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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

Abdel E.

  • Role: Sales Marketing
  • Industry: Telecommunications
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Feb 2023

It was okay for while we had it

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

It's great to have as a ticket managing system

What is your favorite aspect of this product?

The ease of use for ticketing

What do you dislike most about this product?

It didn't integrate well with other tools

What recommendations would you give to someone considering this product?

Perhaps looking at integration

Pros

  • Enables Productivity
  • Helps Innovate
  • Reliable
  • Appreciates Incumbent Status

Rebecca J.

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

Submitted Feb 2023

Easy to use, wasn't messy looking

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Service Management from other similar products?

The ease of using the software

What is your favorite aspect of this product?

Editing how to view your tickets

What do you dislike most about this product?

Not much really

What recommendations would you give to someone considering this product?

Not too sure

Pros

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

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

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