ServiceNow tool
April 11, 2022

ServiceNow tool

Prad Das | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceNow Now Platform

It is the easiest Ticketing and issue Tracking management system. I can see the details from the originations, the impact caused by the Bug, and the Changes made by the technical team members. Finally how the issue got resolved by the Tier-3 support team. A proper way to follow ITL Management.

Pros

  • origination of the errors or Bug
  • What troubleshooting were done by Tier-1 or Tier-2 support team. Any logs got attached to review
  • What changes so far were made by technical team.
  • Whether the required changes got approved by CAB

Cons

  • Sometime it is difficult to reopen some closed ticket for escalation.
  • Sometimes it is not easy to read the latest updates via email attachments without opening the client tools
  • I feel sometimes the context gets too long to follow. it contains too many details logs. This is not bad but sometime in the rush could get a little overwhelm.
  • It follows the proper ITL methodology. e.g. starting from Incident management, Problem Management, Request Management and Change management,
  • It has a easy features of drag and drop with other Business Applications .
  • It help us to manage the workflow and storing the historical data in the Cloud for future references.
So far we are having zero downtime except some planned maintenance work. This has a strong workflow and Business Application API. Which help us to manage this Software in a easier way.

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

This has a stronger API. Easy to keep track of the Incident managements. Keep this interface enable across other Business Application. e.g. Oracle People Soft, Oracle EBS Suite
Very easy to use. Capture more data from the Incident and problem management. Easier to escalate and following the change management process to resole the issues.
It can handle a massive load of data without any traffic issues compared to Jira or another ticketing system. Very easy to see who already read the tickets which was not a features with other ticketing system what I have used in past. It is also easy to add or drag any attachments. Which also help for our change management process.

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