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ServiceNow IT Service Management is a versatile tool used by organizations to address a wide range of IT requests and processes. Users …
Starting at $10,000 per year
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What is ServiceNow IT Service Management?
ServiceNow is a fast-growing service management provider that went public in 2012. 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…
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- Self-service tools (64)9.090%
- Organize and prioritize service tickets (66)8.888%
- ITSM reports and dashboards (61)8.888%
- Subscription-based notifications (62)7.676%
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What is ServiceNow IT Service Management?
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ServiceNow IT Service Management Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Frequently Asked Questions
ServiceNow is a fast-growing service management provider that went public in 2012. 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, and (on the higher tier ITSM Professional plan) ITAM and software asset management.
Agiloft Flexible Service Desk Suite, IFS Assyst, and CA Service Management, with CA Service Desk Manager are common alternatives for ServiceNow IT Service Management.
Reviewers rate Service-level management highest, with a score of 9.1.
The most common users of ServiceNow IT Service Management are from Enterprises (1,001+ employees).
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TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
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ServiceNow IT Service Management is a versatile tool used by organizations to address a wide range of IT requests and processes. Users across various departments, from DBAs to human resources, rely on ServiceNow to handle and schedule delivery processes, submit change requests, and track ticketing and asset management. It serves as a central repository for all IT-related information, allowing for efficient communication and improved organization. With its customizable dashboards, user-friendly interface, and integration options with Jira, ServiceNow proves invaluable in tracking tasks, incidents, change requests, and managing IT hardware equipment. Additionally, it extends beyond ITSM to provide solutions for HR and CRM needs. Consultants implement and integrate ServiceNow across different domains and industries, consolidating enterprise service processes onto one platform. Whether it's managing cases, device interactions, project management, or procurement tasks, ServiceNow has become the go-to solution for organizations seeking to streamline their operations efficiently.
Comprehensive and scalable ticketing system: Users have found ServiceNow to be a comprehensive and scalable ticketing system that caters to both internal and external customers. They appreciate the ability to categorize tickets easily, making it simple to organize and manage requests.
Robust permissions and security rules: The robust permissions and security rules in ServiceNow are highly praised by users. These features ensure a high level of security, giving users peace of mind when using the platform.
Seamless integration with Microsoft Active Directory: Users value the seamless integration between ServiceNow and Microsoft Active Directory. This integration provides a smooth user experience, allowing for easy access and management of user accounts.
Difficulties with User Interface: Users have expressed confusion and frustration with the user interface of ServiceNow. Some reviewers have mentioned missing features and a lack of customization options, making it difficult to tailor the platform to their specific needs.
Performance Issues: Several users have reported performance issues with ServiceNow. They have experienced freezing, slow loading times, and occasional errors while using the tool. These technical problems hinder productivity and create a frustrating user experience.
Concerns about Pricing: The pricing of ServiceNow has been raised as a concern by some users, particularly for small and medium-sized organizations. Reviewers have felt that the cost of the tool is too high for the value it provides, which poses challenges for budget-conscious businesses.
Users commonly recommend using ServiceNow as a ticketing tool and for managing IT assets. They find it to be well-defined and more performance-oriented than other tools on the market. Another common recommendation is to utilize ServiceNow as a solution for service management and tracking tasks. Users appreciate its high integrability and ease of use, making it easier to solve business problems efficiently. However, they suggest improving the user interface and acknowledge the learning curve when initially using the tool. Comparing ServiceNow with other tools like Zira and Remedy, users specifically highlight its effectiveness in tracking customer issues in large companies. Overall, users believe that ServiceNow is the best ITSM product with innovative modules that can benefit any organization. They recommend thoroughly configuring ServiceNow before production and integrating other applications like Power BI for better reporting. Additionally, having a dedicated team to run ServiceNow support is considered crucial, along with thorough planning and communication for maximum benefit. Users appreciate ServiceNow for its contribution to organizational improvement and incident reporting. They also emphasize the cost-saving benefits of reducing paper usage and time spent on business technical issues. Migrating to ServiceNow is recommended for better visibility, automation, continuous improvement, auditing work, and ease of use. Lastly, users find ServiceNow to be an excellent tool for auto-correction of internal processes, believing it to be the best tool currently available in the industry. They suggest understanding the license cost per user role and highlight its suitability for various departments within an organization.
