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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
8.6 /10
CX Score
8.7 /10
Category
ServiceNow IT Service Management
8.6 /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

97 Plan to Renew

83 Satisfaction of Cost Relative to Value


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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.

+84 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

83

End User Self Serve

83

Multi-Site Functionality

83

End User Support Solutions

82

Systems Management Integration

81

Integration With IT Tools

81

Technician Administration

81

Business Application Integration

81

Multi Device Capability

80

Vendor Capability Ratings

Average 80

Breadth of Features

84

Quality of Features

83

Business Value Created

82

Ease of Data Integration

82

Ease of IT Administration

81

Ease of Implementation

79

Vendor Support

79

Availability and Quality of Training

79

Product Strategy and Rate of Improvement

79

Ease of Customization

78

Usability and Intuitiveness

78

ServiceNow IT Service Management Reviews

Nikhil P.

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

Submitted Jun 2021

Easy to use and user friendly

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

User Interface

What is your favorite aspect of this product?

Upgrade of the products

What do you dislike most about this product?

To notify customers regarding the requests

What recommendations would you give to someone considering this product?

User Interface, Easy to Use

Pros

  • Reliable
  • Performance Enhancing
  • Trustworthy
  • Saves Time

Samuel J.

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

Submitted Jun 2021

Better service managment

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

ServiceNow has helped us to keep a track on the incidents and change requests occurring in an application and also make sure nothing impacts the application which could lead to a service outage

What is your favorite aspect of this product?

Once the workflow process is created and implemented whenever an incident or problem ticket is raised the tool automatically assigns it to the concerned team and notifies them

What do you dislike most about this product?

At times for adding users or removing users from a team can become an hassle and takes time to reflect in the portal

What recommendations would you give to someone considering this product?

A great tool which can help in maintaining compliance and also avoid known service disruptions as much as possible

Pros

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

Ruchi J.

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

Submitted Jun 2021

Servicenow improve process and effective support

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Service Management from other similar products?

ServiceNow actually Consolidate Processes and tables format in ServiceNow and integration create an easy process. These tables can be used in other applications like workday and Kronos and HR as well.

What is your favorite aspect of this product?

I like the filter out and show matching feature is very good and usefull.

What do you dislike most about this product?

I love this product but the customer service is very poor I think there is an improvement that is needed.

What recommendations would you give to someone considering this product?

Absolutely, I used Jeera and other ticketing tools but ServiceNow is very good, the dashboard is a very good way to show the project mgmt.

Pros

  • Unique Features
  • Security Protects
  • Helps Innovate
  • Reliable

Cons

  • Less Effective Service
  • Less Caring
  • Less Transparent

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