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ServiceNow IT Service Management

ServiceNow IT Service Management

Overview

What is ServiceNow IT Service Management?

Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management.

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Learn from top reviewers

ServiceNow IT Service Management - Leagues above the competition!

Rating: 10 out of 10
December 19, 2024
IncentivizedVetted ReviewVerified User
We use ServiceNow IT Service Management for all of the standard ITIL components. Change, Incident, Problem, Knowledge and Tasks. It is used by numerous departments in our orga...
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Verified user
Analyst
ServiceNow IT Service Management1 year of experience

ServiceNow IT Service Management Review

Rating: 8 out of 10
April 14, 2023
Vetted ReviewVerified User
We are using ServiceNow IT Service Management to create requests, incidents, and change request. If a new employee onbaording to the project need to raise a credentials, lapto...
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Harish kumar Vardineni
Project Manager - Information Technology
Technology Lead
Infosys Limited
ServiceNow IT Service Management4 years of experience

Tech guy with 15 years of experience annoyed with ServiceNow.

Rating: 9 out of 10
July 4, 2022
Vetted ReviewVerified User
It's being used across the whole organization. Our entire company sends and finishes tickets using the portal. We use each queue for IT, facilities, and others. Our business n...
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Max Lewenhaupt
Employee - Information Technology
EMEA Enterprise Support Specialist
Discovery Networks International
ServiceNow IT Service Management1 year of experience

ServiceNow really does provide service NOW

Rating: 9 out of 10
July 1, 2021
IncentivizedVetted ReviewVerified User
We use [ServiceNow IT Service Management] across our organization to handle all our our own internal support needs: IT issues and requests, employee assistance, etc. We used t...
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Jessica Rich
Manager - Product Management
Project manager
Indeed
ServiceNow IT Service Management1 year of experience

ServiceNow IT: The Best ITSM Tool You Must Have!

Rating: 9 out of 10
May 17, 2021
IncentivizedVetted ReviewVerified User
ServiceNow IT Service Management is being used across the organization. It is a very user-friendly and lightweight application. It is accepted by most of our clients to run in...
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Sandeep Singh
Consultant - Information Technology
Consultant
DXC Technology
ServiceNow IT Service Management5 years of experience
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Pricing

View all pricing

Starting Price

$10,000.00

Cloud
per year

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.8
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.3
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8.8
Avg 8.5
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Product Details

What is ServiceNow IT Service Management?

Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management, and (on the higher tier ITSM Professional plan) ITAM and software asset management.

ServiceNow IT Service Management Integrations

ServiceNow IT Service Management Competitors

ServiceNow IT Service Management Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management.

Agiloft Service Desk (discontinued), IFS Assyst, and CA Service Management, with CA Service Desk Manager are common alternatives for ServiceNow IT Service Management.

Reviewers rate Organize and prioritize service tickets and Self-service tools highest, with a score of 9.8.

The most common users of ServiceNow IT Service Management are from Enterprises (1,001+ employees).
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Comparisons

View all alternatives
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Reviews From Top Reviewers

View all reviews
Companies can't remove reviews or game the system. Here's why
(1-5 of 79)

Fast And Easy To Use Service Request/Change/Incident Management Tool

Rating: 7 out of 10
Incentivized
February 12, 2020
PB
PAULIUS BUCINSKAS
Analyst Digital Site Health
Western Union (Financial Services, 10,001+ employees)
Vetted Review
Verified User
ServiceNow IT Service Management
1 year of experience
Use Cases and Deployment Scope
ServiceNow replaced the Cherwell Service Management tool in our organization. We use this tool for Service Request, Incident Report and Change Request management company wide. Different operational teams are using the tool, both internal employees and outside customer service requests and issues escalation. The tool is also used for reporting purposes inside each support team.
Pros
  • Faster performance than competitor products.
  • User friendly interface.
Cons
  • Does not have a "paste from clipboard" option.
  • Missing some functions in Incident creation option (like adding a table in the description field).
Likelihood to Recommend
ServiceNow has a lot of useful training material. It is easy to get trained and be able to use the tool efficiently in a short period of time. Fast performance and a lot of different reporting options is a big plus of the tool.

