One of the best Software for ITSM and ITOM needs
Shalindra Singh | TrustRadius Reviewer
November 12, 2018

One of the best Software for ITSM and ITOM needs

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ServiceNow

I am a consultant and do works towards ServiceNow Implementation and Integration at end customers. Since I work with various customers in various verticals and domains, I come across a wide variety of use cases that ServiceNow can resolve and the way it can be implemented to achieve it. ServiceNow is known for ITSM solution. But in my opinion, ServiceNow very well works for ITSM, ITOM solutions. Nowadays ServiceNow has also launched their HR and CRM solution but I have not used those much.
  • 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.
  • I cannot answer w.r.t. to my organization as we internally do not use ServiceNow but there are lots of customers who are the happy customer and got benefited with ServiceNow. This is a good product and provides better ROI.
ServiceNow is much better than Salesforce Service Cloud and it has more functionality and better ways to manage incidents and problems as compared to the competition. Oracle Service Cloud comes close but I will recommend ServiceNow unless you are an Oracle shop. If you lots of other Oracle product then connectivity with Service cloud can be better and they talk the same language.
If the requirement is for internal IT management or Service Cloud (operations) internal or external, ServiceNow is a perfect solution. ServiceNow is moving towards becoming a complete ERP but it will take some time to reach there.

ServiceNow Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Service restoration
9
Self-service tools
10
Subscription-based notifications
9
ITSM collaboration and documentation
10
ITSM reports and dashboards
8
Configuration mangement
9
Asset management dashboard
8
Policy and contract enforcement
8
Change requests repository
8
Change calendar
8
Service-level management
9