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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

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

Scott P.

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

Submitted Jan 2023

Feature rich and highly customizable

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

It has the power to do anything you could need it to. It's full of so many different tools, managers, automation.

What is your favorite aspect of this product?

The ability to keep track of tickets and solutions while being able to review past KBs and resolved tickets for current issues.

What do you dislike most about this product?

Very complicated to learn and requires a lot of set up. It is also incredibly expensive.

What recommendations would you give to someone considering this product?

Do plenty of demos and make sure it's right for your organization before taking the dive into the service.

Pros

  • Helps Innovate
  • Unique Features
  • Reliable
  • Performance Enhancing

Cons

  • Less Efficient Service
  • Vendor Friendly Policies
  • Less Fair

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