ServiceNow Customer Service Management
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ServiceNow Customer Service Management - Prix
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ServiceNow Customer Service Management - Avis
Évaluation des fonctionnalités
Tous les avis sur ServiceNow Customer Service Management
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
ServiceNow A Great Piece of Software
We use it to enter tickets for clients experiencing issues with our software. I use it on a daily basis to log these tickets and to keep records of issues that are clients experience.
Avantages
This software is very easy to use and is extremely user-friendly. I love that it is very customizable and can be tailored to any buisness model.
Inconvénients
There are times that it can be slow when trying to interact with some of the dashboards.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
My Incredibly High Valued Review on ServiceNow Customer Service Management
Avantages
It is easy to manage our staffs effectively.
It has an easy to use and userfriendly interface that is fit for all our employees.
It is easy to cut tickets to our customers having issues.
Inconvénients
There is nothing we liked the least.It delivered to our company's expectations
- Secteur d'activité : Assurance
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les mois pendant plus d'un an
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Provenance de l'avis
Great tool for incidents and service requests management
Great tool for incidents and service requests management
Avantages
It provides full integration with teams and tasks, allowing to easy monitoring their status and progress
Inconvénients
It has so many branches to get an incident sent to.
- Secteur d'activité : Automobile
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé toutes les semaines pendant 1 à 5 mois
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Provenance de l'avis
Don't use IT Service Now
Don't use Service Now. don't waste your money.
Avantages
None of the Service Now items belong to the "Like" group.
Inconvénients
Service Now technician can not fix anything. It is worthless.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 5 001–10 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Everything you need right at your fingertips
It made life as an analyst very easy. Know that everything you need to know about a ticket is all in one place
Avantages
I like that everything you need to know is in the system
Inconvénients
It can be a little overwhelming when you first start
- Secteur d'activité : Télécommunications
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
A refreshing tool
Smooth and fast tool. Features rich. Cannot wait to explore more to discover the full potential of this tool.
Avantages
The ability to build personal and team reporting dashboards
Inconvénients
Documentation to get help on creating filters
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
ServiceNow Not for Small and Medium Sized Businesses
When this was flagged to ServiceNow Management, they have washed their hands of it and said for me not to get my hopes up that they will do anything. It's clear that I am too small of a business for them to do anything for us. My only option now is litigation.
Avantages
The PROMISED functionality is fine. They never got it to a functional state after a year of "implementation." I do not recommend ServiceNow for small and medium sized businesses because ServiceNow doesn't care about fulfilling their promises because losing a small business is no big deal.
Inconvénients
I feel that ServiceNow lied to me. I was told that it could integrate with NetSuite, our ERP. ServiceNow referred us to one of their partners for implementation. We bought it in December of 2020. It is now December 2021, and the tool is still not implemented. On top of this, they are contacting me asking why I haven't paid for the second year of the service! We have not been able to actually use the tool once! We are too small of a company for Service Now to do anything about the issue.
- Secteur d'activité : Ressources humaines
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
ServiceNow is the best tool for Ticketing Management
Avantages
1. User-friendly interface. 2. Reduce manual tasks. 3. ServiceNow offers a wide range of IT service management features and they are very user-friendly.
Inconvénients
The price of the service can be expensive to implement and customize, especially for smaller businesses or organizations with limited budgets.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
"ServiceNow helps me to manage the Shift Schedule, Daily Incidents, Status of tickets etc"
ServiceNow provides interface to users to raise incident tickets so intimation about an production issue in application will be highlighted within the organization, hence tracker maintenance solution is provided. Also Ticket status and where the SN call is pending or concern team when work done or halted a message can be provided within the flow of ticket itself is a good user interface so we as operation engineer can easily identify the root cause and suggest solution to respective teams to tackle or resolve the issues
Avantages
As a operation Lead i use ServiceNow on daily basis , it helps me checking shift schedule of my team so as i can assign tasks 2) also to check the current status of Service tickets as like where the call is pending so to get follow up with concern team,3)ServiceNow helps to raise Incident or issues occurs for production application environment to report to centralized senior management team so as to keep tracker
Inconvénients
Has two view for dashboard one basic view enable to raise tickets and other is agent view to get details about various things about ticket in-depth details and dashboard customization services. In spite can have to different link so that users can use either one which required also we can offer to user which specifically used by that designation
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 5 001–10 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
ServiceNow - Integrate all you can . One stop for Managing your IT Lifecycle.
