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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

View all pricing

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

(1-25 of 68)
Companies can't remove reviews or game the system. Here's why
Harish kumar Vardineni | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incident and problem management (7)
87.14285714285714%
8.7
Organize and prioritize service tickets
90%
9.0
Expert directory
80%
8.0
Service restoration
70%
7.0
Self-service tools
90%
9.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
100%
10.0
ITSM reports and dashboards
100%
10.0
ITSM asset management (3)
93.33333333333334%
9.3
Configuration mangement
90%
9.0
Asset management dashboard
90%
9.0
Policy and contract enforcement
100%
10.0
Change management (3)
76.66666666666667%
7.7
Change requests repository
70%
7.0
Change calendar
60%
6.0
Service-level management
100%
10.0
Score 8 out of 10
Vetted Review
Verified User
Incident and problem management (7)
74.28571428571429%
7.4
Organize and prioritize service tickets
80%
8.0
Expert directory
70%
7.0
Service restoration
80%
8.0
Self-service tools
90%
9.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
60%
6.0
ITSM reports and dashboards
70%
7.0
ITSM asset management (3)
73.33333333333333%
7.3
Configuration mangement
70%
7.0
Asset management dashboard
80%
8.0
Policy and contract enforcement
70%
7.0
Change management (3)
76.66666666666667%
7.7
Change requests repository
70%
7.0
Change calendar
80%
8.0
Service-level management
80%
8.0
Max Lewenhaupt | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incident and problem management (5)
96%
9.6
Organize and prioritize service tickets
100%
10.0
Self-service tools
90%
9.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
90%
9.0
ITSM reports and dashboards
100%
10.0
ITSM asset management (3)
96.66666666666666%
9.7
Configuration mangement
100%
10.0
Asset management dashboard
90%
9.0
Policy and contract enforcement
100%
10.0
Change management (3)
96.66666666666666%
9.7
Change requests repository
100%
10.0
Change calendar
90%
9.0
Service-level management
100%
10.0
Score 8 out of 10
Vetted Review
Verified User
Incident and problem management (7)
81.42857142857142%
8.1
Organize and prioritize service tickets
100%
10.0
Expert directory
80%
8.0
Service restoration
70%
7.0
Self-service tools
90%
9.0
Subscription-based notifications
60%
6.0
ITSM collaboration and documentation
80%
8.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (3)
73.33333333333333%
7.3
Configuration mangement
80%
8.0
Asset management dashboard
70%
7.0
Policy and contract enforcement
70%
7.0
Change management (3)
73.33333333333333%
7.3
Change requests repository
70%
7.0
Change calendar
70%
7.0
Service-level management
80%
8.0
Score 9 out of 10
Vetted Review
Verified User
Incident and problem management (7)
81.42857142857142%
8.1
Organize and prioritize service tickets
90%
9.0
Expert directory
70%
7.0
Service restoration
80%
8.0
Self-service tools
80%
8.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
90%
9.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (3)
86.66666666666666%
8.7
Configuration mangement
90%
9.0
Asset management dashboard
90%
9.0
Policy and contract enforcement
80%
8.0
Change management (3)
86.66666666666666%
8.7
Change requests repository
90%
9.0
Change calendar
80%
8.0
Service-level management
90%
9.0
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
92.85714285714286%
9.3
Organize and prioritize service tickets
100%
10.0
Expert directory
90%
9.0
Service restoration
100%
10.0
Self-service tools
100%
10.0
Subscription-based notifications
60%
6.0
ITSM collaboration and documentation
100%
10.0
ITSM reports and dashboards
100%
10.0
ITSM asset management (3)
86.66666666666666%
8.7
Configuration mangement
60%
6.0
Asset management dashboard
100%
10.0
Policy and contract enforcement
100%
10.0
Change management (3)
100%
10.0
Change requests repository
100%
10.0
Change calendar
100%
10.0
Service-level management
100%
10.0
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
72.85714285714286%
7.3
Organize and prioritize service tickets
100%
10.0
Expert directory
80%
8.0
Service restoration
70%
7.0
Self-service tools
20%
2.0
Subscription-based notifications
40%
4.0
ITSM collaboration and documentation
100%
10.0
ITSM reports and dashboards
100%
10.0
ITSM asset management (3)
96.66666666666666%
9.7
Configuration mangement
100%
10.0
Asset management dashboard
100%
10.0
Policy and contract enforcement
90%
9.0
Change management (3)
66.66666666666667%
6.7
Change requests repository
100%
10.0
Change calendar
N/A
N/A
Service-level management
100%
10.0
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
25.714285714285715%
2.6
Organize and prioritize service tickets
N/A
N/A
Expert directory
N/A
N/A
Service restoration
N/A
N/A
Self-service tools
90%
9.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
N/A
N/A
ITSM reports and dashboards
N/A
N/A
ITSM asset management (3)
