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User review of ServiceNow

ServiceNow has great set of feature and provides great customer experience

- by Travis

USER SATISFACTION

RECOMMENDATION
6 out of 7
Very likely
COST EFFICENCY
6out of 7
Very good
OVERALL IMPRESSION
4out of 5
very good
EASE OF USE
4out of 5
very good
CUSTOMER SUPPORT
4out of 5
very good

PROS & CONS

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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.

What specific problems in your company were solved by this product?

It helps us to provide great service and to increase customer satisfaction and managing performance and targeted improvement. Also, it helps us with problem managing especially when dealing with trends instead of focusing on symptoms.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I advised the company to purchase it

How long have you been using this product?

Less than 1 month

COMPANY DETAILS

What is your company size?

More than 100 Employees

What is your industry?

Information Technology and Services

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

no

How many people in your company actively use this product?

all employees

PRICING & COSTS

How long is your contract with the vendor?

1 year

FEATURE DETAILS

No information provided by the reviewer.

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