ServiceNow

ServiceNow IT Service Management

8.5 /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 AIOps category

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6 Top Rated Capabilities

8 Top Rated Features

2023

6 Top Rated Capabilities

8 Top Rated Features

2022

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.

84 Likeliness to Recommend

2
Since last award

100 Plan to Renew

77 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+89 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?

5% Negative

4% Neutral

91% Positive

Pros

Helps Innovate
Fair
Unique Features
Effective Service

Feature Ratings

Average 82

Incident Management Automation

Event & Alert Management Automation

Change Control Automation

Problem Management Automation

Analyze Discovery Data

Performance & Capacity Management Automation

Explainable and Trainable Algorithms

Analyze Activity Data

Security Operations Automation

Data Visualization

Operational Task Automation

Vendor Capability Ratings

Average 84

Ease of IT Administration

Vendor Support

Availability and Quality of Training

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization

Business Value Created

Ease of Data Integration

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Also Featured in...

IT Service Management - Enterprise

Score 8.6

View ServiceNow IT Service Management in this category (opens in a new tab)

ServiceNow IT Service Management Reviews

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Nov 2020

Solid, if a bit inefficient

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Enables Productivity
Effective Service
Appreciates Incumbent Status

Cons

Less Efficient Service
Less Inspiring
Less Caring

Jenn W.

Role: Information Technology
Industry: Banking
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2020

Expensive without true ROI seen

Likeliness to Recommend

6 /10

What differentiates ServiceNow IT Service Management from other similar products?

Nothing to note here. I am truly NOT a SN fan. The interface is clunky and overall application lacks user interface intutive functionality.

What recommendations would you give to someone considering this product?

Find some of your most complex tasks and needs. Request a demo to see how your business can manage with the tool. If you have layered technology areas and groups - quality/need/assessment and delivery are required to ensure the organization realizes the value of the tools.

Pros

Reliable
Helps Innovate
Continually Improving Product
Inspires Innovation

Cons

Less Performance Enhancing
Less Productive

ServiceNow IT Service Management

What is ServiceNow IT Service Management?

Company Details

Need Assistance?

Awards & Recognition

ServiceNow IT Service Management Ratings

84 Likeliness to Recommend

2 Since last award

100 Plan to Renew

77 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+89 Net Emotional Footprint

How much do users love ServiceNow IT Service Management?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Incident Management Automation Automate tasks such as incident tracking, assessment, prioritization, impact suggestion, prediction of potential incidents, and self resolution.

Event & Alert Management Automation Automate event & alert management tasks e.g. manage alert thresholds, notify operator of a possible SLA breach.

Change Control Automation Algorithms automate change control tasks e.g. track/assess technical changes, suggest risk/impact of changes, detect unauthorized changes, manage change windows

Problem Management Automation Automate problem management tasks e.g. identify related incidents, create problem tickets, suggest root cause.

Analyze Discovery Data Analyze data on the design of components in the IT environment e.g. dependencies, endpoints, licenses, asset data, workflows, and configuration data.

Performance & Capacity Management Automation Algorithms automate performance & capacity management tasks e.g. identify workloads nearing capacity limits, identify bottlenecks and possible remediation.

Explainable and Trainable Algorithms Decisions and actions generated by the tool can be reviewed, and adjustments can be made to decision-making algorithms to improve results.

Analyze Activity Data Analyze activity data e.g. event logs, tickets, network packets.

Security Operations Automation Automate security operations e.g. threat and vulnerability management, compliance management, security incident and event management.

Data Visualization Visualize customer data in configurable dashboards or reports, and easily share these visualizations with decision makers.

Operational Task Automation Execute operational tasks in response to commands, requests, incidents or alerts with minimal or no human supervision.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Also Featured in...

IT Service Management - Enterprise

ServiceNow IT Service Management Reviews

Solid, if a bit inefficient

Likeliness to Recommend

Pros

Cons

Jenn W.

Expensive without true ROI seen

Likeliness to Recommend

Pros

Cons

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Feature Ratings

Incident Management Automation

Event & Alert Management Automation

Change Control Automation

Problem Management Automation

Analyze Discovery Data

Performance & Capacity Management Automation

Explainable and Trainable Algorithms

Analyze Activity Data

Security Operations Automation

Data Visualization

Operational Task Automation

Vendor Capability Ratings

Ease of IT Administration

Vendor Support

Availability and Quality of Training

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization

Business Value Created

Ease of Data Integration

Ease of Implementation

Quality of Features

Usability and Intuitiveness