This content is currently locked.

Your current McLean & Company subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative
Or Call Us:
1-877-281-0480 (US/CAN) or
+1-519-936-2659 (International)
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


Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

ServiceNow IT Service Management won the following awards in the IT Service Management - Enterprise category

Filter By

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


{y}
{name}

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

Kalpana S.

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

Submitted Sep 2022

Initially expensive but is well worth the spend!

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

Ease of use

What is your favorite aspect of this product?

Reporting and analytics

What do you dislike most about this product?

Form development and coding

What recommendations would you give to someone considering this product?

Compare the long term costs vs value derived

Pros

  • Helps Innovate
  • Continually Improving Product
  • Security Protects
  • Reliable

Cons

  • Under Delivered

Shailendra Kumar K.

  • Role: Operations
  • Industry: Consulting
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Aug 2022

Fantastic product

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

Easy to implement in cloud palrforms

What is your favorite aspect of this product?

Reporting dashboard with customisation is good

What do you dislike most about this product?

Sometimes incidents list missed in running query

What recommendations would you give to someone considering this product?

User friendly product, support also good

Pros

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

Wesley H.

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

Submitted Aug 2022

Fantastic incidents tracking capacity.

Likeliness to Recommend

7 /10

What differentiates ServiceNow IT Service Management from other similar products?

It has an available helpdesk where our technical support team can create tickets on behalf of callers that need assistance with some technology. And those of us who are to navigate service now can create our own tickets. The platform works well our IT related technical activities.

What is your favorite aspect of this product?

Creating tickets for incidents is very straightforward. We are able to easily trigger workflows and create and assign tasks to different support groups to provide solutions to the problems. I also love the fact that it is highly customizable we are able to build the forms we want and use the forms for building reports to track our progress.

What do you dislike most about this product?

We have to pay extra for additional services which are often very expensive. Tasks like server discovery and retrieval of information from the servers on network need payment.

What recommendations would you give to someone considering this product?

ServiceNow have a very quick and responsive support team. It is suitable for companies that need need an easy way to distribute tickets and also have a large service desk that needs to address issues and requests for several users.

Pros

  • Reliable
  • Trustworthy
  • Efficient Service
  • Effective Service

Most Popular ServiceNow IT Service Management Comparisons