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ServiceNow IT Service Management

ServiceNow IT Service Management

Overview

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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Recent Reviews

TrustRadius Insights

ServiceNow IT Service Management is a versatile tool used by organizations to address a wide range of IT requests and processes. Users …
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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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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Self-service tools (64)
    9.0
    90%
  • Organize and prioritize service tickets (66)
    8.9
    89%
  • ITSM reports and dashboards (61)
    8.8
    88%
  • Subscription-based notifications (62)
    7.6
    76%

Reviewer Pros & Cons

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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
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.3
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.5
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8.1
Avg 8.4
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Product Details

ServiceNow IT Service Management Integrations

ServiceNow IT Service Management Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

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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Comparisons

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Reviews and Ratings

(492)

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!

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.

Attribute Ratings

Reviews

(1-25 of 78)
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Harish kumar Vardineni | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We are using ServiceNow IT Service Management to create requests, incidents, and change request. If a new employee onbaording to the project need to raise a credentials, laptop and other access requests raised in the portal. User interface looks simple and provided all the data in the dashboards. Each application have different dashboards provided in ServiceNow IT Service Management like incidents, changes and catalog items. Raising a request to other team memebers issues with in the project is easy in ServiceNow IT Service Management just selected requested for employee name. Employee center portal have all the information like knowledge articles and virtual agent contact details. It is very simple to connect with ServiceNow IT Service Management agents using CTI dailer customer care number to create new cases just by calling to agents. CMDB tables and its relationships maintained well in parent and clild tables. we have integrated Jira in to ServiceNow IT Service Management by-directionally and both Jira and it updated if any tickets created or updated. Approvals will receive email notifications and links to approve the request within the email directly. Scheduled reminders also received if P1 tickets is not resolved with in the SLA timeframe. In mobile also we can login and review details of the request and status. Finding knowledge articles related issues is very simple and cool feature in ServiceNow IT Service Management.
  • Onboarding a new employee to organization is made simple process need to raise a one simple catalog request for all accesses like laptop, mail credentials, gatepass, office seat , phone etc. , with in one request seperate tasks created for each case and easy to check the status.
  • Spokes provided in store to integrate ServiceNow IT Service Management with third party application without coding. just need to install application spoke from ServiceNow IT Service Management store and integrate it bi-directionally without coding required.
  • Easily filter data and export to excel file by using reports in servicenow
  • Each application have different dashboards and we can do custom dashboards as per our project needs.
  • In reports pivot table option not provided order(asc or des) functionality.
  • After every upgrade system properties resetting to out of box default even customized properties also. It is difficult to maintain customized properties data after version upgradation.
  • Default roles are creating for every time that we try to cretae a new custom table or scoped application.
I have faced laptop vpn issue and i have raised request in ServiceNow IT Service Management and changed priority as critical. Then with in 4 hours my issue resolved because of SLA timeframe mentioned 4 hours for critical request. I have raised admin credentials request for one of new memeber in my project and i have used requested for option To provide new employee name and id instead of mine. For every update related to my request we have received email notifications and status of the request.
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
With the scale of our company ServiceNow IT Service Management performance & option go above our expectation. There is many enhance feature and SN keep improving. Self-Service Portal is the most useful of many feature of ServiceNow IT Service Management
Max Lewenhaupt | TrustRadius Reviewer
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.
The latest versions greatly improved my previous experience. I had the opportunity to learn management modules and we need to improve and reduce the size of our database to improve performance. But it is excellent what they have achieved in these times. With my experience from many years in different countries I have to admit that the Catalog builder tool saves a lot of time. It's excellent.
Score 8 out of 10
Vetted Review
Verified User
We used it to handle IT issues and based on SLA times we solved tickets. We also used it as an IT asset management tool.
  • Support on questions.
  • Easy to use tool.
  • Opportunities to expand.
  • Better design.
  • More functions for Slack integration.
