ServiceNow Customer Service Management Reviews

I use ServiceNow Customer Service Management for managing ticket flows, raising change requests, and managing support activities. Whenever a customer faces any issues, they raise a ticket on ServiceNow Customer Service Management; once they raise the ticket, it comes to the service desk queue, and we route it to the respective teams so that the correct team receives the ticket and assists the user with their issue.

ServiceNow Customer Service Management is a great tool that is very interactive. All details are managed effectively, and even if a large number of customers raise multiple tickets in a very short time, everything is handled within the system. We can generate reports and track everything, and the SLA calculation is very reliable using this tool.

ServiceNow Customer Service Management has impacted our organization positively; we have formed a very good process with this tool that has helped increase the productivity of the team.

When it comes to ticket resolution, the time taken decreases significantly. Considering the high volume of tickets, there is often the same pattern with the same kind of issue. Whenever the ticket team receives a ticket, by checking the pattern, they can find if this kind of issue has occurred in the past, and with the resolution notes stored in those tickets, they can provide faster resolution while making everyone aware of the issue and what steps need to be taken.

ServiceNow Customer Service Management is offering very good things, but I felt improvements to our process would allow us to depend on this tool in many other ways.

Regarding the interface, currently the user who creates the ticket has a very limited interface with only the options for creating a ticket and providing details, while the support team has a much larger interface with many options, including SLA details and report generation. While this classification is great, I felt that some modifications could be brought to the interface.

I felt that further modifications can be made so that it could be a perfect tool.

I have been working in my current field for seven years, and for the last four years, I have been using ServiceNow Customer Service Management.

ServiceNow Customer Service Management is very stable.

ServiceNow Customer Service Management is very scalable; according to our process, we can use it in any way we want.

Customer support provides a lot of help and responds immediately, offering very good service.

Positive

Previously, we were using ITSM; we switched from that to ServiceNow Customer Service Management because there were many flaws with ITSM in both the tool and the process. Once we switched, I found that ServiceNow Customer Service Management is much better.

When it comes to time and money, I felt a lot of savings have occurred because this process has helped significantly. In our organization, downtime and criticality have been addressed in a very short time, and the revenue and outcomes from this have increased. Time and money savings have helped tremendously in these specific areas.

When we started evaluating other options, we immediately received feedback about ServiceNow Customer Service Management. Everyone was telling us about the positives, so there was no other option we considered, as we did not experience much difficulty or put much effort into searching for alternatives.

Based on each ticket, we assign a criticality level; for higher criticality tickets, we have allotted a certain amount of time for the support team to work on it, meaning they must find a resolution and clear the issue within that timeframe. This is how we have prepared a process based on criticality.

Apart from that, I think the major aspect is the SLA process; if the SLA is not met, managers are immediately alerted that a ticket has come to the team's queue and they have failed to meet this SLA, and they take necessary action so that such scenarios will not happen in the future.

If you are looking to establish a good process in your environment, ServiceNow Customer Service Management provides a very good interface tool for this purpose. Ticketing and change management can be managed using this tool, and it is very helpful. I would rate this solution a 9 out of 10.

On-premises

The use cases for ServiceNow Customer Service Management were mainly for integration purposes, mid-server installations, and playbook configurations.

I utilize ServiceNow Customer Service Management's automation for service requests by using integration hub, APIs, and third-party connectors.

Resolution speed has immensely improved because of ServiceNow Customer Service Management, especially the actionable insights, IT performances, and incident trends. Overall service health has improved in terms of the incident and response ratio.

The benefits of having automation in place are that it has automated the process and most items are auto-populated within the services. Most of the time, there are pre-installed solutions where consumers can navigate before dealing with the developer side.

The self-service portal has helped in creating and maintaining reports and dashboards with key metrics, and the resolution time and customer satisfaction have improved.

Automated root cause analysis has improved for us, leveraging basic machine learning and identifying basic issues, reducing resolution times, and enhancing operational efficiencies.

The most beneficial aspect of ServiceNow Customer Service Management is its portal enhancement. Users can perform all kinds of configurations, and it is very easy to use for the consumer. The problem is sorted out when there are many options and solutions to be aware of.

ServiceNow Customer Service Management is a module that supports customer-specific requirements. Users can change the forms and data fields, and create and maintain reports and dashboards with key metrics.

There should be many more automations and customizations available in ServiceNow Customer Service Management to help both users and developers, including quality testers.

Many integrations are needed currently. Sometimes that helps in terms of scripting if workflows are not needed. There should be an integration of workflows and less scripting to enhance and move the flow more efficiently.

In terms of the initial setup of ServiceNow Customer Service Management, the complexity of scripting is challenging. Sometimes, extensive scripting is required and many checks have to be made to add basic functionality.

