Item: ServiceNow IT Service Management
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

ServiceNow is used as the main way to source and distribute our tickets and requests for our service desk. It is used by the entire IT organization. It addresses and gives us a way to organize efficiency for the ticketing system that our organization uses when submitting a need for technical help.

Pros and Cons

Alerts immediately when a ticket has been created.
Streamlines the process for whose ticket is sent.

The interface can be a little jumbled looking.
Excess emails are sometimes sent.

Return on Investment

It has increased efficiency when distributing user requests.
Allowed the service desk to handle more things at once.

Alternatives Considered

I don't have any familiarity with any products similar to ServiceNow.

Support Rating

I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.

Key Insights

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

Other Software Used

Chrome River EXPENSE, Snagit, Adobe Acrobat DC

Likelihood to Recommend

ServiceNow is well suited to any organization with a large service desk that needs to address the issues, requests, and concerns of multiple users. It is well suited for an organization that needs an easy way to distribute tickets.

Good for Ticketing and Efficiency

Overall Satisfaction with ServiceNow