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ServiceNow Customer Service Management

ServiceNow Customer Service Management

Overview

What is ServiceNow Customer Service Management?

ServiceNow Customer Service Management is a comprehensive software solution that streamlines service operations and enhances customer engagement through digital workflows. It empowers businesses to efficiently route work across front, middle, and back offices so that they can resolve customer issues...

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Recent Reviews

TrustRadius Insights

ServiceNow is a comprehensive IT ticketing system that helps users submit and manage internal system problems across different …
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Easy to use

7 out of 10
March 23, 2022
Incentivized
I use service now to submit it tickets for internal system problems, it’s easy to use but can be somewhat slow when using the chat feature …
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ServiceNow for Beginner

8 out of 10
February 11, 2022
It allows communication and the logging of tickets across different teams e.g. IT, HR services, Payroll, employee relations. With all this …
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Great tool for ITSM

8 out of 10
May 01, 2021
Incentivized
Service Now is being used across all of the departments in the end user services space to manage IT helpdesk tickets, requests and issues. …
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Popular Features

View all 13 features
  • Ticket creation and submission (6)
    9.2
    92%
  • Expert directory (5)
    7.9
    79%
  • Organize and prioritize service tickets (6)
    7.6
    76%
  • Ticket response (6)
    6.0
    60%
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Pricing

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N/A
Unavailable

What is ServiceNow Customer Service Management?

Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Demos

Webinar | Intelligent Customer Service With ServiceNow Customer Service Management

YouTube

ServiceNow Customer Workflows (CSM) Demo | What are customer workflows?

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7
Avg 7.8

Self Help Community

Features that allow customers to self-service for support issues.

4.8
Avg 7.6

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

6.3
Avg 7.5
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Product Details

What is ServiceNow Customer Service Management?

ServiceNow Customer Service Management is a comprehensive software solution that streamlines service operations and enhances customer engagement through digital workflows. It empowers businesses to efficiently route work across front, middle, and back offices so that they can resolve customer issues promptly. By leveraging automation and AI-driven tools, employees can deliver personalized customer service while accelerating the time it takes to resolve issues.

The platform's proactivity in monitoring products and services enables it to identify potential issues before they occur, helping customers avoid disruption by initiating timely action. Customers can reach out for answers or request support from the relevant teams directly from their preferred channels of communication without any delay. The software's self-service capabilities powered by workflow automation enable it to handle common requests instantly while reducing volume in contact centers. With its ability to unify front, middle, and back offices on a single platform, ServiceNow Customer Service Management offers full visibility into issue status, reduces resolution timeframes, and improves the agent and customer experience overall.

ServiceNow Customer Service Management Video

Using ServiceNow, customer service agents at Vodafone—the world’s largest telecom company—now have a 360° view of the customer, along with one app that helps them provide excellent service. Their productivity is up 45% since deploying ServiceNow.

ServiceNow Customer Service Management Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement as well. ServiceNow Field Service Management is available as an add-on via a separate license, and it allows users to connect field service with other teams and mobile tools to quickly respond to and prevent issues.

Reviewers rate Ticket creation and submission highest, with a score of 9.2.

The most common users of ServiceNow Customer Service Management are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(67)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

ServiceNow is a comprehensive IT ticketing system that helps users submit and manage internal system problems across different departments. Users can easily submit tickets through the software's chat feature, although it may be a bit slow at times. Once submitted, ServiceNow Customer Service Management effectively prioritizes and manages complex tickets and processes, ensuring prompt resolution of technical questions.

One key use case of ServiceNow is its ability to route tickets to the appropriate resource in a timely manner. This ensures that technical issues are addressed by the right team or individual, streamlining the resolution process and preventing delays. Moreover, the software facilitates communication and ticket logging across various teams like IT, HR services, Payroll, and employee relations.

Another valuable feature of ServiceNow is its robust analytics capabilities. By leveraging data analysis, organizations can identify bottlenecks and eliminate repetitive tasks between groups, leading to more efficient processes. Additionally, ServiceNow integrates data from other customer support channels like chat and voice, providing a seamless experience for users.

This versatile tool is used by IT teams to manage incidents, service requests, tasks, and hardware/software inventory. It also plays a crucial role in assigning software licenses and hardware items within the organization. However, some users find it cumbersome to locate items when seeking assistance. To address this challenge, a job aid or help tool is recommended to support new users.

In summary, ServiceNow offers an all-encompassing solution for managing IT helpdesk tickets and requests across departments. Its features enable efficient communication between end users and the help desk while providing analytics-driven insights to enhance processes. Despite some usability challenges, it remains a vital tool used throughout organizations for effective IT service management.

