ServiceNow software


53 reviews(4.0/5)
53 reviews(4.0/5)

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.

Supported Operating System(s):
Web browser (OS agnostic)

53 Reviews of ServiceNow

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  • Verified Reviewer

    Number of employees: 51-200 employees

    September 2018

    Good CMDB solution

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    Pretty fast and responsive and ease of customisation.

    Cons

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

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

    August 2018

    Can be improved

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    There’s a corresponding mobile application.

    Cons

    Not very user friendly for setup and searches.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Ana from EPIC Consultant

    Specialty: Banking

    Number of employees: 501-1,000 employees

    August 2018

    Service Now as a way to track tasks

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Alex from Adventist Health System

    Specialty: Healthcare / Medicine

    Number of employees: 10,000+ employees

    July 2018

    Hyper-Functional Ticketing System

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Adnan from Atos India

    Specialty: Software / IT

    Number of employees: 10,000+ employees

    July 2018

    Very effective service desk platform

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Rafael from holcim

    Specialty: Manufacturing

    Number of employees: 10,000+ employees

    July 2018

    Great system

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Miroslaw from o2

    Specialty: Media

    Number of employees: 51-200 employees

    June 2018

    ServiceNow

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    Number of employees: 10,000+ employees

    June 2018

    ServiceNow is better than Remedy and HPSM

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Verified Reviewer

    June 2018

    Needs improvements, but has potential

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Mitch from Consulting

    Specialty: Accounting

    Number of employees: 10,000+ employees

    June 2018

    ServiceNOW does not live up to the promises it makes

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This review was submitted organically. No incentive was offered
    Review Source
  • Eric from Adventist Health System

    Specialty: Healthcare / Medicine

    Number of employees: 10,000+ employees

    June 2018

    ServiceNow is a great ticketing system.

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Jen from TCU

    Specialty: Banking

    Number of employees: 501-1,000 employees

    May 2018

    Not bad, but navigation could be improved

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Alissa from GEHA

    Specialty: Healthcare / Medicine

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

    May 2018

    Use daily for a number of activities and teams.

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Shibu from Tata

    Specialty: Software / IT

    Number of employees: 10,000+ employees

    April 2018

    Awesome SAAS solution for small and large enterprises

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    April 2018

    Covers a variety of functions

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 10,000+ employees

    April 2018

    Powerful

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    ServiceNow helps us devise catalog requests, workflows, tasks, incident, change, event and numerous other ITSM related functions.
    Allows basic customization

    Cons

    Complex reporting is impossible
    Development possibilities are limited for customers
    Documentation needs to be improved

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Kevin from UCLA

    Specialty: Healthcare / Medicine

    Number of employees: 10,000+ employees

    March 2018

    ServiceNow for IT Service Management

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    ServiceNow is a robust platform that allows users to customize their settings as well as use a variety of modules depending on the ITIL maturity of the organization.

    Cons

    The information is not always organized in the most concise way. Continuous usability testing could help improve this product a bit.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    Number of employees: 11-50 employees

    March 2018

    Efficient software for large corporations

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    Anything that you may need - help with a printer to submitting a monthly construction draw - is seamlessly done through service now by submitting a ticket.

    Cons

    EVERYTHING has to go through service now, even if it's a simple questiokn that can be answered in a minute. Instead you submit a ticket, which goes to your manager for approval, then IT, and it involves a lot of parties even when not necessary.

    This review was submitted organically. No incentive was offered
    Review Source: GetApp
  • Naveen from Novartis

    Specialty: Pharmaceuticals

    Number of employees: 10,000+ employees

    March 2018

    Service Now GRC is a perfect tool which we are looking for in terms of SOX compliance

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Excellent solution for SOX and other compliance monitoring solution

    Pros

    It has all the required features in terms of Internal controls monitoring and Risk Management, Interactive Dashboards etc.

    Cons

    Product is little slow to use. cannot interact with other systems like SAP or other ERP. Most features should be given for end user to configure.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Antonio from GB Advisors, Inc.

    Number of employees: 11-50 employees

    February 2018

    ServiceNow CSI

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    CMDB solution part of the ServiceNow Instance that helps the organization to consolidate in a single system of record all the benefits of having the main applications of the ITSM side totally integrated.

    Pros

    As part of the ServiceNow Instance the ServiceNow CMDB is totally integrated to the main application of the ITSM side helping the support staff to related any issue (request, incident, problem, or change) to a particular CI previosly registered in the CMDB. You can record the CIs and their relationship in order to check how was deployed in the company infrastructure an specific CI and check the Impact of having a incident, problem or change related to this Configuration Item. You can populate the CMDB using differents approachs, The graphical representation on the CI and their relationships.

    Cons

    Have some high cost concern when you try to implement discovery tools for automatic cmdb population.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
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