Great tool for ITSM
May 01, 2021
Great tool for ITSM
Score 8 out of 10
Vetted Review
Verified User
Software Version
Professional
Modules Used
- Field Service Management
Overall Satisfaction with ServiceNow Customer Service Management
Service Now is being used across all of the departments in the end user services space to manage IT helpdesk tickets, requests and issues. It is also used to manage different datasets related to field services, location data, site details and others. It also houses data from other customer support channels like chat, voice etc.
- Robust Design
- Ability to add multiple data sources
- Good reporting and dashboard options
- Slower performance speeds
- Old design
- Inability to standardize dashboard views
- Dashboards
- Ticket Management
- Knowledge Base
- Reduced time on task to manage tickets
- Improved customer satisfaction
- Reduced costs for multiple solutions for different functions
Have not used other similar products in the same space, ServiceNow has always been the preferred tool.
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?
Yes