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114 avaliações

- Setor: Veterinária
- Porte da empresa: 5 001-10 000 funcionários
- Usado Diariamente durante 6 a 12 meses
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Probabilidade de recomendação 7.0 /10
Ultimate tool
Avaliado em 05/05/2022
I personally love it. I know that it is hard to learn but I think it's a very valuable tool and will help our company grow and be the best it can be with the automation that ServiceNow allows.
Vantagens
ServiceNow can do everything. I personally use it for project management, but our team uses it for ticket management, automated workflows. Our IT team uses it for asset management and ticketing. I've never found an all encompassing tool before.
Desvantagens
It's fairly complicated to learn. I am currently learning dashboards and the reporting feature is really hard. There isn't really good resources out there to learn it either.
- Setor: Serviços e tecnologia da informação
- Porte da empresa: 10 000+ funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 9.0 /10
Effectively manage your ITSM
Avaliado em 19/05/2022
Great ITSM management through Service now product
Vantagens
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.
Desvantagens
Service now customer support can be improved.
- Setor: Gestão da educação
- Porte da empresa: 10 000+ funcionários
- Usado Diariamente durante 6 a 12 meses
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 6.0 /10
Alright for what it is
Avaliado em 20/06/2022
Not bad at all, would recommend to others looking for a ticketing system that works well.
Vantagens
There wasn't a lot of extra stuff going on with it which made it straightforward and easy to sue off the start.
Desvantagens
The design of it just seemed bland compared to what else is out there.
- Setor: Seguros
- Porte da empresa: 10 000+ funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 10.0 /10
Best software for ITSM management in IT world
Avaliado em 09/05/2022
Service Now is best software for current ITSM needs in IT world. ITs easy to stabilize day t day ITSM needs and specially Assets and Incident management which can helpful to many companies to provide and set up effective resilient ITSM business model. It is very user friendly and no need to provide detailed education and training to users as its inf9rmation and educational videos are available on portals.
Vantagens
It have Selfserve option like serviceNet and different ITSM modules where Users can select required option and go for their ITSM needs without struggling for technical team. It gives ability to user to create their own report and dashboards for better visualizations and daily reporting.
Desvantagens
It require VPN connection within company premise due to policies. Its difficult to manage it through mobile devices.
- Setor: Software
- Porte da empresa: 10 000+ funcionários
- Usado Diariamente durante Mais de um ano
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 10.0 /10
Automation platform for ticketing services.
Avaliado em 05/05/2022
Best overall, have been effectively working with ITSM modules and working with Incidents, problems, change , catalog items .
Vantagens
The best feature I liked about its workflows, the way it is implemented in a backend process for tasks, approvals , and autopopulating required fields etc are signs of great features. Also its integration service that allows clients about their stages of requests. Also in problem tasks the way it creates a RCA ti avoid further incidents count on as great features of ServiceNow.
Desvantagens
The SLA is what I dislike because there are some tasks that require greater time than the expected time also in catalog items in variable type as multiple choice if we want to hide a choice it is not possible and requires DOM scripting because of which in future relaeses of new versions it could create an issue.
- Setor: Serviços e tecnologia da informação
- Porte da empresa: 10 000+ funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 9.0 /10
The best IT Service Management tool in the market
Avaliado em 16/06/2022
Overall we are very happy with ServiceNow and use it on daily basis for incident management, Change management and IT helpdesk operations.
Vantagens
Incident management, service catalog, problem management, change management, service portals, DevOps
Desvantagens
Frequent upgrades needed, needs specialized knowledge for configuration and administration of the various processes in the tool, a bit expensive
- Setor: Serviços e tecnologia da informação
- Porte da empresa: 10 000+ funcionários
- Usado Semanal durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 7.0 /10
Outstanding Service Management Tool
Avaliado em 31/05/2022
Vantagens
Categorizing: Very easy to categorize tickets and The interface is simple and straightforward
Desvantagens
Interface can sometimes be confusing, a lot of data housed in one place and not easy to navigate to exactly what you're looking for.
- Setor: Gestão da educação
- Porte da empresa: 501-1 000 funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Praticidade
- Probabilidade de recomendação 8.0 /10
ServiceNow is robust
Avaliado em 29/06/2022
Vantagens
I like the automations as well as the robustness of the platform
Desvantagens
It is pretty complex to set up from an administrator standpoint, as well as we struggle with getting folks to actually use it.
- Setor: Serviços e tecnologia da informação
- Porte da empresa: 10 000+ funcionários
- Usado Diariamente durante Mais de dois anos
-
Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 10.0 /10
Efficient tool to manage Incident Manage of your organization
Avaliado em 14/05/2022
Vantagens
I really liked its integration with other systems and applications. Dashboards and reports really gives good insights.
Desvantagens
If we can add a messenger integration then it will be very useful.
