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...


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Supported Operating System(s):

Web browser (OS agnostic)

91 Reviews of ServiceNow

Average User Ratings

Overall

4.36 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(34)

34

4 stars

(31)

31

3 stars

(6)

6

2 stars

(1)

1

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 91 results

July 2017

Ewan from Slalom Consulting

Verified Reviewer

Company Size: 1,001-5,000 employees

Industry: Management Consulting

Time Used: More than 2 years

Review Source: GetApp


Ease-of-use

5.0

Value for money

3.0

Customer support

5.0

Functionality

5.0

July 2017

Top Dog among Service Management Suites

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

September 2019

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

Reasons 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.

May 2020

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

3.0

Functionality

4.0

May 2020

Very flexible ITSM Tool

Pros

This tool is very flexible and allows even Business Users to configure processes and worfkflows.

Cons

The license is rather difficult to understand and must be re-considered over time.

November 2019

Libby from Huntington

Company Size: 10,000+ employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

November 2019

Great use for portfolio management

I have worked with the tool in portfolio and release management specs.

Pros

Great tool for portfolio management. Give all roles a place to see progress of a project and transparent to business.

Cons

Tool isnt great for release management. Approvals and and requirements do not fit agile methodology and isnt easily removed

June 2018

Mitch from Consulting

Verified Reviewer

Company Size: 10,000+ employees

Industry: Accounting

Time Used: Less than 12 months

Review Source


Ease-of-use

1.0

Value for money

1.0

Customer support

1.0

Functionality

2.0

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