Opiniones de ServiceNow

Es una aplicación muy robusta

Puntos a favor:

Es estupendo ver lo fácilmente escalable que puede llegar a ser y que de primeras tenga todas las funcionalidades que uno necesita.Puedes hacer seguimiento de todas las tareas incluso ver el porcentaje de realización de las mismas, eso está guay

Puntos en contra:

La generación de informes la veo un tanto floja así como la interfaz gráfica, mejorarla para modificar la gestión de recursos de manera más gráfica como se puede encontrar en otro tipo de software al uso.

I used ServiceNow in a Desktop Support Role

Comentarios: I used ServiceNow daily, almost hourly to be honest, as a Level 2 Desktop Support Agent. It replaced vFire which was getting slow and agonizing to work with. Tickets would come in and we would perform the work and move the ticket along and/or close it altogether depending on the job. I liked using it and felt it was very robust and powerful while still being nimble and problem free.

Puntos a favor:

ServiceNow is fast and issue free so long as it's setup correctly. The interface is simple and easy to understand. The learning curve, unlike older software, is practically nonexistent.

Puntos en contra:

Sometimes tasks can have subtasks that are nested so deeply that they can be missed on first glance. I wish the software had a simpler nesting system.

ServiceNow: Best End-to-End Solution for Business Operations

Comentarios: I can easily create tickets, assign them to team members, and track their progress. It has helped us improve our customer service and resolve issues more efficiently. ServiceNow has helped us improve our efficiency significantly. The software automates many tasks that used to take up much of our time, such as ticket creation and assignment. That has allowed us to focus on more critical studies and improve productivity.

Puntos a favor:

ServiceNow is an end-to-end solution that covers all aspects of business operations, from IT service management to HR and customer service. That means I can manage all my team's operations in one place without switching between different tools. Offers robust collaboration features that allow my team to work together seamlessly. We can easily share information, assign tasks, and track progress in real-time. It has a powerful issue-tracking system that allows me to track and resolve issues quickly.

Puntos en contra:

There have been a few instances where the software has been slow to load, but this has not been a significant issue for me.

Easy to setup but limited features

Comentarios: We use service now every time a change request needs to be raised our experience has been fine but the UI is very bad.

Puntos a favor:

It's easy to setup and has limited features without overwhelming the user

Puntos en contra:

The features are limited and UI is very bad

Main ticketing tool for a company present in over 60 countries

Comentarios: From perspective of a Service Desk Agent, Service Now is a solid ticketing tool with lots of customization and integration options, and decent monitoring capabilities. With regard to reporting - it is no match for an Excel spreadsheet, but the option "Export to Excel" is available in any report table :)

Puntos a favor:

Customization options and integration with with other tools (Nagios) as well as separate instances of Snow. As an example: one of our customers is running their own instance of Service Now. Their users interact with their own instance of Snow: log incidents, create service requests, receive and respond to mail communication. Snow objects from customer instance are then bridged (synced) into our instance of Snow, where they are actioned by fulfillers. User communication, ticket status etc. are then bridged (synced) back into customer instance of snow and reach final users.

Puntos en contra:

There is a learning curve for agents coming from other ticketing tools as well as for new joiners - which is expected. A lot of user guide/process information is openly available, however not all the options described (especially reporting) are available in the version currently deployed by the company, which leads to some areas of tribal knowledge.

ServiceNow Review by a Former Helpdesk Technician

Comentarios: its all good, the best ticketing software for me. also Jira

Puntos a favor:

Everything, I love ServiceNow. I used it in 4 different IT BPO companies here in the Philippines.Integration to other systems is really good and helpful.

Puntos en contra:

I can't think of any Cons using ServiceNow, it really depends on the Management or Admin that handles ServiceNow. some management can't utilize ServiceNow's great features.

Service Now - A one stop destination for your ITIL Needs

Comentarios: Awesome. Couldnt imagine any other tool doing the same stuff for you so easily.

Puntos a favor:

User Interface is very smooth , lot of features , lot of options to configure

Puntos en contra:

Sometimes apolit for too many features . Need some time to get used to all the funstionalities

Excellent tool for all of your IT requirements.

Comentarios: Overall experience is good and we have mapped our multiple application with servicenow through which we are enabled the auto ticketing and monitoring the applications.