  • Create option for managing devices.
The tool is very sufficient and very helpful for helping colleagues or customers with their IT-related questions or issues based on SLA you can create a nice environment. The people from ServiceNow are very helpful and open to new opportunities. It is also very easy to use and easy to learn to new IT colleagues how to work with the tool. I would definitely recommend this tool to other IT colleagues.
Score 9 out of 10
Vetted Review
Verified User
ServiceNow is our primary ITSM tool, we use the modules like Change Management, Incident Management and Problem Management extensively. The product comes with lots of integration options and it aligns to our ITIL framework. The other big module which we use is the CMDB and Knowledge articles. Being a part of support team, its very easy for us to search for any information within Servicenow at ease. We are also depending on this system to define our OLA's and SLA's. There are different reports created to provide Management Information services to provide transparency, improving efficiency and operational level agreements. The Visual Task boards feature offers teams to use them as Kanban boards. Overall a great Service Management tool
  • Integration
  • Good search capabilities. Applications are created within CMDB and we can search for the app to see the changes, incidents and problems created
  • Reporting. Great store of MIS reports and will let you to create custom reports
  • Visual Task Boards - use it as Kanban boards
  • Performance - Sometimes there is a bit of slowness
  • Reporting - More chart options
  • More options embedded to support Agile framework
In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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 a track of your activities. for example what is in progress, pending and closed. It is a very user-friendly and easy-to-go tool.
  • Keeping a record of all requests and status
  • can manage all services all together at single platform but still in separate modules
  • very well defined roles and features
  • sometimes hard to find particular modules, it should allow using keywords for searching purposes
It is the perfect management tool for giant IT infrastructural organizations as well as small ones. one can always customize and use it as per their capacity and volume. A proper process is defined and is followed when a request is made. It works on an SLA basis which is an amazing option. however, for extremely small ventures its uses are limited as compared to large organizations.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow is being used across the whole IT division of the organization. Outside of the IT department, outside staff doesn't have a way to submit a ticket. The process of submitting new tickets is by calling the IT department, making the program itself only used internally, and only by a certain department.
  • Categorizing: Very easy to categorize tickets.
  • Knowledge Base: The KB system is very good at creating useable, searchable articles.
  • Searchable: Easy to search either KB articles or tickets.
  • Slower loading times: Because the system is so large, it is very slow at times.
  • Complicated search: The ticket search system is not very intuitive.
  • Down time: Have had issues in the past where the system would go down.
ServiceNow IT Service Management is most applicable for larger companies. It can supply large, easily searchable Knowledge Base articles to train employees, especially Tier 1 tech support. If the company has a large about of Tier 1 tech support staffed, then this is a perfect service. It also includes a lot of ways to categorize and search the categories of the tickets, so that even a large amount of tickets can be filed away properly.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use [ServiceNow IT Service Management] across our organization to handle all our our own internal support needs: IT issues and requests, employee assistance, etc. We used to use Jira to handle these requests but ServiceNow seems to be better suited to handle tickets of these type.
  • To create a ticket takes very little up front information and allows the user to submit a ticket quickly
  • The interface is simple and straightforward
  • It's easy to conduct a conversation via the ticket and ask questions/get answers.
  • If one of my employees submits a ticket, they can't easily share the ticket with me via a link. They have to add me as a watcher.
I think [ServiceNow IT Service Management is] best suited for very straight-forward customer support type ticketing. If the problem can't be solved by the customer support team, then the ticket likely is a larger issue (ie: a bug) and then likely a Jira ticket would need to be created for more robust documentation.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow IT Service Management is widely used in my company by multiple divisions. ServiceNow IT Service Management is a great ally for managing cases and following up in a proper manner. Different areas of my division use it--it's not limited to IT, but also works with development and professional services.

Thanks to the SaaS/cloud solution, ServiceNow IT Service Management is very accessible, secure, and reliable on multiple levels.
  • Provides different APIs that allow you to develop solutions that initiate a case
  • We can initiate a case using email
  • It provides a very comprehensive and editable dashboard for every individual user
  • Very customizable for every user--colors, dashboards, reports, etc.
  • I'm not sure if this exist already, but a video tutorial would be great to have
  • A more comprehensive user lookup
All in all, ServiceNow IT Service Management is a great tool for all my company because it adapts to different areas and divisions, so it's not tied to the IT realm; having everything in the cloud facilitates communication with our clients.

