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Supporting a call center using ServiceNow
February 10, 2020

Supporting a call center using ServiceNow

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceNow

ServiceNow is used in the tracking of IT services-related technical activities. "Tickets" get created to record requests, incidents, changes, etc. within the firm. A helpdesk is available where technical support folks can create tickets on behalf of callers who are in need of supplies or assistance with some technology. Other professionals who are more comfortable navigating the ServiceNow product will create their own tickets .
  • Ease of ticket creation (navigating just a few fields to get the process underway).
  • Ability to provide supporting documentation as attachments to tickets (screenshots, spreadsheets).
  • General slowness when querying on lists of tickets at times.
  • Mentions of service disruptions can be significantly delayed following the actual event (i.e. network connectivity disruption, power loss, etc.).
  • Positive--ability to track the status of major disruptions, helpful in communicating with impacted users of our services without significant delay.
  • Positive--improved visibility into progress of ticket completion.
Our contact center (call center) uses Ivanti Service Management, a product that parallels how ServiceNow operates. Though the out-of-the-box offering resembles an incident management solution, we had customized it to be more of a call tracking tool for folks calling into our center with questions about a variety of financial planning topics. It is difficult to compare the two applications, as the ServiceNow is a far more current version than the Ivanti offering we have in place (the release is a few years old) and them being used in different ways.
Having used earlier versions of ServiceNow, when compared to its current look and feel I can say the current version we're using is far more intuitive, simpler to navigate (even for novice users of self-service tools), and quicker. On occasion I can see slowness when performing searches in the Knowledgebase or when querying for tickets, but other than that am pleased with it as a tool to support our practice.

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

Not sure

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?

I wasn't involved with the implementation phase

Would you buy ServiceNow IT Service Management again?

Yes

ServiceNow is certainly appropriate for any organization that operates using a ticketing system to document work managed (i.e. an IT HelpDesk, a cable, phone, or internet service provider). It would not be well suited for an environment where service offerings are not the type that can be compartmentalized and aggregated perfectly (i.e. some professional services such as law offices, financial services, medical facilities).

ServiceNow IT Service Management Feature Ratings

Incident and problem management
9.4
Organize and prioritize service tickets
10
Expert directory
8
Service restoration
8
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
9.0
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
Not Rated
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10