ServiceNow: Perfect for large IT Departments
Updated July 28, 2021

ServiceNow: Perfect for large IT Departments

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

Software Version


Overall Satisfaction with ServiceNow IT Service Management

ServiceNow is being used across the whole IT division of the organization. Outside of the IT department, outside staff doesn't have a way to submit a ticket. The process of submitting new tickets is by calling the IT department, making the program itself only used internally, and only by a certain department.
  • Categorizing: Very easy to categorize tickets.
  • Knowledge Base: The KB system is very good at creating useable, searchable articles.
  • Searchable: Easy to search either KB articles or tickets.
  • Slower loading times: Because the system is so large, it is very slow at times.
  • Complicated search: The ticket search system is not very intuitive.
  • Down time: Have had issues in the past where the system would go down.
  • Categorizing capabilities.
  • Searchable internal knowledge base.
  • Streamlined ticketing system.
  • New employees easier to train because of streamlined system.
  • Old tickets easy to pull up and thus able to resolve issues quicker.
  • Able to sort tickets by location and other fields in order to find trends.
  • BMC Track-It!
ServiceNow is much better than BMC Track-It! in almost every way. ServiceNow has a much easier-to-edit Knowledge Base system, while BMC's system is about the same as making a post in Notepad. ServiceNow is also much better at sorting fields, as it has attributes that can be assigned to the ticket for tracking and searching, while BMC's attribute fields are mostly only useful for sorting active tickets.

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?


ServiceNow IT Service Management is most applicable for larger companies. It can supply large, easily searchable Knowledge Base articles to train employees, especially Tier 1 tech support. If the company has a large about of Tier 1 tech support staffed, then this is a perfect service. It also includes a lot of ways to categorize and search the categories of the tickets, so that even a large amount of tickets can be filed away properly.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
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