I have been using ServiceNow Customer Service Management for approximately three years.

I have handled the deployment of ServiceNow Customer Service Management myself and also used third parties including partners, consultants, and integrators for the initial deployment. Most deployments were done through third parties with assistance from managers and other developers.

I cannot provide specific information regarding measurable benefits from working with ServiceNow Customer Service Management in terms of time saving, resource saving, efficiency improvements, or return on investment.

I did not purchase ServiceNow Customer Service Management as it was assigned to me with a fully loaded version. All purchases were made prior to my involvement.

ServiceNow Customer Service Management and portal solutions are separate, with each having their own advantages and disadvantages. Both functionalities serve different purposes. Portal is a self-sufficient, one-way window, while ServiceNow Customer Service Management helps navigate consumers.

I work as a ServiceNow developer with modules including ITAM and ITSM. I have integrated AWS, Jira, Salesforce Slack, and handle portal design. I track metrics and efficiency improvements from incident management workflows by navigating through key metrics shown within the dashboard graphs and performance indicators. I would recommend more automation improvements in ServiceNow Customer Service Management. I am working with a cloud-based version of ServiceNow Customer Service Management. On a scale of 1-10, I rate ServiceNow Customer Service Management an 8.

Public Cloud

Amazon Web Services (AWS)

My main use case for ServiceNow Customer Service Management is that I use it as an end user to provide customer support to our clients.

For a specific example of how I use it to provide customer support, the client raises their issues on the customer support desk through which we handle tickets and then we resolve them for the customers and then customers give their feedback for the cases being resolved.

I can add that we have a portal on which all our clients have access to, and they raise their cases onto that portal, and then we get those cases and that's how we operate and then we resolve those cases for our clients.

The best features ServiceNow Customer Service Management offers are a platform to manage all our clients at one place.

Having all our clients in one place helps us to make things faster and easier to track as well. We can see all our clients in one place and then we can manage what all clients are raising queries or issues about the platform and then we help them resolve. Seeing all our clients at one place helps us to know what client is progressing better and which ones are not.

ServiceNow Customer Service Management has positively impacted my organization because it helps client issues resolve, thus helping positively.

ServiceNow Customer Service Management could be improved by incorporating Gen AI into ServiceNow. Though ServiceNow has a Now Assist feature for their CSM module, it still needs a lot of work to do.

I would like to add that the Gen AI aspect is the main focus and there is a need for automated workflows also, but the primary suggestion is that Gen AI is the need. Quick case resolutions through AI is one of the most valuable use cases.

I have been working in my current field for more than four years.

ServiceNow Customer Service Management is stable as of now.

ServiceNow Customer Service Management's scalability is such that it is scalable to a large extent as it can be integrated with other applications as well. We can have our own infrastructure, but then we can integrate it with ServiceNow Customer Service Management.

The customer support from ServiceNow is good. Whenever we raise high cases, we do get a response in minimum TAT.

Before using ServiceNow Customer Service Management, we used a manual solution where customers used to call us directly and then we manually created cases in our Excels or maybe recorded them in our notebooks and that's how we used to resolve issues for the customers.

ServiceNow Customer Service Management is deployed in my organization using ServiceNow's database only, so it is a private cloud.

Our company has a business relationship with this vendor as we are a reseller. We are also a sort of a partner when it comes to specific modules, but mainly we are a reseller. We provide support to the customers in licensing and then we implement the modules for the customer.

I have seen a return on investment because if Gen AI could come, then there could be a reduction in the number of employees needed to solve the customer support cases for the clients. Since we are growing our customer base, we need more employees actually. ServiceNow Customer Service Management saves time because of the CSM module and it saves money as well.

My experience with pricing, setup cost, and licensing is that these were done by the VP of our company, thus I have no idea about the same.

Before choosing ServiceNow Customer Service Management, we did not evaluate other options as we were using Excel as our customer service management tool. While choosing a better software, we knew that ServiceNow is the best leading in CSM. That's why we chose ServiceNow Customer Service Management.

My advice for others looking into using ServiceNow Customer Service Management is that while purchasing the ServiceNow Customer Service Management module, do take care of the requested and useful APIs and plugins. Also, once you purchase your CSM instance, do choose a better vendor or a third party for all your implementations on the ServiceNow instance.

I have no additional thoughts about ServiceNow Customer Service Management before we wrap up as it is a good tool, and I would suggest every company to switch to ServiceNow Customer Service Management. I would rate this product a 9 out of 10.

Private Cloud

Other

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

I have reviewed ServiceNow Customer Service Management as a tech advisor. I have not worked on it directly.

ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window. It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent. It helps to create a shared services organization, reducing the operational complexity and facilitating a more unified service delivery. It consolidates all service desks under one umbrella, enhancing efficiency.

