ServiceNow has great set of feature and provides great customer experience

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