Item: ServiceNow IT Service Management
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use ServiceNow for managing support incidents and change management.

Pros and Cons

Support ticketing.
Change management.

A cleaner interface would be nice.
Attachment management.

Return on Investment

We now have the ability to track ALL tickets and hours spent on them.
Change management has saved countless hours tracking back disruptions.

Alternatives Considered

Ivanti Service Manager (powered by Heat) and ManageEngine ServiceDesk Plus

Both Heat and ManageEngine were convoluted, too complex and very hard to use, especially from the end-user perspective, and also from the support team. ServiceNow, on the other hand, is very intuitive and more user-focused than the other products making the users feel welcome and encouraging them to use the system.

Support Rating

Every time we have had a need to contact support it has been pleasant and they have resolved our issues with no problem.

Key Insights

Do you think ServiceNow IT Service Management delivers good value for the price?

Yes

Are you happy with ServiceNow IT Service Management's feature set?

Yes

Did ServiceNow IT Service Management live up to sales and marketing promises?

Yes

Did implementation of ServiceNow IT Service Management go as expected?

Yes

Would you buy ServiceNow IT Service Management again?

Yes

Other Software Used

Crossware Mail Signature, Condeco Meeting Room Booking, Citrix Gateway (formerly NetScaler Unified Gateway)

Likelihood to Recommend

Over the years I have tried multiple ticketing and change management systems and Service Now is by far the simplest to use, but without compromising any of the functionality or configurability of the other products. And being a cloud-based system, the maintenance is almost non-existent which is always a plus.

A support ticketing system that works and is easy enough for end users to navigate

Overall Satisfaction with ServiceNow