N/A
N/A
Configuration mangement
N/A
N/A
Asset management dashboard
N/A
N/A
Policy and contract enforcement
N/A
N/A
Change management (3)
N/A
N/A
Change requests repository
N/A
N/A
Change calendar
N/A
N/A
Service-level management
N/A
N/A
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
50%
5.0
Organize and prioritize service tickets
100%
10.0
Expert directory
N/A
N/A
Service restoration
N/A
N/A
Self-service tools
90%
9.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
N/A
N/A
ITSM reports and dashboards
80%
8.0
ITSM asset management (3)
53.33333333333333%
5.3
Configuration mangement
80%
8.0
Asset management dashboard
N/A
N/A
Policy and contract enforcement
80%
8.0
Change management (3)
63.33333333333333%
6.3
Change requests repository
60%
6.0
Change calendar
60%
6.0
Service-level management
70%
7.0
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
67.14285714285714%
6.7
Organize and prioritize service tickets
80%
8.0
Expert directory
80%
8.0
Service restoration
70%
7.0
Self-service tools
70%
7.0
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
80%
8.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (3)
70%
7.0
Configuration mangement
70%
7.0
Asset management dashboard
70%
7.0
Policy and contract enforcement
70%
7.0
Change management (3)
66.66666666666667%
6.7
Change requests repository
80%
8.0
Change calendar
70%
7.0
Service-level management
50%
5.0
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
90%
9.0
Organize and prioritize service tickets
90%
9.0
Expert directory
90%
9.0
Service restoration
90%
9.0
Self-service tools
90%
9.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
100%
10.0
ITSM reports and dashboards
70%
7.0
ITSM asset management (3)
N/A
N/A
Configuration mangement
N/A
N/A
Asset management dashboard
N/A
N/A
Policy and contract enforcement
N/A
N/A
Change management (3)
93.33333333333334%
9.3
Change requests repository
90%
9.0
Change calendar
90%
9.0
Service-level management
100%
10.0
Sandeep Singh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
74.28571428571429%
7.4
Organize and prioritize service tickets
90%
9.0
Expert directory
80%
8.0
Service restoration
80%
8.0
Self-service tools
60%
6.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
70%
7.0
ITSM reports and dashboards
70%
7.0
ITSM asset management (3)
76.66666666666667%
7.7
Configuration mangement
80%
8.0
Asset management dashboard
80%
8.0
Policy and contract enforcement
70%
7.0
Change management (3)
80%
8.0
Change requests repository
80%
8.0
Change calendar
80%
8.0
Service-level management
80%
8.0
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
55.71428571428571%
5.6
Organize and prioritize service tickets
50%
5.0
Expert directory
50%
5.0
Service restoration
60%
6.0
Self-service tools
60%
6.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
50%
5.0
ITSM reports and dashboards
50%
5.0
ITSM asset management (3)
50%
5.0
Configuration mangement
50%
5.0
Asset management dashboard
60%
6.0
Policy and contract enforcement
40%
4.0
Change management (3)
56.66666666666667%
5.7
Change requests repository
60%
6.0
Change calendar
50%
5.0
Service-level management
60%
6.0
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
61.42857142857143%
6.1
Organize and prioritize service tickets
80%
8.0
Expert directory
90%
9.0
Service restoration
N/A
N/A
Self-service tools
70%
7.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
90%
9.0
ITSM reports and dashboards
N/A
N/A
ITSM asset management (3)
53.33333333333333%
5.3
Configuration mangement
80%
8.0
Asset management dashboard
80%
8.0
Policy and contract enforcement
N/A
N/A
Change management (3)
30%
3.0
Change requests repository
90%
9.0
Change calendar
N/A
N/A
Service-level management
N/A
N/A
Saul Sanchez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
61.42857142857143%
6.1
Organize and prioritize service tickets
90%
9.0
Expert directory
N/A
N/A
Service restoration
80%
8.0
Self-service tools
90%
9.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
90%
9.0
ITSM reports and dashboards
N/A
N/A
ITSM asset management (3)
80%
8.0
Configuration mangement
80%
8.0
Asset management dashboard
80%
8.0
Policy and contract enforcement
80%
8.0
Change management (3)
83.33333333333334%
8.3
Change requests repository
80%
8.0
Change calendar
90%
9.0
Service-level management
80%
8.0
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (6)
46.66666666666667%
4.7
Organize and prioritize service tickets
90%
9.0
Expert directory
N/A
N/A
Self-service tools
60%
6.0
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
50%
5.0
ITSM reports and dashboards
80%
8.0
ITSM asset management (3)
70%
7.0
Configuration mangement
70%
7.0
Asset management dashboard
60%
6.0
Policy and contract enforcement
80%
8.0
Change management (3)
26.666666666666664%
2.7
Change requests repository
80%
8.0
Change calendar
N/A
N/A
Service-level management
N/A
N/A
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
77.14285714285714%
7.7
Organize and prioritize service tickets
