ServiceNow Customer Service Management Reviews

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.

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 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.

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.

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 solution is used for the Incident, Problem, and Change modules. The CMDB module was also used for asset management. We evaluated the ITOM solution for integrating the cloud landscape. Since we had some budgetary issues, we did the first scan using the tool and later maintained it offline using the standard copy.

The product provides flexibility in managing and categorizing the incidents. The reporting features helped us understand the trends well. Integrations are very easy.

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.

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.