ServiceNow IT Service Management in Reality
June 02, 2021

ServiceNow IT Service Management in Reality

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with ServiceNow IT Service Management

Used across most of the organization but some smaller / isolated sections still use other / local tools.
Addresses the main ITSM areas namely, Incident, Request, Change, Problem and Configuration / Asset. Other areas are being developed such as Portfolio Management / Service Catalogue. ServiceNow Discovery is being used for Configuration / Asset alongside some other tools.
  • Discovery for Configuration / Asset.
  • Consistent look / feel across different practices.
  • Ability to integrate with other systems / tools (i.e. Navvia).
  • More automation of separating CIs and Assets.
  • More links with ITIL Processes in terms of help / FAQs etc...
  • CI / Asset discovery.
  • Integration of processes.
  • Reporting facilties.
  • Risk mitigation in terms of a better overall view of the infrastructure.
  • Increased efficiency in everyone using a standard ITSM tool.
ServiceNow IT Service Management is infinitely better especially in terms of CI / Asset and integration into other process areas (i.e. Incident).
Much better Management Reporting.
More comprehensive coverage of all ITIL processes.

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?


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?


Would you buy ServiceNow IT Service Management again?


Navvia, Microsoft Office 2016 (discontinued)
Well suited to medium / large organizations where the number of Incidents. CIs etc... go into hundreds of thousands
Good reporting / scorecard facilities to utilize these records.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
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
Service-level management