ServiceNow IT Service Management Review for TrustRadius
One place for Service management, Change control and Inventory management. End users can open service request, problem or incident. IT …
ServiceNow IT Service Management
ServiceNow IT Service Management
ServiceNow IT Service Management
Starting at $10,000 per year
View PricingOverview
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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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
Best of
2021
Best of
2021
Popular Features
View all 13 features- Organize and prioritize service tickets (65)9.393%
- ITSM reports and dashboards (60)8.888%
- Self-service tools (63)8.585%
- Subscription-based notifications (61)7.474%
Reviewer Pros & Cons
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Max Lewenhaupt
EMEA Enterprise Support Specialist
Discovery Networks International (Broadcast Media, 1001-5000 employees)Video Reviews
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Pricing
View all pricingStarting 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
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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 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
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
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 highest, with a score of 9.3.
The most common users of ServiceNow IT Service Management are from Enterprises (1,001+ employees).
Comparisons
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Reviews and Ratings
(464)
Attribute Ratings
Reviews
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May 27, 2016
ServiceNow, Service Tomorrow, Service Forever
ServiceNow is being used across our entire business organization. It is our primary mechanism for front line personnel to report problems to our IT service desk. The Information Technology Department uses ServiceNow to track and manage reported incidents, tasks, projects and their resolutions. We also use it as the centerpiece of our change management control. ServiceNow also provides us with a significant portion of our project management flow.
- 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
28.571428571428573%
2.9
N/A
N/A
63.33333333333333%
6.3
- Centralized system for dealing with service issues
- Makes change management easier
- Project management tools aren't great for planning sessions
I was not involved in the selection of ServiceNow. I am just an end user for this software. The other tools I have used were more directed toward project management, rather than issue tracking. At times, ServiceNow stacks up well, making it easy to address tasks assigned to me, communicate and collaborate with stake holders, and track time spent.
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.
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.
500
At least 500 people across our organization use ServiceNow to report incidents to our information technology service desk. End users represent front line managers, corporate office workers of all stripes, service desk personnel and other members of the IT department, including programmers, database administrators, and network administrators. Our management personnel also use ServiceNow to track progress on issue resolutions.
2
We have a handful of people that I am aware of to support and administer ServiceNow. At least two people in my department have the training and know how to keep the system properly configured and up and running on a daily basis. It is vital that an organization have such people and keep them informed and educated, as the system is very complex.
- 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
Yes, but I don't use it