Item: ServiceNow IT Service Management
Rating: 9
Author: Jessica Rich

Use Cases and Deployment Scope

We use [ServiceNow IT Service Management] across our organization to handle all our our own internal support needs: IT issues and requests, employee assistance, etc. We used to use Jira to handle these requests but ServiceNow seems to be better suited to handle tickets of these type.

Pros and Cons

To create a ticket takes very little up front information and allows the user to submit a ticket quickly
The interface is simple and straightforward
It's easy to conduct a conversation via the ticket and ask questions/get answers.

If one of my employees submits a ticket, they can't easily share the ticket with me via a link. They have to add me as a watcher.

Most Important Features

A simple, straightforward ticketing system that easily allows for tickets to be created, resolved, and closed.

Return on Investment

Personally as an end-user, I feel like my issues have been resolved more quickly/don't tend to get as lost when using previous tools.
Having a centralized place where all questions are asked and all issues are resolved means I don't have to spend time searching for the appropriate team. I can just create a ticket and it's channeled to the appropriate team for me.

Alternatives Considered

Jira Software

We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.

Key Insights

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?

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

Other Software Used

TINYpulse, Aria Crescendo

Likelihood to Recommend

I think [ServiceNow IT Service Management is] best suited for very straight-forward customer support type ticketing. If the problem can't be solved by the customer support team, then the ticket likely is a larger issue (ie: a bug) and then likely a Jira ticket would need to be created for more robust documentation.

ServiceNow really does provide service NOW

Software Version

Overall Satisfaction with ServiceNow IT Service Management