ServiceNow

I used ServiceNow in a Desktop Support Role

주석: I used ServiceNow daily, almost hourly to be honest, as a Level 2 Desktop Support Agent. It replaced vFire which was getting slow and agonizing to work with. Tickets would come in and we would perform the work and move the ticket along and/or close it altogether depending on the job. I liked using it and felt it was very robust and powerful while still being nimble and problem free.

장점:

ServiceNow is fast and issue free so long as it's setup correctly. The interface is simple and easy to understand. The learning curve, unlike older software, is practically nonexistent.

단점:

Sometimes tasks can have subtasks that are nested so deeply that they can be missed on first glance. I wish the software had a simpler nesting system.

ServiceNow is very advanced tool but very expensive.

장점:

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.

단점:

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.

Easy to setup but limited features

주석: We use service now every time a change request needs to be raised our experience has been fine but the UI is very bad.

장점:

It's easy to setup and has limited features without overwhelming the user

단점:

The features are limited and UI is very bad

Industry Standard for ITSM

주석: I've used it at a previous company and my current employer. As long as it's built correctly, You'll enjoy it.

장점:

The flexibility to customize and automate processes.

단점:

There is nothing I Don't not like about ServiceNow

ServiceNow helps us centralize our processes

주석: Our distributed crew was able to get together and focus on a single source of information. Now that all incidences are being recorded in one place, we have more insight into how things are progressing.

장점:

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.

단점:

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.

ServiceNow Review by a Former Helpdesk Technician

주석: its all good, the best ticketing software for me. also Jira

장점:

Everything, I love ServiceNow. I used it in 4 different IT BPO companies here in the Philippines.Integration to other systems is really good and helpful.

단점:

I can't think of any Cons using ServiceNow, it really depends on the Management or Admin that handles ServiceNow. some management can't utilize ServiceNow's great features.

ServiceNow has been a game changer for our IT department, streamlining ticket management and improving communication.

장점:

The customizable workflows and automation features have saved us time and improved productivity.

단점:

The learning curve can be steep, and some features feel a bit overwhelming at first.

IT Support Streamlined

장점:

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

단점:

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

ServiceNow helps me organize and manage tasks efficiently. It's been a time-saver!

장점:

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

단점:

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

ServiceNow has been a game-changer for keeping track of all our IT requests and issues in one place, makes my job easier.

장점:

Easy to use interface, great for tracking IT requests, saves time and keeps everything organized.

단점:

Some features can be complex to set up and customize, occasional glitches that require troubleshooting.

The super-APP for a large organization

주석: My overall experience with SNOW has been good. There are platforms that are equally good, if not slightly better, but this would be my choice if I was running an organization of 1000+ employees. The user journeys can be confusing but if the pages are set up correctly and maintained, this app can be a boon for companies who are encouraging using SNOW and treating it as a homepage for all internal sites (like a company intranet). The platform allows third party integrations with Okta, Slack and Salesforce and also custom applications that can be hosted and run off SNOW.

장점:

I have been using ServiceNOW (SNOW going forward) for over 3 years at Nielsen now. The platform holds together a ticketing platform, a custom-built application, self-help, service desk contact information, and knowledge base articles. Our organization also has some integrations with our HR, IT and Finance systems and require a little more maintenance as we are currently committed to another well-established platform. My tickets are always visible, my approvals, etc widgets are very useful too. The portal is light, so it is fast and it also connects seamlessly with Okta.

단점:

Employees tend to get confused if the widgets are not correctly set up under the relevant sections of SNOW. The roll out time is quick, but the set up is the larger task. Custom applications running on SNOW can be a little buggy at times. The platform can turn into a administration nightmare if it is not maintained well.

Proper Categorization of tickets and Managing CIs properly

주석: It’s far better than the last ITSM tool- Remedy on terms of efficiency and usefulness
Integrating with other tools is most popular in SNOW with easy REST API
Fast and Managing/Navigation are very easy
Most of the things can be done in IT user level with a configuration changes

장점:

Proper managing of incidents to respective teams with 3 tier architecture starting from Help Desk Efficient management of system changes with agile methodology through proper state transition until deployment Categorization of CIs based on CI class and their relationship like Application, Database Instance, Servers

단점:

System performance can be far better on node restarting OOB baseline does not support some level of access control for change which it should have Changes created by “Copy Change” can not be tracked separately Can have more option of customizing service portal in configuration based way rather than angular Reporting on Standard Template field values should be more user friendly

A wonderful and probably the best ticket and change management tool

장점:

Search feature is very powerful and easy to use as it is globalized search. Allows me to see the ticket distribution across my teammates. Supports customization of the change management process.

단점:

The frontend design looks a bit old and not much attractive to me personally. Also it is little bit costly. Apart from these 2 things, everything else seems great about ServiceNow.

A troubling world without Service Now

주석: It’s been great. I love the ability to develop and admin the platform all at once. It’s a great learning tool for low code and other forms of development.

장점:

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

단점:

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.

Using Service Now as a Team Lead

주석: Overall a great experince over the last year or so. My team have greatly loved this new tool and as a LM it has allowed me to focus alot more on metrics and making my team efficient.

장점:

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.

