447 Ratings
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Score 8.4 out of 100
7 Ratings
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Score 8.6 out of 100

Feature Set Ratings

    Incident and problem management

    8.2

    ServiceNow IT Service Management

    82%

    Snow License Manager

    Feature Set Not Supported
    N/A
    ServiceNow IT Service Management ranks higher in 7/7 features

    Organize and prioritize service tickets

    9.1
    91%
    67 Ratings
    N/A
    0 Ratings

    Expert directory

    8.0
    80%
    51 Ratings
    N/A
    0 Ratings

    Service restoration

    7.9
    79%
    56 Ratings
    N/A
    0 Ratings

    Self-service tools

    7.8
    78%
    65 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.6
    76%
    63 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.5
    85%
    60 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    8.6
    86%
    62 Ratings
    N/A
    0 Ratings

    ITSM asset management

    8.1

    ServiceNow IT Service Management

    81%

    Snow License Manager

    Feature Set Not Supported
    N/A
    ServiceNow IT Service Management ranks higher in 3/3 features

    Configuration mangement

    8.0
    80%
    60 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    8.2
    82%
    59 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    8.0
    80%
    53 Ratings
    N/A
    0 Ratings

    Change management

    8.3

    ServiceNow IT Service Management

    83%

    Snow License Manager

    Feature Set Not Supported
    N/A
    ServiceNow IT Service Management ranks higher in 3/3 features

    Change requests repository

    8.4
    84%
    62 Ratings
    N/A
    0 Ratings

    Change calendar

    7.9
    79%
    56 Ratings
    N/A
    0 Ratings

    Service-level management

    8.5
    85%
    58 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • ServiceNow IT Service Management is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.8

    ServiceNow IT Service Management

    88%
    79 Ratings
    5.0

    Snow License Manager

    50%
    1 Rating

    Likelihood to Renew

    10.0

    ServiceNow IT Service Management

    100%
    12 Ratings

    Snow License Manager

    N/A
    0 Ratings

    Usability

    6.4

    ServiceNow IT Service Management

    64%
    11 Ratings

    Snow License Manager

    N/A
    0 Ratings

    Availability

    10.0

    ServiceNow IT Service Management

    100%
    2 Ratings

    Snow License Manager

    N/A
    0 Ratings

    Performance

    9.0

    ServiceNow IT Service Management

    90%
    2 Ratings

    Snow License Manager

    N/A
    0 Ratings

    Support Rating

    7.5

    ServiceNow IT Service Management

    75%
    40 Ratings

    Snow License Manager

    N/A
    0 Ratings

    Online Training

    1.0

    ServiceNow IT Service Management

    10%
    1 Rating

    Snow License Manager

    N/A
    0 Ratings

    Implementation Rating

    10.0

    ServiceNow IT Service Management

    100%
    6 Ratings

    Snow License Manager

    N/A
    0 Ratings

    Product Scalability

    10.0

    ServiceNow IT Service Management

    100%
    1 Rating

    Snow License Manager

    N/A
    0 Ratings

    Likelihood to Recommend

    ServiceNow IT Service Management

    In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
    Anonymous | TrustRadius Reviewer

    Snow License Manager

    If you need to centralize your licensing and subscriptions, this solution will work. If you are running standard computers in an office, this will give you decent utilization statistics. If you have any non-persistent workstations, then it isn't going to be for you. If you aren't running the full packages of some major software, you'll have a lot of work to do to convince Snow that you are in compliance.It is heavily dependent on the data entry quality, so if you have a central person in charge of data entry it will be a good solution. If there are many hands entering license and software data, you may run into headaches.
    Anonymous | TrustRadius Reviewer

    Pros

    ServiceNow IT Service Management

    • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
    • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
    • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
    • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
    Dr Gardiner Jones | TrustRadius Reviewer

    Snow License Manager

    • It can track if a software has been used and report back for utilization review.
    • It can monitor and alert on license and contact expiration, which helps eliminate the human factor with manual reminders.
    • There is a lot of flexibility in the software to handle your license information.
    Anonymous | TrustRadius Reviewer

