ServiceNow IT Service Management

ServiceNow IT Service Management

About TrustRadius Scoring
Score 8.4 out of 100
ServiceNow IT Service Management

Overview

Recent Reviews

Great Service Management Tool

9 out of 10
April 08, 2022
ServiceNow is our primary ITSM tool, we use the modules like Change Management, Incident Management and Problem Management extensively. …
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Best ITSM Tool in the Market

10 out of 10
April 06, 2022
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 …
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SNOW ITSM needs simplification

7 out of 10
February 13, 2021
Being used across the organization for everything that falls under the IT portfolio. For anything that involves IT requests, for all range …
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Service Now--at your service

7 out of 10
December 21, 2020
We use ServiceNow IT Service Management for change, asset, incident, and problem management. It’s used by the IT department though we have …
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Awards

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Popular Features

View all 13 features

Organize and prioritize service tickets (67)

9.1
91%

ITSM reports and dashboards (62)

8.6
86%

Self-service tools (65)

7.7
77%

Subscription-based notifications (63)

7.6
76%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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Starting Price

$10,000.00

Cloud
per year

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Features Scorecard

Incident and problem management

8.2
82%

ITSM asset management

8.0
80%

Change management

8.2
82%

Product Details

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 and configuration management, and (on the higher tier ITSM Professional plan) ITAM and software asset management.

ServiceNow IT Service Management Integrations

ServiceNow IT Service Management Competitors

ServiceNow IT Service Management Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

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Frequently Asked Questions

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 and configuration management, and (on the higher tier ITSM Professional plan) ITAM and software asset management.

What is ServiceNow IT Service Management's best feature?

Reviewers rate Organize and prioritize service tickets highest, with a score of 9.1.

Who uses ServiceNow IT Service Management?

The most common users of ServiceNow IT Service Management are from Enterprises (1,001+ employees) and the Information Technology & Services industry.

