Opiniones de ServiceNow Customer Service Management

Crear ticketes

Comentarios: Los empleados de la empresa crean sus propios incidentes a traves de este programa de manera muy sencilla. Asi mismo a las personas de mi departamento les llega la notificacion inmediata y esto hace que la relacion usuario-departamento sea muy sencilla.

Puntos a favor:

A traves de esta herramienta es muy sencillo crear, visualizar y actualizar los ticket o incidentes para buscar solucion a los usuarios.

Puntos en contra:

Es bastante extensa y te toma solo unos dias acostumbrarte a usarla. Una vez te acostumbres podras sacarle mucho provecho a este programa.

ServiceNow A Great Piece of Software

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

There are times that it can be slow when trying to interact with some of the dashboards.

Service Now -tools to use for Ticket management

Comentarios: I love the look and feel of service-Now.Support documentation and KB articles.If you have HI portal access then 80% of your problem is gone. Means you will get all the access for KB and documents which help you to understand any issue or product/ releases.Price is bit high but it is worthy to have Servicenow in your company.

Puntos a favor:

first and formost point is, most the module is Workflow driven.for Juniors it is ease to use and learn.coding is minimal.you will get hell lot of examples from Web and Service-now communities to refer. APIs are readily available to integrate with any app.

Puntos en contra:

if you report a problem or request for new feature then Servicenow team will take time to review that.then they will plan in their road Map may be it will come in next release like they have different release (helsinki/ geneva) or may be it will not come.this software they are keeping upto date so your team should have developers to fix the issue after each release.but i will say their product documentation is so so So good, it will help to understand and fix anything.

One of the best in market Ticket management tool

Puntos a favor:

its integration with knowledge to access to previous similar cases and knowledge articles

Puntos en contra:

As a SAAS service the tool gets slow very often

ServiceNow Not for Small and Medium Sized Businesses

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

ServiceNow CSM - A customer centric tool/People Management

Comentarios: The OOB system itself is configured with the right solutions that the customer wants. Apart from that, we can customize anything with the help of developers. The system will work seamlessly though.

Puntos a favor:

Customer & Consumers, and Contacts management was handled pretty well. People Management is most valuable to provide services accordingly. The integration is seamless hence it provides APIs to make easier.

Puntos en contra:

1. Portal - There are different portals for customers & consumers in OOB. This is creating confusion in gateway.2. Agent workspace - Performance is Slow.UI can be improved.

Complete Package

Comentarios: 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.

Puntos a favor:

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

Puntos en contra:

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.

A good ticketing tool with lot of options to develop

Comentarios: 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

Puntos a favor:

It does have good platform to create knowledge articles and save it This can be easily adapted by any organization

Puntos en contra:

Need to improve the UI Should have a Better tracking of the comments from the user and the agent

S_Now

Comentarios: Excellent, Documents are accessible for guidance.

Puntos a favor:

Widely used by companies so easy to train and hire subject matter experst.

Puntos en contra:

Building workflows takes time and effort as its not OOB.

Excellent Customer Management Platform

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

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

Comentarios: 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.

Puntos a favor:

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

Puntos en contra:

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.

ServiceNow is premier and get better with every release

Comentarios: Overall an excellent product.

Puntos a favor:

Highly scalable and provides modular solutions for implementing service based best practices across the enterprise. Initially focused on ITIL it has expanded to include ITOM, ITSM, and ITBM functions. Out of the box solutions for other areas of the enterprise including HR, Security, Governance, Finance, and CSR. The platform itself allows development using standard web technologies and programming skills and they offer a vast documentation library and vibrant community of developers and users. Their support is top notch and they are always quick to respond.

Puntos en contra:

Their pricing model is complex and unwieldy. It can be very hard to determine which features you actually have access to. Some of the features which seem like they should be part of the base product functionality are split into sub-modules at additional cost. This can give the impression that you are being nickeled and dimed for every little feature. Inquiring about instance capabilities of technical staff is always referred to your sales rep. Early adopters who did a lot of customization can find themselves in a lot technical debt prior to ServiceNow’s current guidance of best practices. Some of the earlier product design decisions have sometimes forced compromises to be implemented for product growth. This can create some ambiguous methods non-intuitive workarounds to be employed in development. Their documentation can be somewhat sparse on examples or use cases for particular API or feature specific applications. Finally, since the product can become the core of so many areas of the enterprise, it can require quite a large investment in support resources and it requires these resources to understand SaaS management differences vs traditional application support development.

