Item: ServiceNow IT Service Management
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

we use it as a single point of management system for all kinds of IT services. I use it almost every day and the best part is you can keep a track of your activities. for example what is in progress, pending and closed. It is a very user-friendly and easy-to-go tool.

Pros and Cons

Keeping a record of all requests and status
can manage all services all together at single platform but still in separate modules
very well defined roles and features

sometimes hard to find particular modules, it should allow using keywords for searching purposes

Most Important Features

Agent console
Requests
cart
Time Zone
Closed Requests
User Guide
My Surveys
My Approvals
Announcements

Return on Investment

It has surely saved so much money as rather than spending on multiple tools for IT management organizations can spend only on a single tool and manage every on a single platform.
I like the transparency of work in ServiceNow IT
It is a very user-friendly tool no training is required to use it. almost everything is self-explanatory

Alternatives Considered

Atera, Agiloft Flexible Service Desk Suite, Datto Autotask PSA and Spiceworks Help Desk

Integrations with other products are very easy in ServiceNow IT as compared to other tools. Support is amazing comparatively. Transparency and flow of work are clearly visible. It has Multiple features and we can customize them as well. The search feature can be improved a little as it does not allows keywords

Key Insights

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

Other Software Used

Oracle Siebel CRM, BMC Helix ITSM (Remedy), Accedian SkyLIGHT PVX (formerly Performance Vision)

Likelihood to Recommend

It is the perfect management tool for giant IT infrastructural organizations as well as small ones. one can always customize and use it as per their capacity and volume. A proper process is defined and is followed when a request is made. It works on an SLA basis which is an amazing option. however, for extremely small ventures its uses are limited as compared to large organizations.

Best ITSM Tool in the Market

Software Version

Overall Satisfaction with ServiceNow IT Service Management