ServiceNow

ServiceNow Customer Service Management


4.5 / 5
52 reviews

Who Uses This Software?

Cloud-based platform that helps customer service teams with customer data management, workflow automation and task assignment.


Average Ratings

52 Reviews

  • 4.5 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Pricing Details
    Contact ServiceNow for pricing details.
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
  • Support
    Online

Vendor Details

  • ServiceNow
  • www.servicenow.com
  • Founded 2003
  • United States

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.


ServiceNow Customer Service Management Features

  • Alerts / Escalation
  • Appointment Management
  • Call Center Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management

ServiceNow Customer Service Management Reviews Recently Reviewed!


Lot's of features, lot's of complexity.

Apr 10, 2019
4/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.

Cons: Complexity makes simple tasks difficult. Learning curve is steep. For example, performing simple searches is not possible. If I closed out a ticket recently, then I often need to look in the documentation to search for that specific ticket again. highly customizable views allow for tweaking to work with your use habits. Interface needs to be simplified and have common functions more accessible. It may partly be the way this organization has implemented and customized the interface, but it is still not user-friendly.

Overall: Works fine if you don't need to do much more than open tickets that are already assigned to you or work with tickets that are assigned to you. Assigning ticket to others in a large organization where you don't know the group they are part of is a struggle. I often know who a ticket should be routed to but our implementation requires specifying the team they are part of as well. Some people are on multiple teams. Searching really needs improvement for users that don't interact heavily with the system.

Capterra loader

Very Good IT Comunication Tool

Mar 27, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: - Is easy to use for developers and regular users.

- There is a good option like the feature that allows you to add people to the watch list so they can check the progress of the status of a ticket even do they are not going to provide support.

Cons: - Updates are not good since they made some changes and in some cases impact the way data previously saved on the application. Also, they made some changes in the GUI and some times users complain are related to that there is no a particular option or they are not able to find it now after the upgrade.

Overall: The way that users report any failure on the devices in order to get this resolved faster was not the correct one. And we solved this with ServiceNow since their user can report quickly the issue that he is having and also there is a watchlist of available people that can take the case and provide support to the person that is having the issue. Also, there is a really good feature of the tool that makes them different from other solutions in the market.

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
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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).

Capterra loader

Easy and productive CSM tool

Jan 08, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Plentiful options when creating your favourites and setting your filtered searches (which are very detailed and precise). Any search can be added to favourites and be easily accessible. User interface is easy to navigate and find the options you're looking for. It uses easy to follow logic and it is very user friendly.

Cons: This is most likely depending on the implementation process and data migration during the integration process, the update field is constantly moving to the next case/incident which makes it hard to track you work at times. Most likely adjustable during implementation process.

Overall: It makes it easy to track customer replies and action any update or development on time whilst allowing for easy SLA tracking and communication with the customers.

Great Tool for HelpDesk Services

Apr 01, 2019
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Out of the box, Service Now comes with configuration templates to get you started on your HelpDesk service deployment. From there, you can start tweaking the tool to match your company needs. This was very helpful to us since we were deploying a ticketing tool for the first time.

The deployment process was a breeze, intuitive and we didn´t find any major roadblocks whatsoever.

From the user side, is very easy to use, great compatibility with any browser (since is web based), and the amount of tools for reporting are amazing.

We are able to benchmark and tweak our Support Service and keep track of our KPI metrics very easily.

Cons: It can be somewhat overpriced. Other than that, no issue whatsoever.

Overall: ServiceNow was a huge asset for deploying our first formal Support Service Design.

The ease of use and default templates, got us up and running in with no issues. Great Experience overall.

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
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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 .

