--- description: ¿Qué es y para qué sirve ServiceNow Problem Management? Lee opiniones verificadas, descubre sus características, precios de planes, ventajas y desventajas. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: ¿Qué es ServiceNow Problem Management? - Reseñas, precios y funciones - Capterra México 2026 --- Breadcrumb: [Inicio](/) > [Software de gestión informática](/directory/10001/it-management/software) > [ServiceNow Problem Management](/software/152872/servicenow-problem-management) # ServiceNow Problem Management Canonical: https://www.capterra.mx/software/152872/servicenow-problem-management Página: 1 de 3\ Siguiente: [Página siguiente](https://www.capterra.mx/software/152872/servicenow-problem-management?page=2) > Investiga la causa raíz de un incidente a través del análisis estructurado de problemas, luego documenta las soluciones y alternativas en la base de conocimientos. > > Veredicto: 42 usuarios lo han valorado con **4.4/5**. De los mejores valorados en **Probabilidad de recomendación**. ----- ## Estadísticas y valoraciones rápidas | Métrica | Calificación | Detalles | | **En general** | **4.4/5** | 42 Opiniones | | Facilidad de uso | 4.0/5 | Basado en las opiniones generales | | Asistencia al cliente | 4.3/5 | Basado en las opiniones generales | | Relación calidad-precio | 4.2/5 | Basado en las opiniones generales | | Funciones | 4.3/5 | Basado en las opiniones generales | | Porcentaje de recomendaciones | 80% | (8/10 Probabilidad de recomendación) | ## Sobre el proveedor - **Empresa**: ServiceNow - **Ubicación**: Santa Clara, EE. UU. - **Constitución**: 2012 ## Contexto comercial - **Público objetivo**: Trabajador autónomo, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001-5,000, 5,001-10,000, 10,000+ - **Despliegue y plataformas**: Cloud, SaaS, Web - **Idiomas admitidos**: inglés - **Países disponibles**: Estados Unidos ## Funciones - Creación de informes para TI - Panel de comunicaciones ## Categoría - [Software de gestión informática](https://www.capterra.mx/directory/10001/it-management/software) ## Alternativas 1. [ManageEngine Endpoint Central](https://www.capterra.mx/software/170018/manageengine-desktop-central) — 4.6/5 (1485 reviews) 2. [PDQ Deploy & Inventory](https://www.capterra.mx/software/174535/pdq-deploy) — 4.8/5 (341 reviews) 3. [Action1](https://www.capterra.mx/software/180609/action1-rmm) — 4.9/5 (237 reviews) 4. [Milvus](https://www.capterra.mx/software/202528/milvus) — 4.8/5 (298 reviews) 5. [Rippling](https://www.capterra.mx/software/172127/rippling) — 4.9/5 (4614 reviews) ## Opiniones ### "ServiceNow CSA CIS" — 5.0/5 > **Antonio** | *5 de marzo de 2018* | Valoración de la recomendación: 10.0/10 > > **Puntos a favor**: Application alingned to the ITIL best practices thats covers the main scenarios from the problem management. Integrated to the other ServiceNow ITSM application like Incident, Change and with the resources provided by Asset Management, CMDB and Knowledge, lets the support staff cover the main task from the problem resolution. Relationships between Incidents and Changes are really straight forward task and with few steps you can accomplish this scenarios. > > **Puntos en contra**: In the process to cover the different tiers of support, the interactions with vendors could be more easy to modelate. > > The main benefits are related to cover the differents process defined in the ITIL best practices, looking for root cause of the Incidents and avoiding service interruptions ----- ### "Standard for ITIL Problem Management, but Complex to Customize" — 4.0/5 > **Usuario verificado** | *15 de diciembre de 2025* | Administración gubernamental | Valoración de la recomendación: 9.0/10 > > **Puntos a favor**: In my experience, ServiceNow really sets the gold standard for linking incidents to their root cause problems. I love how it automatically groups similar incidents into a single problem record—it’s a huge time-saver for our helpdesk and reduces duplication. The workflow engine is another standout; assigning tasks across different technical teams feels seamless, and it really drives accountability throughout the resolution process. It’s one of those tools that makes complex coordination feel effortless. > > **Puntos en contra**: One challenge I’ve noticed with ServiceNow is that the UI can feel pretty heavy