Avis clients sur ServiceNow Customer Service Management

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En savoir plus sur ServiceNow Customer Service Management

En savoir plus sur ServiceNow Customer Service Management

111 avis affichés

Jason P.
Jason P.
Application Analyst (É.-U.)
Utilisateur LinkedIn vérifié
Logiciels, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

ServiceNow A Great Piece of Software

5 il y a 2 ans

Commentaires : We use it to enter tickets for clients experiencing issues with our software. I use it on a daily basis to log these tickets and to keep records of issues that are clients experience.

Avantages :

This software is very easy to use and is extremely user-friendly. I love that it is very customizable and can be tailored to any buisness model.

Inconvénients :

There are times that it can be slow when trying to interact with some of the dashboards.

Ryan W.
Analyst Developer (Canada)
Télécommunications, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Complete Package

4 il y a 2 ans

Commentaires : We are using this ServiceNow CSM as our primary Customer Service tool and we are easily able to manage thousands of cases per day which we have found difficult when using other applications in the past.

Avantages :

The ServiceNow CSM modules offer a full suite of features for customer management. The product is easy to use and extremely flexible.

Inconvénients :

ServiceNow's easy of customization can also be its achilles heel. If managed improperly or over-customized it does not take long to make oob upgrade path unsustainable.

Colleen S.
Eccomerce Specialist (Mexique)
Cosmétiques, 51-200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Horrible customer experience

3 il y a 3 ans

Commentaires : My overall experience maybe a little clouded because I am using Service Now through a third party vendor who handles our IT (cognizant) and some of the missing features maybe due to this. I have been using Service now for almost a year to not only track minor IT issues (example requesting new monitors, issues with WIFI ect) but also updates and builds to our website and ERP System. Overall I would not recommend Service now for the later especially in large corporations across multiple subsidiaries as this doesn't give companies the tools accurately implement builds. Unfortunately due to the lack of tools in Service now (or how our vendor restricts these tools) our company had to resort to managing these builds outside service now and update once complete.
Rather you need a system like JIRA where users can easily assign issues for QA testing and allow anyone to reopen tickets.

Avantages :

-can search to find topics -can customize search for tickets and service request -can excel tickets and customize the information -if you developers access you can create reports -receive email confirmation and when tickets are updated -can uploads images and video

Inconvénients :

-when creating a service request the user cannot specify the name. First a request is created [sc_request] then automatically a requested Item is created [sc_req_item] with a default title which is extremely confusing -only the user who created Incidents can reopen Incidents -only the user who created Incidents can then link to previously closed incidents -if you don't have developer access you can only see the tickets you created and need other users to add you as a watcher to the ticket -Incidents cannot be changed into Service requests, and those changes can't be tracked. (example to change a Incident into a service request a Incident must be closed and Service request opened) -IT Portal view doesn't save views, views are only saved for that session

Utilisateur vérifié
R&D Support (Inde)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 501-1 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

A good ticketing tool with lot of options to develop

4 l’année dernière

Commentaires : The tool is good for any service based organization but needs to focus on some improvements because there are several ticketing tools available in the market with better options

Avantages :

It does have good platform to create knowledge articles and save it This can be easily adapted by any organization

Inconvénients :

Need to improve the UI Should have a Better tracking of the comments from the user and the agent

Stacey B.
Stacey B.
Systems Administrator (É.-U.)
Utilisateur LinkedIn vérifié
Enseignement supérieur, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Lot's of features, lot's of complexity.

4 il y a 3 ans

Commentaires : Works fine if you don't need to do much more than open tickets that are already assigned to you or work with tickets that are assigned to you. Assigning ticket to others in a large organization where you don't know the group they are part of is a struggle. I often know who a ticket should be routed to but our implementation requires specifying the team they are part of as well. Some people are on multiple teams. Searching really needs improvement for users that don't interact heavily with the system.

Avantages :

Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.

Inconvénients :

Complexity makes simple tasks difficult. Learning curve is steep. For example, performing simple searches is not possible. If I closed out a ticket recently, then I often need to look in the documentation to search for that specific ticket again. highly customizable views allow for tweaking to work with your use habits. Interface needs to be simplified and have common functions more accessible. It may partly be the way this organization has implemented and customized the interface, but it is still not user-friendly.

