キャプテラ - 企業の最適な
ソフトウェア選びをサポートし15年

ServiceNowとは

計画から運用まで、ITのバリューチェーンを変革します。

ServiceNowの製品詳細

良いポイント:

The cost per licenses is a bit high for a fulfiller and hope service now can bring it down a bit.

改善してほしい点:

ServiceNow has a steep learning curve, and I'm not sure how necessary it is. There are a lot of features sure, but finding what you need can be very difficult at times.

ServiceNowの評価

評価ポイント

使いやすさ
4.2
カスタマーサービス
4.3
機能
4.4
価格の妥当性
4.2

おすすめ度

8.4/10

ServiceNowの総合評価は4.5/5です。 (キャプテラに寄せられた242件のレビューより集計)。

ServiceNowを使用したことがありますか?

あなたのレビューを投稿しませんか?

レビューを絞り込む (242件)

匿名レビュアー
情報技術、情報サービス, 10,000+人規模の会社
使用期間: 1年以上
投稿経路

カスタマイズできすぎてしまう

1.0 昨年

良いポイント:

チケットの内容から粒度まで、設計時にカスタマイズ出来過ぎる部分が多く、ページの設計者から利用者までの全員がチケットの文化やベストプラクティス を理解しているという理想的なチームであれば、有利に働く。

改善してほしい点:

チケットの内容から粒度まで、設計時にカスタマイズ出来過ぎる部分が多く、運用をきちんとイメージした設計ができないと、複雑で煩雑な仕様になりやすい。また、GUIも無駄な機能が多すぎるため、本当にアクセスしたいページまでのジャーニーが長すぎる。

Brandon
Brandon
アメリカのPress Assistant
認証済みLinkedInユーザー
情報技術、情報サービス, 1,001~5,000人規模の会社
使用期間: 6~12か月
投稿経路

I used ServiceNow in a Desktop Support Role

5.0 3 年前

製品を使ってみた感想: I used ServiceNow daily, almost hourly to be honest, as a Level 2 Desktop Support Agent. It replaced vFire which was getting slow and agonizing to work with. Tickets would come in and we would perform the work and move the ticket along and/or close it altogether depending on the job. I liked using it and felt it was very robust and powerful while still being nimble and problem free.

良いポイント:

ServiceNow is fast and issue free so long as it's setup correctly. The interface is simple and easy to understand. The learning curve, unlike older software, is practically nonexistent.

改善してほしい点:

Sometimes tasks can have subtasks that are nested so deeply that they can be missed on first glance. I wish the software had a simpler nesting system.

Terry
オーストラリアのIT manager
公共施設, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

ServiceNow is very advanced tool but very expensive.

5.0 6 か月前

良いポイント:

ServiceNow is the leading ITSM tool in the market. It offers a comprehensive range of features and capabilities that can meet any business needs. It is constantly updated with new versions that bring more innovation and value to its customers.

改善してほしい点:

ServiceNow is not a cheap option when it comes to ITSM tools. It can be a significant expense for organizations that have limited budgets and need quick results. ServiceNow requires a long implementation process that involves multiple stages and customizations. It also demands a dedicated staff member to maintain and manage the tool effectively.

認証済みレビュアー
認証済みLinkedInユーザー
病院、ヘルスケア, 10,000+人規模の会社
使用期間: 1年以上
投稿経路

ServiceNow, an excellent solution

5.0 2 か月前 新着

良いポイント:

The customizability and integration options in ServiceNow are fantastic. Being able to link knowledge base, inventory systems, and ticketing systems in one stop is amazing.

改善してほしい点:

Some of the features seem to be a bit redundant and I'd prefer that the base software roughly stay the same instead of any unnecessary layering.

Mihir
アメリカのInformation Security Intern
教育管理, 51~200人規模の会社
使用期間: 6~12か月
投稿経路

検討した類似製品:

Easy to setup but limited features

3.0 2 年前

製品を使ってみた感想: We use service now every time a change request needs to be raised our experience has been fine but the UI is very bad.

良いポイント:

It's easy to setup and has limited features without overwhelming the user

改善してほしい点:

The features are limited and UI is very bad

Zain
Zain
英国のSupport Team Lead
認証済みLinkedInユーザー
情報技術、情報サービス, 5,001~10,000人規模の会社
使用期間: 1年以上
投稿経路

Using Service Now as a Team Lead

5.0 3 か月前

製品を使ってみた感想: Overall a great experince over the last year or so. My team have greatly loved this new tool and as a LM it has allowed me to focus alot more on metrics and making my team efficient.

良いポイント:

Dashboard and Reporting Ticket Management Customisation I am in the process of setting up automated ticket creations based on application alerts which will be fantastic.

