Opiniones de ServiceNow Customer Service Management

Crear ticketes

Comentarios: Los empleados de la empresa crean sus propios incidentes a traves de este programa de manera muy sencilla. Asi mismo a las personas de mi departamento les llega la notificacion inmediata y esto hace que la relacion usuario-departamento sea muy sencilla.

Puntos a favor:

A traves de esta herramienta es muy sencillo crear, visualizar y actualizar los ticket o incidentes para buscar solucion a los usuarios.

Contras:

Es bastante extensa y te toma solo unos dias acostumbrarte a usarla. Una vez te acostumbres podras sacarle mucho provecho a este programa.

ServiceNow A Great Piece of Software

Comentarios: We use it to enter tickets for clients experiencing issues with our software. I use it on a daily basis to log these tickets and to keep records of issues that are clients experience.

Puntos a favor:

This software is very easy to use and is extremely user-friendly. I love that it is very customizable and can be tailored to any buisness model.

Contras:

There are times that it can be slow when trying to interact with some of the dashboards.

Service Now -tools to use for Ticket management

Comentarios: I love the look and feel of service-Now.Support documentation and KB articles.If you have HI portal access then 80% of your problem is gone. Means you will get all the access for KB and documents which help you to understand any issue or product/ releases.Price is bit high but it is worthy to have Servicenow in your company.

Puntos a favor:

first and formost point is, most the module is Workflow driven.for Juniors it is ease to use and learn.coding is minimal.you will get hell lot of examples from Web and Service-now communities to refer. APIs are readily available to integrate with any app.

Contras:

if you report a problem or request for new feature then Servicenow team will take time to review that.then they will plan in their road Map may be it will come in next release like they have different release (helsinki/ geneva) or may be it will not come.this software they are keeping upto date so your team should have developers to fix the issue after each release.but i will say their product documentation is so so So good, it will help to understand and fix anything.

ServiceNow - Integrate all you can . One stop for Managing your IT Lifecycle.

Puntos a favor:

Managing ITIL Processes has become easier with ServiceNow. Integration with various security tools helps a lot.

Contras:

Sometimes Implementation can be tideous but the Customer service team is awesome to help you with that.

ServiceNow Not for Small and Medium Sized Businesses

Comentarios: When this was flagged to ServiceNow Management, they have washed their hands of it and said for me not to get my hopes up that they will do anything. It's clear that I am too small of a business for them to do anything for us. My only option now is litigation.

Puntos a favor:

The PROMISED functionality is fine. They never got it to a functional state after a year of "implementation." I do not recommend ServiceNow for small and medium sized businesses because ServiceNow doesn't care about fulfilling their promises because losing a small business is no big deal.

Contras:

I feel that ServiceNow lied to me. I was told that it could integrate with NetSuite, our ERP. ServiceNow referred us to one of their partners for implementation. We bought it in December of 2020. It is now December 2021, and the tool is still not implemented. On top of this, they are contacting me asking why I haven't paid for the second year of the service! We have not been able to actually use the tool once! We are too small of a company for Service Now to do anything about the issue.

My Incredibly High Valued Review on ServiceNow Customer Service Management

Puntos a favor:

It is easy to manage our staffs effectively. It has an easy to use and userfriendly interface that is fit for all our employees. It is easy to cut tickets to our customers having issues.

Contras:

There is nothing we liked the least.It delivered to our company's expectations

Complete Package

Comentarios: We are using this ServiceNow CSM as our primary Customer Service tool and we are easily able to manage thousands of cases per day which we have found difficult when using other applications in the past.

Puntos a favor:

The ServiceNow CSM modules offer a full suite of features for customer management. The product is easy to use and extremely flexible.

Contras:

ServiceNow's easy of customization can also be its achilles heel. If managed improperly or over-customized it does not take long to make oob upgrade path unsustainable.