The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions.

I have reviewed it over the last two years because it's an upcoming solution.

It is a stable solution. I would rate it as eight or nine out of ten.

It is scalable, scoring an eight or nine. However, scalability can lead to performance issues.

You need an intermediate partner to support ServiceNow. It is better because partners have a deep understanding of the code and configuration challenges. I rate the technical support as six out of ten.

Neutral

Templatized rollouts would be very useful for ServiceNow Customer Service Management because you are working on centralized customer data across all channels. Simplifying processing and streamlining manual tasks would make the process more consistent.

As mentioned, it helps in creating shared services and brings efficiency, though I may not have the metrics in terms of specific savings or benefits in dollar terms.

It is a powerful tool. Large enterprises should experiment with it, while medium enterprises should consider alternative solutions. I would rate the overall solution as seven out of ten.

Public Cloud

Other

There are two different modules that are actually interconnected: ITSM in the back end and CSM in the front end. The advantage of using ServiceNow Customer Service Management is that I do not need to expose all ITSM data to the customer, as the customer is not concerned about the technical backend. For example, if there are network-related issues, the customer just wants to ensure their ticket is resolved within the given SLA. ServiceNow Customer Service Management allows me to provide customers with the data they need while maintaining backend ITSM processes.

The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes. It is very easy to configure based on customer needs and can be customized with minimal coding. It is a low-code, no-code solution, meaning I do not need to do extensive programming. Recent advancements include AI features that automatically guide functionality. The system helps implementers and developers by suggesting necessary code modifications based on specific needs.

While ServiceNow Customer Service Management has many advantages, there are some cons. If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades. For example, when upgrading to a newer version, the system may introduce a feature already customized, necessitating inactivation of previous update sets. This need for careful management of customizations during upgrades can be seen as a downside.

I have been using ServiceNow for more than six years, specifically focusing on CSM and ITSM.

Regarding the configuration or the customization, it is straightforward. Since it is a no-code, low-code solution, it is very handy for developers. It is not that complex.

I would rate the scalability of the product as nine out of ten, indicating it is very scalable.

Tech support has not been approached much.

Positive

I have switched from using Tableau, Power BI, or other BI tools to using ServiceNow Customer Service Management.

We are a gold partner and a premium partner with ServiceNow, providing services to our end customers. I work as part of the implementation team, developing and implementing functionalities within ServiceNow Customer Service Management.

ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.

Regarding the overall solution, I would rate it eight out of ten.

Private Cloud

Other

The primary use case involves creating a lot of workflows related to environment management and services, which are used by customers to enhance their customer service. This involves activities such as managing camping events and obtaining permissions for events in national parks. We designed and automated these workflows using ServiceNow Customer Service Management.

ServiceNow Customer Service Management offers valuable features such as workflow management, an approval cycle, and integration with a payment gateway, which allows for payments to be made using the system. The application engine is useful for modifications that are not native in the system. Additionally, there are integrations with governmental services, which are beneficial for our requirements.

Connectivity with AI tools could be improved to facilitate easier orchestration and management. There should be a district address addition to ensure there is auditing for configuration changes, as it is important to follow practical rules and best practices to avoid misconfigurations caused by different developers doing things their own way. We need a recommendation and auditing system.

I have been working with ServiceNow Customer Service Management for around eight months.

During deployment, we faced challenges like upgrading from an on-premises version, as there were multiple ways to achieve the same tasks, which created challenges. Clear guidelines are needed to standardize these processes.

ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7. Except for one issue during an integration, we have not experienced any crashes or outages.

The solution is scalable and offers high scalability as new features are added regularly. It supports the addition of many workflows or activities, making it suitable for various business needs.

The initial setup of ServiceNow Customer Service Management was easy and straightforward, although there are many ways to set it up. I would rate it a seven out of ten for ease of setup.

First, we gathered requirements from the customer, designed the BRD documents, and obtained customer approval before installation. We selected appropriate tools and configurations for the system, ensuring it meets specific needs.

ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year. While suitable for enterprises and medium-sized clients, it may be cost-prohibitive for smaller businesses.

I would rate ServiceNow Customer Service Management a seven out of ten overall. I recommend it to others, but with a caution regarding the price. Customers should ensure that configurations follow best practices to prevent issues.

On-premises

When it comes to ServiceNow Customer Service Management, my company deals with a lot of vendors. My company manages infrastructures, deployments, and different products from different vendors with the help of ServiceNow Customer Service Management. My company helps with the creation of use cases for our clients since ServiceNow does not provide help for the maintenance of the infrastructure. The maintenance of the solution is taken care of by a third party.

The most valuable feature of the solution is that it is easy to maintain records and cases, especially if you deal with multiple vendors and customers or if you are handling a B2B business model.

