Overall Satisfaction with ServiceNow
We use it for our service desk and the entire IT department, as well as our medical enrollment department, and we are adding groups monthly so that we are all on the same system. We are better able to communicate this way. It has helped to be on the same page as well and be better organized.
- Organizes tickets very well.
- Allows multiple users to interact at one time on a ticket.
- Having the option to have multiple categories is also nice.
- The ability to reopen a ticket even after it is closed for final. We then have to recreate the ticket.
- Very positive ROI - it has allowed us to be very efficient compared to using SmarterTrak.
We used SmarterTrak before and it was almost impossible to use. The flow of ServiceNow is so much better. SmarterTrak was hard to follow the ticket. Unless you were part of multiple groups in the system you couldn't view certain tickets.