ServiceNow IT Service Management Review
April 14, 2023
ServiceNow IT Service Management Review
Score 8 out of 10
Vetted Review
Verified User
Software Version
Professional
Overall Satisfaction with ServiceNow IT Service Management
We are using ServiceNow IT Service Management to create requests, incidents, and change request. If a new employee onbaording to the project need to raise a credentials, laptop and other access requests raised in the portal. User interface looks simple and provided all the data in the dashboards. Each application have different dashboards provided in ServiceNow IT Service Management like incidents, changes and catalog items. Raising a request to other team memebers issues with in the project is easy in ServiceNow IT Service Management just selected requested for employee name. Employee center portal have all the information like knowledge articles and virtual agent contact details. It is very simple to connect with ServiceNow IT Service Management agents using CTI dailer customer care number to create new cases just by calling to agents. CMDB tables and its relationships maintained well in parent and clild tables. we have integrated Jira in to ServiceNow IT Service Management by-directionally and both Jira and it updated if any tickets created or updated. Approvals will receive email notifications and links to approve the request within the email directly. Scheduled reminders also received if P1 tickets is not resolved with in the SLA timeframe. In mobile also we can login and review details of the request and status. Finding knowledge articles related issues is very simple and cool feature in ServiceNow IT Service Management.
- Onboarding a new employee to organization is made simple process need to raise a one simple catalog request for all accesses like laptop, mail credentials, gatepass, office seat , phone etc. , with in one request seperate tasks created for each case and easy to check the status.
- Spokes provided in store to integrate ServiceNow IT Service Management with third party application without coding. just need to install application spoke from ServiceNow IT Service Management store and integrate it bi-directionally without coding required.
- Easily filter data and export to excel file by using reports in servicenow
- Each application have different dashboards and we can do custom dashboards as per our project needs.
- In reports pivot table option not provided order(asc or des) functionality.
- After every upgrade system properties resetting to out of box default even customized properties also. It is difficult to maintain customized properties data after version upgradation.
- Default roles are creating for every time that we try to cretae a new custom table or scoped application.
- ServiceNow IT Service Management have all the new applications linked and widgets added.
- Knowledge articles have approval process and once approved it will visible based on user criteria.
- Automated process for every request and asssignment group assigned automatically based on user provided information
- Searchable activity provided with in form to search kb articles before creating a new issue
- It will take long time to upload data using trasnform maps and import set table
- Excel upload option not provided to load table data using excel sheet.
- Ticket search functionality improved after tokyo upgrade
ServiceNow IT Service Management license cost very cheap compared to other tools available in the market. It is easy to manage records and information with in the seperate tables. User interface made simple and easy to access. Okta integration available to manage employee data and personal information. Incident, problem and change have associated parent and clild relationship with in the same records. Automated process for every application.
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?
No
Would you buy ServiceNow IT Service Management again?
Yes
ServiceNow IT Service Management Feature Ratings
Evaluating ServiceNow IT Service Management and Competitors
Not Sure