Disgruntled IT Lead Finally Finds Product Worth Using
August 05, 2014

Disgruntled IT Lead Finally Finds Product Worth Using

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Dublin

Overall Satisfaction with ServiceNow

ServiceNow was used by our company for a government agency, to help manage help desk incident, request, change, and problem tickets. It was used by our Tier 1 analysts to input tickets into the system, to be escalated to Tier 2 or Tier 3 technician's on the government side.
  • It is highly customizable. If you need to tweek something you don't like with out of the box features, it has far better malleability than other platforms I had used for the same purpose such as SharePoint, and Microsoft's ticketing system.
  • It has high functionality. Where we had problems before in other systems was in relating tickets to one another, and being able to run custom reports. ServiceNow can run reports on metadata and data across multiple ticketing systems, and it had no problems being able to relate keys from one table to the next. In addition, we were able to link fields from one ticketing system in another ticketing system, for each ticket.
  • It's easy to learn and tinker with. Having trained a team of help desk agents, this part was key. I've fumbled through training in multiple systems. This one by far was the most intuitive to use.
  • It's cheaper than other products with the same ratings. Remedy can be almost 10 times as expensive, depending on the customization needed and the number of users.
  • The look and feel could use a little bit of a facelift. Other than that, I wouldn't really change anything that can't be customized already.
  • Better customer service
  • Easy learning curve
  • Better reporting
Microsoft System Center, SharePoint, Serena. Of those that I have used, ServiceNow was the most competent in all areas. But it was also the most expensive.
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
How many users will be using this? How many will you need imported into the system as just metadata (such as affected users), and how many admins will need to be able to log in and make customizations? If these numbers are low, you may want to think about a cheaper system. Otherwise, this product is perfect.