ServiceNow could be exactly what you are looking for
July 20, 2019
ServiceNow could be exactly what you are looking for
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceNow
ServiceNow is the ticketing system used by our entire company. Anyone from production, engineering, executives, field sales/support, finance, customer service and anything I may have missed uses ServiceNow to log tickets. The IS department uses ServiceNow to update, track, monitor and close out Tasks, Incidents, and Change Requests. ServiceNow is a pretty vital part of our business. We also use it for process documentation. I am sure that we use it for many other roles that I am not aware of.
Pros
- I like the way the dashboard is setup, very easy to access reporting I need to see to help run my team better.
- Its very easy to train end user on how to input a ticket. The process is typically very easy.
- I also enjoy to ability to export reports to an excel file for further analysis.
Cons
- When adding additional filters to a report that has already been created, that seems to create issue with pulling information from the database correctly.
- We use SN for asset management, it can sometimes take awhile for information to update.
- Alot of times, KB articles do not save to my favorites correctly and I have to go try to find them again. That can be a bit tedious.
- With the ability to add relevant reports to your dashboard, organizing your time is made alot easier.
- I don't do a lot with Change management, but I do speak with those guys quite often and I imagine their jobs would be much harder without software such as this.
- I have no idea how much we pay for SN, but its definitely worth every penny.
Honestly, I prefer Autotask but that could be because I have used it so extensively in the past. ServiceNow is great but I think it is definitely more "buggy" than Autotask. Autotask just seems a lot more polished on the backend. I haven't experienced any issues with reporting like I have with ServiceNow. I think SN is a great tool, I just prefer AT.
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