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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceServiceNow 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
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
Scott P.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jan 2023
Feature rich and highly customizable
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
It has the power to do anything you could need it to. It's full of so many different tools, managers, automation.
What is your favorite aspect of this product?
The ability to keep track of tickets and solutions while being able to review past KBs and resolved tickets for current issues.
What do you dislike most about this product?
Very complicated to learn and requires a lot of set up. It is also incredibly expensive.
What recommendations would you give to someone considering this product?
Do plenty of demos and make sure it's right for your organization before taking the dive into the service.
Pros
- Helps Innovate
- Unique Features
- Reliable
- Performance Enhancing
Cons
- Less Efficient Service
- Vendor Friendly Policies
- Less Fair
Scott P.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jan 2023
Filled with advanced functionality.
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
It has so many great tools and resources to manage any and all ITSM needs. I have not seen an ITSM service quite like this one.
What is your favorite aspect of this product?
Its advanced features that allow for automation, integration, and high levels of end-user support.
What do you dislike most about this product?
Its a very dense service and can take some time to fully understand how to use. Not to mention it's very expensive, both the actual license, but also to have it set up and integrated into your organization.
What recommendations would you give to someone considering this product?
Make sure to spend time asking questions to your rep and run plenty of demos to make sure it's what will work best for your company. SNOW is best utilized (in my experience) by more well established enterprises who are looking to step-up their ITSM game.
Pros
- Reliable
- Enables Productivity
- Unique Features
- Helps Innovate
Cons
- Less Efficient Service
- Role: Finance
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Jan 2023
Tool is great, but a bit technical.
Likeliness to Recommend
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
