Avaliações do ServiceNow

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.

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.

I love that this software was customizable and rolled out in a way that helps us sort, apply, escalate and input so many new incidents in easy and understandable fashion. There are so many data points for it to collect some valuable behind the scenes data as well.

It seems that implementing some of the things you'd want in it will take a lot of time to customize options, and add features that tie in to other services your organization might use.

The software captures so many data points, therefore analytics and reporting present valuable information.

There are so many product areas that is can be hard to navigate, especially for areas that are not frequented often.

Loved Service Now! This made managing our help desk easy and our tech were able to work efficiently and effectively. The interface is VERY easy to read and user friendly. The application has so many different functionalities like: Knowledge base, Equipment tracking, RMA, chat, etc. I even enjoyed the Mobile App!

I wish there were different/more theme colors you could customize/choose from. Also the mobile app was complicated setting up.

I like service now because it's very minimal and direct, and time wasn't wasted on designing a pretty interface. we use it for ticket management, both for sending out tickets to other teams, and then also tracking our workflow. I find it incredibly helpful to be able to track all stages of my work, and don't think I could do my job without it.

It's a little clunky. It's not as intuitive as other options. But I feel as though the functionality, if you have a team dedicated to setting it up for your needs, is incredibly useful and will greatly help in the long run.

The most advanced and easy to use software for all Service management needs.

The cost is going high and becoming heavy software which might be a differentiator for the future

one stop shop for all type of tickets, easy to use, fast to search

Performance need to be tuned a little more

We use ServiceNow to handle all our IT requests for different departments. This is one of our main tools to handle and schedule change requests, tackle incidents, tasks and any other problems we run into.

Learning how to do proper filtering can be a bit of a learning curve and could use some improvements to be a little more user friendly.

ITIL based
Service Portal (Self Service Portal for quick searches spanning instance or specific areas)
Knowledge Base (despite that not being checked in the available features)
Full Service Management solution for the ENTIRE organization
Strong Workflow engine
Visible Table structures for clean data flows
Extremely customizable (Forms, Fields, Tables, Applications, Portal, Workflow, Knowledge Base, etc...)
Best in the business system architecture (fully redundant instances)
HI Administration portal and ServiceNow support are top notch
Service Now community is extremely active
Docs site (formerly wiki) well updated and complete.
Great organization and User groups
You get a cake upon launch!
Extensive Integration capabilities

Cost
Some out-of-box examples really don't match up to any organizations needs and leave you wanting more
Email rules are more complex than they need to be (some of this can be mitigated by free add-ons like Postmaster)
Configuration can sometimes be limited and requires some Javascript to get past basics
Mid Servers for integrations can be more work to maintain than desired

I have been avid ITIL practitioner and have been using various products in various companies of my job experience. ServiceNow supports ITIL processes completely and most efficiently where there are minor drawbacks. The level of compromise required to enable processes efficiently is less as compared to Remedy and HPSM. Service Now has harnessed the power of virtual assistants which is yet being explored by other companies. The ease of set-up and manageability makes configuration of ServiceNow a cake-walk.

If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process. Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects. integration with risk management could have been made simpler to show the mapping of technical risks to business risks.

Its easy to use, highly customizable on the end user end, and stable. I like that I can make my dashboard look how I want it, and use the format that makes the most sense to me. The admin on the back end has set up some great workflows that allow a single request to be used to do multiple things. Imagine a single ticket to onboard a user, that requests their cubicle from Facilities, thear computer from IT, and their phone from Telecom!

Configuration items. The way our implementation is configured, you need a valid CI to close the ticket. If an item is not in your CMDB, you have to get an admin to add the CI so you can close a ticket. KEEP IN MIND, this is just our implementation and config, and they are working on a solution to allow end users to apply a new CI, this is just OUR temporary growing pain.

This tool is very flexible and allows even Business Users to configure processes and worfkflows.

The license is rather difficult to understand and must be re-considered over time.

The ease in which it kept track and managed IT ticket requests. You could easily see the queue and also do tons of data analytics from response times, to ticket requests per month per department, and how often tickets had to be escalated. The cloud-based platform really helps your reomte workers have access to a live database that was updated and always "correct." This was also extremely affordable for all the different capabilities it added.

The service technicians aren't always available as spelled out in the service agreement. Luckily we didn't have issues with this often and we were able to resolve issues on our own or could wait it out until it was fixed.

The ease of use is the best with Service Now. From the ticket creation up to building KPI reports, you can feel that the Service now was design for a great user experience.
Web tickets feature is great, Backlog management, Incident, Problem, and Request management is all there in a very complete and intuitive way.
The fact that it offers templates was really helpful since we are deploying a brand new service desk service on our company.

Since it´s web based there could be some incompatibility and web page display issues on some browser and Operative Systems.

Service now it is a robust platform that can be customized to your company needs and processes. Can be integrated with others systems you use, and workflow are easily definable for approvals

Easy of use and UI are not the greatest. I think the company needs to invest in this area. While it is understandable on how it needs to be used after some training it is not straight forward.

It's very easy to configure for submitting IT or help desk requests and can be fully customized to whatever your need is. We have a lot of server and folder access requests and this makes it easy to follow.

It could use more help screens or information tabs when requesting help tickets. We do get feedback that some of the prompts could be more explanatory.

* Can be customized for your business to needs
* Easy to use
* Can be implemented in pretty much any industry that needs a ticketing system

* The ability to see who else is updating a ticket the same time as you seem a little weird to me but it also helps with people not wasting time.

Easy to adopt with many prebuilt workflows that are entirely fit for purpose.

Fairly expensive on the market, commercial model of product not really negotiable

ServiceNow helps us devise catalog requests, workflows, tasks, incident, change, event and numerous other ITSM related functions.
Allows basic customization

Complex reporting is impossible
Development possibilities are limited for customers
Documentation needs to be improved

Best provision of technical & detailed features for ITs
It provide easy way to raise any ticket with proper details
Response time analysis is best in this app

Raising access to service now takes long time and need very details which are not required or not available to users.

I have used a lot of systems for ITSM over my career, and ServiceNow is the only one that has never made me want to pull out my hair. It's fast, reliable, and easy to use.

The cost of the software can be prohibitive. With free options like SCSM around, ServiceNow could stand to drop some of the costs of subscriptions.

ServiceNow is very good software to handle our daily Change ticket system. It is easy to use and very well organized.

Given so many features are available, sometimes it is hard to find what you are looking for. The GUI can be improved.

Anything that you may need - help with a printer to submitting a monthly construction draw - is seamlessly done through service now by submitting a ticket.

EVERYTHING has to go through service now, even if it's a simple questiokn that can be answered in a minute. Instead you submit a ticket, which goes to your manager for approval, then IT, and it involves a lot of parties even when not necessary.