ServiceNow Erfahrungen

Der Alleskönner unter den ITSM-Tools

Vorteile:

Bietet aus dem Bauchladen heraus sehr viel Möglichkeiten und Funktionen. Die einzelnen Prozesse setzen aufeinander auf und entfalten durch den aufbauenden Einsatz jener das volle Potenzial der Plattform.

Nachteile:

gewisse Themen könnten bei den Kosten integriert sein (Bsp. Advanced Analytics), hier lässt sich jedoch ServiceNow gerne alles zahlen

ServiceNow für Tickets

Vorteile:

Es ist intuitiv, leicht zu verstehen und hat die meisten Funktionen die man braucht

Nachteile:

Tickets zu eskalieren sollte mehrere Prioritätsvarianten haben als aktuell gegeben ist.

I used ServiceNow in a Desktop Support Role

Kommentare: 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.

Vorteile:

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.

Nachteile:

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 helps us centralize our processes

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Easy to setup but limited features

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

Vorteile:

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

Nachteile:

The features are limited and UI is very bad

We all like timely results, try ServiceNow. It gives exactly that.

Kommentare: Try ServiceNow. It has performed really well for me and gives results quickly saving time and energy.

Vorteile:

Am happy with ServiceNow for many reasons but the most helpful of them all is the response time. It is very quick and super active. It can manage multiple tasks at a go and still give accurate and reliable results. ServiceNow is user friendly. It's pricing is reasonable and affordable.

Nachteile:

ServiceNow has it all. No challenging processes or hard to understand features. Launching and implementation is simple. Am glad to be the administrator.

Service Now Product Review

Kommentare: This is an awesome product which can be customized for any business.

Vorteile:

I like the ticket management, change tracking and reporting options of this product.

Nachteile:

As this is a web-based, we need to have a good WiFi connection to connect the VPN

A decent tool to manage enterprise operations

Kommentare: The overall experience with ServiceNow has been pretty neutral. While there is no denying that the tool serves its purpose, it must evolve on all fronts to stay in the competition. Support, Interface, Design, New features, everything.

Vorteile:

The pricing of the software, in comparison to JIRA, Zendesk, etc.

Nachteile:

The interface of the software can be worked upon.

A Great Asset Management Tool

Kommentare: ServiceNow is a great platform to build products, manage service portals, design tables and a lot more that cannot be described using words.

Vorteile:

A single excel sheet upload to add assets into the cmdb table was responsive and fast.

Nachteile:

The routine upgrades are a bit of inconvenience. Ex: Migration from Rome to SanDiego to Tokyo and so on which happens once every six months.

Amazing case tool for big organisations

Vorteile:

- Real data easy to update and retrieve even after a long time since the case was closed - Very clear dashboards, easy to read and visualise performance data - Queue system easy to implement even in big organisations with complex segmented workflows

Nachteile:

If they could make the interface even more user-friendly it would make be an even better product and would make it easier to train employees on how to use it

A very powerful tool, if you have the dedicated ServiceNow Engineer to maintain it properly

Vorteile:

Lots of feature that were pretty great.

Nachteile:

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

Used to manage incident and work flow

Kommentare: We have used service now gor our ticketing based work environment where we are handling multiple types of tickets with the help of service now and working on them to fix the issues reported by customers.

Vorteile:

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

Nachteile:

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

Main ticketing tool for a company present in over 60 countries

Kommentare: From perspective of a Service Desk Agent, Service Now is a solid ticketing tool with lots of customization and integration options, and decent monitoring capabilities. With regard to reporting - it is no match for an Excel spreadsheet, but the option "Export to Excel" is available in any report table :)

Vorteile:

Customization options and integration with with other tools (Nagios) as well as separate instances of Snow. As an example: one of our customers is running their own instance of Service Now. Their users interact with their own instance of Snow: log incidents, create service requests, receive and respond to mail communication. Snow objects from customer instance are then bridged (synced) into our instance of Snow, where they are actioned by fulfillers. User communication, ticket status etc. are then bridged (synced) back into customer instance of snow and reach final users.

Nachteile:

There is a learning curve for agents coming from other ticketing tools as well as for new joiners - which is expected. A lot of user guide/process information is openly available, however not all the options described (especially reporting) are available in the version currently deployed by the company, which leads to some areas of tribal knowledge.

A wonderful and probably the best ticket and change management tool

Vorteile:

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.

Nachteile:

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.

Best IT service management software

Vorteile:

The most advanced and easy to use software for all Service management needs.

Nachteile:

The cost is going high and becoming heavy software which might be a differentiator for the future

As Flexible as it is Functional

Kommentare: We've been using ServiceNow for 5+ years and it has really transformed our Service Desk and Customer Service teams ability to work with the customer.

Vorteile:

ServiceNow is such a user friendly product. Their out of the box modules require very little customization to get you up and running using a wide suite of available modules, there's not a lot ServiceNow can't do.

