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ServiceNow IT Service Management Reviews

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364 Ratings
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Score 8.1 out of 100
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Reviews (1-7 of 7)

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Max Lewenhaupt | TrustRadius Reviewer
January 03, 2017

Tech guy with 15 years of experience annoyed with ServiceNow.

Max Lewenhaupt
Score 3 out of 10
Vetted Review
Verified User
Review Source

Usability

2
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
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Paul Trupka | TrustRadius Reviewer
September 25, 2015

ServiceNow and its Strengths

Paul Trupka
Score 8 out of 10
Vetted Review
Verified User
Review Source

Usability

8
I have used Service Now with two different companies and found in both instances that it was very easy to use and get comfortable with. I like the fact that it is web-based, providing an opportunity to use from home when needed. I also have used other forms of service delivery software and so far have found Service Now to be far and away the easiest to use.
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Anonymous | TrustRadius Reviewer
October 03, 2016

Harness the underlying platform and anchor yourself to a philosophy, because everything else can be changed

Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source

Usability

8
The Geneva version has improved overall usability a lot, but would still be overwhelming for new users. Much like SAP or other large-scale applications- it can be very daunting when you get the first glance of all the modules, but you'll get the hang of it after some training and strong discipline.
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Anonymous | TrustRadius Reviewer
December 23, 2015

Service-Later

Verified User
Score 1 out of 10
Vetted Review
Verified User
Review Source

Usability

1
Performance is generally poor and sometimes very poor. Users call it Service-Later. This is probably the most user unfriendly system ever created. The database structure is so complex (read chaotic) that reporting is extremely difficult to manage. I wish they could get a refund.
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ServiceNow IT Service Management Scorecard Summary

Likelihood to Recommend (364)
8.1
Likelihood to Renew (12)
10.0
Usability (7)
10.0
Availability (2)
10.0
Performance (2)
9.0
Support Rating (36)
8.3
Online Training (1)
1.0
Implementation Rating (6)
10.0
Product Scalability (1)
10.0

Feature Scorecard Summary

Organize and prioritize service tickets (56)
8.8
Expert directory (43)
7.9
Service restoration (47)
7.9
Self-service tools (53)
8.2
Subscription-based notifications (53)
8.2
ITSM collaboration and documentation (50)
8.8
ITSM reports and dashboards (53)
8.6
Configuration mangement (50)
8.2
Asset management dashboard (50)
8.0
Policy and contract enforcement (44)
7.6
Change requests repository (50)
8.8
Change calendar (47)
8.5
Service-level management (48)
8.6

About 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.
Categories:  Change and Configuration Management,  IT Asset Management,  Knowledge Management,  Software Asset Management,  IT Service Management (ITSM)

ServiceNow IT Service Management Integrations

Yurbi, Planview PPM Pro (formerly Innotas)

ServiceNow IT Service Management Competitors

Agiloft Flexible Service Desk Suite, Axios Assyst, CA Service Desk Manager, Cherwell Service Management, Hornbill Supportworks ITSM, IBM Control Desk, ChangeGear Service Desk, Freshservice, BMC Helix ITSM (Remedy), Solarwinds Service Desk (formerly Samanage), Ivanti Service Manager (powered by Heat)

ServiceNow IT Service Management Technical Details

Operating Systems: Unspecified
Mobile Application:No