Honest Review of ServiceNow (as a ticketing system)
April 26, 2022

Honest Review of ServiceNow (as a ticketing system)

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

Overall Satisfaction with ServiceNow DevOps

ServiceNow DevOps is used to open tickets related to IT Production support. Also, generic tickets to handle requests between different IT functions (i.e. between Networking and Engineering). Change requests to promote development changes from Non Production to Production environments were also handled with ServiceNow DevOps. I was able to submit all kinds of tickets within the software and also approve certain tickets that were specifically directed to my IT team
  • Change Requests tickets
  • Production support tickets
  • Tickets among different business units or within IT functions to request work to be done
  • I'd like to see more interaction with email. Once a ticket is closed I'd like to have an email come to me automatically and just be able to click on something to effectively close the ticket in ServiceNow DevOps after providing closing details
  • I'd like in certain exceptions to be able to open tickets with time in past.
  • Ticketing system
  • Change Control scheduling
  • email integration
  • It increased coordination between teams when handling Production support tickets
  • It increased the speed to react and handle Production support tickets
As mentioned previously, not sure if ServiceNow DevOps can handle tickets in an agile methodology, where everything is setup based on Sprints, stories and the whole agile terminology. We use OpsGenie to setup shifts for Production support teams, OpsGenie alerts people through a mobile app about production issues as well as to whom is Oncall support for multiple teams. Not sure this functionality is there in ServiceNow DevOps. For now those 3 applications are handling different functions in our company and would be difficult for me to compare them

Do you think ServiceNow DevOps delivers good value for the price?


Are you happy with ServiceNow DevOps's feature set?


Did ServiceNow DevOps live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow DevOps go as expected?

I wasn't involved with the implementation phase

Would you buy ServiceNow DevOps again?


When it comes to tickets, I can't think of a scenario where ServiceNow DevOps is not well suited. We recently purchased an agile software to handle work tickets from there but not sure if ServiceNow could effectively monitor/track tickets adapted to Agile methodology.