Fantastic ITSM tool! Falls short on empathy for individual needs.
April 06, 2022

Fantastic ITSM tool! Falls short on empathy for individual needs.

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

Overall Satisfaction with ServiceNow Now Platform

Currently, we are sandboxing it to possibly replace an existing ticketing service tool. Obviously, this tool will be used to track users' requests/incidents/etc. Also looking into its ability to integrate with Jamf and assets for compliance. Eventually, we hope to get other departments on board to collaborate with the ticketing system. KB tool is good to centralize information.
  • Asset management
  • KB
  • Integration within other systems
  • Not enough permission layers.
  • Expensive
  • Difficult in adaption within organization.
  • Testing currently
  • Time well spent
  • Reactions to overall departments
Sometimes the support may not understand what we are asking from the service tool. They give very generalized answers that could have been looked up online. It would be good to be more personable and listen to the actual needs of the business instead of deferring us to documentation instead. Many are visual learners.

Do you think ServiceNow Now Platform delivers good value for the price?

Not sure

Are you happy with ServiceNow Now Platform's feature set?


Did ServiceNow Now Platform live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow Now Platform go as expected?

I wasn't involved with the implementation phase

Would you buy ServiceNow Now Platform again?


The usability is very good! However, adoption within the business is entirely up to the heads of the company. As mentioned before, support and directional needs from ServiceNow could be better managed. Perhaps, they are bringing in more new career starting members to their team and they are going by a script is what I found.
ITSM tool for the end-users interface is easy to use and navigate. The buttons are clear and easy to read. The selections are very transparent in softboxes to fill in the form. Adaptions within departments are difficult. It's hard to define to use case per function of each individual needs. More chat collaboration is probably needed within the application to include others in an incident.