Skip to main content
TrustRadius
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…

Read more
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 …
Continue reading

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. …
Continue reading
Read all reviews

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)
    8.8
    88%
  • ITSM reports and dashboards (61)
    8.8
    88%
  • Subscription-based notifications (62)
    7.6
    76%
Return to navigation

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
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.3
Avg 8.1

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
Avg 8.4
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(493)

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

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
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.
Randall Hodgins | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow is a Platform as a Service product. It is typically used across the spectrum of IT in my customers' architecture. In virtually every deployment it has began as either an improved or even first time service desk tool and once the value has been demonstrated other enterprise stakeholders are quick to adopt its use - change management and problem management followed by product and services catalogs, asset management, etc.
I can honestly say that I have never been let down by the platform to meet a business goal - even those that might not be possible with other tools. The platform is extremely versatile and easily configurable to meet, thus far, any need.
  • Incident Management is the obvious first choice. It arrives out of the box (OOB) fully able to meet the needs of an ITIL compliant/guided Service Desk. The relatively low amount of configuration (usually data and/or special use needs) required to get up and running in an enterprise means that you can immediately be productive with the product and begin identifying mission critical concerns that impede your business success. The #1 benefit, in my estimation, is that the product prevents issues from falling through the cracks. Clients will no longer fail to get resolution because their incidents get lost, passed over or simply forgotten.
  • Change Management, always a challenge, benefits from the task based nature of ServiceNow. When combined with the Configuration Management Database and the intrinsic Workflow Manager, ServiceNow provides an integrated set of tools to respond to IT change processes. When integration of Incident, problem and change are in place an enterprise has all it needs to identify concerns, investigate root cause, make critical changes or reparation expediently. The platform also provides for executive level (and deeper) reporting to identify trends of service improvement - or degradation.
  • Keep in mind that the tool does not necessarilly require a troop of developers to configure. Most configurations and behaviors require either no or a only a few simple javascript code lines to accomplish. Very often the stakeholders themselves can perform the module changes they need.
  • While the individual topic modules are excellent, they would be less effective were it not for the notification engine that permeates the entire platform. Keeping everyone on the same page is a snap. Customer facing communications are separate from internal facing communications. Messages are automated at configurable ticket state changes, at defined events in the system, on the fly in a task form... The methods are email - easily customized to be branded and even personalized by user or department, and SMS notifications.
  • Complex reporting is an area that still needs improvement. It is not yet possible to obtain parameterized reporting. In truth, this is the only function of the platform that I would count down.
Every aspect of the product was born, natively, in the cloud and it shows. Mostly it shines in direct comparison with other so-called cloud platforms that actually were either legacy client-server products or merely web-extensions of the same.

From sales discussion through to GoLive! deployment, ServiceNow excels. Secure access, multi-function modules, unified data source, open access web services architecture, (pardon the phrasing but:) idiot-proofed configuration layer - dangerous coding is caught and prevented at several interpreted layers of execution. It is scalable and extensible.

Additionally, I would be remiss to fail to mention that ServiceNow as a multi-domain platform install provides all the benefits mentioned in a virtually turn-key managed services platform product.
Incident and problem management (7)
95.71428571428571%
9.6
Organize and prioritize service tickets
100%
10.0
Expert directory
100%
10.0
Service restoration
70%
7.0
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)
96.66666666666666%
9.7
Configuration mangement
90%
9.0
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
  • This is not my area of focus. However, I am able to work, literally, anywhere in the world because my function, my 'job' is online. That is invaluable to me.
  • Relative to the question, however, I can honestly say that most of my clients have benefited from the fact that implementing ServiceNow in their IT architecture has exposed the missing or broken elements of their IT Processes definitions. Invariably the consistent management of all incident or other request tickets has led to immediate service improvement upon deployment. While I am inadequate to put a dollar value on this fact I am certain that each reader with those skills can do so and that the value, alone, will figure favorably in a purchase decision.
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.
  • Professional services company
Please note that I AM the Professional Services implementer.
Yes
Typically deployment is broken into more than one phase. This can be due to the expected cost of implementation, duration to complete all tasks, readiness issues (funding, culture, pre-requisites, education), etc.

