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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

Peter C.

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

Submitted Jan 2023

Very advanced, but very expensive

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Service Management from other similar products?

It has so many features and will satisfy any IT department that uses it. It does tons of different automation tasks and the ticketing system is well developed.

What is your favorite aspect of this product?

The knowledge base is incredibly useful to use and reuse. Then, you can pin KB articles that you regularly use to your side panel for easy access for common problems.

What do you dislike most about this product?

Can be complicated to use and is incredibly expensive -- not just annually for the license, but to setup.

What recommendations would you give to someone considering this product?

Check the cost and see if it works for your organization. Do plenty of demos and talk with the ServiceNow team to see if it's the right fit.

Pros

  • Unique Features
  • Helps Innovate
  • Reliable
  • Enables Productivity

Cons

  • Charges for Enhancements
  • Vendor Friendly Policies
  • Less Generous

Colton C.

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

Submitted Jan 2023

Organized and Simple. Love the customization.

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

The customization is incredible and you can create dashboards that filer any information that you need.

What is your favorite aspect of this product?

The customization alone make things way better once you have filter setup for your personal dashboard. You can also create other dashboards with different filters on each one.

What do you dislike most about this product?

Sometimes it loads very slow and can take a long time to finish a query. It always ends up working in the end though.

What recommendations would you give to someone considering this product?

Play around with it and mess with the filters. You will find that you can speed up your workflow by displaying only the information you need.

Pros

  • Effective Service
  • Saves Time
  • Acts with Integrity
  • Friendly Negotiation

Aasif Shafi A.

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

Submitted Jan 2023

One of the best Incident management tool.

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Service Management from other similar products?

Because of the user interface and proactively triggering of alerts.

What is your favorite aspect of this product?

Graphical user interface

What do you dislike most about this product?

Dashboard creation mechanism.

What recommendations would you give to someone considering this product?

The best tool for monitoring purpose with huge features.

Pros

  • Reliable
  • Trustworthy
  • Unique Features
  • Inspires Innovation

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