Sonia B.
IT operations (É.-U.)
Services et technologies de l'information, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

ServiceNow

5 il y a 5 mois

Commentaires : Overall a good and Wonderfull experience.

Avantages :

I have been using ServiceNow almost everyday for more than 2 years which is really user friendly. Initially It has been very easy to navigate and locate previous tickets on this software. I used ServiceNow as a ticking tool, where my team used to to review the ticket sent by the previous team and add remarks and validation as and when needed, it was a very nice tool to track the overall productivity of the team.

Inconvénients :

I did face starting doing the starting phase as navigating and learning the options took me some time. I would like to enhance more features such as feedbacks, larger vol of data can be saved and customer satisfaction feedbacks which would help the team validity and increase the overall performance.

Fabricio B.
Fabricio B.
CISCO TAC Engineer - Switching (Colombie)
Utilisateur LinkedIn vérifié
Télécommunications, 201-500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Very Good IT Comunication Tool

4 il y a 3 ans

Commentaires : The way that users report any failure on the devices in order to get this resolved faster was not the correct one. And we solved this with ServiceNow since their user can report quickly the issue that he is having and also there is a watchlist of available people that can take the case and provide support to the person that is having the issue. Also, there is a really good feature of the tool that makes them different from other solutions in the market.

Avantages :

- Is easy to use for developers and regular users. - There is a good option like the feature that allows you to add people to the watch list so they can check the progress of the status of a ticket even do they are not going to provide support.

Inconvénients :

- Updates are not good since they made some changes and in some cases impact the way data previously saved on the application. Also, they made some changes in the GUI and some times users complain are related to that there is no a particular option or they are not able to find it now after the upgrade.

Petar Š.
Petar Š.
Helpdesk Specialist Level 2 (Serbie)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 10 000+ employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Easy and productive CSM tool

4 il y a 3 ans

Commentaires : It makes it easy to track customer replies and action any update or development on time whilst allowing for easy SLA tracking and communication with the customers.

Avantages :

Plentiful options when creating your favourites and setting your filtered searches (which are very detailed and precise). Any search can be added to favourites and be easily accessible. User interface is easy to navigate and find the options you're looking for. It uses easy to follow logic and it is very user friendly.

Inconvénients :

This is most likely depending on the implementation process and data migration during the integration process, the update field is constantly moving to the next case/incident which makes it hard to track you work at times. Most likely adjustable during implementation process.

Balaji K.
Balaji K.
Software Engineer (É.-U.)
Utilisateur LinkedIn vérifié
Banque, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

ServiceNow Ticket Management Tool

5 il y a 2 ans

Commentaires : The experience has been fantastic so far. We have been able to resolve tickets that comes to us with a quicker turnaround time since it directly comes to our queue.

Avantages :

The best tool for ticket/incident management for a large enterprise organization. It can create and tickets delegating it to individual groups so that it can be look at promptly for resolution.

Inconvénients :

No there is nothing I dislike about this software as it has made my life easy for raising ticket against team and also receiving issues from my application users and provide faster resolution

Antonio A.
Antonio A.
ITSM Specialist (Venezuela)
Utilisateur LinkedIn vérifié
11-50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

CIS of ServiceNow

5 il y a 4 ans

Commentaires : Expand the uses of the ServiceNow Instances, initially oriented to the ITSM main process (Incident, Problem, Change, Asset, CMDB) to the Customer Support side,

Avantages :

You can integrate in the Customer Service Management Side, differents process like Case Management, Field Service, and inclusive Sales Force (Using a Plugin) in a single system of records. That gives you the oportunity to manage the main need from the CRM in order to give support of the needs of your clients using differents channels (Web Portal, Email, Chat, Phone, Mobile Apps).

Inconvénients :

In order to cover the need for a CRM solutions some customization may be completed, normally with plugins available into the ServiceNow Instance,

Rennie S.
Solution Architect (É.-U.)
1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : SoftwareAdvice

ServiceNow is premier and get better with every release

5 il y a 3 ans

Commentaires : Overall an excellent product.

Avantages :

Highly scalable and provides modular solutions for implementing service based best practices across the enterprise. Initially focused on ITIL it has expanded to include ITOM, ITSM, and ITBM functions. Out of the box solutions for other areas of the enterprise including HR, Security, Governance, Finance, and CSR. The platform itself allows development using standard web technologies and programming skills and they offer a vast documentation library and vibrant community of developers and users. Their support is top notch and they are always quick to respond.

