Incident Management on the Cloud
March 03, 2021

Incident Management on the Cloud

Panav Beri | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Standard

Overall Satisfaction with ServiceNow IT Service Management

My team is using ServiceNow [IT Service Management] in integration with Holmes Bot. We are reading the emails from Microsoft exchange which are created when an issue is occurred on any server or due to some service failure, and then a request is sent to ServiceNow [IT Service Management] to create a service request or Incident depending upon the solution required. ServiceNow [IT Service Management] has played a very vital role in incident management.
  • Service Request Management
  • Incident Management
  • Quick responsive management for multiple issues
  • Scalable workflows to manage deliverables
  • More interactive user interface
  • More detailed documentation on APIs for auto ticket creation and closure
  • Easy management of critical priority issues
  • Easy integration with third party tools for auto ticket creation and update

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

ServiceNow [IT Service Management] is well suited for situations where you want a quick, responsive, and one-stop platform that can be accessed by support engineers and they can work on the fixes with specified SLAs. Also, they can interact with the dashboard and update the info so that easy management of incidents and requests can be done.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
9
Expert directory
7
Service restoration
7
Self-service tools
7
Subscription-based notifications
8
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
Configuration mangement
8
Asset management dashboard
7
Policy and contract enforcement
7
Change requests repository
8
Change calendar
8
Service-level management
8