Eureka! ServiceNow is SaaS for the MaaSes.

Rating: 8 out of 10
Incentivized
September 29, 2014
LC
Lee Cullom
President
Northcraft Analytics (Computer Software, 11-50 employees)
Vetted Review
Verified User
ServiceNow IT Service Management
4 years of experience
View profile
Use Cases and Deployment Scope

For an additional fee, detailed review can be found in State of the ITSM Market at: http://www.itsmuniversity.net

Northcraft Analytics is a provider of Business Intelligence applications for Enterprise IT. As such, we have created a pre-defined set of 2,000 measures and Key Performance Indicators for 11 ITIL process areas (as of August, 2014). ServiceNow (NOW) is currently #2 in market share in the IT Service Management market (estimated at @ 1.7 Billion WW in 2014). NOW is our 2nd most popular BI application as well as the fastest growing in our portfolio of products (this is directly correlated with NOW's growth in the ITSM market). In the development of our offering for NOW (which is on-going) we have learned a great deal about the product's capabilities. In addition, when offering support for our product to our customers we learn their needs with respect to IT Performance management across the commonly deployed NOW modules. In our opinion the most common problems addressed are:- Request Fulfillment Automation to increase productivity within medium to large enterprise IT departments.- Self-Service Shopping for Employees to reduce call volume and simplify access to company services- Business Service Management to enhance communication between IT, lines of business & executive management

Pros
  • Request Management & Fulfillment - ServiceNow has the strongest offering outside of "best of breed" players, such as Kinetic Data.
  • Knowledge Management that is tightly integrated to the Incident Management function with powerful text search built in.
  • Orchestration, specifically password reset automation for Active Directory
  • PaaS (Platform as a Service) - ServiceNow is designed for customization and new application creation. Most importantly, JavaScript is leveraged, which is an established standard language.
Cons
  • Upgradability - While NOW is customizable, it can become more difficult to upgrade if solid implementation expertise is missing at critical moments.
  • Pricing - ServiceNow's pricing model has become less transparent more expensive (due to lower discounting) and more complex post-IPO. This is a reflection of the pride NOW feels in the product... which is somewhat justified by revenue growth which outstrips that of their competitors.
  • Depth in Functionality - This is both a positive and a negative. Depth in functionality often increases the complexity of the application and decreases the usability. ServiceNow doesn't have the depth of an HP Service Manager of BMC Remedy IT Service Management, but this can be an advantage as well.
  • Lack of Native Multi-Tenancy - This can hamper ServiceNow deployments for Managed Service Providers.
Likelihood to Recommend
Well-suited:
  • Usability - Enterprise IT looking to establish a strong and simple front-end for automation of repeatable requests.
  • Simplicity - Small-Medium size enterprises who wish for a quick deployment of a user-friendly ITSM application.
  • Performance - Companies who are looking for an ITSM solution with strong, mature SaaS operations.
  • Flexibility/Agility - Companies that are interested in a customizable solution that fits their unique needs.
  • Breadth - Companies that are truly looking to establish a common platform (and database) for the most common ITSM/ESM needs.
Key Questions to ask:
  • How much do you charge for approvers?
  • Under what circumstances do you charge for employees accessing the system?
  • When would a customer use the out of the box mobile interface vs. purchasing a 3rd party add-on such as Mobile Reach? Why?
  • Under what circumstances would I need to consider purchasing ServiceNow business edition? Can you please tell us how to avoid customizing an out of the box script include up-front? So that we can avoid upgrade issues down the road?
  • Can you please show us how to create a change approval process that doesn't leverage one of the out of the box templates?
  • How often must we upgrade the application?
  • Which CMDB requirements would make Blazent or BDNA a necessary add-on purchase?
  • Use cases - Please, please, please come up with a detailed list of use cases.
Keep in mind:
  • Sometimes a vendor can win because they have the best demonstration. Consider using an independent 3rd party for demonstrations.
  • Vendors are typically not professional services companies, they are product companies. If possible, get multiple statements of work from different consulting organizations.

