ServiceNow Reviews

Dashboard and Reporting
Ticket Management
Customisation
I am in the process of setting up automated ticket creations based on application alerts which will be fantastic.

It takes a little time to get your head around the reporting element if you have multiple status's. You have to play with the data to get it spot on, but its fairly easy and you will get the hang of it quickly.

It was very easy to handle the incidents and task.

Service now SLA timing track more complexity.

●ServiceNow can be customized as per the business needs.
●It can be integrated with other systems & workflows. Along with ticketing system, it is used to keep a track of IT equipments.
● Great automation features & in-built tools.

● May need integration with other products for complete business solution.
●ServiceNow can be expensive for organizations with limited budget.

1. Easy ticket management , creating and tracking with servicedesk.
2. Can easily connect with JIRA as well to take updates related to development as well.
3. Interface is upto the mark with stability in platform.

1. There is nothing much for customization according to us.
2. Initially a proper training a timeperiod is needed to get the actual overview of product.

ease of identifying issues, categories, options

Speed of responses often delayed or underserved

Customisation for creating ticket submission templates to ensure we're getting the critical information before incidents, requests, or changes are raised

It can be a bit cumbersome and timely to fill out tickets.

It is an easy platform to connect with the various service departments in my company. We have a large company with many departments so this software makes it easy to access the help I need.

Some of the organization of ticket numbers makes it hard to find previous tickets. Could be more consistent/have information displayed better in a more accessible way

We used it to speed up our IT ticket process. For example, instead of getting bogged down with emails, staff could log issues directly, and our team could respond faster.

It took some time for the team to learn how to set up the workflows properly.

Powerful platform known for its ability to streamline IT service management and automate business processes. It has a user-friendly interface that enhances productivity by allowing users to easily navigate and access features. Additionally, its customizable workflows and reporting tools provide valuable insights, enabling organizations to make data-driven decisions.

The platform can be overwhelming for new users, requiring significant training to fully leverage its capabilities. Implementation can be time-consuming and costly, which may not suit smaller organizations with limited budgets.

I liked that it integrated with the other systems we use like Salesforce and apparently Quick Base. Also, I liked seeing the tracking of comments made, updates to the ticket, questions, etc.. It provided a sequence of events and allowed for document attachment.

I had no real complaints; it worked as intended and is better than other "ticketing" tools that I have used.

Very easy to use. Can be utilised with low knowledge on the application but also offers in-depth features that really benefit your service.

Not all features are available with the base packages, you need to buy more and more to unlock the full service

Lots of feature that were pretty great.

The clunkiness of the product was discouraging. I wish the mobile app was worthwhile but it was very difficult to use.

ServiceNow is a very usefull tool in my everyday work. With ServiceNow I open and monitor tickets.

The UI experience is not so "modern". Maybe an upgrade is better

It has all you need for managing IT services, Tickets and incident management

License fees are high. Naturally to match the advanced features and good stability of the tool.

Vast product with so many helpfull features/

AI integration is still not the best. Also the whole UI could look better

It's great with IT Service Mgmt and a great communication tool

Pricing is quite high and learning curve steep

Ease of use for end user, email integrations, assigning tickets to person or team. Lots of integration and automation or selfservice options.

There is a learning curve in searching/filtering tickets for the ticket handlers or IT admins / service managers. But it's manageable. And end users don't see that side, for them the experience is very streamlined.

Scales effectively with business growth and allows significant customization to align with unique organizational needs.

The platform's broad capabilities can make it overwhelming for new users, requiring significant training and expertise.

The user-friendly interface and customizable workflows make it easy to use.

Integration with third-party applications can be challenging at times.

ITSM. Ticket management and dashboard.

UI not intuitive enough. Sometimes it's not easy to find the button

Useful software, attachments can be added. Once created, the tickets allow for more information to be added on it.

Unfriendly interface. It’s a bit slow sometimes.