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.



61 Reviews of ServiceNow

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 61 reviews

November 2018

Kivia from Cinemark

Company Size: 10,000+ employees

Review Source: GetApp


Ease-of-use

5 of 5

Functionality

5 of 5

November 2018

Service-Now is great

Pros

* Can be customized for your business to needs
* Easy to use
* Can be implemented in pretty much any industry that needs a ticketing system

Cons

* The ability to see who else is updating a ticket the same time as you seem a little weird to me but it also helps with people not wasting time.

November 2018

Carl from Day & Zimmermann

Company Size: 10,000+ employees

Review Source


Ease-of-use

3 of 5

Customer support

4 of 5

Functionality

4 of 5

November 2018

ServiceNow does the job, and does it pretty well

Pros

ServiceNow does make it simple to assign requests, track workflows and any changes to the request. It makes it easy to communicate and resolve issues. Also makes it simple to manage your own workflow and tasks.

Cons

One thing about ServiceNow is that it can be more trouble than it's worth to track every ticket. Some requests simply aren't worth the time it takes to fully utilize the system. ServiceNow also does not have a great dashboard or summary of data. You can get there, but it's not as neat as it could be.

November 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

4 of 5

November 2018

Facilities Mgmt tool

Pros

the ability for each team to customize the application to meet our needs across the organization

Cons

I don't find it to be overly user friendly, seems clunky to me. A lot of clicking on things to get all needed information

November 2018

Brian from Mercy Health

Company Size: 10,000+ employees

Review Source


Ease-of-use

3 of 5

Value for money

3 of 5

Functionality

4 of 5

November 2018

Great for assigning jobs and direct communication; dense UI missing common features

Overall this is a fantastic product. It frees up developer resources by taking on administrative and organization responsibilities, connects end users with developers through a consistent interface with straightforward prompts that reduce communication errors and adhere to policies and prevents logjams and delays by implementing a normalizing the request and delivery process so task can be consistently assigned to the appropriate person based on workload, importance, resource needs, etc. The UI issues are irritating, but they do not reduce performance significantly, and they do not impede the product's superior performance with regards to the intended results.

Pros

All users work in the same interface, creating a pretty seamless pipeline between end users and departments that identify a need and the department and content manager responsible for the requestors need. ServiceNow handles most of the administrative duties, documentation, and organization for tasks/projects from step-by-step request submission, to manager approval, to task creation and delivery, ensuring timely communication and adherence to procedure, while freeing up development time.

Cons

Although the User Interface is straightforward for most tasks and consistent among all users, there are many rudimentary features that are either buggy or absent. For example, when a task is submitted, both a "request" and a "task" are assigned. They are identical and both must be filled out to close the job, but they do not interact with each other and one can be closed and the other open in the system. Similarly, there are no steps between completing and closing a task, but submitting a task as complete does nothing but refresh the page and change the "complete" option to "close." It doesn't not even populate the completion time.

October 2018

Ankur from IBM

Company Size: 201-500 employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

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

October 2018

Rennie from Fermilab

Company Size: 1,001-5,000 employees

Review Source


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

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.

October 2018

pratik from NuvoloTechnologies Pvt Ltd

Company Size: 51-200 employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

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.

October 2018

Jill from Rakuten Marketing

Company Size: 1,001-5,000 employees

Review Source


Ease-of-use

5 of 5

Functionality

5 of 5

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.

October 2018

Anonymous

Verified Reviewer

Company Size: 5,001-10,000 employees

Review Source: GetApp


Ease-of-use

2 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

4 of 5

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.

September 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

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

August 2018

Anonymous

Verified Reviewer

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

August 2018

Can be improved

Pros

There’s a corresponding mobile application.

Cons

Not very user friendly for setup and searches.

August 2018

Ana from EPIC Consultant

Company Size: 501-1,000 employees

Review Source


Ease-of-use

5 of 5

Functionality

4 of 5

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.

July 2018

Alex from Adventist Health System

Company Size: 10,000+ employees

Review Source


Ease-of-use

5 of 5

Functionality

5 of 5

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.

July 2018

Adnan from Atos India

Company Size: 10,000+ employees

Review Source


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

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

July 2018

Rafael from holcim

Company Size: 10,000+ employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

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.

June 2018

Miroslaw from o2

Company Size: 51-200 employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

5 of 5

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.

June 2018

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

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.

June 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

2 of 5

Customer support

1 of 5

Functionality

4 of 5

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.

June 2018

Mitch from Consulting

Company Size: 10,000+ employees

Review Source


Ease-of-use

1 of 5

Value for money

1 of 5

Customer support

1 of 5

Functionality

2 of 5

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

June 2018

Eric from Adventist Health System

Company Size: 10,000+ employees

Review Source


Ease-of-use

5 of 5

Functionality

5 of 5

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.