ServiceNow Incident Management Reviews

New interface and extensibility via custom development. The best features are the ability to extend ServiceNow via connectors, mashups, and pre-built APIs. We use several of these and they all work well. Only need some machine learning capabilities now. Great software.

Nothing in particular. ServiceNow in its current version has delivered to promise. Overall better design might help. Better mobile app might help.

Get ServiceNow developers on your team this will help move things a lot faster.

We recently consolidated several systems into ServiceNow and that went well. Also, getting into automation and orchestration and its performing well. The best features are the ability to extend ServiceNow via connectors, mashups, and pre-built APIs. We use several of these and they all work well. Only need some machine learning capabilities now. Great software.

I really love the ability within the incident management application to completely customize it to our needs. I was able to make SN do exactly what the company needed and to even create more solutions for them by simply creating fields, adding rules/scripts. It really let me make it do what we wanted/needed.

The only issues I really have with our incident management is that we don't use features like severity to the degree I would like us to, but this is a company issue not the products.

We were able to create inbound email scripts that would allow an offsite user to simply respond to a ticket notification email to change the state of the ticket by adding a work to the subject line of the email. This was a major change for our field techs, and they loved it.

I like it much better than our previous incident management software. I love the ability to run reports with it too!

It can be a little hard to figure out how to navigate it with all the options. I'm not a big fan of it on a mobile browser.

It's a good incident management system and seems to have updates that actually improve on things to prior version. Being someone that checks tickets remotely quite often from my phone, I do think their mobile browser view needs some work though.

We use this for our Helpdesk tickets here in IT. Helps centralize things and let the various departments in our IT department be able to work together and document problems and their solutions.

UI works the best for fulfillment view. Timer counts the actual time you have spent on fixing the issue.

couldn't think of anything. May be the time it takes to load the page in ServieNow, if that can be reduced, it would give user a greater experience.

We have a user base of more than 20000 users for ServiceNow - Incident MAnagement.

It works greatfor user sitting in a different location to submit a ticket to the corporate.

What I like best about ServiceNow Incident Management is the ease of entering in tickets. Templates can be created for common tickets and you have the ability to assign tickets to a group for resolution. Free text search is fast and accurate. The visual display boards make tracking incidents easy to visualize. The ability to create custom filters is helpful in addition to chat collaboration. The creation of service request forms is also helpful.

What I dislike about ServiceNow Incident Management is that the e-mail notifications do not retain line breaks and everything is garbled into one line, which makes readability cumbersome. There is also no support of RTF. Having the ability to do bulk ticket creation by uploading a .CSV would be helpful. Administrators also have the ability to customize the branding of the application to match your organization's logo and color scheme.

Ensure that you have our business processes laid out and integrated into the platform. Creating service request workflows will ensure consistency and make future maintenace easier.

ServiceNow Incident Management allows my organization to track incidents as they occur. The ability to create your own customized service request form is extremely useful and helpful in process improvement, tracking, and monitoring. ServiceNow also has a variety of modules available for purpose to integrate with other products.

i like that it is customizable to use with your organization. even customizable for improved user experience.

does not always populate user information stored in our AD. it could be our change management team problem with configuring it optimally

i service over 3000 city employees for department of transportation. it allows me to create tickets so i can follow up with clients, solve their issues, create notes that other members of my team can read, and add knowledge for others to look up.