Great for large scale orgs 10k plus
February 04, 2020

Great for large scale orgs 10k plus

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ServiceNow

Everyone in my organization uses ServiceNow. High level: some people complain about the performance or features but to be honest, there's no way any other application can service a 40k user company. It does a great job tracking requests and other services. I've been a user for a while and it allowed me to easily track requests and open requests for other users. It has a good user interface and an advanced back end for more technical people.
  • Track requests
  • History and archiving
  • Slowness
  • It costs more to integrate it with MS Teams even if the organization has a license for both
  • Other tools had to be purchased along side it but not too bad of a cost
  • The change control management piece helps us make sure services are not down due to change conflicts
Internal teams work directly with ServiceNow Support and do a great job communicating back solutions to problems our team has.

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?

I wasn't involved with the implementation phase

Would you buy ServiceNow IT Service Management again?

Yes

For a large scale organization, it's been working perfectly. We have used it for over 5 years and I'm happy with it. Some users complain about small things but I'm sure no other tool can solve what a 10k+ person organization needs.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Service restoration
7
Self-service tools
7
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
9
Change requests repository
10
Change calendar
10
Service-level management
10