Great tool to track and tackle down incidents

Rating: 7 out of 10
Incentivized
December 21, 2020
SS
Saul Sanchez
Engineering Manager / Scrum Master
Vesta Corporation (Financial Services, 201-500 employees)
Vetted Review
Verified User
ServiceNow IT Service Management
3 years of experience
View profile
Use Cases and Deployment Scope
We use it to handle all of our IT requests for different departments, DBAs, Network, Infrastructure, security, applications, human resources new people onboarding, and IS. We also use it as our main tool to handle and schedule our delivery process and to submit change requests. And finally, this is the tool that we use to manage and handle our production incidents and problems
Pros
  • Organizing development process.
  • Handling production incidents.
  • Easy way to submit a ticket to request support, you have a friendly user catalogue.
Cons
  • There are some processes that have too many steps to be completed.
  • You have limited users with full access (write/edit), you need to pay more.
  • You need time to understand the user interface.
Likelihood to Recommend
It is great to have a well-defined process while requesting support, it is easy for you to see the progress of your ticket and who is or has worked on your request. You need to have a well-defined catalog; if you do not do that your support requests steps could be too many.

Going from Nothing to Everything

Rating: 8 out of 10
Incentivized
March 23, 2018
Verified User
Engineer in Information Technology
Higher Education Company, 10,001+ employees
Vetted Review
Verified User
ServiceNow IT Service Management
7 years of experience
Use Cases and Deployment Scope
Both my previous and current employers have implemented ServiceNow to help us to better assist our customers and staff. In networking, everyone is a customer. ServiceNow allows us to focus on improving the network by providing the leadership with insight to how the network is performing from a customers point of view. ServiceNow is used for incident management, problem management, change management, and inventory.
Pros
  • Incident management reporting has been the central focus of our organization. The knowledge base scripts provide a method for both our customer and help desk personnel to resolve issues very quickly.
  • The change management provides a central portal for leadership to be aware and discuss upcoming changes.
  • Part of the change management and incident management components is its integration with inventory. This allow us to identify systems that were affected or caused an issue in the past.
Cons
  • Quantitative trend analysis - There isn't a report that can be provided that can quickly identify a failing system.
  • Process dependencies - Some process require certain departments to be notified. Such as a new PC installation in a new office. There isn't a way for the users to identify everything that is needed, or a systematic way to build process dependent activities and notifications into the service.
Likelihood to Recommend
ServiceNow works very well in a service oriented environment. Our environment is customer driven, nothing happens unless there is a customer need. ServiceNow provides that place for customers to report their requirements and issues. Where in some cases, we are mission centered, our goal is to provide areas where service is weak and improve them, ServiceNow lacks the functionality for us to quickly and easily identify these areas.

ServiceNow product review

Rating: 8 out of 10
Incentivized
September 18, 2015
LL
Lorena Leonard
Applications Development Manager
Tommy Bahama (Apparel & Fashion, 1001-5000 employees)
Vetted Review
Verified User
ServiceNow IT Service Management
4 years of experience
Use Cases and Deployment Scope
It is used across the whole organization. It is being used for incidents, change requests, problem management, reports
Pros
  • Incidents - when configured properly, incidents are easy to create, track, report on, link to change requests
  • Change requests - easy to link to incidents, easy to approve, report on
  • Service Catalog is pretty powerful as well. As well as the knowledge module
Cons
  • Incidents and CR - search on keywords could use some improvements
  • Reporting module - more built in reports would be useful
  • IT Asset management can use some improvements as well
Likelihood to Recommend

SN is well suited for incidents and change requests. Also well suited for problem management. Key questions to ask during the selection process:

What kind of environment is SN going to be used in?

What type of incidents that business has? How many in average?

How many problems do they have and how would they like to track them?

How important reporting on incidents and CRs is?

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