Über ServiceNow Customer Service Management
ServiceNow Customer Service Management Preis
ServiceNow Customer Service Management bietet keine Gratisversion.
Alternativen für ServiceNow Customer Service Management
ServiceNow Customer Service Management Erfahrungen
Funktionsbewertung
- Branche: Computer- & Netzwerksicherheit
- Unternehmensgröße: 5’001–10’000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
A Great Tool for all the ITSM needs- One that fits All
We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app configurations. This method has been tried and tested, and it consistently delivers. Top-notch all around; have extensive experience managing Incidents, Problems, Changes, and Catalog Items inside IT Service Management (ITSM) modules.
Vorteile
The ability to integrate with other applications and personalize the tool for use in ticketing and routing is maybe the most useful feature of ServiceNow. Our day-to-day customer support operations would not be possible without our user-friendly incident management, configuration management, and service documentation.Fast and simple incident reporting, progress tracking, and customer service interaction. ServiceNow is excellent for archiving service documentation; we've catalogued all of our services there, so that when tickets are sent, we can quickly and easily access the relevant knowledge base articles to address the problem.
Nachteile
A lengthy upgrade procedure might be the result of too much modification, but luckily there are many resources available to help you out. Non-IT users may find it challenging to use the site without first receiving etxra training.
- Branche: Hochschulbildung
- Unternehmensgröße: 1’001–5’000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Lot's of features, lot's of complexity.
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.
Vorteile
Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.
Nachteile
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.
- Branche: Kosmetik
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Horrible customer experience
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.
Vorteile
-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
Nachteile
-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
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 10’000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
One of the best Ticketing tools available
Vorteile
Covers all ITIl aspects w.r.t incident, problem and change management.
It has a very cohensive environment right from when an employee joins the organisation, getting access to applications, performing day to day jobs with tickets, requests, incidents, problems and changes.
Given the fact that it also has inbuilt reporting capabilities, this is an absolute must.
It's api and backend can be accessed by multiple softwares and applications enhancing the capability to produce visually appealing reports.
Admins/engineers/customer service execs can create their own dashboards to monitor their queues efficiently.
Inhouse capability to graphically repsent the queue make things easier while distributing work, prioritising work, planning change activities etc...
Nachteile
None that I know of as yet.
Whatever customisations i needed were easily available within the existing module.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 10’000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Service Now improves issue tracking
Great experience using Service now tool. Moved from HP product to SN
Vorteile
Integration with other build in like Slack and other communication tools. Easy to operate and quick to learn
Nachteile
Running reports need to be more customisable.
