ServiceNow

Pros: Supports setting up of complex workflows quite well. Good in integration with other tools like Microsoft Teams, Exchange.

Cons: Best suited for larger organisations. Some teams may require investing additional effort into training for ease of use.

Pros: We have been using SN for its product availability and support for installation and any issues we have had.

Cons: The cost of installation and support is higher when compared to similar products in the market. Also, there is an issue with integration of marketplace products with this suite.

Pros: Ability to solve access management issues quickly and efficiently. Product is a centralized repository for all apps

Cons: I would say some functions may be hard to locate exactly which access you are trying to find and gain

Pros: ServiceNow puts me in touch with our IT support team usually relatively quickly. It has a very convenient Microsoft Teams plugin.

Cons: Whilst using ServiceNow, I do have connectivity issues occasionally where, I receive messages stating the conversation has timed out.

Pros: I like ServiceNow interface. It is very intuitive and easy to use so new user with no technical skills do not struggle to navigate this tool. The customer support team is highly proactive and responsive which is very effective as they respond to queries before we face down-time.

Cons: I have not experienced any challenges with ServiceNow. The tool has served us very great so I do not have any complaints.

Pros: It has a great user interface that is very easy to manipulate and learn from an end user perspective. It has a ton of customizable options available.

Cons: When extracting from the old existing Remedy platform it was a bit tricky to get it to fully integrate.

Pros: The "Single Pane of Glass", Advanced "Agentic AI" (Now Assist), High-Velocity Automation, Scalability and Compliance

Cons: The "Implementation Tax" (Cost & Complexity), Licensing "Shell Games", "Platform Bloat" & Technical Debt, The "Developer Bottleneck"

Pros: Easy to use and navigate, plenty of options for changing workflows and easy to administer and configure.

Cons: Would be nice to have more dedicated lines of support. I think with AI this will change a little. Really had to think of cons.

Pros: Helps to get quick response for IT related problems within the organization. Also has an option to speak to a consultant in the case that the issue cannot be resolved immediately

Cons: If the issued being faced is an internet connectivity one, then it will be extremely difficult to get through to someone .

Pros: ServiceNow provides strong workflow automation, customizable modules, and clear reporting, and its Change Management features make it easy to track, approve, and control changes consistently.

Cons: The platform can be complex to manage, especially in Change Management where configurations can become cumbersome, and it can be expensive to implement and maintain.

Pros: le suivi de ticket est convivial pour l'utilisateur, les éléments ajoutés sont aisément consultables

Cons: La gestion des notifications n'est pas la plus simple à configurer, mise en œuvre pouvant être couteuse

Pros: ServiceNow helps our company organize, interpret and develop data using dashboards. Their support is great too!

Cons: I think the UX\UI could use some updating, but other than that it has been a pretty solid platform for us.

Pros: I would say the level of integration with other tools and the sheer number of features. Comprehensivenes and searchability would be two other words to characterize it.

Cons: At times, especially as a beginner, it may be hard to navigate with all the various levels of a customer ticket--Interactions, Requests, RITMs, SCTasks etc. And then there's the occasional what seems like a bug.

Pros: Great value for money and good customer support which helped with improvement and efficiency of our processes

Cons: Bugs and issues was difficult to resolve as it requires reaching out to customer support all the time

Pros: It is a convenient fast tool to complete and send whatever it is you may need that the recipient can review and expedite the service that is needed.

Cons: I don’t have any comments on this. I have found it to be an extremely useful tool and I wouldn’t change anything about it

Pros: ServiceNow enables fast and transparent management of tickets and workflows. The interface is intuitive, and reporting tools are very useful for daily operations. It also integrates easily with other systems like Salesforce CRM for example

Cons: ServiceNow has a relatively high entry level in my opionion. Setting it up and understanding advanced features takes time and expertise. New users may feel overwhelmed by the number of options and the complexity of the interface.

Pros: An excellent ticketing product, definitely the most famous, it allows for many integrations, many of which are already ready to use. I believe this is its real strength.

Cons: Not too easy to configure, some settings or features require time and skill, but once completed, it remains truly excellent.

Pros: GUI is user friendly Ability of building dashboards for effective monitoring Ability of inserting customized templates for ticket creation

Cons: Notifications configuration is rather confusing. The explanation of the settings is non existence and hence it is hard to know what you would receive after enabling certain settings.

Pros: Streamlined ticket tracking, customizable workflows, strong automation, and easy integration with ITSM tools.

Cons: UI can feel clunky, steep learning curve, and administrator setup requires a deep platform knowledge.

Pros: Highly configurable workflows tailored to organizational needs. Automates complex processes, reducing manual tickets and repetitive tasks.

Cons: High licensing and implementation costs. Complex learning curve. User Interface can feel heavy without optimisation.

Pros: Easy and intuitive to use. Workflows are great and easy to setup and manage. Can track communication and history quite well

Cons: Sometimes communication is a bit iffy, and alerts are not sent out in the right chronological order.

Pros: The integrations with the organisation’s contact list, the ability to tag upper management and to track progress

Cons: The typing shortcuts usually used in other softwares have different functions that are misleading for example if you type Enter the ticket is submitted while your intension is to start a new sentence