ServiceNow Software


ServiceNow is an IT service management solution that provides asset management, change and release management, incident management, IT cost management and problem management. It caters to various industries, including financial services, healthcare, higher education, life sciences and the public sector.

ServiceNow provides a self-service portal that lets users report and resolve issues and track progress. The system can also track financial, contractual and inventory details relating to hardware, software and virtual infrastructure.

This solution offers a change calendar, impact calculator and collision detector for evaluating risks related to changes in IT configuration.

With ServiceNow’s incident management capabilities, IT departments can capture incidents through the self-service portal, email, chat and phone. Problem management tools can help investigate the root causes of service disruptions, perform trend analyses and provide service configuration reviews to prevent future disruptions.

ServiceNow also captures all the IT costs and presents them to stakeholders through reports and charts.

Dashboard
Dashboard

Dashboard

Admin panel

Admin panel

Service management

Service management

Help desk

Help desk

Supported Operating System(s):

Web browser (OS agnostic)



58 Reviews of ServiceNow

Overall rating

4.5 / 5 stars

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Showing 1 - 20 of 58 reviews

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Ankur from IBM

Industry:  Software / IT

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Overall Good SaaS & PaaS tool to handle ITSM processes

Pros

1) Covers most of the ITSM process required in an organization
2) Platform allows development using latest web technologies and supports integration with 3rd party apps
3) ServiceNow Customer Support team is very much good at resolving any issues/tickets
4) Good application as SaaS and PaaS
5) Allows customizations to out of box script components and enhancements

Cons

1) Cost could be one factor which they need to improve upon
2) Upgrade activity requires lot of efforts
3) Sometimes the code/script may break while it was working earlier well
4) Requires good training to be given to non-technical staff for proper use of tool

Review Source

Rennie from Fermilab

Industry:  Other

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

ServiceNow is premier and get better with every release

Overall an excellent product.

Pros

Highly scalable and provides modular solutions for implementing service based best practices across the enterprise. Initially focused on ITIL it has expanded to include ITOM, ITSM, and ITBM functions. Out of the box solutions for other areas of the enterprise including HR, Security, Governance, Finance, and CSR. The platform itself allows development using standard web technologies and programming skills and they offer a vast documentation library and vibrant community of developers and users. Their support is top notch and they are always quick to respond.

Cons

Their pricing model is complex and unwieldy. It can be very hard to determine which features you actually have access to. Some of the features which seem like they should be part of the base product functionality are split into sub-modules at additional cost. This can give the impression that you are being nickeled and dimed for every little feature. Inquiring about instance capabilities of technical staff is always referred to your sales rep.

Early adopters who did a lot of customization can find themselves in a lot technical debt prior to ServiceNow’s current guidance of best practices. Some of the earlier product design decisions have sometimes forced compromises to be implemented for product growth. This can create some ambiguous methods non-intuitive workarounds to be employed in development. Their documentation can be somewhat sparse on examples or use cases for particular API or feature specific applications.

Finally, since the product can become the core of so many areas of the enterprise, it can require quite a large investment in support resources and it requires these resources to understand SaaS management differences vs traditional application support development.

Review Source

pratik from NuvoloTechnologies Pvt Ltd

Industry:  Software / IT

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

An awesome saas and paas application

It’s an very demanding cloud platform. They also offers you to provide various commercial scope application platform as well.

Pros

1) An awesome application as Saas and Paas as well, Good inerface, user friendly and easy to use.
2) Due to backend code in jaava and JavaScript it is very flexible.
3) Cloude data and services is simply awesome.
4) The best thing is its also supports to integrate autoCAD as well.

Cons

1) To implement discovery tool for automatic cmdb population have some hogh cost concern.
2) When you using a UI action which has script inside it freezes the screen.
3) Upgrade to an instance will become quite hectic.

Review Source

Jill from Rakuten Marketing

Industry:  Retail

Number of employees:  1,001-5,000 employees

Ease-of-use

Functionality

October 2018

Really simplifies IT requests

Pros

Using ServiceNow really simplified making any IT requests we had at our company. Made it super easy to get things done!

