8 Reviews and Ratings
118 Reviews and Ratings
The tool has potential. Its capabilities and visual aspects could be considered rather basic but this might improve, particularly if the business intelligence/analytics aspect is leveraged. Once running well, it could allow (perhaps smaller) companies to successfully improve their customers' experiences through digitalizing customer journey - and we all know that customer loyalty goes a long way. However, whether or not the tool is comprehensive enough to deliver this for larger companies with more complex, multi- and omni-channel interactions is yet to be seen...Incentivized
Using it in the application support team is worth it as it is capable of carrying a lot of information. But using it for a Service Desk operation might not be of much use as it won't be used up to its full potential and will be costly as compared to other alternatives available in the market.Incentivized
Face-lifted platforms: CX Messenger (formerly Sonic), CX Monitor (formerly Actional), CX Process (formerly Savvion)User-friendly UIRelatively painless implementationIncentivized
The best ITSM management just in 1 tool.User friendly for no IT people when they must raise a IT issue.It offer very good workflow during incident or request item.Incentivized
Standard edition is significantly lighter touch than the (pricier) Enterprise versionThere are similar solutions on the market that are competitively prices and offer positive user experienceData migration can be tricky at timesIncentivized
Providing admins/devs with easier mechanisms for providing businss stakeholders with self-service admin capabilities across the platformTutorials on how to be the best at reporting in servicenowGuided tour functionaltiy is a bit rigid and could use more workflow capabilitiesMaking it easier to push form variables to the user so there is more context when providing an approval. The out of box approval UI/form is terrible in my opinion.
Everybody in the company is happy to use ServiceNow. All people are happy to use a user-friendly web tool in order to open IT incidents. IT people can easily support people with a stable and solid tool.Incentivized
As a regular user of the ServiceNow platform, including the incident management, change management and enterprise application management modules, I find that I am able to competently use the platform with minimal training and assistance. User guides are available from the vendor if required. The customisable front-end that we use in the organisation as an ordering tool for internal IT services is very easy to use, and makes searching for the required IT service simple for business users.Incentivized
We have many levels of interaction with ServiceNow. The first line of support sometimes is not equipped to resolve more complex issues, but the escalation process is clearly defined and followed with limited friction. Our account team is very responsive and willing to brainstorm ideas to improve and increase usage. We also have direct interaction with product teams to see previews of new features and at times to provide input to influence implementation details.Incentivized
ServiceNow is by far a better tool over Remedy. Its ability to integrate so seamlessly to so many tools allows for plenty of opportunity to streamline and improve processes. Servicenow has intuitive flows that allow you to quickly pivot if process change. Its adaptiveness is what makes it far better solution over Remedy Incentivized
1. It is not great when they can't seperate apps/products from a particular sku, forcing you to make a business case for a larger portion of functionlity than your current business case seeks to address. 2. ServiceNow reps are able to work with you when economies of scale are projected out. They are willing to start at a desired tier and provide pricing at applicable upgraded tiers
Very easy to use. Capture more data from the Incident and problem management. Easier to escalate and following the change management process to resole the issues.Incentivized
As our customers vary in size and maturity, the ROI ranges accordingly.For younger, smaller businesses this is a useful tool. Digitalization of he customer journey has certainly helped save time and efforts in many cases.For more mature market players the tool is not always comprehensive enough. Dashboard and report personalization take time and efforts, and sometimes it feels that a dedicated BI tool would be a more suitable solution.Incentivized
Ensuring good service support internally and externally has triggered opportunities to sustain good links with everyone and opened the door to more sales and successful business and ServiceNow has been key in all this, so the investment came back to us faster than expected.Incentivized