En savoir plus sur ServiceNow Customer Service Management

ServiceNow est une solution de gestion des services informatiques qui inclut la gestion des actifs, la gestion des modifications et des versions, la gestion des incidents, la gestion des coûts informatiques et la gestion des problèmes. La solution s'adresse à divers secteurs, notamment les services financiers, les soins de santé, l'enseignement supérieur, les sciences de la vie et le secteur public. ServiceNow fournit un portail en libre-service qui permet aux utilisateurs de signaler et de résoudre des problèmes tout en suivant les progrès. Le système peut également suivre les données financières, contractuelles et d'inventaire liées au matériel, aux logiciels et à l'infrastructure virtuelle. La solution offre un calendrier de modifications, un calculateur d'impact et un détecteur de collision pour évaluer les risques liés aux modifications de configuration informatique. Grâce aux fonctionnalités de gestion des incidents de ServiceNow, les services informatiques peuvent capturer les incidents via un portail en libre-service, par e-mail, via un chat et par téléphone. Les outils de gestion des problèmes permettent d'examiner les causes premières des interruptions de service, d'effectuer des analyses de tendance et de fournir des examens de configuration de service pour éviter les interruptions à venir. ServiceNow enregistre également tous les coûts informatiques et les présente aux parties prenantes à travers des rapports et des graphiques.
ServiceNow Customer Service Management Logiciel - 1
ServiceNow Customer Service Management Logiciel - 2
Vidéo de ServiceNow Customer Service Management
ServiceNow Customer Service Management Logiciel - 1 - aperçu
ServiceNow Customer Service Management Logiciel - 2 - aperçu

ServiceNow Customer Service Management - Prix

ServiceNow Customer Service Management n'est pas disponible en version gratuite.

À partir de :
Non fourni par l'éditeur
Version gratuite :
Non
Version d'essai gratuite :
Non

Produits similaires à ServiceNow Customer Service Management

Dynamics 365

Microsoft Dynamics 365 est un écosystème CRM cloud adressé aux entreprises de toutes tailles et axé sur les ventes, la...

Freshdesk

Freshdesk est un système de centre d'assistance et une solution de service client qui en simplifie les processus pour...

Microsoft Visual Studio

Visual Studio est une solution de développement d'applications qui aide les entreprises à créer des applications et des...

Salesforce Sales Cloud

Salesforce Sales Cloud est une plateforme CRM (Customer Relationship Management) à la demande qui offre des applications...

Remedyforce

Remedyforce est un logiciel de gestion des services basé sur un cloud d'applications Salesforce qui fournit des...

OTRS

OTRS est une solution ITSM (Information Technology Service Management) conforme à la norme ISO/IEC 27001 destinée aux...

ServiceNow Customer Service Management - Avis

Évaluation des fonctionnalités

Rapport qualité-prix
4,1
Fonctionnalités
4,3
Simplicité
4,0
Support client
4,2
Meraz
  • Secteur d'activité : Informatique et sécurité réseau
  • Taille de l'entreprise : 5 001–10 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
5
Support client
4

5
Publié le 20/09/2022

A Great Tool for all the ITSM needs- One that fits All

We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app configurations. This method has been tried and tested, and it consistently delivers. Top-notch all around; have extensive experience managing Incidents, Problems, Changes, and Catalog Items inside IT Service Management (ITSM) modules.

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 

Remedyforce
Ryan
  • Secteur d'activité : Télécommunications
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
3
Fonctionnalités
5
Simplicité
4
Support client
4

4
Publié le 17/02/2020

Complete Package

We are using this ServiceNow CSM as our primary Customer Service tool and we are easily able to manage thousands of cases per day which we have found difficult when using other applications in the past.

Avantages

The ServiceNow CSM modules offer a full suite of features for customer management. The product is easy to use and extremely flexible.

Inconvénients

ServiceNow's easy of customization can also be its achilles heel. If managed improperly or over-customized it does not take long to make oob upgrade path unsustainable.

Alternatives envisagées 

Dynamics 365

Pourquoi choisir ServiceNow Customer Service Management 

Dynamics was unable to handle the level of customization required for our business.

Logiciel antérieur 

Dynamics 365
Colleen
  • Secteur d'activité : Cosmétiques
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
3
Simplicité
1
Support client
0

3
Publié le 02/01/2019

Horrible customer experience

My overall experience maybe a little clouded because I am using Service Now through a third party vendor who handles our IT (cognizant) and some of the missing features maybe due to this. I have been using Service now for almost a year to not only track minor IT issues (example requesting new monitors, issues with WIFI ect) but also updates and builds to our website and ERP System. Overall I would not recommend Service now for the later especially in large corporations across multiple subsidiaries as this doesn't give companies the tools accurately implement builds.

Unfortunately due to the lack of tools in Service now (or how our vendor restricts these tools) our company had to resort to managing these builds outside service now and update once complete.
Rather you need a system like JIRA where users can easily assign issues for QA testing and allow anyone to reopen tickets.

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

Utilisateur vérifié
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
3
Fonctionnalités
3
Simplicité
3
Support client
3

4
Publié le 04/11/2020

A good ticketing tool with lot of options to develop

The tool is good for any service based organization but needs to focus on some improvements because there are several ticketing tools available in the market with better options

Avantages

It does have good platform to create knowledge articles and save it

This can be easily adapted by any organization

Inconvénients

Need to improve the UI

Should have a Better tracking of the comments from the user and the agent

Stacey
  • Secteur d'activité : Enseignement supérieur
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
3
Simplicité
2
Support client
0

4
Publié le 10/04/2019

Lot's of features, lot's of complexity.

Works fine if you don't need to do much more than open tickets that are already assigned to you or work with tickets that are assigned to you. Assigning ticket to others in a large organization where you don't know the group they are part of is a struggle. I often know who a ticket should be routed to but our implementation requires specifying the team they are part of as well. Some people are on multiple teams. Searching really needs improvement for users that don't interact heavily with the system.

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.

Catégories connexes