Puntos a favor:

-You can create multiple dashboards.-Customized chat integration.-customization capabilities.-inbuilt plugins to integrate the 3rd party applications.-Report customization facility.- Work flow customization.

Puntos en contra:

-Due to lots of module, Sometime its confusing to select the particular module.-Page loading took time.- Implementation took time and required ServiceNow expert to implement.

ServiceNow review

Comentarios: It helps in escalation of customer queries to support teams. Follow up on issues that are highly logged.

Puntos a favor:

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.

Puntos en contra:

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

Servicenow review

Comentarios: Good

Puntos a favor:

Easy to use and customize the product as company requirements

Puntos en contra:

Documentation ordering is not easy to understand the flow of product

ServiceNow is an effective platform for IT matters to be lodged, and quickly resolved

Comentarios: My overall experience with ServiceNow has been positive.

Puntos a favor:

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).

Puntos en contra:

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

The super-APP for a large organization

Comentarios: My overall experience with SNOW has been good. There are platforms that are equally good, if not slightly better, but this would be my choice if I was running an organization of 1000+ employees. The user journeys can be confusing but if the pages are set up correctly and maintained, this app can be a boon for companies who are encouraging using SNOW and treating it as a homepage for all internal sites (like a company intranet). The platform allows third party integrations with Okta, Slack and Salesforce and also custom applications that can be hosted and run off SNOW.

Puntos a favor:

I have been using ServiceNOW (SNOW going forward) for over 3 years at Nielsen now. The platform holds together a ticketing platform, a custom-built application, self-help, service desk contact information, and knowledge base articles. Our organization also has some integrations with our HR, IT and Finance systems and require a little more maintenance as we are currently committed to another well-established platform. My tickets are always visible, my approvals, etc widgets are very useful too. The portal is light, so it is fast and it also connects seamlessly with Okta.

Puntos en contra:

Employees tend to get confused if the widgets are not correctly set up under the relevant sections of SNOW. The roll out time is quick, but the set up is the larger task. Custom applications running on SNOW can be a little buggy at times. The platform can turn into a administration nightmare if it is not maintained well.

A wonderful and probably the best ticket and change management tool

Puntos a favor:

Search feature is very powerful and easy to use as it is globalized search. Allows me to see the ticket distribution across my teammates. Supports customization of the change management process.

Puntos en contra:

The frontend design looks a bit old and not much attractive to me personally. Also it is little bit costly. Apart from these 2 things, everything else seems great about ServiceNow.

Very flexible ITSM Tool

Puntos a favor:

This tool is very flexible and allows even Business Users to configure processes and worfkflows.

Puntos en contra:

The license is rather difficult to understand and must be re-considered over time.

Effectively manage your ITSM

Comentarios: Great ITSM management through Service now product

Puntos a favor:

Service now is part and parcel of our ITSM system over the years. We have migrated from other vendors to Service now.Its very critical for IT enterprise to handle incidents, requests and to daily business as usual activities .Its also Critical for reporting metrics to management on a periodic basis. Service now also provides robust usage through Service now anywhere web interface. It just provides ease of use anywhere in a remote work setup for the larger team.

Puntos en contra:

Service now customer support can be improved.

ServiceNow is better than Remedy and HPSM

Puntos a favor:

I have been avid ITIL practitioner and have been using various products in various companies of my job experience. ServiceNow supports ITIL processes completely and most efficiently where there are minor drawbacks. The level of compromise required to enable processes efficiently is less as compared to Remedy and HPSM. Service Now has harnessed the power of virtual assistants which is yet being explored by other companies. The ease of set-up and manageability makes configuration of ServiceNow a cake-walk.

Puntos en contra:

If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process. Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects. integration with risk management could have been made simpler to show the mapping of technical risks to business risks.

SaaS based enterprise ticketing, change management, and configuration management

Comentarios: We use ServiceNow for managing support requests coming in to IT, for IT change management, and application configuration management. It has proven to be stable and reliable.

Puntos a favor:

The product is fairly easy to use if you are tracking and resolving service tickets or change requests. I like being able to granularly customize my dashboard.

