Avis clients sur ServiceNow Customer Service Management

Avantages

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.

Inconvénients

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 envisagées 

Avantages

Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.

Inconvénients

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.

Avantages

-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

Inconvénients

-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

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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).

Avantages

Covers all ITIl aspects w.r.t incident, problem and change management.
It has a very cohensive environment right from when an employee joins the organisation, getting access to applications, performing day to day jobs with tickets, requests, incidents, problems and changes.
Given the fact that it also has inbuilt reporting capabilities, this is an absolute must.
It's api and backend can be accessed by multiple softwares and applications enhancing the capability to produce visually appealing reports.
Admins/engineers/customer service execs can create their own dashboards to monitor their queues efficiently.
Inhouse capability to graphically repsent the queue make things easier while distributing work, prioritising work, planning change activities etc...

Inconvénients

None that I know of as yet.
Whatever customisations i needed were easily available within the existing module.

Avantages

- Is easy to use for developers and regular users.
- There is a good option like the feature that allows you to add people to the watch list so they can check the progress of the status of a ticket even do they are not going to provide support.

Inconvénients

- Updates are not good since they made some changes and in some cases impact the way data previously saved on the application. Also, they made some changes in the GUI and some times users complain are related to that there is no a particular option or they are not able to find it now after the upgrade.

Avantages

I think the ability to automate Active Directory account creation or deletion, third party software license assignments and access, and manage all of our company’s requests/incidents in one place are my favorite things.

Inconvénients

The scheduled tasks feature is sometimes buggy in our current version; however we have been provided great support getting this resolved.

Avantages

Its easy, simple to use.
Visibility for both team and customer
Easy to work notes and create change, request etc

Inconvénients

Encryption could be better.
Anyone can check the ticket and comment and what not.. So here its lagging

Avantages

I like the way ML/AI is integrated with incident management and reduce the workload and fastly act on critical issues

Inconvénients

It still needs to mature to cater for wide variety of platforms and workflows

Avantages

As customizable as you need. Our Supply Chain Contact Center uses ServiceNow as their ticketing system. They're able to capture the source of the ticket (email vs phone), responsible parties, root cause, category and sub-category of issue, comments, and more. It's phenomenal. They've begun to use it to assign tasks from their department to other departments. This is a huge boost to their reporting capabilities, as they can now get a truer picture of their ability to hit SLAs. Our Process Optimization team is ramping up to use this to track reporting and project requests. Another stellar feature is ServiceNow's document repository. We're able to store training or case documents within ServiceNow, and then, when a rep types in their comments, ServiceNow actually displays related training and case documentation at the bottom of the page so the rep can review related documentation and resolve their tickets more quickly.

Inconvénients

While ServiceNow has been wonderful for our Supply Chain Contact Center, it hasn't worked as well for our Security team, but I believe this has to do with how they've customized it for their own uses. For instance, my department will open a ticket for a new hire to receive proper system access, and we put the new hire's start date in the original ticket. Well, the original ticket isn't what's actually assigned to the Security Analyst - a sub-task is assigned, and the new hire's start date doesn't copy down to that sub-task. Consequently, Security Analysts often have to reach out to us to get information we already put in the ticket. Again, I think this has to do with how the system has been customized for their use.

Avantages

I find this product user-friendly, tracking enabled and knowledge oriented. It's definitely better than other competing products in the market as it enforces standard ITIL practices.

Inconvénients

I have not had such experience to dislike this product. being ITIL certified Analyst, I deem this product very appropriate to follow standard service management practices.

Avantages

- Highly customizable, extendable, and flexible according to one's needs.
- Constantly evolving and improving with two new releases per year.
- Contains everything which a CRM should have!

Inconvénients

- Contains synchronous JavaScript requests which causes web pages to get stuck, disabling any actions on the webpage while the request is active. Sometimes, a page needs to be reloaded to make it work again.

- Many features (for instance: Reporting) require training first before a user can start using them. This process can be cumbersome for an average user if training resources are not available.

- Expensive as compared to other CRMs (for e.g. SalesForce).

Avantages

1) An awesome application as Saas and Paas as well, Good inerface, user friendly and easy to use.
2) Due to backend code in jaava and JavaScript it is very flexible.
3) Cloude data and services is simply awesome.
4) The best thing is its also supports to integrate autoCAD as well.

Inconvénients

1) To implement discovery tool for automatic cmdb population have some hogh cost concern.
2) When you using a UI action which has script inside it freezes the screen.
3) Upgrade to an instance will become quite hectic.

Avantages

Amazing variability of options.
Very easy to track tickets and create useful dashboards.
Reports that can show almost anything
Self-service section

Inconvénients

Very Pricy
Sometimes when opening few windows after you save a ticket it takes you to a "strange place.
Gets slow sometimes due to it's large DB.

Avantages

Like all ServiceNow modules, the more pieces you buy, the more you gain, this is no different. The customer service management module was a valuable addition to our Incident Management purchase as it ties back to our end user population from a tracking standpoint

Inconvénients

any customization out of the box requires expensive Servicenow or 3rd party assistance to execute. We're trying to keep it as vanilla flavored as possible.

Avantages

for anything in your workplace. you can create templates to put in tickets for incidents or requests relating broken items, adding items or even for setting up new hires.

Inconvénients

the search engine can be awkward to use. Sometimes it doesn't provide the proper answer to a search.

Avantages

-in app email capability with notification of response
- allows cut and paste
- Knowledge system is easy to access and edit

Inconvénients

- no product support to company I work for
- no SME's that can be contacted
- no ability to have email quick parts
- Search function is slow and and inefficient
- changes to service catalog take way too long

Avantages

Daily using this for logging tickets and updating the flow and found it much better not best than other software
Easy to navigate for simply tracking or logging tickets and passing it on to other team with comments
New team members were able to learn it quickly with the help of documentation/articles which we can found easily in help and the design is user friendly from navigation point of view

Inconvénients

Improvement is required in terms of performance as it gets stuck most of the time doing search for any member outside of our group or closed ticket

Avantages

The out of the box config approach allowed us to design from a green field approach, no heavy detail requirements, kept thing light and flexible

Inconvénients

Service now has an aggressive release Schedule that was hard for a large fortune 50 company to keep up with, while it is a best practice - hard for our culture to process.

Avantages

Web-based case management makes submitting and reviewing incidents and cases a breeze. Loads quickly without dragging down when working with large cases.

Inconvénients

So many features means groups are going to use much less than they are paying for. Apparently customization is difficult as many pages are left in their default format, not giving customers the clearest idea of what they are asking for.

Avantages

the searching functionality in the software is very powerful, I deal with a lot of tickets on my job, and it is important to be able to find the ticket I need quickly.

Inconvénients

it becomes slow when the software is heavily populated with tons of data, performance tuning is key for the sustainability of the on-going usage of the software.

Avantages

With ServiceNow you get efficient service management across the lifecycle of an incident. I really like search and category features. My organization has application records for each support group and it is easy to navigate between requests and incidents and track project progress.

Inconvénients

Sometimes information is not quickly accessible and some specific search strings are required to source reports and data and construct meaningful dashboard widgets.

Avantages

works very well for support purposes. has all needed functionalities

Inconvénients

can be complicated when it comes to admin stuff

Avantages

It can handle large amounts of tickets, as well as supporting documentation and knowledge articles

Inconvénients

Other users have easier workflows and better functionality, take your time and implement it right