ServiceNow IT Service Management Reviews & Ratings 2025

Name: ServiceNow IT Service Management Enterprise Overview Video
Uploaded: 2023-04-04T21:49:17.000Z
Duration: 1 min 22 s
Description: ServiceNow IT Service Management Enterprise Overview Video

Overview

What is ServiceNow IT Service Management?

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.

Learn from top reviewers

ServiceNow IT Service Management - Leagues above the competition!

Rating: 10 out of 10

December 19, 2024

IncentivizedVetted ReviewVerified User

We use ServiceNow IT Service Management for all of the standard ITIL components. Change, Incident, Problem, Knowledge and Tasks. It is used by numerous departments in our orga...

Verified user

Analyst

1 year of experience

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...

Harish kumar Vardineni

Project Manager - Information Technology

Technology Lead

Infosys Limited

4 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...

Max Lewenhaupt

Employee - Information Technology

EMEA Enterprise Support Specialist

Discovery Networks International

1 year 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...

Jessica Rich

Manager - Product Management

Project manager

Indeed

1 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...

Sandeep Singh

Consultant - Information Technology

Consultant

DXC Technology

5 years of experience

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Pricing

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ITSM Standard

Custom Quote

Cloud

ITSM Pro

Custom Quote

Cloud

ITSM Enterprise

Custom Quote

Cloud

Entry-level set up fee?

No setup fee

For the latest information on pricing, visithttps://www.servicenow.com/products/its…

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

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Product Demos

Get started with ITSM Pro

YouTube

ServiceNow ITSM Demo | Put ServiceNow ITSM to Work

YouTube

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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.8

Avg 8.2

9.9
Organize and prioritize service tickets
(67) Ratings
Prioritize tickets to ensure most urgent are tackled first
8
Expert directory
(51) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
8
Service restoration
(56) Ratings
Impact assessment and automated fixes for common problems
9.9
Self-service tools
(65) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
8.9
Subscription-based notifications
(63) Ratings
Users subscribe to notifications for ticket updates
9
ITSM collaboration and documentation
(60) 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.
8.1
ITSM reports and dashboards
(62) 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

8.3

Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8.9

Avg 8.5

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Product Details

About
Integrations
Competitors
Tech Details
FAQs

What is ServiceNow IT Service Management?

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 Screenshots

ServiceNow IT Service Management Videos

ServiceNow IT Service Management Overview

ServiceNow IT Service Management Enterprise Overview Video

ServiceNow IT Service Management Integrations

ServiceNow IT Service Management Competitors

Agiloft Service Desk (discontinued)
IFS Assyst
CA Service Management, with CA Service Desk Manager
Cherwell Service Management (discontinued)
Hornbill Supportworks ITSM
ChangeGear Service Desk
Freshservice
BMC Helix ITSM
Ivanti Neurons for ITSM
Solarwinds Service Desk (formerly Samanage)

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

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.

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 Organize and prioritize service tickets and Self-service tools highest, with a score of 9.9.

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 From Top Reviewers

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(1-5 of 70)

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ServiceNow IT Service Management - Leagues above the competition!

Rating: 10 out of 10

Incentivized

December 19, 2024

Verified User

Analyst in Information Technology

Insurance Company, 1001-5000 employees

Vetted Review

Verified User

1 year of experience

Alternatives Considered

BMC Helix ITSM

ServiceNow got it's start from former employees of BMC and it's easy to see where they tailored the tool to utilize the strengths of Remedy/Helix. But at the same time, steered away from the pitfalls that BMC has ran into. I think ServiceNow IT Service Management is LEAGUES above Remedy/Helix at this point in time.

ServiceNow IT Service Management Review

Rating: 8 out of 10

April 14, 2023

Hk

Harish kumar Vardineni

Technology Lead

Infosys Limited (Computer Software, 10,001+ employees)

Vetted Review

Verified User

4 years of experience

Alternatives Considered

Atlassian Jira Align, Agilysys InfoGenesis and BMC Cloud Lifecycle Management

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.

Tech guy with 15 years of experience annoyed with ServiceNow.

Rating: 9 out of 10

July 04, 2022

ML

Max Lewenhaupt

EMEA Enterprise Support Specialist

Discovery Networks International (Broadcast Media, 1001-5000 employees)

Vetted Review

Verified User

1 year of experience

View profile

Alternatives Considered

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.

ServiceNow really does provide service NOW

Rating: 9 out of 10

Incentivized

July 01, 2021

JR

Jessica Rich

Project manager

Indeed (Information Technology & Services, 10,001+ employees)

Vetted Review

Verified User

1 year of experience

Alternatives Considered

Jira Software

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.