Puntos en contra:

This is a little more complicated for things like configuration management and opening a support request (from a support provider perspective). There are just a lot of steps and a lot of information to fill out. I would recommend having a couple of ServiceNow experts who can help standardize workflows and provide training for these more complicated tasks. Also, the dashboard can get too cluttered if you let it.

ServiceNow really is simple awesome

Puntos a favor:

ServiceNow really helps us to manage our customer and IT services from end-to-end. We make use of the ITSM, ITBM, IT Asset management, and CMDB features. Together all these features help us manage our clients, our services, and our assets. There really is so much one can do with the software and once users start adopting this, it really makes such a big difference to how IT can assist the business. Even our other teams like finance started to use it as well now.

Puntos en contra:

In terms of Backend Setup, ServiceNow does take some configuration to work really well, and this might not be an easy task for someone without previous experience.

Lots of Features But Not Easy to Use

Comentarios: My overall experience with ServiceNow skews negatively because it's not easy to find what I want, the only somewhat saving grace is the built-in favorites you can save for commonly used areas.

Puntos a favor:

ServiceNow has a lot of features that are all in one place. This includes tracking incidents, requests, change controls, paging, timesheets and more. It's also quite customizable because you can create your own dashboards with whatever information you want.

Puntos en contra:

ServiceNow has a steep learning curve, and I'm not sure how necessary it is. There are a lot of features sure, but finding what you need can be very difficult at times. If I know exactly what I'm looking for, it can be easy, but if I don't remember if something was an 'Incident', Request, change, or something else, it can be very difficult for me to find. I don't see an easy way to just view everything that's assigned to me, regardless of what it is.

Great ITSM tool available in the market

Comentarios: Great experience

Puntos a favor:

This is one of the great product available in the market. Cannot compare some of the other products. One suite for all. Love this product

Puntos en contra:

Adding each module is very expensive. Small companies cannot afford

Centralised IT services management

Comentarios: Experience is great as it supports many use cases needed by the organisation. API integration makes it easier to raise incidents remotely and assign it to appropriate teams. Custom forms helps to solve any access related self service needs.

Puntos a favor:

Service Now is a one stop solution for most of IT departments needs which promotes and enables Self service for several use cases. Request, incident management, approval workflows, incident reports are some of the very useful functionalities of service now.

Puntos en contra:

Sometimes UI response it bit slow which makes users to wait before form response.

ServiceNow impressions and feedback

Comentarios: I use it for my job on a daily basis to create and fill incident tickets and escalate them to the proper channels if needed.

Puntos a favor:

As a cloud hosted software, it is easy to track incidents, any depreciation and assets that belongs to users.It also can be customized with multiple support options. The reports are also easily customizable and easy to understand.

Puntos en contra:

The navigation panel can be a mind-boggling experience to use plus the software does not offer On-premises features plus it is relatively expensive upcost wise.

Experience with ServiceNow

Comentarios: Overall experience is amazing, best application available for ITSM.

Puntos a favor:

I've been using this application for the past few years, and I think the real-time alarm triggering and search functionality are outstanding. If the data we need is in the app's database and is configured, we can use it to find it quickly.

Puntos en contra:

I haven't yet come across anything that I can point to as a negative aspect of this app. Nothing that I can think of that would make this app less desirable.

Modern, integrated, and safekeeping of daily communication exchange

Comentarios: At first, feels complex and redundant, but while you pour into it, it starts feeling like a solution and keeper of daily work, management, and tasks. It is also incredibly functional.

Puntos a favor:

Self-sustained, full environment solution, almost without the need for complementation with other gears.

Puntos en contra:

Different user experience takes a while to learn how to navigate it.

Great ITSM Tool for Service Desk Deployment

Comentarios: I´ts been great. This is our first ticketing tool for our new service desk service, and Service Now has been a great help to shape our service model and metrics.

Puntos a favor:

The ease of use is the best with Service Now. From the ticket creation up to building KPI reports, you can feel that the Service now was design for a great user experience. Web tickets feature is great, Backlog management, Incident, Problem, and Request management is all there in a very complete and intuitive way. The fact that it offers templates was really helpful since we are deploying a brand new service desk service on our company.

Puntos en contra:

Since it´s web based there could be some incompatibility and web page display issues on some browser and Operative Systems.