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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

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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

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Reviews From Top Reviewers

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

A versatile ITSM solution

Rating: 9 out of 10
Incentivized
February 17, 2019
Verified User
Employee in Information Technology
Financial Services Company, 201-500 employees
Vetted Review
Verified User
ServiceNow IT Service Management
2 years of experience
Use Cases and Deployment Scope
At my previous job, working at Florida State University, we had a massive inventory of computer systems and other IT equipment that we were responsible for managing. We needed a robust IT service management system and after careful evaluation of several products, we decided to go with ServiceNow. It's an excellent IT service management solution that can handle inventory tracking, incident reporting and ticketing, and a self-service portal. This tool was used by the IT department across the whole organization.
Pros
  • An extremely robust system that is highly scalable and capable of handling the full-service management needs of any large organization.
  • Features an easily searchable knowledge base that can be handy for issue resolution.
  • As a ticketing system, it is extremely configurable and provides great reporting functionality.
Cons
  • Major updates to the product can sometimes bring about a lot of changes that make it difficult for the staff to keep themselves at pace with the product.
  • Pricing model can be a deterrent for smaller enterprises.
Likelihood to Recommend
ServiceNow is like a Swiss army knife for IT services management. It is great for asset management, bugs/issue tracking and now, with advanced analytics, it can provide trend analyses and metrics on different scenarios.

ServiceNow is THE BEST!!

Rating: 9 out of 10
Incentivized
February 15, 2019
JA
Jonathan Ayers
Desktop Support Specialist
CompuCom (Information Services, 10,001+ employees)
Vetted Review
Verified User
ServiceNow IT Service Management
3 years of experience
View profile
Use Cases and Deployment Scope
ServiceNow is used in our organization for internal tickets as well as with our customer facing requests. It is used for ticketing, asset management, and software management.
Pros
  • Asset management - ServiceNow provides detailed asset management capabilities.
  • Reports - ServiceNow allows reports that can be endlessly customized to provide any information.
  • Software Management - ServiceNow allows serial number and software deployment information to be centralized.
Cons
  • Customer Interface - ServiceNow can be difficult to use at first. It does require some initial training to get the hang of.
  • KB Articles - It really depends on who makes them but even the best KB article can be hard to understand at times.
  • ITIL Interface - The ITIL statistics interface could use some work, can be hard to understand.
Likelihood to Recommend
ServiceNow is really suited anywhere. Since it is so customizable, you can make it fit any situation or organization. I like to think of it as a "Swiss Army Knife". The software management piece is really useful, it allows you to manage software deployment and serial number management. It also has a self-service feature that allows users to submit requests through templates that gather the pertinent information. I've used other systems like Remedy and KACE but ServiceNow is by far the best I've used.

Service Now--at your service

Rating: 7 out of 10
Incentivized
December 21, 2020
Verified User
Engineer in Information Technology
Construction Company, 1001-5000 employees
Vetted Review
Verified User
ServiceNow IT Service Management
3 years of experience
Use Cases and Deployment Scope
We use ServiceNow IT Service Management for change, asset, incident, and problem management. It’s used by the IT department though we have started implementing it for others like HR. The main problem it helps with is incident management--reporting a ticket via chat, email or call is easy. It also helps us organize changes and understand impacts. We use the asset inventory for management and have it tied into the purchase order process.
Pros
  • Incident management
  • Change processes
  • Purchase order tracking
Cons
  • Asset management
Likelihood to Recommend
It is suited for medium to large companies that can afford to have a full-time ServiceNow developer. There is a lot of customization and coding that can be done to make it a great product but that requires some coding expertise. It is great for companies that do not have any current products and are looking to get ServiceNow IT Service Management implemented.

ServiceNow, Service Tomorrow, Service Forever

Rating: 5 out of 10
Incentivized
May 27, 2016
MS
Michael Sypes
Programmer Analyst
Goodwill of Central Arizona (Philanthropy, 1001-5000 employees)
Vetted Review
Verified User
ServiceNow IT Service Management
2 years of experience
View profile
Use Cases and Deployment Scope
ServiceNow is being used across our entire business organization. It is our primary mechanism for front line personnel to report problems to our IT service desk. The Information Technology Department uses ServiceNow to track and manage reported incidents, tasks, projects and their resolutions. We also use it as the centerpiece of our change management control. ServiceNow also provides us with a significant portion of our project management flow.
Pros
  • Easy tracking of individuals' input and time spent
  • Automated email updates on work items
  • Tight integration among components
Cons
  • Massive and at times confusing interface
  • Too many categories of items with seemingly arbitrary differences in functionality
  • Honing in on just what you need is difficult for a basic user
Likelihood to Recommend
ServiceNow is an enterprise level solution for managing service incidents, tasks, and projects. It is best suited for large organizations with the manpower to educate administrators of such a massive system. There is no doubt a lot of configuration and specialized knowledge involved in using this tool well. Smaller teams will find it unwieldy as it presents a lot of information which may or may not be useful to individuals.

Service-Later

Rating: 1 out of 10
December 23, 2015
Verified User
Engineer in Information Technology
Consumer Goods Company, 5001-10,000 employees
Vetted Review
Verified User
ServiceNow IT Service Management
1 year of experience
Use Cases and Deployment Scope
We use this product across the entire organization for it support.
Pros
  • Creating an issue is easy
  • Requesting an item is easy
  • Closing the software is easy
Cons
  • Do not have a resolve status and a closed status
  • Do not use subtasks - keep it simple
  • When I log in, make it easier to see who is working on my ticket/less vague statuses
Likelihood to Recommend
There aren't any scenarios where it has worked well. I would recommend Atlassian products any day over ServiceNow.
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