Addresses the main ITSM areas …
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Organize and prioritize service tickets (67)
ITSM reports and dashboards (62)
Self-service tools (65)
Subscription-based notifications (63)
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Entry-level set up fee?
- No setup fee
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
- Agiloft Flexible Service Desk Suite
- IFS Assyst
- CA Service Management, with CA Service Desk Manager
- Cherwell Service Management
- Hornbill Supportworks ITSM
- IBM Control Desk
- ChangeGear Service Desk
- BMC Helix ITSM (Remedy)
- Ivanti Service Manager (powered by Heat)
- Solarwinds Service Desk (formerly Samanage)
- Maybe some of the customization features.
- Can add attachments [to tickets].
- Chat Integration
- Web based Catalog
- Easy integration with Chat features
- New version improves a lot
- Getting better with attachmets
- Search fields improve for last review
- Need some works on database to reduce configuration items.
- Improved on last versions
- Work better on Chrome.
- Support on questions.
- Easy to use tool.
- Opportunities to expand.
- Better design.
- More functions for Slack integration.
- Create option for managing devices.
- Good search capabilities. Applications are created within CMDB and we can search for the app to see the changes, incidents and problems created
- Reporting. Great store of MIS reports and will let you to create custom reports
- Visual Task Boards - use it as Kanban boards
- Performance - Sometimes there is a bit of slowness
- Reporting - More chart options
- More options embedded to support Agile framework
- Keeping a record of all requests and status
- can manage all services all together at single platform but still in separate modules
- very well defined roles and features
- sometimes hard to find particular modules, it should allow using keywords for searching purposes
- Categorizing: Very easy to categorize tickets.
- Knowledge Base: The KB system is very good at creating useable, searchable articles.
- Searchable: Easy to search either KB articles or tickets.
- Slower loading times: Because the system is so large, it is very slow at times.
- Complicated search: The ticket search system is not very intuitive.
- Down time: Have had issues in the past where the system would go down.
- To create a ticket takes very little up front information and allows the user to submit a ticket quickly
- The interface is simple and straightforward
- It's easy to conduct a conversation via the ticket and ask questions/get answers.
- If one of my employees submits a ticket, they can't easily share the ticket with me via a link. They have to add me as a watcher.
Thanks to the SaaS/cloud solution, ServiceNow IT Service Management is very accessible, secure, and reliable on multiple levels.
- Provides different APIs that allow you to develop solutions that initiate a case
- We can initiate a case using email
- It provides a very comprehensive and editable dashboard for every individual user
- Very customizable for every user--colors, dashboards, reports, etc.
- I'm not sure if this exist already, but a video tutorial would be great to have
- A more comprehensive user lookup
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.
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.
- Discovery for Configuration / Asset.
- Consistent look / feel across different practices.
- Ability to integrate with other systems / tools (i.e. Navvia).
- More automation of separating CIs and Assets.
- More links with ITIL Processes in terms of help / FAQs etc...
Good reporting / scorecard facilities to utilize these records.
- Change Management
- User Interface
- Creating custom search queries
- Workflow designer
- Initial Setup
- Highly customizable
- Light weight application
- Easy to integrate with client inventory.
- Following ITIL process for incidents/change/problem management, etc.
- ROI is best in class.
- Self healing in terms of issue of possible resolution.
- Change approval needs to be more customized.
- New requests
- Approval flow
- Alerting for process flows
- Change management has a much more complex process flow as compared to others and needs improvement.
- Filtering and searches can get better.
- Flexibility in the type of tickets created.
- Standard forms to fill for tickets and incidents.
- Allows you to assign work to teams if you don't have an individual to assign it to.
- I need to keep special bookmarks since some areas don't have links to get to, and I'm not sure how else I would get to those pages.
- When I'm trying to open one type of ticket, sometimes I can only find the buttons for a different type.
- The different ServiceNow versions are named after locations which doesn't make it clear what is a newer or older version.
- Organizing development process.
- Handling production incidents.
- Easy way to submit a ticket to request support, you have a friendly user catalogue.
- There are some processes that have too many steps to be completed.
- You have limited users with full access (write/edit), you need to pay more.
- You need time to understand the user interface.
- Incident management
- Change processes
- Purchase order tracking
- Asset management
- Easy to use and straightforward with options that fit just about every department.
- API easily accepts SOAP requests for automatic ticket generation and integration into other applications.
- Dashboards and a built in visual task board similar to a Kanban board are nice features.
- Unable to create robust service offerings for end users in the catalog. The current process works fine for our needs but have to tailor certain offerings based on limitations of the product.
- Certain aspects are clunky and hard to correctly setup. For example, oncall calendars and scheduling require the user to define several components which are not intuitive and don't seem to follow a logical flow.
- The workflow within ServiceNow is efficient.
- As a user, I haven't identified any areas where i would like to see improvement.
- I'd like to learn how to use filters better in order to find tickets assigned to me in a faster, easier way, but that is not a system issue.
- Alerts immediately when a ticket has been created.
- Streamlines the process for whose ticket is sent.
- The interface can be a little jumbled looking.
- Excess emails are sometimes sent.
- Faster performance than competitor products.
- User friendly interface.
- Does not have a "paste from clipboard" option.
- Missing some functions in Incident creation option (like adding a table in the description field).
- Ease of ticket creation (navigating just a few fields to get the process underway).
- Ability to provide supporting documentation as attachments to tickets (screenshots, spreadsheets).
- General slowness when querying on lists of tickets at times.
- Mentions of service disruptions can be significantly delayed following the actual event (i.e. network connectivity disruption, power loss, etc.).
- In the Cloud
- Initial setup can be daunting
- No dark theme
This is used by most of the departments that are associated with one of our clients. ServiceNow addresses the central issue of handling customer issues. It is used extensively by about 300 of the total of 500 staff members of my organization.
- Tracking incident history
- Report Generation
- Its keep logging out
- Overall layout
- Report and assign issues that employees are having with a system or application that they need to use to help them complete their work.
- Keep track of all IT assets (Employee computers, company telephones assigned to employees).
- To accomplish some of the tasks like the discovery of servers and retrieval of info from these servers on the network, ServiceNow requires you to pay extra to get the additional services, and these services can get very expensive.
- ServiceNow has between 1 or 2 version releases per Year, these New releases introduce new features but most of the cases they have issues or create new problems on existing components on initial release, so we decided to skip releases and make the updates on every other release and wait at least for the first set of fix patches to be available
- Ticketing is the greatest strength of ServiceNow, so having users log issues and then trigger workflows to get tasks created and assigned to multiple support groups to solve the problem is the best use of ServiceNow.
- Although ServiceNow is powerful, sometimes they (ServiceNow reps) want to sell you the idea that all processes can be solved through the use of ServiceNow. However, that would require too much customization that gets problematic when a new version upgrade is required. As I mentioned, they do between 1 to 2 releases per year, so trying to upgrade when too many customizations were made can become a problem or need too much time to make sure all isn't broken.
- ServiceNow is highly customizable. You can build out your desired forms and leverage those forms to build out reports to track progress and trends.
- ServiceNow has e-mail forwarding built in, so anytime a ticket gets updated, the end-user associated with the ticket can have an e-mail notification sent to them.
- To get the platform to do exactly what you need, it requires a good amount of dev work. I wish the out of the box version had an easier way to build out customizations.
- The firm will have to hire ServiceNow experts to serve as administrators.
- Track requests
- History and archiving
- It costs more to integrate it with MS Teams even if the organization has a license for both
- Feature set
- Difficult to use
- Lacks clarity