ServiceNow Ticketing Tool, which helps to resolve company issues.

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Gopi Palem1
Tera Contributor

‎02-09-2023 08:51 AM - edited ‎02-09-2023 08:59 AM

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SatyakiBose
Mega Sage

‎02-09-2023 11:03 PM

Hello @Gopi Palem1 

Firstly, its a wrong conception that ServiceNow is a 'ticketing tool'.

It's a platform, on which multiple ITIL, HR, Finance, Legal concepts can be implemented.

Handing incidents, problems, and changes and other Service Management features is a module within the Now platform.

 

And some correction which you might consider:

  1. When coming to UX, there is never any unnannounced changes. For ex - the Next UI Experience. It was informed way in advanced. And the developers keep in mind that a lot if user are comfortable with the old UIs. So they keep both UI, and leave it upto the customers to decide which UI to use.
  2. I haven't seen any other platform or application with a better UI. May I know which application or tool are you comparing to, when you say that it has 'less interactive user interface'
  3. If the business has the processess in place, the platform can work smoothly with multiple owners.
  4. If the search is configured correctly, then the results that you get can help you achieve resolution much faster. The Support instance 'Hi' and a robust search feature. You just need to know how to use it correctly. I guess, you haven't used the AI search and NLU module within the platform.

These are some of the issues that you had mentioned above, which I can prove you wrong when compared to other applications.

 

Also, it seems that the same points you mentioned here are provided here - What is ServiceNow Ticketing Tool

I wouldn't simply copy paste some stuff on the internet without doing any research myself.

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SatyakiBose
Mega Sage

‎02-09-2023 11:03 PM

Hello @Gopi Palem1 

Firstly, its a wrong conception that ServiceNow is a 'ticketing tool'.

It's a platform, on which multiple ITIL, HR, Finance, Legal concepts can be implemented.

Handing incidents, problems, and changes and other Service Management features is a module within the Now platform.

 

And some correction which you might consider:

  1. When coming to UX, there is never any unnannounced changes. For ex - the Next UI Experience. It was informed way in advanced. And the developers keep in mind that a lot if user are comfortable with the old UIs. So they keep both UI, and leave it upto the customers to decide which UI to use.
  2. I haven't seen any other platform or application with a better UI. May I know which application or tool are you comparing to, when you say that it has 'less interactive user interface'
  3. If the business has the processess in place, the platform can work smoothly with multiple owners.
  4. If the search is configured correctly, then the results that you get can help you achieve resolution much faster. The Support instance 'Hi' and a robust search feature. You just need to know how to use it correctly. I guess, you haven't used the AI search and NLU module within the platform.

These are some of the issues that you had mentioned above, which I can prove you wrong when compared to other applications.

 

Also, it seems that the same points you mentioned here are provided here - What is ServiceNow Ticketing Tool

I wouldn't simply copy paste some stuff on the internet without doing any research myself.

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