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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%
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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.
Attribute Ratings
Reviews
(26-50 of 78)Companies can't remove reviews or game the system. Here's why
February 04, 2020
Great for large scale orgs 10k plus
- 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
- Flexibility
- Feature set
- Difficult to use
- Lacks clarity
- Support ticketing.
- Change management.
- A cleaner interface would be nice.
- Attachment management.
December 12, 2019
Great information repository if configured correctly
- 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
- 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
- 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
- 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.
- Uptime is amazing. We have never had a ServiceNow outage that I'm aware of.
- Incredibly customizable. We regularly adjust ServiceNow to suit our specific needs.
- Great integration with other software. The RESTful API is outstanding and the ability to create intermediate tables for data transformation makes it very reliable and customizable.
- Outdated interface. If you missed the 90s and the early 2000s, get ServiceNow now!
- I wish there was a warning when you're about to customize a core element of the product. That kind of customization can cause problems with upgrades in the future.
- Developing in a domain-separated ServiceNow environment can be a bit of a nightmare.
March 11, 2019
ServiceNow
- The interface in terms of Incident and Request Management between Supplier, Business and Customer is simple and efficient.
- Many changes to inventories can be made in real time.
- The plug in modules are good but a high level of customisation is also possible.
- When I click on an item on the left hand pane, it would be nice if ServiceNow could show a summary at the top of where I currently am in ServiceNow, similar to Windows Explorer. An example of this is: If I click on "User Administration - Users" All it shows is Groups at the top left of the right hand pane. What I'm asking for is that is shows the full path of where I currently am. This would also apply to SvcNow links that are sent to me.
- My first point also also applies to ServiceNow links that are sent to me.
- If I look at software models and then return to a specific request, the moment I approve it the screen jumps to the models before I've had a chance to populate a task.
February 22, 2019
ServiceNow Review
- The audit functionality is incredibly powerful. If well managed, it allows service desk users to gain insight into support queries and their history from start to finish.
- I like it much better than our previous incident management software. I love the ability to run reports and have it create graphs/charts to present to my manager about call tickets.
- It's highly customizable while still being beginner friendly. It's fast, easy to use, and snazzy when it comes to the UX experience.
- Some features are hidden from you at the very beginning. If you want to go advance mode, research is required, aka there is a learning curve.
- The mobile view doesn't let us see the full stream of comments on the ticket.
- There are a lot of tabs that hardly anyone uses but still appear on the dashboard. Should be more control over what is displayed.
February 19, 2019
Great tool! The market leader for a reason!
- It does a great job building a CMDB based on data scanned by ITOM. We have looked at lots of competing products and they all require a ton of manual interaction to build a CMDB. The ServiceNow product is the most automated solution we have found.
- The ITSM product is best of breed and provides all the bells and whistles including chat and automated actions like password reset and machine reboot.
- The service mapping feature is very nice as it will map the root URL of your applications and create relationships needed to build the visual topology map.
- It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
- The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
- The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
February 17, 2019
A versatile ITSM solution
- An extremely robust system that is highly scalable and capable of handling the full-service management needs of any large organization.
- Features an easily searchable knowledge base that can be handy for issue resolution.
- As a ticketing system, it is extremely configurable and provides great reporting functionality.
- Major updates to the product can sometimes bring about a lot of changes that make it difficult for the staff to keep themselves at pace with the product.
- Pricing model can be a deterrent for smaller enterprises.
February 15, 2019
ServiceNow is THE BEST!!
- Asset management - ServiceNow provides detailed asset management capabilities.
- Reports - ServiceNow allows reports that can be endlessly customized to provide any information.
- Software Management - ServiceNow allows serial number and software deployment information to be centralized.
- Customer Interface - ServiceNow can be difficult to use at first. It does require some initial training to get the hang of.
- KB Articles - It really depends on who makes them but even the best KB article can be hard to understand at times.
- ITIL Interface - The ITIL statistics interface could use some work, can be hard to understand.
