Helping businesses choose
better software since 1999
better software since 1999
Guides & Research
Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology.
Capterra carefully verified over 2 million reviews to bring you authentic software and services experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. Learn more.
Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software and service providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. Learn more.
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.
Provider
ServiceNow
Located In
United States
Foundation
2012
Open API
Unverified
Deployment
Cloud, SaaS, Web-Based
Content Source: ServiceNow Problem Management
Green rating bars show the winning product based on the average rating and number of reviews.
ServiceNow Problem Management Reviews
Pros
Great way to track and capture tickets, ability to pull statistics per user, system, and time to close is great, can we complex to set up, not ideal for a small organisations.
I like the customization and ease of use for the service desk. I also really enjoy the ability to combine with other help desks for SDAAS offerings.
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.
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
The categories of issues are not hierarchically designed and hence a lot of them are very confusing.
SNOW tickets are often the bottleneck for inaccurate problem classification.
I disliked the fact that templates could not be reordered.
This logic doesn't make sense as they usually have no idea how long it takes to repeat a task and sometimes they choose a past date and the ticket breaches.
"ServiceNow CSA CIS"
Overall: The main benefits are related to cover the differents process defined in the ITIL best practices, looking for root cause of the Incidents and avoiding service interruptions
Pros: Application alingned to the ITIL best practices thats covers the main scenarios from the problem management. Integrated to the other ServiceNow ITSM application like Incident, Change and with the resources provided by Asset Management, CMDB and Knowledge, lets the support staff cover the main task from the problem resolution. Relationships between Incidents and Changes are really straight forward task and with few steps you can accomplish this scenarios.
Cons: In the process to cover the different tiers of support, the interactions with vendors could be more easy to modelate.
"Positive Review for ServiceNow Problem Management "
Overall: My over all experience with ServiceNow Problem Management is positive, I like it
Pros: The most I like about ServiceNow Problem Management is that it is easy to use interface.
Cons: There in nothing I like the least about ServiceNow Problem Management, only pros, no cons.
"Overengineered for a ticketing and incident reporting system"
Overall: Not really much, I've used other systems like this in the past, and they seemed more streamlined.
Pros: Once the correct path is selected, it is easy for users to submit their problems (following the prompt)
Cons: Again, trying to do too much at once. The idea of "shopping" and adding a incident to your cart does not fit. Additionally, on the other side, the ones receiving the details, sometimes get bombarded with several emails from the same ticket. And the email will not show details necessary to at least have an idea of what the ticket is about. One email with a general summary would be so helpful. Also, sometimes closing out the task does not close out the ritm and req numbers above. This should not be the case, as it takes digging to find it if it doesn't close. Lastly, clients or ticket requestors should not be able to change the date for for a ticket. This logic doesn't make sense as they usually have no idea how long it takes to repeat a task and sometimes they choose a past date and the ticket breaches.
"Great ITIL software but performance is a huge issue"
Overall: Overall, it's a great product. Performance is a bit issue Learning curve is steep but once you get used to it, it's great
Pros: - Great All In one software to implement incident, problems, changes and management workflow. Very easy to track progress or existing tickets or search old ones. - Lots of user customization - Filter/Queries are very useful or expert users
Cons: - The main issue with ServiceNow is Performance!!! It often take long time to load a page or query results. - Filter and Queries are useful but sometime it's hard to search existing queries if you are in a different section of ServiceNow. Would be nice to have all-in-one queries for user so user can easier lookup all the existing queries (yes, you can go to the correct section first and then check the queries, but loading is often a big issue) - Lot of different ServiceNow products incorporated together, so it's sometimes hard for new users to browse around and get use to it. Learning curve is steep. - Very costly product.
"ServiceNow Problem Management"
Overall: Overall, a good platform, with lots of versatility and reporting options. Feels very heavy and slow from a user standpoint, and permissions management is awkward.
Pros: Good for ticket tracking and timelines. Ability to create dashboards for at-a-glance checks to confirm metrics . Ability to automate workflows and assignments.
Cons: Clunky and slow interface. Inability to hover over a ticket # and have pop-up summary (have to actually go into ticket to view any details).
