ServiceNow from an IT and call center perspective
January 17, 2018
ServiceNow from an IT and call center perspective
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceNow
Servicenow is used for tracking of inbound customer incidents, project management task assignment and coordination, change management and task coordination, problem management and asset management to a certain degree.
Servicenow helps solve the problem of not being able to associate configuration items with tasks performed on them regularly, be they break-fix, routine maintenance and other one off changes. This can be critical for mapping out trends in incidents and potential infrastructure flaws.
Servicenow helps solve the problem of not being able to associate configuration items with tasks performed on them regularly, be they break-fix, routine maintenance and other one off changes. This can be critical for mapping out trends in incidents and potential infrastructure flaws.
- The change management and task relationship is exceptional. It allows easy collaboration between multiple users on a single change.
- Incident communication workflows are easily customized to ensure that agents are responding to incidents within management defined SLAs. Out of the box communication to the opening user is excellent as well.
- The responsiveness of searching previous incidents/problems/changes along with the easy ad-hoc filter generation.
- Since there are so many ways to customize this application, depending on what your deployment scope is, it is very easy for a smaller development team to get backlogged in enhancement requests
- The user of hyperlinks within forms to generate new windows can have unexpected scrolling behavior of the parent window upon completing a form.
- Out of the box time entry and management is very cumbersome.
- Reduced the amount of maintenance we were performing in house monthly with our on prem PeopleSoft Window.
- Reduced application downtime, which resulted in callcenter agents re-entering ticket information.
- Increased visibility of problematic recurring issues with specific CIs.
- PeopleSoft and SugarCRM
Servicenow is considerably less cumbersome from a maintenance perspective compared to both SugarCRM and PeopleSoft. The costs can be considerably higher than SugarCRM if you already have an in-house development team and can allocate their time, but the flexibility and polished feel of service now still puts it far ahead of both. Servicenow has much more of a "modern application" feel and feature set than the other two platforms I have CRM experience with.