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Complete solution for IT service management
April 13, 2022

Complete solution for IT service management

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

Overall Satisfaction with ServiceNow Now Platform

Within our organisation we use the ServiceNow Platform extensively for several important IT service management processes including change management, incident management, problem management and configuration management. We also make use of additional modules for enterprise application management and service design. We are in the process of implementing a further module for IT Business Management, to replace an existing in-house tool for project portfolio management.
  • Easy to use, user-friendly interface
  • Customisable field names, workflows, approval gates etc.
  • Mobile application available
  • New users may be overwhelmed with the number of forms and modules at first
  • A few workarounds may be required to achieve more complex customisations
  • Occasional bugs
  • One unified platform for IT service management across the organisation
  • Overall we have seen an increased user satisfaction score for IT services since the ServiceNow platform was introduced
  • Users rate the current service catalogue based on the ServiceNow platform more highly than the previous tool
The platform is provided as a SaaS solution and support from the vendor has been good. There are regular software releases with bug fixes, new features and enhancements, and furthermore we are given the opportunity to fully test these before rolling these new releases out into the production environment to minimise the risk of business disruption.

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

Yes

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

Yes

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

Yes

Did implementation of ServiceNow Now Platform go as expected?

Yes

Would you buy ServiceNow Now Platform again?

Yes

As a regular user of the ServiceNow platform, including the incident management, change management and enterprise application management modules, I find that I am able to competently use the platform with minimal training and assistance. User guides are available from the vendor if required. The customisable front-end that we use in the organisation as an ordering tool for internal IT services is very easy to use, and makes searching for the required IT service simple for business users.
Specific scenarios include where an organisation is looking to implement a platform to handle all of their IT service management processes including change management, problem management, incident management, configuration management etc. It can also be used alongside a customisable front-end to provide end-user services, for example, a service catalogue to enable users to order specific IT services internally.