ServiceNow IT Service Management

ServiceNow IT Service Management

About TrustRadius Scoring
Score 8.4 out of 100
ServiceNow IT Service Management

Overview

Recent Reviews

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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Best ITSM Tool in the Market

10 out of 10
April 06, 2022
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 …
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SNOW ITSM needs simplification

7 out of 10
February 13, 2021
Being used across the organization for everything that falls under the IT portfolio. For anything that involves IT requests, for all range …
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Service Now--at your service

7 out of 10
December 21, 2020
We use ServiceNow IT Service Management for change, asset, incident, and problem management. It’s used by the IT department though we have …
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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

Organize and prioritize service tickets (67)

9.0
90%

ITSM reports and dashboards (62)

8.4
84%

Self-service tools (65)

7.6
76%

Subscription-based notifications (63)

7.4
74%

Reviewer Pros & Cons

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Video Reviews

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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

Features Scorecard

Incident and problem management

8.1
81%

ITSM asset management

7.8
78%

Change management

8.1
81%

Product Details

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 and configuration management, and (on the higher tier ITSM Professional plan) ITAM and software asset management.

ServiceNow IT Service Management Integrations

ServiceNow IT Service Management Competitors

ServiceNow IT Service Management Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

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Frequently Asked Questions

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 and configuration management, and (on the higher tier ITSM Professional plan) ITAM and software asset management.

What is ServiceNow IT Service Management's best feature?

Reviewers rate Organize and prioritize service tickets highest, with a score of 9.

Who uses ServiceNow IT Service Management?

The most common users of ServiceNow IT Service Management are from Enterprises (1,001+ employees) and the Information Technology & Services industry.

Reviews

(1-25 of 71)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
  • 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
Review Source
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
Review Source
  • 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
Review Source
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
Review Source
  • 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
Review Source
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
Review Source
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
Review Source
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
Review Source
  • 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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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.
Celil ÇİYNEKLİ | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We have previously used HP SM on-premise. We wanted to use a cloud service and looked for different service management tools. We have looked for a service management tool that has a strong community and is at the top of the magic quadrant. It has an integrated and complete solution. It has an easy to use, flexible interface, and it's easy to update.
Score 10 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is not just a standalone tool, its a complete suite of powerful tools which provide you a framework to develop your ticketing system and the data stored within the ticketing process can be used to analyze and optimize your production environment. Also visual dashboards can be created on this data. Chatbot, Taskboard, Machine learning etc are the other features that differentiate ServiceNow with its peers.