ServiceNow - the hard to use workhorse
January 30, 2020

ServiceNow - the hard to use workhorse

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceNow

ServiceNow is used for knowledge-base management (help articles), incident/ticket management (help desk), and lots of internal processes for managing groups, forms, and other internal processes within the IT department. It is used across all of IT internally and then externally for the help articles and incident help tracking (emails). It has grown from originally handling just incidents to doing everything we can possibly think of - which isn't a great thing.
  • Flexibility
  • Feature set
  • Difficult to use
  • Lacks clarity
  • We've rolled 5 different apps into ServiceNow which has certainly saved money, but at what cost in terms of time and frustration?
I have never needed to use ServiceNow support. We support it in house and with all the customization we have done it's best not to rely on external support.

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


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


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?

I wasn't involved with the implementation phase

Would you buy ServiceNow IT Service Management again?


ServiceNow is well suited to an organized IT department who has multiple people with the time to understand and help others use it effectively. Having lots of end users, even IT people, create their own articles and manage tickets is difficult due to a non-intuitive interface. This might be due to how our organization setup and implemented ServiceNow originally. Nonetheless, I find it very difficult to navigate and to remember where things are. Building reports is a struggle. However, it's not my primary role to understand ServiceNow and I only use it 1-2 a week. My advice is to reduce the number of people who need to interact with ServiceNow to a bare minimum. If you can have one person who helps others create and manage help articles and incidents (if they are infrequent) it'll ultimately save time.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
Configuration mangement
Not Rated
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