Likelihood to Recommend In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
Read full review Workzone eliminates confusion and ensures that the team uses the latest version of files by organizing these files and adding version numbers as files are being revised. The team can share these files with other team members or with clients and even set file permissions to ensure individuals get access to those files that are only appropriate to them and avoid confidential information getting into the wrong hands. The system notifies the users of the progress of their tasks, comments or calendar events through alerts.
Read full review Pros When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests. I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload. Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on. To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting. Read full review WorkZone is good at basic project management like scheduling and time management. The software can be set to send you a daily email with the list of the tasks that you need to get done for that day. Workzone allows the admin for the account to pick and choose which clients/projects can be seen by each person with an account, which allows each user to focus on the projects that they are involved in without being distracted by other things. Read full review Cons It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos. The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes. The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it! Read full review One of the reasons we left WorkZone was due to how videos/roughs were presented. While WorkZone does allow for a customizable and professional, clean looking interface; it did not offer everything we needed when it came to cross platform integration. WorkZone was also a little more pricy compared to a few competitors. WorkZone is worth the price and we loved using it, but a competitor offered an added feature that WorkZone does not offer that tipped the scales. There is no 'library'. As an AD Agency, we have worked on a lot of different spots for a lot of different clients. WorkZone did not offer a comprehensive library for us to upload content and use for presentations purposes. If WorkZone does add this feature later on down the road, it would be a great improvement and we would give serious thought about switching back. Read full review Likelihood to Renew To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
Read full review Because of time constraints, our team hasn't been able to fully implement and change our existing processes. If we can get our templates set up and maybe some better export options figured out, I think it'll be a no-brainer to renew, but until then it maybe be difficult to financially justify something we're only partially using.
Read full review Usability The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
Read full review WorkZone was very easy to learn, especially for the members of our team who were not as technology-savvy. WorkZone offered unlimited training as well, making it easy to transition new team members to the program, as we were a startup organization consistently adding new team members.
Read full review Reliability and Availability We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Read full review Throughout the use of the WorkZone software, we never had a issue with it being unavailable. This is important, considering we wanted to access our projects and see our progress at any moment. WorkZone was always available and made constant supervision of tasks and goals easy; no excuses for not checking in on the status of a project.
Read full review Performance For a massive system, page loads are reasonably quick, including searches.
Read full review I have zero complaints about the performance of WorkZone; for our organization's needs, it was a perfect tool for keeping track of various responsibilities and tasks. We never experienced a lag or down-time when using the software, and the simple interface made things exactly that from our end...simple. WorkZone is a fantastic tool for work management that never fails to perform, in my experience.
Read full review Support Rating I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
Read full review The team at WorkZone is incredibly helpful and very willing to lend support when they can. Our team was constantly growing, and our new team members needed training every time someone cam on board. The WorkZone support staff was more than willing to ensure our new team members were completely comfortable using the software and set up for success.
Read full review Online Training To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
Read full review The WorkZone trainers are wonderful! They offered us unlimited over-the-phone and online support, and the trainings were always informative. The WorkZone support team was willing to answer multiple questions and review sections of the training if need be. They were always accommodating, and trainings were scheduled very quickly for when our team needed them!
Read full review Implementation Rating Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Read full review Implementation of WorkZone was very easy. We simply log into a portal online and begin to set up our projects. Access codes were sent very quickly to our team, so there was practically no delay once we signed the contract for our subscription. Training was scheduled quickly and was very helpful, especially as new team members joined our organization.
Read full review Alternatives Considered We used to use
Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of
Jira , you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
Read full review I selected WorkZone based on several criteria: 1. It is web based 2. It has more robust reporting capabilities 3. the price was right 4. It was easy to use and easy to train people 5. Timelines are easy to update.
Read full review Scalability ServiceNow works as an enterprise solution.
Read full review We are a small organization, so the need to expand our use of WorkZone was limited. I only rate it below a 10 simply because I do not have much experience with the scaleability of the product. From the previews and training sessions, it does seem that the software can easily be adjusted to accommodate a growing workload; something we may use in future, just not at this point in our organization's development.
Read full review Return on Investment Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers. One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad. Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket. Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in. Read full review It has positively affected our workflow - keeping projects moving without requiring constant back and forth of emails and other communications. It has helped our team to avoid missing crucial steps in project and client management. We are definitely more efficient when WorkZone is being used and updated properly! Kirsten Lowery Senior Client Engagement Manager / Social Media Marketing
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