Great Service Management Tool
April 08, 2022
Great Service Management Tool
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
- 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
- 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