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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

Scott P.

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

Submitted Jan 2023

Filled with advanced functionality.

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

It has so many great tools and resources to manage any and all ITSM needs. I have not seen an ITSM service quite like this one.

What is your favorite aspect of this product?

Its advanced features that allow for automation, integration, and high levels of end-user support.

What do you dislike most about this product?

Its a very dense service and can take some time to fully understand how to use. Not to mention it's very expensive, both the actual license, but also to have it set up and integrated into your organization.

What recommendations would you give to someone considering this product?

Make sure to spend time asking questions to your rep and run plenty of demos to make sure it's what will work best for your company. SNOW is best utilized (in my experience) by more well established enterprises who are looking to step-up their ITSM game.

Pros

  • Reliable
  • Enables Productivity
  • Unique Features
  • Helps Innovate

Cons

  • Less Efficient Service
  • Role: Finance
  • Industry: Other
  • Involvement: Business Leader or Manager
Validated Review
Anonymous Reviewer

Submitted Jan 2023

Tool is great, but a bit technical.

Likeliness to Recommend

8 /10

Pros

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

Amar Y.

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

Submitted Jan 2023

Best ITSM Tool

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

It’s unique and dashboard is better. It is also more secure compared to other markets software

What is your favorite aspect of this product?

Reporting for this tool

What do you dislike most about this product?

Nothing to dislike

What recommendations would you give to someone considering this product?

Must use Service Now

Pros

  • Helps Innovate
  • Performance Enhancing
  • Saves Time
  • Client Friendly Policies

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