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ServiceNow--the next best Enterprise ITSM tool
August 07, 2014

ServiceNow--the next best Enterprise ITSM tool

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Enterprise Edition

Modules Used

  • Knowledge Management; Incident Management; Release Management

Overall Satisfaction with ServiceNow

ServiceNow was picked to replace the existing numerous tools to support ITSM. ServiceDesk associates perform Incident Mgmt using ServiceNow. Most of the IT services are offered via the Catalog in SErviceNow as a one stop shop.
  • Incident Management
  • Change Management
  • Workflow Management
  • Customising dashboards for business use
  • Better Scripting features
  • Better integration with other tools to draw data
  • Increased productivity
  • Faster customer service
  • Better audit control and audit log of activities
Flexibility to have own "home page views"; better Catalog; uses latest technology
Better pricing and good support coverage.
Some questions to ask are: What are the APIs offered? Is my data safe on your SN cloud? Can you customize my data for better reporting?