ServiceNow IT Service Management

ServiceNow IT Service Management

About TrustRadius Scoring
Score 8.4 out of 100
ServiceNow IT Service Management

Overview

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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Best ITSM Tool in the Market

10 out of 10
April 06, 2022
we use it as a single point of management system for all kinds of IT services. I use it almost every day and the best part is you can keep …
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SNOW ITSM needs simplification

7 out of 10
February 13, 2021
Being used across the organization for everything that falls under the IT portfolio. For anything that involves IT requests, for all range …
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Service Now--at your service

7 out of 10
December 21, 2020
We use ServiceNow IT Service Management for change, asset, incident, and problem management. It’s used by the IT department though we have …
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Reviewer Sentiment

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Negative ()
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Awards

TrustRadius Best of Award, Best Of Customer Support 2021
TrustRadius Best of Award, Best Of Feature Set 2021
TrustRadius Award Top Rated 2020
TrustRadius Award Top Rated 2019

Popular Features

View all 13 features

Organize and prioritize service tickets (67)

9.0
90%

ITSM reports and dashboards (62)

8.4
84%

Self-service tools (65)

7.6
76%

Subscription-based notifications (63)

7.4
74%

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

Features Scorecard

Incident and problem management

8.1
81%

ITSM asset management

7.8
78%

Change management

8.1
81%

Product Details

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 TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

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Frequently Asked Questions

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.

What is ServiceNow IT Service Management's best feature?

Reviewers rate Organize and prioritize service tickets highest, with a score of 9.

Who uses ServiceNow IT Service Management?

The most common users of ServiceNow IT Service Management are from Enterprises (1,001+ employees) and the Information Technology & Services industry.

Reviews

(1-25 of 79)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is our primary ITSM tool, we use the modules like Change Management, Incident Management and Problem Management extensively. The product comes with lots of integration options and it aligns to our ITIL framework. The other big module which we use is the CMDB and Knowledge articles. Being a part of support team, its very easy for us to search for any information within Servicenow at ease. We are also depending on this system to define our OLA's and SLA's. There are different reports created to provide Management Information services to provide transparency, improving efficiency and operational level agreements. The Visual Task boards feature offers teams to use them as Kanban boards. Overall a great Service Management tool
Score 10 out of 10
Vetted Review
Verified User
Review Source
we use it as a single point of management system for all kinds of IT services. I use it almost every day and the best part is you can keep a track of your activities. for example what is in progress, pending and closed. It is a very user-friendly and easy-to-go tool.
Score 10 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is being used across the whole IT division of the organization. Outside of the IT department, outside staff doesn't have a way to submit a ticket. The process of submitting new tickets is by calling the IT department, making the program itself only used internally, and only by a certain department.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use [ServiceNow IT Service Management] across our organization to handle all our our own internal support needs: IT issues and requests, employee assistance, etc. We used to use Jira to handle these requests but ServiceNow seems to be better suited to handle tickets of these type.
Score 10 out of 10
Vetted Review
Verified User
Review Source
ServiceNow IT Service Management is widely used in my company by multiple divisions. ServiceNow IT Service Management is a great ally for managing cases and following up in a proper manner. Different areas of my division use it--it's not limited to IT, but also works with development and professional services.

