ServiceNow 사용 후기 및 리뷰

I used ServiceNow in a Desktop Support Role

주석: I used ServiceNow daily, almost hourly to be honest, as a Level 2 Desktop Support Agent. It replaced vFire which was getting slow and agonizing to work with. Tickets would come in and we would perform the work and move the ticket along and/or close it altogether depending on the job. I liked using it and felt it was very robust and powerful while still being nimble and problem free.

장점:

ServiceNow is fast and issue free so long as it's setup correctly. The interface is simple and easy to understand. The learning curve, unlike older software, is practically nonexistent.

단점:

Sometimes tasks can have subtasks that are nested so deeply that they can be missed on first glance. I wish the software had a simpler nesting system.

ServiceNow is very advanced tool but very expensive.

장점:

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.

단점:

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.

Great Ticketing Tool

주석: Over it is a great ticketing tool where a number of reports are easy to create and allows for some customizations.

장점:

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.

단점:

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.

Great Ticketing Management Software

주석: Using ServiceNow is nice and it's fairly organized and clean looking. I use it occasionally to enter tickets and it's pretty easy for me to track the progress. If anything changes, it notifies me via email. I haven't used any advanced tools, like the analytics, but I imagine it's quite handy for supervisors.

장점:

Lots of options when managing service tickets. This software is flexible enough for IT, HR, and other departments to be grouped into one as long as you are granted the access to see them. The UI for the web app is nice and simple. There are some decent dashboards already built in for you to choose.

단점:

There are too many options listed in the All menu. Most of them I don't use so I have to favorite certain menus and ignore the rest.

Industry Standard for ITSM

주석: I've used it at a previous company and my current employer. As long as it's built correctly, You'll enjoy it.

장점:

The flexibility to customize and automate processes.

단점:

There is nothing I Don't not like about ServiceNow

ServiceNow helps us centralize our processes

주석: Our distributed crew was able to get together and focus on a single source of information. Now that all incidences are being recorded in one place, we have more insight into how things are progressing.

장점:

Thanks to ServiceNow, our processes are much more streamlined. Assisted in creating a streamlined operation. Our remote team's efficiency increased once we established a central hub where everyone could access the same, reliable information.

단점:

There is some lag time when utilizing the dashboard, but I'm sure this will be addressed in a future update. In addition, I think the report function may use some tweaks.

Good product but alot of features are paywalled

장점:

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

단점:

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

One-Stop-Shop for Ticketing

주석: Great experience with an intuitive tool that integrates with other enterprise systems and facilitates task completion.

장점:

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.

단점:

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

An intuitive, communicative, clean way to track support requests

주석: It's a very clean software, making it extremely transparent to all users on how to raise and track their cases while giving them the necessary assurance that their cases are being worked on.

장점:

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.

단점:

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

ServiceNow as an employee

장점:

as a user it is easy to submit requests to service now for immediate actions. The ticket system is easy to follow and indicates if the request is being followed up on.

단점:

the layout can be confusing and it can be often frustrating when the request doesn't go through.

S-Now

주석: New to the tool but very excited.

장점:

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

단점:

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

Main ticketing tool for a company present in over 60 countries

주석: From perspective of a Service Desk Agent, Service Now is a solid ticketing tool with lots of customization and integration options, and decent monitoring capabilities. With regard to reporting - it is no match for an Excel spreadsheet, but the option "Export to Excel" is available in any report table :)

장점:

Customization options and integration with with other tools (Nagios) as well as separate instances of Snow. As an example: one of our customers is running their own instance of Service Now. Their users interact with their own instance of Snow: log incidents, create service requests, receive and respond to mail communication. Snow objects from customer instance are then bridged (synced) into our instance of Snow, where they are actioned by fulfillers. User communication, ticket status etc. are then bridged (synced) back into customer instance of snow and reach final users.

단점:

There is a learning curve for agents coming from other ticketing tools as well as for new joiners - which is expected. A lot of user guide/process information is openly available, however not all the options described (especially reporting) are available in the version currently deployed by the company, which leads to some areas of tribal knowledge.

A wonderful and probably the best ticket and change management tool

장점:

Search feature is very powerful and easy to use as it is globalized search. Allows me to see the ticket distribution across my teammates. Supports customization of the change management process.

단점:

The frontend design looks a bit old and not much attractive to me personally. Also it is little bit costly. Apart from these 2 things, everything else seems great about ServiceNow.

Very flexible ITSM Tool

장점:

This tool is very flexible and allows even Business Users to configure processes and worfkflows.

단점:

The license is rather difficult to understand and must be re-considered over time.

