ServiceNow IT Service Management Reviews and Ratings

Use Cases and Deployment Scope

I use ServiceNow IT Service Management to create, update, and close tickets. ServiceNow is proper planned tool which works with workflow trigger. For example when we create a ticket it goes to manager for approval or whosoever is assigned in workflow then we can assign it to proper team who will work on that ticket with desired SLA within which ticket needs to be resolved.

Likelihood to Recommend

IT Service Management is best suited for large business 50k-70k employees using it. Also provide support to ITIL standards. Tickets notifications comes up whenever new ticket is assigned or status of existing ticket gets changed. Proposed solution has always benefited everyone in my experience as for already raised problem we can check for fix .

Use Cases and Deployment Scope

We use ServiceNow IT Service Management for all of the standard ITIL components. Change, Incident, Problem, Knowledge and Tasks. It is used by numerous departments in our organization, ranging from users in IT (service desk, request fulfillment, etc) to non-IT (HR, premises, special services, etc)

Likelihood to Recommend

ServiceNow IT Service Management is great for any situation where you need to have a ticketing tool for intake and work tracking purposes. It is created on the ITIL v4 framework and it incorporates it beautifully.

Use Cases and Deployment Scope

We are using ServiceNow IT Service Management to create requests, incidents, and change request. If a new employee onbaording to the project need to raise a credentials, laptop and other access requests raised in the portal. User interface looks simple and provided all the data in the dashboards. Each application have different dashboards provided in ServiceNow IT Service Management like incidents, changes and catalog items. Raising a request to other team memebers issues with in the project is easy in ServiceNow IT Service Management just selected requested for employee name. Employee center portal have all the information like knowledge articles and virtual agent contact details. It is very simple to connect with ServiceNow IT Service Management agents using CTI dailer customer care number to create new cases just by calling to agents. CMDB tables and its relationships maintained well in parent and clild tables. we have integrated jira in to ServiceNow IT Service Management by-directionally and both jira and it updated if any tickets created or updated. Approvals will receive email notifications and links to approve the request within the email directly. Scheduled reminders also received if P1 tickets is not resolved with in the SLA timeframe. In mobile also we can login and review details of the request and status. Finding knowledge articles related issues is very simple and cool feature in ServiceNow IT Service Management.

Likelihood to Recommend

I have faced laptop vpn issue and i have raised request in ServiceNow IT Service Management and changed priority as critical. Then with in 4 hours my issue resolved because of SLA timeframe mentioned 4 hours for critical request. I have raised admin credentials request for one of new memeber in my project and i have used requested for option To provide new employee name and id instead of mine. For every update related to my request we have received email notifications and status of the request.

Use Cases and Deployment Scope

One place for Service management, Change control and Inventory management. End users can open service request, problem or incident. IT support work on change request and update status of problem /incident record. Change control help reduce problem & incident during & after the change. ServiceNow IT Service Management technical articular help support trouble shoot issues and see any passed relate incident records. Overall ServiceNow IT Service Management reduce any change induce incident and improved SLA for support & trouble shooting.

Likelihood to Recommend

With the scale of our company ServiceNow IT Service Management performance & option go above our expectation. There is many enhance feature and SN keep improving. Self-Service Portal is the most useful of many feature of ServiceNow IT Service Management

Use Cases and Deployment Scope

We used it to handle IT issues and based on SLA times we solved tickets. We also used it as an IT asset management tool.

Likelihood to Recommend

The tool is very sufficient and very helpful for helping colleagues or customers with their IT-related questions or issues based on SLA you can create a nice environment. The people from ServiceNow are very helpful and open to new opportunities. It is also very easy to use and easy to learn to new IT colleagues how to work with the tool. I would definitely recommend this tool to other IT colleagues.

Use Cases and Deployment Scope

ServiceNow is our primary ITSM tool, we use the modules like Change Management, Incident Management and Problem Management extensively. The product comes with lots of integration options and it aligns to our ITIL framework. The other big module which we use is the CMDB and Knowledge articles. Being a part of support team, its very easy for us to search for any information within Servicenow at ease. We are also depending on this system to define our OLA's and SLA's. There are different reports created to provide Management Information services to provide transparency, improving efficiency and operational level agreements. The Visual Task boards feature offers teams to use them as Kanban boards. Overall a great Service Management tool

Likelihood to Recommend

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.

Use Cases and Deployment Scope

we use it as a single point of management system for all kinds of IT services. I use it almost every day and the best part is you can keep a track of your activities. for example what is in progress, pending and closed. It is a very user-friendly and easy-to-go tool.

Likelihood to Recommend

It is the perfect management tool for giant IT infrastructural organizations as well as small ones. one can always customize and use it as per their capacity and volume. A proper process is defined and is followed when a request is made. It works on an SLA basis which is an amazing option. however, for extremely small ventures its uses are limited as compared to large organizations.

Use Cases and Deployment Scope

We use [ServiceNow IT Service Management] across our organization to handle all our our own internal support needs: IT issues and requests, employee assistance, etc. We used to use Jira to handle these requests but ServiceNow seems to be better suited to handle tickets of these type.

Likelihood to Recommend

I think [ServiceNow IT Service Management is] best suited for very straight-forward customer support type ticketing. If the problem can't be solved by the customer support team, then the ticket likely is a larger issue (ie: a bug) and then likely a Jira ticket would need to be created for more robust documentation.

Use Cases and Deployment Scope

ServiceNow IT Service Management is widely used in my company by multiple divisions. ServiceNow IT Service Management is a great ally for managing cases and following up in a proper manner. Different areas of my division use it--it's not limited to IT, but also works with development and professional services.

Thanks to the SaaS/cloud solution, ServiceNow IT Service Management is very accessible, secure, and reliable on multiple levels.

Likelihood to Recommend

All in all, ServiceNow IT Service Management is a great tool for all my company because it adapts to different areas and divisions, so it's not tied to the IT realm; having everything in the cloud facilitates communication with our clients.

It actually fits for most of our clients, and the great thing is I believe it's flexible to keep adding clients or accounts that have access to their cases.

Use Cases and Deployment Scope

Used across most of the organization but some smaller / isolated sections still use other / local tools.

Addresses the main ITSM areas namely, Incident, Request, Change, Problem and Configuration / Asset. Other areas are being developed such as Portfolio Management / Service Catalogue. ServiceNow Discovery is being used for Configuration / Asset alongside some other tools.

Likelihood to Recommend

Well suited to medium / large organizations where the number of Incidents. CIs etc... go into hundreds of thousands

Good reporting / scorecard facilities to utilize these records.