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“The Gold Standard for Enterprise Automation and Service Excellence”
“Old customer with wise wisdom”
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ServiceNow is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes.
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ServiceNow IT Service Management Likes & Dislikes
1. Unified Platform & Common Data Model: The ability to leverage the same platform for ITSM, ITOM, IRM, SPM and beyond ensures a single source of truth that reduces integration overhead. 2. Flow Designer & IntegrationHub: These low-code tools have significantly lowered the barrier for complex cross-platform automations, allowing for faster delivery cycles. 3. AI & Predictive Intelligence: The native AI capabilities for incident categorization and proactive problem management provide a clear path from reactive to proactive operations.
Product is providing a lot of value providing a catalog of services for my enterprise. It is easy to add new services and provide them to customers.
ServiceNow IT Service Management offers advanced task automation workflows which has allowed us to speed up service delivery operations like replies, by automating them. It also has powerful analytics features which help us to analyze all reported incidents in depth, making it easy and quick for us to resolve them. Its incident management features also help us to prioritize the most critical incidents, group similar incidents for quicker resolutions and understand the root causes of incidents which makes it easy to diagnose them. It also has request tracking features which help us to follow up on each request in order to make sure they were responded to and that the customer was satisfied. ServiceNow IT Service Management has great reporting tools that provide us with clear insights about reported incidents and requests, making it easy to identify recurring issues.
1. Complexity of CSDM Adoption: While the Common Service Data Model (CSDM) is essential for a healthy platform, the learning curve and effort required to align legacy data to the framework is significant. It often requires a level of organizational maturity that many clients struggle to achieve without heavy consultancy. 2. Technical Debt Management: Without strict governance and CTA-level oversight, it is very easy to over-customize, leading to upgrade pain in later releases. 3. Cross-Module Integration Governance: As the platform expands into ITOM, IRM, SPM and other modules, maintaining a consistent data schema across different business units becomes a major challenge. Without a strong centralized CoE (Center of Excellence), departments often create silos within the same instance, undermining the value of a unified platform.
We spend too much for the product and do not feel like we get the full value. Not getting direct enough support to extract full value. Not feeling the confidence from vendor to help us deliver full value.
We have been working with ServiceNow IT Service Management for a while now and there has not been a time that we have complained about it. All its features are easy to work with and the services we get are very satisfying.
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ServiceNow IT Service Management Reviews and Ratings
- Strategic Business Advisor50M-1B USDSoftwareReview Source
The Gold Standard for Enterprise Automation and Service Excellence
ServiceNow ITSM remains the industry gold standard for enterprise service management. From an architectural standpoint, the platform's ability to unify disparate business processes onto a single data model (CMDB) is its greatest strength. While the initial setup requires significant strategic planning and governance, the long-term ROI in terms of automation and visibility is unmatched. It's more than a ticketing tool; it's an operating system for the modern enterprise. - Senior Network Engineer50M-1B USDTelecommunicationReview Source
Optimize service delivery and enhance incident response with ServiceNow IT Service Management.
ServiceNow IT Service Management has given us a very smooth and successful experience in modernizing the way we deliver our IT services. With its advanced AI service delivery optimization features, we have been able to incredibly improve and streamline the quality of support services we offer our clients and customers. It has helped us to handle tickets and requests with much ease and accuracy allowing us to respond quickly to our customers and solve their needs the right way. ServiceNow IT Service Management has boosted the way we handle incidents by making it easy to analyze in depth each incident and this allows us to reduce the time we use to resolve an incident. - Technical Support Escalations1B-10B USDSoftwareReview Source
An Extremely Efficient Ticketing Tool that Allows Communication From All Parties Involved At All Times!
Our company uses this as the IT ticketing system and it's a world in itself. A lot of menus, each with their own sub-section of ticket you're creating that will take you to the right team that can handle your issue. Can be a bit overwhelming at first with all the options available, but that's our customization of the software. - IT Associate10B+ USDManufacturingReview Source
Scalable and reliable ITSM platform that delivers strong value at enterprise scale
Overall our experience with ServiceNow ITSM has been very good. In a large scale environment like ours, it has handled complex workflows and integrations quite well. It has helped bring better standardization and visibility across IT operations. The initial setup needed careful planning and the right expertise, but once in place, the platform has been stable, scalable, and reliable. It continues to add value as we expand use cases across the organization. We even ebonded our ITSM processes with MSP ServiceNow instances. - Manager50M-1B USDBankingReview Source
Powerful, scalable, and versatile ITSM platform with excellent time to value.
ServiceNow ITSM is a very versatile platform that scales from basic incident/request management to mature enterprise workflows without needing to re-platform. With a knowledgeable team, it provides superior time-to-value capabilities and can deliver meaningful improvements quickly.