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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)
    8.9
    89%
  • ITSM reports and dashboards (61)
    8.8
    88%
  • 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

8.3
Avg 8.2

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

8.1
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

(494)

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

(26-50 of 77)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • With the ability to add relevant reports to your dashboard, organizing your time is made alot easier.
  • I don't do a lot with Change management, but I do speak with those guys quite often and I imagine their jobs would be much harder without software such as this.
  • I have no idea how much we pay for SN, but its definitely worth every penny.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • We have invested heavily in ServiceNow in terms of development. It's paid dividends in the form of customers who often choose us partly because we integrate with their ServiceNow instance.
  • The customization available in ServiceNow has helped us manage our ticketload in a timely manner.
  • As we add modules to ServiceNow, it continues to be a force multiplier for our operations team.
March 11, 2019

ServiceNow

Adam Sylvester | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Positive results in terms of Supplier Management
  • Positive results in terms of Configuration Management
  • Positive results in terms of our Windows 10 migration programme
February 22, 2019

ServiceNow Review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • We are using the system to keep track of incidents and how often they occur. We're able to categorize these incidents correctly and easily. Thus, it helps us prevent or lower the rate that these incidents occur.
  • Our non-traditional customers are allowed to receive email notifications whenever we update the tickets! Otherwise, this product allows the company to save money and it helps all parties to learn how to use the system.
  • Commonly, there will be a human error here and there. ServiceNow helps to eliminate who made the error and when.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • We don't currently have a CMDB, so we are leveraging ServiceNow to build one using their ITSM and ITOM tools. This is a huge gap for us as a company and it will be a big win once this is in place.
  • The core help desk functions are comparable to most other tools on the market, but SN does a great job of integrating that data with other modules like Problem, Change and Event Management to provide a truly integrated solution.
  • The tool is expensive, so you will need to try to do as much as you can with the platform. We currently use other systems for HAM and SAM but will be including these in our ServiceNow instance in the future to help maximize our ROI.
February 17, 2019

A versatile ITSM solution

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Ever since migrating from Jira Service Desk, we've had an excellent experience with ServiceNow. It acts as a one-stop shop for our entire ITSM needs. By getting rid of auxiliary tools and systems we've been able to improve the efficiency of our department by quite a lot.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Upgrades are usually smooth, but can be tricky if you have custom workflows created. Thorough Testing is always advised.
  • ServiceNow is fairly intuitive to use, but for more complicated development and enhancements, training or hiring of experienced resources is required.
  • Centralizing several functions within the application allowed our company to save the expense of running multiple tools to complete the same business processes.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • We align all of our company's components, applications, and cloud services used to their respective IT service. This provides valuable insight to our leadership.
  • Manage service tickets and escalation.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Jesse Bickel, MS - PMP | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers.
  • One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad.
  • Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket.
  • Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • ServiceNow has positively impacted ROI as it has improved the efficiency of request handling.
  • It has had the positive impact of allowing our organization to standardize on one ticketing tool eliminating a number of others.
  • A negative impact on ROI has been the licensing cost of ServiceNow. Being the premier ticket management system, it definitely has the price tag to match.
Anthony Zappala | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Alert >> Monitoring response team - Servicenow has provided our monitoring teams with the ability to quickly set up automation, notifications, and response management off importing data, aggregating it, and using it for queries both on / off the platform. Our ability to identify the specific alerts to focus on has increased in efficiency
  • Incident Coordinator / Critical Response team - has built many notifications, messaging, and response layers of automation to provide them with a simple form that allows them to create historical data to describe alerts/incidents, measure and compare issues, find and resolve the issues, then communicate out to various pockets of people. Their team's reach and capability to contact different segments of people (consistently and accurately) has been a direct result of their use of ServiceNow. Even better, everything is controlled from fewer interfaces, making their reach..greater, but their process...simpler.
  • Help Desk team - utilizes the bevy of information we can aggregate in ServiceNow, to solve every problem we have here at Wayfair. Whether its a customer issue or a password reset, our Help Desk is enabled to research, read/listen, communicate, and work to resolve each and every issue that plagues us. This team is our biggest supporter of ServiceNow, and is actively at the forefront of new automation in each and every one of our sprints. Wayfair is growing rapidly, and in order to support this growth (without massive complementary hiring) we look to ServiceNow to provide them that exponential capacity.
Shalindra Singh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • I cannot answer w.r.t. to my organization as we internally do not use ServiceNow but there are lots of customers who are the happy customer and got benefited with ServiceNow. This is a good product and provides better ROI.
Ashley Gennett | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • We have been able to update our accounting to see who is compliant and who is not.
  • it has added a bit more manual labor for our Business Development department to make sure the information in iServe syncs with both our Hubspot & Zoho CRM systems.
August 22, 2018

ServiceNow for Success

Phanindra reddy Bommu | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Reduction in call center volumes
  • It is good for Medium and large-scale industries. For small organizations, it might be too expensive and the ROI will take a long time
  • Can utilize the resources working in the Service desk in other areas
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • SN ease of use has cut down on the learning curve, and thus the amount of time it takes to train a new hire.
  • I'm not sure on the financial side, but from a workability side, SN gets customers "in and out the door" much faster than it's predecessor. (ServiceCenter in my environment)
  • Technicians can update quicker, and easier, creating a greater likelihood of meeting SLAs. Meeting SLAs is bread and butter for our contract's overall success.
Antonio Acosta | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • ROI very fast due to the short time required to implement the solution.
  • Don't need to provision internal resources (servers, software, IT specialists) to implement the solution.
  • Many related processes consolidated in a single platform, thereby reducing cost.
  • With the service portal options and the self service capabilities companies can reduce the number of service desk agents and the time required to drive end-user needs to the Fulfillers.
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