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
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Real user data aggregated to summarize the product performance and customer experience.
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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 Likeliness to Recommend
97 Plan to Renew
80 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.
+84 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
- Helps Innovate
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
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Feature Ratings
Integrated Knowledge Management
Service Catalog
Reporting
End User Self Serve
Multi-Site Functionality
Systems Management Integration
Technician Administration
End User Support Solutions
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
Product Strategy and Rate of Improvement
Usability and Intuitiveness
Availability and Quality of Training
Ease of Customization
Vendor Support
ServiceNow IT Service Management Reviews
Kruthika T.
- Role: Information Technology
- Industry: Banking
- Involvement: End User of Application
Submitted Aug 2023
Awesome tool but needs a bit of Improvement
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
ServiceNow IT Service Management uniquely stands out with its integrated approach, seamlessly connecting IT processes, operations, and automation. Its user-friendly interface and intuitive self-service empower efficient workflows. The platform's scalability and customization options ensure a tailored fit for diverse industries. This holistic solution eradicates silos, enhances collaboration, and adapts to varying needs, making it a versatile choice. ServiceNow redefines IT service management by offering a unified and agile solution, setting it apart from the competition.
What is your favorite aspect of this product?
My preferred aspect of this product is its robust change management capabilities. The structured approach to handling changes ensures smooth transitions while minimizing disruptions. This feature fosters better control over IT environments and enhances overall operational stability, making it a standout advantage of the product.
What do you dislike most about this product?
One aspect that can be frustrating is the navigation inconsistency in maintaining history when using the buttons. Occasionally, when clicking "update" or other buttons, the navigation might unexpectedly lead to a different record, making it challenging to track changes and causing potential confusion. A more consistent and predictable navigation system would greatly improve the overall usability and accuracy of ServiceNow IT Service Management.
What recommendations would you give to someone considering this product?
For those considering ServiceNow IT Service Management, I recommend comprehensive training for team members, leveraging customization for tailored workflows, and embracing self-service features for issue resolution. Stay engaged with the ServiceNow community and support resources for best practices. Collaborate closely with IT teams to align objectives and ensure seamless integration. Following these steps will optimize ServiceNow for effective IT service management and operational excellence.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Manoj T.
- Role: Operations
- Industry: Retail
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2023
Overall good tool
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
Service Request Management: The platform offers a centralized system for handling service requests, such as hardware or software provisioning, password resets, or access permissions. ServiceNow ITSM automates the approval and fulfillment process for service requests, improving response times.
What is your favorite aspect of this product?
Problem Management: ServiceNow ITSM helps identify the root causes of recurring incidents or issues to prevent future occurrences. It facilitates problem investigation, analysis, and resolution.
What do you dislike most about this product?
Nothing to dislike as per my knowledge and experience.
What recommendations would you give to someone considering this product?
I highly recommend to people and business owner to use it.
Pros
- Performance Enhancing
- Enables Productivity
- Inspires Innovation
- Caring
Steven C.
- Role: Information Technology
- Industry: Healthcare
- Involvement: IT Leader or Manager
Submitted Jun 2023
Easy to use. Dashboard building is cumbersome.
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
Industry leader Follows logical ITSM workflows out of the box
What is your favorite aspect of this product?
Configuration items and Self Service for users.
What do you dislike most about this product?
Reporting can sometimes be challenging. Identifying the correct tables where your data lives can sometimes be hard. Creating and sharing dashboards among immediate teams and greater colleagues is hokey / cumbersome.
What recommendations would you give to someone considering this product?
If you don’t hire a good SN developer make sure you bring in a great consultant. Depending on your size consider a phased approach to implementing different modules. Make sure you have standards and templates prepared for staff consumption when you roll it out.
Pros
- Reliable
- Enables Productivity
- Helps Innovate
- Performance Enhancing
