ServiceNow IT Service Management is the ultimate tool
June 07, 2021

ServiceNow IT Service Management is the ultimate tool

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

Software Version

Professional

Overall Satisfaction with ServiceNow IT Service Management

ServiceNow IT Service Management is widely used in my company by multiple divisions. ServiceNow IT Service Management is a great ally for managing cases and following up in a proper manner. Different areas of my division use it--it's not limited to IT, but also works with development and professional services.

Thanks to the SaaS/cloud solution, ServiceNow IT Service Management is very accessible, secure, and reliable on multiple levels.

Pros

  • Provides different APIs that allow you to develop solutions that initiate a case
  • We can initiate a case using email
  • It provides a very comprehensive and editable dashboard for every individual user
  • Very customizable for every user--colors, dashboards, reports, etc.

Cons

  • I'm not sure if this exist already, but a video tutorial would be great to have
  • A more comprehensive user lookup
  • Initiate a case by sending an email
  • Reporting cases
  • Generating personal dashboards
  • It definitely reduces risks because we have clarity at all times at the status of a project
  • It helps a lot on the management side to see the workload of an individual team
  • Jira Service Management (Jira Service Desk)
I used Jira Service Desk briefly in one of my previous jobs but I remember it had few options and fewer ways to create a personal dashboard or to customize it. On the other hand, the look and feel was much simpler and less convoluted.

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?

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?

Yes

All in all, ServiceNow IT Service Management is a great tool for all my company because it adapts to different areas and divisions, so it's not tied to the IT realm; having everything in the cloud facilitates communication with our clients.

It actually fits for most of our clients, and the great thing is I believe it's flexible to keep adding clients or accounts that have access to their cases.

ServiceNow IT Service Management Feature Ratings

Incident and problem management
8.8
Organize and prioritize service tickets
10
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
9
Subscription-based notifications
8
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
8
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
Not Rated
Policy and contract enforcement
8
Change management
6.3
Change requests repository
6
Change calendar
6
Service-level management
7

Comments

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