70%
7.0
Expert directory
70%
7.0
Service restoration
50%
5.0
Self-service tools
80%
8.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
90%
9.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (3)
90%
9.0
Configuration mangement
90%
9.0
Asset management dashboard
90%
9.0
Policy and contract enforcement
90%
9.0
Change management (3)
86.66666666666666%
8.7
Change requests repository
100%
10.0
Change calendar
80%
8.0
Service-level management
80%
8.0
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (6)
100%
10.0
Organize and prioritize service tickets
100%
10.0
Service restoration
100%
10.0
Self-service tools
100%
10.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
100%
10.0
ITSM reports and dashboards
100%
10.0
ITSM asset management
N/A
N/A
Change management (3)
100%
10.0
Change requests repository
100%
10.0
Change calendar
100%
10.0
Service-level management
100%
10.0
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
87.14285714285714%
8.7
Organize and prioritize service tickets
80%
8.0
Expert directory
80%
8.0
Service restoration
90%
9.0
Self-service tools
90%
9.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
100%
10.0
ITSM reports and dashboards
100%
10.0
ITSM asset management (3)
80%
8.0
Configuration mangement
90%
9.0
Asset management dashboard
70%
7.0
Policy and contract enforcement
80%
8.0
Change management (3)
83.33333333333334%
8.3
Change requests repository
80%
8.0
Change calendar
80%
8.0
Service-level management
90%
9.0
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (6)
68.33333333333333%
6.8
Organize and prioritize service tickets
90%
9.0
Expert directory
80%
8.0
Service restoration
N/A
N/A
Self-service tools
80%
8.0
Subscription-based notifications
70%
7.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (3)
26.666666666666664%
2.7
Configuration mangement
80%
8.0
Asset management dashboard
N/A
N/A
Policy and contract enforcement
N/A
N/A
Change management (3)
N/A
N/A
Change requests repository
N/A
N/A
Change calendar
N/A
N/A
Service-level management
N/A
N/A
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
94.28571428571429%
9.4
Organize and prioritize service tickets
100%
10.0
Expert directory
80%
8.0
Service restoration
80%
8.0
Self-service tools
100%
10.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
100%
10.0
ITSM reports and dashboards
100%
10.0
ITSM asset management (3)
60%
6.0
Configuration mangement
90%
9.0
Asset management dashboard
90%
9.0
Policy and contract enforcement
N/A
N/A
Change management (3)
100%
10.0
Change requests repository
100%
10.0
Change calendar
100%
10.0
Service-level management
100%
10.0
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
95.71428571428571%
9.6
Organize and prioritize service tickets
100%
10.0
Expert directory
90%
9.0
Service restoration
100%
10.0
Self-service tools
100%
10.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
100%
10.0
ITSM reports and dashboards
100%
10.0
ITSM asset management (2)
90%
9.0
Configuration mangement
90%
9.0
Asset management dashboard
90%
9.0
Change management (3)
100%
10.0
Change requests repository
100%
10.0
Change calendar
100%
10.0
Service-level management
100%
10.0
Srinivas Rao | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
87.14285714285714%
8.7
Organize and prioritize service tickets
80%
8.0
Expert directory
80%
8.0
Service restoration
90%
9.0
Self-service tools
90%
9.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
90%
9.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (3)
80%
8.0
Configuration mangement
80%
8.0
Asset management dashboard
80%
8.0
Policy and contract enforcement
80%
8.0
Change management (3)
86.66666666666666%
8.7
Change requests repository
80%
8.0
Change calendar
90%
9.0
Service-level management
90%
9.0
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
88.57142857142858%
8.9
Organize and prioritize service tickets
100%
10.0
Expert directory
90%
9.0
Service restoration
90%
9.0
Self-service tools
80%
8.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
80%
8.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (3)
86.66666666666666%
8.7
Configuration mangement
90%
9.0
Asset management dashboard
90%
9.0
Policy and contract enforcement
80%
8.0
Change management (3)
90%
9.0
Change requests repository
90%
9.0
Change calendar
90%
9.0
Service-level management
90%
9.0
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Incident and problem management (7)
85.71428571428571%
8.6
Organize and prioritize service tickets
90%
9.0
Expert directory
90%
9.0
Service restoration
60%
6.0
Self-service tools
80%
8.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
90%
9.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (3)
80%
8.0
Configuration mangement
80%
8.0
Asset management dashboard
80%
8.0
Policy and contract enforcement
80%
8.0
Change management (3)
80%
8.0
Change requests repository
80%
8.0
Change calendar
80%
8.0
Service-level management
80%
8.0
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