ServiceNow - Présentation
Description du logiciel ServiceNow
ServiceNow propose une large sélection d'outils et d'applications de gestion de services informatiques intégrés offrant chacun plusieurs fonctionnalités. Les produits de base sont classés selon 5 catégories principales : applications d'automatisation des services informatiques, gestion de portefeuille de projets, gestion des activités informatiques, applications de services partagés (pour les installations, les interventions et les ressources humaines) et ServiceNow Express, un produit de gestion des services informatiques (information technology service management, ITSM) pour les entreprises de toutes tailles.
ServiceNow fournit également une plateforme d'automatisation des services permettant de personnaliser les applications existantes, de partager des informations entre applications ou de créer des applications sur mesure. Il existe aussi un produit ServiceWatch qui aide à découvrir et à cartographier les relations entre les composants informatiques et les incidents grâce à des tableaux de bord donnant un aperçu en temps réel de la santé des services métier. ServiceNow Discovery peut être utilisé pour identifier des éléments de configuration (CI) IP, cartographier leurs interdépendances et exporter les données vers la base de données de gestion de la configuration (CMDB) ServiceNow.
ServiceNow Express est le produit ITSM destiné aux entreprises de toutes tailles et comprend une gamme de fonctionnalités. La solution offre une gestion de bout en bout des incidents grâce à des tableaux de tâches visuels et des cas d'assistance, une définition des priorités ainsi qu'une surveillance des ressources et de la configuration. Il est aussi possible de générer des rapports sur tous les KPI et métriques de l'entreprise via des tableaux de bord, des graphiques et des diagrammes.
Les applications d'automatisation des services informatiques de ServiceNow incluent la gestion des ressources, la gestion des modifications et des versions, la gestion de la configuration, les incidents, la gestion des coûts et des problèmes informatiques, ainsi qu'un catalogue de services. Le catalogue de services contribue à améliorer l'expérience client grâce à une vitrine orientée clients permettant aux utilisateurs d'accéder à l'autoassistance, de soumettre des demandes informatiques, de consigner les problèmes et de suivre les progrès.
ServiceNow - Présentation
Prix
Types de licence
ServiceNow - Fonctionnalités
Captures d'écran
ServiceNow - Avis
ServiceNow - Avis
Top Dog among Service Management Suites
An extremely robust platform with customization galore and full features comes at a cost but with very little holding it back. ServiceNow can really help on any ITIL initiatives and centralization of services. The unique focus of ServiceNow beyond just IT, is where its strengths lie. Most Service Management suites do ITIL for IT. ServiceNow takes the lessons learned from ITIL and extends them to the rest of the org (especially but not limited to Facilities and HR). Really built for Mid to Large Businesses.
Best Ticketing Tool!!
On a daily basis, we had to pull a lot of reports and create graphs for the same. With Service-Now, it's very easy. We have saved all the filters and created a dashboard on Service Now. Now, we have shared the link to the dashboard to the client and all our work is taken care by the tool.
Relative time period is one top-notch filter, which has drastically reduced the time we were spending on creating the reports. It would take close to 4hrs to pull them and draft it for the client. Now, Service Now is doing the job and that 4hrs are saved for us.
one stop shop for all type of tickets
Excellent
More than a Ticketing System
I enjoyed Service Now and believe it's the best ticketing system tool out there.
ServiceNOW does not live up to the promises it makes
my department has been using Service Now for almost a year and I have to say it is without a doubt the worst implementation I have ever been through. We were told that SN was "revolutionary" and "World Class". One year later here is a small list of the problems we still have
- unreliable and untrustworthy reporting
- we have yet to be told the advantages of using catalog request vs Incidents
- unwieldy interface that adds significant time to customer service
- unable to create meaningful dashboards
Comparatif avec les logiciels similaires : note globale
Comparer avec les alternatives
Top Dog among Service Management Suites
Avantages
ITIL based
Service Portal (Self Service Portal for quick searches spanning instance or specific areas)
Knowledge Base (despite that not being checked in the available features)
Full Service Management solution for the ENTIRE organization
Strong Workflow engine
Visible Table structures for clean data flows
Extremely customizable (Forms, Fields, Tables, Applications, Portal, Workflow, Knowledge Base, etc...)
Best in the business system architecture (fully redundant instances)
HI Administration portal and ServiceNow support are top notch
Service Now community is extremely active
Docs site (formerly wiki) well updated and complete.
Great organization and User groups
You get a cake upon launch!
Extensive Integration capabilities
Inconvénients
Cost
Some out-of-box examples really don't match up to any organizations needs and leave you wanting more
Email rules are more complex than they need to be (some of this can be mitigated by free add-ons like Postmaster)
Configuration can sometimes be limited and requires some Javascript to get past basics
Mid Servers for integrations can be more work to maintain than desired
Best Ticketing Tool!!
