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ServiceNow IT Service Management Review for TrustRadius
March 01, 2023

ServiceNow IT Service Management Review for TrustRadius

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with ServiceNow IT Service Management

One place for Service management, Change control and Inventory management. End users can open service request, problem or incident. IT support work on change request and update status of problem /incident record. Change control help reduce problem & incident during & after the change. ServiceNow IT Service Management technical articular help support trouble shoot issues and see any passed relate incident records. Overall ServiceNow IT Service Management reduce any change induce incident and improved SLA for support & trouble shooting.
  • Incident dash board
  • Change management
  • Self service portal
  • Service outage matrix
  • On-call scheduling
  • Search feature are cumbersome and not work well
  • Search in Help should get into more specific of question
  • Self-Service Portal
  • Change management
  • Incident & Problem management

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

With the scale of our company ServiceNow IT Service Management performance & option go above our expectation. There is many enhance feature and SN keep improving. Self-Service Portal is the most useful of many feature of ServiceNow IT Service Management

ServiceNow IT Service Management Feature Ratings

Incident and problem management
7.4
Organize and prioritize service tickets
8
Expert directory
7
Service restoration
8
Self-service tools
9
Subscription-based notifications
7
ITSM collaboration and documentation
6
ITSM reports and dashboards
7
ITSM asset management
7.3
Configuration mangement
7
Asset management dashboard
8
Policy and contract enforcement
7
Change management
7.7
Change requests repository
7
Change calendar
8
Service-level management
8

Using ServiceNow IT Service Management

9000 - Information Tecnology, Enterprise Business Services
2000 - Tecnician, HelpDesk, Engineer
  • Change management
  • Problem incident management
  • Self services portal
  • self service portal
  • integrate inventory to change record for device impact
  • buld in OpenAI like ChatGPT be able to answere any question relate to incident & change record

Evaluating ServiceNow IT Service Management and Competitors

Yes - Remidy
  • Product Features
  • Product Usability
  • Product Reputation