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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

Prabhu V.

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

Submitted Aug 2023

Super useful product but a bit complex for beginer

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Service Management from other similar products?

ServiceNow IT Service Management stands out with its cloud-based model, advanced capabilities, and extensive integrations. For instance, imagine a rapidly expanding business - ServiceNow's cloud approach enables seamless scaling, saving time and resources. Its AI-driven incident prediction and broad integrations streamline operations. This sets ServiceNow apart from competitors, offering agility, efficiency, and comprehensive solutions in ITSM.

What is your favorite aspect of this product?

My favorite aspect of this product is undoubtedly its robust incident management capabilities. The systematic approach to handling incidents ensures swift resolutions, minimizing disruptions and downtime. This feature empowers efficient coordination and communication within IT teams, leading to improved service quality and user satisfaction. The structured incident management workflow not only enhances issue resolution but also provides valuable insights for process improvement, contributing to a more reliable and responsive IT service environment.

What do you dislike most about this product?

One aspect that I find somewhat limiting is the way copying a record functions. While the copy feature is useful, it could be enhanced to replicate all the associated tasks, sub-tasks, and relevant information. Currently, certain details might not be duplicated, requiring additional manual effort to ensure comprehensive record replication. Having a more comprehensive copy functionality would greatly streamline the process and enhance efficiency, making it even more user-friendly and saving valuable time for users.

What recommendations would you give to someone considering this product?

For those considering this product, my advice is to leverage ServiceNow ITSM's cloud-based agility, advanced AI features, & seamless integrations. Embrace the structured incident management for efficient issue resolution. Consider potential enhancements like refining the copy feature for comprehensive record duplication. Prioritize thorough training, customization,& interdepartmental collaboration for optimal utilization. Engage with the support and user community to fully harness the platform's capabilities.This approach ensures streamlined & efficient IT service management, making ServiceNow ITSM a compelling choice for modern organization.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Kruthika T.

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

Submitted Aug 2023

Awesome tool but needs a bit of Improvement

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Service Management from other similar products?

ServiceNow IT Service Management uniquely stands out with its integrated approach, seamlessly connecting IT processes, operations, and automation. Its user-friendly interface and intuitive self-service empower efficient workflows. The platform's scalability and customization options ensure a tailored fit for diverse industries. This holistic solution eradicates silos, enhances collaboration, and adapts to varying needs, making it a versatile choice. ServiceNow redefines IT service management by offering a unified and agile solution, setting it apart from the competition.

What is your favorite aspect of this product?

My preferred aspect of this product is its robust change management capabilities. The structured approach to handling changes ensures smooth transitions while minimizing disruptions. This feature fosters better control over IT environments and enhances overall operational stability, making it a standout advantage of the product.

What do you dislike most about this product?

One aspect that can be frustrating is the navigation inconsistency in maintaining history when using the buttons. Occasionally, when clicking "update" or other buttons, the navigation might unexpectedly lead to a different record, making it challenging to track changes and causing potential confusion. A more consistent and predictable navigation system would greatly improve the overall usability and accuracy of ServiceNow IT Service Management.

What recommendations would you give to someone considering this product?

For those considering ServiceNow IT Service Management, I recommend comprehensive training for team members, leveraging customization for tailored workflows, and embracing self-service features for issue resolution. Stay engaged with the ServiceNow community and support resources for best practices. Collaborate closely with IT teams to align objectives and ensure seamless integration. Following these steps will optimize ServiceNow for effective IT service management and operational excellence.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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

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