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(51-75 of 78)Companies can't remove reviews or game the system. Here's why
March 16, 2018
ITSM Senior Consultant
ServiceNow lets the organization consolidate many process related to the enterprise service model on a single platform. Typically, the companies start with the main ITSM processes, such as incident, problem and change, using the CMDB, Asset, SLA and KB as foundational applications. Then may then move on to other process such as HR and customer service. With a cloud based solution, and with all major needs covered out of the box, enterprises can go live with this solution very quickly.
- Application fully alligned to ITIL best practices. At least 11 process have been certified by companies like Pink Elephant.
- Cloud-based solution with major needs covered out of the box, with high standard of performance and availability.
- Application fully integrated, making transitions between modules easy and straightforward.
- Service portal, mobile applications and email capabilities provides the end user a self-service experience.
- Licensing model for Fulfillers in order to share pool licenses.
- Report capabilities to obtain certain kind of metrics without performance analytics
- Graphical representation of the Configuration Management Database (CMDB) configuration items (CIs) and their relationships
ServiceNow was used for IT service management by my organization. We utilized a lot of the features and modules including Change, Incident (Internal and External), Knowledge, Problem, Community, and chat. This tool enabled us to implement the ITIL service model of Change Management and Incident Management.
- Easily customizable forms and tables and easy to create field dependencies.
- Great user interface which allows agents to customized lists, favorites, bookmarks, and their dashboard.
- Great filtering options for list views and record views
- Reporting - ServiceNow has definitely come a long way with their reporting features, however, we had to outsource to a third-party entity to create more robust dashboards and reports
- Permissions - User permissions are actually fairly good, but not as easy or intuitive as other systems we have used. The crossover of permissions from the knowledge module and the rest of the platform is subpar.
- Limited CRM features - Although ServiceNow has recently rolled out a lot more CRM options within the past 2 years, it pales in comparison with the more established ones out there, leaving room for error and a gap between managing internal processes and customer-facing processes.
February 06, 2018
ServiceNow Review for Business and Technical Teams
We use ServiceNow to manage all ICT service management activities. This includes service desk, problem management and also Agile based software deliveries to our core systems.
- Great for servicedesk management
- Works well for Agile deliveries and assigning work as well as assessing effort
- Good configuration management tools
- Useful task based dashboards to manage teams
- Tailoring of certain aspects can be difficult and costly to implement
- The tool is for service management purposes but does lack the softer side of service delivery in terms of business expectation and customer satisfaction analysis.
- Licensing model can be complicated.
January 31, 2018
Simple and Easy to use. But, prepare to pay for consulting
ServiceNow is being used by the entire organization, solving the trouble of integration between the different areas of the organization. With the previous tool, we couldn't track what was happening sometimes, for example when lots of people opened an incident ticket and relate them to a problem. This tool helped us to solve this.
- Integration between areas and the user
- Run in the cloud
- Integration with other tools, as monitoring tools creating a ticket automatically
- Integration depends on consultant work.
- No on-premise option
- Price
January 17, 2018
ServiceNow from an IT and call center perspective
Servicenow is used for tracking of inbound customer incidents, project management task assignment and coordination, change management and task coordination, problem management and asset management to a certain degree.
Servicenow helps solve the problem of not being able to associate configuration items with tasks performed on them regularly, be they break-fix, routine maintenance and other one off changes. This can be critical for mapping out trends in incidents and potential infrastructure flaws.
Servicenow helps solve the problem of not being able to associate configuration items with tasks performed on them regularly, be they break-fix, routine maintenance and other one off changes. This can be critical for mapping out trends in incidents and potential infrastructure flaws.
- The change management and task relationship is exceptional. It allows easy collaboration between multiple users on a single change.
- Incident communication workflows are easily customized to ensure that agents are responding to incidents within management defined SLAs. Out of the box communication to the opening user is excellent as well.
- The responsiveness of searching previous incidents/problems/changes along with the easy ad-hoc filter generation.