改善してほしい点:

It takes a little time to get your head around the reporting element if you have multiple status's. You have to play with the data to get it spot on, but its fairly easy and you will get the hang of it quickly.

認証済みレビュアー
認証済みLinkedInユーザー
情報技術、情報サービス, 5,001~10,000人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

as a Project lead we customize and use this Product extensevely.

4.0 2 年前

製品を使ってみた感想: I love this Tool because of its ease of use of the tool.
The way they develop the feature is great.
KB and Articles for support documents are good.
ServiceNow Community is great Help and they resolve most of the Issue there the way the Technical person explain and presenation is good.

良いポイント:

all the Modules that we used are ease to use. Documentation is well maintained. Easy to implement. easy to track the changes for Admin Team. Reporting Module is Great for BIz team.

改善してほしい点:

Cost and Product Support. Product road Map dates are not clear.

Lillian
Lillian
アメリカのHuman Resources Generalist
認証済みLinkedInユーザー
病院、ヘルスケア, 10,000+人規模の会社
使用期間: 1年以上
投稿経路

ServiceNow helps us centralize our processes

4.0 8 か月前

製品を使ってみた感想: Our distributed crew was able to get together and focus on a single source of information. Now that all incidences are being recorded in one place, we have more insight into how things are progressing.

良いポイント:

Thanks to ServiceNow, our processes are much more streamlined. Assisted in creating a streamlined operation. Our remote team's efficiency increased once we established a central hub where everyone could access the same, reliable information.

改善してほしい点:

There is some lag time when utilizing the dashboard, but I'm sure this will be addressed in a future update. In addition, I think the report function may use some tweaks.

John
John
フィリピンのGame Release Support
認証済みLinkedInユーザー
コンピュータ・ゲーム, 11~50人規模の会社
使用期間: 2年以上
投稿経路

ServiceNow Review by a Former Helpdesk Technician

5.0 2 年前

製品を使ってみた感想: its all good, the best ticketing software for me. also Jira

良いポイント:

Everything, I love ServiceNow. I used it in 4 different IT BPO companies here in the Philippines.Integration to other systems is really good and helpful.

改善してほしい点:

I can't think of any Cons using ServiceNow, it really depends on the Management or Admin that handles ServiceNow. some management can't utilize ServiceNow's great features.

Rishabh
Rishabh
インドのDirector - Customer Success
認証済みLinkedInユーザー
情報技術、情報サービス, 51~200人規模の会社
使用期間: 6~12か月
投稿経路

検討した類似製品:

A decent tool to manage enterprise operations

4.0 2 年前

製品を使ってみた感想: The overall experience with ServiceNow has been pretty neutral. While there is no denying that the tool serves its purpose, it must evolve on all fronts to stay in the competition. Support, Interface, Design, New features, everything.

良いポイント:

The pricing of the software, in comparison to JIRA, Zendesk, etc.

改善してほしい点:

The interface of the software can be worked upon.

Dipti
アメリカのIT Recruiter
情報技術、情報サービス, 51~200人規模の会社
使用期間: 6~12か月
投稿経路

Great ITSM and Asset mgmt tool

5.0 3 週間前 新着

良いポイント:

Change and Incident management are very user friendly and easy to enahance and mainti

改善してほしい点:

Search functionality can be made more robust and accurate

John
スペインのHelpdesk agent
情報技術、情報サービス, 5,001~10,000人規模の会社
使用期間: 2年以上
投稿経路

Main ticketing tool for a company present in over 60 countries

5.0 昨年

製品を使ってみた感想: From perspective of a Service Desk Agent, Service Now is a solid ticketing tool with lots of customization and integration options, and decent monitoring capabilities. With regard to reporting - it is no match for an Excel spreadsheet, but the option "Export to Excel" is available in any report table :)

良いポイント:

Customization options and integration with with other tools (Nagios) as well as separate instances of Snow. As an example: one of our customers is running their own instance of Service Now. Their users interact with their own instance of Snow: log incidents, create service requests, receive and respond to mail communication. Snow objects from customer instance are then bridged (synced) into our instance of Snow, where they are actioned by fulfillers. User communication, ticket status etc. are then bridged (synced) back into customer instance of snow and reach final users.

改善してほしい点:

There is a learning curve for agents coming from other ticketing tools as well as for new joiners - which is expected. A lot of user guide/process information is openly available, however not all the options described (especially reporting) are available in the version currently deployed by the company, which leads to some areas of tribal knowledge.

