ServiceNow Customer Service Management Reviews and Ratings

Use Cases and Deployment Scope

We are using ServiceNow Customer Service Management to deal with our datapipe customers. All the customer interactions happen over ServiceNow Customer Service Management as tasks or projects. We use ServiceNow Customer Service Management as part of our Customer Success Team and also internally to raise our employee service tickets with IT and other team members. This is our scope of using ServiceNow Customer Service Management

Likelihood to Recommend

ServiceNow Customer Service Management is well suited for our internal usage when we need to interact with our Internal teams like when we want to get in touch with IT team. Where I find it less appropriate is for our datapipe customers because tasks and projects are difficult to understand via comments and the UI is not interactive

Use Cases and Deployment Scope

We have implemented ServiceNow Customer Service Management (CSM) to improve our customer issue resolution.

This has improved the customer relationships as they are well aware about the cases they have raised as they get timely updates. Also, they can easily connect with the agents if they need any help on their cases. Agents add their comments on the case which are communicated over email and also available on the portal.

Also, the ServiceNow Customer Service Management has made our process streamline which was clumsy before this. Time to resolve cases has drastically improved because of Knowledge base integration with CSM,which helps them to get the solution easily.

CSM also helps to track the KPI's and trends with its various inbult tools.

Likelihood to Recommend

ServiceNow Customer Service Management supports heavy customisation which makes it suitable for all kinds of organizations. So, this makes it easier for organizations which has a customised process which can be built easily with ServiceNow Customer Service Management tool.

But for an organizations whose budget is not that high and wants to stick to basic process can go for alternatives as those will be much cheaper than ServiceNow Customer Service Management.

Use Cases and Deployment Scope

We're using ServiceNow Customer Service Management in our organization for internal IT, Legal and People & Culture support. It is quiet an effective way of managing support tickets.

As a user, I when I raise any ticket I get full visiblity of my case's progress. I can reach out to the support rep working on my case from the tool itself. The commenting option is very helpful to me as some time due to timezone difference the reps or I am not available. So I can just go ahead and leave the required comment in the comment section and whenever the rep comes online. They will start working on my case accordingly.

Likelihood to Recommend

In a situation where user wants to have a full visibility about their case and whats to check its progress. There where ServiceNow Customer Service Management is very well suited.

A situation that requires collaboration, that's where ServiceNow Customer Service Management lacks some features. However, I think these will be introduced in the tool in near future

Use Cases and Deployment Scope

As an overlay for the usual ITSM application to support our customers as an MSP. Customers use email, phone and the ServiceNow Customer Service Management portal to log cases to receive support and deliver requests. We also use the CSM to provide internal IT support to our employees. Support agents also use the included CSM Configurable workspace to manage their customer and internal cases.

Likelihood to Recommend

MSP supporting customers at an enterprise level. Much better suited to big complex organisations, rather than flexible smaller companies.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

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

Use Cases and Deployment Scope

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.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

I would recommend ServiceNow to other colleagues because it provides a one stop solution to manage all IT / helpdesk related items.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

Well suited to maintain a record of all tickets.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

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.