It actually fits for most of our clients, and the great thing is I believe it's flexible to keep adding clients or accounts that have access to their cases.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Used across most of the organization but some smaller / isolated sections still use other / local tools.
Addresses the main ITSM areas namely, Incident, Request, Change, Problem and Configuration / Asset. Other areas are being developed such as Portfolio Management / Service Catalogue. ServiceNow Discovery is being used for Configuration / Asset alongside some other tools.
  • Discovery for Configuration / Asset.
  • Consistent look / feel across different practices.
  • Ability to integrate with other systems / tools (i.e. Navvia).
  • More automation of separating CIs and Assets.
  • More links with ITIL Processes in terms of help / FAQs etc...
Well suited to medium / large organizations where the number of Incidents. CIs etc... go into hundreds of thousands
Good reporting / scorecard facilities to utilize these records.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our organization uses ServiceNow as our IT [Service Management] tool across the organization. It provides IT with a tool to manage incidents, problems, changes, releases, tasks and more. For our customers, it provides a portal to access knowledge base articles, request catalog items and report issues. Before ServiceNow, we struggled with solutions across multiple platforms.
  • Workflows
  • Change Management
  • User Interface
  • Creating custom search queries
  • Workflow designer
  • Initial Setup
In a medium to large sized organization, ServiceNow [IT Service Management] will be a good fit. Our organization is only using a small part of the offering from them but it solves many of our business problems. I would not recommend ServiceNow [IT Service Management] for small organizations or organizations that [I feel] are still very early (immature) in their change management process.
Sandeep Singh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow IT Service Management is being used across the organization. It is a very user-friendly and lightweight application. It is accepted by most of our clients to run in their environment too. It is easy to integrate with client inventory. The incident, change, and problem management processes are followed by ITIL Guidelines. It is easy to customize as per the client's requirements. In a nutshell, ServiceNow has been in high demand in the last few years. In my previous organization, they used it for 300+ clients.
  • Highly customizable
  • Light weight application
  • Easy to integrate with client inventory.
  • Following ITIL process for incidents/change/problem management, etc.
  • ROI is best in class.
  • Self healing in terms of issue of possible resolution.
  • Change approval needs to be more customized.
Best suited for Unix/Windows server monitoring, asset management, and problem management.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Being used across the organization for everything that falls under the IT portfolio. For anything that involves IT requests, for all range of IT needs, for break-fix, for problem management, for incident management, and for change management, including requests within the IT org. It serves as a one-stop-shop for all IT-related requests, break-fix, and change/problem management.
  • New requests
  • Approval flow
  • Alerting for process flows
  • Change management has a much more complex process flow as compared to others and needs improvement.
  • Filtering and searches can get better.
Some SNOW processes are simpler than the others. But overall, what SNOW ITSM lacks is out of box integration with external apps or platforms. We can do customized integrations that have their own set of challenges.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow is one of our internal ticketing systems used for assigning work, raising incidents, getting approvals, knowledge base repository, and also our CMDB. It is one of the ticket systems used by all of IT, but is aimed more at the network infrastructure teams.
  • Flexibility in the type of tickets created.
  • Standard forms to fill for tickets and incidents.
  • Allows you to assign work to teams if you don't have an individual to assign it to.
  • I need to keep special bookmarks since some areas don't have links to get to, and I'm not sure how else I would get to those pages.
  • When I'm trying to open one type of ticket, sometimes I can only find the buttons for a different type.
  • The different ServiceNow versions are named after locations which doesn't make it clear what is a newer or older version.
ServiceNow is a ticket software and is fine to use for any circumstances which requires assigning work to teams or individuals, creating approval flows where different people need to approve a work item, or even some other random functions like a knowledge base for storing team articles or creating a Configuration Management Database (CMDB). While it is used by all of our IT department, I can see why the developers are using Jira more and the infrastructure teams are using ServiceNow.
Saul Sanchez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use it to handle all of our IT requests for different departments, DBAs, Network, Infrastructure, security, applications, human resources new people onboarding, and IS. We also use it as our main tool to handle and schedule our delivery process and to submit change requests. And finally, this is the tool that we use to manage and handle our production incidents and problems
  • Organizing development process.
  • Handling production incidents.
  • Easy way to submit a ticket to request support, you have a friendly user catalogue.
