ServiceNow

Pros

Unified IT service management tool with support for customizations and scalability. Used since more than 5 years for Incident management and lifecycle of incidents.

Cons

ServiceNow is bit expensive for smaller organizations or those with limited budgets. Also customizing for specific enterprises is bit time consuming.

Pros

we can manage incident, task and create change.

Cons

service now Root ticket will create multiple task

Alternatives Considered

Reasons for Switching to ServiceNow

Pros

Versatile platform that can easily integrate into existing workflows/processes, including incoming email messages, to seamlessly launch incidents.

Cons

There can tend to be a lot of "clutter" to sort through with the default version of the incident ticket creation, which can make it difficult for ticket creators/users to filter through the traffic to find relevant updates.

Pros

I most like the search and filter functions of the ServiceNow GRC tool.

Cons

I don’t think the ServiceNow GRC tool is the most user friendly compared to similar GRC tools such as Archer.

Pros

ServiceNow streamlines the complex workflows, in my customer support setup it helped me in creating a proper workflow of issue creation till issue resolution and closure. This saves time and improves productivity.

Cons

While it is a robust solution, it also has a steep learning curve, especially for someone new to IT. This requires separate training sessions for new joiners.

Pros

It was very easy to handle the incidents and task.

Cons

Service now SLA timing track more complexity.

Alternatives Considered

Reasons for Switching to ServiceNow

Pros

●ServiceNow can be customized as per the business needs.
●It can be integrated with other systems & workflows. Along with ticketing system, it is used to keep a track of IT equipments.
● Great automation features & in-built tools.

Cons

● May need integration with other products for complete business solution.
●ServiceNow can be expensive for organizations with limited budget.

Pros

1. Easy ticket management , creating and tracking with servicedesk.
2. Can easily connect with JIRA as well to take updates related to development as well.
3. Interface is upto the mark with stability in platform.

Cons

1. There is nothing much for customization according to us.
2. Initially a proper training a timeperiod is needed to get the actual overview of product.

Pros

ease of identifying issues, categories, options

Cons

Speed of responses often delayed or underserved

Pros

Customisation for creating ticket submission templates to ensure we're getting the critical information before incidents, requests, or changes are raised

Cons

It can be a bit cumbersome and timely to fill out tickets.

Pros

The reporting part of Service now is the best, I have used multiple ticketing tools that does not provide any report assistance after.

The customization of the tool is also nice, it helps you to create an environment that makes you comfortable.

Cons

It takes some time to configure to do what you want in the tool, and to link it to other systems.

Pros

Lots of feature that were pretty great.

Cons

The clunkiness of the product was discouraging. I wish the mobile app was worthwhile but it was very difficult to use.

Pros

as a user it is easy to submit requests to service now for immediate actions. The ticket system is easy to follow and indicates if the request is being followed up on.

Cons

the layout can be confusing and it can be often frustrating when the request doesn't go through.

Pros

ability to unify and automate workflows across an organization, making it an incredibly powerful tool for enhancing operational efficiency. The platform's versatility allows it to be tailored to various business needs, from IT service management to HR, customer service, and beyond and ensure a smooth user experience

Cons

sometimes when I have raised the HR ticket, the resolution provided is not upto the mark or is unsolved.

Pros

The software can be extended to many use cases. So you can future proof the solution with a view to add more modules to be integrated among those modules.

Cons

User interface is not the most intuitive. You cannot get it to work exactly how you want it. In fact my company has to develop a comprehensive user guide to teach us how to use it. There is a known learning curve and you need time to get used to the software.

Pros

It's an easy platform for me to use as an end-user to raise my service requests, and to know these are being logged sufficiently and adequately and will be transferred to the correct department - and I feel assured I'll get a speedy response, with a solid mechanism for following up on my request should I need to.

Cons

None, I've yet to have any negative experience with the Service Now platform.

Pros

It is easy to navigate the system as an end user requesting IT support

Cons

Sometimes it is hard to find the category I am looking for support with, but that likely has to do with our build

Pros

Ease of setup and then all the different 3rd party vendors it can integrate into. Makes this an easy sell to any company.

