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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: Insurance
  • Involvement: IT Leader or Manager
Validated Review
Anonymous Reviewer

Submitted May 2021

Powerfull workflow engine, allows great controls.

Likeliness to Recommend

10 /10

Pros

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

Cons

  • Less Friendly Negotiation

Ramya N.

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

Submitted May 2021

Feature packed

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Service Management from other similar products?

ServiceNow offers a whole load of all tools required for managing customer issues and incident tickets. It can also handle change request as per the organisations workflow and code of conduct

What is your favorite aspect of this product?

The tool alerts remind the assignee of the tickets at each interval of the SLA so that the chances of it being breached is reduced

What do you dislike most about this product?

It requires a better design so that new users can figure which feature does what without having to go through the documentation

What recommendations would you give to someone considering this product?

A features loaded tool very useful for large organisation for maintaining an uninterrupted service management

Pros

  • Helps Innovate
  • Reliable
  • Enables Productivity
  • Trustworthy

Stephan K.

  • Role: Operations
  • Industry: Transportation
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Apr 2021

Great product, very intuitive

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Service Management from other similar products?

very intuitive and easy to use, for both end user and administrator

What is your favorite aspect of this product?

the interface

What do you dislike most about this product?

mail alert on incident resolution does not include history

What recommendations would you give to someone considering this product?

definitely try it out

Pros

  • Reliable
  • Enables Productivity
  • Helps Innovate
  • Continually Improving Product

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