ServiceNow

RATING:

4.5

(242)

About ServiceNow

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 incid...

Awards and Recognition

FrontRunner 2022
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.

ServiceNow Pricing

Subscription license based on IT process users. $100 / IT process user / month with volume discounts available. End user pricing is offered in certain scenarios.

Starting price: 

$100.00 per month

Free trial: 

Available

Free version: 

Available

Dashboard
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ServiceNow Reviews

Overall Rating

4.5

Ratings Breakdown

Secondary Ratings

Ease-of-use

4

Customer Support

4.5

Value for money

4

Functionality

4.5

Most Helpful Reviews for ServiceNow

1 - 5 of 220 Reviews

Josh

501 - 1,000 employees

Used more than 2 years

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

OVERALL RATING:

5

Reviewed February 2022

Outstanding Service Management

User Profile

Gaurav

Verified reviewer

Information Technology and Services, 10,000+ employees

Used weekly for more than 2 years

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

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed December 2022

Service Now - A one stop destination for your ITIL Needs

Awesome. Couldnt imagine any other tool doing the same stuff for you so easily.

PROS

User Interface is very smooth , lot of features , lot of options to configure

CONS

Sometimes apolit for too many features . Need some time to get used to all the funstionalities

Reason for choosing ServiceNow

Ease of operations , setup and use of the tool. Available integrations with all major security tools specially which enahcnes and decreases time and maunal efforts.

Anonymous

10,000+ employees

Used daily for less than 2 years

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

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed September 2019

Best Ticketing Tool!!

On a daily basis, we had to pull a lot of reports and create graphs for the same. With Service-Now, it's very easy. We have saved all the filters and created a dashboard on Service Now. Now, we have shared the link to the dashboard to the client and all our work is taken care by the tool. Relative time period is one top-notch filter, which has drastically reduced the time we were spending on creating the reports. It would take close to 4hrs to pull them and draft it for the client. Now, Service Now is doing the job and that 4hrs are saved for us.

PROS

The best thing about Service Now is the way we can handle all data and reports directly on the tool. It is really well designed in getting approvals and assigning tickets. We can also set the ticket assignment groups based on certain rules or configuration items, that really saves us a lot of time. It is user - friendly too. Very easy to navigate and also has some built in buttons that are really useful.

CONS

Not a major flaw, but if it can create aging tickets report in the form of a pivot table, then there is nothing to beat this tool. We really don't need to rely on excel if we can integrate some into the reporting feature on service now.

Reason for choosing ServiceNow

Service-Now had a lot more features and most importantly it was very user friendly. Also, Service-Now was rated as the best in the industry.

Reasons for switching to ServiceNow

The previous tool was not user-friendly. It was really difficult to make reports. It had a very poor design as well.

Santiago

Education Management, 1,001-5,000 employees

Used weekly for less than 2 years

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

OVERALL RATING:

3

EASE OF USE

1

CUSTOMER SUPPORT

3

FUNCTIONALITY

4

Reviewed August 2022

A review of ServiceNow

PROS

How easy it is to split tasks among other team members when your department may not be the core department.

CONS

This is a very difficult piece of software to use, to be fair. Compared to competitors, there seems to be a lot that can be done in this but there's a very real requirement in training involved. When we were set up with this product, we hardly received that. It made the implementation rocky, at best.

Reasons for switching to ServiceNow

The hack on dameware.

Norbert

Information Technology and Services, 10,000+ employees

Used daily for more than 2 years

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

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

FUNCTIONALITY

5

Reviewed April 2024

Service Now - great tool, easy to use

PROS

In Service Now I appreciate a lot of features that helps me to work on my daily tickets with a pleasure! Great reporting abilities, easy to use dashboards keep my work organized which helps me keep my performance on high level to provide best support!

CONS

Service Now can be quite complex for someone who is at the begining of using it however the deeper You go the easier it is for You to learn and use Service Now features to improve Your work