We use ServiceNow Customer Service Management as an ITSM application to manage incidents and change requests. An organization can use it to manage external customers. 

We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities. 

The product's AI feature should be improved. 

ServiceNow Customer Service Management makes sure that there is stability with two releases each year. Each release will have some hard fixes, patches, or new features. 

The tool is scalable, which is one of its best features. It is customizable. 

I have contacted the team when we needed quick fixes for issues on behalf of our customers. They have a direct helpline and a portal. You can use the helpline if you need immediate support. Else, you can use the customer portal to raise the issue. The team will respond based on priority. My experience is between good and excellent. 

You need to get a subscription for the tool's cloud access. Its implementation can take time since you need to map the business processes. 

I rate the product an eight out of ten. 

We use the product for incident, problem, release, and supplier management.

The tool's most valuable feature is the service portal. 

The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure. 

I have been working with the solution for 10 to 11 years. 

I rate the tool a nine out of ten. 

I rate ServiceNow Customer Service Management's scalability a nine out of ten. 

Support will be delayed if you opt for a lower package. However, support is great. 

I rate ServiceNow Customer Service Management's installation a seven out of ten. The upgrade process took one to two days to complete. The total deployment can take weeks to complete. 

I rate the tool's pricing a six out of ten. 

I rate ServiceNow Customer Service Management a seven out of ten. 

When it comes to ServiceNow Customer Service Management, my company deals with a lot of vendors. My company manages infrastructures, deployments, and different products from different vendors with the help of ServiceNow Customer Service Management. My company helps with the creation of use cases for our clients since ServiceNow does not provide help for the maintenance of the infrastructure. The maintenance of the solution is taken care of by a third party.

The most valuable feature of the solution is that it is easy to maintain records and cases, especially if you deal with multiple vendors and customers or if you are handling a B2B business model.

The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers.

Though our company prefers to implement the solution directly out of the box, we need better customization capabilities if there are some complex requirements from the customers.

I have been using ServiceNow Customer Service Management for the last three years. My company has a partnership with ServiceNow.

Stability-wise, I rate the solution a nine out of ten.

Scalability-wise, I rate the solution a nine out of ten.

More than 4,500 employees in my company use the solution.

The solution's technical support is fast whenever needed. I rate the support team a nine out of ten.

Positive

I rate the initial setup phase of the solution an eight on a scale of one to ten, where one means a difficult setup phase, and ten means an easy setup phase.

The setup phase of the solution was straightforward.

The solution is deployed on a private cloud from AWS.

The solution's deployment phase was done in six months.

A team of six people, including developers, architects, and business analysts, were required to deploy the solution.

Price-wise, I feel the product is okay.

I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive.

In my company, a different team looks after the maintenance phase of the solution.

Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good.

I recommend the solution to those who plan to use it.

I rate the overall solution a ten out of ten.