ServiceNow

Vorteile

Cloud basiert, incidents, Service request, Problem Management, cmdb, Changemanagement alles vorhanden , Self Service Portal Anbindung an ad und andere Tools möglich

Nachteile

Bisher ist mir nur aufgefallen, das abgeschlossenen changetask nicht informiert werden wenn ein Change sich zeitlich verschiebt, da wir viel mit Info tasks arbeiten bekommen so andere Abteilung nicht mit wenn sich was verschiebt, außerdem ist die ci suche langsam bei uns (angeblich aufgrund der Anzahl)

Vorteile

Bietet aus dem Bauchladen heraus sehr viel Möglichkeiten und Funktionen. Die einzelnen Prozesse setzen aufeinander auf und entfalten durch den aufbauenden Einsatz jener das volle Potenzial der Plattform.

Nachteile

gewisse Themen könnten bei den Kosten integriert sein (Bsp. Advanced Analytics), hier lässt sich jedoch ServiceNow gerne alles zahlen

Vorteile

Es ist intuitiv, leicht zu verstehen und hat die meisten Funktionen die man braucht

Nachteile

Tickets zu eskalieren sollte mehrere Prioritätsvarianten haben als aktuell gegeben ist.

Vorteile

It's ITSM features are strong and robust. It also allows for wide customization to create your own process flows and manage tickets for almost any internal process your company might have.

Nachteile

Customizing it too much became a bad practice, it is then too hard to mantain. It lacks support for more native processes (like templates for common processes) so you can minimize custom code.

Vorteile

It integrates with a lot of other systems and has many other modules that can be added

Nachteile

If you are a smaller company, the cost is too high to implement.

Vorteile

Overall ServiceNow has done what it needs for my purposes as an end user. It is the HelpDesk solution I use now and have used it in the past with multiple different companies. I know that to a degree it's highly customized to cater to what it's used for. So my experience is that it gets the job done.

Nachteile

The thing about ServiceNow I like the least would be the navigation. Now I believe that ServiceNow is customized by each business to a degree, to make it fit their needs. With that being said, I feel that maybe their level of customization/integration could be improved. For instance in my current environment, it works to get everything done correctly on the backend, but is always very tough to follow along tickets and such as an end user. So while this may be more about "the way my company uses it", based on past experiences, it always has felt a bit clunky and hard to navigate.

Vorteile

Simplicity and most intuitive interface that make it easy to create applications. Having a low code /no code capabilities allow us to build and customise apps without needing deep technical expertise. The drag and drop feature is helpful .It's integration with other apps is seamless making the whole experience sophisticated. Lots of AI and automation available.

Nachteile

This tool is great and incase of a challenge the customer care provide immediate response .Have nothing to complain about ServiceNow.

Vorteile

When I encounter technical issues at my workplace, I submit tickets using ServiceNow. I access an online form to describe the issue, and the platform tracks the ticket's progress. I can also communicate directly with the technicians responsible for resolving the issue.

Nachteile

Initially, navigating the ServiceNow platform can be a challenge.

Vorteile

I like the automated workflows that can be created for you daily processes. Plus being able to host all the documents in Knowledge base for all to access has been a huge success. Communication between the team has been better and can be done with the process workflows which everything contained.

Nachteile

Building a new workflow is very intensive and has limitations with customizations. We After initial deployment, the little quirks we would like to address have been hard to follow up on with our implementation team.

Vorteile

Dashboard creation/customization feature
Layout customization features
Flexibility in data preview
Filters
Tickets logging & documentation
Parent, major, hot pager & critical incident management

Nachteile

Rare outages
Small loading time, could be a bit reduced i assume

Vorteile

It allows a good customization for different workflows, has connectivity to multiple applications and allows creating automated access provisioning flows.

Nachteile

Company support website and its chat bot are not easy to search through or get relevant information.

Vorteile

It gave clear ownership and incident timing/escalation points - multi level service measurement as it got escalated.

Nachteile

I found that businesses tended to put there own portal on the top which prevented all the features and visibility of service now showing through. It SNOW allowed greater customimisation of its displayed words/icons then i dont think we would have needed our own landing page which then integrated into snow.

Vorteile

In my organization the automated responses will offer an initial solution, and if not satisfied will put you in touch with a service agent. This is in relation to IT problem solving.

Nachteile

With erratic internet it may seem like it takes a long time to connect online

Vorteile

The reporting part of Service now is the best, I have used multiple ticketing tools that does not provide any report assistance after.

The customization of the tool is also nice, it helps you to create an environment that makes you comfortable.

Nachteile

It takes some time to configure to do what you want in the tool, and to link it to other systems.