A good ticketing tool with lot of options to develop

Comentarios: The tool is good for any service based organization but needs to focus on some improvements because there are several ticketing tools available in the market with better options

Puntos a favor:

It does have good platform to create knowledge articles and save it This can be easily adapted by any organization

Contras:

Need to improve the UI Should have a Better tracking of the comments from the user and the agent

A refreshing tool

Comentarios: Smooth and fast tool. Features rich. Cannot wait to explore more to discover the full potential of this tool.

Puntos a favor:

The ability to build personal and team reporting dashboards

Contras:

Documentation to get help on creating filters

"ServiceNow helps me to manage the Shift Schedule, Daily Incidents, Status of tickets etc"

Comentarios: ServiceNow provides interface to users to raise incident tickets so intimation about an production issue in application will be highlighted within the organization, hence tracker maintenance solution is provided. Also Ticket status and where the SN call is pending or concern team when work done or halted a message can be provided within the flow of ticket itself is a good user interface so we as operation engineer can easily identify the root cause and suggest solution to respective teams to tackle or resolve the issues

Puntos a favor:

As a operation Lead i use ServiceNow on daily basis , it helps me checking shift schedule of my team so as i can assign tasks 2) also to check the current status of Service tickets as like where the call is pending so to get follow up with concern team,3)ServiceNow helps to raise Incident or issues occurs for production application environment to report to centralized senior management team so as to keep tracker

Contras:

Has two view for dashboard one basic view enable to raise tickets and other is agent view to get details about various things about ticket in-depth details and dashboard customization services. In spite can have to different link so that users can use either one which required also we can offer to user which specifically used by that designation

Everything you need right at your fingertips

Comentarios: It made life as an analyst very easy. Know that everything you need to know about a ticket is all in one place

Puntos a favor:

I like that everything you need to know is in the system

Contras:

It can be a little overwhelming when you first start

Excellent Customer Management Platform

Comentarios: Departmental demands for IT and service are responded to and fulfilled promptly. Superior adaptability and seamless integration It can be easily integrated with virtually any existing portal or dashboard. Using its application programming interface (API), we are integrating with third-party portals, making deployment simpler. The deployment and integration of new employees went off without a hitch. With modern technology, signing and renewing an SLA is a breeze for both parties. This process has been improved and is currently running well. By adhering to key solutions, we have optimized all of our workforce processes and workflows, which has resulted in increased income and decreased expenses. Maximize profits by boosting efficiency and output across the board. To monitor progress and provide updates at any time, a dashboard and visual analytics are accessible. The usefulness of the chatbot system cannot be overstated.

Puntos a favor:

With the help of ServiceNow's Customer Service Management platform, issues may be quickly and efficiently resolved for customers and clients. As a result of its extensive array of inbuilt features and capabilities, it consistently provides high levels of service and delights customers, creating a positive impression that sticks with them. It helps inspire trust among our clients. Integration of CSM software's configuration tools with third-party applications runs smoothly and without a hitch. ServiceNow centralizes the management of all our customers' service and IT needs in one spot, and their support staff is incredibly quick to respond to any questions or concerns. Their full-service team responds promptly and professionally to our needs, creating an aesthetically pleasing and enduring product. superior capacity for integration, with a focus on delivering exceptional service to clients around the world.

Contras:

We have absolutely no complaints. ServiceNow's comprehensive CSM offerings provide one of the best customer service encounters available today. Their support staff is quick to respond to whatever issue we bring up, and they always do a great job of fixing things for us. We also hope that they will consider our suggestion for a modest price cut to the premium version, which will allow more businesses to afford it and make full use of the services it provides.

Great for assigning jobs and direct communication; dense UI missing common features

Comentarios: Overall this is a fantastic product. It frees up developer resources by taking on administrative and organization responsibilities, connects end users with developers through a consistent interface with straightforward prompts that reduce communication errors and adhere to policies and prevents logjams and delays by implementing a normalizing the request and delivery process so task can be consistently assigned to the appropriate person based on workload, importance, resource needs, etc. The UI issues are irritating, but they do not reduce performance significantly, and they do not impede the product's superior performance with regards to the intended results.

