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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

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
  • Organize and prioritize service tickets (66)
    9.2
    92%
  • ITSM reports and dashboards (61)
    9.0
    90%
  • Self-service tools (64)
    8.9
    89%
  • Subscription-based notifications (62)
    7.5
    75%

Reviewer Pros & Cons

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Video Reviews

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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

8.4
Avg 8.1

ITSM asset management

Managing all IT assets and enforcing policy rules

8.5
Avg 8.1

Change management

Ensuring standardized processes for making changes to IT infrastructure

8.4
Avg 8.4
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Product Details

What is ServiceNow IT Service Management?

ServiceNow IT Service Management Integrations

ServiceNow IT Service Management Competitors

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 Organize and prioritize service tickets highest, with a score of 9.2.

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

(481)

Attribute Ratings

Reviews

(1-11 of 11)
Companies can't remove reviews or game the system. Here's why
July 04, 2022

Tech guy with 15 years of experience annoyed with ServiceNow.

Max Lewenhaupt | TrustRadius Reviewer
Max Lewenhaupt
EMEA Enterprise Support Specialist
Discovery Networks International (Broadcast Media, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
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.
February 13, 2021

SNOW ITSM needs simplification

Verified User
Engineer in Information Technology
Financial Services Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Usability
5
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.
February 10, 2021

ServiceNow IT Service Management Review

Verified User
Engineer in Information Technology
Insurance Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Usability
7
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.
December 21, 2020

Great tool to track and tackle down incidents

Saul Sanchez | TrustRadius Reviewer
Saul Sanchez
Engineering Manager / Scrum Master
Vesta Corporation (Financial Services, 201-500 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
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
December 21, 2020

Service Now--at your service

Verified User
Engineer in Information Technology
Construction Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Usability
6
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
October 03, 2016

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

Verified User
Administrator in Information Technology
Oil & Energy Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
December 23, 2015

Service-Later

Verified User
Engineer in Information Technology
Consumer Goods Company, 5001-10,000 employees
Score 1 out of 10
Vetted Review
Verified User
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.
September 25, 2015

ServiceNow and its Strengths

Paul Trupka | TrustRadius Reviewer
Paul Trupka
Systems Engineer/Sr. Desktop Support Technician
Interthinx (Financial Services, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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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