This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-888-670-8889 (US/CAN) or
+1-519-432-3550 (International)

ServiceNow

ServiceNow IT Service Management

Composite Score

8.7 /10

CX Score

8.8 /10

217 Reviews Write a Review

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 Assistance

Awards & Recognition

ServiceNow IT Service Management won the following awards in the IT Service Management - Enterprise category

Filter By

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.

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

{y}

{name}

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?

3% Negative

5% Neutral

92% Positive

Pros

Reliable
Enables Productivity
Security Protects
Respectful

Feature Ratings

Average 83

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

Average 81

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

Role: Information Technology
Industry: Healthcare
Involvement: Business Leader or Manager

Validated Review

Anonymous Reviewer

Submitted May 2024

Robust, but often overly complex

Likeliness to Recommend

7 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Vimal K.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2024

Fantastic product

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Service Management from other similar products?

Everything is superb, managing of problem tickets with change or incident is very easy. Searching of events are simple

What is your favorite aspect of this product?

Integration of service now with third party tools in auto creation of incidents with severity and priority

What do you dislike most about this product?

Nothing to dislike

What recommendations would you give to someone considering this product?

Best product in market now for itsm

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

Ranjith K.

Role: Information Technology
Industry: Construction
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2024

Efficient IT Service Management with ServiceNow

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

ServiceNow IT Service Management distinguishes itself with a comprehensive suite of tools and robust workflow automation capabilities. Unlike its counterparts, ServiceNow offers a unified platform that seamlessly integrates IT service delivery across the organization. Its strong reporting and analytics features empower data-driven decision-making, while its cloud-based architecture ensures scalability and adaptability to evolving business needs. Overall, ServiceNow excels in functionality, integration, and scalability within the IT service management landscape.

What is your favorite aspect of this product?

My favorite aspect of ServiceNow IT Service Management is its user-friendly interface and intuitive design. I appreciate how easy it is to navigate the platform and access all the essential IT service management tools and features. Whether I'm managing incidents, handling service requests, or tracking changes, ServiceNow makes the process straightforward and efficient. Additionally, I find the customizable dashboards and reporting capabilities to be highly valuable, as they allow me to monitor IT operations and performance effectively.

What do you dislike most about this product?

One aspect of ServiceNow IT Service Management that I find challenging is the complexity of its configuration and setup process. While the platform offers extensive customization options to tailor it to specific organizational needs, navigating and implementing these configurations can be time-consuming and require technical expertise.

What recommendations would you give to someone considering this product?

For those considering ServiceNow IT Service Management, I would recommend thoroughly assessing your organization's IT service management needs and requirements. Take advantage of the platform's free trial or demo options to explore its features and functionalities and evaluate its suitability for your specific use case.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Latest Research

ServiceNow IT Service Management

What is ServiceNow IT Service Management?

Company Details

Need Assistance?

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

ServiceNow IT Service Management Ratings

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

+86 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

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

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.

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

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.

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.

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

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.

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

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

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

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.

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.

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.

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.

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.

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.

ServiceNow IT Service Management Reviews

Robust, but often overly complex

Likeliness to Recommend

Pros

Vimal K.

Fantastic product

Likeliness to Recommend

Pros

Ranjith K.

Efficient IT Service Management with ServiceNow

Likeliness to Recommend

Pros

Most Popular ServiceNow IT Service Management Comparisons

Ivanti Neurons for ITSM

TeamDynamix ITSM

OMNITRACKER

IFS assyst

IBM Maximo

BMC Helix ITSM

Title

1
Since last award

1
Since last award

1
Since last award

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