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
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
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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
Sanket P.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Feb 2025
Powerful and Scalable ITSM Solution with Seamless
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
ServiceNow ITSM stands out with its cloud-native platform, AI-driven automation, seamless integrations across ITOM, ITAM, and SecOps, intuitive user interface, and low-code development capabilities, providing faster implementations and continuous upgrades compared to other ITSM products.
What is your favorite aspect of this product?
My favorite aspect of ServiceNow ITSM is its automation capabilities with tools like Flow Designer for seamless workflow automation, and the fact that users can log in from anywhere using a single URL, eliminating the need for software installation making it highly accessible and efficient.
What do you dislike most about this product?
One downside of ServiceNow ITSM is its complex pricing model and the potential for higher costs, especially for smaller organizations or those with limited resources, as it can become expensive as additional features and modules are added.
What recommendations would you give to someone considering this product?
I recommend ServiceNow ITSM for its powerful automation, scalability, and easy integrations. Just be mindful of the costs and the learning curve, especially if you're a smaller organization.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Enables Productivity
Piyush M.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Nov 2024
One stop solution for IPM.
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
ServiceNow IT service Management has lots of features to cover all areas of Incident/Problem/Change management. Its service catalog is also impressive to cater new updates.
What is your favorite aspect of this product?
Easy and Simple design to use. Enough functionalities to cater required details.
What do you dislike most about this product?
A bit of leggy when configured multiple integrations.
What recommendations would you give to someone considering this product?
Highly effective for Incident/Problem/Change management.
Pros
- Enables Productivity
- Efficient Service
- Inspires Innovation
- Saves Time
Cons
- Vendor's Interest First
- Under Delivered
Sai krishna M.
- Role: Information Technology
- Industry: Insurance
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2024
One stop solution for all IT needs.
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
Ease of integration and overall flexibility over the IT infrastructure management at the enterprise level.
What is your favorite aspect of this product?
User friendly Interface and Easy to implement features.
What do you dislike most about this product?
cost little bit
What recommendations would you give to someone considering this product?
I would like to recommend this this is decentralized product for all IT infrastructure management needs.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
