ServiceNow App Engine vs. ServiceNow Customer Service Management

When the solution involved complex workflows and integration with many 3rd party applications, we felt the Now app engine was less appropriate as it could not handle different integrations simultaneously for incident resolution and complaints management. This was well suited and managed by people who don't know basic coding.

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It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.

• Perfect tools for easy task management.
• Coordination platform.
• Effective project documentation.

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• Allows for clear communication between help desk and end users.
• Provides a clean inventory option for both hardware items and software licenses.
• Navigation is very intuitive and user friendly.
• Many reporting features for all levels of the company.

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• Improve the UI of the environment
• The left panel in service now is clumsy that can be improved.
• Connect service now with callers email for any notification related to any incident raised.

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• Adding in additional chat features would be nice
• Viewing where you stand in priority
• Having a way to automate more of the processes

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There are limited use cases where we are just using the service now app engine as of now

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overall it's a good software, but I think it could be updated to give it an edge over other platforms

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ServiceNow Customer Service Management has been in our organization for quiet a while now. We tried other solutions as well. But they were not as effective as as ServiceNow Customer Service Management, either they're not cost effective or they lack the features. ServiceNow Customer Service Management however, is a complete package it's soft effective and it comes with the features that suffice our business need. In a nutshell ServiceNow Customer Service Management is what we need!

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Almost 100% available on time

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They tried their best to resolve our queries every time we contacted them about any technical support

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Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.

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App engine can be used just to process the minimal amount of the data which is being received from the user. We are service now catalogue items or any other data technology.

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ServiceNow App Engine is best among all the competitors. Its integration is best with Outlook and ERP, its SLA management is best, and very organized filters are very useful. Categorization of tickets is something that is very useful. It's very easy to search the tasks/order with limited keywords and very easy to customize. The best part is we can simply reply on mails using ServiceNow App Engine and keep a proper log of the tickets.

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ServiceNow Customer Service Management is much more configurable and "Enterprise-Ready", but doesn't work as well out of the box and doesn't guide you into deploying a service ready workflow.

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It is scalable but not reliable

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• Effective and profitable multiple project management platform.
• The tracking of project activities and contract management the tool is amazing.
• Effective solution of files sharing and easy project comment sharing software.
• Intuitive collaboration solution.

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• The negative impact for my team is the delay in team completing tickets but not a system issue.
• A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
• Negative impact is that there is no user job aid or helpful tools for new users.

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