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Über ServiceNow

ServiceNow automatisiert die täglichen Supportaufgaben und hilft dir, jede Arbeitseinheit zu verfolgen, zu messen und zu verarbeiten. Die Lösung ist einfach zu bedienen und skalierbar.

Erfahre mehr über ServiceNow

Vorteile:

The cost per licenses is a bit high for a fulfiller and hope service now can bring it down a bit.

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.

Bewertungen zu ServiceNow

Durchschnittliche Bewertung

Benutzerfreundlichkeit
4.2
Kundenservice
4.3
Funktionen
4.4
Preis-Leistungs-Verhältnis
4.2

Weiterempfehlungsquote

8.4/10

ServiceNow hat eine Gesamtbewertung von 4.5 von 5 Sternen basierend auf 241 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (241)

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Der Alleskönner unter den ITSM-Tools

5.0 letztes Jahr

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

Cem
Sales in Deutschland
Freizeit, Reisen & Tourismus, 5’001–10’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

ServiceNow für Tickets

5.0 letztes Jahr

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.

Zain
Zain
Support Team Lead in UK
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 5’001–10’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Using Service Now as a Team Lead

5.0 vor 2 Monaten Neu

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Terry
IT manager in Australien
Versorgungsunternehmen, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

ServiceNow is very advanced tool but very expensive.

5.0 vor 5 Monaten

Vorteile:

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.

Nachteile:

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.

Mihir
Information Security Intern in USA
Bildungsmanagement, 51–200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Easy to setup but limited features

3.0 vor 2 Jahren

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

Norbert
Functional Analyst in Polen
Informationstechnologie & -dienste, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Service Now - great tool, easy to use

5.0 vor 2 Monaten Neu

Vorteile:

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!

Nachteile:

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

Lillian
Lillian
Human Resources Generalist in USA
Verifizierter Nutzer auf LinkedIn
Krankenhausversorgung & Gesundheitswesen, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

ServiceNow helps us centralize our processes

4.0 vor 8 Monaten

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.

Brandon
Brandon
Press Assistant in USA
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 1’001–5’000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

I used ServiceNow in a Desktop Support Role

5.0 vor 3 Jahren

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.

Shayla
Shayla
Human Resources Specialist in USA
Verifizierter Nutzer auf LinkedIn
Internet, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Centralizing IT asset management with ServiceNow

4.0 vor 2 Monaten Neu

Kommentare: ServiceNow is the ideal tool for the organization to efficiently manage IT services and assets. Optimized definition and management of assets at all stages of the lifecycle, including requests, incidents, changes, problems and releases.

Vorteile:

I can think about expanding our services because ServiceNow Order Management makes implementation easy. We are able to automate typical requests and eliminate tedious human processes.

Nachteile:

It self-discovering utility makes one-time setup tediously manageable.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Feature packed but need some learning curve to pick up

4.0 vor 2 Monaten Neu

Vorteile:

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.

Nachteile:

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.

Soon Kit
Enterprise Resilience Officer in Singapur
Finanzdienstleistungen, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Very good IT service management tool

5.0 vor 2 Monaten Neu

Kommentare: Excellent experience. LIcense is high, but you have piece of mind

Vorteile:

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

Nachteile:

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

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Krankenhausversorgung & Gesundheitswesen, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

ServiceNow, an excellent solution

5.0 vor 4 Wochen Neu

Vorteile:

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.

Nachteile:

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.

John
Helpdesk agent in Spanien
Informationstechnologie & -dienste, 5’001–10’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Main ticketing tool for a company present in over 60 countries

5.0 letztes Jahr

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.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

A wonderful and probably the best ticket and change management tool

4.0 vor 2 Jahren

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.

Dakshina Singh
Software Engineer in Indien
Informationstechnologie & -dienste, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Review by DB - ServiceNow

5.0 vor 2 Jahren

Vorteile:

This feature is very very impactful in day-to-day IT business. From incident management to customer engagement, it provides end-to-end solutions. You have multiple options to display your data in graphical or list formats. It gives multiple filters to generate effective reports. It provides a very easy and feasible way to onboard the users and manage the customer accounts and their cases. Our IT department uses ServiceNow helpdesk services to manage the employee data. The support features from ServiceNow makes it easy.

