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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 Overall a wonderful tool!

Rating: 8 out of 10
April 8, 2022
Vetted ReviewVerified User
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.
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Verified user
Technician
ServiceNow IT Service Management3 years of experience

Great Service Management Tool

Rating: 9 out of 10
April 8, 2022
Vetted ReviewVerified User
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 integrat...
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Verified user
Engineer
ServiceNow IT Service Management4 years of experience

Best ITSM Tool in the Market

Rating: 10 out of 10
April 6, 2022
IncentivizedVetted ReviewVerified User
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 exam...
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Verified user
Engineer
ServiceNow IT Service Management2 years of experience

ServiceNow: Perfect for large IT Departments

Rating: 10 out of 10
July 28, 2021
IncentivizedVetted ReviewVerified User
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 su...
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Verified user
Administrator
ServiceNow IT Service Management2 years 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 Service Management is the ultimate tool

Rating: 10 out of 10
June 7, 2021
IncentivizedVetted ReviewVerified User
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 ...
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Verified user
Employee
ServiceNow IT Service Management4 years of experience

ServiceNow IT Service Management in Reality

Rating: 8 out of 10
June 2, 2021
IncentivizedVetted ReviewVerified User
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, Probl...
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Verified user
Consultant
ServiceNow IT Service Management3 years of experience

ServiceNow: A tool that can handle challenges when you're ready!

Rating: 10 out of 10
June 1, 2021
IncentivizedVetted ReviewVerified User
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, task...
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Verified user
Employee
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

SNOW ITSM needs simplification

Rating: 7 out of 10
February 13, 2021
IncentivizedVetted ReviewVerified User
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 prob...
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Verified user
Engineer
ServiceNow IT Service Management5 years of experience

ServiceNow IT Service Management Review

Rating: 7 out of 10
February 10, 2021
IncentivizedVetted ReviewVerified User
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 t...
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Verified user
Engineer
ServiceNow IT Service Management2 years of experience

Great tool to track and tackle down incidents

Rating: 7 out of 10
December 21, 2020
IncentivizedVetted ReviewVerified User
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 ...
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Saul Sanchez
Manager - Engineering
Engineering Manager / Scrum Master
Vesta Corporation
ServiceNow IT Service Management3 years of experience
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

View all pricing

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

View all alternatives
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Reviews and Ratings

(514)

Community Insights

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!

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.

Reviews

(1-18 of 18)
Companies can't remove reviews or game the system. Here's why

ServiceNow: A tool that can handle challenges when you're ready!

Rating: 10 out of 10
Incentivized
June 01, 2021
Verified User
Vetted Review
Verified User
ServiceNow IT Service Management
1 year of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • Workflows
  • Change Management
  • User Interface
Likelihood to Recommend
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.

Great Software for any IT organization

Rating: 10 out of 10
Incentivized
February 08, 2020
Verified User
Vetted Review
Verified User
ServiceNow IT Service Management
2 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • In the Cloud
  • Reliability
Likelihood to Recommend
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.

Currently the best ITSM application on the market

Rating: 9 out of 10
Incentivized
February 05, 2020
Verified User
Vetted Review
Verified User
ServiceNow IT Service Management
5 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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).
Likelihood to Recommend
  • 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 - the hard to use workhorse

Rating: 5 out of 10
Incentivized
January 30, 2020
Verified User
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 and Cons
  • Flexibility
  • Feature set
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.

Great information repository if configured correctly

Rating: 2 out of 10
Incentivized
December 12, 2019
MS
Maurice Samuels
DBA
PNC (Banking, 10,001+ employees)
Vetted Review
Verified User
ServiceNow IT Service Management
3 years of experience
Use Cases and Deployment Scope
ServiceNow is used to track IT hardware equipment, along with interdependencies. It is also used to track changes. It is meant to function as a central repository for all changes and all hardware equipment; along with high-level data such as an operating system and software versioning. Instead of having multiple systems of record for an accounting of hardware/software/network addressing; ServiceNow functions as the central information repository.
Pros and Cons
  • Ability to track all changes to a specific and individual item (such as a Linux server).
  • Retrieve and display interdependent items. Servers run OS' and connect to a network via addresses 1, 2, 3, etc.
Likelihood to Recommend
Tracing a piece of hardware like a node within a cluster of servers, to its data center and network connection is very easy if configured properly within ServiceNow. Determining what changes have been made to a configuration item, or a dependent item is very easy. This is critical to problem diagnosis, troubleshooting, and root cause analysis.

