Likelihood to Recommend
Formstack makes it easy to create a variety of forms. I have used it for event interest and registrations, email list sign-ups, and surveys. I have found it easy to customize, and easy to export data for import into other systems (e.g., CRM).
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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.
Read full review Pros Allows for unique situations. As a school, we don't have the luxury of being cookie cutter. Neither do our forms. Support. If we don't know how to do it, their support team has been very helpful and actually attempts to understand the issue on hand. User friendliness. In our field we have a phrase: "what if you get hit by a bus?" With Formstack, you can "get hit by the bus" and someone else can jump in and still keep things running (this is used as a phrase for illness, not termination). Read full review 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. Read full review Cons Setting up our multi-step form took some getting used to. Some of the branching logic configuration wasn't as intuitive as would be ideal. Since we were pushing data directly into Hubspot, I found it cumbersome to deal with data storage limits within Formstack. I would get frequent notices that new responses were not being stored in Formstack and that I needed to upgrade or delete data. I got tired of that. More/easier support for custom fonts would have been a huge plus. We were able to customize the form's appearance, but had to make some concessions in that regard. Read full review Providing admins/devs with easier mechanisms for providing businss stakeholders with self-service admin capabilities across the platform Tutorials on how to be the best at reporting in servicenow Guided tour functionaltiy is a bit rigid and could use more workflow capabilities Making 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. Read full review Likelihood to Renew
Our user base has come to rely on Formstack to get forms done. The Formstack tools make it easy to start from scratch or copy an existing form to "quick start" a new, similar form. The price is right and frees up IT staff to do more transformative work.
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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.
Read full review Usability
I give it this rating because Ali feel like just about anyone can use this. Now with 7 billion people in the work I understand that’s not the case but I feel like Formstack get it pretty simple where a majority of humans could use it and navigate through. The only reason I didn’t give it a higher rating is because I think
is a little easier to use and that it’s pretty much impossible for any product to get a 10 on usability in my opinion.
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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.
Read full review Support Rating
The agents in the original group, especially the ones in cahoots with the developers, are really solid and know what they're talking about--I'm looking at you, Collin. The 'Tier 1' support agents that typically reply to the tickets are really spotty. If you have an overly technical question, i.e. bugfix, or describe a feature from a few years back that randomly disappeared, these agents typically will give you what feels like a generic reply and not know what you're talking about.
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They are Knowledgeable. They explain from the layman's perspective and are always quick and ready to help. They carry the patient in their conversation and provide a detailed understanding of our query. They also help to build knowledge. They are quick in rendering their help in Service Now forums. They understand their responsibility as the face of the company and are on top of things.
Read full review Implementation Rating
We implemented on one of the earlier versions. Through continuous engineering improvements, the interface keeps getting easier and more intuitive. Therefore, later implementations keep getting easier and better.
Read full review Alternatives Considered Drupal
is a much more customizable platform, however you must have someone build the forms first and then you can work with them if you do not have the programming knowledge. If you have any changes to make, it can sometimes be both a time consuming and difficult process. Formstack is much more efficient if you do not have an in house programmer.
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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
Read full review Contract Terms and Pricing Model
Our base managed service MSA is very clear and focused on our use of ITSM (ITIL role license). Other parts of the platform use some sort of transaction count licensing. This type of pricing does not work for an implementation of our scale.
Read full review Professional Services
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.
Read full review Return on Investment Positive - ability to analyze submission trends - e.g. when a marketing email is sent, looking at increased form viewing and submissions in relation to the sending of the campaign. Immediate response - those that submit forms receive immediate response that their form has been submitted. Read full review 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. Read full review