  • There are some processes that have too many steps to be completed.
  • You have limited users with full access (write/edit), you need to pay more.
  • You need time to understand the user interface.
It is great to have a well-defined process while requesting support, it is easy for you to see the progress of your ticket and who is or has worked on your request. You need to have a well-defined catalog; if you do not do that your support requests steps could be too many.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use ServiceNow IT Service Management for change, asset, incident, and problem management. It’s used by the IT department though we have started implementing it for others like HR. The main problem it helps with is incident management--reporting a ticket via chat, email or call is easy. It also helps us organize changes and understand impacts. We use the asset inventory for management and have it tied into the purchase order process.
  • Incident management
  • Change processes
  • Purchase order tracking
  • Asset management
It is suited for medium to large companies that can afford to have a full-time ServiceNow developer. There is a lot of customization and coding that can be done to make it a great product but that requires some coding expertise. It is great for companies that do not have any current products and are looking to get ServiceNow IT Service Management implemented.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow is our incident, change and problem management tool. It also serves many other functions throughout the organization and it utilized by the entire company. The knowledge repositories for documenting procedural information is heavily used as well as a catalog for users to request specific services from IT and or business teams.
  • Easy to use and straightforward with options that fit just about every department.
  • API easily accepts SOAP requests for automatic ticket generation and integration into other applications.
  • Dashboards and a built in visual task board similar to a Kanban board are nice features.
  • Unable to create robust service offerings for end users in the catalog. The current process works fine for our needs but have to tailor certain offerings based on limitations of the product.
  • Certain aspects are clunky and hard to correctly setup. For example, oncall calendars and scheduling require the user to define several components which are not intuitive and don't seem to follow a logical flow.
ServiceNow can facilitate an organization's needs for a robust incident and change management tool. It also has a wide array of other features that can be tailored to the company or down to the individual. ServiceNow also provides capabilites for event management, such as a trigger that would perform a restart of a service on a server for example.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It's being used across the whole organization as the only software to provide customer support for all the company systems. Users submit a ticket requesting support with any of the applications our company uses.
  • User-friendly.
  • The workflow within ServiceNow is efficient.
  • As a user, I haven't identified any areas where i would like to see improvement.
  • I'd like to learn how to use filters better in order to find tickets assigned to me in a faster, easier way, but that is not a system issue.
I have found the functionality of the system to be really good and user-friendly (easy to learn).
Score 9 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow is used as the main way to source and distribute our tickets and requests for our service desk. It is used by the entire IT organization. It addresses and gives us a way to organize efficiency for the ticketing system that our organization uses when submitting a need for technical help.
  • Alerts immediately when a ticket has been created.
  • Streamlines the process for whose ticket is sent.
  • The interface can be a little jumbled looking.
  • Excess emails are sometimes sent.
ServiceNow is well suited to any organization with a large service desk that needs to address the issues, requests, and concerns of multiple users. It is well suited for an organization that needs an easy way to distribute tickets.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow replaced the Cherwell Service Management tool in our organization. We use this tool for Service Request, Incident Report and Change Request management company wide. Different operational teams are using the tool, both internal employees and outside customer service requests and issues escalation. The tool is also used for reporting purposes inside each support team.
  • Faster performance than competitor products.
  • User friendly interface.
  • Does not have a "paste from clipboard" option.
  • Missing some functions in Incident creation option (like adding a table in the description field).
ServiceNow has a lot of useful training material. It is easy to get trained and be able to use the tool efficiently in a short period of time. Fast performance and a lot of different reporting options is a big plus of the tool.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow is used in the tracking of IT services-related technical activities. "Tickets" get created to record requests, incidents, changes, etc. within the firm. A helpdesk is available where technical support folks can create tickets on behalf of callers who are in need of supplies or assistance with some technology. Other professionals who are more comfortable navigating the ServiceNow product will create their own tickets .
  • Ease of ticket creation (navigating just a few fields to get the process underway).
  • Ability to provide supporting documentation as attachments to tickets (screenshots, spreadsheets).