Powerful yet Clunky

Rating: 6 out of 10
Incentivized
October 24, 2019
GJ
Gardiner Jones
Windows Systems Administrator
DaVita Kidney Care (Hospital & Health Care, 1001-5000 employees)
Vetted Review
Verified User
ServiceNow IT Service Management
5 years of experience
View profile
Use Cases and Deployment Scope
ServiceNow is used at my business organization across the entire organization for CI (Configuration Item) inventory, service desk ticketing, infrastructure design and build requests and specifications, firewall rule change requests, and is tied to AutoCloud for the automated deployment of Cloud based virtual machines (VMware). In short, everything related to IT in my company uses ServiceNow.
Pros and Cons
  • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
  • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
  • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
  • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
Likelihood to Recommend
In very large enterprises. ServiceNow can handle a multitude of operations to help with overall IT management. The downside is two-fold: it can get quite clunky at times, and is expensive. While much of it is not intuitive and can be difficult to figure out and use, it has quite a wide range of reporting capabilities. If set up properly with solid process flows, it can be a tremendous tool for IT consumers, technicians and management.

ServiceNow could be exactly what you are looking for

Rating: 8 out of 10
Incentivized
July 20, 2019
JA
Jasun Aubert
Deskside Manager
Stryker (Medical Devices, 10,001+ employees)
Vetted Review
Verified User
ServiceNow IT Service Management
2 years of experience
Use Cases and Deployment Scope
ServiceNow is the ticketing system used by our entire company. Anyone from production, engineering, executives, field sales/support, finance, customer service and anything I may have missed uses ServiceNow to log tickets. The IS department uses ServiceNow to update, track, monitor and close out Tasks, Incidents, and Change Requests. ServiceNow is a pretty vital part of our business. We also use it for process documentation. I am sure that we use it for many other roles that I am not aware of.
Pros and Cons
  • I like the way the dashboard is setup, very easy to access reporting I need to see to help run my team better.
  • Its very easy to train end user on how to input a ticket. The process is typically very easy.
  • I also enjoy to ability to export reports to an excel file for further analysis.
Likelihood to Recommend
ServiceNow is a great tool for any deskside or MSP team. Overall, it is easy to use, very end user-friendly and just makes my job a lot easier. I manage 7 deskside techs and our queue often gets to over 120-150 tickets. We support roughly 1000-1200 employees. One thing I did notice is the status of the tickets seems to have no effect on the SLA warnings like it should. Putting a ticket into Awaiting caller status doesn't seem to stop the "timer" on our SLAs as it should.

ServiceNow

Rating: 9 out of 10
Incentivized
March 11, 2019
AS
Adam Sylvester
Consultant (Royal Mail Group Technology) (18 months - Fixed Term)
Royal Mail (Logistics and Supply Chain, 10,001+ employees)
Vetted Review
Verified User
ServiceNow IT Service Management
2 years of experience
Use Cases and Deployment Scope
ServiceNow is being used across the whole organisation. The infrastructure management [team] runs the full CMDB service hierarchy on ServiceNow and it is used to support the full ITIL environment in terms of change, incidents, requests, knowledge and asset management. End users make use of features such as the Service Catalog and are able to track their requests
Pros and Cons
  • The interface in terms of Incident and Request Management between Supplier, Business and Customer is simple and efficient.
  • Many changes to inventories can be made in real time.
  • The plug in modules are good but a high level of customisation is also possible.
Likelihood to Recommend
It's well suited for our process owners in Change, Incident, Request and Problem scenarios. These areas are covered well. However in Event Management, I noticed that in every new release of ServiceNow, there seems to be an update in Event Management, where it's not required. It breaks our current setup, so we raise an Incident with ServiceNow’s support which takes months to resolve. A current example of this is that we've upgraded to the London release from Jakarta and Alert Management Rules were introduced. This prevented us from creating new Alert Rules until we enlisted an expensive training course! There was nothing wrong with the old Alert Rules, as they worked well. So why bring thing new functionality when it's not required?

ServiceNow is THE BEST!!

