ServiceNow IT: The Best ITSM Tool You Must Have!
May 17, 2021

ServiceNow IT: The Best ITSM Tool You Must Have!

Sandeep Singh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Professional

Overall Satisfaction with ServiceNow IT Service Management

ServiceNow IT Service Management is being used across the organization. It is a very user-friendly and lightweight application. It is accepted by most of our clients to run in their environment too. It is easy to integrate with client inventory. The incident, change, and problem management processes are followed by ITIL Guidelines. It is easy to customize as per the client's requirements. In a nutshell, ServiceNow has been in high demand in the last few years. In my previous organization, they used it for 300+ clients.
  • Highly customizable
  • Light weight application
  • Easy to integrate with client inventory.
  • Following ITIL process for incidents/change/problem management, etc.
  • ROI is best in class.
  • Self healing in terms of issue of possible resolution.
  • Change approval needs to be more customized.
  • Light weight application
  • User friendly frontend
  • Less administration required
  • Best ROI in class
  • Best ROI in class in comparison to other similar tools.
  • Saves human mistakes with ITSM strict process adherence.
  • Easily acceptable across clients, so no push required to implement.
Very few or not used in my current organization, so I can't comment much on it.

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

BMC Helix ITSM (Remedy), Zendesk Guide
Best suited for Unix/Windows server monitoring, asset management, and problem management.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
9
Expert directory
8
Service restoration
8
Self-service tools
6
Subscription-based notifications
7
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
7
Change requests repository
8
Change calendar
8
Service-level management
8