ServiceNow product review
September 18, 2015

ServiceNow product review

Lorena Leonard | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Enterprise Edition

Modules Used

  • Incidents, Change Requests, Problems, Service Catalog, Reports

Overall Satisfaction with ServiceNow

It is used across the whole organization. It is being used for incidents, change requests, problem management, reports
  • Incidents - when configured properly, incidents are easy to create, track, report on, link to change requests
  • Change requests - easy to link to incidents, easy to approve, report on
  • Service Catalog is pretty powerful as well. As well as the knowledge module
  • Incidents and CR - search on keywords could use some improvements
  • Reporting module - more built in reports would be useful
  • IT Asset management can use some improvements as well
  • 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
Very similar products. SN was easier and faster to implement using Covestic. Though the initial implementation was rushed into for us so we didn't get advantage of many features of the product initially. But after a couple of years of using it on a regular basis and using more and more modules, lots of improvements, it is definitely a huge help for our organization. SN is a powerful product and we hope to take full advantage of all the modules and built-in functionality.

SN is well suited for incidents and change requests. Also well suited for problem management. Key questions to ask during the selection process:

What kind of environment is SN going to be used in?

What type of incidents that business has? How many in average?

How many problems do they have and how would they like to track them?

How important reporting on incidents and CRs is?

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Change requests repository
Change calendar
Service-level management