Rating: 9 out of 10
Incentivized
February 15, 2019
JA
Jonathan Ayers
Desktop Support Specialist
CompuCom (Information Services, 10,001+ employees)
Vetted Review
Verified User
ServiceNow IT Service Management
3 years of experience
View profile
Use Cases and Deployment Scope
ServiceNow is used in our organization for internal tickets as well as with our customer facing requests. It is used for ticketing, asset management, and software management.
Pros and Cons
  • Asset management - ServiceNow provides detailed asset management capabilities.
  • Reports - ServiceNow allows reports that can be endlessly customized to provide any information.
  • Software Management - ServiceNow allows serial number and software deployment information to be centralized.
Likelihood to Recommend
ServiceNow is really suited anywhere. Since it is so customizable, you can make it fit any situation or organization. I like to think of it as a "Swiss Army Knife". The software management piece is really useful, it allows you to manage software deployment and serial number management. It also has a self-service feature that allows users to submit requests through templates that gather the pertinent information. I've used other systems like Remedy and KACE but ServiceNow is by far the best I've used.

ServiceNow - a Great choice for ITSM for any sized company

Rating: 9 out of 10
Incentivized
February 13, 2019
Verified User
Vetted Review
Verified User
ServiceNow IT Service Management
7 years of experience
Use Cases and Deployment Scope
ServiceNow is in use across our entire enterprise. It is the one location for Incident Management, IT Procurement, Problem Management, and System Access and Change Control. This allows Tickets to be routed to the owners for approval and for completion. Reporting is completed from one system and allows for the streamlining of processes.
Pros and Cons
  • Incident Management -- Calls to Incidents to Problems for tracking of issues.
  • Reporting -- very intuitive User interface to create reports, dashboards, and other metrics.
  • Ease of Integration -- Has many API's exposed to integrate with other systems.
Likelihood to Recommend
ServiceNow is great for any size company. Due to Cloud Deployment Options, it is quick and easy to deploy. If you are looking to create custom flows and work products, you will need either an in-house owner or contract with a company to support it for you. It is a very strong tool, but you must be willing to hire the talent to use the tool to its utmost capability.

The Next Generation IT Service Management

Rating: 10 out of 10
Incentivized
February 08, 2019
Verified User
Vetted Review
Verified User
ServiceNow IT Service Management
1 year of experience
Use Cases and Deployment Scope
We are currently using ServiceNow ITSM (IT Service Management) and ITOM (ITOM) modules. ITSM is currently being used for Incident, problem, change and request management. ServiceNow ITSM has allowed our organization to embrace ITIL best practices using various ITSM and ITOM modules. It has boosted productivity by automating many of our processes. Provides management on-demand reports and dashboards, with a single data model to generate and distribute important information on demand and in real time. ServiceNow is being used both at the back office and roadside. Asset Management Module is used for maintaining and tracking all inventory at the roadside along with purchase orders and transfer orders. We use the Procurement Management module for maintaining all our contracts and vendor management. In a nutshell, Service Now is one stop shop for all your IT needs.
Pros and Cons
  • Utilize ServiceNow API’s to perform integrations with 3rd party applications and also automate the ticket creation process as applicable.
  • Restore service after an unplanned interruption by investigating the root cause of an incident or escalating it to a major incident to quickly resolve critical service disruptions. ITOM CMDB is a must have for this scenario.
  • Improvement in mean time to respond (MTTR) for all Incidents. Reduce incident response times and improve the mean time to restore service (MTRS) for all Incidents.
  • ServiceNow supports a subset of the standard functionality on smartphones and similar devices, allowing mobile users to remotely access their ServiceNow instances to perform common tasks. This improves the ITSM processes and increase the level of accessibility for all our customers.
Likelihood to Recommend
Easy to customize and has many options available to tailor your needs. The application is very scalable. ITSM guided setup provides a sequence of tasks that help you configure the IT Service Management (ITSM) applications on your ServiceNow instance. Ease of moving customization from one instance to another. ServiceNow provides a developer instance which is free for developers to learn and explore the product. Ability to build your own custom app. Reporting needs some improvement.

