ServiceNow - Great Features, but Pricey.
February 04, 2020

ServiceNow - Great Features, but Pricey.

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

Overall Satisfaction with ServiceNow

ServiceNow is being used extensively through out our whole firm. We utilize the tool to manage requests. We have a portal built that allows our clients to escalate their request to our company. We also use it for change management. We have an approval process built in and it provides transparency across the firm to see what changes are happening each night. We leverage the knowledge base feature and maintain knowledge base articles in ServiceNow. We also have groups that manage projects via ServiceNow tickets.
  • ServiceNow is highly customizable. You can build out your desired forms and leverage those forms to build out reports to track progress and trends.
  • ServiceNow has e-mail forwarding built in, so anytime a ticket gets updated, the end-user associated with the ticket can have an e-mail notification sent to them.
  • To get the platform to do exactly what you need, it requires a good amount of dev work. I wish the out of the box version had an easier way to build out customizations.
  • The firm will have to hire ServiceNow experts to serve as administrators.
  • ServiceNow isn't cheap. It's one of the more expensive platforms on the open market, but you get what you pay for.
We looked into a few different tools. We POC'ed Jira, and while it did a lot of things well, it didn't meet our needs. ServiceNow has a lot of different features that were attractive to our firm and ultimately, we decided the extra cost was well worth it. Zendesk was another tool we looked at, but it didn't even get into the POC stage.
ServiceNow support has been good, but we've leveraged consulting firms to help us build out the tool to a state that is suitable for our firm. We've also attended ServiceNow conferences in Las Vegas, and those sessions have been very informative and provided some great ideas as to how we can further leverage the tool in the future.

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

I would highly recommend this platform for any firm trying to consolidate a lot of tasks into one tool. If you need a SaaS provider that allows you to manage requests, change management, knowledge bases, client portals, and reporting functionality, this is a great tool. My firm has really benefited greatly from utilizing this tool.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
9
Expert directory
9
Service restoration
6
Self-service tools
8
Subscription-based notifications
10
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change requests repository
8
Change calendar
8
Service-level management
8