ServiceNow...a serious ITSM tool for the serious organization
Anonymous | TrustRadius Reviewer
February 06, 2019

ServiceNow...a serious ITSM tool for the serious organization

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ServiceNow

ServiceNow is a fully integrated part of our corporate intranet. It is used to allow users to open service requests ranging from technology issues to HR issues, to facilities issues. ServiceNow (aka SNOW) is used across our entire organization. Because it is full-featured and a fully integrated solution, we no longer have multiple systems by which problem tickets and/or requests are opened and managed. This unified system improves efficiency and enhances the overall user experience.
  • Fully integrates with custom web solutions.
  • Provides detailed control of user security by user, role, network group, etc.
  • Offers a full-featured tracking system which allows attachment of documents and other objects.
  • ServiceNow offers to many options that it is sometimes difficult to navigate.
  • The ServiceNow documentation, while comprehensive, is provided through a completely separate window rather than being integrated directly into the system.
  • The mobile interface is sufficient but performance is a bit slow.
  • ServiceNow has positively impacted ROI as it has improved the efficiency of request handling.
  • It has had the positive impact of allowing our organization to standardize on one ticketing tool eliminating a number of others.
  • A negative impact on ROI has been the licensing cost of ServiceNow. Being the premier ticket management system, it definitely has the price tag to match.
ServiceNow is a much more complete, robust, cloud-based product than BMC Remedy. The ServiceNow interface and customization tools are very robust allowing customization as needed.

Because the Remedy interface is a bit more simplistic, it is likely a better solution for a quick implementation without a lot of planning. Proper implementation of ServiceNow requires a significant investment in planning before customization commences.
ServiceNow is well suited for the large organization with multiple locations. Because it is web-based, it is easily accessible throughout the entire organization. However, depending upon your implementation, it can be a bit technical and cumbersome for the less technical user. I would not recommend ServiceNow for any type of publicly accessible interface as there are likely much less complex, and certainly less costly solutions.

ServiceNow Feature Ratings

Organize and prioritize service tickets
10
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
9
Subscription-based notifications
6
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
8
Change requests repository
10
Change calendar
Not Rated
Service-level management
9