Nachteile:

Over-customization can make upgrading time consuming but there are plenty of guides to assist you with this process.

Best software for ITSM management in IT world

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Best ITSM tool

Vorteile:

Service now makes integrating workflow automation easy. I am able to carry out multiple IT Service management activities, ranging from incident management to Change management. it helps to aid accountability, you are able to view the work effort of each employee and the time it takes for incidents to be resolved in line with SLA. With Service now, I am able to view all task and incidents raised to my team at every particular point in time, assign them to appropriate team for resolution and also follow up on resolution. It also provides a platform where i am able to identify trends and recurring issues. The dashboard allows me to view all related activities at a glance, for me it is the best ITSM tool .

Nachteile:

From NON -IT user perspective, it is difficult to work around the platform, it needs etxra training to educate users on how to use it. Asides that it is a great ITSM tool.

Service Now - Excellent Ticket System

Kommentare: - The overall experience with ServiceNow is excellent for various business use-cases and functional use-cases

Vorteile:

- The most critical feature of the ServiceNow feature is, the customizations that we can make to the tool for ticketing purposes, routing purposes and integrate other applications for business flow to seamlessly work. - The UI of the tool is very intuitive and self-understandable for any user to quickly navigate without any confusion - The OOB features available for this tool are wide-range and can be leveraged for various business use-cases

Nachteile:

- The ServiceNow team can include more customizations and OOB integrations to avoid any over-head for the customers to implement themselves in-house - The support can be more helpful and available at all times in blocker issues

Service Now is the best ticketing tool for IT Helpdesk / call center with technical support

Kommentare: it is a good ticketing tool, will help in any help desk to to the job in a professional way, with fast results that you can check with reports, the track of the records of the users makes easy to be able to found issues and patterns. From all the ticketing tools that I´ve ever used, Service Now is my favorite.

Vorteile:

it was simple to understand , easy to use, the interface is not just squares with information that makes you feel super bored. you can customize your own interface with colors, that makes you to feel more comfortable with the screen with a tool that you use 8 hours a day. the functions are designed for you to be able to extract information needed for planning, the reports are accurate.

Nachteile:

That when a new feature need to be adapted for a project specific can take some time before the implementation of it

Great Tool ITSM

Kommentare: Generally it is a good system. If an organisation is coming from a manual way of service management they can adopt it.

Vorteile:

The product did not change the way we have been conducting business but it made it easier. It is easy to follow through requests and incidents in the system rather than manually following. The system removes geographical boundaries as you can escalate an issue which can be resolved in a short time by someone in a different location. You can have a reports which can inform you on strategic decisions. For example you can realise you need more human resource from the reports

Nachteile:

It needs to add some component of AI where a bot can assist other users on some of the petty frequent similar request

Lots of Features But Not Easy to Use

Kommentare: My overall experience with ServiceNow skews negatively because it's not easy to find what I want, the only somewhat saving grace is the built-in favorites you can save for commonly used areas.

Vorteile:

ServiceNow has a lot of features that are all in one place. This includes tracking incidents, requests, change controls, paging, timesheets and more. It's also quite customizable because you can create your own dashboards with whatever information you want.

Nachteile:

ServiceNow has a steep learning curve, and I'm not sure how necessary it is. There are a lot of features sure, but finding what you need can be very difficult at times. If I know exactly what I'm looking for, it can be easy, but if I don't remember if something was an 'Incident', Request, change, or something else, it can be very difficult for me to find. I don't see an easy way to just view everything that's assigned to me, regardless of what it is.

Automation platform for ticketing services.

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

Vorteile:

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.

Nachteile:

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.

Really helped our team manage requests and tickets

Kommentare: Great. Definitely recommend this for large businesses with multiple different departments and employees where you need to have a reasonably large IT department to hep process application requests, troubleshooting and equipment requests and more!

Vorteile:

The ease in which it kept track and managed IT ticket requests. You could easily see the queue and also do tons of data analytics from response times, to ticket requests per month per department, and how often tickets had to be escalated. The cloud-based platform really helps your reomte workers have access to a live database that was updated and always "correct." This was also extremely affordable for all the different capabilities it added.

Nachteile:

The service technicians aren't always available as spelled out in the service agreement. Luckily we didn't have issues with this often and we were able to resolve issues on our own or could wait it out until it was fixed.

Perfect IT service management application

Kommentare: Servicenow is being used to manage tickets and incidents in the firm, making it easy to trace,monitor and have an overall knowledge of the incidents.

Vorteile:

The product has a very easy learning curve and you can get a good grasp of how to use the application under a few hours. the ticket management portal is extremely helpful providing feedbacks and showing history of what have been done.

Nachteile:

The web portal is quite heavy and needs a very strong bandwidth. Optimizing the web portal so it can work even in low bandwidth conditions