ServiceNow Customer Service Management Software

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ServiceNow Customer Service Management Software

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FrontRunners 2021

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About ServiceNow Customer Service Management

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 can capture incid...
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ServiceNow Customer Service Management User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4

Value for money

4

Customer support

4

Functionality

4.5

Showing 1 - 5 of 112 reviews

User Profile

Jason

Verified reviewer

Company size: 1,001-5,000 employees

Industry: Computer Software

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
4

Value for money

out of 5
4

Customer support

out of 5
4

Functionality

out of 5

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 Customer Service Management

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.

Ryan

Company size: 1,001-5,000 employees

Industry: Telecommunications

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
4

Ease-of-use

out of 5
3

Value for money

out of 5
4

Customer support

out of 5
5

Functionality

out of 5

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 Customer Service Management

Dynamics was unable to handle the level of customization required for our business.

Colleen

Company size: 51-200 employees

Industry: Cosmetics

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
1

Ease-of-use

out of 5
3

Functionality

out of 5

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

Anonymous

Company size: 501-1,000 employees

Time used: Less than 12 months

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
3

Ease-of-use

out of 5
3

Value for money

out of 5
3

Customer support

out of 5
3

Functionality

out of 5

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 Customer Service Management

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.

User Profile

Stacey

Verified reviewer

Company size: 1,001-5,000 employees

Industry: Higher Education

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
2

Ease-of-use

out of 5
3

Functionality

out of 5

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.

Pros

Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.

Cons

Complexity 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.

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