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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

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

Submitted Dec 2021

Easy to Use, Best ITSM tool

Likeliness to Recommend

8 /10

Pros

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

Jamaal D.

  • Role: C-Level
  • Industry: Healthcare
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2021

Excellent UI and Tracking Features

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

ServiceNow Service Management has the highest amount of customization options available. The end user has an excellent UI to find their needs and the support user has the ability to filter just about every option. The tracking and reporting features are critical and this software offers it above and beyond.

What is your favorite aspect of this product?

This software has made a big impact in our company by the customization features. The ability to raise the incidents, provide attachments, integrate other products, and knowledge articles are extremely useful.

What do you dislike most about this product?

There is nothing I've found to dislike about ServiceNow Service Management. The UI has been updated since I've last used it and the features are great.

What recommendations would you give to someone considering this product?

ServiceNow Service Management is an excellent product for any company who provides IT Support. This is the best service management tool we've used due to the ability to track incidents, change requests, and assign users. There is less backlog of requests than ever before.

Pros

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

Somkant M.

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

Submitted Dec 2021

Good OOTB ITSM modules, easy custom possibilities

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Service Management from other similar products?

OOTB plug amd play modules are as per industry standards, with dashboards just reflecting the need of organization, moreover customization is easy.

What is your favorite aspect of this product?

OOTB modules as per industry standards along with ease of customization wherever required

What do you dislike most about this product?

Look and feel

What recommendations would you give to someone considering this product?

Use OOTB modules to allign with industry standards, this will provide easy and speedy implementation.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Trustworthy
  • Inspires Innovation

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