ServiceNow - Great for process improvement, poor for Customer Improvement
March 01, 2018
ServiceNow - Great for process improvement, poor for Customer Improvement
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceNow
ServiceNow was used for IT service management by my organization. We utilized a lot of the features and modules including Change, Incident (Internal and External), Knowledge, Problem, Community, and chat. This tool enabled us to implement the ITIL service model of Change Management and Incident Management.
- Easily customizable forms and tables and easy to create field dependencies.
- Great user interface which allows agents to customized lists, favorites, bookmarks, and their dashboard.
- Great filtering options for list views and record views
- Reporting - ServiceNow has definitely come a long way with their reporting features, however, we had to outsource to a third-party entity to create more robust dashboards and reports
- Permissions - User permissions are actually fairly good, but not as easy or intuitive as other systems we have used. The crossover of permissions from the knowledge module and the rest of the platform is subpar.
- Limited CRM features - Although ServiceNow has recently rolled out a lot more CRM options within the past 2 years, it pales in comparison with the more established ones out there, leaving room for error and a gap between managing internal processes and customer-facing processes.
- Positive impact - Great ROI due to the ability to automate business processes, which in tern means our agents are more efficient and productive. This had lead to a drastic decrease in the need for additional personnel. Our Care departments were able to save money on hiring less people.
- Negative impact - Because our agents had to use this system along with 2 other CRM systems, we were duplicating our expenditure on systems that had overlapping functionality. This lead to serious consideration into whether ServiceNow was really a necessity when there were other ticketing systems that combined the power of Customer Relationship Management.
- Positive impact - Using ServiceNow brought us the ability to implement ITIL processes and concepts into play, which really helped us analyze how we were doing business and how to efficiently manage all of the IT aspects of our company. This led to efficiencies across multiple organizations, therefore allowing us to restructure and align our business org.
We previously had our Change management process in Sharepoint which was cumbersome and very manual. Bringing this process into ServiceNow was one of the best things we could have done. With Zendesk, we decided to use that system for another department and it just doesn't provide the customizability and ease of use when creating workflow rules and triggers to automate an incident or change management process. Finally, Salesforce has the capability and features of a robust CRM but there is no incident or change management out of the box. Customizing these processes out of Salesforce proved to be too much to take on when we could use a system designed exactly for that need.