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.

We've tried a handful of solutions for managing our team's workflow. ServiceNow allows us to collaborate, manage incidents reported by the business and manage system deployment of bugs and enhancements.

There are some UI behaviors that take getting used to. Navigation to lists of incidents related to changes, problems is a bit cumbersome, but overall our entire team has adopted it and relies on it. Recent addition of exports to excel are key.

Change management, business visibility, prioritization of work.

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.

this tool keep track of all our service support tickets.

it seem to be hard to search for specific incident when you need to review old tickets

we use this tool to track to service support call and it work

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.

Enterprise level ticketing tool that is rock solid and customizable.

difficult to lock down segments for team only views. information in any ticket is available to majority of users.

Solid system for enterprise level use. Our current implementation does not meet HIPAA Needs so we are exploring paying for upgrade or transferring to SalesForce

Ticket management on enterprise level. Can easily pass tickets to different departments for work as needed.

I like the interface easy to browse and file/find incidents. I like the team view where each of our team members can go in to see the incidents filed for that team. Work notes section helps to track progress and make notes as when an incident is being investigated.

I would like to have a mobile app where i can see the incidents on the go.

We migrated from our in house service incident reporting. We got good user interface and incident management system. It was pain earlier to keep track of incidents and teams to whom this incident needs to be assigned.

once you get to the correct page for your system, its very easy to use

if you are directed away from your home page its difficult to navigate back to where you do your work

easy to learn and use

help desk tickets. Its nice to have a single repository for all our customers

Ease of use, ability to use various types of filters and searches, customize homepage, easy reporting

I wish templates could be created to append to existing fields instead of overwriting them, so we could add to existing information, instead of losing what was previously entered

Helpdesk incident management

Service Now is really intuitive, it is born to help you with Help Desk basically

Well done, easy to use and powerful engine I have noticed

You need to use it with a browser, cant be installed as an app

Really great tool for Help Desk I recommend it

User will send their request, concerns, incidents from service-now and you will get an email and a ticket is created automatically within the system

Help Desk mainly, also some telephony and IT requests

I like how SNOW can be customized to fit your business needs.

Analytics can be a little more difficult to get because of the customizable features.

It was a great tool to track specific incidents for large software companies. If you have all of you infrastructure integrated with SNOW, then you will realize the maximum benefit to your company. If you are only using it for ticketing you may not get the full benefit.

The ability to track (view, update, etc.) help desk tickets.

The description of the tickets are cut off in text messages so I have to check my email or log into Service Now to see the full description of the problem/updates.

NA

Ticket Resolution time is being solved. The time it takes to receive, view, update and resolve tickets is the benefit of using ServiceNow. The product is user friendly.

Nice interface once you customize your preferred view. Easy to use. The INC work notes are nice.

Needing to add redundant work notes after changing priority or state. Interface could be simpler but I guess the ability to customize to the extent that you are able to is also nice.

All IT issues. Nice tracking. Nice knowledge base provided by INCs alone.

Interface is great, easy to understand and the UX is fantastic

search functionality need to be improved

Incident, Change, Release and Problem Management

I like the decreased values in the dropdowns for products and the look of the site.

It is not user friendly for searching open and especially searching closed items, unless you have the ID number. There are 2 ID numbers per ticket, and I never understood why that was.

Get a custom plan to support your specific needs. Too generic.

Service Ticket management

Its a really good tool to manage incidents . Customization is easy drag drop

Versioning and better tech support should be provided . Documentation is not ample enough

We are using servicenow for incident management systems

Ease of incident management and monitoring.

Weak integration API with other incident management systems.

Buy this product to track your incidents.

Incident management and creation.

It's a business solution to track incidents and changes.

One stop shop for all major or minor reporting issue/s. Customization at its best.

Nothing so far. It’s been a smooth ride.

Day to day issues with applications pertaining to the business.