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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

8.6 /10
Category
ServiceNow IT Service Management
8.6 /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.

89 Likeliness to Recommend

1
Since last award

97 Plan to Renew

83 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+84 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

83

End User Self Serve

83

Multi-Site Functionality

83

End User Support Solutions

82

Systems Management Integration

81

Integration With IT Tools

81

Technician Administration

81

Business Application Integration

81

Multi Device Capability

80

Vendor Capability Ratings

Average 80

Breadth of Features

84

Quality of Features

83

Business Value Created

82

Ease of Data Integration

82

Ease of IT Administration

81

Ease of Implementation

79

Vendor Support

79

Availability and Quality of Training

79

Product Strategy and Rate of Improvement

79

Ease of Customization

78

Usability and Intuitiveness

78

ServiceNow IT Service Management Reviews

Manoj T.

  • Role: Operations
  • Industry: Retail
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jul 2023

Overall good tool

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Service Management from other similar products?

Service Request Management: The platform offers a centralized system for handling service requests, such as hardware or software provisioning, password resets, or access permissions. ServiceNow ITSM automates the approval and fulfillment process for service requests, improving response times.

What is your favorite aspect of this product?

Problem Management: ServiceNow ITSM helps identify the root causes of recurring incidents or issues to prevent future occurrences. It facilitates problem investigation, analysis, and resolution.

What do you dislike most about this product?

Nothing to dislike as per my knowledge and experience.

What recommendations would you give to someone considering this product?

I highly recommend to people and business owner to use it.

Pros

  • Performance Enhancing
  • Enables Productivity
  • Inspires Innovation
  • Caring

Steven C.

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

Submitted Jun 2023

Easy to use. Dashboard building is cumbersome.

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

Industry leader Follows logical ITSM workflows out of the box

What is your favorite aspect of this product?

Configuration items and Self Service for users.

What do you dislike most about this product?

Reporting can sometimes be challenging. Identifying the correct tables where your data lives can sometimes be hard. Creating and sharing dashboards among immediate teams and greater colleagues is hokey / cumbersome.

What recommendations would you give to someone considering this product?

If you don’t hire a good SN developer make sure you bring in a great consultant. Depending on your size consider a phased approach to implementing different modules. Make sure you have standards and templates prepared for staff consumption when you roll it out.

Pros

  • Reliable
  • Enables Productivity
  • Helps Innovate
  • Performance Enhancing

Arunraj G.

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

Submitted Jun 2023

Easy to use solution

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

Uniqueness of the product

What is your favorite aspect of this product?

ITSM is the important one

What do you dislike most about this product?

Cost is higher nowadays

What recommendations would you give to someone considering this product?

Not applicable

Pros

  • Enables Productivity
  • Unique Features
  • Caring
  • Helps Innovate

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