Service-Later
Updated December 23, 2015
Service-Later
Score 1 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceNow
We use this product across the entire organization for it support.
- Creating an issue is easy
- Requesting an item is easy
- Closing the software is easy
- Do not have a resolve status and a closed status
- Do not use subtasks - keep it simple
- When I log in, make it easier to see who is working on my ticket/less vague statuses
- Negative ROI - bad customer service
- Negative ROI - decreased efficiency
- Negative ROI - slower lead conversion
Atlassian JIRA with Service Desk
We use JIRA for development and ServiceNow for support. Working in an international company, it is difficult to track and difficult for everyone have insight to what is going on in an issue. Because of the lack of functionality in ServiceNow, we actually have ServiceNow auto generate JIRA tickets. The resolution time is same day with JIRA. JIRA has an iPhone app that is free. JIRA costs way less, and doesn't need a manual or training to use.
We use JIRA for development and ServiceNow for support. Working in an international company, it is difficult to track and difficult for everyone have insight to what is going on in an issue. Because of the lack of functionality in ServiceNow, we actually have ServiceNow auto generate JIRA tickets. The resolution time is same day with JIRA. JIRA has an iPhone app that is free. JIRA costs way less, and doesn't need a manual or training to use.
Using ServiceNow
We use it for all incidents unfortunately and all requests for new software or hardware. Since I originally wrote this review, we have added on the time card feature. It is a total piece of dung. They need to have a feature where you can default 8 hours across the board and not make me put it in one day at a time.
ServiceNow Training
Using ServiceNow
Pros | Cons |
---|---|
None | Do not like to use Unnecessarily complex Difficult to use Requires technical support Slow to learn Cumbersome Feel nervous using Lots to learn |
- Creating a ticket
- Figuring out what status the ticket actually is in
- Figuring out who is working on my ticket