- Setor: Editoras
- Porte da empresa: 201-500 funcionários
- Usado Mensal durante 1 a 5 meses
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Fonte da avaliação
Classificação geral
- Praticidade
- Probabilidade de recomendação 7.0 /10
ServiceNow is a Great Tool for IT
Avaliado em 29/06/2022
I recently needed ServiceNow when I encountered an issue with my email, and once I was able to get to the page I needed to be on, it was incredibly useful and helpful and resolved my issue swiftly.
Vantagens
ServiceNow is a great tool that allows us to submit service tickets, the status of which we can track on the site and receive updates via email. There are additional options on the site, including a knowledge base forum that may provide answers before even needing to ask.
Desvantagens
The site has a lot of options and therefore can be a bit tricky to navigate. When I needed to submit a ticket recently, it took a few steps before I was able to get to where I needed to be.
- Setor: Rede de computadores
- Porte da empresa: 10 000+ funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 9.0 /10
Best in Class ITSM tool
Avaliado em 17/04/2021
This is one of the best ITSM tool. Aviable as SaaS and can be easily integrated with the SSO. Self service is a good feature .
Its just the regular upgrades and getting the data/configuration missing from the tenants during the upgrade is a concern.
No need to backup , high availability and best resiliency..this is one of the best ITSM tool in the market.
Vantagens
A brilliant ITSM tool and available as SaaS. The licensing mechanism is based on the fulfiller and approvers . The cost per licenses is a bit high for a fulfiller and hope service now can bring it down a bit.
The best modules are :-
Incident management , Change Management , Problem Management and CMDB.
Desvantagens
The upgrades , every 6 months are something that always keeps us on our toes. secondly it Whatsapp and telegram can be integrated with service Now...
Alternativas consideradas
ArcSightRazões para escolher o ServiceNow
Its the flexiblity to use and enough support avilableSoftware anterior
ArcSightRazões para mudar para o ServiceNow
This is SaaS and flexible and can easily chose the modules that we need.- Setor: Serviços e tecnologia da informação
- Porte da empresa: 10 000+ funcionários
- Usado Diariamente durante Mais de um ano
-
Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 10.0 /10
Best Ticketing Tool!!
Avaliado em 30/09/2019
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.
Vantagens
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.
Desvantagens
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.
Alternativas consideradas
FreshdeskRazões para escolher o ServiceNow
The previous tool was not user-friendly. It was really difficult to make reports. It had a very poor design as well.Razões para mudar para o ServiceNow
Service-Now had a lot more features and most importantly it was very user friendly. Also, Service-Now was rated as the best in the industry.- Setor: Consultoria de gestão
- Porte da empresa: 1 001-5 000 funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 9.0 /10
Top Dog among Service Management Suites
Avaliado em 06/07/2017
An extremely robust platform with customization galore and full features comes at a cost but with very little holding it back. ServiceNow can really help on any ITIL initiatives and centralization of services. The unique focus of ServiceNow beyond just IT, is where its strengths lie. Most Service Management suites do ITIL for IT. ServiceNow takes the lessons learned from ITIL and extends them to the rest of the org (especially but not limited to Facilities and HR). Really built for Mid to Large Businesses.
Vantagens
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
Desvantagens
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
- Setor: Educação superior
- Porte da empresa: 201-500 funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Praticidade
- Probabilidade de recomendação 10.0 /10
ServiceNow Is the Best Incident Tracking Software I Have Ever Used
Avaliado em 26/12/2021
Incident management, configuration management, service documentation -- all are easy to use and critical to support our day to day support of our customers.
Vantagens
Easy to log incidents, update status and communicate with the customer about their tickets. Great for storing service documentation -- all of our services are documented in ServiceNow so that as tickets come into our queue, we have a repository of knowledge base articles to refer to in order to resolve the issue. The visual task board facilitates daily team standups to discuss status and priorities.
Desvantagens
The only thing I could think of is it would be great if the visual task board had more Trello-like features, especially their power ups (custom fields, burndown chart, etc).
- Setor: Serviços e tecnologia da informação
- Porte da empresa: 10 000+ funcionários
- Usado Diariamente durante Mais de dois anos
-
Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 8.0 /10
Best IT service management software
Avaliado em 06/11/2020
Vantagens
The most advanced and easy to use software for all Service management needs.
Desvantagens
The cost is going high and becoming heavy software which might be a differentiator for the future
Alternativas consideradas
BMC Helix ITSM- Setor: Telecomunicações
- Porte da empresa: 10 000+ funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 8.0 /10
Very flexible ITSM Tool
Avaliado em 12/05/2020
Vantagens
This tool is very flexible and allows even Business Users to configure processes and worfkflows.
Desvantagens
The license is rather difficult to understand and must be re-considered over time.
- Setor: Varejistas
- Porte da empresa: 5 001-10 000 funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 9.0 /10
More than a Ticketing System
Avaliado em 27/01/2020
I enjoyed Service Now and believe it's the best ticketing system tool out there.
Vantagens
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!