Inconvénients :

Their pricing model is complex and unwieldy. It can be very hard to determine which features you actually have access to. Some of the features which seem like they should be part of the base product functionality are split into sub-modules at additional cost. This can give the impression that you are being nickeled and dimed for every little feature. Inquiring about instance capabilities of technical staff is always referred to your sales rep. Early adopters who did a lot of customization can find themselves in a lot technical debt prior to ServiceNow’s current guidance of best practices. Some of the earlier product design decisions have sometimes forced compromises to be implemented for product growth. This can create some ambiguous methods non-intuitive workarounds to be employed in development. Their documentation can be somewhat sparse on examples or use cases for particular API or feature specific applications. Finally, since the product can become the core of so many areas of the enterprise, it can require quite a large investment in support resources and it requires these resources to understand SaaS management differences vs traditional application support development.

Alex T.
Process Analyst (É.-U.)
Cabinets médicaux, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : SoftwareAdvice

Hyper-Functional Ticketing System

5 il y a 3 ans

Commentaires : Overall, this works as a great ticketing system. It also has some light task/project management functionality that we're only beginning to explore.

Avantages :

As customizable as you need. Our Supply Chain Contact Center uses ServiceNow as their ticketing system. They're able to capture the source of the ticket (email vs phone), responsible parties, root cause, category and sub-category of issue, comments, and more. It's phenomenal. They've begun to use it to assign tasks from their department to other departments. This is a huge boost to their reporting capabilities, as they can now get a truer picture of their ability to hit SLAs. Our Process Optimization team is ramping up to use this to track reporting and project requests. Another stellar feature is ServiceNow's document repository. We're able to store training or case documents within ServiceNow, and then, when a rep types in their comments, ServiceNow actually displays related training and case documentation at the bottom of the page so the rep can review related documentation and resolve their tickets more quickly.

Inconvénients :

While ServiceNow has been wonderful for our Supply Chain Contact Center, it hasn't worked as well for our Security team, but I believe this has to do with how they've customized it for their own uses. For instance, my department will open a ticket for a new hire to receive proper system access, and we put the new hire's start date in the original ticket. Well, the original ticket isn't what's actually assigned to the Security Analyst - a sub-task is assigned, and the new hire's start date doesn't copy down to that sub-task. Consequently, Security Analysts often have to reach out to us to get information we already put in the ticket. Again, I think this has to do with how the system has been customized for their use.

Brian C.
Sr. Health data analyst (É.-U.)
Cabinets médicaux, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : SoftwareAdvice

Great for assigning jobs and direct communication; dense UI missing common features

4 il y a 3 ans

Commentaires : Overall this is a fantastic product. It frees up developer resources by taking on administrative and organization responsibilities, connects end users with developers through a consistent interface with straightforward prompts that reduce communication errors and adhere to policies and prevents logjams and delays by implementing a normalizing the request and delivery process so task can be consistently assigned to the appropriate person based on workload, importance, resource needs, etc. The UI issues are irritating, but they do not reduce performance significantly, and they do not impede the product's superior performance with regards to the intended results.

Avantages :

All users work in the same interface, creating a pretty seamless pipeline between end users and departments that identify a need and the department and content manager responsible for the requestors need. ServiceNow handles most of the administrative duties, documentation, and organization for tasks/projects from step-by-step request submission, to manager approval, to task creation and delivery, ensuring timely communication and adherence to procedure, while freeing up development time.

Inconvénients :

Although the User Interface is straightforward for most tasks and consistent among all users, there are many rudimentary features that are either buggy or absent. For example, when a task is submitted, both a "request" and a "task" are assigned. They are identical and both must be filled out to close the job, but they do not interact with each other and one can be closed and the other open in the system. Similarly, there are no steps between completing and closing a task, but submitting a task as complete does nothing but refresh the page and change the "complete" option to "close." It doesn't not even populate the completion time.

