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
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
Kalpana S.
- Role: Information Technology
- Industry: Chemicals
- Involvement: IT Leader or Manager
Submitted Sep 2022
Initially expensive but is well worth the spend!
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
Ease of use
What is your favorite aspect of this product?
Reporting and analytics
What do you dislike most about this product?
Form development and coding
What recommendations would you give to someone considering this product?
Compare the long term costs vs value derived
Pros
- Helps Innovate
- Continually Improving Product
- Security Protects
- Reliable
Cons
- Under Delivered
Shailendra Kumar K.
- Role: Operations
- Industry: Consulting
- Involvement: IT Leader or Manager
Submitted Aug 2022
Fantastic product
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
Easy to implement in cloud palrforms
What is your favorite aspect of this product?
Reporting dashboard with customisation is good
What do you dislike most about this product?
Sometimes incidents list missed in running query
What recommendations would you give to someone considering this product?
User friendly product, support also good
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Wesley H.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Aug 2022
Fantastic incidents tracking capacity.
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
It has an available helpdesk where our technical support team can create tickets on behalf of callers that need assistance with some technology. And those of us who are to navigate service now can create our own tickets. The platform works well our IT related technical activities.
What is your favorite aspect of this product?
Creating tickets for incidents is very straightforward. We are able to easily trigger workflows and create and assign tasks to different support groups to provide solutions to the problems. I also love the fact that it is highly customizable we are able to build the forms we want and use the forms for building reports to track our progress.
What do you dislike most about this product?
We have to pay extra for additional services which are often very expensive. Tasks like server discovery and retrieval of information from the servers on network need payment.
What recommendations would you give to someone considering this product?
ServiceNow have a very quick and responsive support team. It is suitable for companies that need need an easy way to distribute tickets and also have a large service desk that needs to address issues and requests for several users.
Pros
- Reliable
- Trustworthy
- Efficient Service
- Effective Service
