G2

Karan D.

Information Technology Operations Support

Enterprise (> 1000 emp.)

3/24/2024

"ServiceNow helps me to manage the Shift Schedule, Daily Incidents, Status of tickets etc"

4/5

What do you like best about ServiceNow IT Service Management?

As an operation Lead I use ServiceNow on a daily basis, it helps me check the shift schedule of my team so I can assign tasks. Also, to check the current status of Service tickets, like where the call is pending, to follow up with the concerned team. ServiceNow helps to raise incidents or issues that occur in the production application environment to report to the centralized senior management team to keep track. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Has two views for the dashboard: one basic view to enable raising tickets and another is an agent view to get details about various things about tickets, in-depth details, and dashboard customization services. Despite this, it can have two different links so that users can use either one as required. Also, we can offer users the one specifically used by their designation. Review collected by and hosted on G2.com.

What problems is ServiceNow IT Service Management solving and how is that benefiting you?

ServiceNow provides an interface for users to raise incident tickets so that notifications about a production issue in the application will be highlighted within the organization, hence a tracker maintenance solution is provided. Also, the ticket status and where the SN call is pending or the concerned team when work is done or halted, a message can be provided within the flow of the ticket itself, which is a good user interface. So, as operation engineers, we can easily identify the root cause and suggest solutions to respective teams to tackle or resolve the issues. Review collected by and hosted on G2.com.