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…
ServiceNow IT Service Management Review
ServiceNow IT Service Management Review for TrustRadius
Tech guy with 15 years of experience annoyed with ServiceNow.
ServiceNow Overall a wonderful tool!
Great Service Management Tool
Best ITSM Tool in the Market
ServiceNow: Perfect for large IT Departments
ServiceNow really does provide service NOW
ServiceNow IT Service Management is the ultimate tool
ServiceNow IT Service Management in Reality
Addresses the main ITSM areas …
ServiceNow: A tool that can handle challenges when you're ready!
ServiceNow IT: The Best ITSM Tool You Must Have!
SNOW ITSM needs simplification
ServiceNow IT Service Management Review
Great tool to track and tackle down incidents
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
- Self-service tools (64)9.090%
- Organize and prioritize service tickets (66)8.989%
- ITSM reports and dashboards (61)8.888%
- Subscription-based notifications (62)7.676%
Reviewer Pros & Cons
Pricing
Starting Price
$10,000.00
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.9Organize and prioritize service tickets(66) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.6Expert directory(50) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 7.6Service restoration(55) Ratings
Impact assessment and automated fixes for common problems
- 9Self-service tools(64) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 7.6Subscription-based notifications(62) Ratings
Users subscribe to notifications for ticket updates
- 8.3ITSM collaboration and documentation(59) 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.
- 8.8ITSM reports and dashboards(61) 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
- 8.2Configuration mangement(59) Ratings
Database for tracking and reporting all business assets
- 8.6Asset management dashboard(58) Ratings
Dashboard showing organization's software portfolio
- 8.7Policy and contract enforcement(52) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 7.6Change requests repository(61) Ratings
Single repository of all planned changes and releases
- 7.4Change calendar(55) Ratings
Calendar showing change schedule to stakeholders
- 9.1Service-level management(57) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is ServiceNow IT Service Management?
ServiceNow IT Service Management Integrations
ServiceNow IT Service Management Competitors
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
Comparisons
Compare with
Reviews and Ratings
(494)Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
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
(1-2 of 2)The Next Generation IT Service Management
- Utilize ServiceNow API’s to perform integrations with 3rd party applications and also automate the ticket creation process as applicable.
- Restore service after an unplanned interruption by investigating the root cause of an incident or escalating it to a major incident to quickly resolve critical service disruptions. ITOM CMDB is a must have for this scenario.
- Improvement in mean time to respond (MTTR) for all Incidents. Reduce incident response times and improve the mean time to restore service (MTRS) for all Incidents.
- ServiceNow supports a subset of the standard functionality on smartphones and similar devices, allowing mobile users to remotely access their ServiceNow instances to perform common tasks. This improves the ITSM processes and increase the level of accessibility for all our customers.
- Reporting. Building Reports need unnecessary scripting unless you have activated paid plugins performance analytics.
- Some of the API's which comes with ServiceNow support.
- 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
- 100%10.0
- ITSM collaboration and documentation
- 100%10.0
- ITSM reports and dashboards
- 90%9.0
- Configuration mangement
- 100%10.0
- Asset management dashboard
- 100%10.0
- Policy and contract enforcement
- 100%10.0
- Change requests repository
- 100%10.0
- Change calendar
- 100%10.0
- Service-level management
- 100%10.0
- Ease of deployment. Migrating from one instance to another. Loading Data.
- Options to customize, fewer overheads managing the application platform as a service. No hardware/database cost.
- Dashboards for management to track SLA's and service impact in the event of a major incident.
- Embrace ITIL best practices across the organization.
- Various modules within ServiceNow integrate very well with each other.
- Incident Management and Root Cause Analysis
- Service Catalog, Request Fulfillment
- Integration with Monitoring Tools Orion and Splunk
- CMDB to improve MTTR (Mean Time to Resolve) and MTRS (Mean Time to Restore Service)
- Incident Maps and Dashboards for Management to track SLA's
- Integrate with SharePoint, SCCM.
- Build custom applications on ServiceNow platform based on organization requests. Build Custom App for HR
- Inventory Management. Scan asset based on barcode information and import data directly into Service Now as a CI.
- Price
- Product Features
- Product Usability
- Product Reputation
- Vendor Reputation
- Implemented in-house
Incident Management, Request Management, Knowledge Management
Change Management,
Asset Management
Procurement Management
ITOM
- Setting up ITOM, MidServer configuration and access needed to get pass the Firewall.
