ServiceNow: A Great Tool for Bankers
April 28, 2021

ServiceNow: A Great Tool for Bankers

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Software Version

Standard

Modules Used

  • Field Service Management

Overall Satisfaction with ServiceNow Customer Service Management

Used across the whole organization. Too cumbersome and not easy to locate items when asking for help. Would recommend a job aid or help tool to assist new users. I find myself spending a lot of time locating what I'm requesting assistance for. It does keep track of tickets submitted every step of the way which is very useful but does not provide a name to reach out to for assistance and/or questions.
  • Easy log in
  • Easy to view screens
  • Easy to track
  • Need a aid on how to use the system.
  • Functionality to scroll down should not be too sensitive.
  • Adding user helpful tools to help navigate.
  • Maintaining a record of tickets submitted.
  • Easy access to view tickets.
  • Step to step automatic email notifications is a plus plus.
  • The negative impact for my team is the delay in team completing tickets but not a system issue.
  • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
  • Negative impact is that there is no user job aid or helpful tools for new users.

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

Not sure

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?

I wasn't involved with the implementation phase

Would you buy ServiceNow Customer Service Management again?

Yes

Well suited to maintain a record of all tickets.

ServiceNow Customer Service Management Feature Ratings

Organize and prioritize service tickets
5
Expert directory
5
Subscription-based notifications
5
ITSM collaboration and documentation
5
Ticket creation and submission
5
Ticket response
3
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
4
Help Desk CRM integration
Not Rated