As Flexible as it is Functional

주석: We've been using ServiceNow for 5+ years and it has really transformed our Service Desk and Customer Service teams ability to work with the customer.

장점:

ServiceNow is such a user friendly product. Their out of the box modules require very little customization to get you up and running using a wide suite of available modules, there's not a lot ServiceNow can't do.

단점:

Over-customization can make upgrading time consuming but there are plenty of guides to assist you with this process.

Best software for ITSM management in IT world

주석: Service Now is best software for current ITSM needs in IT world. ITs easy to stabilize day t day ITSM needs and specially Assets and Incident management which can helpful to many companies to provide and set up effective resilient ITSM business model. It is very user friendly and no need to provide detailed education and training to users as its inf9rmation and educational videos are available on portals.

장점:

It have Selfserve option like serviceNet and different ITSM modules where Users can select required option and go for their ITSM needs without struggling for technical team. It gives ability to user to create their own report and dashboards for better visualizations and daily reporting.

단점:

It require VPN connection within company premise due to policies. Its difficult to manage it through mobile devices.

ServiceNow is better than Remedy and HPSM

장점:

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.

단점:

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.

ServiceNow really is simple awesome

장점:

ServiceNow really helps us to manage our customer and IT services from end-to-end. We make use of the ITSM, ITBM, IT Asset management, and CMDB features. Together all these features help us manage our clients, our services, and our assets. There really is so much one can do with the software and once users start adopting this, it really makes such a big difference to how IT can assist the business. Even our other teams like finance started to use it as well now.

단점:

In terms of Backend Setup, ServiceNow does take some configuration to work really well, and this might not be an easy task for someone without previous experience.

Service Now is the best ticketing tool for IT Helpdesk / call center with technical support

주석: it is a good ticketing tool, will help in any help desk to to the job in a professional way, with fast results that you can check with reports, the track of the records of the users makes easy to be able to found issues and patterns. From all the ticketing tools that I´ve ever used, Service Now is my favorite.

장점:

it was simple to understand , easy to use, the interface is not just squares with information that makes you feel super bored. you can customize your own interface with colors, that makes you to feel more comfortable with the screen with a tool that you use 8 hours a day. the functions are designed for you to be able to extract information needed for planning, the reports are accurate.

단점:

That when a new feature need to be adapted for a project specific can take some time before the implementation of it

Excellent tool for all of your IT requirements.

주석: Overall experience is good and we have mapped our multiple application with servicenow through which we are enabled the auto ticketing and monitoring the applications.

장점:

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

단점:

-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.

Great Tool ITSM

주석: Generally it is a good system. If an organisation is coming from a manual way of service management they can adopt it.

장점:

The product did not change the way we have been conducting business but it made it easier. It is easy to follow through requests and incidents in the system rather than manually following. The system removes geographical boundaries as you can escalate an issue which can be resolved in a short time by someone in a different location. You can have a reports which can inform you on strategic decisions. For example you can realise you need more human resource from the reports

단점:

It needs to add some component of AI where a bot can assist other users on some of the petty frequent similar request

Good professional software

주석: I have used servicenow on multiple projects, mainly for incident tracking. It has worked very well for our teams.

장점:

Service now has tons of features that makes tracking tickets and incidents easy. Submitting tickets is straightforward and the communication on updates is good.

단점:

I don't love the UI, I think it is a bit clunky.

ServiceNow review

주석: It helps in escalation of customer queries to support teams. Follow up on issues that are highly logged.

장점:

ServiceNow is easy to use to escalate customer issues to support groups incase a fast call resolution is not given. You're able to track the resolution given to the issue logged by searching the incident.

단점:

I like all the functions of servicenow so i have nothing negative to say.

one stop shop for all type of tickets

주석: Excellent

장점:

one stop shop for all type of tickets, easy to use, fast to search

단점:

Performance need to be tuned a little more

Really helped our team manage requests and tickets

주석: Great. Definitely recommend this for large businesses with multiple different departments and employees where you need to have a reasonably large IT department to hep process application requests, troubleshooting and equipment requests and more!

장점:

The ease in which it kept track and managed IT ticket requests. You could easily see the queue and also do tons of data analytics from response times, to ticket requests per month per department, and how often tickets had to be escalated. The cloud-based platform really helps your reomte workers have access to a live database that was updated and always "correct." This was also extremely affordable for all the different capabilities it added.

단점:

The service technicians aren't always available as spelled out in the service agreement. Luckily we didn't have issues with this often and we were able to resolve issues on our own or could wait it out until it was fixed.