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
Integrated Knowledge Management
Reporting
Service Catalog
Multi-Site Functionality
End User Self Serve
End User Support Solutions
Integration With IT Tools
Technician Administration
Systems Management Integration
Business Application Integration
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
Vendor Support
Availability and Quality of Training
Product Strategy and Rate of Improvement
Ease of Customization
Usability and Intuitiveness
ServiceNow IT Service Management Reviews
Abdel E.
- Role: Sales Marketing
- Industry: Telecommunications
- Involvement: Business Leader or Manager
Submitted Feb 2023
It was okay for while we had it
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
It's great to have as a ticket managing system
What is your favorite aspect of this product?
The ease of use for ticketing
What do you dislike most about this product?
It didn't integrate well with other tools
What recommendations would you give to someone considering this product?
Perhaps looking at integration
Pros
- Enables Productivity
- Helps Innovate
- Reliable
- Appreciates Incumbent Status
Rebecca J.
- Role: Information Technology
- Industry: Retail
- Involvement: IT Leader or Manager
Submitted Feb 2023
Easy to use, wasn't messy looking
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
The ease of using the software
What is your favorite aspect of this product?
Editing how to view your tickets
What do you dislike most about this product?
Not much really
What recommendations would you give to someone considering this product?
Not too sure
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Peter C.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jan 2023
Very advanced, but very expensive
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
It has so many features and will satisfy any IT department that uses it. It does tons of different automation tasks and the ticketing system is well developed.
What is your favorite aspect of this product?
The knowledge base is incredibly useful to use and reuse. Then, you can pin KB articles that you regularly use to your side panel for easy access for common problems.
What do you dislike most about this product?
Can be complicated to use and is incredibly expensive -- not just annually for the license, but to setup.
What recommendations would you give to someone considering this product?
Check the cost and see if it works for your organization. Do plenty of demos and talk with the ServiceNow team to see if it's the right fit.
Pros
- Unique Features
- Helps Innovate
- Reliable
- Enables Productivity
Cons
- Charges for Enhancements
- Vendor Friendly Policies
- Less Generous
