ServiceNow: A tool that can handle challenges when you're ready!
June 01, 2021

ServiceNow: A tool that can handle challenges when you're ready!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ServiceNow IT Service Management

Our organization uses ServiceNow as our IT [Service Management] tool across the organization. It provides IT with a tool to manage incidents, problems, changes, releases, tasks and more. For our customers, it provides a portal to access knowledge base articles, request catalog items and report issues. Before ServiceNow, we struggled with solutions across multiple platforms.
  • Workflows
  • Change Management
  • User Interface
  • Creating custom search queries
  • Workflow designer
  • Initial Setup
  • More transparency into how IT spends their time on work items
  • More insight for customers on the status of their requests
  • Ability to do more with less thanks to workflow automation of processes within ServiceNow (triaging, notifications, approvals)
ServiceNow feels like a much more mature and complete solution when compared to the other applications we have used or demonstrated. It is definitely a more costly solution to implement and maintain (annual costs) but the benefits at our organization outweigh those costs. ServiceNow gives our organization the ability to grow with many other modules available to us when we are ready.

Do you think ServiceNow IT Service Management delivers good value for the price?

Yes

Are you happy with ServiceNow IT Service Management's feature set?

Yes

Did ServiceNow IT Service Management live up to sales and marketing promises?

Yes

Did implementation of ServiceNow IT Service Management go as expected?

Yes

Would you buy ServiceNow IT Service Management again?

Yes

In a medium to large sized organization, ServiceNow [IT Service Management] will be a good fit. Our organization is only using a small part of the offering from them but it solves many of our business problems. I would not recommend ServiceNow [IT Service Management] for small organizations or organizations that [I feel] are still very early (immature) in their change management process.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
9
Expert directory
9
Service restoration
9
Self-service tools
9
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
7
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
9
Change calendar
9
Service-level management
10