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ServiceNow IT Service Management description
ServiceNow IT Service Management is a cloud-based platform that helps mid-sized companies manage their IT services. It offers tools for incident management, service requests, and change management. The focus is on automating IT processes and improving efficiency. It stands out with its user-friendly interface and powerful automation capabilities. ServiceNow promises to streamline IT operations, reduce costs, and improve service delivery.
Who is ServiceNow IT Service Management best for
ServiceNow ITSM is a cloud-based platform ideal for large enterprises in IT and Telecom. It streamlines IT service management with automation, incident management, and self-service features. Users praise its customizability and ITIL framework but note occasional performance issues and a complex UI. Consider this if you need robust IT management but be prepared for a learning curve.
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Best fit for enterprise companies.
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Ideal for Software, IT & Telecommunications.
ServiceNow IT Service Management features
| Supported ServiceNow IT Service Management supports SLA metrics reporting, allowing users to track and report on Service Level Agreements (SLAs). |
| Supported ServiceNow offers a self-service portal for simplified service management and personalization. |
| Supported ServiceNow ITSM provides CMDB-based inventory, tracking items, dependencies, and topology. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
ServiceNow IT Service Management reviews
We've summarised 822 ServiceNow IT Service Management reviews (ServiceNow IT Service Management G2 reviews) and summarised the main points below.
- Highly customizable and adaptable to specific business needs.
- Robust automation capabilities for streamlining IT processes.
- Comprehensive ITIL framework for incident, change, and problem management.
- Extensive reporting features and insightful dashboards.
- Occasional performance issues and slow page loading times are reported by some users.
- Some users find the user interface to be unintuitive and difficult to navigate.
- Mobile app functionality is limited and considered underwhelming.
- Integration with third-party tools can be complex and challenging for some users.
ServiceNow IT Service Management pricing
The commentary is based on 47 reviews from ServiceNow IT Service Management G2 reviews.
ServiceNow ITSM is praised for its comprehensive features and automation capabilities. However, reviews frequently mention its high cost, particularly licensing, as a significant drawback. Some users find the tiered pricing model and plugin costs prohibitive, especially for smaller organizations. Despite the price, many users consider its robust features valuable.
Users sentiment
ServiceNow IT Service Management alternatives
MoveworksBetter suited for automating tasks across multiple departments like HR and finance, not just IT. Emphasizes conversational AI and generative AI capabilities for streamlining workflows. Has less momentum based on website traffic and employee growth. Lower ratings on Glassdoor.Read more
ServiceNow Service OperationsBetter for slightly larger businesses. Focuses on broader IT management, including cybersecurity and outage prevention.Read more
Red Hat Ansible Automation PlatformBetter for automating complex IT environments, particularly for large enterprises. More focused on infrastructure automation and DevOps practices. Stronger in the software, IT, and telecommunications industry. Has faster website traffic growth but slower employee growth.Read more
SolarWinds Service DeskBetter for asset management. Known for user-friendly interface and cost-effectiveness. More suitable for small to medium businesses needing IT support and asset management. Stronger in healthcare, finance, e-commerce, retail, consumer goods, manufacturing, education, real estate, hospitality, transportation, media, legal, non-profit, energy, marketing, and professional services. Offers hardware inventory, Slack integration, reporting features, and workflow builder. Users love the interface, domain control integration, reporting, mobile app, and procurement tools. Users dislike asset system limitations, Dameware integration difficulty, limited automation, and slow feature implementation. Pricing is considered positive.Read more
Jira Service ManagementBetter suited for smaller organizations or those already invested in the Jira ecosystem. A ServiceNow competitor, Jira Service Management is known for its close integration with other Jira products. It has a steeper learning curve and more limited customization for the customer portal. Users dislike the pricing model.Read more
ServiceNow Now PlatformBetter for broader business needs beyond IT, encompassing HR, customer service, and other departments. A single platform approach promotes seamless cross-departmental collaboration. However, it has a more complex user interface and higher licensing costs. Some performance issues are reported.Read more
ServiceNow IT Service Management FAQ
What is ServiceNow IT Service Management and what does ServiceNow IT Service Management do?
ServiceNow IT Service Management is a cloud-based platform automating IT processes, including incident, service request, and change management. It features a user-friendly interface, robust automation, and a CMDB-based inventory, aiming to streamline IT and improve service delivery for mid-sized to large businesses.
How does ServiceNow IT Service Management integrate with other tools?
ServiceNow IT Service Management integrates with other tools through APIs, pre-built integrations, and its IntegrationHub platform. This allows for connection with various third-party applications, though some users find the integration process complex.
What the main competitors of ServiceNow IT Service Management?
Top alternatives to ServiceNow ITSM include Jira Service Management, BMC Helix ITSM, Ivanti Neurons for ITSM, and Cherwell ITSM. These competitors offer similar IT service management capabilities, often with varying strengths in areas like automation, AI integration, or specific industry focuses.
Is ServiceNow IT Service Management legit?
Yes, ServiceNow IT Service Management is a legitimate cloud-based IT service management platform. It's known for its robust automation and ITIL framework, though some users find the interface complex and report occasional performance issues. It's generally considered safe and reliable for IT service management.
How much does ServiceNow IT Service Management cost?
I could not find pricing information for ServiceNow ITSM. Contact ServiceNow sales for product pricing details or to request a quote. Consider factors like your company's size and needs to determine if the product is worth the cost.
Is ServiceNow IT Service Management customer service good?
ServiceNow IT Service Management customer service receives mixed reviews. While some users praise the helpfulness and responsiveness of the support team, others have reported slow response times and unhelpful support. Some users mention easy access to 24/7 support.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.