ServiceNow IT Service Management Return on Investment, Reviews & Ratings 2025

Q: What are ServiceNow IT Service Management's top competitors?

Agiloft Service Desk (discontinued) , IFS Assyst , and CA Service Management, with CA Service Desk Manager are common alternatives for ServiceNow IT Service Management.

Overview

What is ServiceNow IT Service Management?

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.

Learn from top reviewers

ServiceNow IT Service Management - Leagues above the competition!

Rating: 10 out of 10

December 19, 2024

IncentivizedVetted ReviewVerified User

We use ServiceNow IT Service Management for all of the standard ITIL components. Change, Incident, Problem, Knowledge and Tasks. It is used by numerous departments in our orga...

Verified user

Analyst

1 year of experience

ServiceNow IT Service Management Review

Rating: 8 out of 10

April 14, 2023

Vetted ReviewVerified User

We are using ServiceNow IT Service Management to create requests, incidents, and change request. If a new employee onbaording to the project need to raise a credentials, lapto...

Harish kumar Vardineni

Project Manager - Information Technology

Technology Lead

Infosys Limited

4 years of experience

Tech guy with 15 years of experience annoyed with ServiceNow.

Rating: 9 out of 10

July 4, 2022

Vetted ReviewVerified User

It's being used across the whole organization. Our entire company sends and finishes tickets using the portal. We use each queue for IT, facilities, and others. Our business n...

Max Lewenhaupt

Employee - Information Technology

EMEA Enterprise Support Specialist

Discovery Networks International

1 year of experience

ServiceNow really does provide service NOW

Rating: 9 out of 10

July 1, 2021

IncentivizedVetted ReviewVerified User

We use [ServiceNow IT Service Management] across our organization to handle all our our own internal support needs: IT issues and requests, employee assistance, etc. We used t...

Jessica Rich

Manager - Product Management

Project manager

Indeed

1 year of experience

ServiceNow IT: The Best ITSM Tool You Must Have!

Rating: 9 out of 10

May 17, 2021

IncentivizedVetted ReviewVerified User

ServiceNow IT Service Management is being used across the organization. It is a very user-friendly and lightweight application. It is accepted by most of our clients to run in...

Sandeep Singh

Consultant - Information Technology

Consultant

DXC Technology

5 years of experience

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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

8.8

Avg 8.2

9.8
Organize and prioritize service tickets
(67) Ratings
Prioritize tickets to ensure most urgent are tackled first
7.9
Expert directory
(51) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
7.9
Service restoration
(56) Ratings
Impact assessment and automated fixes for common problems
9.8
Self-service tools
(65) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
8.8
Subscription-based notifications
(63) Ratings
Users subscribe to notifications for ticket updates
8.9
ITSM collaboration and documentation
(60) 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.
8.1
ITSM reports and dashboards
(62) 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

8.3

Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8.8

Avg 8.5

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Product Details

About
Integrations
Competitors
Tech Details
FAQs

What is ServiceNow IT Service Management?

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

Agiloft Service Desk (discontinued)
IFS Assyst
CA Service Management, with CA Service Desk Manager
Cherwell Service Management (discontinued)
Hornbill Supportworks ITSM
ChangeGear Service Desk
Freshservice
BMC Helix ITSM
Ivanti Neurons for ITSM
Solarwinds Service Desk (formerly Samanage)

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

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.

Agiloft Service Desk (discontinued), 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 Self-service tools highest, with a score of 9.8.

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 From Top Reviewers

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(1-5 of 78)

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ServiceNow IT Service Management - Leagues above the competition!

Rating: 10 out of 10

Incentivized

December 19, 2024

Verified User

Analyst in Information Technology

Insurance Company, 1001-5000 employees

Vetted Review

Verified User

1 year of experience

Return on Investment

The ServiceNow IT Service Management module has allowed us to provide a ticketing solution to numerous departments outside of IT
Integration between Change and Azure DevOps via CI/CD pipelines has helped our IT departments become better at Agile methodologies

ServiceNow IT Service Management Review

Rating: 8 out of 10

April 14, 2023

Hk

Harish kumar Vardineni

Technology Lead

Infosys Limited (Computer Software, 10,001+ employees)

Vetted Review

Verified User

4 years of experience

Return on Investment

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

Tech guy with 15 years of experience annoyed with ServiceNow.

Rating: 9 out of 10

July 04, 2022

ML

Max Lewenhaupt

EMEA Enterprise Support Specialist

Discovery Networks International (Broadcast Media, 1001-5000 employees)

Vetted Review

Verified User

1 year of experience

View profile

Return on Investment

Happen some Time outs but that have to do with some huge quantity of software manage for our company

ServiceNow really does provide service NOW

Rating: 9 out of 10

Incentivized

July 01, 2021

JR

Jessica Rich

Project manager

Indeed (Information Technology & Services, 10,001+ employees)

Vetted Review

Verified User

1 year of experience

Return on Investment

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.