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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Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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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
98 Plan to Renew
84 Satisfaction of Cost Relative to Value
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.
+87 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
- Respectful
- Security Protects
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
Reporting
Integrated Knowledge Management
Service Catalog
End User Self Serve
Multi-Site Functionality
End User Support Solutions
Technician Administration
Systems Management Integration
Integration With IT Tools
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
Product Strategy and Rate of Improvement
Availability and Quality of Training
Ease of Customization
Usability and Intuitiveness
ServiceNow IT Service Management Reviews
Steven C.
- Role: Information Technology
- Industry: Healthcare
- Involvement: IT Leader or Manager
Submitted Jun 2023
Easy to use. Dashboard building is cumbersome.
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
Industry leader Follows logical ITSM workflows out of the box
What is your favorite aspect of this product?
Configuration items and Self Service for users.
What do you dislike most about this product?
Reporting can sometimes be challenging. Identifying the correct tables where your data lives can sometimes be hard. Creating and sharing dashboards among immediate teams and greater colleagues is hokey / cumbersome.
What recommendations would you give to someone considering this product?
If you don鈥檛 hire a good SN developer make sure you bring in a great consultant. Depending on your size consider a phased approach to implementing different modules. Make sure you have standards and templates prepared for staff consumption when you roll it out.
Pros
- Reliable
- Enables Productivity
- Helps Innovate
- Performance Enhancing
MUHAMMED SHIYAD C.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted May 2023
Awesome product, reduce your management headache
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
IT Service Management (ITSM) Suite: ServiceNow provides a comprehensive ITSM suite that encompasses incident management, problem management, change management, asset management, and service catalog. Enterprise Service Management (ESM): ServiceNow goes beyond ITSM and extends its capabilities to other departments and functions within an organization, such as HR, facilities, finance, legal, and more.
What is your favorite aspect of this product?
Simple and very easy to use even for beginners.
What do you dislike most about this product?
Updating or changing data takes long process.
What recommendations would you give to someone considering this product?
Review your business requirements if they are aligning with your wants and product features then it is a good product currently available in the market.
Pros
- Performance Enhancing
- Efficient Service
- Helps Innovate
- Continually Improving Product
Avan K.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Mar 2025
Service now feedback
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
It gives very good view of reports, multiple reports in a dashboard
What is your favorite aspect of this product?
I can download the reports in few seconds and can customise each report as per requirement
What do you dislike most about this product?
Latest update of this product is not much good in terms of graphics
What recommendations would you give to someone considering this product?
They can use it without any problem, it's tested
Pros
- Helps Innovate
- Inspires Innovation
- Caring
- Saves Time