認証済みレビュアー
認証済みLinkedInユーザー
情報技術、情報サービス, 10,000+人規模の会社
使用期間: 1年以上
投稿経路

検討した類似製品:

A wonderful and probably the best ticket and change management tool

4.0 2 年前

良いポイント:

Search feature is very powerful and easy to use as it is globalized search. Allows me to see the ticket distribution across my teammates. Supports customization of the change management process.

改善してほしい点:

The frontend design looks a bit old and not much attractive to me personally. Also it is little bit costly. Apart from these 2 things, everything else seems great about ServiceNow.

Dakshina Singh
インドのSoftware Engineer
情報技術、情報サービス, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

Review by DB - ServiceNow

5.0 2 年前

良いポイント:

This feature is very very impactful in day-to-day IT business. From incident management to customer engagement, it provides end-to-end solutions. You have multiple options to display your data in graphical or list formats. It gives multiple filters to generate effective reports. It provides a very easy and feasible way to onboard the users and manage the customer accounts and their cases. Our IT department uses ServiceNow helpdesk services to manage the employee data. The support features from ServiceNow makes it easy.

改善してほしい点:

I do have a few things in mind that ServiceNow can upgrade: 1. They should give the option to edit the comments we make on cases/incidents/changes etc. 2. They should provide the option to perform the search specifically on comments and it should be optimised. 3. There should be option for grid view instead of list view, such that user can go to the next case or incident and update them side-by-side. Currently if we filter out 10 cases, we have to open them all in separate tab to work on it. It should be managiable using same tab only.

Ryan
カナダのAnalyst Developer
通信, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

As Flexible as it is Functional

4.0 3 年前

製品を使ってみた感想: We've been using ServiceNow for 5+ years and it has really transformed our Service Desk and Customer Service teams ability to work with the customer.

良いポイント:

ServiceNow is such a user friendly product. Their out of the box modules require very little customization to get you up and running using a wide suite of available modules, there's not a lot ServiceNow can't do.

改善してほしい点:

Over-customization can make upgrading time consuming but there are plenty of guides to assist you with this process.

Gajendra
Gajendra
ルクセンブルクのIT Specialist
認証済みLinkedInユーザー
情報技術、情報サービス, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

Service Now Review

5.0 3 年前

製品を使ってみた感想: For me it very good, specially the change.very easy to create change and follow up with the different parties.

良いポイント:

Amazing tool for change incident and CMDB management. I am using this tool for change and incident and I found it best among the tools I used. Design the too the way you want. Very simple user interface and make process very easy. With any experience user can use this tool

改善してほしい点:

Nothing as I am aware of as for me this is best and the way service now is improving , I have nothing what I can this as an improvement.

Hamzat
ナイジェリアのApplication Support Analayst
情報技術、情報サービス, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

Best ITSM tool

5.0 3 年前

良いポイント:

Service now makes integrating workflow automation easy. I am able to carry out multiple IT Service management activities, ranging from incident management to Change management. it helps to aid accountability, you are able to view the work effort of each employee and the time it takes for incidents to be resolved in line with SLA. With Service now, I am able to view all task and incidents raised to my team at every particular point in time, assign them to appropriate team for resolution and also follow up on resolution. It also provides a platform where i am able to identify trends and recurring issues. The dashboard allows me to view all related activities at a glance, for me it is the best ITSM tool .

改善してほしい点:

From NON -IT user perspective, it is difficult to work around the platform, it needs etxra training to educate users on how to use it. Asides that it is a great ITSM tool.

Edrick
フィリピンのProcess Associate
人材, 501~1,000人規模の会社
使用期間: 2年以上
投稿経路

Great Ticketing Tool!

5.0 3 年前

製品を使ってみた感想: Overall, this is a great software to organize and manage requests and concerns in mid to large businesses.

良いポイント:

This software have extensive features which allow us users to work more efficiently. Managing request and concerns of our employees has been easier because they can create raise it through chat or ticket/case in this software anytime. Communication by users and administrators have been easy because they can follow-up through the software or even via email. Dashboard also can be customized depending on the user's needs. It also has a Knowledge Base Management attached to it which allow administrators to clarify or countercheck their responses/resolutions to the tickets/cases.

改善してほしい点:

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.

認証済みレビュアー
認証済みLinkedInユーザー
病院、ヘルスケア, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

SaaS based enterprise ticketing, change management, and configuration management

5.0 3 年前

製品を使ってみた感想: We use ServiceNow for managing support requests coming in to IT, for IT change management, and application configuration management. It has proven to be stable and reliable.

良いポイント:

The product is fairly easy to use if you are tracking and resolving service tickets or change requests. I like being able to granularly customize my dashboard.

