ServiceNow for Success
August 22, 2018

ServiceNow for Success

Phanindra reddy Bommu | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ServiceNow

ServiceNow is used as a Service desk tool where we can track customer incidents, Change management, task assignment, and SLA's. It also automates the flow of the business process with the help of structured workflows. We will get the customer requirements as we will be developing the new applications or adjusting the existing ones.
  • Usability of ServiceNow is very easy and users feel it is simple to use its UI for automating processes
  • Integration of ServiceNow with any system is smooth with its flexibility and technology
  • Processes are clearly defined and automation allows for easy implementation of workflows
  • The user interface of SN is not friendly for process automation tools like BluePrism etc. Need to use images and keyboard shortcuts, instead of UI elements
  • The application is slow if we did more customization
  • Works well with some specific browsers
  • Reduction in call center volumes
  • It is good for Medium and large-scale industries. For small organizations, it might be too expensive and the ROI will take a long time
  • Can utilize the resources working in the Service desk in other areas
Task management is easy in ServiceNow compared to JIRA, Freshdesk, and other tools. Asset management and change management is easy in ServiceNow. Community support is the major advantage for ServiceNow. The API and extensibility of ServiceNow are very high. Considering Capability, Ease of Use, Pricing, Support, Community Support, and 3rd Party Integrations, ServiceNow has the upper-hand.
ServiceNow is well suited in the areas where we need to have service desk features. Incident management and change management are the other two areas where SN is well suited. The knowledge base scripts provide a method for both customers and help desk to resolve issues very quickly.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
9
Expert directory
8
Service restoration
9
Self-service tools
9
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
8
Change requests repository
10
Change calendar
9
Service-level management
10