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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%
Pricing
Starting Price
$10,000.00
Cloud
per year
Entry-level set up fee?
- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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!
- Business Problems Solved
- Pros
- Cons
- Recommendations
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.
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Reviews
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March 01, 2023
ServiceNow IT Service Management Review for TrustRadius
Score 8 out of 10
Vetted Review
Verified User
One place for Service management, Change control and Inventory management. End users can open service request, problem or incident. IT support work on change request and update status of problem /incident record. Change control help reduce problem & incident during & after the change. ServiceNow IT Service Management technical articular help support trouble shoot issues and see any passed relate incident records. Overall ServiceNow IT Service Management reduce any change induce incident and improved SLA for support & trouble shooting.
- Incident dash board
- Change management
- Self service portal
- Service outage matrix
- On-call scheduling
- Search feature are cumbersome and not work well
- Search in Help should get into more specific of question
- Self-Service Portal
- Change management
- Incident & Problem management
74.28571428571429%
7.4
73.33333333333333%
7.3
76.66666666666667%
7.7
9000
Information Tecnology, Enterprise Business Services
2000
Tecnician, HelpDesk, Engineer
- Change management
- Problem incident management
- Self services portal
- self service portal
- integrate inventory to change record for device impact
- buld in OpenAI like ChatGPT be able to answere any question relate to incident & change record
Yes
Remidy
- Product Features
- Product Usability
- Product Reputation
No
Score 9 out of 10
Vetted Review
Verified User
It's being used across the whole organization. Our entire company sends and finishes tickets using the portal. We use each queue for IT, facilities, and others. Our business needs quick responses, as we work at a media company. We handle [everything] from small issues to big issues on servers and it is of vital importance that the [ticketing] software [vendor] respect our time frames and needs.
- Maybe some of the customization features.
- Cloud-based.
- Can add attachments [to tickets].
- Chat Integration
- Web based Catalog
- Easy integration with Chat features
- New version improves a lot
- Getting better with attachmets
- Search fields improve for last review
- Need some works on database to reduce configuration items.
- Improved on last versions
- Work better on Chrome.
- Reduce time
- improve communication between different departments
- Have a great Chat tool integrated
- The Catalog Builder is amazing
- Easy to create incident and create flows
- Easy end user experience
- You can build several Catalogs
- Flow of documents and approvals doing great
96%
9.6
96.66666666666666%
9.7
96.66666666666666%
9.7
- Happen some Time outs but that have to do with some huge quantity of software manage for our company
Our Company uses Service now for a long time. I have seen the evolution and honestly the product has recently surprised me. The improvements have been incredible in terms of speed and ease of use. My team is very happy with the product. The interaction has improved remarkably between our work groups thanks to Service Now, the current product stands out from all the other products present in the market.
1000
[They use ServiceNow for the] Ticketing system, [to] open incidents, [and to] see ticket status, request assistance, request for facilities, send questions, request access, etc.
Not sure, I know there are 1 or 2 persons involved internally [but they] never assist me properly.
- Incident Request
- Access Request
- Facilities
Yes
I think [it] was Remedy, sadly replaced.
- Price
[Aside from that] No idea. Was there when I got into [the organization].
My feedback for my manager is honest and everybody [is as] concerned about it as me. [We are] Not happy.
- The only thing is some templates - everything else, no.
- So much text.
- So many useless options.
- So many clicks to close a ticket.
February 08, 2019
The Next Generation IT Service Management
We are currently using ServiceNow ITSM (IT Service Management) and ITOM (ITOM) modules. ITSM is currently being used for Incident, problem, change and request management. ServiceNow ITSM has allowed our organization to embrace ITIL best practices using various ITSM and ITOM modules. It has boosted productivity by automating many of our processes. Provides management on-demand reports and dashboards, with a single data model to generate and distribute important information on demand and in real time. ServiceNow is being used both at the back office and roadside. Asset Management Module is used for maintaining and tracking all inventory at the roadside along with purchase orders and transfer orders. We use the Procurement Management module for maintaining all our contracts and vendor management. In a nutshell, Service Now is one stop shop for all your IT needs.
