--- description: Scopri le funzionalità di ServiceNow Customer Service Management, i dettagli del prodotto, chi utilizza il software e quali sono i prodotti suggeriti. Attraverso le recensioni di utenti verificati potrai capire com’è la user experience, l’assistenza post-vendita e molto altro. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: ServiceNow Customer Service Management - Prezzi, recensioni, informazioni - Capterra Italia 2026 --- Breadcrumb: [Home](/) > [Software per servizio clienti](/directory/22/customer-service/software) > [ServiceNow Customer Service Management](/software/192052/servicenow-customer-service-management) # ServiceNow Customer Service Management Canonical: https://www.capterra.it/software/192052/servicenow-customer-service-management Pagina: 1/7\ Avanti: [Pagina successiva](https://www.capterra.it/software/192052/servicenow-customer-service-management?page=2) > La gestione del servizio clienti ServiceNow è stata creata per l'economia dei servizi connessi digitalmente. > > Conclusione: valutazione di **4.4/5** stelle assegnate da 153 utenti. Miglior punteggio per il parametro **Lo consiglieresti?**. ----- ## Panoramica ### Chi utilizza ServiceNow Customer Service Management? Porta il tuo servizio clienti dalla richiesta alla risoluzione. Un servizio eccellente significa molto più che coinvolgere i tuoi clienti. Collega il servizio clienti con altri team per risolvere i problemi in modo rapido e proattivo. ## Statistiche e valutazioni | Parametro | Valutazione | Dettaglio | | **Nel complesso** | **4.4/5** | 153 Recensioni | | Facilità d'uso | 4.1/5 | Sulla base delle recensioni complessive | | Assistenza clienti | 4.2/5 | Sulla base delle recensioni complessive | | Rapporto qualità-prezzo | 4.1/5 | Sulla base delle recensioni complessive | | Funzionalità | 4.3/5 | Sulla base delle recensioni complessive | | Percentuale di raccomandazione | 80% | (8/10 Lo consiglieresti?) | ## Informazioni sul fornitore - **Azienda**: ServiceNow - **Area geografica**: Santa Clara, USA - **Anno di fondazione**: 2012 ## Contesto commerciale - **Pubblico target**: 51-200, 201-500, 501-1.000, 1.001-5.000, 5.001-10.000, 10.000+ - **Implementazione e piattaforme**: Cloud, SaaS, Web, Mac (desktop), Windows (desktop), Android (mobile), iPhone (mobile), iPad (mobile) - **Lingue supportate**: ceco, cinese, cinese tradizionale, coreano, ebraico, finlandese, francese, giapponese, inglese, italiano, norvegese, olandese, polacco, portoghese, portoghese brasiliano, portoghese europeo, russo, spagnolo, svedese, tedesco, thailandese, turco, ungherese - **Paesi disponibili**: Afghanistan, Albania, Algeria, Andorra, Angola, Arabia Saudita, Argentina, Armenia, Australia, Austria, Azerbaigian, Bahrein, Bangladesh, Belgio, Benin, Bhutan, Bielorussia, Bolivia, Bosnia ed Erzegovina, Botswana e altri 173 ## Funzionalità - Alerts/Escalation - Analisi predittiva - Analisi visiva - Automazione dei processi aziendali - Autorizzazioni basate sul ruolo - CRM - Chat/Messaggistica - Configurazione del flusso di lavoro - Connettori di dati - Controllo accessi/Autorizzazioni - Creazione di report/analisi - Cronologia clienti - Database clienti - Elaborazione del linguaggio naturale - Gestione dei contenuti - Gestione dei ticket di assistenza - Gestione del flusso di lavoro - Gestione dell'accordo sul livello di servizio (SLA) - Gestione dell'esperienza del cliente - Gestione della knowledge base - Gestione della posta elettronica - Gestione della qualità - Gestione delle attività - Gestione delle code - Gestione delle comunicazioni - Gestione delle mansioni - Gestione di call center - Gestione di incidenti - Importazione/Esportazione di dati - Instradamento automatico - Integrazione telefonia-computer (CTI) - Interfaccia agente - Libreria di algoritmi ML - Live Chat - Monitoraggio del coinvolgimento - Portale dei clienti - Portale self-service - Preparazione dati self-service - Rendicontazione e analisi statistiche - Ricerca del testo completo - Ricerca/Filtro - Sistema plurilingue - Sondaggi e feedback - Strumenti collaborativi - Strumenti d'analisi self-service - Third-Party Integrations - Tracciamento delle interazioni - Training modello - Trascinamento della selezione (Drag & Drop) - Workflow Automation ... e altre 12 funzionalità ## Integrazioni (11 in totale) - 3CLogic - Bright Pattern - Five9 - Jira - Medallia Experience Cloud - Microsoft Teams - SightCall - Sprinklr - Talkdesk - Vonage Business Communications - Webex Suite ## Opzioni di supporto - Email/Help desk - FAQ/Forum - Knowledge Base - Assistenza diretta 24 ore su 24 - Chat ## Categoria - [Software per servizio clienti](https://www.capterra.it/directory/22/customer-service/software) ## Categorie correlate - [Software per servizio clienti](https://www.capterra.it/directory/22/customer-service/software) - [Software per customer support](https://www.capterra.it/directory/32315/customer-support/software) - [Software per la risoluzione delle problematiche](https://www.capterra.it/directory/30675/issue-tracking/software) - [Sistemi di messaggistica con i clienti (CCM software)](https://www.capterra.it/directory/31002/customer-communications-management/software) - [Software per workflow](https://www.capterra.it/directory/30091/workflow-management/software) ## Alternative 1. [Salesforce Sales Cloud](https://www.capterra.it/software/61368/salesforce) — 4.4/5 (18812 reviews) 2. [Zendesk Suite](https://www.capterra.it/software/164283/zendesk) — 4.4/5 (4094 reviews) 3. [LiveAgent](https://www.capterra.it/software/102188/liveagent) — 4.7/5 (1789 reviews) 4. [Freshdesk](https://www.capterra.it/software/124981/freshdesk) — 4.5/5 (3487 reviews) 5. [LiveChat](https://www.capterra.it/software/62194/livechat) — 4.6/5 (1728 reviews) ## Recensioni ### "A Great Tool for all the ITSM needs- One that fits All" — 5.0/5 > **Meraz** | *20 settembre 2022* | Computer e sicurezza della rete | Tasso di raccomandazione: 9.0/10 > > **Vantaggi**: The ability to integrate with other applications and personalize the tool for use in ticketing and routing is maybe the most useful feature