About ServiceNow Customer Service Management
ServiceNow Customer Service Management pricing
ServiceNow Customer Service Management does not have a free version.
Alternatives to ServiceNow Customer Service Management
ServiceNow Customer Service Management Reviews
Feature rating
- Industry: Computer & Network Security
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
A Great Tool for all the ITSM needs- One that fits All
We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app configurations. This method has been tried and tested, and it consistently delivers. Top-notch all around; have extensive experience managing Incidents, Problems, Changes, and Catalog Items inside IT Service Management (ITSM) modules.
Pros
The ability to integrate with other applications and personalize the tool for use in ticketing and routing is maybe the most useful feature of ServiceNow. Our day-to-day customer support operations would not be possible without our user-friendly incident management, configuration management, and service documentation.Fast and simple incident reporting, progress tracking, and customer service interaction. ServiceNow is excellent for archiving service documentation; we've catalogued all of our services there, so that when tickets are sent, we can quickly and easily access the relevant knowledge base articles to address the problem.
Cons
A lengthy upgrade procedure might be the result of too much modification, but luckily there are many resources available to help you out. Non-IT users may find it challenging to use the site without first receiving etxra training.
Alternatives Considered
Remedyforce
- Industry: Higher Education
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Lot's of features, lot's of complexity.
Works fine if you don't need to do much more than open tickets that are already assigned to you or work with tickets that are assigned to you. Assigning ticket to others in a large organization where you don't know the group they are part of is a struggle. I often know who a ticket should be routed to but our implementation requires specifying the team they are part of as well. Some people are on multiple teams. Searching really needs improvement for users that don't interact heavily with the system.
Pros
Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.
Cons
Complexity makes simple tasks difficult. Learning curve is steep. For example, performing simple searches is not possible. If I closed out a ticket recently, then I often need to look in the documentation to search for that specific ticket again. highly customizable views allow for tweaking to work with your use habits. Interface needs to be simplified and have common functions more accessible. It may partly be the way this organization has implemented and customized the interface, but it is still not user-friendly.
- Industry: Cosmetics
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Horrible customer experience
My overall experience maybe a little clouded because I am using Service Now through a third party vendor who handles our IT (cognizant) and some of the missing features maybe due to this. I have been using Service now for almost a year to not only track minor IT issues (example requesting new monitors, issues with WIFI ect) but also updates and builds to our website and ERP System. Overall I would not recommend Service now for the later especially in large corporations across multiple subsidiaries as this doesn't give companies the tools accurately implement builds.
Unfortunately due to the lack of tools in Service now (or how our vendor restricts these tools) our company had to resort to managing these builds outside service now and update once complete.
Rather you need a system like JIRA where users can easily assign issues for QA testing and allow anyone to reopen tickets.
Pros
-can search to find topics
-can customize search for tickets and service request
-can excel tickets and customize the information
-if you developers access you can create reports
-receive email confirmation and when tickets are updated
-can uploads images and video
Cons
-when creating a service request the user cannot specify the name. First a request is created [sc_request] then automatically a requested Item is created [sc_req_item] with a default title which is extremely confusing
-only the user who created Incidents can reopen Incidents
-only the user who created Incidents can then link to previously closed incidents
-if you don't have developer access you can only see the tickets you created and need other users to add you as a watcher to the ticket
-Incidents cannot be changed into Service requests, and those changes can't be tracked. (example to change a Incident into a service request a Incident must be closed and Service request opened)
-IT Portal view doesn't save views, views are only saved for that session
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
I really appreciate using Service Now in my daily basis
I'm using Service Now as a daily tool to support users with their technical issues and I find Service Now as a excelent tool for this. It's easy to use for users, customizable for me and my colleagues from the support team, have many options to organize Your work. I appreciate it very much and if I change my job, I hope that I will also work in Service Now in the new one.
Pros
I think most important part that I like is posibility to configure Service Now layouts, list and elements on the screen to meet Your personal needs. Want to have this element to be shown in Your homepage dashboard? No problem! You need to create own template to not put the same response every time? Sure thing, You can do it here! Very layouts and pages which I like the most.
Cons
I think building reports and dashboards can be quite difficult when You are trying to do it first time. Report and dashboard builders are quite complex tools any such many options can be shocking at first and you need to spend some time to discover what is what and get used to it.
- Industry: Philanthropy
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Using SNow since 2012
99.9% of the work I do every day is linked to either accessing Service Now or working on data produced by SNow. Using SNow for as long as I have, has made me confident in choosing to continue renewal. I have to admit that licencing model changes and yearly negotiations are painful but that is all part of the environment we work in.
Pros
The fact that the software is widely versatile and scalable for the needs of an organisation. It can use beyond IT but in every department in our organisation as it offers automation of business tasks as well as good reporting and analysis tools. HR processes, Self Service, Approvals, Confidential reporting, schedule reporting and automating routine work, asset management and discovery.
Cons
The fact that I can not imbed linksBut also think is mostly geared to large organisations. I have not found it to be possible for a small company to take advantage of this service (price plan and configuration is beyond the capabilities for a small company to take, which is a shame).