- Since there are so many ways to customize this application, depending on what your deployment scope is, it is very easy for a smaller development team to get backlogged in enhancement requests
- The user of hyperlinks within forms to generate new windows can have unexpected scrolling behavior of the parent window upon completing a form.
- Out of the box time entry and management is very cumbersome.
December 21, 2017
ServiceNow Review
ServiceNow is being used as an ITSM and Service desk tool, replacing CA ServiceDesk Manager. We have a program in place to go beyond the simple service desk function and extend as a corporate procurement and asset management tool. Potential future use but not yet funded are for GRC(Governance Risk Compliance) and Project Management.
- Provides a standard and relatively easy way to create a system of records for enterprise assets.
- Processes are clearly defined and implemented. Alignment with legacy processes is easy and best practices exist when this is not the case. Automation allows for easy implementation of workflows and use of APIs make integration with external platforms a breeze.
- Self-Service user experience is great. Out-of-the box. No need to specialized, costly and hard to find consultants.
- Implementation is still the domain of major consulting companies. This requires large budget projects. It would be good to develop an education and certification program to reduce the need for major integration companies.
- Maybe confusing at the beginning, too many fields, too much information. Is there a way to start simple and grow?
- Pay attention to overpromising. The company has great marketing material, great sales people, making it seem to be the tool for all IT needs, but the road may be long and costly.
- ServiceNow could be a very good enterprise-wide platform but you need to prepare for significant integration and be ready to adopt standard processes.
December 15, 2016
ServiceNow Rocks!
ServiceNow is the platform that we use to manage our clients' IT services. It is also used internally within our organization to provide a service desk function. It automates the flow of business processes through the use of structured workflows.
- Service Watch is a component that ServiceNow utilizes to discover the IT assets (or configuration items) across different domains. Service Watch also configures the CMDB with what it discovers. This is one of its strengths.
- It has many plugins that you can enable to manage the processes in the Service Life Cycle. The applications that I was able to look into are Change Management ansd Software Asset Management. It provides a lot of funtionality out of the box without doing any additional configurations
- ServiceNow is also very customizable. You can create your own application if you wanted to and put those applications as widgets on the Service Portals.
- The environment for developing widgets seems a bit undone. I found it more challenging to write widgets than applications on Service Now.
- It supports AngularJS development, but it seemed like you need to work with a stripped down version of Angular. Also, there was no support for AngularJS 2.0 in the Helsinki version.
November 15, 2016
ServiceNow: Single system solution for all Hassles!
Score 9 out of 10
Vetted Review
Verified User
I work as ServiceNow developer in my organization and we have many clients using ServiceNow. In other words, we have enabled it for many customers. I do development and customization work for my project on the ServiceNow platform. We get customer requirements and according to that we create new applications or modify the existing ones, automate things, and provide or suggest various methods to implement their requirements according to best practices.
- The ease of customization it provides, great user experience.
- Security features, can be easily integrated with other systems etc.
- Can be easliy upgraded to new versions.
- Provides various automation features.
- As a developer sometimes I feel there should be a global search kind of thing to search a piece of code in the system.
- For developers, some ServiceNow upgrades bring some new bugs/changes in the system which [causes] customers to want to be restored to previous versions.
- The rest everything is superb in the platform.
October 03, 2016
Harness the underlying platform and anchor yourself to a philosophy, because everything else can be changed
We are using ServiceNow mainly for IT processes (ITIL): Incident, Problem, Change, Service Catalog (Requests), Project Portfolio, etc. With our CreateNow license, we have slowly been creating break-fix or request-fulfillment tickets for other operationally focused groups such as Pipeline Services, Owner Relations, and others who were previously using shared mailboxes to do this work. They have seen the value of standardizing the types of work they do and are enjoying the historical metrics and clear technician performance.
- Any type of work that keeps occurring and can easily be compared across "technicians", or the people fixing/fulfilling/completing the ticket, and across timeframes.
- Once all those "chunks" of work are in the lowest common denominator of activity, it's a direct analog of performance in your organization and can be used to report valuable data.
- Having those activities be very repeatable is the first step in automating them and removing them from your human workload - so they can be freed up to work on more difficult or creative tasks.
