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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

Anant J.

  • Role: Operations
  • Industry: Healthcare
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Oct 2024

It's THE best ITSM tool out there

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

Reporting features are one of the best. Let's you create dashboards that are readable

What is your favorite aspect of this product?

Incident management

What do you dislike most about this product?

Nothing much

What recommendations would you give to someone considering this product?

Should definitely give it a try

Pros

  • Trustworthy
  • Fair
  • Acts with Integrity
  • Security Protects

Brian John W.

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

Submitted Oct 2024

The Standard for Service Management

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

I appreciate that SNOW ITSM offers capabilities for multiple administrators.

What is your favorite aspect of this product?

The simplicity and ability to track progress across multiple users/groups.

What do you dislike most about this product?

Nothing - me and my teammates are satisfied with the application.

What recommendations would you give to someone considering this product?

The best tool on the market for service management.

Pros

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

Ashoo J.

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

Submitted Oct 2024

Powerful ITSM Solution, Exceptional Flexibility.

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

It offers a highly customizable and scalable architecture, enabling organizations to tailor workflows and applications to their specific needs.

What is your favorite aspect of this product?

Flexibility and customization capabilities.

What do you dislike most about this product?

There is a steep learning curve for new users and administrators. The implementation requires significant time and resources.

What recommendations would you give to someone considering this product?

Start Small, gain confidence via training and then expand.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Trustworthy
  • Caring

Cons

  • Charges for Enhancements

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