Avaliações do ServiceNow

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.

all the Modules that we used are ease to use.
Documentation is well maintained.
Easy to implement.
easy to track the changes for Admin Team.
Reporting Module is Great for BIz team.

Cost and Product Support.
Product road Map dates are not clear.

Easy incident or issue escalation. You are able to assign issues to individuals or to teams. This functionality was quite valuable.

Not intuitive for everyday use. As an IT professional, my team and I found it very difficult to use. Imagine being an everyday user that has to use this tool.

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

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.

ServiceNow comes with strong features and functionality for our IT ticketing requirements. It comes with decent configurable options covering end-to-end workflow for business needs. It is user-friendly and user intuitive. Overall, pretty flexible and powerful software!

Nothing much to dislike about the software, the only thing I can think of is that the customizations can be challenging if there are unique business requirements.

A single excel sheet upload to add assets into the cmdb table was responsive and fast.

The routine upgrades are a bit of inconvenience. Ex: Migration from Rome to SanDiego to Tokyo and so on which happens once every six months.

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

Performance need to be tuned a little more

Easy to access, and with more options, for customisation

Did not come across, only used the available options,

Its user experience is best to interact with, easy monitoring, tracking, joining with mail services and much more.

Sometimes there is some seconds latency in opening tickets, this needs improvement

Proper managing of incidents to respective teams with 3 tier architecture starting from Help Desk
Efficient management of system changes with agile methodology through proper state transition until deployment
Categorization of CIs based on CI class and their relationship like Application, Database Instance, Servers

System performance can be far better on node restarting
OOB baseline does not support some level of access control for change which it should have
Changes created by “Copy Change” can not be tracked separately
Can have more option of customizing service portal in configuration based way rather than angular
Reporting on Standard Template field values should be more user friendly

easy to use and no training required for end users

should be easy to find and search for older tickets when closed

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.

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.

Over-customization can make upgrading time consuming but there are plenty of guides to assist you with this process.

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 .

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.

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.

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.

- 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

Easy to automate and has various features to prioritize tickets, handle priority tasks and support incidents. The biggest advantage is the ability to integrate with different systems such as Agiloft, JIRA, SecurityScorecard, CRM, etc. ServiceNow helps the implementing team to focus more on collaboration and process development rather than coding since it absolutely limits coding. It is also a well known enterprise GRC tool and has released a Vendor Module, which can be used in Source-to-Pay projects.

ServiceNow is very expensive, which is a huge deterrent for small and mid-size companies to use its software. They don't do Proof of Concept (POC) in most cases, which forces teams to trust them purely based on the demos and their reputation.

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

Ease of use, User friendly and good User Interface.

Having autorouting feature will greatly help manual assignment

Service Now is a one stop solution for most of IT departments needs which promotes and enables Self service for several use cases. Request, incident management, approval workflows, incident reports are some of the very useful functionalities of service now.

Sometimes UI response it bit slow which makes users to wait before form response.

As a cloud hosted software, it is easy to track incidents, any depreciation and assets that belongs to users.It also can be customized with multiple support options. The reports are also easily customizable and easy to understand.

The navigation panel can be a mind-boggling experience to use plus the software does not offer On-premises features plus it is relatively expensive upcost wise.

I like the level of customization it offers to each organization and custom features that can be developed and integrated to the tool based on the needs of the company.

Its very complex with multiple development modules, sometimes its very heavy to load and it takes time opening few links.

Permits my organization's IT group to follow administration tickets for PC issues, gives the client refreshed information on where their ticket is at and permits them to ping to see where it's at on the rundown of activities

Extremely restricted alternatives to portray what issues you're having. Generally need to type and compose the issues as opposed to utilizing the choice.

To rack incidents, problem management , change management in proper way. Also we can create knowledge base articles in ServiceNow platform.

We can add service catalogue based on our requirement.

I couldn't feel any difficulties so far.