ServiceNow

ServiceNow Problem Management

4 / 5 4 reviews


Average Ratings

4 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 3.5 / 5
    Customer Service

Product Details

Vendor has not completed this information.


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.


Spotlight_media_placeholder

ServiceNow Problem Management Features


ServiceNow Problem Management Reviews Recently Reviewed!

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
Likely
Extremely
Likely

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
Likely
Extremely
Likely

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.

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!

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
Likely
Extremely
Likely

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.