Item: ServiceNow Customer Service Management
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

ServiceNow is utilized by several teams, mainly the IT crew to manage all incidents, service requests, tasks, inventory of both hardware and software. The tool is used to communicate back and forth with end users and the help desk. We also assign software licenses and hardware items via the tool.

Pros and Cons

Allows for clear communication between help desk and end users.
Provides a clean inventory option for both hardware items and software licenses.
Navigation is very intuitive and user friendly.
Many reporting features for all levels of the company.

Reporting could be more granular.
Slow loading pages more often than not.
Updating of categorization can take a long time to propagate.

Return on Investment

Ease of use between departments has been a huge success.
Uptime is almost perfect, it's just that the pages load a bit slower sometimes.
Any kind of outage has been handled very promptly.

Usability

Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.

Support Rating

Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.

Key Insights

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

Yes

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

Yes

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

Yes

Did implementation of ServiceNow Customer Service Management go as expected?

Yes

Would you buy ServiceNow Customer Service Management again?

Other Software Used

Atlassian Confluence, Salesforce CMS, Cherwell Service Management

Likelihood to Recommend

If you're looking for something simple and easy to use for a few thousand people, SNOW is it. Simple top to bottom filling out of forms can be trained to almost anyone within a few days. The autocomplete feature for most fields is an excellent time-saver. The only issue with reporting is that sometimes you're missing certain information that you may need, like tasks vs incidents.

ServiceNow will take care of all your ticket management needs.

Software Version

Overall Satisfaction with ServiceNow Customer Service Management