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

8.6 /10

201 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.

89 Likeliness to Recommend

1
Since last award

97 Plan to Renew

83 Satisfaction of Cost Relative to Value

{y}

{name}

Emotional Footprint Overview

+84 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

Reporting

Integrated Knowledge Management

Service Catalog

Multi-Site Functionality

End User Self Serve

End User Support Solutions

Systems Management Integration

Integration With IT Tools

Technician Administration

Business Application Integration

Multi Device Capability

Vendor Capability Ratings

Average 80

Breadth of Features

Quality of Features

Business Value Created

Ease of Data Integration

Ease of IT Administration

Vendor Support

Availability and Quality of Training

Ease of Implementation

Product Strategy and Rate of Improvement

Ease of Customization

Usability and Intuitiveness

ServiceNow IT Service Management Reviews

Role: Information Technology
Industry: Consulting
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Sep 2020

Great for PPM!

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Cons

Vendor Friendly Policies
Less Fair
Vendor's Interest First

Jenn W.

Role: Information Technology
Industry: Banking
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2020

Expensive without true ROI seen

Likeliness to Recommend

6 /10

What differentiates ServiceNow IT Service Management from other similar products?

Nothing to note here. I am truly NOT a SN fan. The interface is clunky and overall application lacks user interface intutive functionality.

What recommendations would you give to someone considering this product?

Find some of your most complex tasks and needs. Request a demo to see how your business can manage with the tool. If you have layered technology areas and groups - quality/need/assessment and delivery are required to ensure the organization realizes the value of the tools.

Pros

Reliable
Helps Innovate
Continually Improving Product
Inspires Innovation

Cons

Less Performance Enhancing
Less Productive

Muhammad J.

Role: Information Technology
Industry: Food and Beverage
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Aug 2020

Best Solution for Incident and problem Management

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

Service Now is a very well suited application for any organization. it is very easy to use and best place for project management. in our organization we are using this platform for Incident management. problem management and asset management. it is best integration with all other 3rd parties application.

What is your favorite aspect of this product?

Service Now provide us very easy interface where our employee can easily highlight their issues and problem and our service desk team always availible to support them and trying to solve problem as soon as possible. service now is very good for automation and it is very easy customization platform

What do you dislike most about this product?

Support team is taking so much time if service now is down and we are facing some technical issue on it

What recommendations would you give to someone considering this product?

It is very nice and best product i must want to say use it in your organization it is very secure and best platform

Pros

Enables Productivity
Trustworthy
Respectful
Fair

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

97 Plan to Renew

83 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+84 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

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

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.

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

Multi-Site Functionality Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.

End User Self Serve Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.

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.

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

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

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

Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM.

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.

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.

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.

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.

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

Great for PPM!

Likeliness to Recommend

Pros

Cons

Jenn W.

Expensive without true ROI seen

Likeliness to Recommend

Pros

Cons

Muhammad J.

Best Solution for Incident and problem Management

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

Feature Ratings

Reporting

Integrated Knowledge Management

Service Catalog

Multi-Site Functionality

End User Self Serve

End User Support Solutions

Systems Management Integration

Integration With IT Tools

Technician Administration

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

Vendor Support

Availability and Quality of Training

Ease of Implementation

Product Strategy and Rate of Improvement

Ease of Customization

Usability and Intuitiveness