ServiceNow and its Strengths
Updated September 25, 2015

ServiceNow and its Strengths

Paul Trupka | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceNow

It is being used by the whole organization for reporting of problems by users, workflow of tickets, implementing a knowledge base and also self service to our company.
  • Integrating with our knowledge base and the ability to attach knowledge articles to tickets
  • The service catalog is very simple and easy for our users
  • Can host a lot of information and integrate it across several modules
  • The change system is confusing and our company does not implement it
  • Adding bookmarks can sometimes be quite confusing and not easy
  • I feel the multitude of options in the navigator can make browsing sometimes a difficult task
  • 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
I was involved with a migration from HP Service Manager to ServiceNow, and the difference between the two was quite obvious right away. ServiceNow offers more features, more integration, a more friendly user interface, the list goes on and on. Unfortunately this is the only comparison I can personally make, but there was no doubt that ServiceNow was the stronger of the two.
I would tell people that ServiceNow is definitely more helpful to larger organizations that can more heavily utilize all of the features of the software. Both of the instances I have used ServiceNow in have been larger companies and found that there was always a way to integrate almost anything that was requested into ServiceNow.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
Self-service tools
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement

Using ServiceNow

15000 - Every aspect of our business uses service first, from support to everyday employee. Support staff uses it as a ticket tracking system, request fulfillment, problem tracking, along with integrated knowledge base and solution center. The everyday users in our business use the system to enter their own tickets and requests, along with keeping track of their requests and also a self-service portal.

Evaluating ServiceNow and Competitors

  • Price
  • Product Features
  • Product Usability
  • Vendor Reputation
Unfortunately I was not involved in the decision to purchase the software.
I was not involved in the process of choosing Service First.

ServiceNow Support

I have not specifically used support for service now myself, but I have heard from other co-workers that they are pleased with it.
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response

Using ServiceNow

I have used Service Now with two different companies and found in both instances that it was very easy to use and get comfortable with. I like the fact that it is web-based, providing an opportunity to use from home when needed. I also have used other forms of service delivery software and so far have found Service Now to be far and away the easiest to use.
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Opening and closing of Incidents
  • Addition of modules
  • Integration with tools such as AD
  • Adding bookmarks
  • Finding information about users within the system
  • Adding notes to incidents as there are several options for where this can happen