Vorteile

Dashboard and Reporting
Ticket Management
Customisation
I am in the process of setting up automated ticket creations based on application alerts which will be fantastic.

Nachteile

It takes a little time to get your head around the reporting element if you have multiple status's. You have to play with the data to get it spot on, but its fairly easy and you will get the hang of it quickly.

Vorteile

I liked that it integrated with the other systems we use like Salesforce and apparently Quick Base. Also, I liked seeing the tracking of comments made, updates to the ticket, questions, etc.. It provided a sequence of events and allowed for document attachment.

Nachteile

I had no real complaints; it worked as intended and is better than other "ticketing" tools that I have used.

Vorteile

Automated ticket creation with perfect dashboard and report creation customization. Highly integrable product with multiple APIs

Nachteile

Cost is not suitable for small businesses. Interface is old and laggy.

Vorteile

ease of identifying issues, categories, options

Nachteile

Speed of responses often delayed or underserved

Vorteile

Very easy to use. Can be utilised with low knowledge on the application but also offers in-depth features that really benefit your service.

Nachteile

Not all features are available with the base packages, you need to buy more and more to unlock the full service

Vorteile

Easy to maintain, good user experience, user interface

Nachteile

Nothing really, satisfied with all the features

Vorteile

Easy to use and integration with other app is seamless

Nachteile

The ability to integrate it with PagerDuty to send out Priority One alerts as they are raised by the customer is amazing.

Vorteile

In Service Now I appreciate a lot of features that helps me to work on my daily tickets with a pleasure! Great reporting abilities, easy to use dashboards keep my work organized which helps me keep my performance on high level to provide best support!

Nachteile

Service Now can be quite complex for someone who is at the begining of using it however the deeper You go the easier it is for You to learn and use Service Now features to improve Your work

Vorteile

All-in-one product for the organization's digital transformation. ServiceNow offers a variety of solutions for ITSM, ITAM, ITOM, CMDB, HR, etc.

Nachteile

ServiceNow doesn't provide a free trial period. The license cost may seem expensive as well as annual fee for developers/administrators/architects to keep their certification valid.

Vorteile

Vast product with so many helpfull features/

Nachteile

AI integration is still not the best. Also the whole UI could look better

Vorteile

It's an easy platform for me to use as an end-user to raise my service requests, and to know these are being logged sufficiently and adequately and will be transferred to the correct department - and I feel assured I'll get a speedy response, with a solid mechanism for following up on my request should I need to.

Nachteile

None, I've yet to have any negative experience with the Service Now platform.

Vorteile

Ease of use for end user, email integrations, assigning tickets to person or team. Lots of integration and automation or selfservice options.

Nachteile

There is a learning curve in searching/filtering tickets for the ticket handlers or IT admins / service managers. But it's manageable. And end users don't see that side, for them the experience is very streamlined.

Vorteile

Am happy with ServiceNow for many reasons but the most helpful of them all is the response time. It is very quick and super active. It can manage multiple tasks at a go and still give accurate and reliable results. ServiceNow is user friendly. It's pricing is reasonable and affordable.

Nachteile

ServiceNow has it all. No challenging processes or hard to understand features. Launching and implementation is simple. Am glad to be the administrator.

Vorteile

The user-friendly interface and customizable workflows make it easy to use.

Nachteile

Integration with third-party applications can be challenging at times.

Vorteile

ServiceNow streamlines the complex workflows, in my customer support setup it helped me in creating a proper workflow of issue creation till issue resolution and closure. This saves time and improves productivity.

Nachteile

While it is a robust solution, it also has a steep learning curve, especially for someone new to IT. This requires separate training sessions for new joiners.

Vorteile

Services it provides, having everything at one place from ITSM to HR to asset management and a lot more

Nachteile

Nothing to dislike , it’s a great product with great service.

Vorteile

The flexibility to customize and automate processes.

Nachteile

There is nothing I Don't not like about ServiceNow

Vorteile

Easy handling and tracking of raised tickets , incidents.
Very well maintained and customied dashboard for notifications , alerts and information.
Setup , deployment and third party integrations are simple and a minute job.

Nachteile

This includes a lot of features that require an ample amount of time to understand and proper expertise is needed to customize configurations.

Complex to understand licenses and although its simple but looks outdated.

Vorteile

ServiceNow es la herramienta ITSM líder del mercado. Ofrece una amplia gama de funciones y capacidades que pueden satisfacer cualquier necesidad empresarial. Se actualiza constantemente con nuevas versiones que aportan más innovación y valor a sus clientes.