of ServiceNow. Our day-to-day customer support operations would not be possible without our user-friendly incident management, configuration management, and service documentation.Fast and simple incident reporting, progress tracking, and customer service interaction. ServiceNow is excellent for archiving service documentation; we've catalogued all of our services there, so that when tickets are sent, we can quickly and easily access the relevant knowledge base articles to address the problem. > > **Inconvenienti**: A lengthy upgrade procedure might be the result of too much modification, but luckily there are many resources available to help you out. Non-IT users may find it challenging to use the site without first receiving etxra training. > > We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app configurations. This method has been tried and tested, and it consistently delivers. Top-notch all around; have extensive experience managing Incidents, Problems, Changes, and Catalog Items inside IT Service Management (ITSM) modules. ----- ### "Using SNow since 2012" — 4.0/5 > **Victoria** | *14 novembre 2022* | Beneficenza | Tasso di raccomandazione: 9.0/10 > > **Vantaggi**: The fact that the software is widely versatile and scalable for the needs of an organisation. It can use beyond IT but in every department in our organisation as it offers automation of business tasks as well as good reporting and analysis tools. HR processes, Self Service, Approvals, Confidential reporting, schedule reporting and automating routine work, asset management and discovery. > > **Inconvenienti**: The fact that I can not imbed linksBut also think is mostly geared to large organisations. I have not found it to be possible for a small company to take advantage of this service (price plan and configuration is beyond the capabilities for a small company to take, which is a shame). > > 99.9% of the work I do every day is linked to either accessing Service Now or working on data produced by SNow. Using SNow for as long as I have, has made me confident in choosing to continue renewal. I have to admit that licencing model changes and yearly negotiations are painful but that is all part of the environment we work in. ----- ### "Good Tool but performance is an issue" — 3.0/5 > **Utente Verificato** | *29 ottobre 2019* | Servizi finanziari | Tasso di raccomandazione: 6.0/10 > > **Vantaggi**: - out of the box configuration templates is great start point for setup - Deep integration with other ServiceNow tools (big selections as well) - easy for administration to benchmark and track support service - like the fact that it has user customizable queries to filter out only items that you want. > > **Inconvenienti**: - Performance is an issue. we have been getting on and off slowness that we can't seem to resolve it. - over cost is higher compare with its competitors - there should be ways to duplicates incidents - Search result is unpredictable, sometimes search does not return the result you want without going into the module first (this is inconvenience as sometimes a ticket number is the only thing given and you have to figure it out what kind of ticket before searching) > > Can deny that ServiceNow is the best in the category and offer the most functionalities. However, performance is truly an issue as page refresh can be lengthy from time to time. ----- ### "One of the best Ticketing tools available" — 5.0/5 > **Ravi** | *26 aprile 2022* | Servizi finanziari | Tasso di raccomandazione: 10.0/10 > > **Vantaggi**: Covers all ITIl aspects w.r.t incident, problem and change management. It has a very cohensive environment right from when an employee joins the organisation, getting access to applications, performing day to day jobs with tickets, requests, incidents, problems and changes. Given the fact that it also has inbuilt reporting capabilities, this is an absolute must. It's api and backend can be accessed by multiple softwares and applications enhancing the capability to produce visually appealing reports. Admins/engineers/customer service execs can create their own dashboards to monitor their queues efficiently. Inhouse capability to graphically repsent the queue make things easier while distributing work, prioritising work, planning change activities etc... > > **Inconvenienti**: None that I know of as yet. Whatever customisations i needed were easily available within the existing module. ----- ### "Lot's of features, lot's of complexity." — 4.0/5 > **Stacey** | *10 aprile 2019* | Istruzione superiore | Tasso di raccomandazione: 5.0/10 > > **Vantaggi**: Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users. > > **Inconvenienti**: Complexity makes simple tasks difficult. Learning curve is steep. For example, performing simple searches is not possible. If I closed out a ticket recently, then I often need to look in the documentation to search for that specific ticket again. highly customizable views allow for tweaking to work with your use habits. Interface needs to be simplified and have common functions more accessible. It may partly be the way this organization has implemented and customized the interface, but it is still not user-friendly. > > Works fine if you don't need to do much more than open tickets that are already assigned to you or work with tickets that are assigned to you. Assigning ticket to others in a large organization where you don't know the group they are part of is a struggle. I often know who a ticket should be routed to but our implementation requires specifying the team they are part of as well. Some people are on multiple teams. Searching really needs improvement for users that don't interact heavily with the system. ----- Pagina: 1/7\ Avanti: [Pagina successiva](https://www.capterra.it/software/192052/servicenow-customer-service-management?page=2) ## Link - [Visualizza su Capterra](https://www.capterra.it/software/192052/servicenow-customer-service-management) ## Questa pagina è disponibile nelle seguenti lingue | Lingua | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Dati strutturati