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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

(1-2 of 2)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
We are currently using ServiceNow ITSM (IT Service Management) and ITOM (ITOM) modules. ITSM is currently being used for Incident, problem, change and request management. ServiceNow ITSM has allowed our organization to embrace ITIL best practices using various ITSM and ITOM modules. It has boosted productivity by automating many of our processes. Provides management on-demand reports and dashboards, with a single data model to generate and distribute important information on demand and in real time. ServiceNow is being used both at the back office and roadside. Asset Management Module is used for maintaining and tracking all inventory at the roadside along with purchase orders and transfer orders. We use the Procurement Management module for maintaining all our contracts and vendor management. In a nutshell, Service Now is one stop shop for all your IT needs.
  • 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.
Easy to customize and has many options available to tailor your needs. The application is very scalable. ITSM guided setup provides a sequence of tasks that help you configure the IT Service Management (ITSM) applications on your ServiceNow instance. Ease of moving customization from one instance to another. ServiceNow provides a developer instance which is free for developers to learn and explore the product. Ability to build your own custom app. Reporting needs some improvement.
Incident and problem management (7)
97.14285714285714%
9.7
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
ITSM asset management (3)
100%
10.0
Configuration mangement
100%
10.0
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
  • 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.
ServiceNow provides many options compared to CA ServiceDesk which we were using. Basic customization (Forms, Business rules, Workflow, etc.) is much easier compared to CA ServiceDesk. Dashboards, the ability to create widgets with ease. End Users are more at ease using ServiceNow. Better aligned to ITIL Best Practices. Easy to Load Data and migrate from one instance to another. The application comes with version control to revert to an older version.
200
IT Service Management, Operations Management, Customer Service Management, Project Management, Contract and Vendor Management.
4
ITSM Skills, ITIL Knowledge, Knowledge of Enterprise System Management, Monitoring, Java Scripting.
  • 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.
Supports all ITIL processes and easy to manage. Good Return on Investment for our organization.
Yes
CA Service Desk Manager. More functionality available in ServiceNow.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Vendor Reputation
More functionality to support our Key Business processes. Embrace ITIL best practices to benefit the organization.
Stand up the instance, perform guided setup and then work with Service Providers for additional professional services.
  • Implemented in-house
Yes
ITSM
Incident Management, Request Management, Knowledge Management
Change Management,
Asset Management
Procurement Management
ITOM
Change management was a minor issue with the implementation
Iterative and Agile Approach is the way to Implement.
  • Setting up ITOM, MidServer configuration and access needed to get pass the Firewall.
ServiceNow implements its solutions for customers using the Start Now Implementation Methodology. The StartNow (STrategicAlignment and drive Rapid Transformation) Implementation Methodology include five deployment stages Plan, Discover, Prepare, Deploy, and Operate. Follow these steps for smooth implementation.
Excellent Support and Fast Response.
During an Upgrade from a Prior Release.
  • Customization to meet Business requirements
  • Dashboards
  • Moving from one instance to another
  • Reporting
Yes
Works Good.
Easy to Use and plenty of Options to support your business processes. Very good documentation available.
Lee Cullom | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized

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.
Well-suited:
  • 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.
Key Questions to ask:
  • 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.
Keep in mind:
  • 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
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.
Northcraft Analytics doesn't have a choice, we support the top 5 products in the market based on share.
Yes
BMC Remedy ITSM 7.0.3. This was a vendor selection engagement in which I was subcontracted, so the customer will remain anonymous, but I was the lead reviewer on the project. The customer had contracted with a major managed service provider who was using BMC Remedy to manage L1 support for a multi-national organization with over 100,000 employees. The quality of support was lacking, SLAs were frequently missed and usability, the contract was expensive and the usability of Remedy was particularly poor in that version.
  • Product Features
  • Product Usability
  • Product Reputation
  • Vendor Reputation
  • Analyst Reports
  • Third-party Reviews
The single most important factor was usability. Price didn't play as much of a factor in our decision as much as it normally would due to the astronomical annual contract value in place with our managed service provider (who also provided L1 support). We nearly selected BMC Remedy due to our CMDB requirements, but simplified request management and Incident Management won out.
The organization was very pleased with the evaluation and selection process due to the engagement of ITSM University. ITSM University was chosen over Gartner Group due to the deep implementation knowledge and breadth of ITSM platform knowledge.
The ServiceNow team is U.S. based, highly responsive, friendly and intelligent. Technical support is one of the strongest differentiators of this company.
No
Yes, at a large health care customer, we had an issue with (what appeared to be) the 32-bit vs. 64 bit ServiceNow ODBC driver that ended up being a Windows Systems Administration issue. While the team couldn't resolve the issue, they stayed involved and offered up helpful research that certainly went above and beyond, because the problem wasn't related to the ServiceNow product. The fact that they stayed with us and cared about the resolution was the important part.
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