ServiceNow - Flexi ticketing tool
March 25, 2022

ServiceNow - Flexi ticketing tool

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

Overall Satisfaction with ServiceNow Now Platform

It is used by Internal IT and all employees can raise ticket using it.This is very nice platform for Service tickets, reporting and change management. Can create templates for change requests.
Easy for freshers to start with the ticketing system. Even it is easy to manage the database of this application.
There are scenarios where we even pull data from DB for audits and reports.
  • Self Explanatory UI
  • Easy for freshers to understand
  • Good for internal KB creations
  • When the SQL server is busy application too experiences performance issues
  • The status changes are not very much effective as the SLA clock is always ticking in most of the statuses
  • Time saving when a senior resource makes a internal KB for particular category of incidents and junior team members can follow it instead of starting it from the initial step
  • Change templates are much needed for recurring events
We find it easy as per UI appearance and also comfortable using the filters for report generations and KPI tracking.
Also find it helpful in change management. Problem management is an added feature in ServiceNow. It had helped in repetitive type of incidents reduction. Replaces using multiple apps for tickets,KBs, change and problems as well

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Easy to use. No need of any special desktop app installed in separate. Management uses it for reports while IT users use it for their tickets.
Multi functional, user friendly and easy to maintain. Well defined approval procedure. Individual queue management is flexible with required filters. Reports are accurate all the time.
It is very well suitable for large scale organizations. In an environment where frequent change requests are expected. Also very much suitable for teams with lots of freshers. Level1 and Level2 environments where KBs are much needed. Required where incident type tracking is must. Also when incident categorization and reports are needed.