On a daily basis, we had to pull a lot of reports and create graphs for the same. With Service-Now, it's very easy. We have saved all the filters and created a dashboard on Service Now. Now, we have shared the link to the dashboard to the client and all our work is taken care by the tool.
Relative time period is one top-notch filter, which has drastically reduced the time we were spending on creating the reports. It would take close to 4hrs to pull them and draft it for the client. Now, Service Now is doing the job and that 4hrs are saved for us.
Avantages
The best thing about Service Now is the way we can handle all data and reports directly on the tool. It is really well designed in getting approvals and assigning tickets. We can also set the ticket assignment groups based on certain rules or configuration items, that really saves us a lot of time.
It is user - friendly too. Very easy to navigate and also has some built in buttons that are really useful.
Inconvénients
Not a major flaw, but if it can create aging tickets report in the form of a pivot table, then there is nothing to beat this tool. We really don't need to rely on excel if we can integrate some into the reporting feature on service now.
one stop shop for all type of tickets
Excellent
Avantages
one stop shop for all type of tickets, easy to use, fast to search
Inconvénients
Performance need to be tuned a little more
More than a Ticketing System
I enjoyed Service Now and believe it's the best ticketing system tool out there.
Avantages
Loved Service Now! This made managing our help desk easy and our tech were able to work efficiently and effectively. The interface is VERY easy to read and user friendly. The application has so many different functionalities like: Knowledge base, Equipment tracking, RMA, chat, etc. I even enjoyed the Mobile App!
Inconvénients
I wish there were different/more theme colors you could customize/choose from. Also the mobile app was complicated setting up.
ServiceNOW does not live up to the promises it makes
my department has been using Service Now for almost a year and I have to say it is without a doubt the worst implementation I have ever been through. We were told that SN was "revolutionary" and "World Class". One year later here is a small list of the problems we still have
- unreliable and untrustworthy reporting
- we have yet to be told the advantages of using catalog request vs Incidents
- unwieldy interface that adds significant time to customer service
- unable to create meaningful dashboards
Avantages
-in app email capability with notification of response
- allows cut and paste
- Knowledge system is easy to access and edit
Inconvénients
- no product support to company I work for
- no SME's that can be contacted
- no ability to have email quick parts
- Search function is slow and and inefficient
- changes to service catalog take way too long
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives
ServiceNow - Prix
ServiceNow - Prix
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives
ServiceNow - Fonctionnalités
ServiceNow - Fonctionnalités
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives
Catégories
Catégories
Vidéos et tutoriels
Vidéos et tutoriels
ServiceNow - FAQ
ServiceNow - FAQ
Voici quelques-unes des questions fréquentes sur ServiceNow.
Q. Quels sont les types de licence disponibles pour ServiceNow ?
Types de licences disponibles pour ServiceNow :
À partir de: 100,00 $US/mois
Type de licence: Abonnement
Essai gratuit: Disponible
Q. Quelles sont les principales fonctionnalités du logiciel ServiceNow ?
Nous n'avons pas d'informations sur les fonctionnalités de ServiceNow.
Q. Qui utilise ServiceNow ?
Utilisateurs habituels du logiciel ServiceNow :
Grandes entreprises, Entreprises de taille moyenne
Q. Dans quelles langues ServiceNow est-il disponible ?
Langues dans lesquelles ServiceNow est disponible :
néerlandais, anglais, français, allemand, italien, japonais, portugais, espagnol
Q. Quels sont les types de licence disponibles pour ServiceNow ?
Types de licences disponibles pour ServiceNow:
Abonnement
Q. ServiceNow prend-il en charge les appareils mobiles ?
Appareils pris en charge par ServiceNow :
Android, iPhone, iPad
Q. Avec quelles applications ServiceNow peut-il s'intégrer ?
Applications s'intégrant à ServiceNow :
3CLogic, Cloud Elements, EmployWise, LogicMonitor, Numerify, Opsgenie, RingCentral, VictorOps, Workato, Yonyx
Q. Quelles sont les ressources d'aide disponibles pour ServiceNow ?
Ressources d'aide disponibles pour ServiceNow :
FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo
An extremely robust platform with customization galore and full features comes at a cost but with very little holding it back. ServiceNow can really help on any ITIL initiatives and centralization of services. The unique focus of ServiceNow beyond just IT, is where its strengths lie. Most Service Management suites do ITIL for IT. ServiceNow takes the lessons learned from ITIL and extends them to the rest of the org (especially but not limited to Facilities and HR). Really built for Mid to Large Businesses.