This content is currently locked.

Your current McLean & Company subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative
Or Call Us:
1-877-281-0480 (US/CAN) or
+1-519-936-2659 (International)
ServiceNow IT Service Management Logo Award Winner Product Badge
ServiceNow IT Service Management Logo Award Winner Product Badge
ServiceNow

ServiceNow IT Service Management

Composite Score
8.7 /10
CX Score
8.8 /10
Category
ServiceNow IT Service Management
8.7 /10

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


Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

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

Filter By

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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

89 Likeliness to Recommend

1
Since last award

98 Plan to Renew

1
Since last award

84 Satisfaction of Cost Relative to Value

1
Since last award


{y}
{name}

Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+86 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
5% Neutral
91% Positive

Pros

  • Reliable
  • Enables Productivity
  • Security Protects
  • Respectful

Feature Ratings

Average 83

Integrated Knowledge Management

84

Reporting

84

Service Catalog

84

Multi-Site Functionality

83

End User Self Serve

83

End User Support Solutions

83

Integration With IT Tools

81

Technician Administration

81

Systems Management Integration

81

Business Application Integration

81

Multi Device Capability

80

Vendor Capability Ratings

Average 81

Breadth of Features

85

Quality of Features

84

Business Value Created

83

Ease of Data Integration

82

Ease of IT Administration

82

Ease of Implementation

80

Vendor Support

80

Availability and Quality of Training

80

Product Strategy and Rate of Improvement

79

Ease of Customization

79

Usability and Intuitiveness

79

ServiceNow IT Service Management Reviews

Rabbani S.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Mar 2024

Best ITSM Tool Ever!

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

The number ticket management types. Ease of Integration with other tools. Faster in response time. KB management and much more.

What is your favorite aspect of this product?

We can initiate a chat from the tool itself and can also initiate a chat from a different tool since the integration part is amazing. Integrated with 2 different chat tools.

What do you dislike most about this product?

Nothing to dislike about this product. I love this tool.

What recommendations would you give to someone considering this product?

Make the appearance look like modern tools considering this looks a bit dated.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Enables Productivity

Mahak J.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Easy to use and understandable

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

Adaptable and customizable to meet changing needs.

What is your favorite aspect of this product?

Simple and straightforward SaaS solution.

What do you dislike most about this product?

Navigating between Scrum's story creation and IT support's incident handling can be tricky.

What recommendations would you give to someone considering this product?

SSO integration provides seamless access and enhances user experience.

Pros

  • Helps Innovate
  • Performance Enhancing
  • Trustworthy
  • Unique Features

Aman M.

  • Role: Industry Specific Role
  • Industry: Healthcare
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Superb Product

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

ServiceNow IT Service Management is different because it integrates various business functions, automates tasks, uses AI, offers customization, focuses on service delivery, and keeps innovating.

What is your favorite aspect of this product?

My favorite aspect of ServiceNow IT Service Management is its seamless integration of various business functions. It streamlines processes across departments, making collaboration effortless and improving overall efficiency.

What do you dislike most about this product?

One potential aspect that some users might dislike about ServiceNow IT Service Management could be its complexity during the initial setup and configuration process. This may require significant time and resources to fully implement and customize according to specific organizational needs. Additionally, for smaller organizations or those with limited budgets, the pricing structure of ServiceNow could be a concern, as it may be perceived as relatively high compared to other solutions on the market.

What recommendations would you give to someone considering this product?

Before implementing ServiceNow IT Service Management, thoroughly assess your organization's needs, plan implementation carefully, start with essential features, utilize training resources, consider integration possibilities, stay updated on new features, and monitor ROI consistently.

Pros

  • Helps Innovate
  • Reliable
  • Trustworthy
  • Unique Features

Most Popular ServiceNow IT Service Management Comparisons