4.5
Overall rating
Reviews

4.5
Overall rating
Reviews

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. ServiceNow paid version starts at US$100.00/month.

Starting Price:
US$100.00/month
Free Version:
Yes
Free trial:
Yes

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ServiceNow Reviews

Feature rating

Value for Money
4.2
Functionality
4.4
Ease of Use
4.2
Customer Support
4.3
5 reviews of 241 View all reviews
Brandon
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.

Terry
  • Industry: Utilities
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 2/1/2024

ServiceNow is very advanced tool but very expensive.

Pros

ServiceNow is the leading ITSM tool in the market. It offers a comprehensive range of features and capabilities that can meet any business needs. It is constantly updated with new versions that bring more innovation and value to its customers.

Cons

ServiceNow is not a cheap option when it comes to ITSM tools. It can be a significant expense for organizations that have limited budgets and need quick results. ServiceNow requires a long implementation process that involves multiple stages and customizations. It also demands a dedicated staff member to maintain and manage the tool effectively.

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
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 30/9/2019

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.

Alternatives Considered

Freshdesk

Reasons for Choosing ServiceNow

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

Reasons for Switching to 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.
Lillian
Lillian
  • Industry: Hospital & Health Care
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 12/10/2023

ServiceNow helps us centralize our processes

Our distributed crew was able to get together and focus on a single source of information. Now that all incidences are being recorded in one place, we have more insight into how things are progressing.

Pros

Thanks to ServiceNow, our processes are much more streamlined. Assisted in creating a streamlined operation. Our remote team's efficiency increased once we established a central hub where everyone could access the same, reliable information.

Cons

There is some lag time when utilizing the dashboard, but I'm sure this will be addressed in a future update. In addition, I think the report function may use some tweaks.

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