Fantastic ITSM tool! Falls short on empathy for individual needs.

Sometimes the support may not understand what we are asking from the service tool. They give very generalized answers that could have been looked up online. It would be good to be more personable and listen to the actual needs of the business instead of deferring us to documentation instead. Many are visual learners.

The usability is very good! However, adoption within the business is entirely up to the heads of the company. As mentioned before, support and directional needs from ServiceNow could be better managed. Perhaps, they are bringing in more new career starting members to their team and they are going by a script is what I found.

ITSM tool for the end-users interface is easy to use and navigate. The buttons are clear and easy to read. The selections are very transparent in softboxes to fill in the form. Adaptions within departments are difficult. It's hard to define to use case per function of each individual needs. More chat collaboration is probably needed within the application to include others in an incident.