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)8.989%
- ITSM reports and dashboards (61)8.888%
- Subscription-based notifications (62)7.676%
Reviewer Pros & Cons
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
- 8.9Organize 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
(494)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
(1-25 of 77)ServiceNow IT Service Management Review
- Searchable activity provided with in form to search kb articles before creating a new issue
- It will take long time to upload data using trasnform maps and import set table
- Excel upload option not provided to load table data using excel sheet.
- Ticket search functionality improved after tokyo upgrade
- Happen some Time outs but that have to do with some huge quantity of software manage for our company
ServiceNow Overall a wonderful tool!
- Prioritize tickets based on SLA.
- Better overview of our Assets in the company.
- Good overview of how many work every IT colleague actually did.
Great Service Management Tool
- Better Operational Efficiency
- Better MIS reporting for Senior Leadership
- One stop repository for all your applications
- Enhanced Controls on change management process
Best ITSM Tool in the Market
- It has surely saved so much money as rather than spending on multiple tools for IT management organizations can spend only on a single tool and manage every on a single platform.
- I like the transparency of work in ServiceNow IT
- It is a very user-friendly tool no training is required to use it. almost everything is self-explanatory
ServiceNow: Perfect for large IT Departments
- New employees easier to train because of streamlined system.
- Old tickets easy to pull up and thus able to resolve issues quicker.
- Able to sort tickets by location and other fields in order to find trends.
ServiceNow really does provide service NOW
- Personally as an end-user, I feel like my issues have been resolved more quickly/don't tend to get as lost when using previous tools.
- Having a centralized place where all questions are asked and all issues are resolved means I don't have to spend time searching for the appropriate team. I can just create a ticket and it's channeled to the appropriate team for me.
- It definitely reduces risks because we have clarity at all times at the status of a project
- It helps a lot on the management side to see the workload of an individual team
ServiceNow IT Service Management in Reality
- Risk mitigation in terms of a better overall view of the infrastructure.
- Increased efficiency in everyone using a standard ITSM tool.
- More transparency into how IT spends their time on work items
- More insight for customers on the status of their requests
- Ability to do more with less thanks to workflow automation of processes within ServiceNow (triaging, notifications, approvals)
ServiceNow IT: The Best ITSM Tool You Must Have!
- Best ROI in class in comparison to other similar tools.
- Saves human mistakes with ITSM strict process adherence.
- Easily acceptable across clients, so no push required to implement.
SNOW ITSM needs simplification
- Overall, positive now.
- Some customization after the first 3 years of implementation made things much more logical and easier.
- The learning curve can be improved by choosing the right service provider to implement the platform.
ServiceNow IT Service Management Review
- I don't have insights to any of the metrics, but since this is one of the main ticket systems we use, I imagine most of the work being done is getting assigned through Service Now.
Great tool to track and tackle down incidents
- Makes it easy to prioritize production incidents.
- It helps looking at your requests and seeing where it is getting stuck.
- Esasy to pull reports.
Service Now--at your service
- Better incident management
- Changes are discussed and evaluated
- Purchase orders are streamlined
How ServiceNow fits our ITSM needs
- With the ability to interface with the product thru their API, we have automated incident creation for several applications as well as automation of Adhoc task creation. This alleviates the need for manual creation which used to happen in the past.
- With the Knowledge Repository, many articles have been written to help end users solve problems without having to call the Help Desk.
ServiceNow is the best tool for technical support ever!
- Annual savings for my organization after deploying ServiceNow was estimated at $900 million.
Good for Ticketing and Efficiency
- It has increased efficiency when distributing user requests.
- Allowed the service desk to handle more things at once.
Fast And Easy To Use Service Request/Change/Incident Management Tool
- Incident resolution is faster by default because the tool is working faster.
- Ticket creation takes more time because of formatting limitations in the "Description" field.
Supporting a call center using ServiceNow
- Positive--ability to track the status of major disruptions, helpful in communicating with impacted users of our services without significant delay.
- Positive--improved visibility into progress of ticket completion.
Great Software for any IT organization
- More Reliable IT Services
- Helps us resolve Incidents Quicker
ServiceNow - At your Service
- There has been no considerable negative impact
Currently the best ITSM application on the market
- Issue resolution and SLAs were greatly improved.
- Faster identification and recovery on outages when IT systems fail.
ServiceNow - Great Features, but Pricey.
- ServiceNow isn't cheap. It's one of the more expensive platforms on the open market, but you get what you pay for.
Great for large scale orgs 10k plus
- Other tools had to be purchased along side it but not too bad of a cost
- The change control management piece helps us make sure services are not down due to change conflicts