ServiceNow

I used ServiceNow in a Desktop Support Role

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Using SNow since 2012

Opmerkingen: Considering how long I have been using the product, I find comfort in the fact that I know more on its capabilities so pay less attention to the limitations.

Pluspunten:

I like the scalability and possible capability to do more configuration and development for custom use.

Minpunten:

The fact that I can not use SNow links for imbedding

Service Now - IT Help Desk tool that is complicated

Opmerkingen: Very disappointed with this tool from an IT professional point of view. Much too complicated.

Pluspunten:

Easy incident or issue escalation. You are able to assign issues to individuals or to teams. This functionality was quite valuable.

Minpunten:

Not intuitive for everyday use. As an IT professional, my team and I found it very difficult to use. Imagine being an everyday user that has to use this tool.

as a Project lead we customize and use this Product extensevely.

Opmerkingen: I love this Tool because of its ease of use of the tool.
The way they develop the feature is great.
KB and Articles for support documents are good.
ServiceNow Community is great Help and they resolve most of the Issue there the way the Technical person explain and presenation is good.

Pluspunten:

all the Modules that we used are ease to use. Documentation is well maintained. Easy to implement. easy to track the changes for Admin Team. Reporting Module is Great for BIz team.

Minpunten:

Cost and Product Support. Product road Map dates are not clear.

Un servizio per ordinare e monitorare i flussi di richiesta e i tempi di evasione delle pratiche

Pluspunten:

La caratteristica che preferisco in Service Now è la facilità d'integrazione con altri applicativi/servizi per cui i flussi possono essere personalizzati a seconda delle esigenze (ad esempio integrando Snow con altri applicativi è possibile classificare le mail in funzione di determinate keywords)Con Snow si possono gestire allo stesso tempo le richieste interne all'azienda (richieste di uffici verso altri uffici), sia le richieste di utenti esterni. Vengono monitorati i tempi di evasione delle richieste e per questo motivo difficilmente si creano dei backlog.

Minpunten:

L'aspetto negativo sono gli alti costi di manutenzione e di sviluppo dei flussi, che richiedono competenze specifiche e non possono essere realizzate da persone senza adeguata e certificata preparazione. Nel nostro caso ci siamo affidati ad una società di consulenza dovendo dedicare budget apposito.