ServiceNow

ServiceNow IT Service Management

8.6 /10

193 Reviews Write a Review

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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.

88 Likeliness to Recommend

1
Since last award

97 Plan to Renew

1
Since last award

83 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+83 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

7% Neutral

89% Positive

Pros

Reliable
Enables Productivity
Helps Innovate
Performance Enhancing

Feature Ratings

Average 82

Reporting

Service Catalog

End User Self Serve

Multi-Site Functionality

Integrated Knowledge Management

End User Support Solutions

Integration With IT Tools

Systems Management Integration

Business Application Integration

Technician Administration

Multi Device Capability

Vendor Capability Ratings

Average 81

Breadth of Features

Quality of Features

Business Value Created

Ease of IT Administration

Vendor Support

Ease of Data Integration

Availability and Quality of Training

Ease of Implementation

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of Customization

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Score 7.6

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ServiceNow IT Service Management Reviews

Wilbert R.

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

Validated Review

Verified Reviewer

Submitted Oct 2020

This is a fantastic Product, very customizable

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

This product is highly customizable.

What is your favorite aspect of this product?

The agility to create service tickets on the cloud.

What do you dislike most about this product?

There is nothing to dislike

What recommendations would you give to someone considering this product?

Train well your personnel.

Pros

Continually Improving Product
Trustworthy
Efficient Service
Effective Service

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

Validated Review

Anonymous Reviewer

Submitted Sep 2020

Great for PPM!

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Cons

Vendor Friendly Policies
Less Fair
Vendor's Interest First

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

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

ServiceNow IT Service Management Ratings

88 Likeliness to Recommend

1 Since last award

97 Plan to Renew

1 Since last award

83 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+83 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

Reporting Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.

Service Catalog Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store.

End User Self Serve Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.

Multi-Site Functionality Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.

Integrated Knowledge Management Database integrated with ticketing system for sharing information between technicians, single source or able to federate multiple sources into a single search.

End User Support Solutions Tools to benefit end users such as single sign-on to self-serve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words.

Integration With IT Tools Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.

Systems Management Integration APIs available for straightforward integration with multiple systems management tools such as network monitoring to create tickets for action items. May include aggregated alerts, views and dashboards

Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM.

Technician Administration Easily designed forms, templates, task management, and workflows using codeless customization.

Multi Device Capability Intuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users and technicians.

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

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.

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.

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 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.

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

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.

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.

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.

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.

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.

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ServiceNow IT Service Management Reviews

Wilbert R.

This is a fantastic Product, very customizable

Likeliness to Recommend

Pros

Great for PPM!

Likeliness to Recommend

Pros

Cons

Jenn W.

Expensive without true ROI seen

Likeliness to Recommend

Pros

Cons

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Feature Ratings

Reporting

Service Catalog

End User Self Serve

Multi-Site Functionality

Integrated Knowledge Management

End User Support Solutions

Integration With IT Tools

Systems Management Integration

Business Application Integration

Technician Administration

Multi Device Capability

Vendor Capability Ratings

Breadth of Features

Quality of Features

Business Value Created

Ease of IT Administration

Vendor Support

Ease of Data Integration

Availability and Quality of Training

Ease of Implementation

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of Customization