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
Negative
Neutral
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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
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
Aarti A.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Feb 2022
Great IT Service Management product
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
The ticket creation in ServiceNow is super easy. It hardly takes any major steps and so is easy to be learned even by beginners!
What is your favorite aspect of this product?
The dashboard is easy to use and customizable. This enables users to customize it to their needs and requirements and increase productivity.
What do you dislike most about this product?
There are not any major drawbacks that I have faced while using ServiceNow. The only small issue I have had is with the comments added in the tickets can sometimes not pop up.
What recommendations would you give to someone considering this product?
This is one of the best IT service management products in the market. It really helps in streamlining your projects and has a user-friendly interface.
Pros
- Continually Improving Product
- Reliable
- Enables Productivity
- Trustworthy