- Utilize ServiceNow API’s to perform integrations with 3rd party applications and also automate the ticket creation process as applicable.
- Restore service after an unplanned interruption by investigating the root cause of an incident or escalating it to a major incident to quickly resolve critical service disruptions. ITOM CMDB is a must have for this scenario.
- Improvement in mean time to respond (MTTR) for all Incidents. Reduce incident response times and improve the mean time to restore service (MTRS) for all Incidents.
- ServiceNow supports a subset of the standard functionality on smartphones and similar devices, allowing mobile users to remotely access their ServiceNow instances to perform common tasks. This improves the ITSM processes and increase the level of accessibility for all our customers.
- Reporting. Building Reports need unnecessary scripting unless you have activated paid plugins performance analytics.
- Some of the API's which comes with ServiceNow support.
97.14285714285714%
9.7
100%
10.0
100%
10.0
- Ease of deployment. Migrating from one instance to another. Loading Data.
- Options to customize, fewer overheads managing the application platform as a service. No hardware/database cost.
- Dashboards for management to track SLA's and service impact in the event of a major incident.
- Embrace ITIL best practices across the organization.
- Various modules within ServiceNow integrate very well with each other.
ServiceNow provides many options compared to CA ServiceDesk which we were using. Basic customization (Forms, Business rules, Workflow, etc.) is much easier compared to CA ServiceDesk. Dashboards, the ability to create widgets with ease. End Users are more at ease using ServiceNow. Better aligned to ITIL Best Practices. Easy to Load Data and migrate from one instance to another. The application comes with version control to revert to an older version.
200
IT Service Management, Operations Management, Customer Service Management, Project Management, Contract and Vendor Management.
4
ITSM Skills, ITIL Knowledge, Knowledge of Enterprise System Management, Monitoring, Java Scripting.
- Incident Management and Root Cause Analysis
- Service Catalog, Request Fulfillment
- Integration with Monitoring Tools Orion and Splunk
- CMDB to improve MTTR (Mean Time to Resolve) and MTRS (Mean Time to Restore Service)
- Incident Maps and Dashboards for Management to track SLA's
- Integrate with SharePoint, SCCM.
- Build custom applications on ServiceNow platform based on organization requests. Build Custom App for HR
- Inventory Management. Scan asset based on barcode information and import data directly into Service Now as a CI.
Yes
CA Service Desk Manager. More functionality available in ServiceNow.
- Price
- Product Features
- Product Usability
- Product Reputation
- Vendor Reputation
More functionality to support our Key Business processes. Embrace ITIL best practices to benefit the organization.
Stand up the instance, perform guided setup and then work with Service Providers for additional professional services.
- Implemented in-house
Yes
ITSM
Incident Management, Request Management, Knowledge Management
Change Management,
Asset Management
Procurement Management
ITOM
Incident Management, Request Management, Knowledge Management
Change Management,
Asset Management
Procurement Management
ITOM
Change management was a minor issue with the implementation
Iterative and Agile Approach is the way to Implement.
- Setting up ITOM, MidServer configuration and access needed to get pass the Firewall.
During an Upgrade from a Prior Release.
- Customization to meet Business requirements
- Dashboards
- Moving from one instance to another
- Reporting
Yes
Works Good.
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.
- Integrating with our knowledge base and the ability to attach knowledge articles to tickets
- The service catalog is very simple and easy for our users
- Can host a lot of information and integrate it across several modules
- The change system is confusing and our company does not implement it
- Adding bookmarks can sometimes be quite confusing and not easy
- I feel the multitude of options in the navigator can make browsing sometimes a difficult task
90%
9.0
83.33333333333334%
8.3
N/A
N/A
- Ability for users to open their own tickets, causing fewer calls to the help desk
- Ability to order items using the service catalog, expediting these types of issues
- Support staff can quickly and easily handle and prioritize tickets for completion
I was involved with a migration from HP Service Manager to ServiceNow, and the difference between the two was quite obvious right away. ServiceNow offers more features, more integration, a more friendly user interface, the list goes on and on. Unfortunately this is the only comparison I can personally make, but there was no doubt that ServiceNow was the stronger of the two.