改善してほしい点:

This is a little more complicated for things like configuration management and opening a support request (from a support provider perspective). There are just a lot of steps and a lot of information to fill out. I would recommend having a couple of ServiceNow experts who can help standardize workflows and provide training for these more complicated tasks. Also, the dashboard can get too cluttered if you let it.

Faith
ケニアのCustomer Service Specialists
農業, 501~1,000人規模の会社
使用期間: 2年以上
投稿経路

We all like timely results, try ServiceNow. It gives exactly that.

5.0 9 か月前

製品を使ってみた感想: Try ServiceNow. It has performed really well for me and gives results quickly saving time and energy.

良いポイント:

Am happy with ServiceNow for many reasons but the most helpful of them all is the response time. It is very quick and super active. It can manage multiple tasks at a go and still give accurate and reliable results. ServiceNow is user friendly. It's pricing is reasonable and affordable.

改善してほしい点:

ServiceNow has it all. No challenging processes or hard to understand features. Launching and implementation is simple. Am glad to be the administrator.

Troy
アメリカのSoftware Engineer
病院、ヘルスケア, 10,000+人規模の会社
使用期間: 1年以上
投稿経路

Lots of Features But Not Easy to Use

5.0 3 年前

製品を使ってみた感想: My overall experience with ServiceNow skews negatively because it's not easy to find what I want, the only somewhat saving grace is the built-in favorites you can save for commonly used areas.

良いポイント:

ServiceNow has a lot of features that are all in one place. This includes tracking incidents, requests, change controls, paging, timesheets and more. It's also quite customizable because you can create your own dashboards with whatever information you want.

改善してほしい点:

ServiceNow has a steep learning curve, and I'm not sure how necessary it is. There are a lot of features sure, but finding what you need can be very difficult at times. If I know exactly what I'm looking for, it can be easy, but if I don't remember if something was an 'Incident', Request, change, or something else, it can be very difficult for me to find. I don't see an easy way to just view everything that's assigned to me, regardless of what it is.

認証済みレビュアー
認証済みLinkedInユーザー
情報技術、情報サービス, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

Excellent Incident tracking Tool

5.0 2 年前

製品を使ってみた感想: Excellent tool and request & Incident tracking and reporting purposes

良いポイント:

Ease of use, User friendly and good User Interface.

改善してほしい点:

Having autorouting feature will greatly help manual assignment

認証済みレビュアー
認証済みLinkedInユーザー
コンピュータ・ソフトウェア, 10,000+人規模の会社
使用期間: 1年以上
投稿経路

Automation platform for ticketing services.

5.0 2 年前

製品を使ってみた感想: Best overall, have been effectively working with ITSM modules and working with Incidents, problems, change , catalog items .

良いポイント:

The best feature I liked about its workflows, the way it is implemented in a backend process for tasks, approvals , and autopopulating required fields etc are signs of great features. Also its integration service that allows clients about their stages of requests. Also in problem tasks the way it creates a RCA ti avoid further incidents count on as great features of ServiceNow.

改善してほしい点:

The SLA is what I dislike because there are some tasks that require greater time than the expected time also in catalog items in variable type as multiple choice if we want to hide a choice it is not possible and requires DOM scripting because of which in future relaeses of new versions it could create an issue.

Uddipan
インドのData Engineering Manager
コンピュータ・ソフトウェア, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

Centralised IT services management

5.0 2 年前

製品を使ってみた感想: Experience is great as it supports many use cases needed by the organisation. API integration makes it easier to raise incidents remotely and assign it to appropriate teams. Custom forms helps to solve any access related self service needs.

良いポイント:

Service Now is a one stop solution for most of IT departments needs which promotes and enables Self service for several use cases. Request, incident management, approval workflows, incident reports are some of the very useful functionalities of service now.

改善してほしい点:

Sometimes UI response it bit slow which makes users to wait before form response.

Vincent
Vincent
アメリカのIT service manager
消費財, 10,000+人規模の会社
使用期間: 6~12か月
投稿経路

Really helped our team manage requests and tickets

4.0 5 年前

製品を使ってみた感想: Great. Definitely recommend this for large businesses with multiple different departments and employees where you need to have a reasonably large IT department to hep process application requests, troubleshooting and equipment requests and more!

良いポイント:

The ease in which it kept track and managed IT ticket requests. You could easily see the queue and also do tons of data analytics from response times, to ticket requests per month per department, and how often tickets had to be escalated. The cloud-based platform really helps your reomte workers have access to a live database that was updated and always "correct." This was also extremely affordable for all the different capabilities it added.

改善してほしい点:

The service technicians aren't always available as spelled out in the service agreement. Luckily we didn't have issues with this often and we were able to resolve issues on our own or could wait it out until it was fixed.