A versatile ITSM solution
Anonymous | TrustRadius Reviewer
February 16, 2019

A versatile ITSM solution

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ServiceNow

At my previous job, working at Florida State University, we had a massive inventory of computer systems and other IT equipment that we were responsible for managing. We needed a robust IT service management system and after careful evaluation of several products, we decided to go with ServiceNow. It's an excellent IT service management solution that can handle inventory tracking, incident reporting and ticketing, and a self-service portal. This tool was used by the IT department across the whole organization.
  • An extremely robust system that is highly scalable and capable of handling the full-service management needs of any large organization.
  • Features an easily searchable knowledge base that can be handy for issue resolution.
  • As a ticketing system, it is extremely configurable and provides great reporting functionality.
  • Major updates to the product can sometimes bring about a lot of changes that make it difficult for the staff to keep themselves at pace with the product.
  • Pricing model can be a deterrent for smaller enterprises.
  • Ever since migrating from Jira Service Desk, we've had an excellent experience with ServiceNow. It acts as a one-stop shop for our entire ITSM needs. By getting rid of auxiliary tools and systems we've been able to improve the efficiency of our department by quite a lot.
ServiceNow is like a Swiss army knife for IT services management. It is great for asset management, bugs/issue tracking and now, with advanced analytics, it can provide trend analyses and metrics on different scenarios.

ServiceNow IT Service Management Feature Ratings

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