We utilize it as a ticketing tool for the customer support team. It helps us manage digital workflow and possible incident alerts.
External reviews
50 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Provides stable management of digital workflow with good scalability capabilities
What is our primary use case?
What is most valuable?
Many features are valuable. It allows us to filter the data, create graphs, and get detailed reports.
What needs improvement?
The pricing structure could be more budget-friendly.
For how long have I used the solution?
I have been using it for two years.
What do I think about the stability of the solution?
The solution is stable.
What do I think about the scalability of the solution?
It provides scalability.
How are customer service and support?
They provide good support for their customers.
How was the initial setup?
The initial setup was straightforward.
What about the implementation team?
The deployment process was executed quickly and easily, including setup and repair testing. It was done in a few hours by our technical team. We implemented our real-time data analytics application into the system, ran a test and after it created alerts, we passed on the alert reports to the designated team for evaluation.
What was our ROI?
We have seen a positive return on investment. The solution is worth the value for the pricing.
What's my experience with pricing, setup cost, and licensing?
It is fairly expensive.
What other advice do I have?
I am satisfied with the solution. I would rate it nine out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Streamlining workflow and comprehensive service catalog for enhanced efficiency
What is our primary use case?
We use it for incident management and service requests.
How has it helped my organization?
It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform. It enables faster communication and turnaround time between the parties, which was previously challenging through phone conversations. The requester can check with the online representative and capture relevant information in the email for seamless communication and documentation.
What is most valuable?
Its service level management and comprehensive service catalog are very beneficial. The solution focuses on utilizing a clear network to document the service request item catalog, allowing for efficient capture of requests and prompt response. This feature improves customer experience by providing a user-friendly platform.
What needs improvement?
I would like to see further integration of the automation workflow with robotic process automation that would streamline processes and improve productivity.
For how long have I used the solution?
I have been working with it for ten years.
What do I think about the stability of the solution?
The platform is developed specifically for IT service management and offers a range of enhanced features. I would rate it seven out of ten.
What do I think about the scalability of the solution?
The scaling abilities of the solution are good. They are influenced by commercial factors and the efficiency of quickly reaching agreements for extending the platform's functionality. I would rate it six out of ten.
How are customer service and support?
I am satisfied with the customer support and service provided.
How would you rate customer service and support?
Positive
How was the initial setup?
The initial setup was not that complex. The main challenge in setting up the solution lies in the implementation process. There are many difficulties in adapting the workflow and approvals to align with ServiceNow's functionalities. Customer preferences and the need for customization may result in complicating the process further. Having a thorough understanding of the system is crucial for efficiently configuring the platform to meet customer requirements. I would rate it seven out of ten.
What about the implementation team?
The deployment was divided into phases. The duration of one was a month and a half, and the other one was about six months. The entire deployment process took around two years by a team of approximately ten to fifteen people, including the implementers and the users.
What's my experience with pricing, setup cost, and licensing?
It is not a cheap solution. I would say it is moderately expensive, ranging from six to seven on a scale of ten.
What other advice do I have?
It is important to adopt the designed process for the platform rather than customizing or slowing down the platform to fit existing processes. That enables the utilization of the features effectively, including the ability to rate and provide feedback on the sweepstakes. Failure to adopt the designed process may result in difficulties with future upgrades and enhancements. Overall, I would rate it eight out of ten.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Best incident management tool ever
What do you like best about the product?
The level of customisation is awesome and UI is very intriguing. I use this everyday to manage and get reports assigned or resolved by my team. I use this too to request new software in our company.we can practically integrate this tool with any other tools.
What do you dislike about the product?
The customisation comes with too many hurdles and we need to do more work to achieve. The cost of the tool is too high and there are few cheap alternatives also.We have low control on few of the algorithms used in this tool.
What problems is the product solving and how is that benefiting you?
This tool is amazing to organise, prioritise and allocate incidents to individual people.We use this tool to keep a track of our daily work orders and we use this too to keep as a software order request.
Has good flexibility, we can modify it to do what we need it to do
What is our primary use case?
We use ServiceNow for configuration management. We're currently setting up the CMDB as well as the help desk.
What is most valuable?
Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do.
What needs improvement?
The biggest complaint I have is that the ServiceNow search engine is not very robust. The term has to be typed correctly. It has to be exact. For example, if you misspelled a term in Google, it will give you suggestions indicating that this is what you may have been looking for. ServiceNow does not do that. I would like to see something like that. It would make it a lot better and a lot easier to use.
For how long have I used the solution?
I've been using ServiceNow in total for about four years.
What do I think about the stability of the solution?
The solution has not gone down yet.
What do I think about the scalability of the solution?
So far, the scalability has been very good. We have not run into anything that we can't do yet.
What about the implementation team?
We hired a company to do the initial deployment.
What other advice do I have?
My advice would be to have a good plan to start with. There's a lot you can do with ServiceNow. Therefore, plan out what you want to do, and then you can always revise your plan. Don't go in there blind, but know what it can do.