15000
Every aspect of our business uses service first, from support to everyday employee. Support staff uses it as a ticket tracking system, request fulfillment, problem tracking, along with integrated knowledge base and solution center. The everyday users in our business use the system to enter their own tickets and requests, along with keeping track of their requests and also a self-service portal.
Not Sure
- Price
- Product Features
- Product Usability
- Vendor Reputation
Unfortunately I was not involved in the decision to purchase the software.
I was not involved in the process of choosing Service First.
- Opening and closing of Incidents
- Addition of modules
- Integration with tools such as AD
- Adding bookmarks
- Finding information about users within the system
- Adding notes to incidents as there are several options for where this can happen
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
- Request Management & Fulfillment - ServiceNow has the strongest offering outside of "best of breed" players, such as Kinetic Data.
- Knowledge Management that is tightly integrated to the Incident Management function with powerful text search built in.
- Orchestration, specifically password reset automation for Active Directory
- PaaS (Platform as a Service) - ServiceNow is designed for customization and new application creation. Most importantly, JavaScript is leveraged, which is an established standard language.
- Upgradability - While NOW is customizable, it can become more difficult to upgrade if solid implementation expertise is missing at critical moments.
- Pricing - ServiceNow's pricing model has become less transparent more expensive (due to lower discounting) and more complex post-IPO. This is a reflection of the pride NOW feels in the product... which is somewhat justified by revenue growth which outstrips that of their competitors.
- Depth in Functionality - This is both a positive and a negative. Depth in functionality often increases the complexity of the application and decreases the usability. ServiceNow doesn't have the depth of an HP Service Manager of BMC Remedy IT Service Management, but this can be an advantage as well.
- Lack of Native Multi-Tenancy - This can hamper ServiceNow deployments for Managed Service Providers.
- Reduced Average Handling Time for Incidents
- Increased % of Incidents & Requests from Self-Service
- Lower average change duration with orchestration
- Higher recurring operational expenditures in comparison to traditional perpetual license model
- Lower storage costs due to SaaS (does this offset subscription costs?)
- Lower systems administration costs (does this offset subscription costs?)
- Equal or higher application administration costs (People are still the most important factor in an implementation)
- Lower database administration costs (does this offset subscription costs?)
- Equal or higher upgrade costs
- SaaS Vendor lock-in Potential
- Higher % of Incidents resolved at the front-line with password reset automation via orchestration
- BMC Remedy IT Service Management Suite,CA Service Desk Manager,HP Service Manager
The question for an enterprise IT department today is... do I choose:- BMC Remedy ITSM - ServiceNow - BMC RemedyforceYour unique needs, implementation partner options and organizational DNA will drive the decision.
Yes
BMC Remedy ITSM 7.0.3. This was a vendor selection engagement in which I was subcontracted, so the customer will remain anonymous, but I was the lead reviewer on the project. The customer had contracted with a major managed service provider who was using BMC Remedy to manage L1 support for a multi-national organization with over 100,000 employees. The quality of support was lacking, SLAs were frequently missed and usability, the contract was expensive and the usability of Remedy was particularly poor in that version.
- Product Features
- Product Usability
- Product Reputation
- Vendor Reputation
- Analyst Reports
- Third-party Reviews
The single most important factor was usability. Price didn't play as much of a factor in our decision as much as it normally would due to the astronomical annual contract value in place with our managed service provider (who also provided L1 support). We nearly selected BMC Remedy due to our CMDB requirements, but simplified request management and Incident Management won out.
The organization was very pleased with the evaluation and selection process due to the engagement of ITSM University. ITSM University was chosen over Gartner Group due to the deep implementation knowledge and breadth of ITSM platform knowledge.
No
Yes, at a large health care customer, we had an issue with (what appeared to be) the 32-bit vs. 64 bit ServiceNow ODBC driver that ended up being a Windows Systems Administration issue. While the team couldn't resolve the issue, they stayed involved and offered up helpful research that certainly went above and beyond, because the problem wasn't related to the ServiceNow product. The fact that they stayed with us and cared about the resolution was the important part.