Overview
Product Information on ServiceNow IT Service Management
What is ServiceNow IT Service Management?
ServiceNow IT Service Management Pricing
Overall experience with ServiceNow IT Service Management
“Optimize service delivery and enhance incident response with ServiceNow IT Service Management.”
“Old customer with wise wisdom”
Badges
About Company
Company Description
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.
Company Details
Do You Manage Peer Insights at ServiceNow?
Access Vendor Portal to update and manage your profile.
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About ServiceNow IT Service Management
Reviewer Insights for: ServiceNow IT Service Management
Deciding Factors: ServiceNow IT Service Management Vs. Market Average
Performance of ServiceNow IT Service Management Across Market Features
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.
Top ServiceNow IT Service Management Alternatives
Peer Discussions
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. - 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. - Chief Technology Officer<50M USDIT ServicesReview Source
ServiceNow Facilitates Agile and Waterfall Project Management for Diverse Organizations
I have had an overwhelmingly positive experience with ServiceNow, having used it almost continuously across various organizations. We primarily utilize it as an ITSM tool for managing all aspects of ticketing, both internal and external customer tickets. It is integral to our product development processes, easing all our agile workflows and project management needs, despite some agile project execution also happening on Jira for specific parts. My experiences involved tools which were popular at the time, but ServiceNow quickly displaced it in the market due to its inherent strengths. It offers remarkable flexibility, enabling the creation of diverse reports such as incident reports and release management reports. It supports various project management methodologies, with agile capabilities added later. Essential ITSM modules like project management, incident management, change management, and release management are effectively handled within the platform. An advantage is the ease of use and the speed of its web-based interface, which I have found to be very fast with no lack. The reporting functionality is strong, offering robust filters that allow users to slice & dice data to generate comprehensive reports for both personal use and management presentations. ServiceNow also provides many templates, which significantly streamline setup by eliminating the need to configure the entire system from scratch. The customization capabilities are a significant differentiator, allowing the product to be tailored to a very high degree, essentially becoming "kind of your own tool". For example, when implementing scrum within an agile methodology, ServiceNow enables users to design their own workflows, from backlog management to story selection, rather than being confined to rigid, standard frameworks provided by other tools. For our organization, it is beneficial and easy to maintain. I believe it is the best ITSM tool currently available in the market. - 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