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ServiceNow IT Service Management is a versatile tool used by organizations to address a wide range of IT requests and processes. Users …
Starting at $10,000 per year
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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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Popular Features
- Self-service tools (64)9.090%
- Organize and prioritize service tickets (66)8.888%
- ITSM reports and dashboards (61)8.888%
- Subscription-based notifications (62)7.676%
Pricing
Starting Price
$10,000.00
Cloud
per year
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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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What is ServiceNow IT Service Management?
ServiceNow IT Service Management Integrations
ServiceNow IT Service Management Competitors
ServiceNow IT Service Management Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
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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(493)
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!
- Business Problems Solved
- Pros
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- Recommendations
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
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April 14, 2023
ServiceNow IT Service Management Review
Score 8 out of 10
Vetted Review
Verified User
- 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.
March 01, 2023
ServiceNow IT Service Management Review for TrustRadius
Score 8 out of 10
Vetted Review
Verified User
- 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
Score 9 out of 10
Vetted Review
Verified User
- 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.
April 08, 2022
ServiceNow Overall a wonderful tool!
Score 8 out of 10
Vetted Review
Verified User
- Support on questions.
- Easy to use tool.
- Opportunities to expand.
- Better design.
- More functions for Slack integration.
- Create option for managing devices.
April 08, 2022
Great Service Management Tool
Score 9 out of 10
Vetted Review
Verified User
- 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
April 06, 2022
Best ITSM Tool in the Market
- 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
July 28, 2021
ServiceNow: Perfect for large IT Departments
- 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.
July 01, 2021
ServiceNow really does provide service NOW
- 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.
- 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
June 02, 2021
ServiceNow IT Service Management in Reality
- 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...
- Workflows
- Change Management
- User Interface
- Creating custom search queries
- Workflow designer
- Initial Setup
May 17, 2021
ServiceNow IT: The Best ITSM Tool You Must Have!
- 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.
February 13, 2021
SNOW ITSM needs simplification
- 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.
February 10, 2021
ServiceNow IT Service Management Review
- 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.
December 21, 2020
Great tool to track and tackle down incidents
- 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.
December 21, 2020
Service Now--at your service
- Incident management
- Change processes
- Purchase order tracking
- Asset management
March 11, 2020
How ServiceNow fits our ITSM needs
- 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.
February 27, 2020
ServiceNow is the best tool for technical support ever!
- 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.
February 13, 2020
Good for Ticketing and Efficiency
- 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.
February 12, 2020
Fast And Easy To Use Service Request/Change/Incident Management Tool
- 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).
February 10, 2020
Supporting a call center using ServiceNow
- 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.).
February 08, 2020
Great Software for any IT organization
- In the Cloud
- Reliability
- Initial setup can be daunting
- No dark theme
February 07, 2020
ServiceNow - At your Service
- Tracking incident history
- Report Generation
- Its keep logging out
- Overall layout
February 05, 2020
Currently the best ITSM application on the market
- 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
February 05, 2020
ServiceNow - Great Features, but Pricey.
- 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.