Puntos a favor:

All users work in the same interface, creating a pretty seamless pipeline between end users and departments that identify a need and the department and content manager responsible for the requestors need. ServiceNow handles most of the administrative duties, documentation, and organization for tasks/projects from step-by-step request submission, to manager approval, to task creation and delivery, ensuring timely communication and adherence to procedure, while freeing up development time.

Contras:

Although the User Interface is straightforward for most tasks and consistent among all users, there are many rudimentary features that are either buggy or absent. For example, when a task is submitted, both a "request" and a "task" are assigned. They are identical and both must be filled out to close the job, but they do not interact with each other and one can be closed and the other open in the system. Similarly, there are no steps between completing and closing a task, but submitting a task as complete does nothing but refresh the page and change the "complete" option to "close." It doesn't not even populate the completion time.

"I Have Had Excellent Experience Using ServiceNow ITSM (Customer Service Management application)."

Comentarios: ServiceNow ITSM has enabled the enterprise wide service management with effective tracking ability. The business users have end to end visibility into the incidents (INCs), requests (REQs), request items (RITMs), change requests (CHGs), Configuration items (CIs) etc. so that triaging of tickets becomes easier for both end users and help desk. Being Business Systems Analyst, I have had an opportunity to work closely with enterprise service desk to create configuration items (CIs) and publish knowledge base article (KBAs). Having ServiceNow ITSM implemented as service management system, I can easily make requests through the user-friendly cloud platform and view the updates of work being done against my requests.

Puntos a favor:

I find this product user-friendly, tracking enabled and knowledge oriented. It's definitely better than other competing products in the market as it enforces standard ITIL practices.

Contras:

I have not had such experience to dislike this product. being ITIL certified Analyst, I deem this product very appropriate to follow standard service management practices.

Poor Interface - Too Much Bean Counting and Not Enough Cooking the Meal

Comentarios: So far, ServiceNow is a distraction with no benefit. Unlikely ServiceNow will ever modernize their product. Every year is 1971 for them, with an IBM 3270 "green screen" interface.

Puntos a favor:

To its defense, it does process requests without delay.

Contras:

Poor user interface design. Lacks an understanding of human factors and fails to embrace modern technology.About the worst part is the designers show a very low interest in gathering the concern being discussed. When you finally get to "problem description," it's buried on page two in a small window that uses 6% of the available display. But that area cannot accept any cut/paste of screenshots.Bypassing this tool is often the best course when there is a need for problem description and subsequent analysis. Tools like Microsoft Word and Outlook do pretty well in letting a person express their concerns. ServiceNow is more like the CSR that asks annoying, irrelevant questions and shows no interest in the concern itself.

Overall Good SaaS & PaaS tool to handle ITSM processes

Puntos a favor:

1) Covers most of the ITSM process required in an organization 2) Platform allows development using latest web technologies and supports integration with 3rd party apps 3) ServiceNow Customer Support team is very much good at resolving any issues/tickets 4) Good application as SaaS and PaaS 5) Allows customizations to out of box script components and enhancements

Contras:

1) Cost could be one factor which they need to improve upon 2) Upgrade activity requires lot of efforts 3) Sometimes the code/script may break while it was working earlier well 4) Requires good training to be given to non-technical staff for proper use of tool

An awesome saas and paas application

Comentarios: It’s an very demanding cloud platform. They also offers you to provide various commercial scope application platform as well.

Puntos a favor:

1) An awesome application as Saas and Paas as well, Good inerface, user friendly and easy to use. 2) Due to backend code in jaava and JavaScript it is very flexible. 3) Cloude data and services is simply awesome. 4) The best thing is its also supports to integrate autoCAD as well.

Contras:

1) To implement discovery tool for automatic cmdb population have some hogh cost concern. 2) When you using a UI action which has script inside it freezes the screen. 3) Upgrade to an instance will become quite hectic.

