Great Service Management Tool
April 08, 2022

Great Service Management Tool

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with ServiceNow IT Service Management

ServiceNow is our primary ITSM tool, we use the modules like Change Management, Incident Management and Problem Management extensively. The product comes with lots of integration options and it aligns to our ITIL framework. The other big module which we use is the CMDB and Knowledge articles. Being a part of support team, its very easy for us to search for any information within Servicenow at ease. We are also depending on this system to define our OLA's and SLA's. There are different reports created to provide Management Information services to provide transparency, improving efficiency and operational level agreements. The Visual Task boards feature offers teams to use them as Kanban boards. Overall a great Service Management tool

Pros

  • Integration
  • Good search capabilities. Applications are created within CMDB and we can search for the app to see the changes, incidents and problems created
  • Reporting. Great store of MIS reports and will let you to create custom reports
  • Visual Task Boards - use it as Kanban boards

Cons

  • Performance - Sometimes there is a bit of slowness
  • Reporting - More chart options
  • More options embedded to support Agile framework
  • Change Management
  • Incident Management
  • Problem Management
  • CMDB
  • Knowledge Articles
  • Time Management
  • Visual Task Boards
  • Better Operational Efficiency
  • Better MIS reporting for Senior Leadership
  • One stop repository for all your applications
  • Enhanced Controls on change management process
  • BMC Helix ITSM (Remedy)
This software was used previously. the software was not easy to configure like servicenow and the visual dashboards and the ui experience was less appealing compared to ServiceNow. ServiceNow offers a lot pf features which can be used across the industry. Gives better integration options compared to Remedy. CMDB and Service Watch are great tools offered by ServiceNow which is lacking on Remedy

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

In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.

ServiceNow IT Service Management Feature Ratings

Incident and problem management
8.1
Organize and prioritize service tickets
9
Expert directory
7
Service restoration
8
Self-service tools
8
Subscription-based notifications
7
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
ITSM asset management
8.7
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
8
Change management
8.7
Change requests repository
9
Change calendar
8
Service-level management
9

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