Cons

No cons except that I feel this sort of software could be used for teams other than just IT. Would be great for any team managing internal requests.

Review Source
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Verified Reviewer

Number of employees:  5,001-10,000 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Good ticketing system

Pros

Service now it is a robust platform that can be customized to your company needs and processes. Can be integrated with others systems you use, and workflow are easily definable for approvals

Cons

Easy of use and UI are not the greatest. I think the company needs to invest in this area. While it is understandable on how it needs to be used after some training it is not straight forward.

Review Source: GetApp
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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Functionality

September 2018

Good CMDB solution

Pros

Pretty fast and responsive and ease of customisation.

Cons

Nothing really. Its the best CMDB system that I have used

Review Source: Capterra
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Verified Reviewer

Number of employees:  5,001-10,000 employees

Ease-of-use

Functionality

August 2018

Can be improved

Pros

There’s a corresponding mobile application.

Cons

Not very user friendly for setup and searches.

Review Source: Capterra

Ana from EPIC Consultant

Industry:  Banking

Number of employees:  501-1,000 employees

Ease-of-use

Functionality

August 2018

Service Now as a way to track tasks

Pros

What I like about ServiceNow is that you can track your tasks and others, know how much time did it take to complete a task and review your load on the dashboard

Cons

At the beginning is not so easy to understand. Specially the testing category. But it will take only a couple of tries to understanding.

Review Source

Alex from Adventist Health System

Industry:  Healthcare / Medicine

Number of employees:  10,000+ employees

Ease-of-use

Functionality

July 2018

Hyper-Functional Ticketing System

Overall, this works as a great ticketing system. It also has some light task/project management functionality that we're only beginning to explore.

Pros

As customizable as you need. Our Supply Chain Contact Center uses ServiceNow as their ticketing system. They're able to capture the source of the ticket (email vs phone), responsible parties, root cause, category and sub-category of issue, comments, and more. It's phenomenal. They've begun to use it to assign tasks from their department to other departments. This is a huge boost to their reporting capabilities, as they can now get a truer picture of their ability to hit SLAs. Our Process Optimization team is ramping up to use this to track reporting and project requests. Another stellar feature is ServiceNow's document repository. We're able to store training or case documents within ServiceNow, and then, when a rep types in their comments, ServiceNow actually displays related training and case documentation at the bottom of the page so the rep can review related documentation and resolve their tickets more quickly.

Cons

While ServiceNow has been wonderful for our Supply Chain Contact Center, it hasn't worked as well for our Security team, but I believe this has to do with how they've customized it for their own uses. For instance, my department will open a ticket for a new hire to receive proper system access, and we put the new hire's start date in the original ticket. Well, the original ticket isn't what's actually assigned to the Security Analyst - a sub-task is assigned, and the new hire's start date doesn't copy down to that sub-task. Consequently, Security Analysts often have to reach out to us to get information we already put in the ticket. Again, I think this has to do with how the system has been customized for their use.

Review Source

Adnan from Atos India

Industry:  Software / IT

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Very effective service desk platform

One of the best tool for ITSM

Pros

One of the best service desk tool for managing complex service desk and IT service management environments comprising of medium to large user base and CMDB

Cons

A little complex for non technical staff due to multiple or more option and not so user friendly interface

Review Source

Rafael from holcim

Industry:  Manufacturing

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Great system

Pros

I have been using ServiceNow for several months and I can confidently say that this is a very good system. It works great in our environment.

Cons

The ServiceNow implementation was very successful in our organization. In my opinion the system has no major defects.

Review Source

Miroslaw from o2

Industry:  Media

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

June 2018

ServiceNow

Pros

Great tool to track issues and ServiceNow has simple interface for ticket creation and incident management.

Cons

Weak workflow scripting is complex and attachments to replies within tickets do not get auto attached.

