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ServiceNow IT Service Management Reviews

382 Ratings
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Score 8.1 out of 100
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Reviews (1-22 of 22)

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February 13, 2021

SNOW ITSM needs simplification

Anonymous | TrustRadius Reviewer
Verified User
Score 7 out of 10
Vetted Review
Verified User
Review Source

Support Rating

6
I personally don't think SNOW itself is an issue with support. It is the support vendor who could be challenging.
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December 21, 2020

Service Now--at your service

Anonymous | TrustRadius Reviewer
Verified User
Score 7 out of 10
Vetted Review
Verified User
Review Source

Support Rating

7
We tend to get pointed in the right direction. Can be tedious at times.
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March 11, 2020

How ServiceNow fits our ITSM needs

Anonymous | TrustRadius Reviewer
Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support Rating

8
I have not used ServiceNow support directly, however it appears the company sticks to a steady release plan for new versions and updates.
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February 06, 2020

ServiceNow - At your Service

Srinivas Rao | TrustRadius Reviewer
Srinivas Rao
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support Rating

9
Unfortunately, I have never required Support :) There have been instances where there was a downtime for a few minutes, maybe, but it was up and running. It did not affect business.
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October 24, 2019

Powerful yet Clunky

Gardiner Jones | TrustRadius Reviewer
Gardiner Jones
Score 6 out of 10
Vetted Review
Verified User
Review Source

Support Rating

5
Custom process flows when needed for AutoCloud server builds take quite a lot of time, as in days and sometimes weeks. Other than that, however, I do not have first-hand knowledge of support for ServiceNow
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December 12, 2019

Great information repository if configured correctly

Maurice Samuels | TrustRadius Reviewer
Maurice Samuels
Score 2 out of 10
Vetted Review
Verified User
Review Source

Support Rating

3
Support is OK but requires too much additional cost. Since ServiceNow is not easy to configure during the initial setup; its functionality is also limited. If additional support is requested, too many additional costs are also needed. Each implementation of ServiceNow is unique in trying to find detailed data on other implementations is difficult.
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February 13, 2020

Good for Ticketing and Efficiency

Anonymous | TrustRadius Reviewer
Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support Rating

9
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
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February 10, 2020

Supporting a call center using ServiceNow

Anonymous | TrustRadius Reviewer
Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

Support Rating

9
Having used earlier versions of ServiceNow, when compared to its current look and feel I can say the current version we're using is far more intuitive, simpler to navigate (even for novice users of self-service tools), and quicker. On occasion I can see slowness when performing searches in the Knowledgebase or when querying for tickets, but other than that am pleased with it as a tool to support our practice.
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February 07, 2020

Great Software for any IT organization

Anonymous | TrustRadius Reviewer
Verified User
Score 10 out of 10
Vetted Review
Verified User
Review Source

Support Rating

10
A lot of their support is automated so that you get what you want to take care of when you need it, but in the event, you need to talk to a person, you can always call and get your issue resolved asap. They are also really good at keeping you up to date on your issue until its resolved.
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February 05, 2020

Currently the best ITSM application on the market

Anonymous | TrustRadius Reviewer
Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support Rating

9
Whenever there was an issue that ServiceNow itself had to address, their response was quick and accurate. They were even able to create custom fixes to solve some of these issues, or at least we would get a date or release when the problem will get resolved, so there was no trying to guess when an official fix will be provided to us.
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February 04, 2020

ServiceNow - Great Features, but Pricey.

Anonymous | TrustRadius Reviewer
Verified User
Score 10 out of 10
Vetted Review
Verified User
Review Source

Support Rating

7
ServiceNow support has been good, but we've leveraged consulting firms to help us build out the tool to a state that is suitable for our firm. We've also attended ServiceNow conferences in Las Vegas, and those sessions have been very informative and provided some great ideas as to how we can further leverage the tool in the future.
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February 04, 2020

Great for large scale orgs 10k plus

Anonymous | TrustRadius Reviewer
Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support Rating

9
Internal teams work directly with ServiceNow Support and do a great job communicating back solutions to problems our team has.
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January 29, 2020

ServiceNow - the hard to use workhorse

Anonymous | TrustRadius Reviewer
Verified User
Score 5 out of 10
Vetted Review
Verified User
Review Source

Support Rating

10
I have never needed to use ServiceNow support. We support it in house and with all the customization we have done it's best not to rely on external support.
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September 25, 2015

ServiceNow and its Strengths

Paul Trupka | TrustRadius Reviewer
Paul Trupka
Score 8 out of 10
Vetted Review
Verified User
Review Source

Support Rating

7
I have not specifically used support for service now myself, but I have heard from other co-workers that they are pleased with it.
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ServiceNow IT Service Management Scorecard Summary

Likelihood to Recommend (382)
8.1
Likelihood to Renew (12)
10.0
Usability (11)
6.6
Availability (2)
10.0
Performance (2)
9.0
Support Rating (40)
8.1
Online Training (1)
1.0
Implementation Rating (6)
10.0
Product Scalability (1)
10.0

Feature Scorecard Summary

Incident and problem management
8.1
Organize and prioritize service tickets (61)
8.5
Expert directory (46)
7.7
Service restoration (50)
7.6
Self-service tools (58)
7.8
Subscription-based notifications (57)
8.2
ITSM collaboration and documentation (55)
8.4
ITSM reports and dashboards (56)
8.3
ITSM asset management
7.6
Configuration mangement (55)
7.9
Asset management dashboard (55)
7.7
Policy and contract enforcement (48)
7.3
Change management
8.4
Change requests repository (55)
8.5
Change calendar (50)
8.3
Service-level management (51)
8.3

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.
Categories:  Change and Configuration Management,  IT Asset Management,  Knowledge Management,  Software Asset Management,  IT Service Management (ITSM)

ServiceNow IT Service Management Integrations

ServiceNow IT Service Management Competitors

ServiceNow IT Service Management Pricing

  • Does not have featureFree Trial Available?No
  • Does not have featureFree or Freemium Version Available?No
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?No
EditionPricing DetailsTerms
Starting Price$10,000.00Per Year

ServiceNow IT Service Management Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No