Product(s): ServiceNow IT Service Management
Overall Comment:"Good tool to open and manage tickets, however, there can be improvements to progress tracking."
Good user design for opening tickets. Tooltips allow for more information to be stored. Fields can be configured for drop downs and free form text.
It is hard to track progress of your tickets after it is opened. The user dashboard makes it hard to see details on the ticket as it only gives a ticket number. If you open multiple tickets, it is difficult to track the progress of them. Even after going into the ticket, it is difficult to see exactly what step it is on.