On a scale from one to ten, I would rate ServiceNow at eight. I'm very satisfied with it, but there's always room for improvement.
The workspace feature helps us manage multiple projects, but it's not as user-friendly as some solutions
What is our primary use case?
I work in the compliance department at my company, and we use ServiceNow to manage our team members' tasks.
How has it helped my organization?
ServiceNow helps us deliver projects on schedule. When we start a new project, we share the deadlines with the various team members, and they perform their assigned tasks.
What is most valuable?
I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows.
What needs improvement?
We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards.
For how long have I used the solution?
I have used ServiceNow for a month and a half.
What do I think about the stability of the solution?
I rate ServiceNow nine out of 10 for stability. We haven't had any downtime except for platform maintenance and upgrades.
What do I think about the scalability of the solution?
I rate ServiceNow 10 out of 10 for scalability. ServiceNow is a highly scalable platform that can work for large enterprise. We have around 1,000 employees, and we use it heavily. Scalability is never an issue.
Which solution did I use previously and why did I switch?
We previously used Jira and Monday. Monday is user-friendly and interactive. It's more appropriate for beginners. ServiceNow is better for professional teams who have some knowledge and experience. Monday is accessible and intuitive. It's easy to create dashboards,
How was the initial setup?
I wasn't part of the deployment, but I believe it was straightforward because ServiceNow is a cloud-based application. The initial planning took about three months, but the deployment only took one or two weeks.
What's my experience with pricing, setup cost, and licensing?
I rate ServiceNow eight out of 10. It's too expensive.
Which other solutions did I evaluate?
We're currently considering Microsoft's SharePoint portal.
What other advice do I have?
I rate ServiceNow seven out of 10. ServiceNow is better than competing solutions we've used like Jira and Monday.com, and they're working hard to improve organizational processes. They're doing a great job. I would recommend them. Their technical support and deployment team are better than the solution itself. They understand how to refine processes to help you perform better.
Scalable solution with an efficient code engine
What is our primary use case?
We use the solution to manage a suite of applications.
What is most valuable?
The solution has an efficient code engine. It helps implement the workflows very well.
What needs improvement?
The solution's stability and pricing need improvement.
For how long have I used the solution?
We have been using the solution for eight years.
What do I think about the stability of the solution?
It is a stable solution, and I rate its stability a seven. Although, the troubleshooting functions are complicated to use.
What do I think about the scalability of the solution?
It is a scalable solution. I rate its scalability as an eight out of ten.
How was the initial setup?
The solution's initial setup process is easy. The time taken depends on the volume of code.
What's my experience with pricing, setup cost, and licensing?
The solution is expensive. I rate its pricing a seven.
What other advice do I have?
It is a good tool; I rate it a nine out of ten. I advise others to ensure that it fits their business use cases.
Servicenow Store Review
What do you like best about the product?
ServiceNow stores is the one stop place for the Apps that takes the servicenow ticketing experience to next level. It has more no of free apps to enhance our experiences.
What do you dislike about the product?
Not much,please encourage the developers to make more innovative solutions and application in the enterprise level for enhancing services.
What problems is the product solving and how is that benefiting you?
We have installed couple of apps into our IT enterprise implementation for better process and efficient usage. That turns out to be really helpful. I also personally worked on developing a application that resolves the real problem and we have published into the servicenow store
Servicenow Store - A user friendly store Review
What do you like best about the product?
1. Simple and Elegant UI.
2. User-friendly Application.
3. Provides multiple solutions in a single place.
4. Pool of applications.
5. Optimal filters for advanced search.
2. User-friendly Application.
3. Provides multiple solutions in a single place.
4. Pool of applications.
5. Optimal filters for advanced search.
What do you dislike about the product?
NO dislikes for ServiceNow store so far. It needs some amount of patience for the work of research to get the most suitable and optimal applications that you are looking for.
What problems is the product solving and how is that benefiting you?
It allows finding the solution for almost any solution using ServiceNow. There are a lot of paid/ free applications that any organization can make use of profitably.
Servicenow Review
What do you like best about the product?
The best part of the ServiceNow store is they are having the best applications available in the market among their competitors and the store is updating daily with the new applications as well as with the updates to the existing applications.
What do you dislike about the product?
Some of the applications still need some updates that can make them better. I have used an application for a robust transform map which can be used only for CMDB tables, which could have been better if we can use it for all the tables.
What problems is the product solving and how is that benefiting you?
Some of the functionalities can easily be solved using the application in store. I have tried a store app for robust transform map and it worked well and it eased my work.
User Friendly Tool
What do you like best about the product?
Ease of Use.It is easy to use even when you are using it for the first time.
What do you dislike about the product?
Color scheme,it is not at all attractive for an excellent UI experience.
What problems is the product solving and how is that benefiting you?
Incident Management
showing 31 - 40