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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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 (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
  • Integration
  • Good search capabilities. Applications are created within CMDB and we can search for the app to see the changes, incidents and problems created
  • Reporting. Great store of MIS reports and will let you to create custom reports
  • Visual Task Boards - use it as Kanban boards
  • Performance - Sometimes there is a bit of slowness
  • Reporting - More chart options
  • More options embedded to support Agile framework
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Keeping a record of all requests and status
  • can manage all services all together at single platform but still in separate modules
  • very well defined roles and features
  • sometimes hard to find particular modules, it should allow using keywords for searching purposes
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Categorizing: Very easy to categorize tickets.
  • Knowledge Base: The KB system is very good at creating useable, searchable articles.
  • Searchable: Easy to search either KB articles or tickets.
  • Slower loading times: Because the system is so large, it is very slow at times.
  • Complicated search: The ticket search system is not very intuitive.
  • Down time: Have had issues in the past where the system would go down.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • To create a ticket takes very little up front information and allows the user to submit a ticket quickly
  • The interface is simple and straightforward
  • It's easy to conduct a conversation via the ticket and ask questions/get answers.
  • If one of my employees submits a ticket, they can't easily share the ticket with me via a link. They have to add me as a watcher.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Provides different APIs that allow you to develop solutions that initiate a case
  • We can initiate a case using email
  • It provides a very comprehensive and editable dashboard for every individual user
  • Very customizable for every user--colors, dashboards, reports, etc.
  • I'm not sure if this exist already, but a video tutorial would be great to have
  • A more comprehensive user lookup
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Discovery for Configuration / Asset.
  • Consistent look / feel across different practices.
  • Ability to integrate with other systems / tools (i.e. Navvia).
  • More automation of separating CIs and Assets.
  • More links with ITIL Processes in terms of help / FAQs etc...
Sandeep Singh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Highly customizable
  • Light weight application
  • Easy to integrate with client inventory.
  • Following ITIL process for incidents/change/problem management, etc.
  • ROI is best in class.
  • Self healing in terms of issue of possible resolution.
  • Change approval needs to be more customized.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • New requests
  • Approval flow
  • Alerting for process flows
  • Change management has a much more complex process flow as compared to others and needs improvement.
  • Filtering and searches can get better.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Flexibility in the type of tickets created.
  • Standard forms to fill for tickets and incidents.
  • Allows you to assign work to teams if you don't have an individual to assign it to.
  • I need to keep special bookmarks since some areas don't have links to get to, and I'm not sure how else I would get to those pages.
  • When I'm trying to open one type of ticket, sometimes I can only find the buttons for a different type.
  • The different ServiceNow versions are named after locations which doesn't make it clear what is a newer or older version.
Saul Sanchez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Organizing development process.
  • Handling production incidents.
  • Easy way to submit a ticket to request support, you have a friendly user catalogue.
  • There are some processes that have too many steps to be completed.
  • You have limited users with full access (write/edit), you need to pay more.
  • You need time to understand the user interface.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Easy to use and straightforward with options that fit just about every department.
  • API easily accepts SOAP requests for automatic ticket generation and integration into other applications.
  • Dashboards and a built in visual task board similar to a Kanban board are nice features.
  • Unable to create robust service offerings for end users in the catalog. The current process works fine for our needs but have to tailor certain offerings based on limitations of the product.
  • Certain aspects are clunky and hard to correctly setup. For example, oncall calendars and scheduling require the user to define several components which are not intuitive and don't seem to follow a logical flow.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • User-friendly.
  • The workflow within ServiceNow is efficient.
  • As a user, I haven't identified any areas where i would like to see improvement.
  • I'd like to learn how to use filters better in order to find tickets assigned to me in a faster, easier way, but that is not a system issue.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Faster performance than competitor products.
  • User friendly interface.
  • Does not have a "paste from clipboard" option.
  • Missing some functions in Incident creation option (like adding a table in the description field).
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Ease of ticket creation (navigating just a few fields to get the process underway).
  • Ability to provide supporting documentation as attachments to tickets (screenshots, spreadsheets).
  • General slowness when querying on lists of tickets at times.
  • Mentions of service disruptions can be significantly delayed following the actual event (i.e. network connectivity disruption, power loss, etc.).
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Report and assign issues that employees are having with a system or application that they need to use to help them complete their work.
  • Keep track of all IT assets (Employee computers, company telephones assigned to employees).
  • To accomplish some of the tasks like the discovery of servers and retrieval of info from these servers on the network, ServiceNow requires you to pay extra to get the additional services, and these services can get very expensive.
  • ServiceNow has between 1 or 2 version releases per Year, these New releases introduce new features but most of the cases they have issues or create new problems on existing components on initial release, so we decided to skip releases and make the updates on every other release and wait at least for the first set of fix patches to be available
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • ServiceNow is highly customizable. You can build out your desired forms and leverage those forms to build out reports to track progress and trends.
  • ServiceNow has e-mail forwarding built in, so anytime a ticket gets updated, the end-user associated with the ticket can have an e-mail notification sent to them.
  • To get the platform to do exactly what you need, it requires a good amount of dev work. I wish the out of the box version had an easier way to build out customizations.
  • The firm will have to hire ServiceNow experts to serve as administrators.