ServiceNow Customer Service Management Erfahrungen

Vorteile

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.

Nachteile

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

Vorteile

first and formost point is, most the module is Workflow driven.for Juniors it is ease to use and learn.coding is minimal.you will get hell lot of examples from Web and Service-now communities to refer. APIs are readily available to integrate with any app.

Nachteile

if you report a problem or request for new feature then Servicenow team will take time to review that.then they will plan in their road Map may be it will come in next release like they have different release (helsinki/ geneva) or may be it will not come.this software they are keeping upto date so your team should have developers to fix the issue after each release.but i will say their product documentation is so so So good, it will help to understand and fix anything.

In Betracht gezogene Alternativen

Warum ServiceNow Customer Service Management gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu ServiceNow Customer Service Management

Vorteile

The PROMISED functionality is fine. They never got it to a functional state after a year of "implementation." I do not recommend ServiceNow for small and medium sized businesses because ServiceNow doesn't care about fulfilling their promises because losing a small business is no big deal.

Nachteile

I feel that ServiceNow lied to me. I was told that it could integrate with NetSuite, our ERP. ServiceNow referred us to one of their partners for implementation. We bought it in December of 2020. It is now December 2021, and the tool is still not implemented. On top of this, they are contacting me asking why I haven't paid for the second year of the service! We have not been able to actually use the tool once! We are too small of a company for Service Now to do anything about the issue.

Vorteile

Managing ITIL Processes has become easier with ServiceNow. Integration with various security tools helps a lot.

Nachteile

Sometimes Implementation can be tideous but the Customer service team is awesome to help you with that.

Vorteile

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

Nachteile

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.

In Betracht gezogene Alternativen

Warum ServiceNow Customer Service Management gewählt wurde

Zuvor genutzte Software

Vorteile

It is easy to manage our staffs effectively.
It has an easy to use and userfriendly interface that is fit for all our employees.
It is easy to cut tickets to our customers having issues.

Nachteile

There is nothing we liked the least.It delivered to our company's expectations

Vorteile

It does have good platform to create knowledge articles and save it

This can be easily adapted by any organization

Nachteile

Need to improve the UI

Should have a Better tracking of the comments from the user and the agent

Vorteile

The ability to build personal and team reporting dashboards

Nachteile

Documentation to get help on creating filters

Vorteile

As a operation Lead i use ServiceNow on daily basis , it helps me checking shift schedule of my team so as i can assign tasks 2) also to check the current status of Service tickets as like where the call is pending so to get follow up with concern team,3)ServiceNow helps to raise Incident or issues occurs for production application environment to report to centralized senior management team so as to keep tracker

Nachteile

Has two view for dashboard one basic view enable to raise tickets and other is agent view to get details about various things about ticket in-depth details and dashboard customization services. In spite can have to different link so that users can use either one which required also we can offer to user which specifically used by that designation

Vorteile

I like that everything you need to know is in the system

Nachteile

It can be a little overwhelming when you first start

Vorteile

With the help of ServiceNow's Customer Service Management platform, issues may be quickly and efficiently resolved for customers and clients. As a result of its extensive array of inbuilt features and capabilities, it consistently provides high levels of service and delights customers, creating a positive impression that sticks with them. It helps inspire trust among our clients. Integration of CSM software's configuration tools with third-party applications runs smoothly and without a hitch. ServiceNow centralizes the management of all our customers' service and IT needs in one spot, and their support staff is incredibly quick to respond to any questions or concerns. Their full-service team responds promptly and professionally to our needs, creating an aesthetically pleasing and enduring product. superior capacity for integration, with a focus on delivering exceptional service to clients around the world.

Nachteile

We have absolutely no complaints. ServiceNow's comprehensive CSM offerings provide one of the best customer service encounters available today. Their support staff is quick to respond to whatever issue we bring up, and they always do a great job of fixing things for us. We also hope that they will consider our suggestion for a modest price cut to the premium version, which will allow more businesses to afford it and make full use of the services it provides.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

To its defense, it does process requests without delay.

Nachteile

Poor user interface design. Lacks an understanding of human factors and fails to embrace modern technology.About the worst part is the designers show a very low interest in gathering the concern being discussed. When you finally get to "problem description," it's buried on page two in a small window that uses 6% of the available display. But that area cannot accept any cut/paste of screenshots.Bypassing this tool is often the best course when there is a need for problem description and subsequent analysis. Tools like Microsoft Word and Outlook do pretty well in letting a person express their concerns. ServiceNow is more like the CSR that asks annoying, irrelevant questions and shows no interest in the concern itself.

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

The most impactful feature of it is customer ticketing management.
The way it is designed makes it very easy to work with customer and internal team at the same time.

The flow is designed very user-friendly and easy to use.

Nachteile

The least I like about the servicenow is the performance issue sometimes.
It gives problem when you start multiple sessions at a time and when you are working on multiple tickets with the customer, it is obvious that multiple sessions will be started.

Vorteile

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

Nachteile

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.

Vorteile

you can customize everything

you can change the OOTB version of the portal as you like with programming (in other softwares you have constraints due to the OOTB version)

The cloud allow you to easily access it everywhere and everytime; there is also an App

Nachteile

Cost, maybe if you are a small company you don't need that

App to be improved

Few OOTB customizations in front end; you need to change the code to customize the portal

Vorteile

It's very useful to follow up your customer tickets, timely updates and Save in the knowledge article the action taken for troubleshooting resolved issues.

Nachteile

Since it's already integrated with my company, I don't find any difficulties in working with its integrations.It has lots of features to be functional, so I'll update my review if I find any cons or improvement point down the road.

Vorteile

The customer can check the status of the ticket from anywhere as this is an online tool for tracking tickets. There will be information about the developer who is working on the ticket and the customer can directly contact him.

Nachteile

The developer who is working on the ticket is responsible to update the status of the ticket. He can update the wrong status. There is no verification for what actually is happening and what is being upstated.

Vorteile

-in app email capability with notification of response
- allows cut and paste
- Knowledge system is easy to access and edit

Nachteile

- no product support to company I work for
- no SME's that can be contacted
- no ability to have email quick parts
- Search function is slow and and inefficient
- changes to service catalog take way too long

Vorteile

The out of the box config approach allowed us to design from a green field approach, no heavy detail requirements, kept thing light and flexible

Nachteile

Service now has an aggressive release Schedule that was hard for a large fortune 50 company to keep up with, while it is a best practice - hard for our culture to process.

Vorteile

Daily using this for logging tickets and updating the flow and found it much better not best than other software
Easy to navigate for simply tracking or logging tickets and passing it on to other team with comments
New team members were able to learn it quickly with the help of documentation/articles which we can found easily in help and the design is user friendly from navigation point of view

Nachteile

Improvement is required in terms of performance as it gets stuck most of the time doing search for any member outside of our group or closed ticket

Vorteile

I like the built in features like SLA notifications, visibility into who completed each action on a case and tge dashboard to easily see what needs to be worked on. I know this will bring up future opportunities for efficiency that we never had with our prior case management system.

Nachteile

Searching for a specific item can be a little hard. Maybe I just need more training on how to do this.