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

N/A
Positive ()
N/A
Negative ()
Learn how we calculate reviewer sentiment

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)

8.9
89%

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 8.9.

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

(1-22 of 22)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Score 2 out of 10
Vetted Review
Verified User
Review Source
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.