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…
ServiceNow IT Service Management Review
ServiceNow IT Service Management Review for TrustRadius
Tech guy with 15 years of experience annoyed with ServiceNow.
ServiceNow Overall a wonderful tool!
Great Service Management Tool
Best ITSM Tool in the Market
ServiceNow: Perfect for large IT Departments
ServiceNow really does provide service NOW
ServiceNow IT Service Management is the ultimate tool
ServiceNow IT Service Management in Reality
Addresses the main ITSM areas …
ServiceNow: A tool that can handle challenges when you're ready!
ServiceNow IT: The Best ITSM Tool You Must Have!
SNOW ITSM needs simplification
ServiceNow IT Service Management Review
Great tool to track and tackle down incidents
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
Popular Features
- Self-service tools (64)9.090%
- Organize and prioritize service tickets (66)8.888%
- ITSM reports and dashboards (61)8.888%
- Subscription-based notifications (62)7.676%
Pricing
Starting Price
$10,000.00
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.8Organize and prioritize service tickets(66) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.6Expert directory(50) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 7.6Service restoration(55) Ratings
Impact assessment and automated fixes for common problems
- 9Self-service tools(64) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 7.6Subscription-based notifications(62) Ratings
Users subscribe to notifications for ticket updates
- 8.3ITSM collaboration and documentation(59) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 8.8ITSM reports and dashboards(61) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 8.2Configuration mangement(59) Ratings
Database for tracking and reporting all business assets
- 8.6Asset management dashboard(58) Ratings
Dashboard showing organization's software portfolio
- 8.7Policy and contract enforcement(52) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 7.5Change requests repository(61) Ratings
Single repository of all planned changes and releases
- 7.4Change calendar(55) Ratings
Calendar showing change schedule to stakeholders
- 9.1Service-level management(57) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is ServiceNow IT Service Management?
ServiceNow IT Service Management Integrations
ServiceNow IT Service Management Competitors
ServiceNow IT Service Management Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(493)Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
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.
Attribute Ratings
Reviews
(1-11 of 11)ServiceNow IT Service Management Review
- Onboarding a new employee to organization is made simple process need to raise a one simple catalog request for all accesses like laptop, mail credentials, gatepass, office seat , phone etc. , with in one request seperate tasks created for each case and easy to check the status.
- Spokes provided in store to integrate ServiceNow IT Service Management with third party application without coding. just need to install application spoke from ServiceNow IT Service Management store and integrate it bi-directionally without coding required.
- Easily filter data and export to excel file by using reports in servicenow
- Each application have different dashboards and we can do custom dashboards as per our project needs.
- In reports pivot table option not provided order(asc or des) functionality.
- After every upgrade system properties resetting to out of box default even customized properties also. It is difficult to maintain customized properties data after version upgradation.
- Default roles are creating for every time that we try to cretae a new custom table or scoped application.
Powerful yet Clunky
- 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.
- Finding requests that I opened and have since been completed by the assigned group/individual is very difficult to accomplish unless I've written down the request numbers somewhere.
- Requests that I opened and are subsequently closed, often continue to appear in the list of "My Open Requests" giving the appearance that they were not completed when in fact they were.
- It may exist, but if it does I haven't found it yet, which makes it less than intuitive, but I would like to see the ability to recall a request in ServiceNow.
- I believe our firewall rule change request for is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't anyway for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.
ServiceNow Review
- The audit functionality is incredibly powerful. If well managed, it allows service desk users to gain insight into support queries and their history from start to finish.
- I like it much better than our previous incident management software. I love the ability to run reports and have it create graphs/charts to present to my manager about call tickets.
- It's highly customizable while still being beginner friendly. It's fast, easy to use, and snazzy when it comes to the UX experience.
- Some features are hidden from you at the very beginning. If you want to go advance mode, research is required, aka there is a learning curve.
- The mobile view doesn't let us see the full stream of comments on the ticket.
- There are a lot of tabs that hardly anyone uses but still appear on the dashboard. Should be more control over what is displayed.
The Next Generation IT Service Management
- 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.