Cons

Have not found anything not to like yet.

Pros

ServiceNow makes submitting tickets for issues across teams extremely easy and comprehensive. This platform allows detailed handoffs, easy timeline tracking, and simple commenting/chats between teams.

Cons

There was a slight learning curve with this platform and initially figuring out how to use all of the features but after that it's easy to use.

Pros

Service now best used now sats to manage incident scrask and our work environment.

Cons

Nothing to be disliked in service now it is best at all.

Pros

The user-friendly interface and customizable workflows make it easy to use.

Cons

Integration with third-party applications can be challenging at times.

Pros

SNOW offers almost every features & functionality as per ITIL process to run the operations smoothly & can be modify as per requirement at any time which makes it flexible & more productive.

Cons

Found deployment process little tough & its comparatively expensive in other respective tools.

Pros

It is easy to use, and you can custom your views

Cons

Sometimes it is really slow when you click on a link

Pros

Service now has tons of features that makes tracking tickets and incidents easy. Submitting tickets is straightforward and the communication on updates is good.

Cons

I don't love the UI, I think it is a bit clunky.

Pros

Efficient service for managing and tracking your incident tickets and request tickets. We use it daily and it’s very responsive.

Cons

User interface could be better as it looks very plain now.

Pros

Overall ServiceNow has done what it needs for my purposes as an end user. It is the HelpDesk solution I use now and have used it in the past with multiple different companies. I know that to a degree it's highly customized to cater to what it's used for. So my experience is that it gets the job done.

Cons

The thing about ServiceNow I like the least would be the navigation. Now I believe that ServiceNow is customized by each business to a degree, to make it fit their needs. With that being said, I feel that maybe their level of customization/integration could be improved. For instance in my current environment, it works to get everything done correctly on the backend, but is always very tough to follow along tickets and such as an end user. So while this may be more about "the way my company uses it", based on past experiences, it always has felt a bit clunky and hard to navigate.

Pros

Services it provides, having everything at one place from ITSM to HR to asset management and a lot more

Cons

Nothing to dislike , it’s a great product with great service.

Pros

The flexibility to customize and automate processes.

Cons

There is nothing I Don't not like about ServiceNow

Pros

Dashboard and Reporting
Ticket Management
Customisation
I am in the process of setting up automated ticket creations based on application alerts which will be fantastic.

Cons

It takes a little time to get your head around the reporting element if you have multiple status's. You have to play with the data to get it spot on, but its fairly easy and you will get the hang of it quickly.

Pros

Allowing customizations, allowing storing different types of data, multi-purpose.
Easy creation of reports

Cons

When accessing related fields, the creation of reports is sometimes slow. Combining data from multiple tables/sources is not straightforward.

Pros

Powerful platform known for its ability to streamline IT service management and automate business processes. It has a user-friendly interface that enhances productivity by allowing users to easily navigate and access features. Additionally, its customizable workflows and reporting tools provide valuable insights, enabling organizations to make data-driven decisions.

Cons

The platform can be overwhelming for new users, requiring significant training to fully leverage its capabilities. Implementation can be time-consuming and costly, which may not suit smaller organizations with limited budgets.

Pros

I really liked how it cam integration with other applications and systems. The reports and dashboards really gives good insights to what is going on. It is a brilliant ITSM tool as well as the licensing mechanism.

Cons

So of the out of box examples do not really match up to any of the organization needs. Integration with risk management could have been simpler to show the mapping of business to technical risks.

Pros

Its ability to be completely customizable. With its only limit is your ability and imagination.

Cons

Sometimes it can be to customizable. It can be challenging to solve a solution when it has to be built from scratch if the system does not already include it.

Alternatives Considered

Reasons for Switching to ServiceNow

Pros

ServiceNow is the leading ITSM tool in the market. It offers a comprehensive range of features and capabilities that can meet any business needs. It is constantly updated with new versions that bring more innovation and value to its customers.

Cons

ServiceNow is not a cheap option when it comes to ITSM tools. It can be a significant expense for organizations that have limited budgets and need quick results. ServiceNow requires a long implementation process that involves multiple stages and customizations. It also demands a dedicated staff member to maintain and manage the tool effectively.

