ServiceNow Reviews

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.

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.

I liked that it integrated with the other systems we use like Salesforce and apparently Quick Base. Also, I liked seeing the tracking of comments made, updates to the ticket, questions, etc.. It provided a sequence of events and allowed for document attachment.

I had no real complaints; it worked as intended and is better than other "ticketing" tools that I have used.

Functionality where it can be used for onboarding/offboarding requests, software vetting, as well as Change Requests for our Change Management board

Interface can be cumbersome. Many different menus to navigate to then update your Service Now tickets

The most I like about ServiceNow, is that it is easy to use and easy to understand

The least I like about ServiceNow is that sometimes it takes more time to load, but I guess that is because of my PC

Very easy to use. Can be utilised with low knowledge on the application but also offers in-depth features that really benefit your service.

Not all features are available with the base packages, you need to buy more and more to unlock the full service

as a user it is easy to submit requests to service now for immediate actions. The ticket system is easy to follow and indicates if the request is being followed up on.

the layout can be confusing and it can be often frustrating when the request doesn't go through.

Easy to use and integration with other app is seamless

The ability to integrate it with PagerDuty to send out Priority One alerts as they are raised by the customer is amazing.

Vast product with so many helpfull features/

AI integration is still not the best. Also the whole UI could look better

It's an easy platform for me to use as an end-user to raise my service requests, and to know these are being logged sufficiently and adequately and will be transferred to the correct department - and I feel assured I'll get a speedy response, with a solid mechanism for following up on my request should I need to.

None, I've yet to have any negative experience with the Service Now platform.

For our industry, keeping the lights on is important. Using service now as a front door to operations management was a big improvement over spreadsheets and loose paper. Taking an approach of automation and routing first to improve our customer Service improved stakeholder relationships dramatically.

Cost, it is not equitable for small businesses. It is cost prohibative at times but we are trying to make it work.

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.

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.

Ease of use for end user, email integrations, assigning tickets to person or team. Lots of integration and automation or selfservice options.

There is a learning curve in searching/filtering tickets for the ticket handlers or IT admins / service managers. But it's manageable. And end users don't see that side, for them the experience is very streamlined.

- Real data easy to update and retrieve even after a long time since the case was closed
- Very clear dashboards, easy to read and visualise performance data
- Queue system easy to implement even in big organisations with complex segmented workflows

If they could make the interface even more user-friendly it would make be an even better product and would make it easier to train employees on how to use it

Ease of setup and then all the different 3rd party vendors it can integrate into. Makes this an easy sell to any company.

Have not found anything not to like yet.

ServiceNow allows me to easily log a ticket for any IT matters. The system makes it easy for me to lodge tickets, and "sit back and relax" while an IT personnel is quickly assigned to my task. It's much easier to work through ServiceNow, than to run up and down to my local office's IT department (which can be frustrating if they are already busy or in meetings, and you just have to wait for assistance, wasting time away from your work duties).

There are no specific negative issues that I can note about ServiceNow.

ITSM. Ticket management and dashboard.

UI not intuitive enough. Sometimes it's not easy to find the button

Change and Incident management are very user friendly and easy to enahance and mainti

Search functionality can be made more robust and accurate

The transparent and clean UI experience.

A bit slow loading speed when there are multiple tabs open

Ability to get queued to the correct department, and attach all the needed text/files

A more modern/compact page for easier navigation

Tracking and communicating within the team is the best feature, it's very easy and user-friendly.

I do not have the option to reopen the closed ticket, modification writes for the assignee.

ServiceNow is easy to use to escalate customer issues to support groups incase a fast call resolution is not given. You're able to track the resolution given to the issue logged by searching the incident.

I like all the functions of servicenow so i have nothing negative to say.

In this platform we can get Certification course using this is to get a job, Different services are provided in one platform

It is complex for beginners, we can take more assignments for certification

ServiceNow offers a complete IT Service Management. It has capabilities like incident management , change management , asset management , problem management etc. It also supports workflows , approvals and automations. No need to manage on premise , as it is a complete cloud solution.

It is an expensive tool. It is complex to configure and requires expert knowledge. UI is intimidating for new users as it has lots of features and options.