Thanks to the SaaS/cloud solution, ServiceNow IT Service Management is very accessible, secure, and reliable on multiple levels.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Used across most of the organization but some smaller / isolated sections still use other / local tools.
Addresses the main ITSM areas namely, Incident, Request, Change, Problem and Configuration / Asset. Other areas are being developed such as Portfolio Management / Service Catalogue. ServiceNow Discovery is being used for Configuration / Asset alongside some other tools.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Our organization uses ServiceNow as our IT [Service Management] tool across the organization. It provides IT with a tool to manage incidents, problems, changes, releases, tasks and more. For our customers, it provides a portal to access knowledge base articles, request catalog items and report issues. Before ServiceNow, we struggled with solutions across multiple platforms.
Sandeep Singh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
ServiceNow IT Service Management is being used across the organization. It is a very user-friendly and lightweight application. It is accepted by most of our clients to run in their environment too. It is easy to integrate with client inventory. The incident, change, and problem management processes are followed by ITIL Guidelines. It is easy to customize as per the client's requirements. In a nutshell, ServiceNow has been in high demand in the last few years. In my previous organization, they used it for 300+ clients.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Being used across the organization for everything that falls under the IT portfolio. For anything that involves IT requests, for all range of IT needs, for break-fix, for problem management, for incident management, and for change management, including requests within the IT org. It serves as a one-stop-shop for all IT-related requests, break-fix, and change/problem management.
Score 7 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is one of our internal ticketing systems used for assigning work, raising incidents, getting approvals, knowledge base repository, and also our CMDB. It is one of the ticket systems used by all of IT, but is aimed more at the network infrastructure teams.
Saul Sanchez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use it to handle all of our IT requests for different departments, DBAs, Network, Infrastructure, security, applications, human resources new people onboarding, and IS. We also use it as our main tool to handle and schedule our delivery process and to submit change requests. And finally, this is the tool that we use to manage and handle our production incidents and problems
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use ServiceNow IT Service Management for change, asset, incident, and problem management. It’s used by the IT department though we have started implementing it for others like HR. The main problem it helps with is incident management--reporting a ticket via chat, email or call is easy. It also helps us organize changes and understand impacts. We use the asset inventory for management and have it tied into the purchase order process.
Score 9 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is our incident, change and problem management tool. It also serves many other functions throughout the organization and it utilized by the entire company. The knowledge repositories for documenting procedural information is heavily used as well as a catalog for users to request specific services from IT and or business teams.
Score 10 out of 10
Vetted Review
Verified User
Review Source
It's being used across the whole organization as the only software to provide customer support for all the company systems. Users submit a ticket requesting support with any of the applications our company uses.
Score 9 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is used as the main way to source and distribute our tickets and requests for our service desk. It is used by the entire IT organization. It addresses and gives us a way to organize efficiency for the ticketing system that our organization uses when submitting a need for technical help.
Score 7 out of 10
Vetted Review
Verified User
Review Source
ServiceNow replaced the Cherwell Service Management tool in our organization. We use this tool for Service Request, Incident Report and Change Request management company wide. Different operational teams are using the tool, both internal employees and outside customer service requests and issues escalation. The tool is also used for reporting purposes inside each support team.
Score 8 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is used in the tracking of IT services-related technical activities. "Tickets" get created to record requests, incidents, changes, etc. within the firm. A helpdesk is available where technical support folks can create tickets on behalf of callers who are in need of supplies or assistance with some technology. Other professionals who are more comfortable navigating the ServiceNow product will create their own tickets .
Score 10 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is being used in the IT Department as a way to manage Incidents and Change Requests at this time. It allowed us to put all the information into one reliable system. It also allowed us to customize the process with in the organization for these processes. The system is also available outside of the organization and is cloud-based, where our prior system was only on-premise.
Srinivas Rao | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
ServiceNow has been an integral part of our Service desk, used by tech and non-tech customer service team
This is used by most of the departments that are associated with one of our clients. ServiceNow addresses the central issue of handling customer issues. It is used extensively by about 300 of the total of 500 staff members of my organization.
Score 9 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is being used for IT Service Management, the central ticketing system to report and solve issues across all company departments. It was also used to drive some of the core company processes like New to hire processing. Where the workflow triggers and creates several tasks and gets them assigned to different departments and individuals to accomplish all tasks needed to supply a new hired individually with all the required accesses to applications that the company uses.
Score 10 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is being used extensively through out our whole firm. We utilize the tool to manage requests. We have a portal built that allows our clients to escalate their request to our company. We also use it for change management. We have an approval process built in and it provides transparency across the firm to see what changes are happening each night. We leverage the knowledge base feature and maintain knowledge base articles in ServiceNow. We also have groups that manage projects via ServiceNow tickets.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Everyone in my organization uses ServiceNow. High level: some people complain about the performance or features but to be honest, there's no way any other application can service a 40k user company. It does a great job tracking requests and other services. I've been a user for a while and it allowed me to easily track requests and open requests for other users. It has a good user interface and an advanced back end for more technical people.
Score 5 out of 10
Vetted Review
Verified User
Review Source
ServiceNow is used for knowledge-base management (help articles), incident/ticket management (help desk), and lots of internal processes for managing groups, forms, and other internal processes within the IT department. It is used across all of IT internally and then externally for the help articles and incident help tracking (emails). It has grown from originally handling just incidents to doing everything we can possibly think of - which isn't a great thing.