Avantages
Managing ITIL Processes has become easier with ServiceNow. Integration with various security tools helps a lot.
Inconvénients
Sometimes Implementation can be tideous but the Customer service team is awesome to help you with that.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
ServiceNow Customer Service Management- Review
Avantages
The most impactful feature of it is customer ticketing management.
The way it is designed makes it very easy to work with customer and internal team at the same time.
The flow is designed very user-friendly and easy to use.
Inconvénients
The least I like about the servicenow is the performance issue sometimes.
It gives problem when you start multiple sessions at a time and when you are working on multiple tickets with the customer, it is obvious that multiple sessions will be started.
- Secteur d'activité : Médias en ligne
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Excellent Customer Management Platform
Departmental demands for IT and service are responded to and fulfilled promptly. Superior adaptability and seamless integration It can be easily integrated with virtually any existing portal or dashboard. Using its application programming interface (API), we are integrating with third-party portals, making deployment simpler. The deployment and integration of new employees went off without a hitch. With modern technology, signing and renewing an SLA is a breeze for both parties. This process has been improved and is currently running well. By adhering to key solutions, we have optimized all of our workforce processes and workflows, which has resulted in increased income and decreased expenses. Maximize profits by boosting efficiency and output across the board. To monitor progress and provide updates at any time, a dashboard and visual analytics are accessible. The usefulness of the chatbot system cannot be overstated.
Avantages
With the help of ServiceNow's Customer Service Management platform, issues may be quickly and efficiently resolved for customers and clients. As a result of its extensive array of inbuilt features and capabilities, it consistently provides high levels of service and delights customers, creating a positive impression that sticks with them. It helps inspire trust among our clients. Integration of CSM software's configuration tools with third-party applications runs smoothly and without a hitch. ServiceNow centralizes the management of all our customers' service and IT needs in one spot, and their support staff is incredibly quick to respond to any questions or concerns. Their full-service team responds promptly and professionally to our needs, creating an aesthetically pleasing and enduring product. superior capacity for integration, with a focus on delivering exceptional service to clients around the world.
Inconvénients
We have absolutely no complaints. ServiceNow's comprehensive CSM offerings provide one of the best customer service encounters available today. Their support staff is quick to respond to whatever issue we bring up, and they always do a great job of fixing things for us. We also hope that they will consider our suggestion for a modest price cut to the premium version, which will allow more businesses to afford it and make full use of the services it provides.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
ServiceNow review
My overall experience with ServiceNow is good.
Avantages
Workflow management is the best feature I liked most in this software. With this feature, the company can smoothly manage projects and can also track customer cases and tickets.
Inconvénients
As of now, I don't get any feature present in this software which I don't like.
- Secteur d'activité : Impression
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Provenance de l'avis
ServiceNow Customer Service Management Review
I am elated with the ServiceNow product and the way it has helped us integrate the many variables of service into a user friendly platform.
Avantages
ServiceNow software has helped our company integrate formerly separate segments into one service force.
Inconvénients
As of now, I have not run into many cons of ServiceNow.
- Secteur d'activité : Jeux d’argent et casinos
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
"I Have Had Excellent Experience Using ServiceNow ITSM (Customer Service Management application...
ServiceNow ITSM has enabled the enterprise wide service management with effective tracking ability. The business users have end to end visibility into the incidents (INCs), requests (REQs), request items (RITMs), change requests (CHGs), Configuration items (CIs) etc. so that triaging of tickets becomes easier for both end users and help desk. Being Business Systems Analyst, I have had an opportunity to work closely with enterprise service desk to create configuration items (CIs) and publish knowledge base article (KBAs). Having ServiceNow ITSM implemented as service management system, I can easily make requests through the user-friendly cloud platform and view the updates of work being done against my requests.
