Best choice if you are looking for a ITSM web platform
April 06, 2022

Best choice if you are looking for a ITSM web platform

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceNow Now Platform

All our people use ServiceNow to open IT ticket and manage it and when it is closed they can give feedback. All IT staff use ServiceNow to manage these tickets The management of tickets by ServiceNow offers a database of case history and good statistics. It is the best ITSM platform that we have found, it is native for incident management, problem management, knowledge management, and service request management.

Pros

  • The best ITSM management just in 1 tool.
  • User friendly for no IT people when they must raise a IT issue.
  • It offer very good workflow during incident or request item.

Cons

  • Connection with external Service desk tool.
  • Ticket management improved when we started to use ServiceNow.
I was not in the team that take care of the installation of ServiceNow but their feedback was very positive. Go live was done by the planned date and their support at the beginning provided always a timely response. Their customer service is friendly and easy to reach. Today we don't use their customer service anymore because we have an internal IT dedicated to maintaining the system.

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?

Yes

Did implementation of ServiceNow Now Platform go as expected?

Yes

Would you buy ServiceNow Now Platform again?

Yes

ServiceNow is a web platform that does not require any installation on a customer's computer. It is very easy to use and it is user-friendly. The customer started to open incidents very fast without investing time and money in training. Customer loves the dashboard at the startup where they can see all their open incidents or look at KB articles for any issue.
if your company uses ITIL standards and you are looking for an ITSM platform ServiceNow is your best choice. It is a web platform well integrated with all common browsers. The installation didn't take a lot of time and it was not expensive. In the beginning, we bought ServiceNow in order to replace the old IT ticket tool then it was very flexible when we decided to implement Change Request, Asset Management, and KB for incidents and statistics.

Using ServiceNow Now Platform

All people use ServiceNow as ticket/incident management for IT.
3 - Our company has a dedicated team in order to develop/maintain ServiceNow, unfortunately, I don't know them as they are not in my region.
  • Incident Management for all people.
  • Request Management for all people.
  • Asset Management for IT internal.
  • Change Request for IT internal.
  • Web platform instead of old ticket management tool.
  • User friendly
  • Integration with external IT help desk.
Everybody in the company is happy to use ServiceNow.
All people are happy to use a user-friendly web tool in order to open IT incidents.
IT people can easily support people with a stable and solid tool.

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