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ServiceNow Reviews
19 reviews
- 01 What is ServiceNow?
- 02 Pros and cons from reviewers
- 03 Main features
- 04 How ServiceNow compare to similar software?
- 05 Who is ServiceNow best for according to our reviewers?
- 06 ServiceNow Reviews
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01 What is ServiceNow?
ServiceNow is a cloud-based platform that helps organizations streamline and automate their IT service management (ITSM) and business processes. It offers a comprehensive suite of applications to improve productivity, operational efficiency, and customer experience. Features include incident, problem, change, asset, and service catalog management. The software uses advanced technologies like artificial intelligence and machine learning to drive innovation and simplify workflows. ServiceNow is scalable and customizable, serving as a unified solution for various industries to optimize operations and achieve sustainable growth.
02 Pros and cons from reviewers
Pros from reviewers
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Customizable dashboards
ServiceNow allows users to design their own dashboards to effectively monitor their queues, simplifying tasks like distributing work, prioritizing tasks, and planning change activities -
Email integration and ticket tracking
ServiceNow offers excellent ticket tracking across diverse organizations and its email integration simplifies user interactions, making it easier to manage tickets and service requests. -
Unified ITIL management
ServiceNow encompasses all ITIL aspects related to incident, problem, and change management, making it a comprehensive tool for IT service management -
Robust reporting capabilities
The software's inherent reporting capabilities, enhanced by its API and backend, make it indispensable for generating visually attractive reports -
Wide range of customer management features
ServiceNow CSM provides a wide range of features for customer management, making it a user-friendly and highly adaptable tool for managing thousands of cases daily
Cons from reviewers
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Complexity and steep learning curve
ServiceNow's complexity can make simple tasks challenging and the learning curve is steep. For example, conducting simple searches isn't straightforward and often requires referring to the documentation -
Poor query function
The query function in ServiceNow is not user-friendly and lacks a helpful built-in help function, examples, or documentation. It requires a lot of patience and time to get accurate results -
Interface and search function improvements needed
The user interface could be simplified and common functions should be more accessible. The search function could also be improved, especially for users who don't heavily interact with the system -
Lack of tools for managing updates and builds
ServiceNow is found lacking in tools necessary for managing updates and builds, especially in large corporations with multiple subsidiaries. This limitation requires managing these builds outside of ServiceNow and updating them once completed. -
Over-customization issues
While ServiceNow is highly customizable, if not managed correctly or over-customized, it can quickly render the standard upgrade path unmanageable
03 Main features
Starting Price
Free Plan
Automation and workflow
Self-service knowledge base
Reporting and analytics
Asset management
Multichannel support
N/A
Free Plan
No
Automation and workflow
Self-service knowledge base
Reporting and analytics
Asset management
Multichannel support
04 How ServiceNow compare to similar software?
The two customer relationship management tools, Zendesk and ServiceNow, are highly relevant. Each has its own strengths and weaknesses, but both are highly effective at tracking and managing different customer requests. However, we can identify not one, but two main differences between these platforms. The first difference is the target audience. Each tool is designed for a different type of business. The other difference lies in the main objective of the software. For example, ServiceNow's approach is that of an ITSM tool, whereas Zendesk is geared towards an ITIL approach.
Firstly, it all depends on the size of your business. Start-ups or medium-sized businesses looking above all to rapidly improve their customer service are well advised to choose Zendesk. The software solution offers flexible pricing plans that can be adapted to your needs and the growth of your business. ServiceNow, on the other hand, prefers to target medium-sized and large businesses. They will be able to take...
Zendesk
Used by 2643 members
Create a customer success support suite that is accessible and available to your customers at all times.
6 months free (with AI Agents and Copilot)
Save up to $50,000
Freshservice offers a more affordable and user-friendly ticket management system that is particularly suitable for small to medium-sized organizations. It provides basic ticket management capabilities that allow IT teams to efficiently handle and resolve customer requests and incidents. In terms of reprts, the platform focuses on simplicity making it easy to access the needed data, with predefined reports and dashboards. Moreover, the powerful API that Freshservice offers, enables creation of customized integrations despite the fact it offers integration options with popular aplications like Slack, Teams, Google Calendar, etc. Such integrations are offered through a separate tab within the platform. Finally, the pricing model offered is pretty straightforwad and includes core ITSM capabilities. You have the option of trialing the platform for free, before you decide to commit to longer term.
ServiceNow, on the other hand, offers a comprehensive system for managing tickets that...