Alejandro G.
Presales Manager ()
Logiciels, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : SoftwareAdvice

Service Now, the one that gathers them all

5 il y a 4 ans

Commentaires : We've been working along with servicenow for several years and we have more and more success digital transformations stories by building business improvement strategies upon the Servicenow Platform

Avantages :

ServiceNow is a Service Management Platform, ranked by Gartner just as the #1 in the global market of digital service management platforms. Easy to use, deep dive, almost boundaryless ServiceNow software integrates a strong and robust collaborative service management engine, that allows almost all kind of organizations, no matter the economic sector, to optimize and automate any business and IT service through a full function collaborative tool set, such as Asset Discovery, service catalog, business rules definition, SLA's and analytics easy-to-build dashboards, not to mention the application development capabilities which stands as the ServiceNow main differentiators.

Inconvénients :

As any technology solutions, there is and will be room for improvement, starting with more built-in integration capabilities in order to simplify more complex implementations.

Utilisateur vérifié
Business Systems Analyst (É.-U.)
Utilisateur LinkedIn vérifié
Jeux d’argent et casinos, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

"I Have Had Excellent Experience Using ServiceNow ITSM (Customer Service Management application)."

5 l’année dernière

Commentaires : ServiceNow ITSM has enabled the enterprise wide service management with effective tracking ability. The business users have end to end visibility into the incidents (INCs), requests (REQs), request items (RITMs), change requests (CHGs), Configuration items (CIs) etc. so that triaging of tickets becomes easier for both end users and help desk. Being Business Systems Analyst, I have had an opportunity to work closely with enterprise service desk to create configuration items (CIs) and publish knowledge base article (KBAs). Having ServiceNow ITSM implemented as service management system, I can easily make requests through the user-friendly cloud platform and view the updates of work being done against my requests.

Avantages :

I find this product user-friendly, tracking enabled and knowledge oriented. It's definitely better than other competing products in the market as it enforces standard ITIL practices.

Inconvénients :

I have not had such experience to dislike this product. being ITIL certified Analyst, I deem this product very appropriate to follow standard service management practices.

Arpan S.
Technical Support Consultant (É.-U.)
Hôpitaux et soins de santé, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A powerful CRM containing tons of features.

5 il y a 4 ans

Avantages :

- Highly customizable, extendable, and flexible according to one's needs. - Constantly evolving and improving with two new releases per year. - Contains everything which a CRM should have!

Inconvénients :

- Contains synchronous JavaScript requests which causes web pages to get stuck, disabling any actions on the webpage while the request is active. Sometimes, a page needs to be reloaded to make it work again. - Many features (for instance: Reporting) require training first before a user can start using them. This process can be cumbersome for an average user if training resources are not available. - Expensive as compared to other CRMs (for e.g. SalesForce).

Ankur B.
Developer (Inde)
Logiciels, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : SoftwareAdvice

Overall Good SaaS & PaaS tool to handle ITSM processes

4 il y a 3 ans

Avantages :

1) Covers most of the ITSM process required in an organization 2) Platform allows development using latest web technologies and supports integration with 3rd party apps 3) ServiceNow Customer Support team is very much good at resolving any issues/tickets 4) Good application as SaaS and PaaS 5) Allows customizations to out of box script components and enhancements

Inconvénients :

1) Cost could be one factor which they need to improve upon 2) Upgrade activity requires lot of efforts 3) Sometimes the code/script may break while it was working earlier well 4) Requires good training to be given to non-technical staff for proper use of tool

Pratik M.
DevOps Engineer (Inde)
Logiciels, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : SoftwareAdvice

An awesome saas and paas application

5 il y a 3 ans

Commentaires : It’s an very demanding cloud platform. They also offers you to provide various commercial scope application platform as well.

Avantages :

1) An awesome application as Saas and Paas as well, Good inerface, user friendly and easy to use. 2) Due to backend code in jaava and JavaScript it is very flexible. 3) Cloude data and services is simply awesome. 4) The best thing is its also supports to integrate autoCAD as well.

Inconvénients :

1) To implement discovery tool for automatic cmdb population have some hogh cost concern. 2) When you using a UI action which has script inside it freezes the screen. 3) Upgrade to an instance will become quite hectic.

Utilisateur vérifié
Customer Support Engineer at Cisco TAC (É.-U.)
Utilisateur LinkedIn vérifié
Externalisation/délocalisation, 501-1 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Great Tool for HelpDesk Services

4 il y a 3 ans

Commentaires : ServiceNow was a huge asset for deploying our first formal Support Service Design.
The ease of use and default templates, got us up and running in with no issues. Great Experience overall.

