ServiceNow at NIDCR / NIH
September 25, 2015
ServiceNow at NIDCR / NIH
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceNow
We use ServiceNow as a ticketing system at NIH. It is also used to build reports for metrics regarding the tickets we obtain and complete.
It is widely used at NIH. It address IT issues in tracking what users needs help with and reassigning tickets to techs across different campuses and location. Also it helps in regards to creating reports to measure our productivity.
It is widely used at NIH. It address IT issues in tracking what users needs help with and reassigning tickets to techs across different campuses and location. Also it helps in regards to creating reports to measure our productivity.
- Tracking tickets and reassigning tickets
- Allows up to pull reports on tickets that have come in
- Web interface that will allow ease of use at any given time. Not tied down to one machine.
- Reports are hard to generate and takes a long time to load. Its not a simple task and the GUI lacks desire and ease of use
- Although it is a web based platform being mobile is highly necessary and pulling the ticketing system on a device to track a ticket is not friendly at all. There is much that needs to improve.
- General over all look and GUI plus features such as time and duration of a ticket cannot be tracked reasonably as we cannot add in our own time, It only starts and ends when we have time to either create a ticket and or close the ticket.
- Keeps techs accountable
- Keeps users accountable
- Allows to track efficiency of techs.
I have user ServiceNow and tech tracks, bugzilla and Remedy.
Being able to user ServiceNow at any workstation for its web interface is great. However tracking time used on the tickets is lack luster.
Also report building GUI can be more robust.
Being able to user ServiceNow at any workstation for its web interface is great. However tracking time used on the tickets is lack luster.
Also report building GUI can be more robust.