User Reviews Overview
About ServiceNow Customer Service Management
ServiceNow Customer Service Management (CSM) is a cloud-based product that helps businesses deliver frictionless customer experiences and connect the entire enterprise. It provides a range of features such as case management,...
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All ServiceNow Customer Service Management Reviews Apply filters
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
ServiceNow A Great Piece of Software
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.
Pros
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.
Cons
There are times that it can be slow when trying to interact with some of the dashboards.
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Service Now -tools to use for Ticket management
I love the look and feel of service-Now.Support documentation and KB articles.If you have HI portal access then 80% of your problem is gone. Means you will get all the access for KB and documents which help you to understand any issue or product/ releases.Price is bit high but it is worthy to have Servicenow in your company.
Pros
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.
Cons
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.
Reasons for Choosing ServiceNow Customer Service Management
maintaince of the product and support turn around time.Switched From
Microsoft Visual StudioReasons for Switching to ServiceNow Customer Service Management
Support and Market review of this product is good.- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
ServiceNow Not for Small and Medium Sized Businesses
When this was flagged to ServiceNow Management, they have washed their hands of it and said for me not to get my hopes up that they will do anything. It's clear that I am too small of a business for them to do anything for us. My only option now is litigation.
Pros
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.
Cons
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.
Top ServiceNow Customer Service Management Alternatives
- Industry: Information Technology & Services
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
ServiceNow - Integrate all you can . One stop for Managing your IT Lifecycle.
Pros
Managing ITIL Processes has become easier with ServiceNow. Integration with various security tools helps a lot.
Cons
Sometimes Implementation can be tideous but the Customer service team is awesome to help you with that.
- Industry: Telecommunications
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Complete Package
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.
Pros
The ServiceNow CSM modules offer a full suite of features for customer management. The product is easy to use and extremely flexible.
Cons
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.
Alternatives Considered
Dynamics 365Reasons for Choosing ServiceNow Customer Service Management
Dynamics was unable to handle the level of customization required for our business.Switched From
Dynamics 365- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
My Incredibly High Valued Review on ServiceNow Customer Service Management
Pros
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.
Cons
There is nothing we liked the least.It delivered to our company's expectations
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
A good ticketing tool with lot of options to develop
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
Pros
It does have good platform to create knowledge articles and save it
This can be easily adapted by any organization
Cons
Need to improve the UI
Should have a Better tracking of the comments from the user and the agent
- Industry: Telecommunications
- Company size: 10,000+ Employees
- Used Daily for 1-5 months
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Review Source
A refreshing tool
Smooth and fast tool. Features rich. Cannot wait to explore more to discover the full potential of this tool.
Pros
The ability to build personal and team reporting dashboards
Cons
Documentation to get help on creating filters
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
"ServiceNow helps me to manage the Shift Schedule, Daily Incidents, Status of tickets etc"
ServiceNow provides interface to users to raise incident tickets so intimation about an production issue in application will be highlighted within the organization, hence tracker maintenance solution is provided. Also Ticket status and where the SN call is pending or concern team when work done or halted a message can be provided within the flow of ticket itself is a good user interface so we as operation engineer can easily identify the root cause and suggest solution to respective teams to tackle or resolve the issues
Pros
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
Cons
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
- Industry: Insurance
- Company size: 1,001–5,000 Employees
- Used Monthly for 1+ year
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Review Source
Great tool for incidents and service requests management
Great tool for incidents and service requests management
Pros
It provides full integration with teams and tasks, allowing to easy monitoring their status and progress
Cons
It has so many branches to get an incident sent to.
- Industry: Online Media
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Excellent Customer Management Platform
Departmental demands for IT and service are responded to and fulfilled promptly. Superior adaptability and seamless integration It can be easily integrated with virtually any existing portal or dashboard. Using its application programming interface (API), we are integrating with third-party portals, making deployment simpler. The deployment and integration of new employees went off without a hitch. With modern technology, signing and renewing an SLA is a breeze for both parties. This process has been improved and is currently running well. By adhering to key solutions, we have optimized all of our workforce processes and workflows, which has resulted in increased income and decreased expenses. Maximize profits by boosting efficiency and output across the board. To monitor progress and provide updates at any time, a dashboard and visual analytics are accessible. The usefulness of the chatbot system cannot be overstated.
