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Great tool for managing incidents
March 23, 2022

Great tool for managing incidents

Vikalap Gupta | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceNow Now Platform

ServiceNow Now Platform helps with incident tracking, requests, and problem management. It has built-in workflows with customization; this helps with the proper management of work items. The approval process helps ensures tickets go through proper approval flow. With multiple customers and their issues, this tool is essential to manage everything and meet customers' expectations.
  • Workflow
  • Custom changes
  • New fields
  • Notifications
  • Custom views
  • Too many options
  • Query editor can be simplified
  • Better communication
  • Better tracking
  • Custom reports which helps with analysis
ServiceNow Now Platform support has always been perfect on what we needed. No complaints in this regard which indicates it's very much a positive experience.

Do you think ServiceNow Now Platform delivers good value for the price?

Yes

Are you happy with ServiceNow Now Platform's feature set?

Yes

Did ServiceNow Now Platform live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow Now Platform go as expected?

I wasn't involved with the implementation phase

Would you buy ServiceNow Now Platform again?

Yes

ServiceNow Now Platform meets all the key requirements of incident management. It has well-designed workflows and allows customization. User setup is easy, and different levels of access can be given to users. Data reports can be generated, and users can create custom views for their needs. It supports other items as well like problem management and change requests.
I was not involved in this decision-making.
ServiceNow Now Platform is best suited for incident tracking. The incident goes through various phases, and it also has different categories and severity. All of it is managed within the ServiceNow Now Platform. Similar to incident tracking, it is also well suited for problem management and change requests. Custom fields can be added, and workflows can be customized as well.