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Overall experience with ServiceNow IT Service Management
“Optimize service delivery and enhance incident response with ServiceNow IT Service Management.”
“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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User Sentiment About ServiceNow IT Service Management
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ServiceNow IT Service Management Likes & Dislikes
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.
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.
It's very powerful. There's endless amounts of options for you to configure your user experience and you can make sure every issue gets routed to the right team. Besides this, for every update that happens on the case everyone gets informed: The user, their manager and the IT team. It's definitely a plus when everyone involved gets all the communication at the same time, via the case and by email.
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.
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.
Navigating the setup that we're using is definitely my biggest challenge. This may just be the way we have it setup, but there's a lot of options everywhere and sometimes finding the right place where to create the ticket for my need can be like navigating a maze. I guess it's more of an issue where more items kept being added all the time until it got to this stage. Could do with consolidation, just like any organizing tool you use for a long time.
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ServiceNow IT Service Management Reviews and Ratings
- 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. - Associate Draas Specialist Us1B-10B USDIT ServicesReview Source
ServiceNow Delivers Reliability and Integration Despite High Costs and Learning Curve
ServiceNow is the industry standard for a reason, it is beyond reliable, it is extremely capable, and it is cross-functional with so many other tools and agents that we employ