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ServiceNow IT Service Management is a versatile tool used by organizations to address a wide range of IT requests and processes. Users …
Starting at $10,000 per year
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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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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
Cloud
per year
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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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
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 Flexible Service Desk Suite, 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 9.1.
The most common users of ServiceNow IT Service Management are from Enterprises (1,001+ employees).
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(493)
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!
- Business Problems Solved
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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
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April 14, 2023
ServiceNow IT Service Management Review
Score 8 out of 10
Vetted Review
Verified User
ServiceNow IT Service Management license cost very cheap compared to other tools available in the market. It is easy to manage records and information with in the seperate tables. User interface made simple and easy to access. Okta integration available to manage employee data and personal information. Incident, problem and change have associated parent and clild relationship with in the same records. Automated process for every application.
Score 9 out of 10
Vetted Review
Verified User
Our Company uses Service now for a long time. I have seen the evolution and honestly the product has recently surprised me. The improvements have been incredible in terms of speed and ease of use. My team is very happy with the product. The interaction has improved remarkably between our work groups thanks to Service Now, the current product stands out from all the other products present in the market.
April 08, 2022
ServiceNow Overall a wonderful tool!
Score 8 out of 10
Vetted Review
Verified User
April 08, 2022
Great Service Management Tool
Score 9 out of 10
Vetted Review
Verified User
- BMC Helix ITSM (Remedy)
This software was used previously. the software was not easy to configure like servicenow and the visual dashboards and the ui experience was less appealing compared to ServiceNow. ServiceNow offers a lot pf features which can be used across the industry. Gives better integration options compared to Remedy. CMDB and Service Watch are great tools offered by ServiceNow which is lacking on Remedy
April 06, 2022
Best ITSM Tool in the Market
Integrations with other products are very easy in ServiceNow IT as compared to other tools. Support is amazing comparatively. Transparency and flow of work are clearly visible. It has Multiple features and we can customize them as well. The search feature can be improved a little as it does not allows keywords
July 28, 2021
ServiceNow: Perfect for large IT Departments
- BMC Track-It!
ServiceNow is much better than BMC Track-It! in almost every way. ServiceNow has a much easier-to-edit Knowledge Base system, while BMC's system is about the same as making a post in Notepad. ServiceNow is also much better at sorting fields, as it has attributes that can be assigned to the ticket for tracking and searching, while BMC's attribute fields are mostly only useful for sorting active tickets.
July 01, 2021
ServiceNow really does provide service NOW
June 02, 2021
ServiceNow IT Service Management in Reality
- CA Service Management and with CA Service Desk Manager
ServiceNow IT Service Management is infinitely better especially in terms of CI / Asset and integration into other process areas (i.e. Incident).
Much better Management Reporting.
More comprehensive coverage of all ITIL processes.
Much better Management Reporting.
More comprehensive coverage of all ITIL processes.
ServiceNow feels like a much more mature and complete solution when compared to the other applications we have used or demonstrated. It is definitely a more costly solution to implement and maintain (annual costs) but the benefits at our organization outweigh those costs. ServiceNow gives our organization the ability to grow with many other modules available to us when we are ready.
May 17, 2021
ServiceNow IT: The Best ITSM Tool You Must Have!
Very few or not used in my current organization, so I can't comment much on it.
March 11, 2020
How ServiceNow fits our ITSM needs
Have not used any other product for ITSM.
February 13, 2020
Good for Ticketing and Efficiency
I don't have any familiarity with any products similar to ServiceNow.
February 12, 2020
Fast And Easy To Use Service Request/Change/Incident Management Tool
ServiceNow has faster performance and is easier to use. There's more training material and better product support from the ServiceNow team.
February 10, 2020
Supporting a call center using ServiceNow
Our contact center (call center) uses Ivanti Service Management, a product that parallels how ServiceNow operates. Though the out-of-the-box offering resembles an incident management solution, we had customized it to be more of a call tracking tool for folks calling into our center with questions about a variety of financial planning topics. It is difficult to compare the two applications, as the ServiceNow is a far more current version than the Ivanti offering we have in place (the release is a few years old) and them being used in different ways.
February 08, 2020
Great Software for any IT organization
- BMC Helix ITSM (Remedy)
We tried out BMC, but after looking at ServiceNow, it was clear that it didn't have all the available integrations that we were hoping for at the time time. It was a good option but lacked a few key things that we, as an organization was looking for to have an all in one solution for the organization as a whole.
February 07, 2020
ServiceNow - At your Service
The significant difference between Cleo Clarify and ServiceNow is Cleo Clarify is integrated software. It handles customer data and the tickets too. But Service now that we use is not.
February 05, 2020
Currently the best ITSM application on the market
- Jira Service Desk, BMC Automated Mainframe Intelligence (AMI) and TOPdesk
ServiceNow feels like a more robust and polished product the creation of workflows and flexibility to customize is better than with the rest of the applications, it is also easier to integrate with external applications as these 'connections' are regularly updated to accommodate for newer versions and updates. ServiceNow also seems to be more intuitive to use or more user-friendly
February 05, 2020
ServiceNow - Great Features, but Pricey.
We looked into a few different tools. We POC'ed Jira, and while it did a lot of things well, it didn't meet our needs. ServiceNow has a lot of different features that were attractive to our firm and ultimately, we decided the extra cost was well worth it. Zendesk was another tool we looked at, but it didn't even get into the POC stage.
February 04, 2020
Great for large scale orgs 10k plus
January 30, 2020
ServiceNow - the hard to use workhorse
- Ivanti Service Manager (powered by Heat) and ManageEngine ServiceDesk Plus
Both Heat and ManageEngine were convoluted, too complex and very hard to use, especially from the end-user perspective, and also from the support team. ServiceNow, on the other hand, is very intuitive and more user-focused than the other products making the users feel welcome and encouraging them to use the system.
October 24, 2019
Powerful yet Clunky
Originally designed for software bug tracking, JIRA is much easier to use than ServiceNow. It lacks the CMDB power of ServiceNow, but can be adapted for not only ticketing, but change management as well. I worked with both SerivceNow at my previous employer who tossed it in favor of JIRA. We lost the CMDB data, but quickly adapted across the entire IT organization using it for both ticketing and change management.
July 23, 2019
Powerful solution to manage IT Operations lifecycle
SNOW provides a single platform to support multiple use cases with a strong Incident Management solution, extensible Knowledgebase, and powerful content management. There are not many products with the same scalability and robustness.
July 20, 2019
ServiceNow could be exactly what you are looking for
Honestly, I prefer Autotask but that could be because I have used it so extensively in the past. ServiceNow is great but I think it is definitely more "buggy" than Autotask. Autotask just seems a lot more polished on the backend. I haven't experienced any issues with reporting like I have with ServiceNow. I think SN is a great tool, I just prefer AT.