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)

61 Reviews of ServiceNow

 

Start your review of ServiceNow

Click to start
https://www.softwareadvice.com/crm/service-now-review/
Software Advice Reviews (23)
More Reviews (38)

Showing 1-20 of 23

Carl from Day & Zimmermann
Specialty: Utilities
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2018

November 2018

ServiceNow does the job, and does it pretty well

Ease-of-use

Functionality

Product Quality

Customer Support

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.

Review Source
 
 

Brian from Mercy Health
Specialty: Healthcare / Medicine
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2018

November 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

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.

Review Source
 
 

Ankur from IBM
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2018

October 2018

Overall Good SaaS & PaaS tool to handle ITSM processes

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

October 2018

October 2018

ServiceNow is premier and get better with every release

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

An awesome saas and paas application

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

October 2018

October 2018

Really simplifies IT requests

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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
 
 

Ana from EPIC Consultant
Specialty: Banking
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

August 2018

August 2018

Service Now as a way to track tasks

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Alex from Adventist Health System
Specialty: Healthcare / Medicine
Number of employees: 10,000+ employees Employees number: 10,000+ employees

July 2018

July 2018

Hyper-Functional Ticketing System

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Adnan from Atos India
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

July 2018

July 2018

Very effective service desk platform

Ease-of-use

Functionality

Product Quality

Customer 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

Review Source
 
 

Rafael from holcim
Specialty: Manufacturing
Number of employees: 10,000+ employees Employees number: 10,000+ employees

July 2018

July 2018

Great system

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Miroslaw from o2
Specialty: Media
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

ServiceNow

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Mitch from Consulting
Specialty: Accounting
Number of employees: 10,000+ employees Employees number: 10,000+ employees

June 2018

June 2018

ServiceNOW does not live up to the promises it makes

Ease-of-use

Functionality

Product Quality

Customer 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

Review Source
 
 

Eric from Adventist Health System
Specialty: Healthcare / Medicine
Number of employees: 10,000+ employees Employees number: 10,000+ employees

June 2018

June 2018

ServiceNow is a great ticketing system.

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Jen from TCU
Specialty: Banking
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2018

May 2018

Not bad, but navigation could be improved

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Alissa from GEHA
Specialty: Healthcare / Medicine
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2018

May 2018

Use daily for a number of activities and teams.

Ease-of-use

Functionality

Product Quality

Customer 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

Review Source
 
 

Shibu from Tata
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

April 2018

April 2018

Awesome SAAS solution for small and large enterprises

Ease-of-use

Functionality

Product Quality

Customer 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

Review Source
 
 

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

March 2018

March 2018

ServiceNow for IT Service Management

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Naveen from Novartis
Specialty: Pharmaceuticals
Number of employees: 10,000+ employees Employees number: 10,000+ employees

March 2018

March 2018

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

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

rahul from dell international services
Specialty: Software / IT
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

January 2018

January 2018

nice product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

very useful product

Pros

We used to get tickets for various amends and questions on functionality in mainframe environment. It was difficult to manage all the work manually and it took time to keep all the work in track. After we got the Service now tool it is easy to track the tickets and the section wise option gives to update the necessary fields. It is very user friendly and flexible.

Cons

some time facing problem in back button & redirecting in some other incident which react problem some time.

Review Source
 
 

Adarsh from Tata Consultancy Services
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

December 2017

December 2017

Great incident management tool!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I love the hidden capabilities and functionality that this tool has. We use it to track incidents all the way to managing our sprint cycles and work loads within IT.

Cons

There are limitations in the ServiceNow reporting functionalities. It is not easy to create reports and dashboard in ServiceNow. Configuration and security are sometimes very difficult and need great effort.

Review Source
 
 
 
Write a Review
Showing 1-20 of 38

Kivia from Cinemark
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2018

November 2018

Service-Now is great

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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.

Review Source: GetApp
 


November 2018

November 2018

Facilities Mgmt tool

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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

Review Source: Capterra
 


October 2018

October 2018

Good ticketing system

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

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
 


September 2018

September 2018

Good CMDB solution

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Pretty fast and responsive and ease of customisation.

Cons

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

Review Source: Capterra
 


August 2018

August 2018

Can be improved

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

There’s a corresponding mobile application.

Cons

Not very user friendly for setup and searches.

Review Source: Capterra
 


June 2018

June 2018

ServiceNow is better than Remedy and HPSM

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

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
 


June 2018

June 2018

Needs improvements, but has potential

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

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
 


April 2018

April 2018

Covers a variety of functions

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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
 


April 2018

April 2018

Powerful

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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

Review Source: GetApp
 


March 2018

March 2018

Efficient software for large corporations

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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.

Review Source: GetApp
 

Antonio from GB Advisors, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

ServiceNow CSI

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

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.

Review Source: Capterra
 

Cody from IHG

February 2018

February 2018

Easy to use, Full functionality, Great way for me to get work done efficiently.

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

We are able to assist our employees that have any issue during their work day and respond in an appropriate time frame.

Pros

I love how once a ticket is submitted how fast it comes through to me. The ease of use and learning this program was fairly easy. The Tracking is amazing when it comes to keeping stats is great when it comes to year end reviews.

Cons

The one and only issue I have had with this software Is sometimes when tickets are submitted they do not come through, which causes some inconvenience. Other than that Its great!

Review Source: Capterra
 


December 2017

December 2017

Using as a ticketing system for IT service management tasks

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

ServiceNow is ITIL compatible tool for managing and tracing incidents and changes for your infrastructure

Cons

A bit poor reporting featured, we had to use third party reporting, to get everithing required by business.

Review Source: Capterra
 

chetna 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

easy and quick implementation. TIme to market is quick too

Pros

there are a lot of functionalities available out of box, especially around how to categorize different configuration items, the relationship of this module with Change management etc

Cons

Performance when loading a large amount of data suffers badly. Also, visualization of CIs in a graphical manner could be better

Review Source: Capterra
 

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
 
 
Write a Review