Pros
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.
Cons
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.
- Industry: Medical Practice
- Company size: 10,000+ Employees
- Used for 2+ years
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Review Source
Great for assigning jobs and direct communication; dense UI missing common features
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.
Pros
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.
Cons
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.
- Industry: Gambling & Casinos
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
"I Have Had Excellent Experience Using ServiceNow ITSM (Customer Service Management application...
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.
Pros
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.
Cons
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.
- Industry: Biotechnology
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
Minimalist and easy to use
Great experience. Easy to use, simple and straightforward. Very less training required as it’s self explanatory.
Pros
Ticket creation, management and handling. Knowledge base articles are auto suggested using keywords and based on the issue that it detects. Integration with nexthink is seamless.
Cons
Dashboard is glitchy sometimes and can be better.
- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
A powerful CRM containing tons of features.
Pros
- 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!
Cons
- 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).
- Industry: Chemicals
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Service now customer service management
Overall this tool need to work on UI and limit the options for the end users. The Dashboard too needs work is displaying the necessary KPIS
Pros
we have been using this application for more than 2 years now. When it comes to ticket management and issue status management, this has been very effective. The integrity of the tool with OKTA is best thing in this.
Cons
The tool is very slow with processing things and not very effective in the documentation. It has too many options which is making users confused.
- Industry: Utilities
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
ServiceNow does the job, and does it pretty well
Pros
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.
Cons
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.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Perfect ticket management tool
We are using the tool to manage the Incidents and services Requests so that end customers can seamlessly access the tool.
Pros
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.
Cons
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.
- Industry: Information Technology & Services
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
The best platform for Service Management
Pros
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
Cons
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
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Great Tool for Ticketing System
I've been using this tool for more than a year, and it's my personal gear for my day-to-day activity.I'll recommend to anyone who needs proper management of customer ticket for a great work flow.
Pros
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.
Cons
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.
- Used Daily for 2+ years
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Review Source
A good tool for tracking and updating the status of the tickets.
Pros
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.
Cons
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.
- Industry: Accounting
- Company size: 10,000+ Employees
- Used Daily for 6-12 months
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Review Source
ServiceNOW does not live up to the promises it makes
my department has been using Service Now for almost a year and I have to say it is without a doubt the worst implementation I have ever been through. We were told that SN was "revolutionary" and "World Class". One year later here is a small list of the problems we still have
- unreliable and untrustworthy reporting
- we have yet to be told the advantages of using catalog request vs Incidents
- unwieldy interface that adds significant time to customer service
- unable to create meaningful dashboards
Pros
-in app email capability with notification of response
- allows cut and paste
- Knowledge system is easy to access and edit
Cons
- 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
- Industry: Hospital & Health Care
- Used Daily for 2+ years
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Review Source
great cloud software for service ticket management
Pros
easy to set up, use and administer software that can be ramped up quickly as the learning curve is relatively low and the eco system around this is growing as well
Cons
would have been great if building reports were much more intuitive for the end users to be able to write their own query - at the moment, there is heavy reliance on IT to write reports
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
ServiceNow review
My overall experience with ServiceNow is good.
Pros
Workflow management is the best feature I liked most in this software. With this feature, the company can smoothly manage projects and can also track customer cases and tickets.
Cons
As of now, I don't get any feature present in this software which I don't like.
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 1-5 months
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Review Source
ServiceNow Has Great Capabilities, but Requires Lots of Training to Use
ServiceNow provides an efficient case management system that can be used across multiple tiers.
Pros
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.
Cons
Searching for a specific item can be a little hard. Maybe I just need more training on how to do this.