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ServiceNow IT Service Management

ServiceNow IT Service Management

Overview

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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Learn from top reviewers

ServiceNow IT Service Management Review

Rating: 8 out of 10
April 14, 2023
Vetted ReviewVerified User
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, lapto...
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Harish kumar Vardineni
Project Manager - Information Technology
Technology Lead
Infosys Limited
ServiceNow IT Service Management4 years of experience

ServiceNow IT Service Management Review for TrustRadius

Rating: 8 out of 10
March 1, 2023
Vetted ReviewVerified User
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 updat...
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Verified user
Professional
ServiceNow IT Service Management5 years of experience

Tech guy with 15 years of experience annoyed with ServiceNow.

Rating: 9 out of 10
July 4, 2022
Vetted ReviewVerified User
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 n...
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Max Lewenhaupt
Employee - Information Technology
EMEA Enterprise Support Specialist
Discovery Networks International
ServiceNow IT Service Management1 year of experience

ServiceNow really does provide service NOW

Rating: 9 out of 10
July 1, 2021
IncentivizedVetted ReviewVerified User
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 t...
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Jessica Rich
Manager - Product Management
Project manager
Indeed
ServiceNow IT Service Management1 year of experience

ServiceNow IT: The Best ITSM Tool You Must Have!

Rating: 9 out of 10
May 17, 2021
IncentivizedVetted ReviewVerified User
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...
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Sandeep Singh
Consultant - Information Technology
Consultant
DXC Technology
ServiceNow IT Service Management5 years of experience
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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
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.2
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.5
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

7.8
Avg 8.4
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Product Details

What is ServiceNow IT Service Management?

ServiceNow IT Service Management Integrations

ServiceNow IT Service Management Competitors

ServiceNow IT Service Management Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

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 Service Desk (discontinued), 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 9.2.

The most common users of ServiceNow IT Service Management are from Enterprises (1,001+ employees).
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Comparisons

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Reviews From Top Reviewers

View all reviews
(1-5 of 78)

ServiceNow - the hard to use workhorse

Rating: 5 out of 10
Incentivized
January 30, 2020
Verified User
Employee in Information Technology
Education Management Company, 1001-5000 employees
Vetted Review
Verified User
ServiceNow IT Service Management
2 years of experience
Use Cases and Deployment Scope
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.
Pros
  • Flexibility
  • Feature set
Cons
  • Difficult to use
  • Lacks clarity
Likelihood to Recommend
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.

Fast And Easy To Use Service Request/Change/Incident Management Tool

Rating: 7 out of 10
Incentivized
February 12, 2020
PB
PAULIUS BUCINSKAS
Analyst Digital Site Health
Western Union (Financial Services, 10,001+ employees)
Vetted Review
Verified User
ServiceNow IT Service Management
1 year of experience
Use Cases and Deployment Scope
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.
Pros
  • Faster performance than competitor products.
  • User friendly interface.
Cons
  • Does not have a "paste from clipboard" option.
  • Missing some functions in Incident creation option (like adding a table in the description field).
Likelihood to Recommend
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.

Service-Later

Rating: 1 out of 10
December 23, 2015
Verified User
Engineer in Information Technology
Consumer Goods Company, 5001-10,000 employees
Vetted Review
Verified User
ServiceNow IT Service Management
1 year of experience
Use Cases and Deployment Scope
We use this product across the entire organization for it support.
Pros
  • Creating an issue is easy
  • Requesting an item is easy
  • Closing the software is easy
Cons
  • 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
Likelihood to Recommend
There aren't any scenarios where it has worked well. I would recommend Atlassian products any day over ServiceNow.

Supporting a call center using ServiceNow

Rating: 8 out of 10
Incentivized
February 10, 2020
Verified User
Manager in Professional Services
Financial Services Company, 10,001+ employees
Vetted Review
Verified User
ServiceNow IT Service Management
6 years of experience
Use Cases and Deployment Scope
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 .
Pros
  • 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).
Cons
  • 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.).
Likelihood to Recommend
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).

Disgruntled IT Lead Finally Finds Product Worth Using

Rating: 9 out of 10
August 05, 2014
Verified User
Analyst in Information Technology
Information Technology and Services Company, 1001-5000 employees
Vetted Review
Verified User
ServiceNow IT Service Management
1 year of experience
Use Cases and Deployment Scope
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.
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
How many users will be using this? How many will you need imported into the system as just metadata (such as affected users), and how many admins will need to be able to log in and make customizations? If these numbers are low, you may want to think about a cheaper system. Otherwise, this product is perfect.
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