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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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Starting Price
$10,000.00
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per year
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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.
Attribute Ratings
Reviews
(26-50 of 69)Companies can't remove reviews or game the system. Here's why
- Asana and ScienceLogic
ServiceNow is significantly more than just a tool for ITSM or project management. ServiceNow is the center of our software suite. I prefer how Asana handles tasks, and especially its visual interface, but it isn't anywhere near as powerful as ServiceNow, nor can you customize it. Some other ticketing systems can't be customized as easily as ServiceNow.
February 22, 2019
ServiceNow Review
- BMC Remedy and Zendesk
Both platforms were very well tested, widely used solutions for managing enterprise IT services in the industry. ServiceNow was the more future-proof of the two, giving our organization more value by integrating into the tools we already have. Remedy remains a monolithic solution under its redesigned interface, while ServiceNow, as a build in the cloud platform designed for integrations, excels in this capacity.
February 19, 2019
Great tool! The market leader for a reason!
- Ivanti Service Manager (powered by Heat), Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) and BMC Remedy
ServiceNow leads the industry for a reason, they are simply the best in the space. The tool is modern, hosted, updated regularly, and has over 1000 out of the box connectors for other popular products. The tool really does it all and provides a ton of functionality to end users and technical users alike.
February 17, 2019
A versatile ITSM solution
February 15, 2019
ServiceNow is THE BEST!!
ServiceNow is BY FAR the best I've used. KACE and Remedy are hard to use and in my experience, don't meet user needs. ServiceNow lets you customize to such a granular level that it's hard to miss anything. Truly the best.
February 13, 2019
ServiceNow - a Great choice for ITSM for any sized company
Other products did not have the needed functions. Pricing was also very advantageous with ServiceNow. The industry needs in this area are constantly evolving, so it is important to choose a tool that allows for the integration, workflows, and customer experience required. ServiceNow has the features and needed capabilities to integrate with external systems providing a great user experience.
February 08, 2019
The Next Generation IT Service Management
ServiceNow provides many options compared to CA ServiceDesk which we were using. Basic customization (Forms, Business rules, Workflow, etc.) is much easier compared to CA ServiceDesk. Dashboards, the ability to create widgets with ease. End Users are more at ease using ServiceNow. Better aligned to ITIL Best Practices. Easy to Load Data and migrate from one instance to another. The application comes with version control to revert to an older version.
February 06, 2019
ServiceNow - Robust and scalable with all the details
ServiceNow seems to be able to scale as large as you would like it to and outpaces the competition as far as ease of licenses and growth. While it is clunky it really allows you to drill down to the smallest workflow or permissions to really allow the system to build around your environment. Other products seem to want to push you towards templates or more of the "wizard" style set up.
February 06, 2019
Service Now is Amazing!
We used SmarterTrak before and it was almost impossible to use. The flow of ServiceNow is so much better. SmarterTrak was hard to follow the ticket. Unless you were part of multiple groups in the system you couldn't view certain tickets.
February 06, 2019
ServiceNow...a serious ITSM tool for the serious organization
ServiceNow is a much more complete, robust, cloud-based product than BMC Remedy. The ServiceNow interface and customization tools are very robust allowing customization as needed.
Because the Remedy interface is a bit more simplistic, it is likely a better solution for a quick implementation without a lot of planning. Proper implementation of ServiceNow requires a significant investment in planning before customization commences.
Because the Remedy interface is a bit more simplistic, it is likely a better solution for a quick implementation without a lot of planning. Proper implementation of ServiceNow requires a significant investment in planning before customization commences.
December 28, 2018
ServiceNow - which problems can't you solve with it?
In my opinion, ServiceNow has no competitors in the space it operates. It is best in class, and it really is just a decision on a specific module of ServiceNow against what ever other tool you are comparing against it. As a whole, the out of box ITIL package is best in breed.
November 12, 2018
One of the best Software for ITSM and ITOM needs
ServiceNow is much better than Salesforce Service Cloud and it has more functionality and better ways to manage incidents and problems as compared to the competition. Oracle Service Cloud comes close but I will recommend ServiceNow unless you are an Oracle shop. If you lots of other Oracle product then connectivity with Service cloud can be better and they talk the same language.
