Opiniones de ServiceNow

Es estupendo ver lo fácilmente escalable que puede llegar a ser y que de primeras tenga todas las funcionalidades que uno necesita.Puedes hacer seguimiento de todas las tareas incluso ver el porcentaje de realización de las mismas, eso está guay

La generación de informes la veo un tanto floja así como la interfaz gráfica, mejorarla para modificar la gestión de recursos de manera más gráfica como se puede encontrar en otro tipo de software al uso.

Loved Service Now! This made managing our help desk easy and our tech were able to work efficiently and effectively. The interface is VERY easy to read and user friendly. The application has so many different functionalities like: Knowledge base, Equipment tracking, RMA, chat, etc. I even enjoyed the Mobile App!

I wish there were different/more theme colors you could customize/choose from. Also the mobile app was complicated setting up.

Easy incident or issue escalation. You are able to assign issues to individuals or to teams. This functionality was quite valuable.

Not intuitive for everyday use. As an IT professional, my team and I found it very difficult to use. Imagine being an everyday user that has to use this tool.

ITSM. Ticket management and dashboard.

UI not intuitive enough. Sometimes it's not easy to find the button

Tool is very in demand and resources do not need much training. Easy to setup as many companies offer the setup packages.

Integrating various things is tough as it need the requirements from customer.

The activity dashboards that can be used to track the activities saves great time for users. Being cloud based let the whole diverse team work at the same time without losing any data.

It needs to integrate with every other product that have been using by the company.

Easy to use and user friendly. Like the change management and the integration with other communicator.

Nothing be be specific. More reliable for cloud and microservices, need to have integration with Jira.

Easy to log incidents, update status and communicate with the customer about their tickets. Great for storing service documentation -- all of our services are documented in ServiceNow so that as tickets come into our queue, we have a repository of knowledge base articles to refer to in order to resolve the issue. The visual task board facilitates daily team standups to discuss status and priorities.

The only thing I could think of is it would be great if the visual task board had more Trello-like features, especially their power ups (custom fields, burndown chart, etc).

This feature is very very impactful in day-to-day IT business.
From incident management to customer engagement, it provides end-to-end solutions.
You have multiple options to display your data in graphical or list formats.
It gives multiple filters to generate effective reports.
It provides a very easy and feasible way to onboard the users and manage the customer accounts and their cases. Our IT department uses ServiceNow helpdesk services to manage the employee data. The support features from ServiceNow makes it easy.

I do have a few things in mind that ServiceNow can upgrade:

1. They should give the option to edit the comments we make on cases/incidents/changes etc.
2. They should provide the option to perform the search specifically on comments and it should be optimised.
3. There should be option for grid view instead of list view, such that user can go to the next case or incident and update them side-by-side. Currently if we filter out 10 cases, we have to open them all in separate tab to work on it. It should be managiable using same tab only.

Service now is part and parcel of our ITSM system over the years. We have migrated from other vendors to Service now.Its very critical for IT enterprise to handle incidents, requests and to daily business as usual activities .Its also Critical for reporting metrics to management on a periodic basis. Service now also provides robust usage through Service now anywhere web interface. It just provides ease of use anywhere in a remote work setup for the larger team.

Service now customer support can be improved.

Amazing tool for change incident and CMDB management. I am using this tool for change and incident and I found it best among the tools I used.
Design the too the way you want.

Very simple user interface and make process very easy. With any experience user can use this tool

Nothing as I am aware of as for me this is best and the way service now is improving , I have nothing what I can this as an improvement.

I have been avid ITIL practitioner and have been using various products in various companies of my job experience. ServiceNow supports ITIL processes completely and most efficiently where there are minor drawbacks. The level of compromise required to enable processes efficiently is less as compared to Remedy and HPSM. Service Now has harnessed the power of virtual assistants which is yet being explored by other companies. The ease of set-up and manageability makes configuration of ServiceNow a cake-walk.

If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process. Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects. integration with risk management could have been made simpler to show the mapping of technical risks to business risks.

This software have extensive features which allow us users to work more efficiently. Managing request and concerns of our employees has been easier because they can create raise it through chat or ticket/case in this software anytime. Communication by users and administrators have been easy because they can follow-up through the software or even via email. Dashboard also can be customized depending on the user's needs. It also has a Knowledge Base Management attached to it which allow administrators to clarify or countercheck their responses/resolutions to the tickets/cases.

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.

The product is fairly easy to use if you are tracking and resolving service tickets or change requests. I like being able to granularly customize my dashboard.

This is a little more complicated for things like configuration management and opening a support request (from a support provider perspective). There are just a lot of steps and a lot of information to fill out. I would recommend having a couple of ServiceNow experts who can help standardize workflows and provide training for these more complicated tasks. Also, the dashboard can get too cluttered if you let it.

-You can create multiple dashboards.-Customized chat integration.-customization capabilities.-inbuilt plugins to integrate the 3rd party applications.-Report customization facility.- Work flow customization.

-Due to lots of module, Sometime its confusing to select the particular module.-Page loading took time.- Implementation took time and required ServiceNow expert to implement.

This is one of the great product available in the market. Cannot compare some of the other products. One suite for all. Love this product

Adding each module is very expensive. Small companies cannot afford

Ease of use, User friendly and good User Interface.

Having autorouting feature will greatly help manual assignment

It is straightforward and can help manage related templates, knowledge and tickets and SLAs for help desk. It provides a comprehensive tool for ticket and help desk management and resources for day to day activities and reporting.

The interface is a bit clunky and not user intuitive. It takes some time to understand where things are and how to use them.

I've been using this application for the past few years, and I think the real-time alarm triggering and search functionality are outstanding.
If the data we need is in the app's database and is configured, we can use it to find it quickly.

I haven't yet come across anything that I can point to as a negative aspect of this app. Nothing that I can think of that would make this app less desirable.