The phase 1 modules are usually Incident, Problem, Change, Service Catalog, Knowledge Management and Configuration Database (either 'Lite" or fully integrated). These core modules, once deployed into a production environment, will provide the greatest initial impact on the ITSM needs of an enterprise. The ROI is usually evident within the first year.

Afterward, other modules are typically developed/configured in-house. If the original deployment was a develop-with (a shared responsibility development plan where the professional services agents assist the client's developer staff to accomplish the goals as well as to teach and coach) this is likely the case. Custom applications and integration with thirrd party tools may still require assistance but usually SMEs within the organization are all that may be required.

The final phase is to make the product/platform attractive. The platform has its own internal CMS. With a little schooling a competent web designer can skin the customer facing pages to conform to the branding and quality requirements of the corporate web presence.
[Remember that this is done LAST!]

Change management was a big part of the implementation and was well-handled
Missing or broken processes are inevitably identified during the planning stage of this module's development. However, the platform is versatile and the install state is usable for 80% of the users as-is. I have found that when I am developing configurations that are ITIL compliant all goes well. When I start to get out into the weeds... not so much. If you find yourself having difficulty getting your configuration to work it is probably because it is a bad idea. Sometimes you need to examine the business requirement and consider different means of accomplishing the goal. There have been occasions where meeting the goal has been accomplished by reapplying the process in a slightly different method.
  • Knowledge of process is always paramount to success. You absolutely must know why you are performing an activity and what your goal is. Without a clear definition the results will not be as desired.
  • Do not lie to the system. Many times I have been asked to do something that is ultimately foolish. An example is to permit the facts of a change request to be changed after the fact when an error is identified. This is always a bad idea because the purpose is to identify faults and correct them. Changing the historical record to be only a solution eradicates the thinking and errors that led to the problem. Merely providing the answer fails to maintain the reasons why the problem came into being. The correct solution is to simply permit post activity comments. The additional observations and solution details will remain relevant and in context to the concern.
  • Do not lie to the single source of record.
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow at VCE is used for the the ticketing system and also in implementing the CMDB. It is used by the whole organization. It helps us with incident management,change managemnet and problem management. One of the products that we develop is Vblock. In order to track these Vblock at different client locations, we use CMDB module in ServiceNow. In addition to that, general IT ticketing is managed by ServiceNow at VCE.

Currently, I work in the CMDB(Configuration Management Database) team at VCE. We are using CMDB for our product Vblock and to understand the relationships of the CIs.In future we want to use CMDB as an internal tool to improve the sales of Vblocks.


  • Configuration Management Database (CMDB)
  • Update Sets
  • Domains
  • Scripting on both Client and Server
  • Web Services
  • Cloud Based Tool
  • Versioning
  • More Documentation
  • Better Tech Support
It is good for ITIL. If you want to implement a Configuration Management Database (CMDB) for your own product you need to have a better understanding of the current and future requirements of the Business User/Stakeholders. Also, if you are trying to implement it as CMDB, you need to architect the relationships between configuration items (CIs) in an efficient way.
  • Central Point of source
  • Better relationships between components(CIs)
  • Understanding of the IT Services(Change Management, Incident Management,Problem Management)
First we started using this product for ticketing system and later after a better understanding of its capabilities, we are trying to implement a CMDB architecture within ServiceNow.
1500
Ticketing System
CMDB
It does the ITIL management perfectly well. There is no other product that allows for customization. It is a cloud based product so we can access it anywhere.
  • Navigational Search
  • Filtering
  • Requests
Yes, but I don't use it
Easy to use Interface for ITIL Management Tool.Cloud Based Application.
Return to navigation