단점:

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.

Effectively manage your ITSM

주석: Great ITSM management through Service now product

장점:

Service now is part and parcel of our ITSM system over the years. We have migrated from other vendors to Service now.Its very critical for IT enterprise to handle incidents, requests and to daily business as usual activities .Its also Critical for reporting metrics to management on a periodic basis. Service now also provides robust usage through Service now anywhere web interface. It just provides ease of use anywhere in a remote work setup for the larger team.

단점:

Service now customer support can be improved.

Best software for ITSM management in IT world

주석: Service Now is best software for current ITSM needs in IT world. ITs easy to stabilize day t day ITSM needs and specially Assets and Incident management which can helpful to many companies to provide and set up effective resilient ITSM business model. It is very user friendly and no need to provide detailed education and training to users as its inf9rmation and educational videos are available on portals.

장점:

It have Selfserve option like serviceNet and different ITSM modules where Users can select required option and go for their ITSM needs without struggling for technical team. It gives ability to user to create their own report and dashboards for better visualizations and daily reporting.

단점:

It require VPN connection within company premise due to policies. Its difficult to manage it through mobile devices.

ServiceNow is better than Remedy and HPSM

장점:

I have been avid ITIL practitioner and have been using various products in various companies of my job experience. ServiceNow supports ITIL processes completely and most efficiently where there are minor drawbacks. The level of compromise required to enable processes efficiently is less as compared to Remedy and HPSM. Service Now has harnessed the power of virtual assistants which is yet being explored by other companies. The ease of set-up and manageability makes configuration of ServiceNow a cake-walk.

단점:

If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process. Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects. integration with risk management could have been made simpler to show the mapping of technical risks to business risks.

ServiceNow really is simple awesome

장점:

ServiceNow really helps us to manage our customer and IT services from end-to-end. We make use of the ITSM, ITBM, IT Asset management, and CMDB features. Together all these features help us manage our clients, our services, and our assets. There really is so much one can do with the software and once users start adopting this, it really makes such a big difference to how IT can assist the business. Even our other teams like finance started to use it as well now.

단점:

In terms of Backend Setup, ServiceNow does take some configuration to work really well, and this might not be an easy task for someone without previous experience.

Not the prettiest, but very useful

주석: People are mixed about service now, but I really love it. I couldn't do my job without it. It helps me track my work through the different stages that we've configured, and is a effective and efficient tool for project management.

장점:

I like service now because it's very minimal and direct, and time wasn't wasted on designing a pretty interface. we use it for ticket management, both for sending out tickets to other teams, and then also tracking our workflow. I find it incredibly helpful to be able to track all stages of my work, and don't think I could do my job without it.

단점:

It's a little clunky. It's not as intuitive as other options. But I feel as though the functionality, if you have a team dedicated to setting it up for your needs, is incredibly useful and will greatly help in the long run.

Streamlined IT Service Management Tool

장점:

Easy to automate and has various features to prioritize tickets, handle priority tasks and support incidents. The biggest advantage is the ability to integrate with different systems such as Agiloft, JIRA, SecurityScorecard, CRM, etc. ServiceNow helps the implementing team to focus more on collaboration and process development rather than coding since it absolutely limits coding. It is also a well known enterprise GRC tool and has released a Vendor Module, which can be used in Source-to-Pay projects.

단점:

ServiceNow is very expensive, which is a huge deterrent for small and mid-size companies to use its software. They don't do Proof of Concept (POC) in most cases, which forces teams to trust them purely based on the demos and their reputation.

I hate ticketing software...but not this one.

주석: Closing tickets, overall, is faster than with all previous systems we used.

장점:

Its easy to use, highly customizable on the end user end, and stable. I like that I can make my dashboard look how I want it, and use the format that makes the most sense to me. The admin on the back end has set up some great workflows that allow a single request to be used to do multiple things. Imagine a single ticket to onboard a user, that requests their cubicle from Facilities, thear computer from IT, and their phone from Telecom!

단점:

Configuration items. The way our implementation is configured, you need a valid CI to close the ticket. If an item is not in your CMDB, you have to get an admin to add the CI so you can close a ticket. KEEP IN MIND, this is just our implementation and config, and they are working on a solution to allow end users to apply a new CI, this is just OUR temporary growing pain.

Service Now - great tool, easy to use

장점:

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!

단점:

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

Automation platform for ticketing services.

주석: Best overall, have been effectively working with ITSM modules and working with Incidents, problems, change , catalog items .

장점:

The best feature I liked about its workflows, the way it is implemented in a backend process for tasks, approvals , and autopopulating required fields etc are signs of great features. Also its integration service that allows clients about their stages of requests. Also in problem tasks the way it creates a RCA ti avoid further incidents count on as great features of ServiceNow.

단점:

The SLA is what I dislike because there are some tasks that require greater time than the expected time also in catalog items in variable type as multiple choice if we want to hide a choice it is not possible and requires DOM scripting because of which in future relaeses of new versions it could create an issue.

Review of SNOW

주석: Overall is good. It has most features that I need.

장점:

ITSM. Ticket management and dashboard.

단점:

UI not intuitive enough. Sometimes it's not easy to find the button