ServiceNow Customer Service Management Reviews

Pros

Keeping up with customer tickets is really efficient with this tool. The updates come through on time and it's also helpful that the troubleshooting steps and resolved actions can be saved in knowledge articles for future reference.

Cons

Because it's already integrated into my company's setup, I haven't run into any issues with integrations. It comes with plenty of features to support the work so if I notice any drawbacks or areas that need improvement later on, I'd update my review.

Pros

It's very user friendly and you can learn how to use it within a couple of weeks. The incident tree is also very detailed which makes it possible to find the right case for just about every issue.

Cons

I wish we could identify all tickets, not just the incidents.

Pros

This platform has made resolving customer and client issues fast and efficient for us. It comes packed with a wide range of built in features and capabilities which helps us consistently deliver a high level of service and leave customers with a lasting positive impression. That reliability has also helped strengthen the trust our clients place in us. The configuration tools within the CSM software connect very well with third party applications and the integrations work without problems. Having all customer service and IT needs managed in one centralized place is a huge advantage and their support team is remarkably responsive whenever questions or concerns come up. The full service team is prompt, professional and attentive and the end product feels polished and dependable. Its integration capabilities are especially impressive, all while keeping the focus on providing excellent service to clients worldwide.

Cons

We do not have any real complaints. This all in one CSM offering delivers one of the strongest customer service experiences we have seen. Whenever we raise an issue, their support team responds quickly and handles the fix effectively every time. The only thing we would like to see is a small reduction in the premium pricing which could make it more accessible for more businesses to take full advantage of everything the platform offers.

Pros

One of the biggest advantages is how versatile and scalable this software is for an organization's needs. It works well beyond IT and can be used across virtually every department in our company. It helps automate business tasks and also includes solid reporting and analysis tools. We use it for HR processes, self service, approvals, confidential reporting, scheduled reporting, routine workflow automation, as well as asset management and discovery.

Cons

A limitation is that I'm unable to embed links. It also feels like the platform is mainly built for larger organizations. I haven't really seen a practical way for a small company to benefit from it since the pricing and configuration demands are beyond what most smaller businesses can realistically handle which is unfortunate.

Pros

There are plenty of configuration options available despite the platform being so easy to use.

Cons

Search functionality could be more powerful and improving it would make the system easier to work with.

Pros

Something that really stands out is how workflow driven most of the modules are. It's quite approachable for junior team members so getting started and learning the platform doesn't take long. There's very little coding needed in many cases which makes it even more practical. On top of that there are plenty of examples available online through the web and the ServiceNow community so finding references is rarely a problem. The APIs are also readily available which makes integrating it with other applications much easier.

Cons

When you raise an issue or request a new feature, their team usually takes quite a bit of time to review it. After that, they may include it in their roadmap and it might show up in a future release like Helsinki or Geneva or sometimes it may not be added at all. Since the platform is continuously being updated, your team really needs to have developers available to handle fixes after each release. That said, their product documentation is extremely good and it helps a lot when it comes to understanding the system and resolving issues.

Pros

The ML/AI integration with incident management is a big plus since it cuts down the workload and helps teams respond to critical issues much faster.

Cons

It still has room to mature so it can better support a wider range of platforms and workflows.

Pros

It works really well for support use and includes all the functionality that's needed.

Cons

The admin side can get pretty complicated to deal with.

Pros

Customer ticket management is the most valuable part of this platform. It's built in a way that makes it simple to handle communication with both customers and internal teams at the same time. The overall workflow feels very user friendly and smooth.

Cons

Something I like the least about this tool is that it can run into performance issues at times. Problems tend to show up when multiple sessions are opened at once and when you're working on several customer tickets, that situation is pretty common.

Pros

Having one place to handle all of our company's requests and incidents has been a big plus. I'm also a fan of how it automates Active Directory account creation and deletion, along with third party software access and license assignments.

Cons

Scheduled tasks feature can be a bit buggy in the version we're currently using although the support team has been very helpful in working through it with us.

Pros

Using it feels quite uncomplicated. It gives both the team and the customer clear visibility and it's convenient to add work notes and create changes, requests and similar items.

Cons

The encryption and access control could be stronger. Right now, pretty much anyone can open a ticket, view it and add comments so that's an area where it falls short.

Pros

It's used by a lot of companies which makes training much easier and helps when hiring subject matter experts since many people already know the platform.

Cons

Setting up workflows still takes a fair amount of time and effort because they aren't fully available out of the box.

Pros

This has been incredibly valuable for us especially when it comes to integrating with other applications and customizing the platform for ticketing and routing. Those capabilities are probably the most useful part of the system. Our daily customer support work really depends on its user friendly incident management, configuration management and service documentation features. Reporting incidents is quick and easy, tracking progress is simple and staying connected with customers through the platform works really well. It's also excellent for storing service documentation. We've listed all of our services there which makes it fast to pull up the right knowledge base articles whenever a ticket comes in and we need to resolve an issue.

Cons

One downside is that heavy customization can make the upgrade process take quite a while although there are plenty of helpful resources available to guide you through it. Another challenge is that people outside of IT may have a hard time using the platform unless they get some extra training first.

Pros

After more than two years of using this application, it has proven to be quite effective for ticket handling and tracking issue status. Its integration with OKTA is easily one of the strongest parts of the tool.

Cons

At the same time the platform is quite slow when processing tasks and it falls short when it comes to documentation. There are also too many options which tends to leave users feeling confused.

Pros

As an enterprise grade service management and helpdesk platform, it offers a lot of flexibility and can be customized to fit a wide range of needs.

Cons

UX and overall performance could still use some improvement. It would also help if there were a lighter feature set and a more suitable pricing option for smaller companies.

Pros

When it comes to incident management and problem tracking, the platform offers almost limitless possibilities.

Cons

It's cost is definitely much higher than many other software options but given everything it delivers, it still feels like a worthwhile investment.

Pros

It handles a wide range of areas, including customer support and IT support and works well for both internal teams and external customers. It also provides detailed reporting on SLAs along with ticket volumes, including how many are opened and closed.

Cons

The licensing model is fairly complicated and can be a bit expensive. Performance can also slow down noticeably at times.

Pros

One of the biggest advantages for me is how much you can customize in this platform. You can configure layouts, lists and on screen elements to match your own way of working. If you want a specific item displayed on your homepage dashboard, that's completely possible. If you need to create your own template so you don't have to type the same response every time, you can do that too. The variety of layouts and pages is definitely one of the parts I enjoy most.

Cons

Building reports and dashboards can feel pretty challenging especially the first time you try to do it. The report and dashboard builders are quite advanced tools and the number of options can be overwhelming at the beginning. It takes some time to understand what each feature does and to get comfortable using everything.

Pros

Workflow management has been the standout feature for me in this software. It helps the company handle projects efficiently while also keeping customer cases and support tickets well organized and easy to track.

Cons

So far I haven't come across any feature in this software that I dislike.

Pros

From incident, problem and change management to the full employee journey starting at onboarding and access provisioning, this platform covers ITIL really well. It brings tickets, requests, incidents, problems and changes into one cohesive environment for day to day work. The built in reporting is a big advantage and the API and backend integrate with multiple tools and applications which helps create more visually appealing reports. Another strong point is that admins, engineers and customer service teams can build their own dashboards to keep track of queues efficiently. The in house graphical queue representation is also very useful for distributing work, setting priorities and planning change activities.

Cons

I haven't come across any drawbacks yet. Any customization I needed was already available within the existing module.