Service Now, the one that gathers them all

Comentarios: 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

Puntos a favor:

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.

Puntos en contra:

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.

Good Tool but performance is an issue

Comentarios: Can deny that ServiceNow is the best in the category and offer the most functionalities. However, performance is truly an issue as page refresh can be lengthy from time to time.

Puntos a favor:

- out of the box configuration templates is great start point for setup - Deep integration with other ServiceNow tools (big selections as well) - easy for administration to benchmark and track support service - like the fact that it has user customizable queries to filter out only items that you want.

Puntos en contra:

- Performance is an issue. we have been getting on and off slowness that we can't seem to resolve it. - over cost is higher compare with its competitors - there should be ways to duplicates incidents - Search result is unpredictable, sometimes search does not return the result you want without going into the module first (this is inconvenience as sometimes a ticket number is the only thing given and you have to figure it out what kind of ticket before searching)

A powerful CRM containing tons of features.

Puntos a favor:

- 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!

Puntos en contra:

- 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).

An awesome saas and paas application

Comentarios: It’s an very demanding cloud platform. They also offers you to provide various commercial scope application platform as well.

Puntos a favor:

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.

Puntos en contra:

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.

All-in-one service solution

Comentarios: Fantastic product and they offer administrator training for free if you interested in learning “more than the average bear”.

Puntos a favor:

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.

Puntos en contra:

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

Best in response the good thing i love in the service now is they respond very fast for quiries

Puntos a favor:

The service now has very large tools whose main functionality is to make customer happy. They respond to our queries very fast and they make help of the different dashboards to perform their service we are using this for our ticket management here we can generate our different type response type like pdf,word etc their service is extraordinary and i love to work on this a lot

Puntos en contra:

There is nothing specifically least in this. Everything is cool and good. We are looking for some new version

A good tool for tracking and updating the status of the tickets.

Puntos a favor:

The customer can check the status of the ticket from anywhere as this is an online tool for tracking tickets. There will be information about the developer who is working on the ticket and the customer can directly contact him.

Puntos en contra:

The developer who is working on the ticket is responsible to update the status of the ticket. He can update the wrong status. There is no verification for what actually is happening and what is being upstated.

Great ticketing/tracking system!

Comentarios: ServiceNow has really help streamline our ticketing system for our customers. Creating reports helps with identifying problem while also creating metric to identify future problems!

Puntos a favor:

I really like how setting a "configuration item" will create a template for different type of issues. For example, when a user calls our help desk for issues concerning Outlook. When you use the OUTLOOK Configuration Item, a pre-determine template will already complete the appropriation "tracks" for resolution.

Puntos en contra:

The mobile application lacks several of the key features that make the full desktop version so easy to use.

Overall it’s good and better

Comentarios: Overall it’s better and suitable for mid level businesses

Puntos a favor:

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

Puntos en contra:

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

Implemented CRM across 44 countries in 4 languages

Comentarios: Replaced Remedy in les than 1 year

Puntos a favor:

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

Puntos en contra:

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.

Decent web-based CRM tool that has so many features, nearly everything is possible.

Comentarios: Better than Parature or SCSM for large-scale case and ticket management, easy to use on the web and options and features are nearly endless.

Puntos a favor:

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

Puntos en contra:

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.

Awesome SAAS solution for small and large enterprises

Puntos a favor:

No hardware and hardware maintenance cost, easy to use, easy to customize, less development and support efforts, tons of integration methods and tools = Happy Customer

Puntos en contra:

Representation of CMDB relationships, help on CMDB, difficult to get reporting on child tables, not very useful help in child tables

ServiceNow for IT Service Management

Puntos a favor:

ServiceNow is a robust platform that allows users to customize their settings as well as use a variety of modules depending on the ITIL maturity of the organization.

Puntos en contra:

The information is not always organized in the most concise way. Continuous usability testing could help improve this product a bit.