- Reporting. Building Reports need unnecessary scripting unless you have activated paid plugins performance analytics.
- Some of the API's which comes with ServiceNow support.
ServiceNow is our modern day customer communication tool
- 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.
- The only issue we have had thus far is that it doesn't integrate with HubSpot, without going through a third-party.
ServiceNow for Success
- Usability of ServiceNow is very easy and users feel it is simple to use its UI for automating processes
- Integration of ServiceNow with any system is smooth with its flexibility and technology
- Processes are clearly defined and automation allows for easy implementation of workflows
- The user interface of SN is not friendly for process automation tools like BluePrism etc. Need to use images and keyboard shortcuts, instead of UI elements
- The application is slow if we did more customization
- Works well with some specific browsers
- Easily customizable forms and tables and easy to create field dependencies.
- Great user interface which allows agents to customized lists, favorites, bookmarks, and their dashboard.
- Great filtering options for list views and record views
- Reporting - ServiceNow has definitely come a long way with their reporting features, however, we had to outsource to a third-party entity to create more robust dashboards and reports
- Permissions - User permissions are actually fairly good, but not as easy or intuitive as other systems we have used. The crossover of permissions from the knowledge module and the rest of the platform is subpar.
- Limited CRM features - Although ServiceNow has recently rolled out a lot more CRM options within the past 2 years, it pales in comparison with the more established ones out there, leaving room for error and a gap between managing internal processes and customer-facing processes.
Harness the underlying platform and anchor yourself to a philosophy, because everything else can be changed
- Any type of work that keeps occurring and can easily be compared across "technicians", or the people fixing/fulfilling/completing the ticket, and across timeframes.
- Once all those "chunks" of work are in the lowest common denominator of activity, it's a direct analog of performance in your organization and can be used to report valuable data.
- Having those activities be very repeatable is the first step in automating them and removing them from your human workload - so they can be freed up to work on more difficult or creative tasks.
- Haven't tried the new Project creation tool in Geneva yet, but Projects are always tricky when the tasks associated with them have dependencies on the order of completion and amount of work involved with each. To get each task down to a chunk of 3-4 hours would be a lot of work and hundreds of task dependencies.
- It's very expensive if only used as a service desk ticketing system instead of an entire task management platform across the business. ServiceNow Express or other competitors would be much cheaper if only looking for IT service management.
- Talent to heavily configure or add new functionality (developers) are costly, but you can mitigate this cost by training someone internal who has Javascript or similar object-oriented programming experience.
ServiceNow is engineered for your success.
I can honestly say that I have never been let down by the platform to meet a business goal - even those that might not be possible with other tools. The platform is extremely versatile and easily configurable to meet, thus far, any need.
- Incident Management is the obvious first choice. It arrives out of the box (OOB) fully able to meet the needs of an ITIL compliant/guided Service Desk. The relatively low amount of configuration (usually data and/or special use needs) required to get up and running in an enterprise means that you can immediately be productive with the product and begin identifying mission critical concerns that impede your business success. The #1 benefit, in my estimation, is that the product prevents issues from falling through the cracks. Clients will no longer fail to get resolution because their incidents get lost, passed over or simply forgotten.
- Change Management, always a challenge, benefits from the task based nature of ServiceNow. When combined with the Configuration Management Database and the intrinsic Workflow Manager, ServiceNow provides an integrated set of tools to respond to IT change processes. When integration of Incident, problem and change are in place an enterprise has all it needs to identify concerns, investigate root cause, make critical changes or reparation expediently. The platform also provides for executive level (and deeper) reporting to identify trends of service improvement - or degradation.
- Keep in mind that the tool does not necessarilly require a troop of developers to configure. Most configurations and behaviors require either no or a only a few simple javascript code lines to accomplish. Very often the stakeholders themselves can perform the module changes they need.
- While the individual topic modules are excellent, they would be less effective were it not for the notification engine that permeates the entire platform. Keeping everyone on the same page is a snap. Customer facing communications are separate from internal facing communications. Messages are automated at configurable ticket state changes, at defined events in the system, on the fly in a task form... The methods are email - easily customized to be branded and even personalized by user or department, and SMS notifications.