Nachteile

ServiceNow no es una opción barata cuando se trata de herramientas ITSM. Puede suponer un gasto importante para las organizaciones que tienen presupuestos limitados y necesitan resultados rápidos. ServiceNow requiere un largo proceso de implementación que implica múltiples etapas y personalizaciones. También exige un miembro del personal dedicado a mantener y gestionar la herramienta con eficacia.

Vorteile

Allowing customizations, allowing storing different types of data, multi-purpose.
Easy creation of reports

Nachteile

When accessing related fields, the creation of reports is sometimes slow. Combining data from multiple tables/sources is not straightforward.

Vorteile

Their user interface is highly customizable and it doesn't take an expert to figure out how to utilize all the customization features. ServiceNow's ease of use is what puts them on top of competitors.

Nachteile

Now that we have more products from them, we've found it to be cumbersome to develop integrations within our products. Doing so requires a higher level of expertise, which we outsourced to VAR's.

Vorteile

Customizable dashboard and workflow automation features helped us be unique and stand out in the MSP business.

Nachteile

Poorly maintained instances of service now can become bloated and hard to manage.

Vorteile

Unified IT service management tool with support for customizations and scalability. Used since more than 5 years for Incident management and lifecycle of incidents.

Nachteile

ServiceNow is bit expensive for smaller organizations or those with limited budgets. Also customizing for specific enterprises is bit time consuming.

Vorteile

Easy user interface to navigate . You can create customized reports

Nachteile

performance is slow in some functions like on-call tab

Vorteile

Powerful platform known for its ability to streamline IT service management and automate business processes. It has a user-friendly interface that enhances productivity by allowing users to easily navigate and access features. Additionally, its customizable workflows and reporting tools provide valuable insights, enabling organizations to make data-driven decisions.

Nachteile

The platform can be overwhelming for new users, requiring significant training to fully leverage its capabilities. Implementation can be time-consuming and costly, which may not suit smaller organizations with limited budgets.

Vorteile

Servicenow is an integrated service management tool offering the entire ITIL lifecycle at your fingertips. I haven’t used any application which can seamlessly integrate all the processes cohesively as per the organisations requirements.

Nachteile

Depending on the level of customisation required, servicenow can get expensive to implement.

Vorteile

I really liked how it cam integration with other applications and systems. The reports and dashboards really gives good insights to what is going on. It is a brilliant ITSM tool as well as the licensing mechanism.

Nachteile

So of the out of box examples do not really match up to any of the organization needs. Integration with risk management could have been simpler to show the mapping of business to technical risks.

Vorteile

we can manage incident, task and create change.

Nachteile

service now Root ticket will create multiple task

In Betracht gezogene Alternativen

Gründe für den Wechsel zu ServiceNow

Vorteile

Its ability to be completely customizable. With its only limit is your ability and imagination.

Nachteile

Sometimes it can be to customizable. It can be challenging to solve a solution when it has to be built from scratch if the system does not already include it.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu ServiceNow

Vorteile

It was very easy to handle the incidents and task.

Nachteile

Service now SLA timing track more complexity.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu ServiceNow

Vorteile

●ServiceNow can be customized as per the business needs.
●It can be integrated with other systems & workflows. Along with ticketing system, it is used to keep a track of IT equipments.
● Great automation features & in-built tools.

Nachteile

● May need integration with other products for complete business solution.
●ServiceNow can be expensive for organizations with limited budget.

Vorteile

1. Easy ticket management , creating and tracking with servicedesk.
2. Can easily connect with JIRA as well to take updates related to development as well.
3. Interface is upto the mark with stability in platform.

Nachteile

1. There is nothing much for customization according to us.
2. Initially a proper training a timeperiod is needed to get the actual overview of product.

Vorteile

Customisation for creating ticket submission templates to ensure we're getting the critical information before incidents, requests, or changes are raised

Nachteile

It can be a bit cumbersome and timely to fill out tickets.

Vorteile

ServiceNow is the leading ITSM tool in the market. It offers a comprehensive range of features and capabilities that can meet any business needs. It is constantly updated with new versions that bring more innovation and value to its customers.

Nachteile

ServiceNow is not a cheap option when it comes to ITSM tools. It can be a significant expense for organizations that have limited budgets and need quick results. ServiceNow requires a long implementation process that involves multiple stages and customizations. It also demands a dedicated staff member to maintain and manage the tool effectively.

Vorteile

The flexibility and ability to integrate with Intune and Microsoft as a whole

Nachteile

That there are so many interactions of service now that are completely different from other versions

Vorteile

I most like the search and filter functions of the ServiceNow GRC tool.

Nachteile

I don’t think the ServiceNow GRC tool is the most user friendly compared to similar GRC tools such as Archer.