Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management.
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ServiceNow Now Platform
Score 8.9 out of 10
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The ServiceNow Now Platform is a digital workflow building and extension tool for ServiceNow featuring a number of low-code / no code tools.
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Pricing
ServiceNow IT Service Management
ServiceNow Now Platform
Editions & Modules
ITSM Standard
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ITSM Pro
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ITSM Enterprise
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Offerings
Pricing Offerings
ServiceNow IT Service Management
ServiceNow Now Platform
Free Trial
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No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
ITSM Pro and ITSM Enterprise also are available with optional "Plus" add-ons. These include AI Agents, an AI Agent Studio, and other features that augment the capabilities of the platform using AI Virtual Agents to automate tasks.
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Community Pulse
ServiceNow IT Service Management
ServiceNow Now Platform
Considered Both Products
ServiceNow IT Service Management
Verified User
Analyst
Chose ServiceNow IT Service Management
ServiceNow got it's start from former employees of BMC and it's easy to see where they tailored the tool to utilize the strengths of Remedy/Helix. But at the same time, steered away from the pitfalls that BMC has ran into. I think ServiceNow IT Service Management is LEAGUES …
When I assumed my territory (Brazil) at Nuvolax, ServiceNow Now Platform was already implemented, so I haven't had the choice to participate in the selection of the tool. Still, I can compare with other tools I had to use in my previous companies. With ServiceNow Now Platform, …
In terms of reporting, it has helped us a lot. Very easy to find an audit trail of who did what, when, and how long. It used to take us too long to figure out what was going wrong, and now we have clear monitoring on everything. The splitting of our smaller IT team into a larger one with 2 teams was also made easier with the auto-assignment, categorization, and escalation features. Approval processes take less time now. We have clear permissions set up for the manager and both teams.
ITSM is straight forward creation of Incidents and Requests. It can get more confusing as you layer more modules on top of it with event management, risk, project, etc. It also becomes more costly as everything is a different license. Integration between other external applications is very easy to do with their API. You can easily create endpoints for external apps to talk to or create REST messages for the platform to reach out directly.
Finding requests that I opened and have since been completed by the assigned group/individual is very difficult to accomplish unless I've written down the request numbers somewhere.
Requests that I opened and are subsequently closed, often continue to appear in the list of "My Open Requests" giving the appearance that they were not completed when in fact they were.
It may exist, but if it does I haven't found it yet, which makes it less than intuitive, but I would like to see the ability to recall a request in ServiceNow.
I believe our firewall rule change request for is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't anyway for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.
The ServiceNow performance speed has big room for improvement, as it is quite slow in loading Dashboards with more than 5-6 widgets. We are keeping our ServiceNow version up to date with latest releases.
Usually there are issues with having multiple ServiceNow tabs open in the browser and have different dashboards open in those tabs.
The way of showing a history log of all activities on Incident ticket is not optimal and easy to use or search in and have very old design.
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
While we are very likely to renew, we are also assessing if we should renew all of what we currently subscribe to as we try to reduce costs. Some parts of the business feel there may be a better tool out there to fit their process requirements. We are currently working with them to identify what those requirements are to see if it makes sense while also pointing out a reduced cost of tooling is not always the best fit if we have an increased cost of customization and maintenance between tools.
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
It provides a lot of modification options which is wonderful for certain team usage but becomes too much of a job when it comes to the Service Desk. Also on the app support side, since too much information can be carried, it affects the GUI and makes it complex.
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
I was not in the team that take care of the installation of ServiceNow but their feedback was very positive. Go live was done by the planned date and their support at the beginning provided always a timely response. Their customer service is friendly and easy to reach. Today we don't use their customer service anymore because we have an internal IT dedicated to maintaining the system.
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
We went through a re-implementation last year with a partner and were very pleased with the outcome. We looked at several partners and chose one that was able to provide an entire scope and cost upfront of what would be required to complete our requirements. We worked very closely with the dedicated team assigned to our project throughout the process and they fully delivered on all of our requirements that we presented in the initial scope.
We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
I've used Freshservice which is very similar to ServiceNow. I can definitely say ServiceNow performs better in a larger environment. Freshservice is usually used in smaller organization or less complx environment. Plus the ServiceNow reporting and dashboard features are more accurate than Freshservice. ServiceNow is a bit costly but gives way more features that really helps my organization.
1. It is not great when they can't seperate apps/products from a particular sku, forcing you to make a business case for a larger portion of functionlity than your current business case seeks to address. 2. ServiceNow reps are able to work with you when economies of scale are projected out. They are willing to start at a desired tier and provide pricing at applicable upgraded tiers
Very easy to use. Capture more data from the Incident and problem management. Easier to escalate and following the change management process to resole the issues.
We don't currently have a CMDB, so we are leveraging ServiceNow to build one using their ITSM and ITOM tools. This is a huge gap for us as a company and it will be a big win once this is in place.
The core help desk functions are comparable to most other tools on the market, but SN does a great job of integrating that data with other modules like Problem, Change and Event Management to provide a truly integrated solution.
The tool is expensive, so you will need to try to do as much as you can with the platform. We currently use other systems for HAM and SAM but will be including these in our ServiceNow instance in the future to help maximize our ROI.
Fast implementation of our Sales & Operation/Projects controls and process - tool adapted to our needs, not us to adapt to the tool.
Once we are a consulting/implementation company, our customers are happy to see that we use what we sell, and it is easy to show them how this platform/tool can have an impact on our own business.