Horrible customer experience

Jan 02, 2019
3/5
Overall

1 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 2.0/10 Not
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Pros: -can search to find topics

-can customize search for tickets and service request

-can excel tickets and customize the information

-if you developers access you can create reports

-receive email confirmation and when tickets are updated

-can uploads images and video

Cons: -when creating a service request the user cannot specify the name. First a request is created [sc_request] then automatically a requested Item is created [sc_req_item] with a default title which is extremely confusing

-only the user who created Incidents can reopen Incidents

-only the user who created Incidents can then link to previously closed incidents

-if you don't have developer access you can only see the tickets you created and need other users to add you as a watcher to the ticket

-Incidents cannot be changed into Service requests, and those changes can't be tracked. (example to change a Incident into a service request a Incident must be closed and Service request opened)

-IT Portal view doesn't save views, views are only saved for that session

Overall: My overall experience maybe a little clouded because I am using Service Now through a third party vendor who handles our IT (cognizant) and some of the missing features maybe due to this. I have been using Service now for almost a year to not only track minor IT issues (example requesting new monitors, issues with WIFI ect) but also updates and builds to our website and ERP System. Overall I would not recommend Service now for the later especially in large corporations across multiple subsidiaries as this doesn't give companies the tools accurately implement builds.

Unfortunately due to the lack of tools in Service now (or how our vendor restricts these tools) our company had to resort to managing these builds outside service now and update once complete.

Rather you need a system like JIRA where users can easily assign issues for QA testing and allow anyone to reopen tickets.

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

My experience with ServiceNow

Mar 31, 2019
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Amazing variability of options.

Very easy to track tickets and create useful dashboards.

Reports that can show almost anything

Self-service section

Cons: Very Pricy

Sometimes when opening few windows after you save a ticket it takes you to a "strange place.

Gets slow sometimes due to it's large DB.

Overall: I've been using SNOW for over 2 years now. It is amazing tool, with so many options. However I hear from the management that is very pricy to add multiple components and this limits the usability of the tools it have.

An additional step - but helpful none the less

May 09, 2019
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: We used service now as an additional time management tool with other applications to keep track of project progress. Service now was semi easy to use and made up for what our other service lacked

Cons: Service now could be confusing at times and lacked integration with other systems/software. Could be tricky to change due dates- would have to change all by hand

Overall: It was a necessary tool used everyday but it would be better to integrate more features with this service.

"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
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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
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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.

Perfect for tracking our customer interactions

Apr 05, 2019
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Like all ServiceNow modules, the more pieces you buy, the more you gain, this is no different. The customer service management module was a valuable addition to our Incident Management purchase as it ties back to our end user population from a tracking standpoint

Cons: any customization out of the box requires expensive Servicenow or 3rd party assistance to execute. We're trying to keep it as vanilla flavored as possible.

My Experience using ServiceNow Customer ServiceNow Customer Service Management

May 18, 2019
5/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Great for customer service and management, serves the integral purpose of ensuring that user requests are categorised and prioritised appropriately, great for customer satisfaction management as well

Cons: Can be a bit slow in response time when loading the webpage, I have some inexplainable failures in executing some tasks, e.g ticket resolution, but this is quite rare, most probably a momentary glitch

Overall: My work as an IT support Analyst requires that we manage day to day client IT infrastructure and troubleshooting issues experienced by end users, ServiceNow provides a solid system for receiving and actioning these requests.

Great ticketing/tracking system!

Nov 27, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: I really like how setting a "configuration item" will create a template for different type of issues. For example, when a user calls our help desk for issues concerning Outlook. When you use the OUTLOOK Configuration Item, a pre-determine template will already complete the appropriation "tracks" for resolution.

Cons: The mobile application lacks several of the key features that make the full desktop version so easy to use.

Overall: ServiceNow has really help streamline our ticketing system for our customers. Creating reports helps with identifying problem while also creating metric to identify future problems!

Capterra loader

Incident management made easy

May 24, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is easy to use. Has a functionality for knowledge base which can be used when customer service agents are helping customers. You can add people on the watch list so that they are in the loop of what is happening

Cons: Creating a new incident from the system is a bit of struggle. The option is not visible

Overall: All customers are saved as there is no risk of custimer service agent forgeting about the incident reported by a client as the system records every incident. Gives customers power to reopen an incident should they feel that they have not been assisted to their satisfaction

One Shop Stop

Apr 11, 2019
4/5
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
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Pros: *Very much customisable to suit to business needs.

