Bynet ServiceNow CSM

The use cases for ServiceNow Customer Service Management  were mainly for integration purposes, mid-server installations, and playbook configurations.

I utilize ServiceNow Customer Service Management 's automation for service requests by using integration hub, APIs, and third-party connectors.

Resolution speed has immensely improved because of ServiceNow Customer Service Management, especially the actionable insights, IT performances, and incident trends. Overall service health has improved in terms of the incident and response ratio.

The benefits of having automation in place are that it has automated the process and most items are auto-populated within the services. Most of the time, there are pre-installed solutions where consumers can navigate before dealing with the developer side.

The self-service portal has helped in creating and maintaining reports and dashboards with key metrics, and the resolution time and customer satisfaction have improved.

Automated root cause analysis has improved for us, leveraging basic machine learning and identifying basic issues, reducing resolution times, and enhancing operational efficiencies.

The most beneficial aspect of ServiceNow Customer Service Management is its portal enhancement. Users can perform all kinds of configurations, and it is very easy to use for the consumer. The problem is sorted out when there are many options and solutions to be aware of.

ServiceNow Customer Service Management is a module that supports customer-specific requirements. Users can change the forms and data fields, and create and maintain reports and dashboards with key metrics.

There should be many more automations and customizations available in ServiceNow Customer Service Management to help both users and developers, including quality testers.

Many integrations are needed currently. Sometimes that helps in terms of scripting if workflows are not needed. There should be an integration of workflows and less scripting to enhance and move the flow more efficiently.

In terms of the initial setup of ServiceNow Customer Service Management, the complexity of scripting is challenging. Sometimes, extensive scripting is required and many checks have to be made to add basic functionality.

I have been using ServiceNow Customer Service Management for approximately three years.

I have handled the deployment of ServiceNow Customer Service Management myself and also used third parties including partners, consultants, and integrators for the initial deployment. Most deployments were done through third parties with assistance from managers and other developers.

I cannot provide specific information regarding measurable benefits from working with ServiceNow Customer Service Management in terms of time saving, resource saving, efficiency improvements, or return on investment.

I did not purchase ServiceNow Customer Service Management as it was assigned to me with a fully loaded version. All purchases were made prior to my involvement.

ServiceNow Customer Service Management and portal solutions are separate, with each having their own advantages and disadvantages. Both functionalities serve different purposes. Portal is a self-sufficient, one-way window, while ServiceNow Customer Service Management helps navigate consumers.

I work as a ServiceNow  developer with modules including ITAM  and ITSM . I have integrated AWS , Jira , Salesforce  Slack, and handle portal design. I track metrics and efficiency improvements from incident management workflows by navigating through key metrics shown within the dashboard graphs and performance indicators. I would recommend more automation improvements in ServiceNow Customer Service Management. I am working with a cloud-based version of ServiceNow Customer Service Management. On a scale of 1-10, I rate ServiceNow Customer Service Management an 8.

Public Cloud

Amazon Web Services  (AWS)

I have reviewed ServiceNow Customer Service Management  as a tech advisor. I have not worked on it directly.

ServiceNow Customer Service Management  integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window. It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent. It helps to create a shared services organization, reducing the operational complexity and facilitating a more unified service delivery. It consolidates all service desks under one umbrella, enhancing efficiency.

The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions.

I have reviewed it over the last two years because it's an upcoming solution.

It is a stable solution. I would rate it as eight or nine out of ten.

It is scalable, scoring an eight or nine. However, scalability can lead to performance issues.

You need an intermediate partner to support ServiceNow . It is better because partners have a deep understanding of the code and configuration challenges. I rate the technical support as six out of ten.

Neutral

Templatized rollouts would be very useful for ServiceNow Customer Service Management because you are working on centralized customer data across all channels. Simplifying processing and streamlining manual tasks would make the process more consistent.

As mentioned, it helps in creating shared services and brings efficiency, though I may not have the metrics in terms of specific savings or benefits in dollar terms.

It is a powerful tool. Large enterprises should experiment with it, while medium enterprises should consider alternative solutions. I would rate the overall solution as seven out of ten.

Public Cloud

Other

There are two different modules that are actually interconnected: ITSM  in the back end and CSM in the front end. The advantage of using ServiceNow Customer Service Management  is that I do not need to expose all ITSM  data to the customer, as the customer is not concerned about the technical backend. For example, if there are network-related issues, the customer just wants to ensure their ticket is resolved within the given SLA. ServiceNow Customer Service Management  allows me to provide customers with the data they need while maintaining backend ITSM processes.

The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes. It is very easy to configure based on customer needs and can be customized with minimal coding. It is a low-code, no-code solution, meaning I do not need to do extensive programming. Recent advancements include AI features that automatically guide functionality. The system helps implementers and developers by suggesting necessary code modifications based on specific needs.

While ServiceNow Customer Service Management has many advantages, there are some cons. If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades. For example, when upgrading to a newer version, the system may introduce a feature already customized, necessitating inactivation of previous update sets. This need for careful management of customizations during upgrades can be seen as a downside.