- Haven't tried the new Project creation tool in Geneva yet, but Projects are always tricky when the tasks associated with them have dependencies on the order of completion and amount of work involved with each. To get each task down to a chunk of 3-4 hours would be a lot of work and hundreds of task dependencies.
- It's very expensive if only used as a service desk ticketing system instead of an entire task management platform across the business. ServiceNow Express or other competitors would be much cheaper if only looking for IT service management.
- Talent to heavily configure or add new functionality (developers) are costly, but you can mitigate this cost by training someone internal who has Javascript or similar object-oriented programming experience.
May 27, 2016
ServiceNow, Service Tomorrow, Service Forever
ServiceNow is being used across our entire business organization. It is our primary mechanism for front line personnel to report problems to our IT service desk. The Information Technology Department uses ServiceNow to track and manage reported incidents, tasks, projects and their resolutions. We also use it as the centerpiece of our change management control. ServiceNow also provides us with a significant portion of our project management flow.
- Easy tracking of individuals' input and time spent
- Automated email updates on work items
- Tight integration among components
- Massive and at times confusing interface
- Too many categories of items with seemingly arbitrary differences in functionality
- Honing in on just what you need is difficult for a basic user
March 28, 2016
Power to simplify
ServiceNow is used throughout the County of San Mateo including all of 28 Departments within the county. It's the central ticketing system, problem management, change management, event management, knowledge base and asset management solution. It's also used as Request Management to all of 28 Departments that they can order services and products from the IT groups.
- Change Management is better than anything else that I've seen.
- Asset Management/CMDB tied to Change Management is simply one of the kind.
- Approval/notification workflow is flexible and powerful enough for any use cases.
- Portfolio management is few generations behind compare to other leading solutions
- Still has versionitus symptoms - some dramatic changes with each release
March 25, 2016
ServiceNow a technical review
ServiceNow is used by our organization both internally for areas such as HR, Incident Management, SDLC, Knowledge Management, Sales Pipeline, demand management and externally to interface with our customers. We continue to add more and more uses for ServiceNow as we continue to grow. ServiceNow can solve any business problem, the only thing needed is a solid process to support the technology.
- ServiceNow is flexible, it can be built to support any process, not only Service Management.
- ServiceNow can integrate with any system, because of its flexibility and underlying technology.
- ServiceNow is constantly improving, with two releases a year they are listening to the wants of customers and adding those features.
- Although ServiceNow is considered a platform, its development capabilities for seasoned developers are light.
- Better documentation, although the documentation is great, it sometimes is not as detailed as it should be.
- Better development APIs, since ServiceNow is a platform it should be supporting its developers with first-class APIs rather than forcing developers to write common code, over and over.
ServiceNow is currently used by IT teams to efficiently respond to business needs, standardize global processes and gather the metrics necessary to promote ITSM maturity.
- Workflows efficiently assign incidents and requests to the appropriate team
- Thoughtful integrations between the forms used by different services help incidents move efficiently through their lifecycle (Incident to Problem to Change to Release)
- Contextual Help promotes Self Service by dynamically displaying relevant knowledge articles
- Knowledge winds through and supports every IT service yet the out-of-the-box knowledge functionality requires many enhancements to yield results
- Users struggle to understand how requests work (REQ vs RITM vs CTask)
- The knowledge editor is clunky and time consuming
December 23, 2015
Service-Later
Score 1 out of 10
Vetted Review
Verified User
We use this product across the entire organization for it support.
- Creating an issue is easy
- Requesting an item is easy
- Closing the software is easy
- Do not have a resolve status and a closed status
- Do not use subtasks - keep it simple
- When I log in, make it easier to see who is working on my ticket/less vague statuses
September 26, 2015
ServiceNow is engineered for your success.
ServiceNow is a Platform as a Service product. It is typically used across the spectrum of IT in my customers' architecture. In virtually every deployment it has began as either an improved or even first time service desk tool and once the value has been demonstrated other enterprise stakeholders are quick to adopt its use - change management and problem management followed by product and services catalogs, asset management, etc.
I can honestly say that I have never been let down by the platform to meet a business goal - even those that might not be possible with other tools. The platform is extremely versatile and easily configurable to meet, thus far, any need.
I can honestly say that I have never been let down by the platform to meet a business goal - even those that might not be possible with other tools. The platform is extremely versatile and easily configurable to meet, thus far, any need.
