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)

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

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

The solution is used for the Incident, Problem, and Change modules. The CMDB module was also used for asset management. We evaluated the ITOM solution for integrating the cloud landscape. Since we had some budgetary issues, we did the first scan using the tool and later maintained it offline using the standard copy.

The product provides flexibility in managing and categorizing the incidents. The reporting features helped us understand the trends well. Integrations are very easy.

The pricing must be more flexible. The vendor could provide some modules with limited features for a lower price.

I have been using the solution for two years.

The tool was stable. I rate the stability a nine out of ten. We did not face any challenges or major downtimes.

The tool is highly scalable. I rate the scalability a nine out of ten. Many cross-functional teams in our organization used the product. We had more than 50 support personnel. The number of end users was quite high. The whole organization was in a self-service mode. We could create requests ourselves. It allowed us to streamline the IT processes and the request management system.

The technical support was good.

The initial setup is simple. The SaaS module is easier. We have deployed the product in a hybrid environment.

I will recommend the product to others. Overall, I rate the solution an eight out of ten.

Hybrid Cloud

Our clients' most common use case is integrating their IVR system with a robust ticketing solution. This allows for tracking customer complaints and requests. Typically, clients implement this solution to easily control and manage all customer tickets.

One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process.

One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities.

I have been using the product for a couple of months. 

The tool is very stable. The system can handle a large number of transactions and users, which often include your end users or customers. It can manage the amount of transactions it's processing. Typically, it's quite stable. Sometimes, issues arise with the portals, but that often relates to the development techniques used and how the portals are distributed. If you have many customers or lines of business, you should distribute the incoming traffic across several portals to enhance stability. But overall, it is stable.

The tool can handle many users and transactions without experiencing issues like system crashes due to bulk loads. The initial contract typically provides ample space, around four terabytes, for transactions, users, and document attachments. If more space is needed, it automatically expands to a certain point. In my entire career with ServiceNow, spanning about ten years, I haven't encountered any instance where a customer exceeded their allocated space to the extent that ServiceNow needed to charge them additionally. So, regarding scalability and the number of users it can support, it's not a problem.

The tool's customer support is excellent. They respond promptly to tickets, usually within the same day, sometimes within one to two hours, depending on the urgency. They provide support in multiple languages, including Spanish, English, and possibly Portuguese. They also closely track incidents, sending frequent emails to update ticket status and actions taken. Overall, their support is fast, responsive, and effective.

Positive

Setting up the ServiceNow Customer Service Management can be quite complex. It generally takes time because the platform is oriented towards large enterprises. Implementing it involves working with multiple teams and ensuring they agree on the processes you plan to manage. You must provide clear guidelines and facilitate team discussions to align the processes. Although the setup isn't quick, taking the necessary time for implementation can result in a fast return on investment.

The overall deployment can take three to five months, depending on the complexity of processes and customization. The deployment process for the ServiceNow Customer Service Management solution largely depends on how much customization you need. If you follow ServiceNow's recommendations, take the time to participate in workshops, and adapt your processes accordingly, the technical deployment can be straightforward and relatively easy.

However, the deployment can become complex if you need a lot of customization or don't invest time in reviewing and aligning your processes with the platform. Essentially, the more you stick to the standard recommendations, the smoother the deployment process.

If heavily customized, the solution can require extensive maintenance. The partner you hire to implement or customize it may not always follow best practices in ServiceNow development. As a result, maintaining these customizations can be complicated once the implementation is done. However, if you don't customize the solution, maintaining the platform is generally straightforward and not difficult.

When organizations adopt ServiceNow Customer Service Management, they often do so because they have costly processes, like managing customer communications or tracking product issues. Organizations can handle customer complaints, manage service requests, and address these challenges, leading to a better return on investment. You can track all incoming tickets efficiently and manage replacement orders more effectively. This reduces the costs associated with these tasks, providing a quick return on your business investment.

I rate the overall product a nine out of ten. 

The product does not cater to businesses of every scale and budget. A business I used to work for did provide entry-level offerings through a shared arrangement, which is not ServiceNow's preference, but it allowed small companies to explore the ServiceNow Customer Service Management platform.

I have been working with ServiceNow for two and a half years. 

The product is satisfyingly stable. Most of the customers of ServiceNow Customer Service Management for our organization were large-scale enterprises. 

It's a scalable solution. 

Our company is an elite partner, so we have a strong relationship with ServiceNow. Our organization has received excellent tech support for ServiceNow Customer Service Management. I would rate the tech support a seven out of ten. 

Neutral

I believe the initial setup is straightforward as there is no market entail highlighting the deployment process as difficult for the solution. Some large-scale transformation projects with the product can take two or three years. The average deployment span of ServiceNow Customer Service Management can be around two to four weeks. 

Some efforts are needed to maintain ServiceNow Customer Service Management. The product vendor takes care of the upgrades and management as part of the solution's maintenance. There are factors around optimization that are beyond the traditional offerings of ServiceNow Customer Service Management. One professional is enough to maintain the solution. 

There are many instances where the solution has been deployed in isolation of the desired business outcomes. Many customers in our company did not get an ROI from the product because of the aforementioned circumstances.

Our company reviews the deployment factors and fixes them based on the business factors so our customers can realize an ROI for ServiceNow Customer Service Management. Overall, the solution has a great ROI, which also depends on the quality of the solution partner. Clarity of the product, consultation and the client's own business understanding are other factors that influence the overall ROI. 

The product has a premium price. 

ServiceNow Customer Service Management is becoming more popular and the vendor is being looked upon as a competitor in the CRM sector. It's beneficial to have one ecosystem that can naturally be integrated across different functions. The products from ServiceNow are starting to scale horizontally and are building a huge reputation. 

Digitizing any workflow provides transparency, communication, connectivity, tracking, reporting, management adherence, and application of SLAs, all of those are the benefits that you get out of ServiceNow Customer Service Management.

Automation capabilities in the solution help the customers to focus more on their core business. Productivity, process governance, and risk reduction are other benefits of ServiceNow's automation. Human labor and interactions can be minimized with automation features from the vendor. Automation enhances response time and leverages plug-ins such as AI for optimization. 

ServiceNow Customer Service Management is considered a premium tool with top-notch offerings, and it's priced accordingly. Having substantial information about the product and the industry helps a potential customer or user identify trends, well-performing features and problematic areas with the solution. This knowledge helps a potential customer of ServiceNow Customer Service Management make effective decisions based on data. I would rate the solution an eight out of ten. 

I would advise others looking to adopt the solution to ensure that the product addresses the pain points and the business objectives before they purchase and deploy it. 

We use the solution as a government workflow solution.

The solution improves the workflow and business process automatically. The previous method was not as automated and efficient.

Workflow management is the most important feature.

The solution could improve its integration.

I have been using ServiceNow CSM for more than a year.

The solution’s scalability is excellent.

I rate the solution’s scalability a nine out of ten.

The initial setup is easy.

Public Cloud

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. 

Other