Freshservice
Used by 110 members
Intelligent, flexible and intuitive ITSM software
14 days free
Save up to $20
05 Who is ServiceNow best for according to our reviewers?
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IT Admins/Engineers
ServiceNow offers a unified environment for managing tickets, requests, incidents, problems, and changes. It has inherent reporting capabilities and allows for the design of custom dashboards to monitor queues -
Third-Party IT Vendors
ServiceNow can be used to track minor IT issues and updates, but may lack tools for managing updates and builds in large corporations. It offers features like topic searches, ticket and service request customization, and report creation -
Customer Service Executives
ServiceNow's Customer Service Management tool is user-friendly and adaptable, capable of handling thousands of cases daily. It provides a wide range of features for customer management, but needs careful management to avoid over-customization -
Large Organizations
ServiceNow is excellent for tracking tickets across a diverse organization and its email integration simplifies user interactions. However, assigning tickets within a large organization can be challenging and the search function could be improved -
IT Experts
ServiceNow's query function may be difficult for non-experts to use, but it could be suitable for IT experts who have the patience and knowledge to get accurate results.
06 ServiceNow Reviews
ServiceNow rating
Ease of use
Customer service
Value for money
Likelihood to recommend
Features
ServiceNow Reviews
-
Ursa M
The Invaluable Role of ServiceNow's CMDB in IT Infrastructure Management
As a system administrator, I find the configuration management database (CMDB) in ServiceNow invaluable. It helps us maintain an up-to-date inventory of our IT infrastructure
August 11, 2024
-
Jacob Brown
Received Respectful Treatment as a Contractor at ServiceNow
I'm rating my overall experience at ServiceNow with five stars due to its respectful and decent work environment, even though I was on contract. However, I'm giving it three stars for the lack of clear vision regarding my project, which led me to seek full-time employment elsewhere.
August 3, 2024
-
Douglas Smith
Exceptional Car Care Experience with ServiceNow
I had the opportunity to entrust my car to ServiceNow for a couple of days. To my surprise, they performed a thorough check and carried out some additional work which I hadn't anticipated. When I received the bill of £39, I was initially taken aback, but then I realized the value of the comprehensive service they provided. I would definitely recommend ServiceNow to my friends and family - it's a worthwhile investment in your vehicle's longevity!
July 27, 2024
-
Ralph W
Efficient Problem Management: Proactive Solutions for Incident Prevention
The problem management feature is excellent. It helps us proactively identify problems and prevent incidents from recurring
July 20, 2024
-
Daniel D
Intuitive User Interface for Easy Navigation
The user interface is intuitive and easy to navigate, making it simple for even our less tech-savvy team members to use effectively
July 14, 2024
-
Charlotte S
Disappointing User Experience with ServiceNow
My overall experience with ServiceNow has been somewhat mixed, possibly due to using it through a third-party IT vendor, Cognizant. I've been using it for about a year to track minor IT issues and updates to our website and ERP system. However, I find it lacking in tools necessary for managing updates and builds, especially in large corporations with multiple subsidiaries. Because of these limitations, we had to manage these builds outside of ServiceNow and update them once completed. I believe a system like JIRA, which allows for easy assignment of issues for QA testing and reopening of tickets, would be more suitable. On the upside, ServiceNow does offer features like topic searches, ticket and service request customization, and report creation if you have developer access. It also sends email confirmations when tickets are updated and allows for image and video uploads. However, it does have several drawbacks.
July 7, 2024
-
Frank J
An Unforgettable Experience with ServiceNow's Proactive Communication
My experience with ServiceNow was truly noteworthy! In a span of just 4 hours, they sent me an impressive 696 emails. This level of engagement was so high that it even tested the limits of our ticketing system. It's clear that ServiceNow is a company that is incredibly proactive in their communication. They certainly know how to make their presence felt and keep you updated!
July 1, 2024
-
Hollis D
Enhancing Employee Experience: The Power of Service Catalog
The service catalog is a great feature that allows us to provide a wide range of services to our employees in a structured manner
June 23, 2024
-
Juan Jones
Exceptional Reporting in ServiceNow
The reporting feature in ServiceNow is exceptional. It provides detailed insights that help us make data-driven decisions
June 18, 2024
-
Deborah R
Standout Feature: Effective Change Management Module for Reduced Disruptions
The change management module is another standout feature. It ensures that all changes are recorded, evaluated, and approved, reducing the risk of unintended disruptions
June 9, 2024
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Secret has already helped tens of thousands of startups save millions on the best SaaS like Microsoft Teams, Google Workspace & many more. Join Secret now to buy software the smart way.