ServiceNow is THE BEST!!
February 15, 2019

ServiceNow is THE BEST!!

Jonathan Ayers | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ServiceNow

ServiceNow is used in our organization for internal tickets as well as with our customer facing requests. It is used for ticketing, asset management, and software management.
  • Asset management - ServiceNow provides detailed asset management capabilities.
  • Reports - ServiceNow allows reports that can be endlessly customized to provide any information.
  • Software Management - ServiceNow allows serial number and software deployment information to be centralized.
  • Customer Interface - ServiceNow can be difficult to use at first. It does require some initial training to get the hang of.
  • KB Articles - It really depends on who makes them but even the best KB article can be hard to understand at times.
  • ITIL Interface - The ITIL statistics interface could use some work, can be hard to understand.
  • Excellent ticket management
  • Asset management which keeps costs down
  • Software management also keeps costs down
ServiceNow is BY FAR the best I've used. KACE and Remedy are hard to use and in my experience, don't meet user needs. ServiceNow lets you customize to such a granular level that it's hard to miss anything. Truly the best.
ServiceNow is really suited anywhere. Since it is so customizable, you can make it fit any situation or organization. I like to think of it as a "Swiss Army Knife". The software management piece is really useful, it allows you to manage software deployment and serial number management. It also has a self-service feature that allows users to submit requests through templates that gather the pertinent information. I've used other systems like Remedy and KACE but ServiceNow is by far the best I've used.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
10
Expert directory
7
Service restoration
8
Self-service tools
8
Subscription-based notifications
7
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
7
Change requests repository
10
Change calendar
10
Service-level management
10