and slow to load, especially when working on older government networks—it definitely impacts productivity during peak times. Another pain point is customization; even something as simple as changing a mandatory field for ticket closure often turns into a bigger task than expected. Instead of a quick admin tweak, it usually requires a dedicated ServiceNow developer, which adds complexity and delays. > > We rely on ServiceNow as our single source of truth for IT service management, and for Problem Management in particular, it’s fantastic for maintaining audit trails and tracking RCA (Root Cause Analysis). That said, I’ve found that new team members often need quite a bit of training to navigate the complex menus and workflows effectively—it’s powerful, but not immediately intuitive. ----- ### "Overengineered for a ticketing and incident reporting system" — 3.0/5 > **Usuario verificado** | *31 de julio de 2018* | Valoración de la recomendación: 1.0/10 > > **Puntos a favor**: Once the correct path is selected, it is easy for users to submit their problems (following the prompt) > > **Puntos en contra**: Again, trying to do too much at once. The idea of "shopping" and adding a incident to your cart does not fit. Additionally, on the other side, the ones receiving the details, sometimes get bombarded with several emails from the same ticket. And the email will not show details necessary to at least have an idea of what the ticket is about. One email with a general summary would be so helpful. Also, sometimes closing out the task does not close out the ritm and req numbers above. This should not be the case, as it takes digging to find it if it doesn't close. Lastly, clients or ticket requestors should not be able to change the date for for a ticket. This logic doesn't make sense as they usually have no idea how long it takes to repeat a task and sometimes they choose a past date and the ticket breaches. > > Not really much, I've used other systems like this in the past, and they seemed more streamlined. ----- ### "Great ITIL software but performance is a huge issue" — 4.0/5 > **Usuario verificado** | *29 de julio de 2019* | Servicios financieros | Valoración de la recomendación: 7.0/10 > > **Puntos a favor**: - Great All In one software to implement incident, problems, changes and management workflow. Very easy to track progress or existing tickets or search old ones. - Lots of user customization - Filter/Queries are very useful or expert users > > **Puntos en contra**: - The main issue with ServiceNow is Performance\!\!\! It often take long time to load a page or query results. - Filter and Queries are useful but sometime it's hard to search existing queries if you are in a different section of ServiceNow. Would be nice to have all-in-one queries for user so user can easier lookup all the existing queries (yes, you can go to the correct section first and then check the queries, but loading is often a big issue) - Lot of different ServiceNow products incorporated together, so it's sometimes hard for new users to browse around and get use to it. Learning curve is steep. - Very costly product. > > Overall, it's a great product. Performance is a bit issue Learning curve is steep but once you get used to it, it's great ----- ### "ServiceNow Problem Management" — 4.0/5 > **Usuario verificado** | *18 de diciembre de 2018* | Educación superior | Valoración de la recomendación: 7.0/10 > > **Puntos a favor**: Good for ticket tracking and timelines. Ability to create dashboards for at-a-glance checks to confirm metrics . Ability to automate workflows and assignments. > > **Puntos en contra**: Clunky and slow interface. Inability to hover over a ticket \# and have pop-up summary (have to actually go into ticket to view any details). > > Overall, a good platform, with lots of versatility and reporting options. Feels very heavy and slow from a user standpoint, and permissions management is awkward. ----- Página: 1 de 3\ Siguiente: [Página siguiente](https://www.capterra.mx/software/152872/servicenow-problem-management?page=2) ## Enlaces - [Ver en Capterra](https://www.capterra.mx/software/152872/servicenow-problem-management) ## Esta página se encuentra disponible en los siguientes idiomas | Local | 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 | | ----- ## Datos estructurados