Disgruntled IT Lead Finally Finds Product Worth Using
August 05, 2014
Disgruntled IT Lead Finally Finds Product Worth Using
Score 9 out of 10
Vetted Review
Verified User
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.