February 13, 2019
ServiceNow - a Great choice for ITSM for any sized company
- Incident Management -- Calls to Incidents to Problems for tracking of issues.
- Reporting -- very intuitive User interface to create reports, dashboards, and other metrics.
- Ease of Integration -- Has many API's exposed to integrate with other systems.
- Complex reporting requires data extracts.
- Initial Setup (Lookup Data - Groupings and Categories/subcategories) must be done correctly or it can impact your ability to expand in the future.
- Creating of users and user groups must be thought out and you must understand specifically what roles and tasks are to be completed in ServiceNow.
February 11, 2019
ServiceNow - Fully Integrated
- Reports and Services dashboard is altogether a new evolution which cannot be beaten by any other tool in the market.
- A change request which is basic for any enhancement or development project can be tracked flawlessly in this.
- It even provides a knowledge management feature with approval flow. and if your project has Agile, Waterfall methodology even it fits best.
- I don't like the email notifications this program generates.
- Some of the required approvals are not relevant to our organization and become a bit of a hurdle for us.
- At times, too many modules are introduced, and improvements to the existing ones are slowed down.
February 08, 2019
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.
February 06, 2019
ServiceNow - Robust and scalable with all the details
- ServiceNow does a great job in creating a one-stop shop for ticketing for any organization large or small. The system has the ability to scale easily to both internal and external customers.
- ServiceNow has the ability to scale beyond ticketing to include contract and project management modules to further support one single operation for administration.
- ServiceNow integrates very well with Microsoft Active Directory.
- ServiceNow has a very robust set of permissions and rules you can apply for a high level of security.
- ServiceNow knowledgebase is limited for self-learning on how to use their features.
- ServiceNow sometimes has a very linear approach to some workflows or assignments where there could only be one child/parent relationship.
- The ServiceNow features for Project Management serves its function is rather cumbersome. The dependencies aspect or predecessors or successors options are rather limited. It is more focused on hours planned vs hours worked then dependencies.
- ServiceNow customer support is hit or miss. They could serve to have more self-help step by step articles.
- ServiceNow needs to have a better export or import features for their Project Management module.
February 06, 2019
Service Now is Amazing!
- Organizes tickets very well.
- Allows multiple users to interact at one time on a ticket.
- Having the option to have multiple categories is also nice.
- The ability to reopen a ticket even after it is closed for final. We then have to recreate the ticket.
February 06, 2019
ServiceNow...a serious ITSM tool for the serious organization
- Fully integrates with custom web solutions.
- Provides detailed control of user security by user, role, network group, etc.
- Offers a full-featured tracking system which allows attachment of documents and other objects.
- ServiceNow offers to many options that it is sometimes difficult to navigate.
- The ServiceNow documentation, while comprehensive, is provided through a completely separate window rather than being integrated directly into the system.
- The mobile interface is sufficient but performance is a bit slow.
December 28, 2018
ServiceNow - which problems can't you solve with it?
- Request Management - ServiceNow's front end facing catalog is a fantastic cost-wise approach to expose the repetitive request-able functions your organization can offer to your company. Cost/Chargeback functions can be included effortlessly. Baking in Knowledge throughout the catalog like experience (to promote self service) is effortless. If you can organize your team into repeatable processes, then ServiceNow can take everyone out of email and spreadsheets, and into a fully transparent, documented, automated workflow to deliver each and every step of that process.
- Alerting / Monitoring - ServiceNow provides the tables/functionality you would need to store, organize and report on all monitoring tools in your portfolio. Importing information into ServiceNow is decidedly easy. Enriching data within ServiceNow is straightforward and benefits from all other business / infrastructure related content that you store on the platform. Using Discovery alongside monitoring tools provides the capabilities and flexibility needed to protect and run daily operations needed to support a growing and thriving company that Wayfair is.
