Reseña de ServiceNow: ventajas, desventajas, funciones y precios
ServiceNow destaca por sus dinámicas capacidades de integración, lo que garantiza que tu equipo pueda gestionar eficazmente las interacciones con los clientes y optimizar los flujos de trabajo.
Revisamos las herramientas de manera independiente, y las comisiones ayudan a financiar nuestras pruebas. Consulta nuestra política de transparencia, nuestra metodología o sugiere una herramienta.
ServiceNow is an enterprise customer service software built for organizations that need to connect customer-facing support with back-end operations, IT, and field service workflows. I'd consider it if your team is managing complex, cross-departmental service processes that a dedicated help desk like Salesforce Service Cloud can't easily tie together—ServiceNow's strength is in orchestrating those workflows across your entire organization, not just managing tickets.
ServiceNow Evaluation Summary
4.4/5
- Pricing upon request
- Free demo available
Por qué confiar en nuestras recomendaciones de software
6,700+
Reviews
20
Industry experts
16+
Evaluation factors
14
Years
Nuestro equipo lleva probando y evaluando software desde 2012. Como líderes de CX, sabemos lo difícil —y lo importante— que es elegir el software adecuado.
Para esta guía, evaluamos las herramientas mediante pruebas prácticas e investigación independiente, puntuando las herramientas según nuestros criterios de selección.
Nuestras reseñas reflejan nuestro criterio editorial humano, no un discurso de ventas.
Gui DrusinaCreative Director
Tim FisherVP of AI
ServiceNow Overview
In my opinion, ServiceNow is a solid choice for large enterprises needing robust customer service management and ITSM capabilities. It excels with its integration capabilities and dynamic features, making it ideal for industries like IT and healthcare. However, its pricing may deter smaller businesses. Compared to ServiceNow alternatives, the onboarding isn't the smoothest, but once set up, it offers powerful tools. For teams needing thorough customization and scalability, it's worth considering. ServiceNow reviews on platforms like industry forums highlight its comprehensive feature set, but note the steep price tag.
Pros
- Powerful automation tools to streamline your team's workflow.
- Customization options for tailoring solutions to specific needs.
- Excellent reporting features for tracking and analyzing performance.
Cons
- User interface can be complex, making it hard to navigate.
- Onboarding can be time-consuming, impacting initial productivity.
- It may require extensive training to fully utilize all features.
Is ServiceNow Right For Your Needs?
Who Would be a Good Fit for ServiceNow?
ServiceNow is ideal for large enterprises in IT, healthcare, and finance, where you need robust automation and customization through the Now Platform. Its powerful workflow automation helps your team handle complex workflows efficiently through the ServiceNow ITSM and ITOM modules.
If your department requires detailed reporting and performance analytics, ServiceNow's features will support your goals. Teams needing tailored solutions will benefit from its customization capabilities and no-code development options for end users.
- IT DepartmentsServiceNow excels in automating IT service management, reducing manual tasks for your team through incident management and service requests. The platform helps IT teams troubleshoot issues effectively with in-depth analytics.
- Healthcare OrganizationsIt ensures efficient patient service management through its customizable workflows and reporting tools. Healthcare organizations benefit from change management and compliance features that help manage the lifecycle of patient services.
- Finance CompaniesYour finance team can streamline complex operations with ServiceNow's automation features and asset management capabilities for regulatory compliance.
- Large EnterprisesServiceNow's scalability suits large organizations needing comprehensive service management through the Now Platform with multiple modules for different departments.
- Customer Support TeamsIts robust features help your support team manage customer interactions and improve service quality through help desk functionality and service request management.
- Operations DepartmentsServiceNow supports your IT operations with detailed analytics and efficient workflow automation for managing complex workflows across the organization.
Who Would be a Bad Fit for ServiceNow?
ServiceNow may not suit small businesses or startups where budgets are tight, and simplicity is key. Its complex interface and extensive features can overwhelm teams needing a straightforward solution.
If your team lacks the time or resources for detailed onboarding and training, ServiceNow's setup may hinder your productivity. Smaller teams might find its capabilities excessive for their needs, given the price tag.
- Small StartupsThe complexity, price tag, and extensive modules of ServiceNow can be overwhelming for your startup's limited resources and needs.
- Non-Technical TeamsIf your team lacks technical expertise, ServiceNow's interface might be too complex to navigate effectively without software development experience, impacting usability.
- Budget-Constrained CompaniesServiceNow's pricing can strain your budget without delivering proportional value for smaller operations compared to ServiceNow alternatives.
- FreelancersAs a freelancer, you might find ServiceNow's extensive features and modules unnecessary for your solo work and project management needs.
- Retail ShopsRetail shops often need simpler systems that ServiceNow's complex solutions and ITSM capabilities don't cater to.
- Local NonprofitsLocal nonprofits might find ServiceNow's setup and maintenance too resource-intensive for their limited staff and IT management capabilities.
Cómo Probamos y Evaluamos Herramientas
Hemos pasado años construyendo, refinando y perfeccionando nuestro sistema de evaluación y puntuación de software. La rúbrica está diseñada para capturar los matices de la selección de software y lo que hace que una herramienta sea eficaz, centrándose en los aspectos críticos del proceso de toma de decisiones. A continuación, puedes ver exactamente cómo funcionan nuestras pruebas y puntuaciones en siete criterios. Esto nos permite ofrecer una evaluación imparcial del software basada en funcionalidad principal, características destacadas, facilidad de uso, incorporación, soporte al cliente, integraciones, opiniones de clientes y la relación calidad-precio.