*Can integrate with multiple other ServiceNow softwares to make a enterprise running mogul.

*Interlinked with other modules and always cross reference records

*Intuitive UI design.

Cons: *Though intuitive, needs training to be able to use the software.

*Uses Dot walking for selecting tables in database, will confuse regular users.

*Reports and internal workflow can be confusing.

Overall: We are using ServiceNow to replace our service delivery management across the entire state.

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
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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
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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
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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
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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
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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
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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.

Its all in the initial setup

May 02, 2019
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 4.0/10 Not
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Pros: It can handle large amounts of tickets, as well as supporting documentation and knowledge articles

Cons: Other users have easier workflows and better functionality, take your time and implement it right

Essential for medium to large enterprises

Jan 16, 2019
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: It is as customizable as you need. Need layers of approvals on requests. You got it.

Cons: Sometimes it offers too much and you can get lost in the forest.

Overall: Fantastic for workflows and ticket management

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
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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
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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
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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

Good overall ITSM

Jan 12, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: It covers all aspects of ITSM, from requests to changes.

Cons: It is a bit cumbersome, and locks up frequently.

Capterra loader

Great information management!

Apr 24, 2019
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: We have had the best experience with Service-now. It has proven to have the storage capacity for a company this big. It is the best tool for uploading tickets to be resolved by any other department (not only IT), as well as sharing information throughout the entire company.

Cons: Nothing at all! I would definitely user ServiceNow again!

Overall: I would completely recommend this product. Has demonstrated trustworthiness to handle all the information transmitted through out the site.

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
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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
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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
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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.

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
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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
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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

Capterra loader

Powerful and organized ticketing system.

Feb 08, 2019
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: Fast and reliable ticketing system within the organization. Automatic Email updates with live tracking and chat makes issue reporting easy and traceable.

Cons: Layout of overall groups is a little disorganizes until you get used to it and they are properly setup.

Overall: All the companies issue reporting goes through Service Now which makes it one easy place to track issues and requests.

Good application

Apr 25, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Good for raising and keeping track of service now tickets from end user

Cons: When resolving a ticket can cause you to re fill information if you miss a step

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
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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.

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

Great helpdesk support tool

May 02, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It captures most important details in helpdesk administration, incident management, change management and it also features a great top-down access-control from managers to helpdesk officers. It is a great tool for large enterprises that have helpdesk teams spanning various regions

Cons: Some requests should automatically be assigned to someone who has handled it previously. It could get smarter by recognizing personnel with lesser incidents at hand and auto assign.

Helpdesk Ticketing

Apr 02, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: It's a straight forward approach for helpdesk technicians and end users. It's great to have the ability to see real-time status on a ticket. Real-Time benefits include:

- What you ticket status is

- If you ticket is assigned

- Who is assigned to your ticket

- Was it escalated

- Real-Time communication and chat

There are too many additional features and options to list that enhance this product and from a customization ability, you should look no further than servicenow for your solution.

Cons: This solution is one of the best around, but is pretty pricey if you are looking for basic features. If you need a simple CRM or helpdesk ticketing system, there are other options out there that will provide the best bang for your buck.

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
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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.

Relatively easy to use as these things go

Dec 12, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Having used a few different 'helpdesk' type solutions in the past, and not having usually been impressed by the user interface, I found ServiceNow's tool refreshingly simple to use.

Cons: Maybe it's just the way it was implemented, but I find it takes longer than I would expect to get confirmation of a successful form submission. That's a minor thing, but it's the only thing I don't like.

Overall: Our organization uses this solution for a few different things, but my experience is with IT-related service, and I am glad we switched to this tool. It is definitely easier to use than what we had before, and that means time savings for everyone who uses it.

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.

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.

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
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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.

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.