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.
- Secteur d'activité : Cosmétiques
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
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
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Overall it’s good and better
Overall it’s better and suitable for mid level businesses
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
- Secteur d'activité : Externalisation/délocalisation
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Great Tool for HelpDesk Services
ServiceNow was a huge asset for deploying our first formal Support Service Design.
The ease of use and default templates, got us up and running in with no issues. Great Experience overall.
Avantages
Out of the box, Service Now comes with configuration templates to get you started on your HelpDesk service deployment. From there, you can start tweaking the tool to match your company needs. This was very helpful to us since we were deploying a ticketing tool for the first time.
The deployment process was a breeze, intuitive and we didn´t find any major roadblocks whatsoever.
From the user side, is very easy to use, great compatibility with any browser (since is web based), and the amount of tools for reporting are amazing.
We are able to benchmark and tweak our Support Service and keep track of our KPI metrics very easily.
Inconvénients
It can be somewhat overpriced. Other than that, no issue whatsoever.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 5 001–10 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
The best platform for Service Management
Avantages
you can customize everything
you can change the OOTB version of the portal as you like with programming (in other softwares you have constraints due to the OOTB version)
The cloud allow you to easily access it everywhere and everytime; there is also an App
Inconvénients
Cost, maybe if you are a small company you don't need that
App to be improved
Few OOTB customizations in front end; you need to change the code to customize the portal
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Service Now, the one that gathers them all
We've been working along with servicenow for several years and we have more and more success digital transformations stories by building business improvement strategies upon the Servicenow Platform
Avantages
ServiceNow is a Service Management Platform, ranked by Gartner just as the #1 in the global market of digital service management platforms. Easy to use, deep dive, almost boundaryless ServiceNow software integrates a strong and robust collaborative service management engine, that allows almost all kind of organizations, no matter the economic sector, to optimize and automate any business and IT service through a full function collaborative tool set, such as Asset Discovery, service catalog, business rules definition, SLA's and analytics easy-to-build dashboards, not to mention the application development capabilities which stands as the ServiceNow main differentiators.
Inconvénients
As any technology solutions, there is and will be room for improvement, starting with more built-in integration capabilities in order to simplify more complex implementations.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 5 001–10 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Great platform
Avantages
Virtually infinite possibilities when it comes to incident management and problem tracking
Inconvénients
The price is very high compared to other softwares, but considering what it offers it's a good investment
- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 5 001–10 000 employés
- Logiciel utilisé toutes les semaines pendant plus d'un an
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Provenance de l'avis
ServiceNow
Avantages
It has a diverse number of features and is robust. There's a relatively large number of customization options.
Inconvénients
It's too complicated at times. Finding and exploring information can be difficult. I would actually prefer a simpler interface for users.
- Secteur d'activité : Hôpitaux et soins de santé
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
A powerful CRM containing tons of features.
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).
- Secteur d'activité : Hôpitaux et soins de santé
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Its all in the initial setup
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
- Secteur d'activité : Équipements publics
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
ServiceNow does the job, and does it pretty well
Avantages
ServiceNow does make it simple to assign requests, track workflows and any changes to the request. It makes it easy to communicate and resolve issues. Also makes it simple to manage your own workflow and tasks.
Inconvénients
One thing about ServiceNow is that it can be more trouble than it's worth to track every ticket. Some requests simply aren't worth the time it takes to fully utilize the system. ServiceNow also does not have a great dashboard or summary of data. You can get there, but it's not as neat as it could be.
Catégories connexes
- Logiciels de recherche
- Logiciels d'intelligence artificielle
- Logiciels de gestion des commandes
- Logiciels de workflow
- Logiciels de gestion des cas d'assistance
- Logiciels de relation client
- Logiciels de contact client
- Logiciels CCM (Customer Communications Management)
- Logiciels de machine learning
- Logiciels de gestion des services d'assistance