ServiceNow and its Strengths
Overall Satisfaction with ServiceNow
It is being used by the whole organization for reporting of problems by users, workflow of tickets, implementing a knowledge base and also self service to our company.
Pros
- Integrating with our knowledge base and the ability to attach knowledge articles to tickets
- The service catalog is very simple and easy for our users
- Can host a lot of information and integrate it across several modules
Cons
- The change system is confusing and our company does not implement it
- Adding bookmarks can sometimes be quite confusing and not easy
- I feel the multitude of options in the navigator can make browsing sometimes a difficult task
- Ability for users to open their own tickets, causing fewer calls to the help desk
- Ability to order items using the service catalog, expediting these types of issues
- Support staff can quickly and easily handle and prioritize tickets for completion
I was involved with a migration from HP Service Manager to ServiceNow, and the difference between the two was quite obvious right away. ServiceNow offers more features, more integration, a more friendly user interface, the list goes on and on. Unfortunately this is the only comparison I can personally make, but there was no doubt that ServiceNow was the stronger of the two.
ServiceNow IT Service Management Feature Ratings
Using ServiceNow
15000 - Every aspect of our business uses service first, from support to everyday employee. Support staff uses it as a ticket tracking system, request fulfillment, problem tracking, along with integrated knowledge base and solution center. The everyday users in our business use the system to enter their own tickets and requests, along with keeping track of their requests and also a self-service portal.
Evaluating ServiceNow and Competitors
Not Sure
- Price
- Product Features
- Product Usability
- Vendor Reputation
Unfortunately I was not involved in the decision to purchase the software.
I was not involved in the process of choosing Service First.
ServiceNow Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Using ServiceNow
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Opening and closing of Incidents
- Addition of modules
- Integration with tools such as AD
- Adding bookmarks
- Finding information about users within the system
- Adding notes to incidents as there are several options for where this can happen
Comments
Please log in to join the conversation