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.
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Real user data aggregated to summarize the product performance and customer experience.
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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
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Since last award
98 Plan to Renew
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Since last award
84 Satisfaction of Cost Relative to Value
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Since last award
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?
Pros
- Reliable
- Enables Productivity
- Security Protects
- Respectful
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
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Feature Ratings
Service Catalog
Integrated Knowledge Management
Reporting
End User Self Serve
Multi-Site Functionality
End User Support Solutions
Technician Administration
Systems Management Integration
Business Application Integration
Integration With IT Tools
Multi Device Capability
Vendor Capability Ratings
Breadth of Features
Quality of Features
Business Value Created
Ease of Data Integration
Ease of IT Administration
Ease of Implementation
Availability and Quality of Training
Vendor Support
Product Strategy and Rate of Improvement
Ease of Customization
Usability and Intuitiveness
ServiceNow IT Service Management Reviews
Kofi A.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Aug 2023
Superb ServiceNow
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
ServiceNow has a total package for service management. Incident are easily linked to assets. Change Request are easily linked to Assets and you can easily read the history of tickets.
What is your favorite aspect of this product?
I love the fact that you can build your own reports and make analysis. It made it easier for my weekly report. Unlike the current SysAid we use, which you will have to ask vendor to build most customized reports at a cost.
What do you dislike most about this product?
May be I did not take time to experience a dislike of the product
What recommendations would you give to someone considering this product?
It is the best ITSM product i have ever used
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
Prabhu V.
- Role: Information Technology
- Industry: Banking
- Involvement: End User of Application
Submitted Aug 2023
Super useful product but a bit complex for beginer
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
ServiceNow IT Service Management stands out with its cloud-based model, advanced capabilities, and extensive integrations. For instance, imagine a rapidly expanding business - ServiceNow's cloud approach enables seamless scaling, saving time and resources. Its AI-driven incident prediction and broad integrations streamline operations. This sets ServiceNow apart from competitors, offering agility, efficiency, and comprehensive solutions in ITSM.
What is your favorite aspect of this product?
My favorite aspect of this product is undoubtedly its robust incident management capabilities. The systematic approach to handling incidents ensures swift resolutions, minimizing disruptions and downtime. This feature empowers efficient coordination and communication within IT teams, leading to improved service quality and user satisfaction. The structured incident management workflow not only enhances issue resolution but also provides valuable insights for process improvement, contributing to a more reliable and responsive IT service environment.
What do you dislike most about this product?
One aspect that I find somewhat limiting is the way copying a record functions. While the copy feature is useful, it could be enhanced to replicate all the associated tasks, sub-tasks, and relevant information. Currently, certain details might not be duplicated, requiring additional manual effort to ensure comprehensive record replication. Having a more comprehensive copy functionality would greatly streamline the process and enhance efficiency, making it even more user-friendly and saving valuable time for users.
What recommendations would you give to someone considering this product?
For those considering this product, my advice is to leverage ServiceNow ITSM's cloud-based agility, advanced AI features, & seamless integrations. Embrace the structured incident management for efficient issue resolution. Consider potential enhancements like refining the copy feature for comprehensive record duplication. Prioritize thorough training, customization,& interdepartmental collaboration for optimal utilization. Engage with the support and user community to fully harness the platform's capabilities.This approach ensures streamlined & efficient IT service management, making ServiceNow ITSM a compelling choice for modern organization.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Kruthika T.
- Role: Information Technology
- Industry: Banking
- Involvement: End User of Application
Submitted Aug 2023
Awesome tool but needs a bit of Improvement
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
ServiceNow IT Service Management uniquely stands out with its integrated approach, seamlessly connecting IT processes, operations, and automation. Its user-friendly interface and intuitive self-service empower efficient workflows. The platform's scalability and customization options ensure a tailored fit for diverse industries. This holistic solution eradicates silos, enhances collaboration, and adapts to varying needs, making it a versatile choice. ServiceNow redefines IT service management by offering a unified and agile solution, setting it apart from the competition.
What is your favorite aspect of this product?
My preferred aspect of this product is its robust change management capabilities. The structured approach to handling changes ensures smooth transitions while minimizing disruptions. This feature fosters better control over IT environments and enhances overall operational stability, making it a standout advantage of the product.
What do you dislike most about this product?
One aspect that can be frustrating is the navigation inconsistency in maintaining history when using the buttons. Occasionally, when clicking "update" or other buttons, the navigation might unexpectedly lead to a different record, making it challenging to track changes and causing potential confusion. A more consistent and predictable navigation system would greatly improve the overall usability and accuracy of ServiceNow IT Service Management.
What recommendations would you give to someone considering this product?
For those considering ServiceNow IT Service Management, I recommend comprehensive training for team members, leveraging customization for tailored workflows, and embracing self-service features for issue resolution. Stay engaged with the ServiceNow community and support resources for best practices. Collaborate closely with IT teams to align objectives and ensure seamless integration. Following these steps will optimize ServiceNow for effective IT service management and operational excellence.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
