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)8.888%
- ITSM reports and dashboards (61)8.888%
- Subscription-based notifications (62)7.676%
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
- 8.8Organize 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
- 7.5Change 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
(493)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
(1-5 of 5)ServiceNow IT Service Management Review for TrustRadius
- Incident dash board
- Change management
- Self service portal
- Service outage matrix
- On-call scheduling
- Search feature are cumbersome and not work well
- Search in Help should get into more specific of question
- Self-Service Portal
- Change management
- Incident & Problem management
- Organize and prioritize service tickets
- 80%8.0
- Expert directory
- 70%7.0
- Service restoration
- 80%8.0
- Self-service tools
- 90%9.0
- Subscription-based notifications
- 70%7.0
- ITSM collaboration and documentation
- 60%6.0
- ITSM reports and dashboards
- 70%7.0
- Configuration mangement
- 70%7.0
- Asset management dashboard
- 80%8.0
- Policy and contract enforcement
- 70%7.0
- Change requests repository
- 70%7.0
- Change calendar
- 80%8.0
- Service-level management
- 80%8.0
- Change management
- Problem incident management
- Self services portal
- self service portal
- integrate inventory to change record for device impact
- buld in OpenAI like ChatGPT be able to answere any question relate to incident & change record
- Product Features
- Product Usability
- Product Reputation
- Maybe some of the customization features.
- Cloud-based.
- Can add attachments [to tickets].
- Chat Integration
- Web based Catalog
- Easy integration with Chat features
- New version improves a lot
- Getting better with attachmets
- Search fields improve for last review
- Need some works on database to reduce configuration items.
- Improved on last versions
- Work better on Chrome.
- Reduce time
- improve communication between different departments
- Have a great Chat tool integrated
- The Catalog Builder is amazing
- Easy to create incident and create flows
- Easy end user experience
- You can build several Catalogs
- Flow of documents and approvals doing great
- Organize and prioritize service tickets
- 100%10.0
- Self-service tools
- 90%9.0
- Subscription-based notifications
- 100%10.0
- ITSM collaboration and documentation
- 90%9.0
- ITSM reports and dashboards
- 100%10.0
- Configuration mangement
- 100%10.0
- Asset management dashboard
- 90%9.0
- Policy and contract enforcement
- 100%10.0
- Change requests repository
- 100%10.0
- Change calendar
- 90%9.0
- Service-level management
- 100%10.0
- Happen some Time outs but that have to do with some huge quantity of software manage for our company
- Incident Request
- Access Request
- Facilities
- Price
- The only thing is some templates - everything else, no.
- So much text.
- So many useless options.
- So many clicks to close a ticket.
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
Harness the underlying platform and anchor yourself to a philosophy, because everything else can be changed
- Any type of work that keeps occurring and can easily be compared across "technicians", or the people fixing/fulfilling/completing the ticket, and across timeframes.
- Once all those "chunks" of work are in the lowest common denominator of activity, it's a direct analog of performance in your organization and can be used to report valuable data.
- Having those activities be very repeatable is the first step in automating them and removing them from your human workload - so they can be freed up to work on more difficult or creative tasks.
- Haven't tried the new Project creation tool in Geneva yet, but Projects are always tricky when the tasks associated with them have dependencies on the order of completion and amount of work involved with each. To get each task down to a chunk of 3-4 hours would be a lot of work and hundreds of task dependencies.
- It's very expensive if only used as a service desk ticketing system instead of an entire task management platform across the business. ServiceNow Express or other competitors would be much cheaper if only looking for IT service management.
- Talent to heavily configure or add new functionality (developers) are costly, but you can mitigate this cost by training someone internal who has Javascript or similar object-oriented programming experience.
- 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
- 90%9.0
- ITSM collaboration and documentation
- 100%10.0
- ITSM reports and dashboards
- 100%10.0
- Configuration mangement
- 90%9.0
- Asset management dashboard
- 80%8.0
- Policy and contract enforcement
- 90%9.0
- Change requests repository
- 100%10.0
- Change calendar
- 100%10.0
- Service-level management
- 100%10.0
- Hard to put a dollar amount on ambiguous efficiency gains in service (not operations) departments, but even after >20% company-wide layoffs with the oil price downturn, we were able to keep our high level of service.
- We have just started a pilot program integrating Microsoft SCCM with the Service Catalog so people may request software installations based on Active Directory group memberships. Its adoption and manpower savings will be how we gauge other automation projects going forward.
- Competitive labor market for experienced ServiceNow developers makes it difficult to find/retain talent, but there are many third-party implementation and outsourcing firms filling the gaps for any short-term projects you may need. Managed Service Providers are another possibility for the long-term.
- BMC Track-It! and BMC FootPrints Service Core
- Very powerful underlying platform
- Most customizations are drag-and-drop
- More advanced tweaking (and complete new app creation) possible with only rudimentary programming knowledge (Javascript that calls custom libraries/methods with ability to create your own)
- Was designed as a tool that creates itself, so almost anything ServiceNow (the company) can create or make, so can you
- Took a lot of ITIL foundations understanding and administration training to utilize its full potential
- Inconsistent input parameters and return values in some of the callable methods.
- Outdated Wiki; even hard to find solutions through the Community Portal/Forum
ServiceNow, Service Tomorrow, Service Forever
- Easy tracking of individuals' input and time spent
- Automated email updates on work items
- Tight integration among components
- Massive and at times confusing interface
- Too many categories of items with seemingly arbitrary differences in functionality
- Honing in on just what you need is difficult for a basic user
- Organize and prioritize service tickets
- 80%8.0
- Expert directory
- N/AN/A
- Service restoration
- N/AN/A
- Self-service tools
- N/AN/A
- Subscription-based notifications
- 60%6.0
- ITSM collaboration and documentation
- 60%6.0
- ITSM reports and dashboards
- N/AN/A
- Configuration mangement
- N/AN/A
- Asset management dashboard
- N/AN/A
- Policy and contract enforcement
- N/AN/A
- Change requests repository
- 100%10.0
- Change calendar
- 90%9.0
- Service-level management
- N/AN/A
- Centralized system for dealing with service issues
- Makes change management easier
- Project management tools aren't great for planning sessions
On the other hand, I find the separate categories of items - incidents, tasks, projects, etc., to be overwhelming and unnecessary. As far as I'm concerned everything is "something I've got o do." I can automatically create change tasks for some, but not others, which makes little sense to me.
- Incident reporting
- Issue tracking
- Change management
- I don't know which features we use are out-of-the-box and which are custom solutions
- Tracking time spent on items
- Communicating with stake holders
- Maintaining a to-do list
- Linking changes to items
- Recognizing arbitrary differences in types of items - incidents vs tasks
- Ugly flat-style interface that's all the range now, but makes it difficult to recognize buttons from decorations