ServiceNow Customer Service Management Reviews

We use ServiceNow Customer Service Management as an ITSM application to manage incidents and change requests. An organization can use it to manage external customers. 

We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities. 

The product's AI feature should be improved. 

ServiceNow Customer Service Management makes sure that there is stability with two releases each year. Each release will have some hard fixes, patches, or new features. 

The tool is scalable, which is one of its best features. It is customizable. 

I have contacted the team when we needed quick fixes for issues on behalf of our customers. They have a direct helpline and a portal. You can use the helpline if you need immediate support. Else, you can use the customer portal to raise the issue. The team will respond based on priority. My experience is between good and excellent. 

You need to get a subscription for the tool's cloud access. Its implementation can take time since you need to map the business processes. 

I rate the product an eight out of ten. 

Other

We use the solution as a government workflow solution.

The solution improves the workflow and business process automatically. The previous method was not as automated and efficient.

Workflow management is the most important feature.

The solution could improve its integration.

I have been using ServiceNow CSM for more than a year.

The solution’s scalability is excellent.

I rate the solution’s scalability a nine out of ten.

The initial setup is easy.

Public Cloud

I am working on incident management, service management, and change management. We work on SLAs and handle service requests, change requests, and incident management. These are the main areas I am working on at the moment.

The most valuable features are incident management and change management. These features are extensively used by businesses to tackle regular issues. This tool helps to track issues businesses face regularly. If an end user faces an inventory-related issue, they raise a ticket that comes to our incident management tool for ServiceNow Customer Service Management. We work to resolve that issue, allowing businesses to operate smoothly. It also helps to track our past performance, like how many tickets we resolved, and it shows how the business profits from uninterrupted operations. Change requests are vital if there is a business requirement change; they are used for tracking and reporting purposes, showcasing how change requests have been used to keep businesses running smoothly.

Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations. These are the areas needing improvement.

I have been working for more than two years, and in the past, I also worked for a year in 2020, totaling three years of experience.

We start by determining what kind of tools we need in ServiceNow Customer Service Management, like service management, change management, or ticketing and incident management. We assess the volume of incidents or change management we will be managing and the volume of end users. Then we decide on the deployment model, either cloud or on-premises, and proceed to implement the tool.

The solution operates well, but there are limitations on customization. Sometimes there is a delay in operations. Overall, it is very stable aside from these issues.

Scalability is very important as it helps businesses run smoothly. If challenges are resolved efficiently with tools like ServiceNow Customer Service Management, it significantly impacts business operations.

The technical support is good, but there are very few people who understand the technicalities and background configurations. More technical people should be available.

Neutral

I used different tools before, including HP Ticket Services. The lag issue is more pronounced in other tools compared to ServiceNow Customer Service Management, which led me to switch.

I rate the initial setup as 8.5. There are some lags in ServiceNow Customer Service Management, which is why I deducted 1.5 points. Otherwise, it works very well.

We needed about three to four people for the deployment. Now, one to two people can handle the maintenance.

The tool is very useful as it helps us run businesses smoothly. Without such tools, the business would be affected by five to ten percent in annual revenue. It provides substantial value.

The pricing is around a seven, making it rather expensive. However, even with the cost, it is justified because it significantly aids business operations.

I did not evaluate other options before choosing ServiceNow Customer Service Management. I have worked on different tools and based on reviews from my peers in similar industries, I decided to go with ServiceNow Customer Service Management.

Before using ServiceNow Customer Service Management, I used different tools, and based on the feedback from colleagues in similar industries, I switched to ServiceNow Customer Service Management. I would rate the overall solution as 8 out of 10.

On-premises