- Incident Management is the obvious first choice. It arrives out of the box (OOB) fully able to meet the needs of an ITIL compliant/guided Service Desk. The relatively low amount of configuration (usually data and/or special use needs) required to get up and running in an enterprise means that you can immediately be productive with the product and begin identifying mission critical concerns that impede your business success. The #1 benefit, in my estimation, is that the product prevents issues from falling through the cracks. Clients will no longer fail to get resolution because their incidents get lost, passed over or simply forgotten.
- Change Management, always a challenge, benefits from the task based nature of ServiceNow. When combined with the Configuration Management Database and the intrinsic Workflow Manager, ServiceNow provides an integrated set of tools to respond to IT change processes. When integration of Incident, problem and change are in place an enterprise has all it needs to identify concerns, investigate root cause, make critical changes or reparation expediently. The platform also provides for executive level (and deeper) reporting to identify trends of service improvement - or degradation.
- Keep in mind that the tool does not necessarilly require a troop of developers to configure. Most configurations and behaviors require either no or a only a few simple javascript code lines to accomplish. Very often the stakeholders themselves can perform the module changes they need.
- While the individual topic modules are excellent, they would be less effective were it not for the notification engine that permeates the entire platform. Keeping everyone on the same page is a snap. Customer facing communications are separate from internal facing communications. Messages are automated at configurable ticket state changes, at defined events in the system, on the fly in a task form... The methods are email - easily customized to be branded and even personalized by user or department, and SMS notifications.
- Complex reporting is an area that still needs improvement. It is not yet possible to obtain parameterized reporting. In truth, this is the only function of the platform that I would count down.
September 25, 2015
ServiceNow at NIDCR / NIH
We use ServiceNow as a ticketing system at NIH. It is also used to build reports for metrics regarding the tickets we obtain and complete.
It is widely used at NIH. It address IT issues in tracking what users needs help with and reassigning tickets to techs across different campuses and location. Also it helps in regards to creating reports to measure our productivity.
It is widely used at NIH. It address IT issues in tracking what users needs help with and reassigning tickets to techs across different campuses and location. Also it helps in regards to creating reports to measure our productivity.
- Tracking tickets and reassigning tickets
- Allows up to pull reports on tickets that have come in
- Web interface that will allow ease of use at any given time. Not tied down to one machine.
- Reports are hard to generate and takes a long time to load. Its not a simple task and the GUI lacks desire and ease of use
- Although it is a web based platform being mobile is highly necessary and pulling the ticketing system on a device to track a ticket is not friendly at all. There is much that needs to improve.
- General over all look and GUI plus features such as time and duration of a ticket cannot be tracked reasonably as we cannot add in our own time, It only starts and ends when we have time to either create a ticket and or close the ticket.
September 25, 2015
ServiceNow and its Strengths
It is being used by the whole organization for reporting of problems by users, workflow of tickets, implementing a knowledge base and also self service to our company.
- Integrating with our knowledge base and the ability to attach knowledge articles to tickets
- The service catalog is very simple and easy for our users
- Can host a lot of information and integrate it across several modules
- The change system is confusing and our company does not implement it
- Adding bookmarks can sometimes be quite confusing and not easy
- I feel the multitude of options in the navigator can make browsing sometimes a difficult task
September 18, 2015
ServiceNow product review
It is used across the whole organization. It is being used for incidents, change requests, problem management, reports
- Incidents - when configured properly, incidents are easy to create, track, report on, link to change requests
- Change requests - easy to link to incidents, easy to approve, report on
- Service Catalog is pretty powerful as well. As well as the knowledge module
- Incidents and CR - search on keywords could use some improvements
- Reporting module - more built in reports would be useful
- IT Asset management can use some improvements as well
September 18, 2015
ServiceNow: Our cornerstone system
Currently we use ServiceNow for a number of organizations/uses. ServiceNow is used to manage customer interactions (cases) as well as device interactions (incidents) for our internet systems. We also use it to house site information as a sort of network management system for the physical locations and details of our infrastructure. Further, we also use this as a tool to help with project management when building/acquiring new sites.
