed very user-friendly and easy to use.
CONSThe least I like about the servicenow is the performance issue sometimes. It gives problem when you start multiple sessions at a time and when you are working on multiple tickets with the customer, it is obvious that multiple sessions will be started.
Anonymous
10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2019
Great for IT Technicians
Use this software from the in my shift from 8am - 5pm. This is my main tool to perform my job and have had hardly any issues with it. Very user friendly.
PROSEasily able to manage tickets placed by the customer. awesome search capabilities when looking for something specific about a customer. Able to tracks assets, user information. The ability to customize the UI for your needs
CONSThe software can be a bit slow. The mobile version of the application is a bit slow as well, not sure if this is due to how our organization has it setup.
Anonymous
5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed August 2019
The best platform for Service Management
you can customize everything you can change the OOTB version of the portal as you like with programming (in other softwares you have constraints due to the OOTB version) The cloud allow you to easily access it everywhere and everytime; there is also an App
CONSCost, maybe if you are a small company you don't need that App to be improved Few OOTB customizations in front end; you need to change the code to customize the portal
Reason for choosing ServiceNow Customer Service Management
If the company owns the ITSM solution, having an integrated solution for Customer Management in the same platform can contribute to standardize processes.
Naod
Information Technology and Services, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2023
Great Tool for Ticketing System
I've been using this tool for more than a year, and it's my personal gear for my day-to-day activity.I'll recommend to anyone who needs proper management of customer ticket for a great work flow.
PROSIt's very useful to follow up your customer tickets, timely updates and Save in the knowledge article the action taken for troubleshooting resolved issues.
CONSSince it's already integrated with my company, I don't find any difficulties in working with its integrations.It has lots of features to be functional, so I'll update my review if I find any cons or improvement point down the road.
Anonymous
10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed April 2019
Perfect for tracking our customer interactions
Like all ServiceNow modules, the more pieces you buy, the more you gain, this is no different. The customer service management module was a valuable addition to our Incident Management purchase as it ties back to our end user population from a tracking standpoint
CONSany customization out of the box requires expensive Servicenow or 3rd party assistance to execute. We're trying to keep it as vanilla flavored as possible.
Mitch
Accounting, 10,000+ employees
Used daily for less than 12 months
OVERALL RATING:
2
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed June 2018
ServiceNOW does not live up to the promises it makes
my department has been using Service Now for almost a year and I have to say it is without a doubt the worst implementation I have ever been through. We were told that SN was "revolutionary" and "World Class". One year later here is a small list of the problems we still have - unreliable and untrustworthy reporting - we have yet to be told the advantages of using catalog request vs Incidents - unwieldy interface that adds significant time to customer service - unable to create meaningful dashboards
PROS-in app email capability with notification of response - allows cut and paste - Knowledge system is easy to access and edit
CONS- no product support to company I work for - no SME's that can be contacted - no ability to have email quick parts - Search function is slow and and inefficient - changes to service catalog take way too long
Emogene
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2018
Implemented CRM across 44 countries in 4 languages
Replaced Remedy in les than 1 year
PROSThe out of the box config approach allowed us to design from a green field approach, no heavy detail requirements, kept thing light and flexible
CONSService now has an aggressive release Schedule that was hard for a large fortune 50 company to keep up with, while it is a best practice - hard for our culture to process.
Anonymous
10,000+ employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed February 2022
Overall it’s good and better
Overall it’s better and suitable for mid level businesses
PROSDaily using this for logging tickets and updating the flow and found it much better not best than other software Easy to navigate for simply tracking or logging tickets and passing it on to other team with comments New team members were able to learn it quickly with the help of documentation/articles which we can found easily in help and the design is user friendly from navigation point of view
CONSImprovement is required in terms of performance as it gets stuck most of the time doing search for any member outside of our group or closed ticket
Alicia
Information Technology and Services, 201-500 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed October 2020
ServiceNow Has Great Capabilities, but Requires Lots of Training to Use
ServiceNow provides an efficient case management system that can be used across multiple tiers.
PROSI like the built in features like SLA notifications, visibility into who completed each action on a case and tge dashboard to easily see what needs to be worked on. I know this will bring up future opportunities for efficiency that we never had with our prior case management system.
CONSSearching for a specific item can be a little hard. Maybe I just need more training on how to do this.
George
Venture Capital & Private Equity, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
FUNCTIONALITY
3
Reviewed January 2021
Decent customer service management software
I am just one of the thousands uses in the corporation, compare to service center, this is much more easy to use.
PROSthe searching functionality in the software is very powerful, I deal with a lot of tickets on my job, and it is important to be able to find the ticket I need quickly.
CONSit becomes slow when the software is heavily populated with tons of data, performance tuning is key for the sustainability of the on-going usage of the software.