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…
ServiceNow IT Service Management Review
ServiceNow IT Service Management Review for TrustRadius
Tech guy with 15 years of experience annoyed with ServiceNow.
ServiceNow Overall a wonderful tool!
Great Service Management Tool
Best ITSM Tool in the Market
ServiceNow: Perfect for large IT Departments
ServiceNow really does provide service NOW
ServiceNow IT Service Management is the ultimate tool
ServiceNow IT Service Management in Reality
Addresses the main ITSM areas …
ServiceNow: A tool that can handle challenges when you're ready!
ServiceNow IT: The Best ITSM Tool You Must Have!
SNOW ITSM needs simplification
ServiceNow IT Service Management Review
Great tool to track and tackle down incidents
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
- 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
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.8Organize and prioritize service tickets(66) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.6Expert directory(50) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 7.6Service restoration(55) Ratings
Impact assessment and automated fixes for common problems
- 9Self-service tools(64) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 7.6Subscription-based notifications(62) Ratings
Users subscribe to notifications for ticket updates
- 8.3ITSM collaboration and documentation(59) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 8.8ITSM reports and dashboards(61) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 8.2Configuration mangement(59) Ratings
Database for tracking and reporting all business assets
- 8.6Asset management dashboard(58) Ratings
Dashboard showing organization's software portfolio
- 8.7Policy and contract enforcement(52) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 7.6Change requests repository(61) Ratings
Single repository of all planned changes and releases
- 7.4Change calendar(55) Ratings
Calendar showing change schedule to stakeholders
- 9.1Service-level management(57) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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
Comparisons
Compare with
Reviews and Ratings
(493)Community Insights
- Business Problems Solved
- Pros
- Cons
- 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
(1-2 of 2)The Next Generation IT Service Management
- Utilize ServiceNow API’s to perform integrations with 3rd party applications and also automate the ticket creation process as applicable.
- Restore service after an unplanned interruption by investigating the root cause of an incident or escalating it to a major incident to quickly resolve critical service disruptions. ITOM CMDB is a must have for this scenario.
- Improvement in mean time to respond (MTTR) for all Incidents. Reduce incident response times and improve the mean time to restore service (MTRS) for all Incidents.
- ServiceNow supports a subset of the standard functionality on smartphones and similar devices, allowing mobile users to remotely access their ServiceNow instances to perform common tasks. This improves the ITSM processes and increase the level of accessibility for all our customers.
- Reporting. Building Reports need unnecessary scripting unless you have activated paid plugins performance analytics.
- Some of the API's which comes with ServiceNow support.
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- 90%9.0
- Service restoration
- 100%10.0
- Self-service tools
- 100%10.0
- Subscription-based notifications
- 100%10.0
- ITSM collaboration and documentation
- 100%10.0
- ITSM reports and dashboards
- 90%9.0
- Configuration mangement
- 100%10.0
- Asset management dashboard
- 100%10.0
- Policy and contract enforcement
- 100%10.0
- Change requests repository
- 100%10.0
- Change calendar
- 100%10.0
- Service-level management
- 100%10.0
- Ease of deployment. Migrating from one instance to another. Loading Data.
- Options to customize, fewer overheads managing the application platform as a service. No hardware/database cost.
- Dashboards for management to track SLA's and service impact in the event of a major incident.
- Embrace ITIL best practices across the organization.
- Various modules within ServiceNow integrate very well with each other.
- Incident Management and Root Cause Analysis
- Service Catalog, Request Fulfillment
- Integration with Monitoring Tools Orion and Splunk
- CMDB to improve MTTR (Mean Time to Resolve) and MTRS (Mean Time to Restore Service)
- Incident Maps and Dashboards for Management to track SLA's
- Integrate with SharePoint, SCCM.
- Build custom applications on ServiceNow platform based on organization requests. Build Custom App for HR
- Inventory Management. Scan asset based on barcode information and import data directly into Service Now as a CI.
- Price
- Product Features
- Product Usability
- Product Reputation
- Vendor Reputation
- Implemented in-house
Incident Management, Request Management, Knowledge Management
Change Management,
Asset Management
Procurement Management
ITOM
- Setting up ITOM, MidServer configuration and access needed to get pass the Firewall.
- Customization to meet Business requirements
- Dashboards
- Moving from one instance to another
- Reporting
ServiceNow is engineered for your success.
I can honestly say that I have never been let down by the platform to meet a business goal - even those that might not be possible with other tools. The platform is extremely versatile and easily configurable to meet, thus far, any need.
