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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)
    8.9
    89%
  • ITSM reports and dashboards (61)
    8.8
    88%
  • Subscription-based notifications (62)
    7.6
    76%

Reviewer Pros & Cons

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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

8.3
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

8.1
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

(494)

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

(51-69 of 69)
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Michael Sypes | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Incentivized
I was not involved in the selection of ServiceNow. I am just an end user for this software. The other tools I have used were more directed toward project management, rather than issue tracking. At times, ServiceNow stacks up well, making it easy to address tasks assigned to me, communicate and collaborate with stake holders, and track time spent.

On the other hand, I find the separate categories of items - incidents, tasks, projects, etc., to be overwhelming and unnecessary. As far as I'm concerned everything is "something I've got o do." I can automatically create change tasks for some, but not others, which makes little sense to me.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow is a platform for service management, this is the big separator between the competitors. It is not simply an ITSM tool, and most organizations need a single pane of glass. This allows for all service management to live in one tool, which is the nirvana that most companies seek.
December 23, 2015

Service-Later

Score 1 out of 10
Vetted Review
Verified User
Atlassian JIRA with Service Desk
We use JIRA for development and ServiceNow for support. Working in an international company, it is difficult to track and difficult for everyone have insight to what is going on in an issue. Because of the lack of functionality in ServiceNow, we actually have ServiceNow auto generate JIRA tickets. The resolution time is same day with JIRA. JIRA has an iPhone app that is free. JIRA costs way less, and doesn't need a manual or training to use.
Randall Hodgins | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Frankly, I regularly deploy ServiceNow to replace these products. The legacy products require complete code recompile to change feature behavior and the other web based platform is, at its core, a CRM despite the add-ons developed and marketed in recent years. When I developed on that platform I found it replete with internal errors, repetitive dialog requirements, missing or incorrect documentation. I abandoned its use eventually.
September 25, 2015

ServiceNow at NIDCR / NIH

Kevin Chu | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
I have user ServiceNow and tech tracks, bugzilla and Remedy.
Being able to user ServiceNow at any workstation for its web interface is great. However tracking time used on the tickets is lack luster.
Also report building GUI can be more robust.
Paul Trupka | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I was involved with a migration from HP Service Manager to ServiceNow, and the difference between the two was quite obvious right away. ServiceNow offers more features, more integration, a more friendly user interface, the list goes on and on. Unfortunately this is the only comparison I can personally make, but there was no doubt that ServiceNow was the stronger of the two.
September 18, 2015

ServiceNow product review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Very similar products. SN was easier and faster to implement using Covestic. Though the initial implementation was rushed into for us so we didn't get advantage of many features of the product initially. But after a couple of years of using it on a regular basis and using more and more modules, lots of improvements, it is definitely a huge help for our organization. SN is a powerful product and we hope to take full advantage of all the modules and built-in functionality.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow far outweighs Salesforce in its case management and has easy forms for work order creation. It's much easier to integrate with and has better workflows and troubleshooting tree guides. However, it's not ideal to be used for a CRM nor does it have anywhere near the scheduling capabilities of ClickSoftware in terms of routing and field service management. We have also found that building troubleshooting guides is much easier in Yonyx than in that of ServiceNow's wizard feature.
Lee Cullom | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
The question for an enterprise IT department today is... do I choose:- BMC Remedy ITSM - ServiceNow - BMC RemedyforceYour unique needs, implementation partner options and organizational DNA will drive the decision.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow is much more easy to use than BMC Remedy. It is much more customizable and user-friendly. BMC Rememedy is a large clunky tool that is over-priced. JIRA is a tool that can be used in conjunction with ServiceNow so it is not really an apples-to-apples comparison. They work well together but ServiceNow helps more with Support Desk functionality while JIRA is catered for Dev teams.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
HP Service Manager, IBM Tivoli, BMC Remedy, CA Unicenter. None of these tools provided the open usability and configuration possibilities that ServiceNow has. They also do not have the integration between all the processes to the extent that ServiceNow has.
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