Currently the best ITSM application on the market
February 05, 2020

Currently the best ITSM application on the market

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

Overall Satisfaction with ServiceNow

ServiceNow is being used for IT Service Management, the central ticketing system to report and solve issues across all company departments. It was also used to drive some of the core company processes like New to hire processing. Where the workflow triggers and creates several tasks and gets them assigned to different departments and individuals to accomplish all tasks needed to supply a new hired individually with all the required accesses to applications that the company uses.
  • Report and assign issues that employees are having with a system or application that they need to use to help them complete their work.
  • Keep track of all IT assets (Employee computers, company telephones assigned to employees).
  • To accomplish some of the tasks like the discovery of servers and retrieval of info from these servers on the network, ServiceNow requires you to pay extra to get the additional services, and these services can get very expensive.
  • ServiceNow has between 1 or 2 version releases per Year, these New releases introduce new features but most of the cases they have issues or create new problems on existing components on initial release, so we decided to skip releases and make the updates on every other release and wait at least for the first set of fix patches to be available
  • Issue resolution and SLAs were greatly improved.
  • Faster identification and recovery on outages when IT systems fail.
ServiceNow feels like a more robust and polished product the creation of workflows and flexibility to customize is better than with the rest of the applications, it is also easier to integrate with external applications as these 'connections' are regularly updated to accommodate for newer versions and updates. ServiceNow also seems to be more intuitive to use or more user-friendly
Whenever there was an issue that ServiceNow itself had to address, their response was quick and accurate. They were even able to create custom fixes to solve some of these issues, or at least we would get a date or release when the problem will get resolved, so there was no trying to guess when an official fix will be provided to us.

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

  • Ticketing is the greatest strength of ServiceNow, so having users log issues and then trigger workflows to get tasks created and assigned to multiple support groups to solve the problem is the best use of ServiceNow.
  • Although ServiceNow is powerful, sometimes they (ServiceNow reps) want to sell you the idea that all processes can be solved through the use of ServiceNow. However, that would require too much customization that gets problematic when a new version upgrade is required. As I mentioned, they do between 1 to 2 releases per year, so trying to upgrade when too many customizations were made can become a problem or need too much time to make sure all isn't broken.

ServiceNow IT Service Management Feature Ratings

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