ServiceNow IT Service Management Review
February 10, 2021

ServiceNow IT Service Management Review

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

Software Version

Professional

Overall Satisfaction with ServiceNow IT Service Management

ServiceNow is one of our internal ticketing systems used for assigning work, raising incidents, getting approvals, knowledge base repository, and also our CMDB. It is one of the ticket systems used by all of IT, but is aimed more at the network infrastructure teams.
  • Flexibility in the type of tickets created.
  • Standard forms to fill for tickets and incidents.
  • Allows you to assign work to teams if you don't have an individual to assign it to.
  • I need to keep special bookmarks since some areas don't have links to get to, and I'm not sure how else I would get to those pages.
  • When I'm trying to open one type of ticket, sometimes I can only find the buttons for a different type.
  • The different ServiceNow versions are named after locations which doesn't make it clear what is a newer or older version.
  • I don't have insights to any of the metrics, but since this is one of the main ticket systems we use, I imagine most of the work being done is getting assigned through Service Now.
Since I am just a front end user I haven't had to deal with Service Now support.

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

Not sure

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?

I wasn't involved with the implementation phase

Would you buy ServiceNow IT Service Management again?

No

I would say my biggest complaint is about navigating to the pages you need which is either right there for you to click on, or you need to keep a link saved to get to portions. When I don't have any issues finding the page I need, everything is straight forward and creating/updating tickets is as easy as it should be.
ServiceNow is a ticket software and is fine to use for any circumstances which requires assigning work to teams or individuals, creating approval flows where different people need to approve a work item, or even some other random functions like a knowledge base for storing team articles or creating a Configuration Management Database (CMDB). While it is used by all of our IT department, I can see why the developers are using Jira more and the infrastructure teams are using ServiceNow.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
8
Expert directory
9
Service restoration
Not Rated
Self-service tools
7
Subscription-based notifications
10
ITSM collaboration and documentation
9
ITSM reports and dashboards
Not Rated
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
Not Rated
Change requests repository
9
Change calendar
Not Rated
Service-level management
Not Rated