Funcionalidad Principal (25% de la puntuación final)
El punto de partida de nuestra evaluación siempre es la funcionalidad principal de la herramienta. ¿Tiene las funciones básicas que un usuario esperaría? ¿Alguna de esas funciones principales está bloqueada en planes de precios más altos? Consideramos que una herramienta debe estar a la par de las capacidades básicas de sus competidores.
Características Destacadas (25% de la puntuación final)
A continuación, evaluamos aquellas características poco comunes y destacadas que superan la funcionalidad principal típica de herramientas de ese tipo. Una puntuación alta refleja funciones especializadas o únicas que hacen que el producto sea más rápido, eficiente o que aporte un valor adicional al usuario. También evaluamos lo fácil que es integrar la herramienta con otras que típicamente se utilizan en el ecosistema tecnológico para ampliar la funcionalidad y utilidad del software. Las herramientas que ofrecen abundantes integraciones nativas, conexiones de terceros y acceso a API para integraciones personalizadas obtienen la mejor puntuación.
Facilidad de Uso (10% de la puntuación final)
Consideramos lo rápido y sencillo que es ejecutar las tareas definidas en la funcionalidad principal usando la herramienta. El software que puntúa alto está bien diseñado, es intuitivo, ofrece aplicaciones móviles, proporciona plantillas y hace que tareas relativamente complejas parezcan sencillas.
Incorporación (10% de la puntuación final)
Sabemos lo importante que es la rápida adopción del equipo en una nueva plataforma, así que evaluamos lo fácil que es aprender y usar una herramienta con poca formación. Evaluamos cuán rápido un miembro del equipo puede configurarse y comenzar a usar la herramienta sin experiencia. Las soluciones mejor puntuadas requieren poco o ningún soporte.
Soporte al Cliente (10% de la puntuación final)
Revisamos lo rápido y sencillo que es salir de un atasco y encontrar ayuda por teléfono, chat en vivo o una base de conocimientos. Las herramientas y empresas que brindan soporte en tiempo real obtienen la mejor puntuación, mientras que los chatbots obtienen la peor.
Opiniones de Clientes (10% de la puntuación final)
Más allá de nuestras propias pruebas, consideramos el puntaje neto del promotor de los clientes actuales y anteriores. Revisamos la probabilidad de que elijan la herramienta nuevamente para la funcionalidad principal. Un software con alta puntuación refleja un alto puntaje neto del promotor por parte de clientes actuales o anteriores.
Relación Calidad-Precio (10% de la puntuación final)
Por último, considerando todos los demás criterios, analizamos el precio promedio de los planes de nivel inicial frente a las funciones principales y valoramos el resto de los criterios de evaluación. El software que ofrece más por menos obtiene una mayor puntuación.
Core Features
Incident Management: Track and resolve incidents efficiently with real-time updates through the help desk module. Your team can prioritize tasks and improve response times while managing service requests.
Knowledge Management: Create a centralized repository for all your team's information. It helps you share insights and reduce repeated inquiries through a comprehensive knowledge base.
Service Catalog: Offer a detailed list of services your team provides through the service catalog module. Users can easily request services, making your work more organized for end users accessing the platform.
Workflow Automation: Automate routine tasks to save your team’s time. It allows you to focus on more complex issues without manual intervention, increasing the efficiency of IT operations.
Performance Analytics: Gain insights into your team's performance with detailed reports through the dashboards. It helps you identify trends and improve service delivery with in-depth analytics.
Self-Service Portal: Empower customers to find solutions independently, reducing your team's workload by handling common queries and service requests.
Ease of Use
ServiceNow's user interface can be daunting for your team, especially if you're not tech-savvy, affecting overall usability. Its complex layout requires time to learn, impacting initial productivity. While it offers powerful features, the steep learning curve might frustrate users looking for simplicity. Training is essential to unlock its potential, but once familiar, you'll appreciate the depth of functionalities it offers through its modules. Compared to the competition, ServiceNow demands more effort to master, but its robust capabilities can be worth it. The platform's no-code options help reduce the technical barrier for some tasks.
Integrations
ServiceNow integrates with SAP S4 HANA, Oracle HCM Cloud, Google Directory, Legal Tracker, Microsoft 365, Salesforce, Slack, Jira, Azure, and Okta. The platform also supports integration with various CRM systems and enterprise tools.
ServiceNow also offers an API and connects with third-party integration tools to enhance its integration capabilities, creating a comprehensive ecosystem of custom workflows for enterprises.
ServiceNow Specs
- Analytics: Yes
- API: Yes
- Batch Permissions & Access: Yes
- Call Integration: Yes
- Chat: Yes
- Contact Management: Yes
- Contact Sharing: Yes
- CRM Integration: Yes
- Customer Management: Yes
- Customer Service: Yes
- Dashboard: Yes
- Data Export: Yes
- Data Import: Yes
- Data Visualization: Yes
- Email Integration: Yes
- Escalation Management: Yes
- External Integrations: Yes
- Instant Chat Integration: Yes
- Knowledge Base: Yes
- Lead Management: Yes
- Lead Scoring: Yes
- Multi-User: Yes
- Notifications: Yes
- Real-time Alerts: Yes
- Scheduling: Yes
- Self-service Portal: Yes
- Social Media Integration: Yes
- Support Forum: Yes
- Third-Party Plugins/Add-Ons: Yes
- Ticket Management: Yes
- Workflow Management: Yes