The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers.

Though our company prefers to implement the solution directly out of the box, we need better customization capabilities if there are some complex requirements from the customers.

I have been using ServiceNow Customer Service Management for the last three years. My company has a partnership with ServiceNow.

Stability-wise, I rate the solution a nine out of ten.

Scalability-wise, I rate the solution a nine out of ten.

More than 4,500 employees in my company use the solution.

The solution's technical support is fast whenever needed. I rate the support team a nine out of ten.

Positive

I rate the initial setup phase of the solution an eight on a scale of one to ten, where one means a difficult setup phase, and ten means an easy setup phase.

The setup phase of the solution was straightforward.

The solution is deployed on a private cloud from AWS.

The solution's deployment phase was done in six months.

A team of six people, including developers, architects, and business analysts, were required to deploy the solution.

Price-wise, I feel the product is okay.

I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive.

In my company, a different team looks after the maintenance phase of the solution.

Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good.

I recommend the solution to those who plan to use it.

I rate the overall solution a ten out of ten.

Private Cloud

Amazon Web Services (AWS)

I am mainly involved in service management, specifically change management, internal management, problem management, service request management, and knowledge management. These are the key areas.

The integration capabilities of ServiceNow are wonderful. I can integrate it with different tools and various platforms to get the job done. This is one of the most powerful features. The workflows provided by the platform are amazing. They save me a lot of time, and the automatic notification process eliminates the need for me to seek approvals or send reminders. The roles and responsibilities are clearly defined, and the process is driven by the workflow, which is a significant advantage of ServiceNow.

I do not have any notes for improvements.

I have used the solution for roughly seven to eight years.

I have experienced no issues.

I have not directly interacted, however, we have a dedicated team for this purpose.

Neutral

The initial setup was straightforward. It was very small and systematic, and we did not encounter any issues.

Choosing ServiceNow was an organizational decision, so it was not my personal choice. I have always worked with ServiceNow.

ServiceNow is the best platform for our kind of work. No other platform comes close. I would rate it ten out of ten. 

The product does not cater to businesses of every scale and budget. A business I used to work for did provide entry-level offerings through a shared arrangement, which is not ServiceNow's preference, but it allowed small companies to explore the ServiceNow Customer Service Management platform.

I have been working with ServiceNow for two and a half years. 

The product is satisfyingly stable. Most of the customers of ServiceNow Customer Service Management for our organization were large-scale enterprises. 

It's a scalable solution. 

Our company is an elite partner, so we have a strong relationship with ServiceNow. Our organization has received excellent tech support for ServiceNow Customer Service Management. I would rate the tech support a seven out of ten. 

Neutral

I believe the initial setup is straightforward as there is no market entail highlighting the deployment process as difficult for the solution. Some large-scale transformation projects with the product can take two or three years. The average deployment span of ServiceNow Customer Service Management can be around two to four weeks. 

Some efforts are needed to maintain ServiceNow Customer Service Management. The product vendor takes care of the upgrades and management as part of the solution's maintenance. There are factors around optimization that are beyond the traditional offerings of ServiceNow Customer Service Management. One professional is enough to maintain the solution. 

There are many instances where the solution has been deployed in isolation of the desired business outcomes. Many customers in our company did not get an ROI from the product because of the aforementioned circumstances.

Our company reviews the deployment factors and fixes them based on the business factors so our customers can realize an ROI for ServiceNow Customer Service Management. Overall, the solution has a great ROI, which also depends on the quality of the solution partner. Clarity of the product, consultation and the client's own business understanding are other factors that influence the overall ROI. 

The product has a premium price. 

ServiceNow Customer Service Management is becoming more popular and the vendor is being looked upon as a competitor in the CRM sector. It's beneficial to have one ecosystem that can naturally be integrated across different functions. The products from ServiceNow are starting to scale horizontally and are building a huge reputation. 

Digitizing any workflow provides transparency, communication, connectivity, tracking, reporting, management adherence, and application of SLAs, all of those are the benefits that you get out of ServiceNow Customer Service Management.

Automation capabilities in the solution help the customers to focus more on their core business. Productivity, process governance, and risk reduction are other benefits of ServiceNow's automation. Human labor and interactions can be minimized with automation features from the vendor. Automation enhances response time and leverages plug-ins such as AI for optimization. 

ServiceNow Customer Service Management is considered a premium tool with top-notch offerings, and it's priced accordingly. Having substantial information about the product and the industry helps a potential customer or user identify trends, well-performing features and problematic areas with the solution. This knowledge helps a potential customer of ServiceNow Customer Service Management make effective decisions based on data. I would rate the solution an eight out of ten. 

I would advise others looking to adopt the solution to ensure that the product addresses the pain points and the business objectives before they purchase and deploy it.