ServiceNow IT Service Management - Leagues above the competition!
December 19, 2024

ServiceNow IT Service Management - Leagues above the competition!

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

Software Version

Professional

Overall Satisfaction with ServiceNow IT Service Management

We use ServiceNow IT Service Management for all of the standard ITIL components. Change, Incident, Problem, Knowledge and Tasks. It is used by numerous departments in our organization, ranging from users in IT (service desk, request fulfillment, etc) to non-IT (HR, premises, special services, etc)

Pros

  • It is exceptional for ticket intake and tracking
  • Handling SLAs on tickets
  • All the steps required for standard ticket life (i.e. notifications, work notes, etc)

Cons

  • It is missing the concept of a work order, like BMC Remedy has
  • Sometimes the core UI vs the workspace can be bothersome to troubleshoot with a user, as they aren't always clear as to which interface they are using
  • The ServiceNow IT Service Management module has allowed us to provide a ticketing solution to numerous departments outside of IT
  • Integration between Change and Azure DevOps via CI/CD pipelines has helped our IT departments become better at Agile methodologies
As mentioned previously, it's based on the ITIL v4 framework. So because of that, it just flows in terms of being intuitive and easy to use. Being able to transition from a different tool, such as BMC Remedy, to this because of the adherence to the framework.
ServiceNow got it's start from former employees of BMC and it's easy to see where they tailored the tool to utilize the strengths of Remedy/Helix. But at the same time, steered away from the pitfalls that BMC has ran into. I think ServiceNow IT Service Management is LEAGUES above Remedy/Helix at this point in time.

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

ServiceNow IT Service Management is great for any situation where you need to have a ticketing tool for intake and work tracking purposes. It is created on the ITIL v4 framework and it incorporates it beautifully.

ServiceNow IT Service Management Feature Ratings

Incident and problem management
8.9
Organize and prioritize service tickets
10
Expert directory
8
Service restoration
8
Self-service tools
10
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
8
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Change management
9.0
Change requests repository
9
Change calendar
9
Service-level management
9

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