Tech guy with 15 years of experience annoyed with ServiceNow.
Updated July 04, 2022

Tech guy with 15 years of experience annoyed with ServiceNow.

Max Lewenhaupt | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceNow IT Service Management

It's being used across the whole organization. Our entire company sends and finishes tickets using the portal. We use each queue for IT, facilities, and others. Our business needs quick responses, as we work at a media company. We handle [everything] from small issues to big issues on servers and it is of vital importance that the [ticketing] software [vendor] respect our time frames and needs.

Pros

  • Maybe some of the customization features.
  • Cloud-based.
  • Can add attachments [to tickets].
  • Chat Integration
  • Web based Catalog

Cons

  • Easy integration with Chat features
  • New version improves a lot
  • Getting better with attachmets
  • Search fields improve for last review
  • Need some works on database to reduce configuration items.
  • Improved on last versions
  • Work better on Chrome.
  • Reduce time
  • improve communication between different departments
  • Have a great Chat tool integrated
  • The Catalog Builder is amazing
  • Easy to create incident and create flows
  • Easy end user experience
  • You can build several Catalogs
  • Flow of documents and approvals doing great
  • Happen some Time outs but that have to do with some huge quantity of software manage for our company
Our Company uses Service now for a long time. I have seen the evolution and honestly the product has recently surprised me. The improvements have been incredible in terms of speed and ease of use. My team is very happy with the product. The interaction has improved remarkably between our work groups thanks to Service Now, the current product stands out from all the other products present in the market.

Do you think ServiceNow IT Service Management delivers good value for the price?

Yes

Are you happy with ServiceNow IT Service Management's feature set?

Yes

Did ServiceNow IT Service Management live up to sales and marketing promises?

Yes

Did implementation of ServiceNow IT Service Management go as expected?

Yes

Would you buy ServiceNow IT Service Management again?

Yes

The latest versions greatly improved my previous experience. I had the opportunity to learn management modules and we need to improve and reduce the size of our database to improve performance. But it is excellent what they have achieved in these times. With my experience from many years in different countries I have to admit that the Catalog builder tool saves a lot of time. It's excellent.

ServiceNow IT Service Management Feature Ratings

Incident and problem management
9.6
Organize and prioritize service tickets
10
Self-service tools
9
Subscription-based notifications
10
ITSM collaboration and documentation
9
ITSM reports and dashboards
10
ITSM asset management
9.7
Configuration mangement
10
Asset management dashboard
9
Policy and contract enforcement
10
Change management
9.7
Change requests repository
10
Change calendar
9
Service-level management
10

Using ServiceNow IT Service Management

1000 - [They use ServiceNow for the] Ticketing system, [to] open incidents, [and to] see ticket status, request assistance, request for facilities, send questions, request access, etc.
Not sure, I know there are 1 or 2 persons involved internally [but they] never assist me properly.
  • Incident Request
  • Access Request
  • Facilities
If was my choice [a long] time ago this software would be gone for good.

Evaluating ServiceNow IT Service Management and Competitors

Yes - I think [it] was Remedy, sadly replaced.
  • Price
[Aside from that] No idea. Was there when I got into [the organization].
My feedback for my manager is honest and everybody [is as] concerned about it as me. [We are] Not happy.

Using ServiceNow IT Service Management

The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
ProsCons
Easy to use
Do not like to use
Unnecessarily complex
Not well integrated
Inconsistent
Slow to learn
Lots to learn
  • The only thing is some templates - everything else, no.
  • So much text.
  • So many useless options.
  • So many clicks to close a ticket.

Comments

  • Jamie Imms | TrustRadius Reviewer
    Jamie Imms
    commented 8 years ago
    Hi Max, it sounds like you're using ServiceNow with little to no administration training? It is a complex system, definitely, but the negatives you're listing are solvable. * Incident forms in particular can be customised to require as little or as many required fields as desired. * Search fields use asterisks as wildcards, I believe. * 'you cannot load any kind of templates' - this is definitely not true. * If tickets are appearing after closure, there is probably a problem with the filter of the list you're looking at. I would suggest working with your ServiceNow Account Manager to voice your concerns and organise the required training needed to effectively administer the system.

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