ServiceNow could be exactly what you are looking for
July 20, 2019

ServiceNow could be exactly what you are looking for

Jasun Aubert | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

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.
  • 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.
  • 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.
ServiceNow is a great tool for any deskside or MSP team. Overall, it is easy to use, very end user-friendly and just makes my job a lot easier. I manage 7 deskside techs and our queue often gets to over 120-150 tickets. We support roughly 1000-1200 employees. One thing I did notice is the status of the tickets seems to have no effect on the SLA warnings like it should. Putting a ticket into Awaiting caller status doesn't seem to stop the "timer" on our SLAs as it should.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
9
Service restoration
7
Self-service tools
8
ITSM collaboration and documentation
7
ITSM reports and dashboards
8
Configuration mangement
Not Rated
Asset management dashboard
7
Policy and contract enforcement
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated