ServiceNow IT Service Management Reviews

Even when the user interface is friendly user, some requests have too many steps to complete simple requests, in the other hand it is a great tool to handle incidents and to prioritize production live problems. It also brings a lot of visibility while sumitting change requests and to track it progress from day one to deployment

The platform needs a lot of improvement at various levels. Some complex process flows can easily be simplified. The GUI can be more user friendly. Features like searches, filtering need to be looked at from scratch. They are quite horrible. Even basic settings for individual contributors especially from within the IT org—they are quite complex and need simplification. If SNOW can simplify some of these, this would be a much better platform than it is today.

I would say my biggest complaint is about navigating to the pages you need which is either right there for you to click on, or you need to keep a link saved to get to portions. When I don't have any issues finding the page I need, everything is straight forward and creating/updating tickets is as easy as it should be.

While it’s fairly easy to use, there is a lot to take in for someone using it for the first time. It does take a bit to set it up and customize the dashboards, save the favorites, and prioritize pages. Actual use of the different modules is a lot easier

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.

Some things are easy, while other things are hard

Easy to Use and plenty of Options to support your business processes. Very good documentation available.

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.

Easy to use Interface for ITIL Management Tool.Cloud Based Application.

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.

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.