ServiceNow Incident Management

(12)
4.4 out of 5 stars

ServiceNow Incident Management streamlines the process of restoring service following an unplanned disruption. Incident Management allows IT to capture incidents through a self‑service portal, chat, email, phone, and incoming events and prioritize them based on agreed service level targets.

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Showing 12 ServiceNow Incident Management reviews
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ServiceNow Incident Management review by <span>Neil G.</span>
Neil G.
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Verified Current User
Invitation from G2 Crowd
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ServiceNow Rocks for Incident Management

What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product

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

What business problems are you solving with the product? What benefits have you realized?

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.

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ServiceNow Incident Management review by Administrator in Retail
Administrator in Retail
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Service Now Incident Management a Versitile solution

What do you like best?

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.

What do you dislike?

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.

What business problems are you solving with the product? What benefits have you realized?

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.

What Incident Management solution do you use?

Thanks for letting us know!
ServiceNow Incident Management review by User in Higher Education
User in Higher Education
Validated Reviewer
Verified Current User
Organic
Reviewed On

ServiceNow is SNOW as we call it is good!

What do you like best?

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

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

ServiceNow Incident Management review by <span>Karan G.</span>
Karan G.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Best ITSM product for Incident/ticket management

What do you like best?

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

What do you dislike?

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.

What business problems are you solving with the product? What benefits have you realized?

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.

ServiceNow Incident Management review by User in Government Administration
User in Government Administration
Validated Reviewer
Invitation from G2 Crowd
Reviewed On

Great Tracking of Incidents with Custom Filtering

What do you like best?

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 do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

ServiceNow Incident Management review by Agency in Computer & Network Security
Agency in Computer & Network Security
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Easy to use, and customizeable.

What do you like best?

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

What do you dislike?

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

What business problems are you solving with the product? What benefits have you realized?

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.

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