On the customer side of things, we use ServiceNow to create cases for each customer interaction, as well as to provide tools for our CSRs to help troubleshoot through customer issues. If unable to do so, the CSR may create a work order within ServiceNow and schedule it (through ClickSoftware). Currently, we have the following systems either integrated with ServiceNow or in the process of integrating with ServiceNow:
On the customer side of things, we use ServiceNow to create cases for each customer interaction, as well as to provide tools for our CSRs to help troubleshoot through customer issues. If unable to do so, the CSR may create a work order within ServiceNow and schedule it (through ClickSoftware). Currently, we have the following systems either integrated with ServiceNow or in the process of integrating with ServiceNow:
- ClickSoftware
- ScienceLogic
- EliteCom
- Yonyx
- Twilio
- "Discovery" (This is an in-house built data store for all of our devices and relationships)
- The best thing it does is incident management. It has easy-to-use workflows and form-builders that allow a hierarchy of incidents to interact with one another that help for an overall better ticketing queue and customer experience.
- It is fairly malleable. We currently use it for a myriad of different functions and are able to have our own development team do all of the coding/scripting to make the changes required by our business.
- While the workflows and templates are nice for basic use, once you go deep into coding, there are always surprises come release time. It seems that no matter how deep we go into testing and QA, ServiceNow surprises us with some unforeseen blip that wasn't experienced in our development or testing environments. This can cause the product to seem more unstable as we are having to fix more bugs in production than anticipated.
- Although ServiceNow is fairly malleable, there are still some blockers in terms of getting the product to do what your business needs. There are minor frustrations in bypassing set rules and requirements in the standard templates that cause development some grief.
- Training could definitely be improved. Our company is very new to using ServiceNow (only 1 year in), and our training didn't prepare us for our coding needs. After attending the ServiceNow conference and seeing the vast array of interfaces, we realized just how little we knew and understood the system. Had we better understood things like CMS, we would have developed many of our features differently and thus provided a better experience to its users.
April 08, 2015
ServiceNow Pros and Cons
ServiceNow at VCE is used for the the ticketing system and also in implementing the CMDB. It is used by the whole organization. It helps us with incident management,change managemnet and problem management. One of the products that we develop is Vblock. In order to track these Vblock at different client locations, we use CMDB module in ServiceNow. In addition to that, general IT ticketing is managed by ServiceNow at VCE.
Currently, I work in the CMDB(Configuration Management Database) team at VCE. We are using CMDB for our product Vblock and to understand the relationships of the CIs.In future we want to use CMDB as an internal tool to improve the sales of Vblocks.
Currently, I work in the CMDB(Configuration Management Database) team at VCE. We are using CMDB for our product Vblock and to understand the relationships of the CIs.In future we want to use CMDB as an internal tool to improve the sales of Vblocks.
- Configuration Management Database (CMDB)
- Update Sets
- Domains
- Scripting on both Client and Server
- Web Services
- Cloud Based Tool
- Versioning
- More Documentation
- Better Tech Support
September 29, 2014
Eureka! ServiceNow is SaaS for the MaaSes.
For an additional fee, detailed review can be found in State of the ITSM Market at: http://www.itsmuniversity.net
Northcraft Analytics is a provider of Business Intelligence applications for Enterprise IT. As such, we have created a pre-defined set of 2,000 measures and Key Performance Indicators for 11 ITIL process areas (as of August, 2014). ServiceNow (NOW) is currently #2 in market share in the IT Service Management market (estimated at @ 1.7 Billion WW in 2014). NOW is our 2nd most popular BI application as well as the fastest growing in our portfolio of products (this is directly correlated with NOW's growth in the ITSM market). In the development of our offering for NOW (which is on-going) we have learned a great deal about the product's capabilities. In addition, when offering support for our product to our customers we learn their needs with respect to IT Performance management across the commonly deployed NOW modules. In our opinion the most common problems addressed are:- Request Fulfillment Automation to increase productivity within medium to large enterprise IT departments.- Self-Service Shopping for Employees to reduce call volume and simplify access to company services- Business Service Management to enhance communication between IT, lines of business & executive management
- Request Management & Fulfillment - ServiceNow has the strongest offering outside of "best of breed" players, such as Kinetic Data.
