ServiceNow IT Service Management

ServiceNow IT Service Management

About TrustRadius Scoring
Score 8.4 out of 100
ServiceNow IT Service Management

Overview

Recent Reviews

ServiceNow Overall a wonderful tool!

8
April 08, 2022
We used it to handle IT issues and based on SLA times we solved tickets. We also used it as an IT asset management tool.
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Great Service Management Tool

9
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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Best ITSM Tool in the Market

10
April 06, 2022
we use it as a single point of management system for all kinds of IT services. I use it almost every day and the best part is you can keep …
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ServiceNow: Perfect for large IT Departments

10
July 28, 2021
ServiceNow is being used across the whole IT division of the organization. Outside of the IT department, outside staff doesn't have a way …
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ServiceNow IT Service Management in Reality

8
June 02, 2021
Used across most of the organization but some smaller / isolated sections still use other / local tools.
Addresses the main ITSM areas …
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SNOW ITSM needs simplification

7
February 13, 2021
Being used across the organization for everything that falls under the IT portfolio. For anything that involves IT requests, for all range …
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ServiceNow IT Service Management Review

7
February 10, 2021
ServiceNow is one of our internal ticketing systems used for assigning work, raising incidents, getting approvals, knowledge base …
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Service Now--at your service

7
December 21, 2020
We use ServiceNow IT Service Management for change, asset, incident, and problem management. It’s used by the IT department though we have …
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How ServiceNow fits our ITSM needs

9
March 11, 2020
ServiceNow is our incident, change and problem management tool. It also serves many other functions throughout the organization and it …
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Reviewer Sentiment

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Awards

TrustRadius Best of Award, Best Of Customer Support 2021
TrustRadius Best of Award, Best Of Feature Set 2021
TrustRadius Award Top Rated 2020
TrustRadius Award Top Rated 2019

Popular Features

View all 13 features

Organize and prioritize service tickets (67)

8.9
89%

ITSM reports and dashboards (62)

8.3
83%

Self-service tools (65)

7.6
76%

Subscription-based notifications (63)

7.4
74%

Reviewer Pros & Cons

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Video Reviews

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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

Features Scorecard

Incident and problem management

8.1
81%

ITSM asset management

7.8
78%

Change management

8.1
81%

Product Details

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 and configuration management, and (on the higher tier ITSM Professional plan) ITAM and software asset management.

ServiceNow IT Service Management Integrations

ServiceNow IT Service Management Competitors

ServiceNow IT Service Management Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

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Frequently Asked Questions

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 and configuration management, and (on the higher tier ITSM Professional plan) ITAM and software asset management.

What is ServiceNow IT Service Management's best feature?

Reviewers rate Organize and prioritize service tickets highest, with a score of 8.9.

Who uses ServiceNow IT Service Management?

The most common users of ServiceNow IT Service Management are from Enterprises (1,001+ employees) and the Information Technology & Services industry.

Reviews

(1-25 of 79)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
The tool is very sufficient and very helpful for helping colleagues or customers with their IT-related questions or issues based on SLA you can create a nice environment. The people from ServiceNow are very helpful and open to new opportunities. It is also very easy to use and easy to learn to new IT colleagues how to work with the tool. I would definitely recommend this tool to other IT colleagues.
Score 9 out of 10
Vetted Review
Verified User
Review Source
In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
Score 10 out of 10
Vetted Review
Verified User
Review Source
It is the perfect management tool for giant IT infrastructural organizations as well as small ones. one can always customize and use it as per their capacity and volume. A proper process is defined and is followed when a request is made. It works on an SLA basis which is an amazing option. however, for extremely small ventures its uses are limited as compared to large organizations.
Score 10 out of 10
Vetted Review
Verified User
Review Source
ServiceNow IT Service Management is most applicable for larger companies. It can supply large, easily searchable Knowledge Base articles to train employees, especially Tier 1 tech support. If the company has a large about of Tier 1 tech support staffed, then this is a perfect service. It also includes a lot of ways to categorize and search the categories of the tickets, so that even a large amount of tickets can be filed away properly.
Score 9 out of 10
Vetted Review
Verified User
Review Source
I think [ServiceNow IT Service Management is] best suited for very straight-forward customer support type ticketing. If the problem can't be solved by the customer support team, then the ticket likely is a larger issue (ie: a bug) and then likely a Jira ticket would need to be created for more robust documentation.
Score 10 out of 10
Vetted Review
Verified User
Review Source
All in all, ServiceNow IT Service Management is a great tool for all my company because it adapts to different areas and divisions, so it's not tied to the IT realm; having everything in the cloud facilitates communication with our clients.