ServiceNow Customer Service Management- Review

Puntos a favor:

The most impactful feature of it is customer ticketing management. The way it is designed makes it very easy to work with customer and internal team at the same time. The flow is designed very user-friendly and easy to use.

Contras:

The least I like about the servicenow is the performance issue sometimes. It gives problem when you start multiple sessions at a time and when you are working on multiple tickets with the customer, it is obvious that multiple sessions will be started.

Great for IT Technicians

Comentarios: Use this software from the in my shift from 8am - 5pm. This is my main tool to perform my job and have had hardly any issues with it. Very user friendly.

Puntos a favor:

Easily able to manage tickets placed by the customer. awesome search capabilities when looking for something specific about a customer. Able to tracks assets, user information. The ability to customize the UI for your needs

Contras:

The software can be a bit slow. The mobile version of the application is a bit slow as well, not sure if this is due to how our organization has it setup.

The best platform for Service Management

Puntos a favor:

you can customize everything you can change the OOTB version of the portal as you like with programming (in other softwares you have constraints due to the OOTB version) The cloud allow you to easily access it everywhere and everytime; there is also an App

Contras:

Cost, maybe if you are a small company you don't need that App to be improved Few OOTB customizations in front end; you need to change the code to customize the portal

Great Tool for Ticketing System

Comentarios: I've been using this tool for more than a year, and it's my personal gear for my day-to-day activity.I'll recommend to anyone who needs proper management of customer ticket for a great work flow.

Puntos a favor:

It's very useful to follow up your customer tickets, timely updates and Save in the knowledge article the action taken for troubleshooting resolved issues.

Contras:

Since it's already integrated with my company, I don't find any difficulties in working with its integrations.It has lots of features to be functional, so I'll update my review if I find any cons or improvement point down the road.

My Experience using ServiceNow Customer ServiceNow Customer Service Management

Comentarios: My work as an IT support Analyst requires that we manage day to day client IT infrastructure and troubleshooting issues experienced by end users, ServiceNow provides a solid system for receiving and actioning these requests.

Puntos a favor:

Great for customer service and management, serves the integral purpose of ensuring that user requests are categorised and prioritised appropriately, great for customer satisfaction management as well

Contras:

Can be a bit slow in response time when loading the webpage, I have some inexplainable failures in executing some tasks, e.g ticket resolution, but this is quite rare, most probably a momentary glitch

ServiceNOW does not live up to the promises it makes

Comentarios: my department has been using Service Now for almost a year and I have to say it is without a doubt the worst implementation I have ever been through. We were told that SN was "revolutionary" and "World Class". One year later here is a small list of the problems we still have - unreliable and untrustworthy reporting
- we have yet to be told the advantages of using catalog request vs Incidents
- unwieldy interface that adds significant time to customer service
- unable to create meaningful dashboards

Puntos a favor:

-in app email capability with notification of response - allows cut and paste - Knowledge system is easy to access and edit

Contras:

- no product support to company I work for - no SME's that can be contacted - no ability to have email quick parts - Search function is slow and and inefficient - changes to service catalog take way too long

Implemented CRM across 44 countries in 4 languages

Comentarios: Replaced Remedy in les than 1 year

Puntos a favor:

The out of the box config approach allowed us to design from a green field approach, no heavy detail requirements, kept thing light and flexible

Contras:

Service now has an aggressive release Schedule that was hard for a large fortune 50 company to keep up with, while it is a best practice - hard for our culture to process.

Overall it’s good and better

Comentarios: Overall it’s better and suitable for mid level businesses

Puntos a favor:

Daily using this for logging tickets and updating the flow and found it much better not best than other software Easy to navigate for simply tracking or logging tickets and passing it on to other team with comments New team members were able to learn it quickly with the help of documentation/articles which we can found easily in help and the design is user friendly from navigation point of view

Contras:

Improvement is required in terms of performance as it gets stuck most of the time doing search for any member outside of our group or closed ticket