- Knowledge Management that is tightly integrated to the Incident Management function with powerful text search built in.
- Orchestration, specifically password reset automation for Active Directory
- PaaS (Platform as a Service) - ServiceNow is designed for customization and new application creation. Most importantly, JavaScript is leveraged, which is an established standard language.
- Upgradability - While NOW is customizable, it can become more difficult to upgrade if solid implementation expertise is missing at critical moments.
- Pricing - ServiceNow's pricing model has become less transparent more expensive (due to lower discounting) and more complex post-IPO. This is a reflection of the pride NOW feels in the product... which is somewhat justified by revenue growth which outstrips that of their competitors.
- Depth in Functionality - This is both a positive and a negative. Depth in functionality often increases the complexity of the application and decreases the usability. ServiceNow doesn't have the depth of an HP Service Manager of BMC Remedy IT Service Management, but this can be an advantage as well.
- Lack of Native Multi-Tenancy - This can hamper ServiceNow deployments for Managed Service Providers.
August 09, 2014
ServiceNow, a system I don't have to worry about failing me
It is being used in a business unit to support a drive towards using ITIL and DevOps to provide better IT Service Management
- Transparency. It is possible to report on almost any activity type within the application.
- Integration. Once you understand how the platform can be leveraged to build data integrations to existing data sources you'll find value in having a single pane of glass to see and manage your processes
- Documentation. I've found the ServiceNow wiki to be full of extremely helpful content and their online user community to be helpful in getting response to content not already found in their wiki.
- Training. Official industry recognized certifications do not appear to be ready yet for their platform.
- Bugs. Visibility to bugs when they're known vs opening a ticket to the support team such as being subscribed to an email list for admins.
August 07, 2014
ServiceNow--the next best Enterprise ITSM tool
ServiceNow was picked to replace the existing numerous tools to support ITSM. ServiceDesk associates perform Incident Mgmt using ServiceNow. Most of the IT services are offered via the Catalog in SErviceNow as a one stop shop.
- Incident Management
- Change Management
- Workflow Management
- Customising dashboards for business use
- Better Scripting features
- Better integration with other tools to draw data
August 06, 2014
ServiceNow = Satisfied Customers
We implement ServiceNow for our clients and that is our core focus as a company. On our most recent engagement, we redesigned the user interface of American Airline's self-service portal using the CMS capability within ServiceNow. For that particular engagement, the product is used across the entire company with about 70,000 users.
- Provides a strong "single plane of glass" portal for employee self-service.
- The tool is very extensible. There are multiple ways to customize and integrate the product. Creating applications on the platform and extending it is relatively straightforward.
- Provides a great single source of record for all service relationship management needs.
- Strong ROI stemming mainly from reductions in call center volume, fewer outages, and faster outage resolution.
- The user experience of the ServiceNow product needs work. The tool can be very intimidating to new users, and that can harm adoption. In most cases, this issue is addressed by customizing the user interface via the CMS and with training, so these efforts should be be planned for upfront.
August 05, 2014
Disgruntled IT Lead Finally Finds Product Worth Using
Score 9 out of 10
Vetted Review
Verified User
ServiceNow was used by our company for a government agency, to help manage help desk incident, request, change, and problem tickets. It was used by our Tier 1 analysts to input tickets into the system, to be escalated to Tier 2 or Tier 3 technician's on the government side.
- It is highly customizable. If you need to tweek something you don't like with out of the box features, it has far better malleability than other platforms I had used for the same purpose such as SharePoint, and Microsoft's ticketing system.
- It has high functionality. Where we had problems before in other systems was in relating tickets to one another, and being able to run custom reports. ServiceNow can run reports on metadata and data across multiple ticketing systems, and it had no problems being able to relate keys from one table to the next. In addition, we were able to link fields from one ticketing system in another ticketing system, for each ticket.
- It's easy to learn and tinker with. Having trained a team of help desk agents, this part was key. I've fumbled through training in multiple systems. This one by far was the most intuitive to use.
- It's cheaper than other products with the same ratings. Remedy can be almost 10 times as expensive, depending on the customization needed and the number of users.
- The look and feel could use a little bit of a facelift. Other than that, I wouldn't really change anything that can't be customized already.