Best ITSM Tool in the Market
April 06, 2022

Best ITSM Tool in the Market

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

Software Version

Professional

Overall Satisfaction with ServiceNow IT Service Management

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

  • 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

Cons

  • sometimes hard to find particular modules, it should allow using keywords for searching purposes
  • Agent console
  • Requests
  • cart
  • Time Zone
  • Closed Requests
  • User Guide
  • My Surveys
  • My Approvals
  • Announcements
  • 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
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

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

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

ServiceNow IT Service Management Feature Ratings

Incident and problem management
9.3
Organize and prioritize service tickets
10
Expert directory
9
Service restoration
10
Self-service tools
10
Subscription-based notifications
6
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
8.7
Configuration mangement
6
Asset management dashboard
10
Policy and contract enforcement
10
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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