ServiceNow

ServiceNow Customer Service Management


4.5 / 5
31 reviews


Average Ratings

31 Reviews

  • 4.5 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

Vendor has not completed this information.


About ServiceNow Customer Service Management

ServiceNow Customer Service Management is built for the digitally connected service economy. The convergence of products and services is raising the bar on customer expectations. But traditional customer support tools are no longer working.


Spotlight media placeholder

ServiceNow Customer Service Management Features


ServiceNow Customer Service Management Reviews Recently Reviewed!


A powerful CRM containing tons of features.

Apr 17, 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
Likely
Extremely
Likely

Pros: - 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!

Cons: - 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).

It's a great ticket system

Jan 18, 2018
5/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Very easy to create tickets and can be customized to work with your environment. User inventory can easily be populated to all of your company assets. User field can be populated automatically to bring up a user name and profile information.

Cons: Ticket system should automatically be saved. I wished there was a way to duplicate a ticket to a new ticket number for items not resolved. Instead of re-opening a ticket.

Your ticket search buttons should be easier to search, I have gotten lost several times searching for tickets.

Overall: Time table of incidents and reports of common every day problems .

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

Nov 17, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: 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

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

"Service Now - Your Control Center to provide customers with moments of magic"

Aug 15, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: for anything in your workplace. you can create templates to put in tickets for incidents or requests relating broken items, adding items or even for setting up new hires.

Cons: the search engine can be awkward to use. Sometimes it doesn't provide the proper answer to a search.

Overall: Service Now Customer Service management has been a useful tool to handle all types issues relating to desktop, infrastructure, remote access and a host other sections relating to the user and their system/network.

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

Feb 16, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: 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.

Cons: 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.

Capterra loader

Good customer service management application

Aug 13, 2018
3/5
Overall

2 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: What I like the most in this software is the flexibility. It enables you to add customized workflow, option selections, custom pages depends on your business unit, customization reports and data API.

Cons: The only thing i don't like with this software is the performance. especially when you add too many contents on your page. I think this is the only downside of this application.

Overall: Service now is a very good ITSM software. This enables us to accurately track issues occurred in our organization from being raised until it is resolved with definite resolution.

Capterra loader

CIS of ServiceNow

Mar 05, 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
Likely
Extremely
Likely

Pros: You can integrate in the Customer Service Management Side, differents process like Case Management, Field Service, and inclusive Sales Force (Using a Plugin) in a single system of records. That gives you the oportunity to manage the main need from the CRM in order to give support of the needs of your clients using differents channels (Web Portal, Email, Chat, Phone, Mobile Apps).

Cons: In order to cover the need for a CRM solutions some customization may be completed, normally with plugins available into the ServiceNow Instance,

Overall: Expand the uses of the ServiceNow Instances, initially oriented to the ITSM main process (Incident, Problem, Change, Asset, CMDB) to the Customer Support side,

Implemented CRM across 44 countries in 4 languages

Jul 12, 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
Likely
Extremely
Likely

Pros: 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

Cons: 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.

Overall: Replaced Remedy in les than 1 year

great cloud software for service ticket management

Jan 11, 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: 9.0/10 Not
Likely
Extremely
Likely

Pros: easy to set up, use and administer software that can be ramped up quickly as the learning curve is relatively low and the eco system around this is growing as well

Cons: would have been great if building reports were much more intuitive for the end users to be able to write their own query - at the moment, there is heavy reliance on IT to write reports

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

Aug 15, 2017
4/5
Overall

2 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

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

Cons: 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.

Overall: 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.

Capterra loader

It's a great tool to use for Customer Service Managemet

Apr 05, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: ServiceNow is an easy tool to use because it's intuitive and has a lot of options for cutomize, so as a user you can configure what you need.

Cons: Maybe you can find as a Con the price of this great tool, thera a a lot of tolls that are free on Internet, but you won't have the support ServiceNow gives to this module!

For users, it's simple and easy. Really

Apr 25, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

2 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The environment it's really fast to setup, you may build all your support options, link incidents and close the problem and automatically close all related incidents.

Cons: You need consulting services since the beginning. It's fast, but after some time you need to interact with them always, what may be tedious and making you think you your money is really being spent correctly.

Overall: Solved our users problem, to allow them to watch what is happening to solve their problems. Really Good.

Capterra loader

innovated, the new century of customer service management

Nov 17, 2017
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
Likely
Extremely
Likely

Pros: Before we used servicenow our customer service management software was so old and out dated. One of my favorite things about service now as all the features it had like creating Knowledge Base, assigning tickets to different team members. it was fantastic

Cons: The only thing i would say that it was so new it was kind of a learning curve but besides that when you figure it out it works and works great.

Intuitive and very customizable

May 04, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

Pros: ServiceNow is very easy to use and can be customized in many different ways that make it even easier. It is very versatile and can be incorporated into many other systems including asset management and resource management.

Cons: Sometimes the servers that the software runs on would tend to hang. Recent updates have made looking up previous tickets and information a little more difficult than before.

Robust solution for Customer Service

Nov 08, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It is easy to search for, track, and centralize most of our assets, and customer service requests, in IT

Cons: Some of the filtering for requests is not always intuitive.

Overall: We use ServiceNow for tracking service requests, managing assets, keeping a knowledge base, coordinating agile scrums. It has been a great all around solution that has helped us centralize a lot of what we do in IT

Extensible Service Desk Software

Oct 05, 2016
5/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Ability to solve many business processes with minimal development.

