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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Neutral
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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
Ramone P.
- Role: Information Technology
- Industry: Manufacturing
- Involvement: IT Leader or Manager
Submitted Mar 2022
ServiceNow is a complete solution
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
Features Customer Support API integrations
What is your favorite aspect of this product?
Visual friendly Web-based
What do you dislike most about this product?
No dislikes as ye- does come with a high learning curve
What recommendations would you give to someone considering this product?
I recommend taking time to research, Service Now provides all the features you will need but be sure to research as implementation takes time depending on prior infrastructure
Pros
- Helps Innovate
- Continually Improving Product
- Enables Productivity
- Trustworthy
Petar M.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Mar 2022
Biggest player on the market right now
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
Biggest player on the market. Has by far the most integrations. Plugins store with a lot of add-ons available.
What is your favorite aspect of this product?
How customizable it is. SaaS.
What do you dislike most about this product?
They removed the iframe integrations.
What recommendations would you give to someone considering this product?
If cost is not an issue, this is the best solution out there at the moment.
Pros
- Reliable
- Saves Time
- Respectful
- Helps Innovate
Cons
- Slower Product Innovation
- Commodity Features
- Less Efficient Service
Miguel N.
- Role: Information Technology
- Industry: Consulting
- Involvement: IT Leader or Manager
Submitted Feb 2022
The best PaaS in the market, but very expensive!
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
Platform as a service, I believe that the custom modules are a great addition, ticket management is a smooth and very outlined and streamlined process.
What is your favorite aspect of this product?
Reliability and traceability of incidents
What do you dislike most about this product?
Licencing is confusing with every release.
What recommendations would you give to someone considering this product?
Get yourself an authorized vendor/consultant for the implementation this is something that your internal team will not be capable of doing, and be prepared to be frustrated several times during the implementation process, ultimately it will be worth it.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