Users recommend ServiceNow for B2C scenarios and vice versa, as well as for contract review management and tracking timelines. They suggest studying the customer environment before implementing CSM and choosing ServiceNow to avoid missing SLAs. Users also recommend considering ServiceNow for an all-in-one solution for managing tickets, storing documentation, and supporting end users efficiently. They find ServiceNow to be a great ticketing system that simplifies communication and describes it as a powerful and robust system. Users advise spending time to become proficient in using the tool and getting used to the user interface. They suggest evaluating other options and testing ServiceNow before deployment. Users strongly recommend ServiceNow as a cost-efficient cloud-based IT service management solution suitable for most organizations unless they have radically different processes. They emphasize the importance of coming up with a solid project plan and purpose before deploying ServiceNow, as well as spending time during the implementation phase. Users state that they are unaware of any better alternatives to ServiceNow and advise purchasing it without regrets. They mention difficulties in understanding on-call management in ServiceNow but suggest watching videos to learn about the service features. Users recommend ServiceNow for companies that follow ethics and reporting, as well as existing customers of CMDB or PPM looking for an easy-to-implement tool. Lastly, users note that the more data and resources put into ServiceNow, the more robust of a tool it becomes.

Attribute Ratings

Reviews

(1-6 of 6)
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March 23, 2022

Easy to use

Marisa Martin | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
I use service now to submit it tickets for internal system problems, it’s easy to use but can be somewhat slow when using the chat feature which is what I primarily use the software for.
  • User friendly
  • Integration
  • Easy updates
  • Simple
  • Interfacing
  • Response time the system can be slow
  • Effects, the sounds are unnecessary and dated
  • Responsiveness
This is a good system to submit internal problems with personal systems, this is not the best system for submitting new software requests. The catalog has lots
of different problems and it can be misleading what is available
for each position/role at the organization
February 11, 2022

ServiceNow for Beginner

Score 8 out of 10
Vetted Review
Verified User
It allows communication and the logging of tickets across different teams e.g. IT, HR services, Payroll, employee relations. With all this interconnectivity, everyone can track the status of their ticket and resolution can be sent to the user through email. It also manages the most common user error and time spent to resolve an issue. After using analytics, our team was able to streamline our process to ensure there are non repetitive processes and bottleneck between groups.
  • IT ticket
  • Cross organizational tickets
  • Payroll quick messages
  • Templates for ticket resolution
  • Integration from other apps in the cloud services like phone lines
  • Data management storage
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Service Now is being used across all of the departments in the end user services space to manage IT helpdesk tickets, requests and issues. It is also used to manage different datasets related to field services, location data, site details and others. It also houses data from other customer support channels like chat, voice etc.
  • Robust Design
  • Ability to add multiple data sources
  • Good reporting and dashboard options
  • Slower performance speeds
  • Old design
  • Inability to standardize dashboard views
I would recommend ServiceNow to other colleagues because it provides a one stop solution to manage all IT / helpdesk related items.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Used across the whole organization. Too cumbersome and not easy to locate items when asking for help. Would recommend a job aid or help tool to assist new users. I find myself spending a lot of time locating what I'm requesting assistance for. It does keep track of tickets submitted every step of the way which is very useful but does not provide a name to reach out to for assistance and/or questions.
  • Easy log in
  • Easy to view screens
  • Easy to track
  • Need a aid on how to use the system.
  • Functionality to scroll down should not be too sensitive.
  • Adding user helpful tools to help navigate.
Well suited to maintain a record of all tickets.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We have a variety of tickets and processes internally that can be extremely complex. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use [ServiceNow Customer Service Management] across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.
  • Prioritization
  • Technical requirements for answering questions
  • Providing easy user interface
  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
As a very technical company we get a variety of resources assigned to answer different questions. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use the service now across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow is utilized by several teams, mainly the IT crew to manage all incidents, service requests, tasks, inventory of both hardware and software. The tool is used to communicate back and forth with end users and the help desk. We also assign software licenses and hardware items via the tool.
  • 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.
  • Reporting could be more granular.
  • Slow loading pages more often than not.
  • Updating of categorization can take a long time to propagate.
If you're looking for something simple and easy to use for a few thousand people, SNOW is it. Simple top to bottom filling out of forms can be trained to almost anyone within a few days. The autocomplete feature for most fields is an excellent time-saver. The only issue with reporting is that sometimes you're missing certain information that you may need, like tasks vs incidents.
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