- Incident Management is the obvious first choice. It arrives out of the box (OOB) fully able to meet the needs of an ITIL compliant/guided Service Desk. The relatively low amount of configuration (usually data and/or special use needs) required to get up and running in an enterprise means that you can immediately be productive with the product and begin identifying mission critical concerns that impede your business success. The #1 benefit, in my estimation, is that the product prevents issues from falling through the cracks. Clients will no longer fail to get resolution because their incidents get lost, passed over or simply forgotten.
- Change Management, always a challenge, benefits from the task based nature of ServiceNow. When combined with the Configuration Management Database and the intrinsic Workflow Manager, ServiceNow provides an integrated set of tools to respond to IT change processes. When integration of Incident, problem and change are in place an enterprise has all it needs to identify concerns, investigate root cause, make critical changes or reparation expediently. The platform also provides for executive level (and deeper) reporting to identify trends of service improvement - or degradation.
- Keep in mind that the tool does not necessarilly require a troop of developers to configure. Most configurations and behaviors require either no or a only a few simple javascript code lines to accomplish. Very often the stakeholders themselves can perform the module changes they need.
- While the individual topic modules are excellent, they would be less effective were it not for the notification engine that permeates the entire platform. Keeping everyone on the same page is a snap. Customer facing communications are separate from internal facing communications. Messages are automated at configurable ticket state changes, at defined events in the system, on the fly in a task form... The methods are email - easily customized to be branded and even personalized by user or department, and SMS notifications.
- Complex reporting is an area that still needs improvement. It is not yet possible to obtain parameterized reporting. In truth, this is the only function of the platform that I would count down.
From sales discussion through to GoLive! deployment, ServiceNow excels. Secure access, multi-function modules, unified data source, open access web services architecture, (pardon the phrasing but:) idiot-proofed configuration layer - dangerous coding is caught and prevented at several interpreted layers of execution. It is scalable and extensible.
Additionally, I would be remiss to fail to mention that ServiceNow as a multi-domain platform install provides all the benefits mentioned in a virtually turn-key managed services platform product.
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- 100%10.0
- Service restoration
- 70%7.0
- Self-service tools
- 100%10.0
- Subscription-based notifications
- 100%10.0
- ITSM collaboration and documentation
- 100%10.0
- ITSM reports and dashboards
- 100%10.0
- Configuration mangement
- 90%9.0
- Asset management dashboard
- 100%10.0
- Policy and contract enforcement
- 100%10.0
- Change requests repository
- 100%10.0
- Change calendar
- 100%10.0
- Service-level management
- 100%10.0
- This is not my area of focus. However, I am able to work, literally, anywhere in the world because my function, my 'job' is online. That is invaluable to me.
- Relative to the question, however, I can honestly say that most of my clients have benefited from the fact that implementing ServiceNow in their IT architecture has exposed the missing or broken elements of their IT Processes definitions. Invariably the consistent management of all incident or other request tickets has led to immediate service improvement upon deployment. While I am inadequate to put a dollar value on this fact I am certain that each reader with those skills can do so and that the value, alone, will figure favorably in a purchase decision.
- Professional services company
The phase 1 modules are usually Incident, Problem, Change, Service Catalog, Knowledge Management and Configuration Database (either 'Lite" or fully integrated). These core modules, once deployed into a production environment, will provide the greatest initial impact on the ITSM needs of an enterprise. The ROI is usually evident within the first year.
Afterward, other modules are typically developed/configured in-house. If the original deployment was a develop-with (a shared responsibility development plan where the professional services agents assist the client's developer staff to accomplish the goals as well as to teach and coach) this is likely the case. Custom applications and integration with thirrd party tools may still require assistance but usually SMEs within the organization are all that may be required.
The final phase is to make the product/platform attractive. The platform has its own internal CMS. With a little schooling a competent web designer can skin the customer facing pages to conform to the branding and quality requirements of the corporate web presence.
[Remember that this is done LAST!]
- Knowledge of process is always paramount to success. You absolutely must know why you are performing an activity and what your goal is. Without a clear definition the results will not be as desired.
- Do not lie to the system. Many times I have been asked to do something that is ultimately foolish. An example is to permit the facts of a change request to be changed after the fact when an error is identified. This is always a bad idea because the purpose is to identify faults and correct them. Changing the historical record to be only a solution eradicates the thinking and errors that led to the problem. Merely providing the answer fails to maintain the reasons why the problem came into being. The correct solution is to simply permit post activity comments. The additional observations and solution details will remain relevant and in context to the concern.
- Do not lie to the single source of record.