Cons: Cost

Overall: Success integrating ServiceNow with multiple external systems to automate business processes throughout the business.

Takes some getting used to but great overall

Jun 11, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Lots of features

Customization

Great reporting/filtering

Intuitive design

Provides database for knowledge articles

Kanban style layout

Cons: It takes some getting used to navigating the system but the design is intuitive so this issue doesnt last long

Overall: easy management of customer interactions

Capterra loader

ServiceNow Review

Nov 01, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Very Good user interface

easy Navigation , Search functionality

Excellent Reports and Analytical capabilities

Excellent Dashboards

Clock Timer for each Incident and TATs is good feature

Cons: Slowness is problem sometimes

Should use different TABs instead of showing all content in long page view

Bit expensive Price is concern

Customization can be more better compare to Salesforce

Overall: My Organization started using Service now year back and overall experience is good

Slowness is one issues but not major. We are also planning to implement Request Management in service now with multi tenants.

Capterra loader

Awesome Tool

Oct 17, 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
Likely
Extremely
Likely

Pros: I have used ServiceNow in HCL while working for client. Its just not an incident management tool. It has lot more to do & manage data.

Cons: NA. It is really a good demanding tool in the market.

A good tool to order and to keep a track on ordered items easily

Nov 16, 2017
4/5
Overall

4 / 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: Our Organisation is using this tool from last 3-4 year (If I remember correctly ). Basically Our IT department is using this tool to server the IT needs of employees. If we encounter any IT related issue we just used this tool. It is very easy and user friendly tool. A lot of detail can be entered by using this application. You can monitor your open requests other functionalities available are , you can see announcements, approvals etc... Overall the tool is good.

Cons: Over all the software is good, but as very details information is required while ordering (requesting) the items. Some times user don't feel good while providing so much information. This can be improved.

Overall: We can track things easily using this software.

ServiceNow

Nov 17, 2016
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

Pros: Everything we need is in one place.

Cons: Lengthy processes.

Overall: We use ServiceNow for tickets, Projects and Change Management. Although some of the processes can be a little lengthy at times, it does have some good features.

Recommendations to other buyers: Take the time to learn all its features. If you are looking for a tool where your customers can submit their own tickets, this would be a good tool for you as well.

Simple, easy to use.

Nov 14, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I appreciate the automatic feed of service tickets that flow from the requester to the team I serve on and it allows any of the three of us to take responsibility and own the ticket until resolution.

Cons: Once assigned the ticket, it is sometimes confusing on which fields need to be completed and it would be nice if those were highlighted or called out a bit more to allow for the timely completion of the service ticket.

Overall: Captures all of the work assigned to our team for future reporting or metrics gathering.

Capterra loader

It's good but not great

Sep 11, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: It is cool as it doesn't time out like other software of the same nature.

Cons: Only thing I dont like about it, is when creating a ticket, you have to save between each step from start to resolved

Good

Nov 10, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

Pros: This module has all relevant functionalities, workflows. It's very easy to customize these to your specifIc needs. Reporting is also very good

Cons: There are not many integrations available out of box. I wish that there were integrations with the most used other customer service management products

Just ok.

Sep 18, 2017
3/5
Overall

5 / 5
Ease of Use

2 / 5
Features & Functionality

2 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: The software is visually neat and can be somewhat customized to show the data you need to see. I like that I can see an overview of work in a list and change the column information and order.

Cons: The customer can't customize the fields or drop down options. If I need something changed I have to make a service ticket instead of just altering settings.

Overall: It makes communication with customers more efficient and keeps them updated in an organized fashion.

Service now is very good tool.

Sep 15, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Service now is awesome tool to open service request. Service categorization is very good. It is very easy to use so that every one in corporate can use it. You can update your later also after opening service request which is very good feature.

Cons: Tracking of service request is little bit complex because whenever service request open there will be task associated it which is cumber to track issue.

CRM having extra ordinary features

Apr 26, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
Likely
Extremely
Likely

Pros: - Multiple customers can be easily integrate into one CRM tool

- Interlink between Case, Problem, Incidents can be easily trackable

Cons: - Some modules are running very slow

- Poor advance search functionality

- less options for customization

Overall: Value for money investment and customer will be well informed using automated email.

ServiceNow

Apr 17, 2017
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Value for Money

Comments: Importing data into ServiceNow for the initial setup was easy, however, customizing everything in the forms, data, etc. could get a bit tricky. You can automate a lot of processes if you know how to script - it also runs a LOT of different reports if you need it to. There are definitely a lot of features in ServiceNow that you can take advantage of, but with an additional price.

ServiceNow has been a good new addition.

Jan 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money

Pros: ServiceNow is much more fleshed out than previous products I have used. There doesn't seem to be many restrictions on being able to use the software the way you want to.

Cons: It seems fairly expensive to me. The interface can also be a little overwhelming given the multitude of options.

My company's service desk uses ServiceNow for ticket tracking and resolutions

Mar 16, 2018
3/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

Pros: Good set of features and customization options to really make this platform work for your organization.

Cons: The user interface feels a bit old-school which somewhat distracts from the strengths of it's functionalities and features.

A mile wide

Nov 03, 2016
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: Service Now can be described as a mile wide in that it had a a feature for most anything you would want to do.