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 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 Software - Dashboard
ServiceNow Software - Admin panel
ServiceNow Software - Service management
ServiceNow Software - Help desk
ServiceNow video
ServiceNow Software - Dashboard - thumbnail
ServiceNow Software - Admin panel - thumbnail
ServiceNow Software - Service management - thumbnail
ServiceNow Software - Help desk - thumbnail

ServiceNow pricing

ServiceNow has a free version and offers a free trial.

Starting Price:
Not provided by vendor
Free Version:
Yes
Free trial:
Yes

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ServiceNow Reviews

Feature rating

Value for Money
4.2
Functionality
4.5
Ease of Use
4.1
Customer Support
4.3
5 reviews of 135 View all reviews
Brandon
  • Industry: Information Technology & Services
  • Company size: 1,001-5,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 14/2/2021

I used ServiceNow in a Desktop Support Role

I used ServiceNow daily, almost hourly to be honest, as a Level 2 Desktop Support Agent. It replaced vFire which was getting slow and agonizing to work with. Tickets would come in and we would perform the work and move the ticket along and/or close it altogether depending on the job. I liked using it and felt it was very robust and powerful while still being nimble and problem free.

Pros

ServiceNow is fast and issue free so long as it's setup correctly. The interface is simple and easy to understand. The learning curve, unlike older software, is practically nonexistent.

Cons

Sometimes tasks can have subtasks that are nested so deeply that they can be missed on first glance. I wish the software had a simpler nesting system.

Meenakshi
  • Industry: Retail
  • Company size: 1,001-5,000 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 24/2/2022

S-Now

New to the tool but very excited.

Pros

Tool is very in demand and resources do not need much training. Easy to setup as many companies offer the setup packages.

Cons

Integrating various things is tough as it need the requirements from customer.

Soumalya
  • Industry: Information Technology & Services
  • Company size: 5,001-10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
4
Ease of Use
5
Customer Support
3

4
Reviewed on 8/9/2022

Proper Categorization of tickets and Managing CIs properly

It’s far better than the last ITSM tool- Remedy on terms of efficiency and usefulness
Integrating with other tools is most popular in SNOW with easy REST API
Fast and Managing/Navigation are very easy
Most of the things can be done in IT user level with a configuration changes

Pros

Proper managing of incidents to respective teams with 3 tier architecture starting from Help Desk
Efficient management of system changes with agile methodology through proper state transition until deployment
Categorization of CIs based on CI class and their relationship like Application, Database Instance, Servers

Cons

System performance can be far better on node restarting
OOB baseline does not support some level of access control for change which it should have
Changes created by “Copy Change” can not be tracked separately
Can have more option of customizing service portal in configuration based way rather than angular
Reporting on Standard Template field values should be more user friendly

Santiago
  • Industry: Education Management
  • Company size: 1,001-5,000 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
0
Features
4
Ease of Use
1
Customer Support
3

3
Reviewed on 9/8/2022

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.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
4
Ease of Use
4
Customer Support
0

4
Reviewed on 16/8/2022

A wonderful and probably the best ticket and change management tool

Pros

Search feature is very powerful and easy to use as it is globalized search.
Allows me to see the ticket distribution across my teammates.
Supports customization of the change management process.

Cons

The frontend design looks a bit old and not much attractive to me personally.
Also it is little bit costly. Apart from these 2 things, everything else seems great about ServiceNow.

Alternatives Considered

Help Scout, Zoho Desk and JIRA Service Management

Switched From

Helpjuice

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