ServiceNow

ServiceNow IT Service Management

8.6 /10

185 Reviews Write a Review

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What is ServiceNow IT Service Management?

IT organizations want to deliver innovative business solutions, not spend time looking after infrastructure. And business users want services to be just as convenient as the ones they use in their personal lives. Our ITSM solutions give you end-to-end visibility into processes and infrastructure through a single system of record for IT. This enables you to consolidate and automate service management processes, increase efficiency, lower costs, and devote more time to innovating and creating the consumer-like self-service experience that users expect.

Company Details

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Awards & Recognition

ServiceNow IT Service Management won the following awards in the IT Service Management - Enterprise category

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ServiceNow IT Service Management Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on ServiceNow IT Service Management.

88 Likeliness to Recommend

1
Since last award

97 Plan to Renew

1
Since last award

83 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+83 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love ServiceNow IT Service Management?

4% Negative

6% Neutral

90% Positive

Pros

Reliable
Enables Productivity
Security Protects
Performance Enhancing

Feature Ratings

Average 82

Reporting

Service Catalog

Multi-Site Functionality

Integrated Knowledge Management

End User Self Serve

End User Support Solutions

Systems Management Integration

Integration With IT Tools

Technician Administration

Business Application Integration

Multi Device Capability

Vendor Capability Ratings

Average 80

Breadth of Features

Quality of Features

Business Value Created

Ease of Data Integration

Vendor Support

Ease of IT Administration

Ease of Implementation

Availability and Quality of Training

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of Customization

ServiceNow IT Service Management Reviews

Mitchel C.

Role: Consultant
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2023

Does anything you imagine, getting there is tough.

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Service Management from other similar products?

ServiceNow allows for incredible integrations and customization, but there can be significant hours of development required.

What is your favorite aspect of this product?

Features and capabilities can't be beat

What do you dislike most about this product?

Many times you need to know the names of specific tables you are searching for, Clicking around won't get you as far as other products.

What recommendations would you give to someone considering this product?

This may be the best-in-class software. I would recommend adding this to your RFP every time.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Trustworthy

Bruno L.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2023

"Easy to use, but a bit pricey.

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

The support team

What is your favorite aspect of this product?

easy to use

What do you dislike most about this product?

The time to implement it

What recommendations would you give to someone considering this product?

Nothing to add.

Pros

Helps Innovate
Trustworthy
Efficient Service
Caring

Sandis G.

Role: Information Technology
Industry: Manufacturing
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2023

The benchmark ITSM solution

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

Completness of the solution & the seamless integration (one platform) with other ServiceNow products

What is your favorite aspect of this product?

Premium, enterprise grade solutions

What do you dislike most about this product?

limitations

What recommendations would you give to someone considering this product?

It's really a benchmark product, in case you are considering other ITSM solutions, consider doing a comparison with ServiceNow ITSM

Pros

Helps Innovate
Continually Improving Product
Enables Productivity
Inspires Innovation

Cons

Vendor's Interest First

ServiceNow IT Service Management

What is ServiceNow IT Service Management?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

ServiceNow IT Service Management Ratings

88 Likeliness to Recommend

1 Since last award

97 Plan to Renew

1 Since last award

83 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+83 Net Emotional Footprint

How much do users love ServiceNow IT Service Management?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Reporting Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.

Service Catalog Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store.

Multi-Site Functionality Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.

Integrated Knowledge Management Database integrated with ticketing system for sharing information between technicians, single source or able to federate multiple sources into a single search.

End User Self Serve Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.

End User Support Solutions Tools to benefit end users such as single sign-on to self-serve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words.

Systems Management Integration APIs available for straightforward integration with multiple systems management tools such as network monitoring to create tickets for action items. May include aggregated alerts, views and dashboards

Integration With IT Tools Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.

Technician Administration Easily designed forms, templates, task management, and workflows using codeless customization.

Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM.

Multi Device Capability Intuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users and technicians.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

ServiceNow IT Service Management Reviews

Mitchel C.

Does anything you imagine, getting there is tough.

Likeliness to Recommend

Pros

Bruno L.

"Easy to use, but a bit pricey.

Likeliness to Recommend

Pros

Sandis G.

The benchmark ITSM solution

Likeliness to Recommend

Pros

Cons

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Feature Ratings

Reporting

Service Catalog

Multi-Site Functionality

Integrated Knowledge Management

End User Self Serve

End User Support Solutions

Systems Management Integration

Integration With IT Tools

Technician Administration

Business Application Integration

Multi Device Capability

Vendor Capability Ratings

Breadth of Features

Quality of Features

Business Value Created

Ease of Data Integration

Vendor Support

Ease of IT Administration

Ease of Implementation

Availability and Quality of Training

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of Customization