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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

Wilbert R.

  • Role: Information Technology
  • Industry: Energy
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Oct 2020

This is a fantastic Product, very customizable

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

This product is highly customizable.

What is your favorite aspect of this product?

The agility to create service tickets on the cloud.

What do you dislike most about this product?

There is nothing to dislike

What recommendations would you give to someone considering this product?

Train well your personnel.

Pros

  • Continually Improving Product
  • Trustworthy
  • Efficient Service
  • Effective Service
  • 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

Most Popular ServiceNow IT Service Management Comparisons

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