Updated December 23, 2015


Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceNow

We use this product across the entire organization for it support.
  • Creating an issue is easy
  • Requesting an item is easy
  • Closing the software is easy
  • Do not have a resolve status and a closed status
  • Do not use subtasks - keep it simple
  • When I log in, make it easier to see who is working on my ticket/less vague statuses
  • Negative ROI - bad customer service
  • Negative ROI - decreased efficiency
  • Negative ROI - slower lead conversion
Atlassian JIRA with Service Desk
We use JIRA for development and ServiceNow for support. Working in an international company, it is difficult to track and difficult for everyone have insight to what is going on in an issue. Because of the lack of functionality in ServiceNow, we actually have ServiceNow auto generate JIRA tickets. The resolution time is same day with JIRA. JIRA has an iPhone app that is free. JIRA costs way less, and doesn't need a manual or training to use.
There aren't any scenarios where it has worked well. I would recommend Atlassian products any day over ServiceNow.

Using ServiceNow

We use it for all incidents unfortunately and all requests for new software or hardware. Since I originally wrote this review, we have added on the time card feature. It is a total piece of dung. They need to have a feature where you can default 8 hours across the board and not make me put it in one day at a time.

ServiceNow Training

To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.

Using ServiceNow

Performance is generally poor and sometimes very poor. Users call it Service-Later. This is probably the most user unfriendly system ever created. The database structure is so complex (read chaotic) that reporting is extremely difficult to manage. I wish they could get a refund.
Do not like to use
Unnecessarily complex
Difficult to use
Requires technical support
Slow to learn
Feel nervous using
Lots to learn
  • Creating a ticket
  • Figuring out what status the ticket actually is in
  • Figuring out who is working on my ticket