Service Now--at your service
December 21, 2020

Service Now--at your service

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with ServiceNow IT Service Management

We use ServiceNow IT Service Management for change, asset, incident, and problem management. It’s used by the IT department though we have started implementing it for others like HR. The main problem it helps with is incident management--reporting a ticket via chat, email or call is easy. It also helps us organize changes and understand impacts. We use the asset inventory for management and have it tied into the purchase order process.
  • Incident management
  • Change processes
  • Purchase order tracking
  • Asset management
  • Better incident management
  • Changes are discussed and evaluated
  • Purchase orders are streamlined
We tend to get pointed in the right direction. Can be tedious at times.

Do you think ServiceNow IT Service Management delivers good value for the price?


Are you happy with ServiceNow IT Service Management's feature set?


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?

I wasn't involved with the implementation phase

Would you buy ServiceNow IT Service Management again?


While it’s fairly easy to use, there is a lot to take in for someone using it for the first time. It does take a bit to set it up and customize the dashboards, save the favorites, and prioritize pages. Actual use of the different modules is a lot easier
It is suited for medium to large companies that can afford to have a full-time ServiceNow developer. There is a lot of customization and coding that can be done to make it a great product but that requires some coding expertise. It is great for companies that do not have any current products and are looking to get ServiceNow IT Service Management implemented.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
Self-service tools
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Not Rated
Service-level management
Not Rated