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

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