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.