ServiceNow - At your Service
February 07, 2020

ServiceNow - At your Service

Srinivas Rao | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceNow

ServiceNow has been an integral part of our Service desk, used by tech and non-tech customer service team
This is used by most of the departments that are associated with one of our clients. ServiceNow addresses the central issue of handling customer issues. It is used extensively by about 300 of the total of 500 staff members of my organization.

Pros

  • Tracking incident history
  • Report Generation

Cons

  • Its keep logging out
  • Overall layout
  • There has been no considerable negative impact
The significant difference between Cleo Clarify and ServiceNow is Cleo Clarify is integrated software. It handles customer data and the tickets too. But Service now that we use is not.
Unfortunately, I have never required Support :) There have been instances where there was a downtime for a few minutes, maybe, but it was up and running. It did not affect business.

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?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow IT Service Management go as expected?

Yes

Would you buy ServiceNow IT Service Management again?

Yes

If I am opening a new process, then I will include ServiceNow. I will recommend highly to the people who would require an application to track data and handle customer complaints and issues.

ServiceNow IT Service Management Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
8
Expert directory
8
Service restoration
9
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change management
8.7
Change requests repository
8
Change calendar
9
Service-level management
9

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