    Cons

    ServiceNow IT Service Management

    • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
    • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
    • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
    Anonymous | TrustRadius Reviewer

    Snow License Manager

    • The reporting and searching tools are powerful, but are dependent on the person entering the data in a clean, uniform manner. We've had problems that rendered searches, primarily from data issues.
    • The utilization relies on clients writing back at assigned times, we have 'frozen' workstations that don't preserve data. This has led to many problems and manual configurations to get it working properly (and I don't think they all currently are).
    • The software identification can be troublesome. We've had many software 'alerts' that we were out of compliance because part of an application was detected as something else and then didn't match the product. Accuracy is definitely a problem.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    ServiceNow IT Service Management

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    $0 per year

    ServiceNow IT Service Management Editions & Modules

    Edition
    Starting Price$10,000.001
    1. per year
    Additional Pricing Details

    Snow License Manager

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    Snow License Manager Editions & Modules

    Additional Pricing Details

    Likelihood to Renew

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 12 answers
    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.
    Anonymous | TrustRadius Reviewer

    Snow License Manager

    No score
    No answers yet
    No answers on this topic

    Usability

    ServiceNow IT Service Management

    ServiceNow IT Service Management 6.4
    Based on 11 answers
    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.
    Max Lewenhaupt | TrustRadius Reviewer

    Snow License Manager

    No score
    No answers yet
    No answers on this topic

    Reliability and Availability

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 2 answers
    We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
    Michael Sypes | TrustRadius Reviewer

    Snow License Manager

    No score
    No answers yet
    No answers on this topic

    Performance

    ServiceNow IT Service Management

    ServiceNow IT Service Management 9.0
    Based on 2 answers
    For a massive system, page loads are reasonably quick, including searches.
    Michael Sypes | TrustRadius Reviewer

    Snow License Manager

    No score
    No answers yet
    No answers on this topic

    Support Rating

    ServiceNow IT Service Management

    ServiceNow IT Service Management 7.5
    Based on 40 answers
    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.
    Anonymous | TrustRadius Reviewer

    Snow License Manager

    No score
    No answers yet
    No answers on this topic

    Online Training

    ServiceNow IT Service Management

    ServiceNow IT Service Management 1.0
    Based on 1 answer
    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.
    Anonymous | TrustRadius Reviewer

    Snow License Manager

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 6 answers
    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.
    Randall Hodgins | TrustRadius Reviewer

    Snow License Manager

    No score
    No answers yet
    No answers on this topic

    Alternatives Considered

    ServiceNow IT Service Management

    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.
    Jessica Rich | TrustRadius Reviewer

    Snow License Manager

    The deciding factor for the decision makers was the combination of license management and utilization statistics. Our desktop people wanted the utilization and reporting to be very granular and close to real time. Snow was purchased because they promoted their real time utilization in addition to the license management, alerting and reporting. To my knowledge, only Snow was given a proof of concept before the decision was made.
    Anonymous | TrustRadius Reviewer

    Scalability

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 1 answer
    ServiceNow works as an enterprise solution.
    Michael Sypes | TrustRadius Reviewer

    Snow License Manager

    No score
    No answers yet
    No answers on this topic

    Return on Investment

    ServiceNow IT Service Management

    • ServiceNow has helped majorly in removing the in-house development effort for the ticketing tool and now we can focus on using the ticketing system and rest is managed by service now
    • ServiceNow have had a great impact in Incident reporting and management through its subscription models and a powerful dashboard
    • With machine learning feature available within service now, we are able to analyze the incident patterns and root cause and reduce the production outages
    Anonymous | TrustRadius Reviewer

    Snow License Manager

    • Utilization statistics have helped us to eliminate unused licenses and software.
    • The central repository has eliminated the multiple spreadsheets and folders, which also reduced the amount of time our asset manager spends looking up information for others.
    • The computer software mapping has helped our staff during computer upgrades. It allows them to see what software is installed on a current workstation without having to go and inspect the old computer itself. They can now look up the software that needs to be added to the new workstation, saving time.
    Anonymous | TrustRadius Reviewer

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