ServiceNow

ServiceNow Problem Management

4.5 / 5 10 reviews


Average Ratings

10 Reviews
  • 4.5 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

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About ServiceNow Problem Management

Minimize the business impact of service disruptions and prevent future disruptions. Investigate the root cause of an incident through structured problem analysis, then document solutions and workarounds in the KB.


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ServiceNow Problem Management Features


ServiceNow Problem Management Reviews Recently Reviewed!


Easy to use and most liked by all

Feb 08, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Its an user friendly software and can be used by anyone. There is no need of particular experience required for using this software. Also helpful for all organisations

Cons: There is nothing least to tell about this software but the only thing I observed is to search for any incident sometimes its not so easy we get confused with it else its an awesome sotware

Overall: Easy and user friendly, time saving. Anyone can use this software and there is no necessity that we need a prior knowledge on this. Over all this software made our work easier and faster.

Workflow friendly interface

Jan 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: How easy it is to customize the workflow and generate scheduled reports.
I like the responsiveness of the customer and technical support, which I did not have to contact much.
The updates and patches were very easy to implement. The risk and impact were minimal if any because we loaded the new version in our dev/test environment.
If we did need to rollback the changes were transparent to the end-users.

Our account executive was very responsive and could direct us to the extensive online knowledgebase that included comments and blogs from existing customers.

At one company we migrated data from SalesForce into SN without any loss of data.
After we completed import of the data from SalesForce, we found a 3rd party link to synch any new changes from SalesForce into SN without missing any data.

Cons: If I had to list one area of improvement is the cost. You do pay for what you get.

At one company I worked at, we had an aggressive timeline to implement SN into our existing IT environment.
The professional services group that came in and planned the implementation and testing phases to the exact phase gates.

We were able to successfully implement SN in our production environment in a six-month time frame with the end-users, HR, facilities and alert notifications working as intended.
I was impressed.

The piece that needed improvement was having IT management decide on which components of SN to bring on board.

Overall: The easy of use, customizable UI, the ability to create and schedule a vast amount of scheduled reports for management on incident, problem, and change management.

How easy it is to access the data from a mobile device and make updates.

A professional tool. It works!

Jan 06, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: If you already tested other tools, you always have some stuff that you need and most don't have. Connect incidents to a problem. Here's the answer. And, extremely easy to use;
Close a problem and all incidents related needed to be closed manually? No More;
Lots of stuff to use. And most of them are ready to use in a real environment.

Cons: The license price and some customizations, that need to be done, usually and done by slow partners. The know, but it takes too much time.

Overall: It fitted very well in our environment. The price is high but you receive lots of help to your environment.

excellent product

Nov 23, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Excellent product-
- Categorization of problem tickets into different areas and severity is very good
- Integration with items like known error or a bug across enterprise is excellent
- Integration of this process with other processes is also very good like Incident to Problem

Cons: Cost might be too high, especially for smaller organizations. Also problem management is relatively new, especially when compared to incident, so more popups or help items might make the adoption easier

I worked as a consultant on a project already using ServiceNow

Nov 09, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I had ZERO training and navigated around without a single misstep. The fields, labels and buttons made it easy to predict where to go to accomplish what I needed to do. The organization was able to configure required fields and integrate rules for documentation as well.

Cons: The only things I didn't like had to do with the way the organization had to configure it according to policy.

Overall: The software was able to collect, organize and filter ticket data by issue level well then report to ensure that high priority issues were resolved in a timely manner.

Excellent Product

Nov 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use is a big plus. Functionality is robust too - particularly linking a Problem to Change or Incident. Integration with content management piece where problem tickets of an area can be easily displayed is very useful, too.

Cons: Price could have been lower. i think there are products in the market that offer same functionalities with lower price.

Very good application with so many features to track & report the incidents,problems in the project

Jul 18, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: Perfectly suitable for ITIL process of implementing incident/problem/change/workgroup/Knowledge management processes for the projects to track, identify and fix the issues.

Capturing the details of the service request/incident/change is very good.

Setting up Paging/Alerting is another useful feature to keep track of the things.

Cons: Huge application, takes time to load sometimes, tons of features and is a costly application which only major organizations are using it.

Still a struggle, despite a decent user interface

May 18, 2017
3/5
Overall
1 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money

Pros: The UI is pretty good, and I like the ability to relate so many incidents, work items, etc. to one another.

Cons: The tool take a LOT of training to learn how to use; despite copious amounts of data being available, that's part of the issue... there are copious amounts of data available!

New to service now but seems easy to use

Dec 10, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to learn and use.

Overall: We just switched from Salesforce to ServiceNow for our help desk case management system. As a user, it is very easy to use.

Recommendations to other buyers: Good interface. User friendly

Excellent Product

Dec 05, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Robust solution. Excellent tool as well as business process functionalities.
The ability to mark relationships with other ITIL processes like incident management really helps IT managers manage the availability of their IT environment very well.

Cons: License fee can be prohibitive, specially for small medium business enterprises

Overall: Problem management module in ServiceNow is an excellent software as a service solution. The out of box features of the tool provide functionalities that can satisfy requirements of the most of the organizations. It also provides links and relations with other Infrastructure Technology Infrastructure Library processes like incident management.