Item: ServiceNow IT Service Management
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We used it to handle IT issues and based on SLA times we solved tickets. We also used it as an IT asset management tool.

Pros and Cons

Support on questions.
Easy to use tool.
Opportunities to expand.

Better design.
More functions for Slack integration.
Create option for managing devices.

Most Important Features

IT Asset Management.
IT Service Management.
IT Workflows.

Return on Investment

Prioritize tickets based on SLA.
Better overview of our Assets in the company.
Good overview of how many work every IT colleague actually did.

Alternatives Considered

Jira Service Management (Jira Service Desk) and TOPdesk

The IT Asset Management tool that is included and the way you connect that to your support portal is one of the things where ServiceNow is stacking up against Jira or TOPdesk for example. The features are unlimited and that is why we prefer this tool.

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

Slack, The Okta Identity Cloud, Talkdesk

Likelihood to Recommend

The tool is very sufficient and very helpful for helping colleagues or customers with their IT-related questions or issues based on SLA you can create a nice environment. The people from ServiceNow are very helpful and open to new opportunities. It is also very easy to use and easy to learn to new IT colleagues how to work with the tool. I would definitely recommend this tool to other IT colleagues.

ServiceNow Overall a wonderful tool!

Software Version

Overall Satisfaction with ServiceNow IT Service Management