Pros

Servicenow is an integrated service management tool offering the entire ITIL lifecycle at your fingertips. I haven’t used any application which can seamlessly integrate all the processes cohesively as per the organisations requirements.

Cons

Depending on the level of customisation required, servicenow can get expensive to implement.

Pros

I liked that it integrated with the other systems we use like Salesforce and apparently Quick Base. Also, I liked seeing the tracking of comments made, updates to the ticket, questions, etc.. It provided a sequence of events and allowed for document attachment.

Cons

I had no real complaints; it worked as intended and is better than other "ticketing" tools that I have used.

Pros

Automated ticket creation with perfect dashboard and report creation customization. Highly integrable product with multiple APIs

Cons

Cost is not suitable for small businesses. Interface is old and laggy.

Pros

The most I like about ServiceNow, is that it is easy to use and easy to understand

Cons

The least I like about ServiceNow is that sometimes it takes more time to load, but I guess that is because of my PC

Pros

For our industry, keeping the lights on is important. Using service now as a front door to operations management was a big improvement over spreadsheets and loose paper. Taking an approach of automation and routing first to improve our customer Service improved stakeholder relationships dramatically.

Cons

Cost, it is not equitable for small businesses. It is cost prohibative at times but we are trying to make it work.

Pros

Very easy to use. Can be utilised with low knowledge on the application but also offers in-depth features that really benefit your service.

Cons

Not all features are available with the base packages, you need to buy more and more to unlock the full service

Pros

Thanks to ServiceNow, our processes are much more streamlined. Assisted in creating a streamlined operation. Our remote team's efficiency increased once we established a central hub where everyone could access the same, reliable information.

Cons

There is some lag time when utilizing the dashboard, but I'm sure this will be addressed in a future update. In addition, I think the report function may use some tweaks.

Pros

It is an easy platform to connect with the various service departments in my company. We have a large company with many departments so this software makes it easy to access the help I need.

Cons

Some of the organization of ticket numbers makes it hard to find previous tickets. Could be more consistent/have information displayed better in a more accessible way

Pros

All-in-one product for the organization's digital transformation. ServiceNow offers a variety of solutions for ITSM, ITAM, ITOM, CMDB, HR, etc.

Cons

ServiceNow doesn't provide a free trial period. The license cost may seem expensive as well as annual fee for developers/administrators/architects to keep their certification valid.

Pros

In Service Now I appreciate a lot of features that helps me to work on my daily tickets with a pleasure! Great reporting abilities, easy to use dashboards keep my work organized which helps me keep my performance on high level to provide best support!

Cons

Service Now can be quite complex for someone who is at the begining of using it however the deeper You go the easier it is for You to learn and use Service Now features to improve Your work

Pros

Easy to use and integration with other app is seamless

Cons

The ability to integrate it with PagerDuty to send out Priority One alerts as they are raised by the customer is amazing.

Pros

The customizability and integration options in ServiceNow are fantastic. Being able to link knowledge base, inventory systems, and ticketing systems in one stop is amazing.

Cons

Some of the features seem to be a bit redundant and I'd prefer that the base software roughly stay the same instead of any unnecessary layering.

Pros

We used it to speed up our IT ticket process. For example, instead of getting bogged down with emails, staff could log issues directly, and our team could respond faster.

Cons

It took some time for the team to learn how to set up the workflows properly.

Pros

It has all you need for managing IT services, Tickets and incident management

Cons

License fees are high. Naturally to match the advanced features and good stability of the tool.

Pros

ServiceNow is a very usefull tool in my everyday work. With ServiceNow I open and monitor tickets.

Cons

The UI experience is not so "modern". Maybe an upgrade is better

Pros

Lots of options when managing service tickets. This software is flexible enough for IT, HR, and other departments to be grouped into one as long as you are granted the access to see them. The UI for the web app is nice and simple. There are some decent dashboards already built in for you to choose.

Cons

There are too many options listed in the All menu. Most of them I don't use so I have to favorite certain menus and ignore the rest.