ServiceNow Review

Trend reporting helps us focus on issues that come up, but better workflow would help


What is our primary use case?

We use ServiceNow mostly for our IT ticketing business. Recently we set up the Request portion of ServiceNow and we're using it as well.

How has it helped my organization?

It enables us to interact with our end users and helps us resolve whatever incident they might be having. We get incident reports and it helps us get set up with trends so that we'll get resolutions to those incidents.

What is most valuable?

I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving, the types of incidents that come in.

It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide.

What needs improvement?

I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them.

Also, if there was a feature that enabled us to interact with end users directly within ServiceNow, like an instant-messaging type of feature, that would be great. 

Another nice feature would be a way to easily to assign tickets and incidents to the techs who will be working on them. That could be better. Other than that, the system seems to be working just fine.

For how long have I used the solution?

Three to five years.

What do I think about the stability of the solution?

We've had no issues with the stability of the solution.

What do I think about the scalability of the solution?

We are okay with the scalability.

How is customer service and technical support?

I would rate technical support at seven or eight out of ten. They are pretty much on time. They're willing to help.

Which solutions did we use previously?

When I started with the company, we outsourced our issues. When we brought IT in-house, ServiceNow was the first system we used.

How was the initial setup?

The setup was straightforward, easily understandable with the training we did. There might have been some kinks but everything was worked out in due time. It was fine.

Which other solutions did I evaluate?

There were a few other options we evaluated but I don't remember the specific product names.

What other advice do I have?

Learn anything you need to know direclty from ServiceNow. It's a good product. I can't really knock it. Go ahead and give it a try. As long as it fits your environment, I think it's a fine product.

I would rate ServiceNow at seven out of ten. I would like to see a little more automation. It may just be the type of license we have which doesn't give us full automation, but that would be one of the things that I would like in ServiceNow. That would make things easier for both the techs and the end users. In addition, I would like to see a better workflow setup within ServiceNow.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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