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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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- 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%
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$10,000.00
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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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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!
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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 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.
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April 14, 2023
ServiceNow IT Service Management Review
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.
March 01, 2023
ServiceNow IT Service Management Review for TrustRadius
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
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.
April 08, 2022
ServiceNow Overall a wonderful tool!
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.
April 08, 2022
Great Service Management Tool
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
April 06, 2022
Best ITSM Tool in the Market
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
July 01, 2021
ServiceNow really does provide service NOW
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.
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.
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
June 02, 2021
ServiceNow IT Service Management in Reality
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.
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...
May 17, 2021
ServiceNow IT: The Best ITSM Tool You Must Have!
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.
February 13, 2021
SNOW ITSM needs simplification
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.
February 10, 2021
ServiceNow IT Service Management Review
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.
December 21, 2020
Service Now--at your service
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
March 11, 2020
How ServiceNow fits our ITSM needs
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.
February 13, 2020
Good for Ticketing and Efficiency
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.
February 12, 2020
Fast And Easy To Use Service Request/Change/Incident Management Tool
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).
February 10, 2020
Supporting a call center using ServiceNow
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.).
February 05, 2020
Currently the best ITSM application on the market
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
February 04, 2020
Great for large scale orgs 10k plus
Everyone in my organization uses ServiceNow. High level: some people complain about the performance or features but to be honest, there's no way any other application can service a 40k user company. It does a great job tracking requests and other services. I've been a user for a while and it allowed me to easily track requests and open requests for other users. It has a good user interface and an advanced back end for more technical people.
- Track requests
- History and archiving
- Slowness
- It costs more to integrate it with MS Teams even if the organization has a license for both
January 30, 2020
ServiceNow - the hard to use workhorse
ServiceNow is used for knowledge-base management (help articles), incident/ticket management (help desk), and lots of internal processes for managing groups, forms, and other internal processes within the IT department. It is used across all of IT internally and then externally for the help articles and incident help tracking (emails). It has grown from originally handling just incidents to doing everything we can possibly think of - which isn't a great thing.
- Flexibility
- Feature set
- Difficult to use
- Lacks clarity
We use ServiceNow for managing support incidents and change management.
- Support ticketing.
- Change management.
- A cleaner interface would be nice.
- Attachment management.
December 12, 2019
Great information repository if configured correctly
ServiceNow is used to track IT hardware equipment, along with interdependencies. It is also used to track changes. It is meant to function as a central repository for all changes and all hardware equipment; along with high-level data such as an operating system and software versioning. Instead of having multiple systems of record for an accounting of hardware/software/network addressing; ServiceNow functions as the central information repository.
- Ability to track all changes to a specific and individual item (such as a Linux server).
- Retrieve and display interdependent items. Servers run OS' and connect to a network via addresses 1, 2, 3, etc.
- Very difficult to onboard configuration items one by one.
- Very difficult to remove items added by mistake. For example, once a contact number is entered for an individual resource, it is impossible to remove it.
October 24, 2019
Powerful yet Clunky
ServiceNow is used at my business organization across the entire organization for CI (Configuration Item) inventory, service desk ticketing, infrastructure design and build requests and specifications, firewall rule change requests, and is tied to AutoCloud for the automated deployment of Cloud based virtual machines (VMware). In short, everything related to IT in my company uses ServiceNow.
- When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
- I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
- Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
- To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
- Finding requests that I opened and have since been completed by the assigned group/individual is very difficult to accomplish unless I've written down the request numbers somewhere.
- Requests that I opened and are subsequently closed, often continue to appear in the list of "My Open Requests" giving the appearance that they were not completed when in fact they were.
- It may exist, but if it does I haven't found it yet, which makes it less than intuitive, but I would like to see the ability to recall a request in ServiceNow.
- I believe our firewall rule change request for is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't anyway for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.
July 23, 2019
Powerful solution to manage IT Operations lifecycle
We use ServiceNow extensively in the organization for Incident Management, Change management, Application Life-cycle management, Knowledgebase, and Content Management. It is the key system to control and support our IT operations globally.
- Incident Management. Very robust and extensive solution, very easy to extend globally.
- Application Management: We have our own custom developed SNOW module to manage Business apps that will be replaced with the upcoming migration to Madrid.
- Change Management: Great way to keep control of any and all changes to production systems.
- Limited Power-user Dev Tools for Forms: It would be great to offer a no-code alternative to Power Users to create forms and workflows, similar to what Infopath offered. We are using SNOW forms but each initiative requires a dedicated Dev team to develop.
- Assignment Groups are difficult to manage and require a complex IT process to be done.
July 20, 2019
ServiceNow could be exactly what you are looking for
ServiceNow is the ticketing system used by our entire company. Anyone from production, engineering, executives, field sales/support, finance, customer service and anything I may have missed uses ServiceNow to log tickets. The IS department uses ServiceNow to update, track, monitor and close out Tasks, Incidents, and Change Requests. ServiceNow is a pretty vital part of our business. We also use it for process documentation. I am sure that we use it for many other roles that I am not aware of.
- I like the way the dashboard is setup, very easy to access reporting I need to see to help run my team better.
- Its very easy to train end user on how to input a ticket. The process is typically very easy.
- I also enjoy to ability to export reports to an excel file for further analysis.
- When adding additional filters to a report that has already been created, that seems to create issue with pulling information from the database correctly.
- We use SN for asset management, it can sometimes take awhile for information to update.
- Alot of times, KB articles do not save to my favorites correctly and I have to go try to find them again. That can be a bit tedious.