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ServiceNow IT Service Management is a versatile tool used by organizations to address a wide range of IT requests and processes. Users …
Starting at $10,000 per year
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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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Popular Features
- Self-service tools (64)9.090%
- Organize and prioritize service tickets (66)8.888%
- ITSM reports and dashboards (61)8.888%
- Subscription-based notifications (62)7.676%
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$10,000.00
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What is ServiceNow IT Service 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 Service-level management highest, with a score of 9.1.
The most common users of ServiceNow IT Service Management are from Enterprises (1,001+ employees).
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(493)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
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ServiceNow IT Service Management is a versatile tool used by organizations to address a wide range of IT requests and processes. Users across various departments, from DBAs to human resources, rely on ServiceNow to handle and schedule delivery processes, submit change requests, and track ticketing and asset management. It serves as a central repository for all IT-related information, allowing for efficient communication and improved organization. With its customizable dashboards, user-friendly interface, and integration options with Jira, ServiceNow proves invaluable in tracking tasks, incidents, change requests, and managing IT hardware equipment. Additionally, it extends beyond ITSM to provide solutions for HR and CRM needs. Consultants implement and integrate ServiceNow across different domains and industries, consolidating enterprise service processes onto one platform. Whether it's managing cases, device interactions, project management, or procurement tasks, ServiceNow has become the go-to solution for organizations seeking to streamline their operations efficiently.
Comprehensive and scalable ticketing system: Users have found ServiceNow to be a comprehensive and scalable ticketing system that caters to both internal and external customers. They appreciate the ability to categorize tickets easily, making it simple to organize and manage requests.
Robust permissions and security rules: The robust permissions and security rules in ServiceNow are highly praised by users. These features ensure a high level of security, giving users peace of mind when using the platform.
Seamless integration with Microsoft Active Directory: Users value the seamless integration between ServiceNow and Microsoft Active Directory. This integration provides a smooth user experience, allowing for easy access and management of user accounts.
Difficulties with User Interface: Users have expressed confusion and frustration with the user interface of ServiceNow. Some reviewers have mentioned missing features and a lack of customization options, making it difficult to tailor the platform to their specific needs.
Performance Issues: Several users have reported performance issues with ServiceNow. They have experienced freezing, slow loading times, and occasional errors while using the tool. These technical problems hinder productivity and create a frustrating user experience.
Concerns about Pricing: The pricing of ServiceNow has been raised as a concern by some users, particularly for small and medium-sized organizations. Reviewers have felt that the cost of the tool is too high for the value it provides, which poses challenges for budget-conscious businesses.
Users commonly recommend using ServiceNow as a ticketing tool and for managing IT assets. They find it to be well-defined and more performance-oriented than other tools on the market. Another common recommendation is to utilize ServiceNow as a solution for service management and tracking tasks. Users appreciate its high integrability and ease of use, making it easier to solve business problems efficiently. However, they suggest improving the user interface and acknowledge the learning curve when initially using the tool. Comparing ServiceNow with other tools like Zira and Remedy, users specifically highlight its effectiveness in tracking customer issues in large companies. Overall, users believe that ServiceNow is the best ITSM product with innovative modules that can benefit any organization. They recommend thoroughly configuring ServiceNow before production and integrating other applications like Power BI for better reporting. Additionally, having a dedicated team to run ServiceNow support is considered crucial, along with thorough planning and communication for maximum benefit. Users appreciate ServiceNow for its contribution to organizational improvement and incident reporting. They also emphasize the cost-saving benefits of reducing paper usage and time spent on business technical issues. Migrating to ServiceNow is recommended for better visibility, automation, continuous improvement, auditing work, and ease of use. Lastly, users find ServiceNow to be an excellent tool for auto-correction of internal processes, believing it to be the best tool currently available in the industry. They suggest understanding the license cost per user role and highlight its suitability for various departments within an organization.
Attribute Ratings
Reviews
(51-75 of 78)Companies can't remove reviews or game the system. Here's why
March 16, 2018
ITSM Senior Consultant
ServiceNow lets the organization consolidate many process related to the enterprise service model on a single platform. Typically, the companies start with the main ITSM processes, such as incident, problem and change, using the CMDB, Asset, SLA and KB as foundational applications. Then may then move on to other process such as HR and customer service. With a cloud based solution, and with all major needs covered out of the box, enterprises can go live with this solution very quickly.
ServiceNow was used for IT service management by my organization. We utilized a lot of the features and modules including Change, Incident (Internal and External), Knowledge, Problem, Community, and chat. This tool enabled us to implement the ITIL service model of Change Management and Incident Management.
