ServiceNow is a robust service management tool.
April 24, 2021

ServiceNow is a robust service management tool.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Software Version

Standard

Overall Satisfaction with ServiceNow Customer Service Management

ServiceNow [Customer Service Management] is used for service requests, configuration item management and change order tracking
  • Customizable search for any sub catagories
  • Required field management
  • Email notification
  • Not easy for new users to handle advanced search
  • Misleading approver section showing all past approvers even if they are not part of the current process.
  • SLA tracking
  • Configuration Item management
  • New product to environment did not take too long to show its potential in positive reporting
  • BMC Helix ITSM (Remedy)
Similar functions as other platforms. Web based user experience. Nothing to load or update on a system.

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?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow Customer Service Management go as expected?

Yes

Would you buy ServiceNow Customer Service Management again?

Yes

Microsoft Teams, Citrix Virtual Apps (formerly XenApp)
[ServiceNow Customer Service Management is] well suited for users to generate initial service requests without contacting a service desk.

ServiceNow Customer Service Management Feature Ratings

Organize and prioritize service tickets
8
Expert directory
6
Subscription-based notifications
7
ITSM collaboration and documentation
7
Ticket creation and submission
10
Ticket response
9
External knowledge base
Not Rated
Internal knowledge base
7
Customer portal
8
IVR
Not Rated
Social integration
Not Rated
Email support
8
Help Desk CRM integration
8