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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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Recent Reviews

TrustRadius Insights

ServiceNow IT Service Management is a versatile tool used by organizations to address a wide range of IT requests and processes. Users …
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Great Service Management Tool

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

View all 13 features
  • Self-service tools (64)
    9.0
    90%
  • Organize and prioritize service tickets (66)
    8.8
    88%
  • ITSM reports and dashboards (61)
    8.8
    88%
  • Subscription-based notifications (62)
    7.6
    76%
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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

8
Avg 8.4
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Product Details

ServiceNow IT Service Management Integrations

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 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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Comparisons

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Reviews and Ratings

(496)

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.

Attribute Ratings

Reviews

(1-25 of 69)
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Harish kumar Vardineni | TrustRadius Reviewer
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.
Max Lewenhaupt | TrustRadius Reviewer
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.
Score 8 out of 10
Vetted Review
Verified User
The IT Asset Management tool that is included and the way you connect that to your support portal is one of the things where ServiceNow is stacking up against Jira or TOPdesk for example. The features are unlimited and that is why we prefer this 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
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Jira Service Management (Jira Service Desk)
I used Jira Service Desk briefly in one of my previous jobs but I remember it had few options and fewer ways to create a personal dashboard or to customize it. On the other hand, the look and feel was much simpler and less convoluted.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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

Gardiner Jones | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
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