  • General slowness when querying on lists of tickets at times.
  • Mentions of service disruptions can be significantly delayed following the actual event (i.e. network connectivity disruption, power loss, etc.).
ServiceNow is certainly appropriate for any organization that operates using a ticketing system to document work managed (i.e. an IT HelpDesk, a cable, phone, or internet service provider). It would not be well suited for an environment where service offerings are not the type that can be compartmentalized and aggregated perfectly (i.e. some professional services such as law offices, financial services, medical facilities).
Score 10 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow is being used in the IT Department as a way to manage Incidents and Change Requests at this time. It allowed us to put all the information into one reliable system. It also allowed us to customize the process with in the organization for these processes. The system is also available outside of the organization and is cloud-based, where our prior system was only on-premise.
  • In the Cloud
  • Reliability
  • Initial setup can be daunting
  • No dark theme
I would recommend ServiceNow for anyone. ServiceNow is so powerful and highly useful that it would be a benefit to any organization with at least over 750 employees. This software is highly customizable and integrates with almost any software that might be used by your organization. It is something to look at if you can afford it.
Srinivas Rao | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow has been an integral part of our Service desk, used by tech and non-tech customer service team
This is used by most of the departments that are associated with one of our clients. ServiceNow addresses the central issue of handling customer issues. It is used extensively by about 300 of the total of 500 staff members of my organization.
  • Tracking incident history
  • Report Generation
  • Its keep logging out
  • Overall layout
If I am opening a new process, then I will include ServiceNow. I will recommend highly to the people who would require an application to track data and handle customer complaints and issues.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow is being used for IT Service Management, the central ticketing system to report and solve issues across all company departments. It was also used to drive some of the core company processes like New to hire processing. Where the workflow triggers and creates several tasks and gets them assigned to different departments and individuals to accomplish all tasks needed to supply a new hired individually with all the required accesses to applications that the company uses.
  • Report and assign issues that employees are having with a system or application that they need to use to help them complete their work.
  • Keep track of all IT assets (Employee computers, company telephones assigned to employees).
  • To accomplish some of the tasks like the discovery of servers and retrieval of info from these servers on the network, ServiceNow requires you to pay extra to get the additional services, and these services can get very expensive.
  • ServiceNow has between 1 or 2 version releases per Year, these New releases introduce new features but most of the cases they have issues or create new problems on existing components on initial release, so we decided to skip releases and make the updates on every other release and wait at least for the first set of fix patches to be available
  • Ticketing is the greatest strength of ServiceNow, so having users log issues and then trigger workflows to get tasks created and assigned to multiple support groups to solve the problem is the best use of ServiceNow.
  • Although ServiceNow is powerful, sometimes they (ServiceNow reps) want to sell you the idea that all processes can be solved through the use of ServiceNow. However, that would require too much customization that gets problematic when a new version upgrade is required. As I mentioned, they do between 1 to 2 releases per year, so trying to upgrade when too many customizations were made can become a problem or need too much time to make sure all isn't broken.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow is being used extensively through out our whole firm. We utilize the tool to manage requests. We have a portal built that allows our clients to escalate their request to our company. We also use it for change management. We have an approval process built in and it provides transparency across the firm to see what changes are happening each night. We leverage the knowledge base feature and maintain knowledge base articles in ServiceNow. We also have groups that manage projects via ServiceNow tickets.
  • ServiceNow is highly customizable. You can build out your desired forms and leverage those forms to build out reports to track progress and trends.
  • ServiceNow has e-mail forwarding built in, so anytime a ticket gets updated, the end-user associated with the ticket can have an e-mail notification sent to them.
  • To get the platform to do exactly what you need, it requires a good amount of dev work. I wish the out of the box version had an easier way to build out customizations.
  • The firm will have to hire ServiceNow experts to serve as administrators.
I would highly recommend this platform for any firm trying to consolidate a lot of tasks into one tool. If you need a SaaS provider that allows you to manage requests, change management, knowledge bases, client portals, and reporting functionality, this is a great tool. My firm has really benefited greatly from utilizing this tool.
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