I have been using ServiceNow  for more than six years, specifically focusing on CSM and ITSM.

Regarding the configuration or the customization, it is straightforward. Since it is a no-code, low-code solution, it is very handy for developers. It is not that complex.

I would rate the scalability of the product as nine out of ten, indicating it is very scalable.

Tech support has not been approached much.

Positive

I have switched from using Tableau , Power BI, or other BI tools to using ServiceNow Customer Service Management.

We are a gold partner and a premium partner with ServiceNow , providing services to our end customers. I work as part of the implementation team, developing and implementing functionalities within ServiceNow Customer Service Management.

ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.

Regarding the overall solution, I would rate it eight out of ten.

Private Cloud

Other

The primary use case involves creating a lot of workflows related to environment management and services, which are used by customers to enhance their customer service. This involves activities such as managing camping events and obtaining permissions for events in national parks. We designed and automated these workflows using ServiceNow Customer Service Management .

ServiceNow Customer Service Management  offers valuable features such as workflow management, an approval cycle, and integration with a payment gateway, which allows for payments to be made using the system. The application engine is useful for modifications that are not native in the system. Additionally, there are integrations with governmental services, which are beneficial for our requirements.

Connectivity with AI tools could be improved to facilitate easier orchestration and management. There should be a district address addition to ensure there is auditing for configuration changes, as it is important to follow practical rules and best practices to avoid misconfigurations caused by different developers doing things their own way. We need a recommendation and auditing system.

I have been working with ServiceNow Customer Service Management for around eight months.

During deployment, we faced challenges like upgrading from an on-premises version, as there were multiple ways to achieve the same tasks, which created challenges. Clear guidelines are needed to standardize these processes.

ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7. Except for one issue during an integration, we have not experienced any crashes or outages.

The solution is scalable and offers high scalability as new features are added regularly. It supports the addition of many workflows or activities, making it suitable for various business needs.

The initial setup of ServiceNow Customer Service Management was easy and straightforward, although there are many ways to set it up. I would rate it a seven out of ten for ease of setup.

First, we gathered requirements from the customer, designed the BRD documents, and obtained customer approval before installation. We selected appropriate tools and configurations for the system, ensuring it meets specific needs.

ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year. While suitable for enterprises and medium-sized clients, it may be cost-prohibitive for smaller businesses.

I would rate ServiceNow Customer Service Management a seven out of ten overall. I recommend it to others, but with a caution regarding the price. Customers should ensure that configurations follow best practices to prevent issues.

On-premises

I am working on incident management, service management, and change management. We work on SLAs and handle service requests, change requests, and incident management. These are the main areas I am working on at the moment.

The most valuable features are incident management and change management. These features are extensively used by businesses to tackle regular issues. This tool helps to track issues businesses face regularly. If an end user faces an inventory-related issue, they raise a ticket that comes to our incident management tool for ServiceNow Customer Service Management . We work to resolve that issue, allowing businesses to operate smoothly. It also helps to track our past performance, like how many tickets we resolved, and it shows how the business profits from uninterrupted operations. Change requests are vital if there is a business requirement change; they are used for tracking and reporting purposes, showcasing how change requests have been used to keep businesses running smoothly.

Sometimes ServiceNow Customer Service Management  lags, meaning the speed is low or there is a delay in operations. These are the areas needing improvement.

I have been working for more than two years, and in the past, I also worked for a year in 2020, totaling three years of experience.

We start by determining what kind of tools we need in ServiceNow Customer Service Management, like service management, change management, or ticketing and incident management. We assess the volume of incidents or change management we will be managing and the volume of end users. Then we decide on the deployment model, either cloud or on-premises, and proceed to implement the tool.

The solution operates well, but there are limitations on customization. Sometimes there is a delay in operations. Overall, it is very stable aside from these issues.

Scalability is very important as it helps businesses run smoothly. If challenges are resolved efficiently with tools like ServiceNow Customer Service Management, it significantly impacts business operations.

The technical support is good, but there are very few people who understand the technicalities and background configurations. More technical people should be available.

Neutral

I used different tools before, including HP Ticket Services. The lag issue is more pronounced in other tools compared to ServiceNow Customer Service Management, which led me to switch.

I rate the initial setup as 8.5. There are some lags in ServiceNow Customer Service Management, which is why I deducted 1.5 points. Otherwise, it works very well.

We needed about three to four people for the deployment. Now, one to two people can handle the maintenance.

The tool is very useful as it helps us run businesses smoothly. Without such tools, the business would be affected by five to ten percent in annual revenue. It provides substantial value.

The pricing is around a seven, making it rather expensive. However, even with the cost, it is justified because it significantly aids business operations.

I did not evaluate other options before choosing ServiceNow Customer Service Management. I have worked on different tools and based on reviews from my peers in similar industries, I decided to go with ServiceNow Customer Service Management.

Before using ServiceNow Customer Service Management, I used different tools, and based on the feedback from colleagues in similar industries, I switched to ServiceNow Customer Service Management. I would rate the overall solution as 8 out of 10.

On-premises