ServiceNow IT Service Management

Score8.4 out of 10

567 Reviews and Ratings

What is ServiceNow IT Service Management?

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.

Categories & Use Cases

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Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.9
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Category average: 8
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 8.2

Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.3
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.8
Service restoration
Impact assessment and automated fixes for common problems
Category average: 8

Most Frequent Users

Top 3 industries using ServiceNow IT Service Management.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Professional, Scientific, and Technical Services

24.7%

2,384 installations of 9,651

“BMC Helix Business Workflows”
— Partner and MD, Deloitte

#2 most frequent

Manufacturing

12.2%

1,180 installations of 9,651

#3 most frequent

Finance and Insurance

11.3%

1,089 installations of 9,651

Pros

Streamlining incident and change management processes
Robust workflow automation and process organization
Centralized Configuration Management Database (CMDB) for system identification

Cons

Complex and inconsistent user interface with a steep learning curve
Performance issues, particularly with slow queries and form/ticket loading
Customization efforts are complex and time-consuming

Risheeta Bhawsar View profile

SAP Consultant in Information Technology at Accenture Solution Pvt. Ltd. (10,001+ employees)

Use Cases and Deployment Scope

We use ServiceNow IT Service Management to manage and track our tickets and incidents regatding the work tasks. It helps us to keep a track of real time activity of action taken on incidents through comments. It helps us to manage large numbers of tasks very efficiently as per the consultants and various filters like assignment groups, date logged in, status, assignnee and all

Pros

Ticket creation
Incident tracking
Real time changes

Cons

Sometimes it gets stuck
Takes time to reload
More detail on incident assignments from department to other

Return on Investment

It is little on expensive side
Helps to manage configuration management
Helps to manage change request

Usability

Alternatives Considered

Jira Service Management, client Assyst and ReQtest

Other Software Used

SAP HANA Cloud, Jira Service Management, Workday Workforce Management

Meena Dakuru View profile

Information Technology Project Manager in Information Technology at Southern New Hampshire University (5001-10,000 employees)

Use Cases and Deployment Scope

The ServiceNow IT Service Management suite offers a variety of features for ITIL processes, primarily utilized for change requests and problem requests in the SDLC, which evolve into changes and requirements for software teams.
In our business it is used by teams to streamline their future work based on changes that are supposed to be done in a future date for higher environments.
Problem requests streamline work into requirements for teams to work on in the SDLC

Pros

Organizing change requests normal, emergency and other changes which require code promotion to higher environments
Incidents to raise issues that disrupt the flow
Problem management tickets that are used by business to open requirements for SDLC teams

Cons

Too much information is required by changes to be filled
Some parameters such as date and time can be suggested by using AI based on similar changes that were raised in the past
Clone feature can be improved as well

Return on Investment

Cost reduction
faster resolution on incidents
self service option that has been given to both internal and external folks

Usability

Alternatives Considered

Atlassian Jira

Other Software Used

Atlassian Jira, Digital.ai Agility, Zendesk Suite

Yaqoob Najar View profile

Manager in Information Technology at Vaadi Outsourcing (1-10 employees)

Use Cases and Deployment Scope

ServiceNow IT Service Management helps me to move everything from messy sheets and my cluttered emails into a clean dashboard. I mailnly use it to keep a track of the daily tickets that are due for resolution and to manage system changes. It automates my whole workflow and provides me a clear visibility on what tasks need to be prioritized first.

Pros

In case if a server goes down, Configuration Management Database shows exactly which departments are affected and I have the option to fix it quickly without wasting my time finding the error.
Assigns the tickets to a specific team based on a description of a ticket. For ecapmple, if the description contains text like "billing account", the ticket will automatically assigned to Accounts team.
AI powered agents which can automatically reset passwords or provide access to users.

Cons

Running through forms sometimes gets slowed down.
Running queries on CMDB is slow.

Return on Investment

Real time view of all operations running, making zero untracked assets.
Automated password resets or ticket routing to a specific department saves a lot of time.

Usability

Alternatives Considered

SuiteCRM and RouteIQ for Zoho CRM

Other Software Used

SuiteCRM, Expensify, Slack

Fred Sheehan View profile

Senior IT Support Advisor in Information Technology at University of Leeds (201-500 employees)

Use Cases and Deployment Scope

We use ServiceNow for Incident and Request and Problem logging and time recording. It allows all logged calls to be acknowledged, tracked from logging to resolution. All responses and activities have a record and response is sent to the customer with tracking numbers. Time recording helps the organisation to see where people are being untilised in terms of projects and activities to justify funding etc.

Pros

Being able to track logged calls
Being able to track time against projects
Allows dashboards so that you have an overall view of what calls are outstanding that still needs resolving

Cons

Takes a lot of user time to learn to navigate the interface
Complex when trying to make quick customisations
User interface consistency

Return on Investment

Faster resolutions on calls overall
Problem management allows things to be managed and steps taken on proactive approach to get to the root cause of issues instead of constant firefighting
More customers are satisfied being informed of where their calls are at a given time

Usability

Other Software Used

Azure DevOps

Prateek Rao View profile

Partner and MD in Professional Services at Deloitte (10,001+ employees)

Use Cases and Deployment Scope

As a global elite ServiceNow partner, I implement ServiceNow IT Service Management for my clients across diverse industries. I use ServiceNow IT Service Management to automate IT and ops workflows, Customer interaction workflows and manage employee experience and management lifecycle for my clients in the tech, BFSI, industrials and auto sectors. ServiceNow is one of our core ITSM offerings.

Pros

Managing hybrid cloud environments
Single pane of view and work for all HR related stuff
Combing FrontOffice and BackOffice ops

Cons

Licensing complexity
User interface inconsistency
Legacy customization

Return on Investment

ROI is approx. 200-300%, both productivity increase and cost reduction included
Payback time is approx. 8-15 months
Licensing cost is almost half of what we pay on SI, implementation and consulting

ServiceNow IT Service Management

What is ServiceNow IT Service Management?

Categories & Use Cases

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