One of the best for SLA/TAT monitoring and remote working
May 27, 2021

One of the best for SLA/TAT monitoring and remote working

Puneet Pandey | TrustRadius Reviewer
Score 9 out of 10
Vetted Review

Overall Satisfaction with ServiceNow App Engine

ServiceNow App Engine is the backbone of our organization. It is used day in and out for tracking activities/tickets/concerns. Most importantly, it helps in load allocation and monitoring. Its integration with Outlook and Navision is awesome. It is used across the whole organization.

ServiceNow App Engine is used to track our daily business activities. It makes it easy to track and count on the load/tickets. Also, it takes care of SLA, which helps in proving efficiency and duplicate checks.
  • Integration with Outlook
  • Integration with ERP
  • Followup function
  • SLA tracker
  • Load tracker
  • Filtering of load
  • Sometimes attachments do not get linked with the tickets
  • Sometimes updating ticket state causes an issue
  • Requires stable internet connection to work smoothly
  • Monitoring SLA
  • Tracking orders/task
  • Integration with Outlook
  • Integration with ERP
  • Saves time by properly allocating tickets
  • Ease of doing work
  • Ease of monitoring work/task status
  • Monitoring SLA and TAT
  • Time saver
ServiceNow App Engine is best among all the competitors. Its integration is best with Outlook and ERP, its SLA management is best, and very organized filters are very useful. Categorization of tickets is something that is very useful. It's very easy to search the tasks/order with limited keywords and very easy to customize. The best part is we can simply reply on mails using ServiceNow App Engine and keep a proper log of the tickets.

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Did ServiceNow App Engine live up to sales and marketing promises?

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Did implementation of ServiceNow App Engine go as expected?

I wasn't involved with the implementation phase

Would you buy ServiceNow App Engine again?


OneNote, Citrix Gateway (formerly NetScaler Unified Gateway), MS SharePoint
  1. Allocation of work within team
  2. Set priority for task
  3. Tracking of task
  4. Monitoring of SLA is best

Less appropriate if replying via ServiceNow App Engine on tickets, needs to be more user friendly, sometimes it takes time to integrate the status of the tickets.