February 06, 2018
ServiceNow Review for Business and Technical Teams
We use ServiceNow to manage all ICT service management activities. This includes service desk, problem management and also Agile based software deliveries to our core systems.
January 31, 2018
Simple and Easy to use. But, prepare to pay for consulting
ServiceNow is being used by the entire organization, solving the trouble of integration between the different areas of the organization. With the previous tool, we couldn't track what was happening sometimes, for example when lots of people opened an incident ticket and relate them to a problem. This tool helped us to solve this.
January 17, 2018
ServiceNow from an IT and call center perspective
Servicenow is used for tracking of inbound customer incidents, project management task assignment and coordination, change management and task coordination, problem management and asset management to a certain degree.
Servicenow helps solve the problem of not being able to associate configuration items with tasks performed on them regularly, be they break-fix, routine maintenance and other one off changes. This can be critical for mapping out trends in incidents and potential infrastructure flaws.
Servicenow helps solve the problem of not being able to associate configuration items with tasks performed on them regularly, be they break-fix, routine maintenance and other one off changes. This can be critical for mapping out trends in incidents and potential infrastructure flaws.
December 21, 2017
ServiceNow Review
ServiceNow is being used as an ITSM and Service desk tool, replacing CA ServiceDesk Manager. We have a program in place to go beyond the simple service desk function and extend as a corporate procurement and asset management tool. Potential future use but not yet funded are for GRC(Governance Risk Compliance) and Project Management.
December 15, 2016
ServiceNow Rocks!
ServiceNow is the platform that we use to manage our clients' IT services. It is also used internally within our organization to provide a service desk function. It automates the flow of business processes through the use of structured workflows.
November 15, 2016
ServiceNow: Single system solution for all Hassles!
Score 9 out of 10
Vetted Review
Verified User
I work as ServiceNow developer in my organization and we have many clients using ServiceNow. In other words, we have enabled it for many customers. I do development and customization work for my project on the ServiceNow platform. We get customer requirements and according to that we create new applications or modify the existing ones, automate things, and provide or suggest various methods to implement their requirements according to best practices.
October 03, 2016
Harness the underlying platform and anchor yourself to a philosophy, because everything else can be changed
We are using ServiceNow mainly for IT processes (ITIL): Incident, Problem, Change, Service Catalog (Requests), Project Portfolio, etc. With our CreateNow license, we have slowly been creating break-fix or request-fulfillment tickets for other operationally focused groups such as Pipeline Services, Owner Relations, and others who were previously using shared mailboxes to do this work. They have seen the value of standardizing the types of work they do and are enjoying the historical metrics and clear technician performance.
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.
March 28, 2016
Power to simplify
ServiceNow is used throughout the County of San Mateo including all of 28 Departments within the county. It's the central ticketing system, problem management, change management, event management, knowledge base and asset management solution. It's also used as Request Management to all of 28 Departments that they can order services and products from the IT groups.
March 25, 2016
ServiceNow a technical review
ServiceNow is used by our organization both internally for areas such as HR, Incident Management, SDLC, Knowledge Management, Sales Pipeline, demand management and externally to interface with our customers. We continue to add more and more uses for ServiceNow as we continue to grow. ServiceNow can solve any business problem, the only thing needed is a solid process to support the technology.
ServiceNow is currently used by IT teams to efficiently respond to business needs, standardize global processes and gather the metrics necessary to promote ITSM maturity.
December 23, 2015
Service-Later
Score 1 out of 10
Vetted Review
Verified User
We use this product across the entire organization for it support.
September 26, 2015
ServiceNow is engineered for your success.
ServiceNow is a Platform as a Service product. It is typically used across the spectrum of IT in my customers' architecture. In virtually every deployment it has began as either an improved or even first time service desk tool and once the value has been demonstrated other enterprise stakeholders are quick to adopt its use - change management and problem management followed by product and services catalogs, asset management, etc.
I can honestly say that I have never been let down by the platform to meet a business goal - even those that might not be possible with other tools. The platform is extremely versatile and easily configurable to meet, thus far, any need.
I can honestly say that I have never been let down by the platform to meet a business goal - even those that might not be possible with other tools. The platform is extremely versatile and easily configurable to meet, thus far, any need.
September 25, 2015
ServiceNow at NIDCR / NIH
We use ServiceNow as a ticketing system at NIH. It is also used to build reports for metrics regarding the tickets we obtain and complete.
It is widely used at NIH. It address IT issues in tracking what users needs help with and reassigning tickets to techs across different campuses and location. Also it helps in regards to creating reports to measure our productivity.
It is widely used at NIH. It address IT issues in tracking what users needs help with and reassigning tickets to techs across different campuses and location. Also it helps in regards to creating reports to measure our productivity.
