ServiceNow Review

PROS: I used 3 different types of ticketing system but ServiceNow has one of the best interfaces that I’ve ever used. The other tools take even months to read up on instructions, learning to use the report and finding what you are searching for. This tool takes only a week working in order to understand how to add tickets and requests, pulling up time cards and reports. I find it easy to work with.

CONS: The templates are hard to use because they have lot of fields to select from and it is difficult to enter from scratch. And it is difficult to manually enter Categories and items. Also, creating incident is time-consuming if you look for specific category.

PROS: With ServiceNow there is no need for using lot of app because it provides multi-channel access and web view. The tool is easy to use and you can even use its own mobile app so you can send new incident. It has good services and integration methods, and MuleSoft connector is great for rapid integrations. The web interface has clean and intuitive look and feel SaaS app so you don’t have to use standalone app. The process of identifying Configurable Instances and searching against assets is extremely useful.

CONS: The automatically generated ticket number is not send to everyone on original DL and this means that only the originator of incident request gets the ticket number. It would be great if apporval emails include ticket details instead of reading it into the system because it requires internet connection. And they could include some 3rd party apps so they can make the system even more useful.

PROS: ServiceNow is easy to use and user-friendly solution that can be used even by those who do not have IT skills. It allows you to create incident and updates easily. It is made for ITIL bases. Also, we are able to add the users to watch the tickets so we can track critical issues. I like that it sends the email to the users so they can continue interact through emails.

CONS: It would be helpful if they could make guide for users when they open a ticket by themselves. And what I don’t like is that I cannot easily fild old-closed tickets.

PROS: The tool is easy to customize and integrates well with other systems, I used other tools for ticket management but this one allows me to add a filed to the form/database, the customization of form has never been easier. I also managed to integrate ServiceNow with other 25 different tools and the process as well integrations work perfectly.

CONS: The one thing that I don’t like are the reporting capabilities of this platform. The “Performance Analytics” is complex system and requires separate licensing, it would be great if they could allow customization via JavaScript.

PROS: ServiceNow provides efficient service management over the lifecycle of an incident. Starting from automatically engaging on-call team for priority incident to generating problem from the incident that becomes a Change. The IT can pass the work between tams and gather information they need and analyze th results so they can increase the customer satisfaction.

CONS: They could add some fundamental options for managing knowledge, because knowledge is one ITIL service that touches other services but ServiceNow doesn’t facilitate this in an intutive way.

PROS: I like that this tool is cloud based and exposes various webservices for support teams. It provides self service portals for end-users. It is a flexible tool and it allows you to use it for various types of services ranging from end-user inquiry to organization-change control procedures. The other thing that I like is the fact that provides real-time reports that shows current dashboard.

CONS: It takes time to add new field to request form, and I don’t know if there is a possibility to do data migration of service requests from other system.

PROS: The tool comes with Workbench app that allow you to click and drag data and model management. I like its Data Cleansing feature because normalizes source data issues for vendor, cost center, account, location and etc. The data integration (CMDB, Asset, Incidents) create cost allocation metrics and these are extremely easy to set up. With PPM integration you can easily project costs and giving total cost in a single view. Also, it offers multiple models that allow modeling and strategic decision support analysis.

CONS: They could improve the reports but it is easy to create custom reports and dashboards within this product. When it comes to updating cost hierarchy it requires some effort in order to make it through the model.