Reviews

(1-25 of 79)
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Max Lewenhaupt | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It's being used across the whole organization. Our entire company sends and finishes tickets using the portal. We use each queue for IT, facilities, and others. Our business needs quick responses, as we work at a media company. We handle [everything] from small issues to big issues on servers and it is of vital importance that the [ticketing] software [vendor] respect our time frames and needs.
  • Maybe some of the customization features.
  • Cloud-based.
  • 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.
The latest versions greatly improved my previous experience. I had the opportunity to learn management modules and we need to improve and reduce the size of our database to improve performance. But it is excellent what they have achieved in these times. With my experience from many years in different countries I have to admit that the Catalog builder tool saves a lot of time. It's excellent.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
  • Support on questions.
  • Easy to use tool.
  • Opportunities to expand.
  • Better design.
  • More functions for Slack integration.
  • Create option for managing devices.
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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
  • Integration
  • 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
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is being used across the whole IT division of the organization. Outside of the IT department, outside staff doesn't have a way to submit a ticket. The process of submitting new tickets is by calling the IT department, making the program itself only used internally, and only by a certain department.
  • 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.
ServiceNow IT Service Management is most applicable for larger companies. It can supply large, easily searchable Knowledge Base articles to train employees, especially Tier 1 tech support. If the company has a large about of Tier 1 tech support staffed, then this is a perfect service. It also includes a lot of ways to categorize and search the categories of the tickets, so that even a large amount of tickets can be filed away properly.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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...
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Our organization uses ServiceNow as our IT [Service Management] tool across the organization. It provides IT with a tool to manage incidents, problems, changes, releases, tasks and more. For our customers, it provides a portal to access knowledge base articles, request catalog items and report issues. Before ServiceNow, we struggled with solutions across multiple platforms.
  • Workflows
  • Change Management
  • User Interface
  • Creating custom search queries
  • Workflow designer
  • Initial Setup
In a medium to large sized organization, ServiceNow [IT Service Management] will be a good fit. Our organization is only using a small part of the offering from them but it solves many of our business problems. I would not recommend ServiceNow [IT Service Management] for small organizations or organizations that [I feel] are still very early (immature) in their change management process.
Sandeep Singh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
ServiceNow IT Service Management is being used across the organization. It is a very user-friendly and lightweight application. It is accepted by most of our clients to run in their environment too. It is easy to integrate with client inventory. The incident, change, and problem management processes are followed by ITIL Guidelines. It is easy to customize as per the client's requirements. In a nutshell, ServiceNow has been in high demand in the last few years. In my previous organization, they used it for 300+ clients.
  • 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.
Best suited for Unix/Windows server monitoring, asset management, and problem management.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Being used across the organization for everything that falls under the IT portfolio. For anything that involves IT requests, for all range of IT needs, for break-fix, for problem management, for incident management, and for change management, including requests within the IT org. It serves as a one-stop-shop for all IT-related requests, break-fix, and change/problem management.
  • 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.
Some SNOW processes are simpler than the others. But overall, what SNOW ITSM lacks is out of box integration with external apps or platforms. We can do customized integrations that have their own set of challenges.
I personally don't think SNOW itself is an issue with support. It is the support vendor who could be challenging.
Score 7 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is one of our internal ticketing systems used for assigning work, raising incidents, getting approvals, knowledge base repository, and also our CMDB. It is one of the ticket systems used by all of IT, but is aimed more at the network infrastructure teams.
  • 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.
ServiceNow is a ticket software and is fine to use for any circumstances which requires assigning work to teams or individuals, creating approval flows where different people need to approve a work item, or even some other random functions like a knowledge base for storing team articles or creating a Configuration Management Database (CMDB). While it is used by all of our IT department, I can see why the developers are using Jira more and the infrastructure teams are using ServiceNow.
Since I am just a front end user I haven't had to deal with Service Now support.
Saul Sanchez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use it to handle all of our IT requests for different departments, DBAs, Network, Infrastructure, security, applications, human resources new people onboarding, and IS. We also use it as our main tool to handle and schedule our delivery process and to submit change requests. And finally, this is the tool that we use to manage and handle our production incidents and problems
  • 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.
It is great to have a well-defined process while requesting support, it is easy for you to see the progress of your ticket and who is or has worked on your request. You need to have a well-defined catalog; if you do not do that your support requests steps could be too many.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use ServiceNow IT Service Management for change, asset, incident, and problem management. It’s used by the IT department though we have started implementing it for others like HR. The main problem it helps with is incident management--reporting a ticket via chat, email or call is easy. It also helps us organize changes and understand impacts. We use the asset inventory for management and have it tied into the purchase order process.
  • Incident management
  • Change processes
  • Purchase order tracking
  • Asset management
It is suited for medium to large companies that can afford to have a full-time ServiceNow developer. There is a lot of customization and coding that can be done to make it a great product but that requires some coding expertise. It is great for companies that do not have any current products and are looking to get ServiceNow IT Service Management implemented.
We tend to get pointed in the right direction. Can be tedious at times.
Score 9 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is our incident, change and problem management tool. It also serves many other functions throughout the organization and it utilized by the entire company. The knowledge repositories for documenting procedural information is heavily used as well as a catalog for users to request specific services from IT and or business teams.
  • 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.
ServiceNow can facilitate an organization's needs for a robust incident and change management tool. It also has a wide array of other features that can be tailored to the company or down to the individual. ServiceNow also provides capabilites for event management, such as a trigger that would perform a restart of a service on a server for example.
I have not used ServiceNow support directly, however it appears the company sticks to a steady release plan for new versions and updates.
Score 10 out of 10
Vetted Review
Verified User
Review Source
It's being used across the whole organization as the only software to provide customer support for all the company systems. Users submit a ticket requesting support with any of the applications our company uses.
  • User-friendly.
  • 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.
I have found the functionality of the system to be really good and user-friendly (easy to learn).
I gave this rating becasue the support has always been good.
Score 9 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is used as the main way to source and distribute our tickets and requests for our service desk. It is used by the entire IT organization. It addresses and gives us a way to organize efficiency for the ticketing system that our organization uses when submitting a need for technical help.