Avantages :

Out of the box, Service Now comes with configuration templates to get you started on your HelpDesk service deployment. From there, you can start tweaking the tool to match your company needs. This was very helpful to us since we were deploying a ticketing tool for the first time. The deployment process was a breeze, intuitive and we didn´t find any major roadblocks whatsoever. From the user side, is very easy to use, great compatibility with any browser (since is web based), and the amount of tools for reporting are amazing. We are able to benchmark and tweak our Support Service and keep track of our KPI metrics very easily.

Inconvénients :

It can be somewhat overpriced. Other than that, no issue whatsoever.

Utilisateur vérifié
Network Administrator (É.-U.)
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

It's a great ticket system

5 il y a 4 ans

Commentaires : Time table of incidents and reports of common every day problems .

Avantages :

Very easy to create tickets and can be customized to work with your environment. User inventory can easily be populated to all of your company assets. User field can be populated automatically to bring up a user name and profile information.

Inconvénients :

Ticket system should automatically be saved. I wished there was a way to duplicate a ticket to a new ticket number for items not resolved. Instead of re-opening a ticket. Your ticket search buttons should be easier to search, I have gotten lost several times searching for tickets.

Nikhil P.
Senior Developer (Inde)
Services et technologies de l'information, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Perfect ticket management tool

4 il y a 2 ans

Commentaires : We are using the tool to manage the Incidents and services Requests so that end customers can seamlessly access the tool.

Avantages :

1) Great User Interface 2) Easy to create and clone the tickets, cloning tickets saves a lot time. 3) Auto triggered Email notifications for SLA dues 4) Customized dashboards for each user 5) Reports - helps to back trace the tickets and data.

Inconvénients :

While using one will face a little delay in loading a page. While working with dependant picklists, it takes some time to load the values of the field.

Carl H.
Business Process Analyst (É.-U.)
Équipements publics, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : SoftwareAdvice

ServiceNow does the job, and does it pretty well

4 il y a 3 ans

Avantages :

ServiceNow does make it simple to assign requests, track workflows and any changes to the request. It makes it easy to communicate and resolve issues. Also makes it simple to manage your own workflow and tasks.

Inconvénients :

One thing about ServiceNow is that it can be more trouble than it's worth to track every ticket. Some requests simply aren't worth the time it takes to fully utilize the system. ServiceNow also does not have a great dashboard or summary of data. You can get there, but it's not as neat as it could be.

Utilisateur vérifié
Helpdesk (É.-U.)
Utilisateur LinkedIn vérifié
Produits alimentaires, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great for IT Technicians

5 il y a 2 ans

Commentaires : Use this software from the in my shift from 8am - 5pm. This is my main tool to perform my job and have had hardly any issues with it. Very user friendly.

Avantages :

Easily able to manage tickets placed by the customer. awesome search capabilities when looking for something specific about a customer. Able to tracks assets, user information. The ability to customize the UI for your needs

Inconvénients :

The software can be a bit slow. The mobile version of the application is a bit slow as well, not sure if this is due to how our organization has it setup.

Utilisateur vérifié
Associate Software Engineer (Inde)
Utilisateur LinkedIn vérifié
201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Best in response the good thing i love in the service now is they respond very fast for quiries

5 il y a 4 ans

Avantages :

The service now has very large tools whose main functionality is to make customer happy. They respond to our queries very fast and they make help of the different dashboards to perform their service we are using this for our ticket management here we can generate our different type response type like pdf,word etc their service is extraordinary and i love to work on this a lot

Inconvénients :

There is nothing specifically least in this. Everything is cool and good. We are looking for some new version

Dimitar M.
Technical Support Analyst (Bulgarie)
Utilisateur LinkedIn vérifié
Services financiers, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

My experience with ServiceNow

4 il y a 3 ans

Commentaires : I've been using SNOW for over 2 years now. It is amazing tool, with so many options. However I hear from the management that is very pricy to add multiple components and this limits the usability of the tools it have.

Avantages :

Amazing variability of options. Very easy to track tickets and create useful dashboards. Reports that can show almost anything Self-service section

Inconvénients :

Very Pricy Sometimes when opening few windows after you save a ticket it takes you to a "strange place. Gets slow sometimes due to it's large DB.