- Customization to meet Business requirements
- Dashboards
- Moving from one instance to another
- Reporting
Eureka! ServiceNow is SaaS for the MaaSes.
For an additional fee, detailed review can be found in State of the ITSM Market at: http://www.itsmuniversity.net
Northcraft Analytics is a provider of Business Intelligence applications for Enterprise IT. As such, we have created a pre-defined set of 2,000 measures and Key Performance Indicators for 11 ITIL process areas (as of August, 2014). ServiceNow (NOW) is currently #2 in market share in the IT Service Management market (estimated at @ 1.7 Billion WW in 2014). NOW is our 2nd most popular BI application as well as the fastest growing in our portfolio of products (this is directly correlated with NOW's growth in the ITSM market). In the development of our offering for NOW (which is on-going) we have learned a great deal about the product's capabilities. In addition, when offering support for our product to our customers we learn their needs with respect to IT Performance management across the commonly deployed NOW modules. In our opinion the most common problems addressed are:- Request Fulfillment Automation to increase productivity within medium to large enterprise IT departments.- Self-Service Shopping for Employees to reduce call volume and simplify access to company services- Business Service Management to enhance communication between IT, lines of business & executive management
- Request Management & Fulfillment - ServiceNow has the strongest offering outside of "best of breed" players, such as Kinetic Data.
- Knowledge Management that is tightly integrated to the Incident Management function with powerful text search built in.
- Orchestration, specifically password reset automation for Active Directory
- PaaS (Platform as a Service) - ServiceNow is designed for customization and new application creation. Most importantly, JavaScript is leveraged, which is an established standard language.
- Upgradability - While NOW is customizable, it can become more difficult to upgrade if solid implementation expertise is missing at critical moments.
- Pricing - ServiceNow's pricing model has become less transparent more expensive (due to lower discounting) and more complex post-IPO. This is a reflection of the pride NOW feels in the product... which is somewhat justified by revenue growth which outstrips that of their competitors.
- Depth in Functionality - This is both a positive and a negative. Depth in functionality often increases the complexity of the application and decreases the usability. ServiceNow doesn't have the depth of an HP Service Manager of BMC Remedy IT Service Management, but this can be an advantage as well.
- Lack of Native Multi-Tenancy - This can hamper ServiceNow deployments for Managed Service Providers.
- Usability - Enterprise IT looking to establish a strong and simple front-end for automation of repeatable requests.
- Simplicity - Small-Medium size enterprises who wish for a quick deployment of a user-friendly ITSM application.
- Performance - Companies who are looking for an ITSM solution with strong, mature SaaS operations.
- Flexibility/Agility - Companies that are interested in a customizable solution that fits their unique needs.
- Breadth - Companies that are truly looking to establish a common platform (and database) for the most common ITSM/ESM needs.
- How much do you charge for approvers?
- Under what circumstances do you charge for employees accessing the system?
- When would a customer use the out of the box mobile interface vs. purchasing a 3rd party add-on such as Mobile Reach? Why?
- Under what circumstances would I need to consider purchasing ServiceNow business edition? Can you please tell us how to avoid customizing an out of the box script include up-front? So that we can avoid upgrade issues down the road?
- Can you please show us how to create a change approval process that doesn't leverage one of the out of the box templates?
- How often must we upgrade the application?
- Which CMDB requirements would make Blazent or BDNA a necessary add-on purchase?
- Use cases - Please, please, please come up with a detailed list of use cases.
- Sometimes a vendor can win because they have the best demonstration. Consider using an independent 3rd party for demonstrations.
- Vendors are typically not professional services companies, they are product companies. If possible, get multiple statements of work from different consulting organizations.
- Reduced Average Handling Time for Incidents
- Increased % of Incidents & Requests from Self-Service
- Lower average change duration with orchestration
- Higher recurring operational expenditures in comparison to traditional perpetual license model
- Lower storage costs due to SaaS (does this offset subscription costs?)
- Lower systems administration costs (does this offset subscription costs?)
- Equal or higher application administration costs (People are still the most important factor in an implementation)
- Lower database administration costs (does this offset subscription costs?)
- Equal or higher upgrade costs
- SaaS Vendor lock-in Potential
- Higher % of Incidents resolved at the front-line with password reset automation via orchestration
- BMC Remedy IT Service Management Suite,CA Service Desk Manager,HP Service Manager
- Product Features
- Product Usability
- Product Reputation
- Vendor Reputation
- Analyst Reports
- Third-party Reviews