3.9 out of 5 (19 Ratings)

19 Verified Reviews

Knowledge Management, ServiceNow - Customer Service Management

user interface is fairly good

user interface is fairly good

Knowledge Management

Deployed Knowledge with PPM

We implemented Knowledge in conjunction with our PPM rollout. We have had some concerns with the flexiblity of the tool. It is difficult to create articles and the presentation of the information is not always what we would like to see. From the user standpoint it is difficult to find articles and we found it hard to group and sort things. We are hoping in our next upgrade that this toolset will be improved and simpler to use.

Knowledge Management

Excellent tool to improve IT operational effectiveness and reduce training curve

Great products and great integration, just expensive

ServiceNow - Customer Service Management

Implementation was well documented

Helpful and had good online service

Knowledge Management

Great KB if you implement correctly.

Service now is a great KB article base. If you build it correctly it is a very powerful tool that can easily store knowledge articles easy for everyone to access.

ServiceNow - Customer Service Management

Service Now Experience

Stable software that provides simple robust tools to document and report.

ServiceNow - Customer Service Management

Getting the right service

Vendor was really easy to work with.

ServiceNow - Customer Service Management

Service Now - The "kitchen sink"?

Vendor seems to be fairly responsive to any issues reported, and resolves issues quickly.

ServiceNow - Customer Service Management

Customization capabilities are end less

The customization functionality in Service Now enables it to be taoilred to individual company needs.

Knowledge Management

Scalable solution but extensive customization can present challenges

Knowledge base has helped organization consolidate service delivery and improve service for clients, but ongoing customization and recent upgrade have presented caused glitches in performance and design. Strong features include workflow process, integration with institution's single sign-on, and scalability. Feedback reporting still needs work and is not always reliable.