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.

 

ServiceNow - Dashboard
 
  • ServiceNow - Dashboard
    Dashboard
  • ServiceNow - Admin panel
    Admin panel
  • ServiceNow - Service management
    Service management
  • ServiceNow - Help desk
    Help desk
Supported Operating System(s):
Web browser (OS agnostic)

18 Reviews of ServiceNow

 

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Software Advice Reviews (2)
More Reviews (16)

Showing 1-2 of 2

Alejandro from GoIT
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2017

October 2017

Service Now, the one that gathers them all

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We've been working along with servicenow for several years and we have more and more success digital transformations stories by building business improvement strategies upon the Servicenow Platform

Pros

ServiceNow is a Service Management Platform, ranked by Gartner just as the #1 in the global market of digital service management platforms. Easy to use, deep dive, almost boundaryless ServiceNow software integrates a strong and robust collaborative service management engine, that allows almost all kind of organizations, no matter the economic sector, to optimize and automate any business and IT service through a full function collaborative tool set, such as Asset Discovery, service catalog, business rules definition, SLA's and analytics easy-to-build dashboards, not to mention the application development capabilities which stands as the ServiceNow main differentiators.

Cons

As any technology solutions, there is and will be room for improvement, starting with more built-in integration capabilities in order to simplify more complex implementations.

Review Source
 
 

Kevin from UCLA
Specialty: Healthcare / Medicine
Number of employees: 10,000+ employees Employees number: 10,000+ employees

April 2017

April 2017

ServiceNow

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

good reporting capabilities allow users to monitor services. Reports are customizable and easily filterable.

Cons

usability is not perfect and the learning curve is a bit too high. There could be some usability testing done to improve this product.

 
 
 
Showing 1-16 of 16

Vivek from Information Technology and Services

November 2017

November 2017

Good but could be better

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy of use is by far the best feature. The user interface is very intuitive. There are popups or roll over texts that help the navigation.

Cons

The visualization of configuration items in graphical format can be improved. Performance tends to slow down when loading high volume of data.

Review Source: Capterra
 

Atique from CSC
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2017

October 2017

Good

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Best provision of technical & detailed features for ITs
It provide easy way to raise any ticket with proper details
Response time analysis is best in this app

Cons

Raising access to service now takes long time and need very details which are not required or not available to users.

Review Source: GetApp
 

Manoj from Ciena
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2017

October 2017

Helpful software for raising incidents and tracking the same.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Reporting issues specific to software access, n/w issues to IT support team is quite easy through this software

Pros

1. As I'm working in IT industry, many times I need help regarding hardware, software access, or reporting network issues. I don't need to call the customer support. I raise an incident on service now and customer support team track it and close the issue, sending me a notification about the same.

2. I don't need separate login and password. Once I click on the service now, it automatically logs in using windows login/password.

3. The format for raising the incident is good and it covers all important input from the users.

Cons

1. I felt that there is a lot of scope for improvement in GUI font, colour choices and options on the homepage.
2. I have observed issues in the loading of its web pages intermittently.
3. For me, this software is primarily useful in reporting the issue. I was expecting a visible direct link for it on the homepage. However, I have to go to "get help", and then we can see its option.

Review Source: Capterra
 

Pallavi from Move

July 2017

July 2017

Easy to build application and customer support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Building Dashboard for Customers is very easy and able to support Users with Customer Support is awesome. Tickets will be auto generated and assigned and able to track the progress easily

Cons

Initial level of training is needed for Admins and also to the Users to get used with the built in functionality.

Review Source: Capterra
 

Ewan from Slalom Consulting
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

July 2017

July 2017

Top Dog among Service Management Suites

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

An extremely robust platform with customization galore and full features comes at a cost but with very little holding it back. ServiceNow can really help on any ITIL initiatives and centralization of services. The unique focus of ServiceNow beyond just IT, is where its strengths lie. Most Service Management suites do ITIL for IT. ServiceNow takes the lessons learned from ITIL and extends them to the rest of the org (especially but not limited to Facilities and HR). Really built for Mid to Large Businesses.

Pros

ITIL based
Service Portal (Self Service Portal for quick searches spanning instance or specific areas)
Knowledge Base (despite that not being checked in the available features)
Full Service Management solution for the ENTIRE organization
Strong Workflow engine
Visible Table structures for clean data flows
Extremely customizable (Forms, Fields, Tables, Applications, Portal, Workflow, Knowledge Base, etc...)
Best in the business system architecture (fully redundant instances)
HI Administration portal and ServiceNow support are top notch
Service Now community is extremely active
Docs site (formerly wiki) well updated and complete.
Great organization and User groups
You get a cake upon launch!
Extensive Integration capabilities

Cons

Cost
Some out-of-box examples really don't match up to any organizations needs and leave you wanting more
Email rules are more complex than they need to be (some of this can be mitigated by free add-ons like Postmaster)
Configuration can sometimes be limited and requires some Javascript to get past basics
Mid Servers for integrations can be more work to maintain than desired

Advice to Others

Consider your 10 year plans when choosing a Service Management suite. While ServiceNow is pricey and does end up requiring dedicated admins and atleast shared devs/product owners, it is a real leader in this space and can help in centralizing support functions across your organization through a strong self-service portal, knowledgebase, and workflows. The CMDB is one of the best in the business. Still, if your company is small and you want pre-built configurations you might look at either ServiceNow Express or other solutions.

Review Source: GetApp
 

Vivek from Information Technology and Services

December 2016

December 2016

Great Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

ServiceNow facilities management is a great product. Features like integration with ITIL processes like incident management, facilities management makes tracking of problems with facilities very easy. The other feature I really like is the integration with maps services like Google maps. I would like to see menus to be more interactive.

Pros

Good integrations with ITIL processes like incident management and other value added services like google maps.

Cons

Some menus are dense and are not as interactive as they could be.

Review Source: Capterra
 

Sridhar

October 2017

October 2017

Product Quality
Quality
Source: GetApp
 

J from DEVOTEAM
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

January 2017

January 2017

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Support
Source: GetApp
 

JJ from Seventy Seven Energy
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2016

December 2016

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Support
Source: GetApp
 

Matthew from Workday
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

December 2016

December 2016

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Support
Source: GetApp
 

Shoheb from Larsen & Toubro Infotech Ltd
Number of employees: 10,000+ employees Employees number: 10,000+ employees

December 2016

December 2016

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Support
Source: GetApp
 

Brian from BusinessNow
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2016

November 2016

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Support
Source: GetApp
 

Simon Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

July 2016

July 2016

Product Quality
Quality
Source: GetApp
 

Daniel from CarMax
Number of employees: 10,000+ employees Employees number: 10,000+ employees

June 2016

June 2016

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support
Support
Source: GetApp
 

Peter from C&P music education
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2016

February 2016

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Source: GetApp
 

Akram from acision
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

August 2015

August 2015

Ease-of-use
Usability
Product Quality
Quality
Support
Support
Source: GetApp