September 25, 2015
ServiceNow and its Strengths
It is being used by the whole organization for reporting of problems by users, workflow of tickets, implementing a knowledge base and also self service to our company.
September 18, 2015
ServiceNow product review
It is used across the whole organization. It is being used for incidents, change requests, problem management, reports
September 18, 2015
ServiceNow: Our cornerstone system
Currently we use ServiceNow for a number of organizations/uses. ServiceNow is used to manage customer interactions (cases) as well as device interactions (incidents) for our internet systems. We also use it to house site information as a sort of network management system for the physical locations and details of our infrastructure. Further, we also use this as a tool to help with project management when building/acquiring new sites.
On the customer side of things, we use ServiceNow to create cases for each customer interaction, as well as to provide tools for our CSRs to help troubleshoot through customer issues. If unable to do so, the CSR may create a work order within ServiceNow and schedule it (through ClickSoftware). Currently, we have the following systems either integrated with ServiceNow or in the process of integrating with ServiceNow:
On the customer side of things, we use ServiceNow to create cases for each customer interaction, as well as to provide tools for our CSRs to help troubleshoot through customer issues. If unable to do so, the CSR may create a work order within ServiceNow and schedule it (through ClickSoftware). Currently, we have the following systems either integrated with ServiceNow or in the process of integrating with ServiceNow:
- ClickSoftware
- ScienceLogic
- EliteCom
- Yonyx
- Twilio
- "Discovery" (This is an in-house built data store for all of our devices and relationships)
April 08, 2015
ServiceNow Pros and Cons
ServiceNow at VCE is used for the the ticketing system and also in implementing the CMDB. It is used by the whole organization. It helps us with incident management,change managemnet and problem management. One of the products that we develop is Vblock. In order to track these Vblock at different client locations, we use CMDB module in ServiceNow. In addition to that, general IT ticketing is managed by ServiceNow at VCE.
Currently, I work in the CMDB(Configuration Management Database) team at VCE. We are using CMDB for our product Vblock and to understand the relationships of the CIs.In future we want to use CMDB as an internal tool to improve the sales of Vblocks.
Currently, I work in the CMDB(Configuration Management Database) team at VCE. We are using CMDB for our product Vblock and to understand the relationships of the CIs.In future we want to use CMDB as an internal tool to improve the sales of Vblocks.
September 29, 2014
Eureka! ServiceNow is SaaS for the MaaSes.
For an additional fee, detailed review can be found in State of the ITSM Market at: http://www.itsmuniversity.net
Northcraft Analytics is a provider of Business Intelligence applications for Enterprise IT. As such, we have created a pre-defined set of 2,000 measures and Key Performance Indicators for 11 ITIL process areas (as of August, 2014). ServiceNow (NOW) is currently #2 in market share in the IT Service Management market (estimated at @ 1.7 Billion WW in 2014). NOW is our 2nd most popular BI application as well as the fastest growing in our portfolio of products (this is directly correlated with NOW's growth in the ITSM market). In the development of our offering for NOW (which is on-going) we have learned a great deal about the product's capabilities. In addition, when offering support for our product to our customers we learn their needs with respect to IT Performance management across the commonly deployed NOW modules. In our opinion the most common problems addressed are:- Request Fulfillment Automation to increase productivity within medium to large enterprise IT departments.- Self-Service Shopping for Employees to reduce call volume and simplify access to company services- Business Service Management to enhance communication between IT, lines of business & executive management
August 09, 2014
ServiceNow, a system I don't have to worry about failing me
It is being used in a business unit to support a drive towards using ITIL and DevOps to provide better IT Service Management
August 07, 2014
ServiceNow--the next best Enterprise ITSM tool
ServiceNow was picked to replace the existing numerous tools to support ITSM. ServiceDesk associates perform Incident Mgmt using ServiceNow. Most of the IT services are offered via the Catalog in SErviceNow as a one stop shop.
August 06, 2014
ServiceNow = Satisfied Customers
We implement ServiceNow for our clients and that is our core focus as a company. On our most recent engagement, we redesigned the user interface of American Airline's self-service portal using the CMS capability within ServiceNow. For that particular engagement, the product is used across the entire company with about 70,000 users.
August 05, 2014
Disgruntled IT Lead Finally Finds Product Worth Using
Score 9 out of 10
Vetted Review
Verified User
ServiceNow was used by our company for a government agency, to help manage help desk incident, request, change, and problem tickets. It was used by our Tier 1 analysts to input tickets into the system, to be escalated to Tier 2 or Tier 3 technician's on the government side.