ServiceNow is great tool and easy to use, the customization is smooth

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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.

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

It helps us to keep our users out of email only mode so we can invite them to use the platform in order to identify the work, categories, plans and reports. Thanks to this solution we can quantify spending on IT resources because the hidden work is no longer tracked into non-reportable fashion.

Are you a current user of this product?

Yes