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Overall experience with ServiceNow IT Service Management
“An Extremely Efficient Ticketing Tool that Allows Communication From All Parties Involved At All Times!”
“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
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.
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.
The most standout features of ServiceNow that I particularly appreciate can be summarized into three core aspects: its ease of use, its great customizability, and its superior reporting capabilities. The ease of use is a significant benefit, as the product's intuitive design allows for efficient operation. This simplicity extends across its various functionalities, making it accessible for a wide range of users within an organization. Its customizability is another highly valued attribute. ServiceNow offers extensive flexibility, enabling users to tailor the product to meet specific organizational requirements. For instance, within an agile methodology, it allows for the design of personalized Scrum workflows, including how backlogs are managed and stories are selected. This means that users are not locked into predefined standard templates, but rather have the freedom to configure the system to align precisely with their unique operational processes. This level of customization makes the tool feel like it's specifically built for one's own needs. Finally, the reporting functionality is exceptionally strong and stands out significantly compared to other tools. ServiceNow provides powerful filters that allow users to slice and dice data effectively, enabling the creation of comprehensive reports in virtually any desired format. These reports can be easily copied and integrated into various documents, such as presentations for management meetings, enhancing communication and decision-making. The availability of pre-built templates further simplifies the report generation process, as it negates the need to build configurations from scratch.
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.
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.
While my experience with ServiceNow has been largely positive, one area for potential improvement that I envision, particularly in the evolving technological landscape, is the further integration of Artificial Intelligence (AI). Currently, generating reports, while easy with existing drop-down menus, could be significantly enhanced. My personal suggestion and a feature on my wish list would be the ability to create comprehensive reports using a simple line of text, leveraging generative AI. This would eliminate the need for manual selection through various drop-downs, streamlining the reporting process. Although there are challenges, especially for complicated dashboards where natural language processing might be complex, it remains a desired feature for simpler reporting needs. Additionally, I would suggest the development of a more comprehensive and intelligent chatbot. While ServiceNow has introduced a chatbot, an enhanced version, potentially WhatsApp-enabled, would be incredibly beneficial. Such a chatbot could allow users to check ticket statuses, generate reports, and interact with the system in a natural language, conversational manner. I am quite confident that these enhancements, particularly concerning AI and generative AI, are likely already on ServiceNow's roadmap, given their status as a large company with a dedicated R&D team. However, as a user, these represent key areas where the tool could become even more user-friendly and efficient.
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ServiceNow IT Service Management Reviews and Ratings
- 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. - 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 - Network And Security Engineer50M-1B USDServices (non-Government)Review Source
Automation and Workflow Integrations Reduce Manual Effort in IT Operations Management
ServiceNow has significantly improved our IT operations by automating service requests, tracking incidents and managing changes all in one single space.We are able to manage all of our tickets, problems and changes in one space which reduces our response times.Its integrations capabilities with many of the monitoring tools we use, automating tasks and built in analytics and reporting we are able to prioritize on issues, communicate better and perform high quality service delivery. - It Associate1B-10B USDSoftwareReview Source
Top Tier ITSM with Smooth Operation for Large Scalable Orgs
It is a really great ITSM platform, easy to use and customize when it is implemented from the start as it will take time for for the whole set up process unless you have a dedicated ITSM team who are supporting it.