Avaliações do ServiceNow

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.

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.

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.

Service now customer support can be improved.

There wasn't a lot of extra stuff going on with it which made it straightforward and easy to sue off the start.

The design of it just seemed bland compared to what else is out there.

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.

It require VPN connection within company premise due to policies. Its difficult to manage it through mobile devices.

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.

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.

Incident management, service catalog, problem management, change management, service portals, DevOps

Frequent upgrades needed, needs specialized knowledge for configuration and administration of the various processes in the tool, a bit expensive

Categorizing: Very easy to categorize tickets and The interface is simple and straightforward

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.

I like the automations as well as the robustness of the platform

It is pretty complex to set up from an administrator standpoint, as well as we struggle with getting folks to actually use it.

I really liked its integration with other systems and applications. Dashboards and reports really gives good insights.

If we can add a messenger integration then it will be very useful.

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.

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.

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.

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...

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.

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

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.

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).

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

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.

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.

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.

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.

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.

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

Performance need to be tuned a little more

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.

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.

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.

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.

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.