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ServiceNow IT Service Management Logo Award Winner Product Badge
ServiceNow IT Service Management Logo Award Winner Product Badge
ServiceNow

ServiceNow IT Service Management

Composite Score
8.7 /10
CX Score
8.8 /10
Category
ServiceNow IT Service Management
8.7 /10

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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Awards & Recognition

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

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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


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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?

4% Negative
5% Neutral
91% Positive

Pros

  • Reliable
  • Enables Productivity
  • Security Protects
  • Respectful

Feature Ratings

Average 83

Integrated Knowledge Management

84

Reporting

84

Service Catalog

84

Multi-Site Functionality

83

End User Self Serve

83

End User Support Solutions

82

Integration With IT Tools

81

Technician Administration

81

Systems Management Integration

81

Business Application Integration

81

Multi Device Capability

80

Vendor Capability Ratings

Average 81

Breadth of Features

85

Quality of Features

84

Business Value Created

83

Ease of Data Integration

82

Ease of IT Administration

81

Ease of Implementation

80

Vendor Support

80

Availability and Quality of Training

80

Product Strategy and Rate of Improvement

79

Ease of Customization

79

Usability and Intuitiveness

79

ServiceNow IT Service Management Reviews

Ahmed H.

  • Role: Information Technology
  • Industry: Communications
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jan 2021

Easy of use, but it is expensive

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

it is easy of use and easy in development and UI is good

What is your favorite aspect of this product?

UI is good and development in the product

What do you dislike most about this product?

some delay in support , some times it crashes while deploy

What recommendations would you give to someone considering this product?

he need to train the employees very well to use all features of this product

Pros

  • Helps Innovate
  • Efficient Service
  • Saves Time
  • Client's Interest First
  • Role: Information Technology
  • Industry: Insurance
  • Involvement: IT Development, Integration, and Administration
Validated Review
Anonymous Reviewer

Submitted Jan 2021

Easy to use, quality features

Likeliness to Recommend

8 /10

Pros

  • Continually Improving Product
  • Respectful
  • Helps Innovate
  • Reliable

Cons

  • Less Efficient Service

James W.

  • Role: Information Technology
  • Industry: Education
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jan 2021

Customizable and flexible

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

Customizable and flexible for a dynamic environment

What is your favorite aspect of this product?

Ease of use as a SaaS solution

What do you dislike most about this product?

It can be be confusing when working with both the scrum infrastructure (uses stories) and break/fix IT support (uses incidents). Stories can be created off incidents but also off of demands, change requests, etc. You can't turn an incident into a story and vice versa.

What recommendations would you give to someone considering this product?

Consider the SSO integration - it's great.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Most Popular ServiceNow IT Service Management Comparisons

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