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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

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
  • Organize and prioritize service tickets (66)
    9.1
    91%
  • ITSM reports and dashboards (61)
    9.0
    90%
  • Self-service tools (64)
    8.9
    89%
  • 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

8.4
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

8.3
Avg 8.4
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Product Details

What is ServiceNow IT Service Management?

ServiceNow IT Service Management Integrations

ServiceNow IT Service Management Competitors

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 Organize and prioritize service tickets and 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

(487)

Attribute Ratings

Reviews

(1-25 of 78)
Companies can't remove reviews or game the system. Here's why
April 14, 2023

ServiceNow IT Service Management Review

Harish kumar Vardineni | TrustRadius Reviewer
Harish kumar Vardineni
Technology Lead
Infosys Limited (Computer Software, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Recommend
I have faced laptop vpn issue and i have raised request in ServiceNow IT Service Management and changed priority as critical. Then with in 4 hours my issue resolved because of SLA timeframe mentioned 4 hours for critical request. I have raised admin credentials request for one of new memeber in my project and i have used requested for option To provide new employee name and id instead of mine. For every update related to my request we have received email notifications and status of the request.
March 01, 2023

ServiceNow IT Service Management Review for TrustRadius

Verified User
Professional in Information Technology
Hospital & Health Care Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Recommend
With the scale of our company ServiceNow IT Service Management performance & option go above our expectation. There is many enhance feature and SN keep improving. Self-Service Portal is the most useful of many feature of ServiceNow IT Service Management
July 04, 2022

Tech guy with 15 years of experience annoyed with ServiceNow.

Max Lewenhaupt | TrustRadius Reviewer
Max Lewenhaupt
EMEA Enterprise Support Specialist
Discovery Networks International (Broadcast Media, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
The latest versions greatly improved my previous experience. I had the opportunity to learn management modules and we need to improve and reduce the size of our database to improve performance. But it is excellent what they have achieved in these times. With my experience from many years in different countries I have to admit that the Catalog builder tool saves a lot of time. It's excellent.
April 08, 2022

ServiceNow Overall a wonderful tool!

Verified User
Technician in Information Technology
Transportation/Trucking/Railroad Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
April 08, 2022

Great Service Management Tool

Verified User
Engineer in Finance and Accounting
Financial Services Company, 5001-10,000 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
April 06, 2022

Best ITSM Tool in the Market

Verified User
Engineer in Engineering
Telecommunications Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
July 28, 2021

ServiceNow: Perfect for large IT Departments

Verified User
Administrator in Information Technology
Mental Health Care Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
July 01, 2021

ServiceNow really does provide service NOW

JR
Jessica Rich
Project manager
Indeed (Information Technology & Services, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
June 07, 2021

ServiceNow IT Service Management is the ultimate tool

Verified User
Employee in Information Technology
Information Technology & Services Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
June 01, 2021

ServiceNow: A tool that can handle challenges when you're ready!

Verified User
Employee in Information Technology
Paper & Forest Products Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
February 10, 2021

ServiceNow IT Service Management Review

Verified User
Engineer in Information Technology
Insurance Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
December 21, 2020

Great tool to track and tackle down incidents

Saul Sanchez | TrustRadius Reviewer
Saul Sanchez
Engineering Manager / Scrum Master
Vesta Corporation (Financial Services, 201-500 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
December 21, 2020

Service Now--at your service

Verified User
Engineer in Information Technology
Construction Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
March 11, 2020

How ServiceNow fits our ITSM needs

Verified User
Professional in Information Technology
Insurance Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
February 12, 2020

Fast And Easy To Use Service Request/Change/Incident Management Tool

PB
PAULIUS BUCINSKAS
Analyst Digital Site Health
Western Union (Financial Services, 10,001+ employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
February 10, 2020

Supporting a call center using ServiceNow

Verified User
Manager in Professional Services
Financial Services Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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).
February 08, 2020

Great Software for any IT organization

Verified User
Supervisor in Information Technology
Biotechnology Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
February 05, 2020

Currently the best ITSM application on the market

Verified User
Consultant in Information Technology
Electrical & Electronic Manufacturing Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
  • 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.
February 05, 2020

ServiceNow - Great Features, but Pricey.

Verified User
Manager in Information Technology
Financial Services Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
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