Desvantagens
I wish there were different/more theme colors you could customize/choose from. Also the mobile app was complicated setting up.
Alternativas consideradas
JIRA Service ManagementRazões para escolher o ServiceNow
Phased out Lotus Notes to go SaaSRazões para mudar para o ServiceNow
Service-Now's interface was easy to read even to our end users.- Setor: Software
- Porte da empresa: Profissional autônomo
- Usado Diariamente durante Mais de um ano
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 10.0 /10
Best Ticketing tool for IT Helpdesk
Avaliado em 13/09/2021
I was utilizing ServiceNow daily, as a Level 1 support executive. We can easily customize the dashboard according to our choice. Exceptionally simple to create change requests. I loved utilizing it and felt it was incredible.
Vantagens
It was simple and easy to understand. User friendly. Easy to customize the dashboard. We can keep track of tickets according to the ticket status, which made my life easier. It is the best tool for maintaining incidents, SCTasks, change requests, and organizing work. We can have the history of work done.
Desvantagens
New clients should be situated on the most proficient method to explore through this device since it is very confusing to clients from the beginning.
- Setor: Telecomunicações
- Porte da empresa: 1 001-5 000 funcionários
- Usado Diariamente durante Mais de dois anos
-
Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 8.0 /10
As Flexible as it is Functional
Avaliado em 29/07/2021
We've been using ServiceNow for 5+ years and it has really transformed our Service Desk and Customer Service teams ability to work with the customer.
Vantagens
ServiceNow is such a user friendly product. Their out of the box modules require very little customization to get you up and running using a wide suite of available modules, there's not a lot ServiceNow can't do.
Desvantagens
Over-customization can make upgrading time consuming but there are plenty of guides to assist you with this process.

- Setor: Software
- Porte da empresa: 10 000+ funcionários
- Usado Diariamente durante Mais de dois anos
-
Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 9.0 /10
one stop shop for all type of tickets
Avaliado em 13/03/2020
Excellent
Vantagens
one stop shop for all type of tickets, easy to use, fast to search
Desvantagens
Performance need to be tuned a little more
Alternativas consideradas
BMC Helix ITSM
- Setor: Serviços e tecnologia da informação
- Porte da empresa: 1 001-5 000 funcionários
- Usado Diariamente durante 6 a 12 meses
-
Fonte da avaliação
Classificação geral
- Praticidade
- Probabilidade de recomendação 9.0 /10
I used ServiceNow in a Desktop Support Role
Avaliado em 14/02/2021
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.
Vantagens
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.
Desvantagens
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.

- Setor: Serviços e tecnologia da informação
- Porte da empresa: 10 000+ funcionários
- Usado Diariamente durante Mais de dois anos
-
Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 10.0 /10
Service Now Review
Avaliado em 10/07/2021
For me it very good, specially the change.very easy to create change and follow up with the different parties.
Vantagens
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
Desvantagens
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.
- Setor: Serviços e tecnologia da informação
- Porte da empresa: 1 001-5 000 funcionários
- Usado Diariamente durante Mais de dois anos
-
Fonte da avaliação
Classificação geral
- Praticidade
- Probabilidade de recomendação 9.0 /10
Best ITSM tool
Avaliado em 30/06/2021
Vantagens
Service now makes integrating workflow automation easy. I am able to carry out multiple IT Service management activities, ranging from incident management to Change management. it helps to aid accountability, you are able to view the work effort of each employee and the time it takes for incidents to be resolved in line with SLA. With Service now, I am able to view all task and incidents raised to my team at every particular point in time, assign them to appropriate team for resolution and also follow up on resolution. It also provides a platform where i am able to identify trends and recurring issues.
The dashboard allows me to view all related activities at a glance, for me it is the best ITSM tool .
Desvantagens
From NON -IT user perspective, it is difficult to work around the platform, it needs etxra training to educate users on how to use it. Asides that it is a great ITSM tool.
- Setor: Administração pública
- Porte da empresa: 10 000+ funcionários
- Usado Diariamente durante Mais de dois anos
-
Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 8.0 /10
ServiceNow is better than Remedy and HPSM
Avaliado em 26/06/2018
Vantagens
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.
Desvantagens
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.
- Setor: Recursos Humanos
- Porte da empresa: 501-1 000 funcionários
- Usado Diariamente durante Mais de dois anos
-
Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 10.0 /10
Great Ticketing Tool!
Avaliado em 12/06/2021
Overall, this is a great software to organize and manage requests and concerns in mid to large businesses.
Vantagens
This software have extensive features which allow us users to work more efficiently. Managing request and concerns of our employees has been easier because they can create raise it through chat or ticket/case in this software anytime. Communication by users and administrators have been easy because they can follow-up through the software or even via email. Dashboard also can be customized depending on the user's needs. It also has a Knowledge Base Management attached to it which allow administrators to clarify or countercheck their responses/resolutions to the tickets/cases.
Desvantagens
New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.