Fast And Easy To Use Service Request/Change/Incident Management Tool
Updated February 12, 2020

Fast And Easy To Use Service Request/Change/Incident Management Tool

PAULIUS BUCINSKAS | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ServiceNow

ServiceNow replaced the Cherwell Service Management tool in our organization. We use this tool for Service Request, Incident Report and Change Request management company wide. Different operational teams are using the tool, both internal employees and outside customer service requests and issues escalation. The tool is also used for reporting purposes inside each support team.
  • Faster performance than competitor products.
  • User friendly interface.
  • Does not have a "paste from clipboard" option.
  • Missing some functions in Incident creation option (like adding a table in the description field).
  • Incident resolution is faster by default because the tool is working faster.
  • Ticket creation takes more time because of formatting limitations in the "Description" field.
ServiceNow has faster performance and is easier to use. There's more training material and better product support from the ServiceNow team.
The respond and fix time is very good. Clear resolution of the task requested and also an informative description about any inquiry that was raised.

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?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow IT Service Management go as expected?

Yes

Would you buy ServiceNow IT Service Management again?

Yes

ServiceNow has a lot of useful training material. It is easy to get trained and be able to use the tool efficiently in a short period of time. Fast performance and a lot of different reporting options is a big plus of the tool.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
9
Expert directory
8
Service restoration
Not Rated
Self-service tools
8
Subscription-based notifications
7
ITSM reports and dashboards
9
Configuration mangement
8
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated