A support ticketing system that works and is easy enough for end users to navigate
January 29, 2020

A support ticketing system that works and is easy enough for end users to navigate

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ServiceNow

We use ServiceNow for managing support incidents and change management.
  • Support ticketing.
  • Change management.
  • A cleaner interface would be nice.
  • Attachment management.
  • We now have the ability to track ALL tickets and hours spent on them.
  • Change management has saved countless hours tracking back disruptions.
Both Heat and ManageEngine were convoluted, too complex and very hard to use, especially from the end-user perspective, and also from the support team. ServiceNow, on the other hand, is very intuitive and more user-focused than the other products making the users feel welcome and encouraging them to use the system.
Every time we have had a need to contact support it has been pleasant and they have resolved our issues with no problem.

Do you think ServiceNow IT Service Management delivers good value for the price?

Yes

Are you happy with ServiceNow IT Service Management's feature set?

Yes

Did ServiceNow IT Service Management live up to sales and marketing promises?

Yes

Did implementation of ServiceNow IT Service Management go as expected?

Yes

Would you buy ServiceNow IT Service Management again?

Yes

Over the years I have tried multiple ticketing and change management systems and Service Now is by far the simplest to use, but without compromising any of the functionality or configurability of the other products. And being a cloud-based system, the maintenance is almost non-existent which is always a plus.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
9
Expert directory
7
Service restoration
6
Self-service tools
7
Subscription-based notifications
7
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
6
Configuration mangement
6
Asset management dashboard
6
Policy and contract enforcement
Not Rated
Change requests repository
7
Change calendar
6
Service-level management
6