Review Source
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Verified Reviewer

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

June 2018

ServiceNow is better than Remedy and HPSM

Pros

I have been avid ITIL practitioner and have been using various products in various companies of my job experience. ServiceNow supports ITIL processes completely and most efficiently where there are minor drawbacks. The level of compromise required to enable processes efficiently is less as compared to Remedy and HPSM. Service Now has harnessed the power of virtual assistants which is yet being explored by other companies. The ease of set-up and manageability makes configuration of ServiceNow a cake-walk.

Cons

If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process. Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects. integration with risk management could have been made simpler to show the mapping of technical risks to business risks.

Review Source: GetApp
LinkedIn icon
Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

June 2018

Needs improvements, but has potential

Excellent ticketing and escalation system.

Pros

We use this tool to monitor services andIt has'sProven to be useful.I like the reports it generates, and the ability to escalate. The ticketing system is especially useful.

Cons

Very disappointed with customer support, we had to wait 2 to 3 days for a response. Unacceptable. We've also had problems with high reloads, but that just might be par for the course.

Review Source: Capterra

Mitch from Consulting

Industry:  Accounting

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

June 2018

ServiceNOW does not live up to the promises it makes

my department has been using Service Now for almost a year and I have to say it is without a doubt the worst implementation I have ever been through. We were told that SN was "revolutionary" and "World Class". One year later here is a small list of the problems we still have - unreliable and untrustworthy reporting - we have yet to be told the advantages of using catalog request vs Incidents - unwieldy interface that adds significant time to customer service - unable to create meaningful dashboards

Pros

-in app email capability with notification of response
- allows cut and paste
- Knowledge system is easy to access and edit

Cons

- no product support to company I work for
- no SME's that can be contacted
- no ability to have email quick parts
- Search function is slow and and inefficient
- changes to service catalog take way too long

Review Source

Eric from Adventist Health System

Industry:  Healthcare / Medicine

Number of employees:  10,000+ employees

Ease-of-use

Functionality

June 2018

ServiceNow is a great ticketing system.

Pros

ServiceNow is user friendly, dynamic, and has the capability of capturing as much data as we need to for reporting and tracking purposes.

Cons

The only thing I can think of as a possible con is the ease with which reporting data can be captured. The data is there, but it can be cumbersome to export to Excel.

Review Source

Jen from TCU

Industry:  Banking

Number of employees:  501-1,000 employees

Ease-of-use

Functionality

May 2018

Not bad, but navigation could be improved

Pros

It's a great tool for tracking tickets. Much better than what I used at a previous employer. The task board is a good visual representation of work that is assigned to my business unit.

Cons

Way too many features makes navigating ServiceNow difficult. There's no clear path to get from point A to point B. The search feature could also be improved. The overall aesthetics leave little to be desired.

Review Source

Alissa from GEHA

Industry:  Healthcare / Medicine

Number of employees:  1,001-5,000 employees

Ease-of-use

Functionality

May 2018

Use daily for a number of activities and teams.

Pros

Easy to use submission of issue or service request and great tracking, reporting, and status tracking of requests.

Cons

I would love to be able to access directly from within some of the other applications I use. This is not currently available

Review Source

Shibu from Tata

Industry:  Software / IT

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

April 2018

Awesome SAAS solution for small and large enterprises

Pros

No hardware and hardware maintenance cost, easy to use, easy to customize, less development and support efforts, tons of integration methods and tools = Happy Customer

Cons

Representation of CMDB relationships, help on CMDB, difficult to get reporting on child tables, not very useful help in child tables

Review Source
LinkedIn icon
Verified Reviewer

Ease-of-use

Functionality

April 2018

Covers a variety of functions

Pros

We successfully use it in conjunction with the vRealize suite for cloud automatization. It is also a very good ticketing software with good tracking

Cons

It is slow when processing large amounts of data and it's not very intuitive when first working with it.

Review Source: Capterra

Displaying 1 - 20 of 58 reviews