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

8.2
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
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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

(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

(1-25 of 77)
Companies can't remove reviews or game the system. Here's why
Harish kumar Vardineni | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • Searchable activity provided with in form to search kb articles before creating a new issue
  • It will take long time to upload data using trasnform maps and import set table
  • Excel upload option not provided to load table data using excel sheet.
  • Ticket search functionality improved after tokyo upgrade
Score 9 out of 10
Vetted Review
Verified User
  • Better Operational Efficiency
  • Better MIS reporting for Senior Leadership
  • One stop repository for all your applications
  • Enhanced Controls on change management process
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • It has surely saved so much money as rather than spending on multiple tools for IT management organizations can spend only on a single tool and manage every on a single platform.
  • I like the transparency of work in ServiceNow IT
  • It is a very user-friendly tool no training is required to use it. almost everything is self-explanatory
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Personally as an end-user, I feel like my issues have been resolved more quickly/don't tend to get as lost when using previous tools.
  • Having a centralized place where all questions are asked and all issues are resolved means I don't have to spend time searching for the appropriate team. I can just create a ticket and it's channeled to the appropriate team for me.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • More transparency into how IT spends their time on work items
  • More insight for customers on the status of their requests
  • Ability to do more with less thanks to workflow automation of processes within ServiceNow (triaging, notifications, approvals)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Overall, positive now.
  • Some customization after the first 3 years of implementation made things much more logical and easier.
  • The learning curve can be improved by choosing the right service provider to implement the platform.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • With the ability to interface with the product thru their API, we have automated incident creation for several applications as well as automation of Adhoc task creation. This alleviates the need for manual creation which used to happen in the past.
  • With the Knowledge Repository, many articles have been written to help end users solve problems without having to call the Help Desk.
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