- Complex reporting is an area that still needs improvement. It is not yet possible to obtain parameterized reporting. In truth, this is the only function of the platform that I would count down.
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
- Incidents - when configured properly, incidents are easy to create, track, report on, link to change requests
- Change requests - easy to link to incidents, easy to approve, report on
- Service Catalog is pretty powerful as well. As well as the knowledge module
- Incidents and CR - search on keywords could use some improvements
- Reporting module - more built in reports would be useful
- IT Asset management can use some improvements as well
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?
Eureka! ServiceNow is SaaS for the MaaSes.
For an additional fee, detailed review can be found in State of the ITSM Market at: http://www.itsmuniversity.net
Northcraft Analytics is a provider of Business Intelligence applications for Enterprise IT. As such, we have created a pre-defined set of 2,000 measures and Key Performance Indicators for 11 ITIL process areas (as of August, 2014). ServiceNow (NOW) is currently #2 in market share in the IT Service Management market (estimated at @ 1.7 Billion WW in 2014). NOW is our 2nd most popular BI application as well as the fastest growing in our portfolio of products (this is directly correlated with NOW's growth in the ITSM market). In the development of our offering for NOW (which is on-going) we have learned a great deal about the product's capabilities. In addition, when offering support for our product to our customers we learn their needs with respect to IT Performance management across the commonly deployed NOW modules. In our opinion the most common problems addressed are:- Request Fulfillment Automation to increase productivity within medium to large enterprise IT departments.- Self-Service Shopping for Employees to reduce call volume and simplify access to company services- Business Service Management to enhance communication between IT, lines of business & executive management
- Request Management & Fulfillment - ServiceNow has the strongest offering outside of "best of breed" players, such as Kinetic Data.
- Knowledge Management that is tightly integrated to the Incident Management function with powerful text search built in.
- Orchestration, specifically password reset automation for Active Directory
- PaaS (Platform as a Service) - ServiceNow is designed for customization and new application creation. Most importantly, JavaScript is leveraged, which is an established standard language.
- Upgradability - While NOW is customizable, it can become more difficult to upgrade if solid implementation expertise is missing at critical moments.
- Pricing - ServiceNow's pricing model has become less transparent more expensive (due to lower discounting) and more complex post-IPO. This is a reflection of the pride NOW feels in the product... which is somewhat justified by revenue growth which outstrips that of their competitors.
- Depth in Functionality - This is both a positive and a negative. Depth in functionality often increases the complexity of the application and decreases the usability. ServiceNow doesn't have the depth of an HP Service Manager of BMC Remedy IT Service Management, but this can be an advantage as well.
- Lack of Native Multi-Tenancy - This can hamper ServiceNow deployments for Managed Service Providers.
- Usability - Enterprise IT looking to establish a strong and simple front-end for automation of repeatable requests.
- Simplicity - Small-Medium size enterprises who wish for a quick deployment of a user-friendly ITSM application.
- Performance - Companies who are looking for an ITSM solution with strong, mature SaaS operations.
- Flexibility/Agility - Companies that are interested in a customizable solution that fits their unique needs.
- Breadth - Companies that are truly looking to establish a common platform (and database) for the most common ITSM/ESM needs.
- How much do you charge for approvers?
- Under what circumstances do you charge for employees accessing the system?
- When would a customer use the out of the box mobile interface vs. purchasing a 3rd party add-on such as Mobile Reach? Why?
- Under what circumstances would I need to consider purchasing ServiceNow business edition? Can you please tell us how to avoid customizing an out of the box script include up-front? So that we can avoid upgrade issues down the road?
- Can you please show us how to create a change approval process that doesn't leverage one of the out of the box templates?
- How often must we upgrade the application?
- Which CMDB requirements would make Blazent or BDNA a necessary add-on purchase?
- Use cases - Please, please, please come up with a detailed list of use cases.
- Sometimes a vendor can win because they have the best demonstration. Consider using an independent 3rd party for demonstrations.
- Vendors are typically not professional services companies, they are product companies. If possible, get multiple statements of work from different consulting organizations.