ServiceNow IT Service Management Reviews

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.

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

The respond and fix time is very good. Clear resolution of the task requested and also an informative description about any inquiry that was raised.

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.

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

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.

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.

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.

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.

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.

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

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.

Every time we have had a need to contact support it has been pleasant and they have resolved our issues with no problem.

I gave this rating becasue the support has always been good.

Excellent Support and Fast Response.

I have not specifically used support for service now myself, but I have heard from other co-workers that they are pleased with it.

The ServiceNow team is U.S. based, highly responsive, friendly and intelligent. Technical support is one of the strongest differentiators of this company.