  • 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.
ServiceNow is well suited to any organization with a large service desk that needs to address the issues, requests, and concerns of multiple users. It is well suited for an organization that needs an easy way to distribute tickets.
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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
ServiceNow replaced the Cherwell Service Management tool in our organization. We use this tool for Service Request, Incident Report and Change Request management company wide. Different operational teams are using the tool, both internal employees and outside customer service requests and issues escalation. The tool is also used for reporting purposes inside each support team.
  • 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).
ServiceNow has a lot of useful training material. It is easy to get trained and be able to use the tool efficiently in a short period of time. Fast performance and a lot of different reporting options is a big plus of the tool.
The respond and fix time is very good. Clear resolution of the task requested and also an informative description about any inquiry that was raised.
Score 8 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is used in the tracking of IT services-related technical activities. "Tickets" get created to record requests, incidents, changes, etc. within the firm. A helpdesk is available where technical support folks can create tickets on behalf of callers who are in need of supplies or assistance with some technology. Other professionals who are more comfortable navigating the ServiceNow product will create their own tickets .
  • 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.).
ServiceNow is certainly appropriate for any organization that operates using a ticketing system to document work managed (i.e. an IT HelpDesk, a cable, phone, or internet service provider). It would not be well suited for an environment where service offerings are not the type that can be compartmentalized and aggregated perfectly (i.e. some professional services such as law offices, financial services, medical facilities).
Having used earlier versions of ServiceNow, when compared to its current look and feel I can say the current version we're using is far more intuitive, simpler to navigate (even for novice users of self-service tools), and quicker. On occasion I can see slowness when performing searches in the Knowledgebase or when querying for tickets, but other than that am pleased with it as a tool to support our practice.
Score 10 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is being used in the IT Department as a way to manage Incidents and Change Requests at this time. It allowed us to put all the information into one reliable system. It also allowed us to customize the process with in the organization for these processes. The system is also available outside of the organization and is cloud-based, where our prior system was only on-premise.
  • In the Cloud
  • Reliability
  • Initial setup can be daunting
  • No dark theme
I would recommend ServiceNow for anyone. ServiceNow is so powerful and highly useful that it would be a benefit to any organization with at least over 750 employees. This software is highly customizable and integrates with almost any software that might be used by your organization. It is something to look at if you can afford it.
A lot of their support is automated so that you get what you want to take care of when you need it, but in the event, you need to talk to a person, you can always call and get your issue resolved asap. They are also really good at keeping you up to date on your issue until its resolved.
Srinivas Rao | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
ServiceNow has been an integral part of our Service desk, used by tech and non-tech customer service team
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
If I am opening a new process, then I will include ServiceNow. I will recommend highly to the people who would require an application to track data and handle customer complaints and issues.
Unfortunately, I have never required Support :) There have been instances where there was a downtime for a few minutes, maybe, but it was up and running. It did not affect business.
Score 9 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is being used for IT Service Management, the central ticketing system to report and solve issues across all company departments. It was also used to drive some of the core company processes like New to hire processing. Where the workflow triggers and creates several tasks and gets them assigned to different departments and individuals to accomplish all tasks needed to supply a new hired individually with all the required accesses to applications that the company uses.
  • 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.
Whenever there was an issue that ServiceNow itself had to address, their response was quick and accurate. They were even able to create custom fixes to solve some of these issues, or at least we would get a date or release when the problem will get resolved, so there was no trying to guess when an official fix will be provided to us.
Score 10 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is being used extensively through out our whole firm. We utilize the tool to manage requests. We have a portal built that allows our clients to escalate their request to our company. We also use it for change management. We have an approval process built in and it provides transparency across the firm to see what changes are happening each night. We leverage the knowledge base feature and maintain knowledge base articles in ServiceNow. We also have groups that manage projects via ServiceNow tickets.
  • 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.
I would highly recommend this platform for any firm trying to consolidate a lot of tasks into one tool. If you need a SaaS provider that allows you to manage requests, change management, knowledge bases, client portals, and reporting functionality, this is a great tool. My firm has really benefited greatly from utilizing this tool.
ServiceNow support has been good, but we've leveraged consulting firms to help us build out the tool to a state that is suitable for our firm. We've also attended ServiceNow conferences in Las Vegas, and those sessions have been very informative and provided some great ideas as to how we can further leverage the tool in the future.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Everyone in my organization uses ServiceNow. High level: some people complain about the performance or features but to be honest, there's no way any other application can service a 40k user company. It does a great job tracking requests and other services. I've been a user for a while and it allowed me to easily track requests and open requests for other users. It has a good user interface and an advanced back end for more technical people.
  • Track requests
  • History and archiving
  • Slowness
  • It costs more to integrate it with MS Teams even if the organization has a license for both
For a large scale organization, it's been working perfectly. We have used it for over 5 years and I'm happy with it. Some users complain about small things but I'm sure no other tool can solve what a 10k+ person organization needs.
Internal teams work directly with ServiceNow Support and do a great job communicating back solutions to problems our team has.
Score 5 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is used for knowledge-base management (help articles), incident/ticket management (help desk), and lots of internal processes for managing groups, forms, and other internal processes within the IT department. It is used across all of IT internally and then externally for the help articles and incident help tracking (emails). It has grown from originally handling just incidents to doing everything we can possibly think of - which isn't a great thing.
  • Flexibility
  • Feature set
  • Difficult to use
  • Lacks clarity
ServiceNow is well suited to an organized IT department who has multiple people with the time to understand and help others use it effectively. Having lots of end users, even IT people, create their own articles and manage tickets is difficult due to a non-intuitive interface. This might be due to how our organization setup and implemented ServiceNow originally. Nonetheless, I find it very difficult to navigate and to remember where things are. Building reports is a struggle. However, it's not my primary role to understand ServiceNow and I only use it 1-2 a week. My advice is to reduce the number of people who need to interact with ServiceNow to a bare minimum. If you can have one person who helps others create and manage help articles and incidents (if they are infrequent) it'll ultimately save time.
I have never needed to use ServiceNow support. We support it in house and with all the customization we have done it's best not to rely on external support.