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 AssistanceServiceNow 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
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
Santosh K.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Apr 2023
Cost Reductions & Improved Response Time
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
While it does have competition from other tools like Remedy, JIRA, Fresh service and Cherwell, it stands out with its cloud-based delivery model, advanced capabilities, and wide range of integrations and customization options
What is your favorite aspect of this product?
The service model appears as tasks, activities and processes from ServiceNow products, separated by cloud service. Together, these elements are part of a comprehensive managed workflow that supports features such as real-time communication, collaboration and resource sharing. ServiceNow offers specialized service management software for specific industries: Healthcare and life sciences. Financial services. Public sector. Manufacturing. Telecommunications. Technology.
What do you dislike most about this product?
It does not offer as much drag and drop functionality as other tools, and not as user friendly to non pro-developers as other solutions offer. While ServiceNow has committed to provide more and more capability in low-code solutions, it at times leads to Pro-Code developers feeling hindered by the capabilities
What recommendations would you give to someone considering this product?
ServiceNow is a cloudbased platform with workflow automation capabilities. The platform offers a suite of products and services that can help organizations streamline their operations, automate routine tasks, and improve general operational efficiency.
Pros
- Helps Innovate
- Performance Enhancing
- Trustworthy
- Efficient Service
Madhankkumar S.
- Role: Information Technology
- Industry: Telecommunications
- Involvement: IT Leader or Manager
Submitted Mar 2023
Effective End to End IT support using servicenow !
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
Best ticketing application in the market gives end to end support to manage it services effectively. The ticketing tool works great by collaborating with other team members for solving, approval etc.
What is your favorite aspect of this product?
The change request to deploy changes to production works really well. The workflow of the incident is simple and easy to understand. The notification and taking control of incidents using the same works so seamless.
What do you dislike most about this product?
The UI can be simpler to use as sometime finding the workflow and the complete features is cumbersome sometimes.
What recommendations would you give to someone considering this product?
Best IT service provider for larger enterprise .
Pros
- Reliable
- Efficient Service
- Client Friendly Policies
- Generous Negotitation
Mitchel C.
- Role: Consultant
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Mar 2023
Does anything you imagine, getting there is tough.
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
ServiceNow allows for incredible integrations and customization, but there can be significant hours of development required.
What is your favorite aspect of this product?
Features and capabilities can't be beat
What do you dislike most about this product?
Many times you need to know the names of specific tables you are searching for, Clicking around won't get you as far as other products.
What recommendations would you give to someone considering this product?
This may be the best-in-class software. I would recommend adding this to your RFP every time.
Pros
- Helps Innovate
- Continually Improving Product
- Performance Enhancing
- Trustworthy
