ServiceNow IT Service Management

Score8.4 out of 10

553 Reviews and Ratings

What is ServiceNow IT Service Management?

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.

Categories & Use Cases

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Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.9
Change calendar
Calendar showing change schedule to stakeholders
Category average: 8
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Category average: 8.4

Service restoration
Impact assessment and automated fixes for common problems
Category average: 8
Configuration mangement
Database for tracking and reporting all business assets
Category average: 8.4
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9

#1 most frequent

Professional, Scientific, and Technical Services

24.2%

1,782 installations of 7,371

“BMC Helix Business Workflows”
— Partner and MD, Deloitte (10,001+ employees)

#2 most frequent

Manufacturing

13.8%

1,016 installations of 7,371

#3 most frequent

Finance and Insurance

12.7%

934 installations of 7,371

Risheeta Bhawsar View profile

SAP Consultant in Information Technology at Accenture Solution Pvt. Ltd. (10,001+ employees employees)

Use Cases and Deployment Scope

We use ServiceNow IT Service Management to manage and track our tickets and incidents regatding the work tasks. It helps us to keep a track of real time activity of action taken on incidents through comments. It helps us to manage large numbers of tasks very efficiently as per the consultants and various filters like assignment groups, date logged in, status, assignnee and all

Pros

Ticket creation
Incident tracking
Real time changes

Cons

Sometimes it gets stuck
Takes time to reload
More detail on incident assignments from department to other

Return on Investment

It is little on expensive side
Helps to manage configuration management
Helps to manage change request

Usability

Alternatives Considered

Jira Service Management, client Assyst and ReQtest

Other Software Used

SAP HANA Cloud, Jira Service Management, Workday Workforce Management

Meena Dakuru View profile

Information Technology Project Manager in Information Technology at Southern New Hampshire University (5001-10,000 employees employees)

Use Cases and Deployment Scope

The ServiceNow IT Service Management suite offers a variety of features for ITIL processes, primarily utilized for change requests and problem requests in the SDLC, which evolve into changes and requirements for software teams.
In our business it is used by teams to streamline their future work based on changes that are supposed to be done in a future date for higher environments.
Problem requests streamline work into requirements for teams to work on in the SDLC

Pros

Organizing change requests normal, emergency and other changes which require code promotion to higher environments
Incidents to raise issues that disrupt the flow
Problem management tickets that are used by business to open requirements for SDLC teams

Cons

Too much information is required by changes to be filled
Some parameters such as date and time can be suggested by using AI based on similar changes that were raised in the past
Clone feature can be improved as well

Return on Investment

Cost reduction
faster resolution on incidents
self service option that has been given to both internal and external folks

Usability

Alternatives Considered

Atlassian Jira

Other Software Used

Atlassian Jira, Digital.ai Agility, Zendesk Suite

Yaqoob Najar View profile

Manager in Information Technology at Vaadi Outsourcing (1-10 employees employees)

Use Cases and Deployment Scope

ServiceNow IT Service Management helps me to move everything from messy sheets and my cluttered emails into a clean dashboard. I mailnly use it to keep a track of the daily tickets that are due for resolution and to manage system changes. It automates my whole workflow and provides me a clear visibility on what tasks need to be prioritized first.

Pros

In case if a server goes down, Configuration Management Database shows exactly which departments are affected and I have the option to fix it quickly without wasting my time finding the error.
Assigns the tickets to a specific team based on a description of a ticket. For ecapmple, if the description contains text like "billing account", the ticket will automatically assigned to Accounts team.
AI powered agents which can automatically reset passwords or provide access to users.

Cons

Running through forms sometimes gets slowed down.
Running queries on CMDB is slow.

Return on Investment

Real time view of all operations running, making zero untracked assets.
Automated password resets or ticket routing to a specific department saves a lot of time.

Usability

Alternatives Considered

SuiteCRM and RouteIQ for Zoho CRM

Other Software Used

SuiteCRM, Expensify, Slack

Fred Sheehan View profile

Senior IT Support Advisor in Information Technology at University of Leeds (201-500 employees employees)

Use Cases and Deployment Scope

We use ServiceNow for Incident and Request and Problem logging and time recording. It allows all logged calls to be acknowledged, tracked from logging to resolution. All responses and activities have a record and response is sent to the customer with tracking numbers. Time recording helps the organisation to see where people are being untilised in terms of projects and activities to justify funding etc.

Pros

Being able to track logged calls
Being able to track time against projects
Allows dashboards so that you have an overall view of what calls are outstanding that still needs resolving

Cons

Takes a lot of user time to learn to navigate the interface
Complex when trying to make quick customisations
User interface consistency

Return on Investment

Faster resolutions on calls overall
Problem management allows things to be managed and steps taken on proactive approach to get to the root cause of issues instead of constant firefighting
More customers are satisfied being informed of where their calls are at a given time

Usability

Other Software Used

Azure DevOps

Arturo Serradilla Ortiz View profile

Lead IT Project Manager in Information Technology at Roche (10,001+ employees employees)

Use Cases and Deployment Scope

ServiceNow IT is a very robust platform with extensive capabilities for any organization. It offers a wide range of features that can cover almost every business need; However the user experience is hindered by its complexity. Many configurations that should be automated or "plug-and-play" are actually quite manual and require specialized knowledge. This complexity creates a steep learning curve for the team and increases the administrative overhead. While the platform's potential is high, the daily effort required to maintain and customize it makes it less agile than expected, the process is not very intuitive. As summary; It is powerful, but the administrative effort is higher than I expected.

Pros

CMDB as Single source of truth
Automated change management
SNOW Service Portal
AI assistance

Cons

manual setup, requires sometimes intensive work.
Data management, complex, tool becomes slow performing over the time.
Upgrade changes, minor customizations.

Return on Investment

Robust CMDB reduces change impact
complex tool management effort is high
Large data maintenance requires high goverance parameters.
Automated changes improves tool agility.

Usability

Alternatives Considered

Jira Service Management

Other Software Used

Atlassian Jira

ServiceNow IT Service Management

What is ServiceNow IT Service Management?

Categories & Use Cases

Media

Key Features

Top Performing Features

Organize and prioritize service tickets

Change calendar

Service-level management

Areas for Improvement

Service restoration

Configuration mangement

Expert directory

Most Frequent Users

Professional, Scientific, and Technical Services

Manufacturing

Finance and Insurance

Reviews

Use Cases and Deployment Scope

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Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

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Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

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Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

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Return on Investment

Usability

Other Software Used

Use Cases and Deployment Scope

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Usability

Alternatives Considered

Other Software Used

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