ServiceNow Customer Service Management Reviews

Covers all ITIl aspects w.r.t incident, problem and change management.
It has a very cohensive environment right from when an employee joins the organisation, getting access to applications, performing day to day jobs with tickets, requests, incidents, problems and changes.
Given the fact that it also has inbuilt reporting capabilities, this is an absolute must.
It's api and backend can be accessed by multiple softwares and applications enhancing the capability to produce visually appealing reports.
Admins/engineers/customer service execs can create their own dashboards to monitor their queues efficiently.
Inhouse capability to graphically repsent the queue make things easier while distributing work, prioritising work, planning change activities etc...

None that I know of as yet.
Whatever customisations i needed were easily available within the existing module.

- out of the box configuration templates is great start point for setup

- Deep integration with other ServiceNow tools (big selections as well)

- easy for administration to benchmark and track support service

- like the fact that it has user customizable queries to filter out only items that you want.

- Performance is an issue. we have been getting on and off slowness that we can't seem to resolve it.

- over cost is higher compare with its competitors

- there should be ways to duplicates incidents

- Search result is unpredictable, sometimes search does not return the result you want without going into the module first (this is inconvenience as sometimes a ticket number is the only thing given and you have to figure it out what kind of ticket before searching)

works very well for support purposes. has all needed functionalities

can be complicated when it comes to admin stuff

Plentiful options when creating your favourites and setting your filtered searches (which are very detailed and precise). Any search can be added to favourites and be easily accessible. User interface is easy to navigate and find the options you're looking for. It uses easy to follow logic and it is very user friendly.

This is most likely depending on the implementation process and data migration during the integration process, the update field is constantly moving to the next case/incident which makes it hard to track you work at times. Most likely adjustable during implementation process.

The best tool for ticket/incident management for a large enterprise organization. It can create and tickets delegating it to individual groups so that it can be look at promptly for resolution.

No there is nothing I dislike about this software as it has made my life easy for raising ticket against team and also receiving issues from my application users and provide faster resolution

What I like the most in this software is the flexibility. It enables you to add customized workflow, option selections, custom pages depends on your business unit, customization reports and data API.

The only thing i don't like with this software is the performance. especially when you add too many contents on your page. I think this is the only downside of this application.

I use it for ticketing purpose and it is very easy to understand and implement.

The software can be laggy at times . No major lags though.

I like the way ML/AI is integrated with incident management and reduce the workload and fastly act on critical issues

It still needs to mature to cater for wide variety of platforms and workflows

As customizable as you need. Our Supply Chain Contact Center uses ServiceNow as their ticketing system. They're able to capture the source of the ticket (email vs phone), responsible parties, root cause, category and sub-category of issue, comments, and more. It's phenomenal. They've begun to use it to assign tasks from their department to other departments. This is a huge boost to their reporting capabilities, as they can now get a truer picture of their ability to hit SLAs. Our Process Optimization team is ramping up to use this to track reporting and project requests. Another stellar feature is ServiceNow's document repository. We're able to store training or case documents within ServiceNow, and then, when a rep types in their comments, ServiceNow actually displays related training and case documentation at the bottom of the page so the rep can review related documentation and resolve their tickets more quickly.

While ServiceNow has been wonderful for our Supply Chain Contact Center, it hasn't worked as well for our Security team, but I believe this has to do with how they've customized it for their own uses. For instance, my department will open a ticket for a new hire to receive proper system access, and we put the new hire's start date in the original ticket. Well, the original ticket isn't what's actually assigned to the Security Analyst - a sub-task is assigned, and the new hire's start date doesn't copy down to that sub-task. Consequently, Security Analysts often have to reach out to us to get information we already put in the ticket. Again, I think this has to do with how the system has been customized for their use.

we have been using this application for more than 2 years now. When it comes to ticket management and issue status management, this has been very effective. The integrity of the tool with OKTA is best thing in this.

The tool is very slow with processing things and not very effective in the documentation. It has too many options which is making users confused.

Very easy to create tickets and can be customized to work with your environment. User inventory can easily be populated to all of your company assets. User field can be populated automatically to bring up a user name and profile information.

Ticket system should automatically be saved. I wished there was a way to duplicate a ticket to a new ticket number for items not resolved. Instead of re-opening a ticket.
Your ticket search buttons should be easier to search, I have gotten lost several times searching for tickets.

The service now has very large tools whose main functionality is to make customer happy. They respond to our queries very fast and they make help of the different dashboards to perform their service we are using this for our ticket management here we can generate our different type response type like pdf,word etc their service is extraordinary and i love to work on this a lot

There is nothing specifically least in this. Everything is cool and good. We are looking for some new version

We used service now as an additional time management tool with other applications to keep track of project progress. Service now was semi easy to use and made up for what our other service lacked

Service now could be confusing at times and lacked integration with other systems/software. Could be tricky to change due dates- would have to change all by hand

Like all ServiceNow modules, the more pieces you buy, the more you gain, this is no different. The customer service management module was a valuable addition to our Incident Management purchase as it ties back to our end user population from a tracking standpoint

any customization out of the box requires expensive Servicenow or 3rd party assistance to execute. We're trying to keep it as vanilla flavored as possible.

You can integrate in the Customer Service Management Side, differents process like Case Management, Field Service, and inclusive Sales Force (Using a Plugin) in a single system of records. That gives you the oportunity to manage the main need from the CRM in order to give support of the needs of your clients using differents channels (Web Portal, Email, Chat, Phone, Mobile Apps).

In order to cover the need for a CRM solutions some customization may be completed, normally with plugins available into the ServiceNow Instance,

I like the how the system maintain the security level per user. You can see detail work notes and customer notes in different sections. You can setup priority level, team lots of etc stuff which is nice.

Its very slow sometimes and takes ages to load the dropdown. Worst part is some dropdowns are mandatory and if it doesn't load you cant create tickets.

Before we used servicenow our customer service management software was so old and out dated. One of my favorite things about service now as all the features it had like creating Knowledge Base, assigning tickets to different team members. it was fantastic

The only thing i would say that it was so new it was kind of a learning curve but besides that when you figure it out it works and works great.

It covers all aspects of ITSM, from requests to changes.

It is a bit cumbersome, and locks up frequently.