It actually fits for most of our clients, and the great thing is I believe it's flexible to keep adding clients or accounts that have access to their cases.
Score 10 out of 10
Vetted Review
Verified User
Review Source
In a medium to large sized organization, ServiceNow [IT Service Management] will be a good fit. Our organization is only using a small part of the offering from them but it solves many of our business problems. I would not recommend ServiceNow [IT Service Management] for small organizations or organizations that [I feel] are still very early (immature) in their change management process.
Score 7 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is a ticket software and is fine to use for any circumstances which requires assigning work to teams or individuals, creating approval flows where different people need to approve a work item, or even some other random functions like a knowledge base for storing team articles or creating a Configuration Management Database (CMDB). While it is used by all of our IT department, I can see why the developers are using Jira more and the infrastructure teams are using ServiceNow.
Saul Sanchez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
It is great to have a well-defined process while requesting support, it is easy for you to see the progress of your ticket and who is or has worked on your request. You need to have a well-defined catalog; if you do not do that your support requests steps could be too many.
Score 7 out of 10
Vetted Review
Verified User
Review Source
It is suited for medium to large companies that can afford to have a full-time ServiceNow developer. There is a lot of customization and coding that can be done to make it a great product but that requires some coding expertise. It is great for companies that do not have any current products and are looking to get ServiceNow IT Service Management implemented.
Score 9 out of 10
Vetted Review
Verified User
Review Source
ServiceNow can facilitate an organization's needs for a robust incident and change management tool. It also has a wide array of other features that can be tailored to the company or down to the individual. ServiceNow also provides capabilites for event management, such as a trigger that would perform a restart of a service on a server for example.
Score 7 out of 10
Vetted Review
Verified User
Review Source
ServiceNow has a lot of useful training material. It is easy to get trained and be able to use the tool efficiently in a short period of time. Fast performance and a lot of different reporting options is a big plus of the tool.
Score 8 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is certainly appropriate for any organization that operates using a ticketing system to document work managed (i.e. an IT HelpDesk, a cable, phone, or internet service provider). It would not be well suited for an environment where service offerings are not the type that can be compartmentalized and aggregated perfectly (i.e. some professional services such as law offices, financial services, medical facilities).
Score 10 out of 10
Vetted Review
Verified User
Review Source
I would recommend ServiceNow for anyone. ServiceNow is so powerful and highly useful that it would be a benefit to any organization with at least over 750 employees. This software is highly customizable and integrates with almost any software that might be used by your organization. It is something to look at if you can afford it.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Ticketing is the greatest strength of ServiceNow, so having users log issues and then trigger workflows to get tasks created and assigned to multiple support groups to solve the problem is the best use of ServiceNow.
  • Although ServiceNow is powerful, sometimes they (ServiceNow reps) want to sell you the idea that all processes can be solved through the use of ServiceNow. However, that would require too much customization that gets problematic when a new version upgrade is required. As I mentioned, they do between 1 to 2 releases per year, so trying to upgrade when too many customizations were made can become a problem or need too much time to make sure all isn't broken.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I would highly recommend this platform for any firm trying to consolidate a lot of tasks into one tool. If you need a SaaS provider that allows you to manage requests, change management, knowledge bases, client portals, and reporting functionality, this is a great tool. My firm has really benefited greatly from utilizing this tool.
Score 5 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is well suited to an organized IT department who has multiple people with the time to understand and help others use it effectively. Having lots of end users, even IT people, create their own articles and manage tickets is difficult due to a non-intuitive interface. This might be due to how our organization setup and implemented ServiceNow originally. Nonetheless, I find it very difficult to navigate and to remember where things are. Building reports is a struggle. However, it's not my primary role to understand ServiceNow and I only use it 1-2 a week. My advice is to reduce the number of people who need to interact with ServiceNow to a bare minimum. If you can have one person who helps others create and manage help articles and incidents (if they are infrequent) it'll ultimately save time.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Over the years I have tried multiple ticketing and change management systems and Service Now is by far the simplest to use, but without compromising any of the functionality or configurability of the other products. And being a cloud-based system, the maintenance is almost non-existent which is always a plus.