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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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
Negative
Neutral
Positive
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
Sandis G.
- Role: Information Technology
- Industry: Manufacturing
- Involvement: IT Leader or Manager
Submitted Mar 2023
The benchmark ITSM solution
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
Completness of the solution & the seamless integration (one platform) with other ServiceNow products
What is your favorite aspect of this product?
Premium, enterprise grade solutions
What do you dislike most about this product?
limitations
What recommendations would you give to someone considering this product?
It's really a benchmark product, in case you are considering other ITSM solutions, consider doing a comparison with ServiceNow ITSM
Pros
- Helps Innovate
- Continually Improving Product
- Enables Productivity
- Inspires Innovation
Cons
- Vendor's Interest First
Poorna H.
- Role: Information Technology
- Industry: Engineering
- Involvement: IT Leader or Manager
Submitted Feb 2023
Best ITSM tool ever!
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
It supports customization, saves time, enhances productivity, supports work integration, and handles repetitive tasks. Best of all, it eliminates human error. If you desire to improve your company's service delivery, the ServiceNow platform got you covered.
What is your favorite aspect of this product?
Advance reporting capabilities and supports customization.
What do you dislike most about this product?
No such issues.
What recommendations would you give to someone considering this product?
The platform allows you to integrate various organizational roles and services. With ServiceNow, you can have a coordinated integration of HR Services, Customer Service, Security Operations, and other departmental functions. The integration feature will help you spend less on data transfer, new programs, and the training of workers.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Derek A.
- Role: Information Technology
- Industry: Retail
- Involvement: IT Leader or Manager
Submitted Feb 2023
Great product but very expensive
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
leading ITSM tool, feature rich and pushing boundaries but incredibly expensive
What is your favorite aspect of this product?
Flexibility and customization
What do you dislike most about this product?
Very high cost.
What recommendations would you give to someone considering this product?
If you can afford it, get in experienced staff to customise and maintain the system
Pros
- Helps Innovate
- Continually Improving Product
- Includes Product Enhancements
- Reliable
Cons
- Less Generous
