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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

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

Submitted Apr 2023

Excellent customer service solution!

Likeliness to Recommend

8 /10

Pros

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

Santosh K.

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

Submitted Apr 2023

Cost Reductions & Improved Response Time

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

While it does have competition from other tools like Remedy, JIRA, Fresh service and Cherwell, it stands out with its cloud-based delivery model, advanced capabilities, and wide range of integrations and customization options

What is your favorite aspect of this product?

The service model appears as tasks, activities and processes from ServiceNow products, separated by cloud service. Together, these elements are part of a comprehensive managed workflow that supports features such as real-time communication, collaboration and resource sharing. ServiceNow offers specialized service management software for specific industries: Healthcare and life sciences. Financial services. Public sector. Manufacturing. Telecommunications. Technology.

What do you dislike most about this product?

It does not offer as much drag and drop functionality as other tools, and not as user friendly to non pro-developers as other solutions offer. While ServiceNow has committed to provide more and more capability in low-code solutions, it at times leads to Pro-Code developers feeling hindered by the capabilities

What recommendations would you give to someone considering this product?

ServiceNow is a cloudbased platform with workflow automation capabilities. The platform offers a suite of products and services that can help organizations streamline their operations, automate routine tasks, and improve general operational efficiency.

Pros

  • Helps Innovate
  • Performance Enhancing
  • Trustworthy
  • Efficient Service

Madhankkumar S.

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

Submitted Mar 2023

Effective End to End IT support using servicenow !

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

Best ticketing application in the market gives end to end support to manage it services effectively. The ticketing tool works great by collaborating with other team members for solving, approval etc.

What is your favorite aspect of this product?

The change request to deploy changes to production works really well. The workflow of the incident is simple and easy to understand. The notification and taking control of incidents using the same works so seamless.

What do you dislike most about this product?

The UI can be simpler to use as sometime finding the workflow and the complete features is cumbersome sometimes.

What recommendations would you give to someone considering this product?

Best IT service provider for larger enterprise .

Pros

  • Reliable
  • Efficient Service
  • Client Friendly Policies
  • Generous Negotitation

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