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.
Great for assigning jobs and direct communication; dense UI missing common features
Overall this is a fantastic product. It frees up developer resources by taking on administrative and organization responsibilities, connects end users with developers through a consistent interface with straightforward prompts that reduce communication errors and adhere to policies and prevents logjams and delays by implementing a normalizing the request and delivery process so task can be consistently assigned to the appropriate person based on workload, importance, resource needs, etc. The UI issues are irritating, but they do not reduce performance significantly, and they do not impede the product's superior performance with regards to the intended results.
ServiceNow is better than Remedy and HPSM
Great use for portfolio management
I have worked with the tool in portfolio and release management specs.
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
Great for assigning jobs and direct communication; dense UI missing common features
Overall this is a fantastic product. It frees up developer resources by taking on administrative and organization responsibilities, connects end users with developers through a consistent interface with straightforward prompts that reduce communication errors and adhere to policies and prevents logjams and delays by implementing a normalizing the request and delivery process so task can be consistently assigned to the appropriate person based on workload, importance, resource needs, etc. The UI issues are irritating, but they do not reduce performance significantly, and they do not impede the product's superior performance with regards to the intended results.
Avantages
All users work in the same interface, creating a pretty seamless pipeline between end users and departments that identify a need and the department and content manager responsible for the requestors need. ServiceNow handles most of the administrative duties, documentation, and organization for tasks/projects from step-by-step request submission, to manager approval, to task creation and delivery, ensuring timely communication and adherence to procedure, while freeing up development time.
Inconvénients
Although the User Interface is straightforward for most tasks and consistent among all users, there are many rudimentary features that are either buggy or absent. For example, when a task is submitted, both a "request" and a "task" are assigned. They are identical and both must be filled out to close the job, but they do not interact with each other and one can be closed and the other open in the system. Similarly, there are no steps between completing and closing a task, but submitting a task as complete does nothing but refresh the page and change the "complete" option to "close." It doesn't not even populate the completion time.
ServiceNow is better than Remedy and HPSM
Avantages
I have been avid ITIL practitioner and have been using various products in various companies of my job experience. ServiceNow supports ITIL processes completely and most efficiently where there are minor drawbacks. The level of compromise required to enable processes efficiently is less as compared to Remedy and HPSM. Service Now has harnessed the power of virtual assistants which is yet being explored by other companies. The ease of set-up and manageability makes configuration of ServiceNow a cake-walk.
Inconvénients
If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process. Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects. integration with risk management could have been made simpler to show the mapping of technical risks to business risks.
Great use for portfolio management
I have worked with the tool in portfolio and release management specs.
Avantages
Great tool for portfolio management. Give all roles a place to see progress of a project and transparent to business.
Inconvénients
Tool isn’t great for release management. Approvals and and requirements do not fit agile methodology and isn’t easily removed
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.