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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
(51-75 of 77)Companies can't remove reviews or game the system. Here's why
- Positive impact - Great ROI due to the ability to automate business processes, which in tern means our agents are more efficient and productive. This had lead to a drastic decrease in the need for additional personnel. Our Care departments were able to save money on hiring less people.
- Negative impact - Because our agents had to use this system along with 2 other CRM systems, we were duplicating our expenditure on systems that had overlapping functionality. This lead to serious consideration into whether ServiceNow was really a necessity when there were other ticketing systems that combined the power of Customer Relationship Management.
- Positive impact - Using ServiceNow brought us the ability to implement ITIL processes and concepts into play, which really helped us analyze how we were doing business and how to efficiently manage all of the IT aspects of our company. This led to efficiencies across multiple organizations, therefore allowing us to restructure and align our business org.
February 06, 2018
ServiceNow Review for Business and Technical Teams
- We operate a ServiceNow first approach for all activity and the tool works well and supports our change advisory boards as well as business change boards.
- We have tried to used it for non-service management business support desks with varying degrees of success.
January 31, 2018
Simple and Easy to use. But, prepare to pay for consulting
- Positive - Integration
- Negative - Costs with consulting.
- Positive - Cloud
January 17, 2018
ServiceNow from an IT and call center perspective
- Reduced the amount of maintenance we were performing in house monthly with our on prem PeopleSoft Window.
- Reduced application downtime, which resulted in callcenter agents re-entering ticket information.
- Increased visibility of problematic recurring issues with specific CIs.
December 21, 2017
ServiceNow Review
- - Able to move away from a complex, very customized platform almost impossible to upgrade without a significant investment
- - Ability to create an enterprise wide platform for ITSM,Incident management, ITAM, and procurement easily integrated with finance and HR
- - A good foundation with off-the-self API integration with major software providers, making it easy for a “best-in-class” architecture approach.
December 15, 2016
ServiceNow Rocks!
- If configured properly, I see a great value-add to our clients' businesses. For exaple, for a standard change for a failed disk drive, the system can automatically create incident tickets, assign it to appropriate groups, and have those groups take actions.
- It increases the accountability and facilitates a smooth flow across different functional groups of an organization
November 15, 2016
ServiceNow: Single system solution for all Hassles!
Score 9 out of 10
Vetted Review
Verified User
- ServiceNow is a great platform and it's having a positive impact on business.
- Our clients have been using this platform for incidents, change, problem, asset, knowledge, and configuration management to simplify, automate and streamline their processes. They are extremely satisfied after implementing ServiceNow for these purposes.
- Because of this, we are getting new business from our customers to develop a Service Portal and various other new requests which is profitable for our organization.
October 03, 2016
Harness the underlying platform and anchor yourself to a philosophy, because everything else can be changed
- Hard to put a dollar amount on ambiguous efficiency gains in service (not operations) departments, but even after >20% company-wide layoffs with the oil price downturn, we were able to keep our high level of service.
- We have just started a pilot program integrating Microsoft SCCM with the Service Catalog so people may request software installations based on Active Directory group memberships. Its adoption and manpower savings will be how we gauge other automation projects going forward.
- Competitive labor market for experienced ServiceNow developers makes it difficult to find/retain talent, but there are many third-party implementation and outsourcing firms filling the gaps for any short-term projects you may need. Managed Service Providers are another possibility for the long-term.
May 27, 2016
ServiceNow, Service Tomorrow, Service Forever
- Centralized system for dealing with service issues
- Makes change management easier
- Project management tools aren't great for planning sessions
March 28, 2016
Power to simplify
- Replaced 3 different tools with just ServiceNow
- ServiceNow takes quite a bit to set up and configure initially. . .then, to add features takes some expertise
March 25, 2016
ServiceNow a technical review
- ServiceNow has has a positive impact on the business by allowing the flexibility of having one central platform to manage the business from.
- Enhancements to native knowledge functionality resulted in $160k annual savings in time spent by the knowledge team
- Deployment of the Service Catalog saved a significant amount of IT resource time; splitting request from incident also produced better metrics which in turn identified further opportunities
December 23, 2015
Service-Later
Score 1 out of 10
Vetted Review
Verified User
- Negative ROI - bad customer service
- Negative ROI - decreased efficiency
- Negative ROI - slower lead conversion
September 26, 2015
ServiceNow is engineered for your success.
- 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.
September 25, 2015
ServiceNow at NIDCR / NIH
- Keeps techs accountable
- Keeps users accountable
- Allows to track efficiency of techs.
September 25, 2015
ServiceNow and its Strengths
- Ability for users to open their own tickets, causing fewer calls to the help desk
- Ability to order items using the service catalog, expediting these types of issues
- Support staff can quickly and easily handle and prioritize tickets for completion
September 18, 2015
ServiceNow product review
- Initially it was hard and time consuming to get everyone to use the new tool. Getting everyone on the same page and be consistent. After the initial learning curve, we definitely saw an increased employee efficiency.
- After the implementation, we definitely noticed better customer service. Helped with communication between all parties involved in the incidents, CRs, problems.
- ROI - overall SN has a positive ROI
September 18, 2015
ServiceNow: Our cornerstone system
- We have a much better idea of why customers are calling in and why systems are failing due to the incidents we have created and the easy way it integrates with our troubleshooting trees for our CSRs. This has lead to improvements on our technology and products to deliver a better customer experience.
- Because we have been able to integrate our NMS tools with ServiceNow, we are able to have shorter calls with our customers as we are able to provide our CSRs with more troubleshooting tools.
April 08, 2015
ServiceNow Pros and Cons
- Central Point of source
- Better relationships between components(CIs)
- Understanding of the IT Services(Change Management, Incident Management,Problem Management)
September 29, 2014
Eureka! ServiceNow is SaaS for the MaaSes.
- Reduced Average Handling Time for Incidents
- Increased % of Incidents & Requests from Self-Service
- Lower average change duration with orchestration
- Higher recurring operational expenditures in comparison to traditional perpetual license model
- Lower storage costs due to SaaS (does this offset subscription costs?)
- Lower systems administration costs (does this offset subscription costs?)
- Equal or higher application administration costs (People are still the most important factor in an implementation)
- Lower database administration costs (does this offset subscription costs?)
- Equal or higher upgrade costs
- SaaS Vendor lock-in Potential
- Higher % of Incidents resolved at the front-line with password reset automation via orchestration
August 09, 2014
ServiceNow, a system I don't have to worry about failing me
- Supports speed to delivery
- Supports single interface to support multiple platforms
- Provides incentive to understanding ITIL/DevOps/Agile as it's prebuilt areas support these frameworks
August 07, 2014
ServiceNow--the next best Enterprise ITSM tool
- Increased productivity
- Faster customer service
- Better audit control and audit log of activities
August 06, 2014
ServiceNow = Satisfied Customers
- Faster Call Handling Time
- Lower Call Escalation Rates
- Reduced Call Volume
- Enhanced Customer Service
- Higher Overall Customer Satisfaction
August 05, 2014
Disgruntled IT Lead Finally Finds Product Worth Using
Score 9 out of 10
Vetted Review
Verified User
- Better customer service
- Easy learning curve
- Better reporting
- Increased Problem Management efficiency
- Increased Change Management efficiency
- Helpful for CM to track Configuration Items and product versions