Nachteile:

I do have a few things in mind that ServiceNow can upgrade: 1. They should give the option to edit the comments we make on cases/incidents/changes etc. 2. They should provide the option to perform the search specifically on comments and it should be optimised. 3. There should be option for grid view instead of list view, such that user can go to the next case or incident and update them side-by-side. Currently if we filter out 10 cases, we have to open them all in separate tab to work on it. It should be managiable using same tab only.

Venkatesh
Lead consultant in USA
Informationstechnologie & -dienste, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Effectively manage your ITSM

5.0 vor 2 Jahren

Kommentare: Great ITSM management through Service now product

Vorteile:

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.

Nachteile:

Service now customer support can be improved.

Gajendra
Gajendra
IT Specialist in Luxemburg
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Service Now Review

5.0 vor 3 Jahren

Kommentare: For me it very good, specially the change.very easy to create change and follow up with the different parties.

Vorteile:

Amazing tool for change incident and CMDB management. I am using this tool for change and incident and I found it best among the tools I used. Design the too the way you want. Very simple user interface and make process very easy. With any experience user can use this tool

Nachteile:

Nothing as I am aware of as for me this is best and the way service now is improving , I have nothing what I can this as an improvement.

Hamzat
Application Support Analayst in Nigeria
Informationstechnologie & -dienste, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Best ITSM tool

5.0 vor 3 Jahren

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.

Edrick
Process Associate in Philippinen
Personalwesen, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Great Ticketing Tool!

5.0 vor 3 Jahren

Kommentare: Overall, this is a great software to organize and manage requests and concerns in mid to large businesses.

Vorteile:

This software have extensive features which allow us users to work more efficiently. Managing request and concerns of our employees has been easier because they can create raise it through chat or ticket/case in this software anytime. Communication by users and administrators have been easy because they can follow-up through the software or even via email. Dashboard also can be customized depending on the user's needs. It also has a Knowledge Base Management attached to it which allow administrators to clarify or countercheck their responses/resolutions to the tickets/cases.

Nachteile:

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Krankenhausversorgung & Gesundheitswesen, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

SaaS based enterprise ticketing, change management, and configuration management

5.0 vor 3 Jahren

Kommentare: We use ServiceNow for managing support requests coming in to IT, for IT change management, and application configuration management. It has proven to be stable and reliable.

Vorteile:

The product is fairly easy to use if you are tracking and resolving service tickets or change requests. I like being able to granularly customize my dashboard.

Nachteile:

This is a little more complicated for things like configuration management and opening a support request (from a support provider perspective). There are just a lot of steps and a lot of information to fill out. I would recommend having a couple of ServiceNow experts who can help standardize workflows and provide training for these more complicated tasks. Also, the dashboard can get too cluttered if you let it.

Faith
Customer Service Specialists in Kenia
Landwirtschaft, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

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

5.0 vor 8 Monaten

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.

Troy
Software Engineer in USA
Krankenhausversorgung & Gesundheitswesen, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Lots of Features But Not Easy to Use

5.0 vor 3 Jahren

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.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Excellent Incident tracking Tool

5.0 vor 2 Jahren

Kommentare: Excellent tool and request & Incident tracking and reporting purposes

Vorteile:

Ease of use, User friendly and good User Interface.

Nachteile:

Having autorouting feature will greatly help manual assignment

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Computer-Software, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Automation platform for ticketing services.

5.0 vor 2 Jahren

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.

Uddipan
Data Engineering Manager in Indien
Computer-Software, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Centralised IT services management

5.0 vor 2 Jahren

Kommentare: Experience is great as it supports many use cases needed by the organisation. API integration makes it easier to raise incidents remotely and assign it to appropriate teams. Custom forms helps to solve any access related self service needs.

Vorteile:

Service Now is a one stop solution for most of IT departments needs which promotes and enables Self service for several use cases. Request, incident management, approval workflows, incident reports are some of the very useful functionalities of service now.

Nachteile:

Sometimes UI response it bit slow which makes users to wait before form response.