September 28, 2018
ServiceNow is our modern day customer communication tool
We used an in house created system for many years and began to find many issues with it. It was hosted in house and created many issues for us. ServiceNow being cloud based has made accessing it so much easier for both us and our customers. We are bale to place a simple link on our website, and it can be accessed by anyone!
August 22, 2018
ServiceNow for Success
Task management is easy in ServiceNow compared to JIRA, Freshdesk, and other tools. Asset management and change management is easy in ServiceNow. Community support is the major advantage for ServiceNow. The API and extensibility of ServiceNow are very high. Considering Capability, Ease of Use, Pricing, Support, Community Support, and 3rd Party Integrations, ServiceNow has the upper-hand.
Transitioning over to SN was a concise and easy process. No data loss and not a long wait to be up and running. The biggest notice off the bat was how much quicker and simpler SN is to use compared to predecessors. Customization and Reporting. Everyone wants his/her own report with specific content, organized in a way pertinent to them. SN allows for this, and more!
March 23, 2018
Going from Nothing to Everything
The ease of use from a customers point of view and the integration into the current ITIL Framework implementation were the main factors for going with ServiceNow.
March 16, 2018
ITSM Senior Consultant
The base cloud solution covers the majors needs of the organization, giving the opportunity to deploy the ServiceNow solution very quickly, in weeks, rather than months as is the case with with BMC Remedy.
We previously had our Change management process in Sharepoint which was cumbersome and very manual. Bringing this process into ServiceNow was one of the best things we could have done. With Zendesk, we decided to use that system for another department and it just doesn't provide the customizability and ease of use when creating workflow rules and triggers to automate an incident or change management process. Finally, Salesforce has the capability and features of a robust CRM but there is no incident or change management out of the box. Customizing these processes out of Salesforce proved to be too much to take on when we could use a system designed exactly for that need.
February 06, 2018
ServiceNow Review for Business and Technical Teams
ServiceNow is a leader in this space but as with all complex tools there is an overhead in terms of management. I would always take the SaaS option and work with ServiceNow to implement any major changes.
January 31, 2018
Simple and Easy to use. But, prepare to pay for consulting
- TraceGP and CA Service Desk Manager
Easier to a user, easier to setup, cover all aspects of ITIL, better than other options. TraceGP needed to be customized for our environment to "learn" ITIL. And CA option was a huge elephant, slow to set up. Not that ServiceNow is THAAAT fast, but certainly is faster to deploy compared to these two tools.
January 17, 2018
ServiceNow from an IT and call center perspective
- PeopleSoft and SugarCRM
Servicenow is considerably less cumbersome from a maintenance perspective compared to both SugarCRM and PeopleSoft. The costs can be considerably higher than SugarCRM if you already have an in-house development team and can allocate their time, but the flexibility and polished feel of service now still puts it far ahead of both. Servicenow has much more of a "modern application" feel and feature set than the other two platforms I have CRM experience with.
December 21, 2017
ServiceNow Review
Initially we regarded CA, BMC and ServiceNow. From the start, the ServiceNow approach was appealing to us. Features such as: best in class according to analysts, cloud-based to ease the complicated upgrade cycles, an enterprise platform to address more than just service desk, a potential roadmap for business process integration to name just a few. Then we decided to go to an RFP with integrators to propose the best platform for our requirements, they all came back suggesting ServiceNow.
December 15, 2016
ServiceNow Rocks!
November 15, 2016
ServiceNow: Single system solution for all Hassles!
Score 9 out of 10
Vetted Review
Verified User
ServiceNow is very easy to understand, use, automate, and integrate. It provides various other exceptional features.
October 03, 2016
Harness the underlying platform and anchor yourself to a philosophy, because everything else can be changed
- BMC Track-It! and BMC FootPrints Service Core
When we reviewed BMC offerings and compared with ServiceNow in late 2012, ServiceNow had the most flexibility and I believe still has the most flexibility if you're comfortable with the underlying platform and have a strong guiding service philosophy. You can make the tool do anything, but the real questions are "Why?" and "What are you getting from doing it that way?" Most ITSM tools are just tools, whereas ServiceNow is a tool that was used to make itself. It is a platform/environment for cloud publishing and they happened to make an ITIL ITSM app on it at first because that's what Fred Luddy knew best, then had faith that IT departments around the world would have the talent to make more meaningful, greater things with it.