- CMDB / Discovery - Very easy, licensing the technology that comes with Discovery is the single easier decision you can make to provide the level of support, transparency and consistency your infrastructure teams require to stay ahead of issues...and act quickly when they are happening.
- Backend Support - If you size dictates it, purchase the technical support from ServiceNow. They react quickly and with a solution your team can actually use to solve both short and long-term roadblocks.
- Pricing - we all want to expose as much as our data as we can, internally. Easy reporting makes happy employees, and happy employee's stay productive. ServiceNow allows you to expose a front-end catalog like experience to all users in your company...but restricts their intuitive and fantastic back-end reporting capabilities to a subset of paid (sometimes expensive) users. The trick is finding our where you can and cannot compromise on functionality and experience. Sometimes you need to buy a license for a team, sometimes you can provide on-demand reporting functionality. Really depends case by case.
- Widget Flexibility - Allowing non-dev users to build their own widgets. Make the tool more friendly (no-code) to non-development/front-end only users. I would love to support a widget or piece of functionality which allows users to customize their ServiceNow catalog experience or reporting without my team's involvement.
- Better back-end reporting - reporting on system tables or core data is not always accessible via ServiceNow reporting/logging. I have often found myself at a roadblock to report on simple statistics like page views or number of clicks. We want to understand how our users are engaging in the platform, but there is a lack of reportable tables/metadata to help us build this picture.
November 12, 2018
One of the best Software for ITSM and ITOM needs
- ITSM functionality is very strong and available out of the box where you might want customization as per your organization need.
- Another Strong point of ServiceNow is easy customization as per the requirement. Creating new fields or new modules or even new applications are easy and provides lots of flexibility even if being a cloud application.
- ServiceNow is focusing a lot of platforms and provides the opportunity to build many things as per the need if something is not available out of the box for certain customer specific requirements. Or it's even possible to partner and build the solution and sell the same from ServiceNow marketplace.
- The platform is not as mature as Force.com and needs a little improvement where a customer may require the least amount of coding.
- Creation of new application or modules requires some sort of coding skill. It is not pure drag and drop.
September 28, 2018
ServiceNow is our modern day customer communication tool
- I like the ease of setup and access for all users within the system, including our employees and customers.
- I like that we can personalize our ServiceNow site, which we have branded iServe for our customers.
- I like that we can use the system similar to our social media accounts, and pass along news to our users.
- The only issue we have had thus far is that it doesn't integrate with HubSpot, without going through a third-party.
August 22, 2018
ServiceNow for Success
- Usability of ServiceNow is very easy and users feel it is simple to use its UI for automating processes
- Integration of ServiceNow with any system is smooth with its flexibility and technology
- Processes are clearly defined and automation allows for easy implementation of workflows
- The user interface of SN is not friendly for process automation tools like BluePrism etc. Need to use images and keyboard shortcuts, instead of UI elements
- The application is slow if we did more customization
- Works well with some specific browsers
- Navigation is fluid and easy to follow.
- Customizing views to suit your need is a breeze.
- Generating reports that you need is "fun" as there are many built-in options as well as the ability to create your own.
- Exporting reports in various formats help as different clients prefer different products.
- Sometimes too much, is just that; too much. SN offers so much, that you can kind of get lost in all its features.
- Color customizing would be nice for those with visual impairments.
- Cost is steep, but you do get a lot.
March 23, 2018
Going from Nothing to Everything
- Incident management reporting has been the central focus of our organization. The knowledge base scripts provide a method for both our customer and help desk personnel to resolve issues very quickly.
- The change management provides a central portal for leadership to be aware and discuss upcoming changes.
- Part of the change management and incident management components is its integration with inventory. This allow us to identify systems that were affected or caused an issue in the past.
- Quantitative trend analysis - There isn't a report that can be provided that can quickly identify a failing system.
- Process dependencies - Some process require certain departments to be notified. Such as a new PC installation in a new office. There isn't a way for the users to identify everything that is needed, or a systematic way to build process dependent activities and notifications into the service.