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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


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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.

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


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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

Vishnu M.

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

Submitted Jan 2024

Easy IT management tool

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Service Management from other similar products?

Great tool for IT service management with the features such as Custom dashboard and Catalogues.

What is your favorite aspect of this product?

The incident tracking and management on different issues.

What do you dislike most about this product?

The UI can be more pleasant and optimized.

What recommendations would you give to someone considering this product?

The licensing of the tool need to be taken into consideration while purchasing it

Pros

  • Helps Innovate
  • Performance Enhancing
  • Effective Service
  • Client Friendly Policies

Amr Y.

  • Role: Information Technology
  • Industry: Other
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Dec 2023

It is not about set of features

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

One need to consider the vendor, its strategy and growth that the business demands

What is your favorite aspect of this product?

highly flexible, customizable and inherent capabilities of the platform

What do you dislike most about this product?

learning curve time to achieve the expected business value

What recommendations would you give to someone considering this product?

ServiceNow provides free instance to test the product. take your time evaluating it

Pros

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

Mahwish S.

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

Submitted Dec 2023

Robust suite of features for comprehensive IT

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

Unified platform, Service Automation, capability of Configuration and Customization and Cloud-Based Architecture

What is your favorite aspect of this product?

ServiceNow offers a unified platform that integrates various ITSM processes, such as incident management, problem management, change management, and more. This integration helps organizations streamline their IT service delivery and management processes.

What do you dislike most about this product?

While ServiceNow is praised for its flexibility, the complexity of implementation can be a challenge. The customization options and wide range of features may require substantial effort and expertise to set up properly, leading to longer implementation times.

What recommendations would you give to someone considering this product?

Recognize that ServiceNow has a comprehensive set of features, and there may be a learning curve for users. Develop a training plan to ensure that your team is equipped to effectively use the platform. Implement change management strategies to facilitate a smooth transition.

Pros

  • Over Delivered
  • Helps Innovate
  • Continually Improving Product
  • Trustworthy

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