ServiceNow is our modern day customer communication tool

Rating: 9 out of 10
Incentivized
September 28, 2018
AG
Ashley Gennett
Marketing Coordinator
Cosmo DeNicola Companies (Events Services, 201-500 employees)
Vetted Review
Verified User
ServiceNow IT Service Management
2 years of experience
View profile
Use Cases and Deployment Scope
ServiceNow is our new customer communication tool within Amtech Software and Futura Services. It is replacing our old system, Remedy, and we find that access to it is so much simpler. We are able to publish press releases and news on ServiceNow, we are able to send notifications to users about news we do not want them to miss. We like the ease of being able to receive tickets, or issues, and also keep all customer information in one place.
Pros and Cons
  • I like the ease of setup and access for all users within the system, including our employees and customers.
  • I like that we can personalize our ServiceNow site, which we have branded iServe for our customers.
  • I like that we can use the system similar to our social media accounts, and pass along news to our users.
Likelihood to Recommend
ServiceNow will work perfectly for organizations that had ticket logs, etc. We have found, through the implementation process, that it also works for us in seeing who is compliant and who is not. We can see who has expired on support, who is not paying and who is using more licenses than what they pay for.

Simple and Easy to use. But, prepare to pay for consulting

Rating: 8 out of 10
Incentivized
January 31, 2018
Verified User
Vetted Review
Verified User
ServiceNow IT Service Management
1 year of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • Integration between areas and the user
  • Run in the cloud
  • Integration with other tools, as monitoring tools creating a ticket automatically
Likelihood to Recommend
When you need to start quickly, that's a great option. Fast deploy, fast integration with active directory, and the IT stuff if needed, it's quick to add too. To not pay the extra license, the team of the company that deployed it gave an option to create a single portal, allowing a common user to create tickets and watch all that was happening to the ticket.

Harness the underlying platform and anchor yourself to a philosophy, because everything else can be changed

Rating: 9 out of 10
Incentivized
October 03, 2016
Verified User
Vetted Review
Verified User
ServiceNow IT Service Management
3 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
ServiceNow is best suited for implementing across all service departments as a company-wide initiative; that is where it will maximize ROI. For smaller organizations that don't have aspirations of rolling it out to an entire company, it might be too expensive unless you go through a multi-tenant managed service provider (MSP). Once more than 40-50% of employees are using it to work and assign tickets, there is an enterprise license option that may save some money.

Power to simplify

Rating: 9 out of 10
Incentivized
March 28, 2016
JK
Jung Kim
Technical Program Manager
Rally Health (Banking, 201-500 employees)
Vetted Review
Verified User
ServiceNow IT Service Management
2 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
It's generally good for a medium and larger enterprises. Not suitable for small companies since the initial investment to set it up and configuring is high.

ServiceNow is engineered for your success.

Rating: 10 out of 10
Incentivized
September 26, 2015
RH
Randall Hodgins
Senior ITSM Solutions Architect
JIT Resources & Solutions (J.I.T.) (Information Technology and Services, 11-50 employees)
Vetted Review
Verified User
ServiceNow IT Service Management
6 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
Every aspect of the product was born, natively, in the cloud and it shows. Mostly it shines in direct comparison with other so-called cloud platforms that actually were either legacy client-server products or merely web-extensions of the same.

From sales discussion through to GoLive! deployment, ServiceNow excels. Secure access, multi-function modules, unified data source, open access web services architecture, (pardon the phrasing but:) idiot-proofed configuration layer - dangerous coding is caught and prevented at several interpreted layers of execution. It is scalable and extensible.

Additionally, I would be remiss to fail to mention that ServiceNow as a multi-domain platform install provides all the benefits mentioned in a virtually turn-key managed services platform product.

ServiceNow product review

Rating: 8 out of 10
Incentivized
September 18, 2015
LL
Lorena Leonard
Applications Development Manager
Tommy Bahama (Apparel & Fashion, 1001-5000 employees)
Vetted Review
Verified User
ServiceNow IT Service Management
4 years of experience
Use Cases and Deployment Scope
It is used across the whole organization. It is being used for incidents, change requests, problem management, reports
Pros and Cons
  • 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
Likelihood to Recommend

SN is well suited for incidents and change requests. Also well suited for problem management. Key questions to ask during the selection process:

What kind of environment is SN going to be used in?

What type of incidents that business has? How many in average?

How many problems do they have and how would they like to track them?

How important reporting on incidents and CRs is?

Disgruntled IT Lead Finally Finds Product Worth Using

Rating: 9 out of 10
August 05, 2014
Verified User
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 and Cons
  • 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.
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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