ServiceNow Incident Management

4.1
(30)

ServiceNow Incident Management streamlines the process of restoring service following an unplanned disruption. Incident Management allows IT to capture incidents through a self‑service portal, chat, email, phone, and incoming events and prioritize them based on agreed service level targets.

Work for ServiceNow Incident Management?

Learning about ServiceNow Incident Management?

We can help you find the solution that fits you best.

ServiceNow Incident Management Reviews

Chat with a G2 Advisor
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • Industry
Ratings
Company Size
User Role
Industry
Showing 30 ServiceNow Incident Management reviews
LinkedIn Connections
ServiceNow Incident Management review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source
content

"Service Now for incident tracking"

What do you like best?

Ease of use, ability to use various types of filters and searches, customize homepage, easy reporting

What do you dislike?

I wish templates could be created to append to existing fields instead of overwriting them, so we could add to existing information, instead of losing what was previously entered

Recommendations to others considering the product:

This is a good incident tracking tool. Previously, I have worked with Remedy and the solutions are similar, but it seems that ServiceNow has more options for customization. There are some subtle differences and I would encourage anyone looking for an incident tracking tool to review the options and make sure you match what you want to do to what you choose to use.

What problems are you solving with the product? What benefits have you realized?

Helpdesk incident management helps us to prioritize incoming support incidents. It also allows us to create and share knowledge articles, send tasks to other teams, etc. For any process that has a heavy incoming requests, this is a great tool. This incident tracking tool helps prioritize, allows easy reporting to understand what the types of incidents are most common and allows us to track SLAs for responses to customers.

Sign in to G2 to see what your connections have to say about ServiceNow Incident Management
ServiceNow Incident Management review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source
content
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Best ITSM tool available in market"

What do you like best?

I have been using this from last 6 years and its been a great tool for ITSM. Beat if you need to take care of incident management or problem management or service request or change management you can use this tool for all purposes. Apart from there is capability of generating different report which helps a lot in governance of all ITSM modules

What do you dislike?

Sometimes report take much time to load or even didn't extract properly. However it is improved a lot in past 6 years. Its best so far in market

Recommendations to others considering the product:

Best available ITSM tool available in market

What problems are you solving with the product? What benefits have you realized?

Users can call Helpdesk and can raise incident related to their problem and then by using Service Now tool it can be tracked easily by user himself or anybody who is taking care of the issue

What Incident Management solution do you use?

Thanks for letting us know!
ServiceNow Incident Management review by Neil G.
Neil G.
Validated Reviewer
Verified Current User
Review Source
content

"ServiceNow Rocks for Incident Management"

What do you like best?

New interface and extensibility via custom development. The best features are the ability to extend ServiceNow via connectors, mashups, and pre-built APIs. We use several of these and they all work well. Only need some machine learning capabilities now. Great software.

What do you dislike?

Nothing in particular. ServiceNow in its current version has delivered to promise. Overall better design might help. Better mobile app might help.

Recommendations to others considering the product:

Get ServiceNow developers on your team this will help move things a lot faster.

What problems are you solving with the product? What benefits have you realized?

We recently consolidated several systems into ServiceNow and that went well. Also, getting into automation and orchestration and its performing well. The best features are the ability to extend ServiceNow via connectors, mashups, and pre-built APIs. We use several of these and they all work well. Only need some machine learning capabilities now. Great software.

ServiceNow Incident Management review by User
User
Validated Reviewer
Review Source
content

"Service Now incident tracking"

What do you like best?

I like how it is web based and doesn't require that I download any program to use. The system has a lot of ways to track incident tickets and it is very customizable.

What do you dislike?

The mobile app is not very good. There are many times I would have liked to track tickets from my phone/ipad but there is not enough customization on how the tickets are viewable on your mobile devices

Recommendations to others considering the product:

I would give it a shot. It seems to work well for keeping track of incidents and task tickets which we use for onboarding of new employees and for asset tracking as well. It could use some more features to make the ease of reporting a little bit better. Some of the issues we run into with it are the mobile device app which is not very good on iPad or iPhone.

What problems are you solving with the product? What benefits have you realized?

Pretty much any and all desktop support related problems from internet issues, to office suite issues, to hardware replacements. We also use it for Asset tracking.

ServiceNow Incident Management review by User in Food & Beverages
User in Food & Beverages
Validated Reviewer
Review Source
content

"Awesome Format for Getting Help"

What do you like best?

I like the versatility of the application. You can submit tickets for others, and have them be contacted when the issue is going to require something that they really need to be dealing with. This cuts down on wasted time when responders contact the wrong people.

What do you dislike?

There really is not anything to dislike. Its too easy and simple? That is not a problem for me. It is a strong point of this product as the processes it is designed to help resolve should be being made more clear, not more obtuse or difficult to understand. You shouldn't need to have a ticket to understand the ticketing software, or people will just give up. I really like the interface in this program.

Recommendations to others considering the product:

Look at the interface and confirm that it has the options you want. It is very user friendly and inviting. i think you'll see that it does not deter people from getting the help that they need on their business issues and that problems will not fester.

What problems are you solving with the product? What benefits have you realized?

Everything you would need is right on the home page and accessible. There is a clear means of communicating who should be contacted about the issue from the beginning, even if another person originally submits the ticket.

ServiceNow Incident Management review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source
content

"Service Now Incident Management a Versitile solution"

What do you like best?

I really love the ability within the incident management application to completely customize it to our needs. I was able to make SN do exactly what the company needed and to even create more solutions for them by simply creating fields, adding rules/scripts. It really let me make it do what we wanted/needed.

What do you dislike?

The only issues I really have with our incident management is that we don't use features like severity to the degree I would like us to, but this is a company issue not the products.

What problems are you solving with the product? What benefits have you realized?

We were able to create inbound email scripts that would allow an offsite user to simply respond to a ticket notification email to change the state of the ticket by adding a work to the subject line of the email. This was a major change for our field techs, and they loved it.

ServiceNow Incident Management review by Dave M.
Dave M.
Validated Reviewer
Verified Current User
Review Source
content

"ServiceNow for IT governance"

What do you like best?

We've tried a handful of solutions for managing our team's workflow. ServiceNow allows us to collaborate, manage incidents reported by the business and manage system deployment of bugs and enhancements.

What do you dislike?

There are some UI behaviors that take getting used to. Navigation to lists of incidents related to changes, problems is a bit cumbersome, but overall our entire team has adopted it and relies on it. Recent addition of exports to excel are key.

What problems are you solving with the product? What benefits have you realized?

Change management, business visibility, prioritization of work.

ServiceNow Incident Management review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source
content

"ServiceNow is SNOW as we call it is good!"

What do you like best?

I like it much better than our previous incident management software. I love the ability to run reports with it too!

What do you dislike?

It can be a little hard to figure out how to navigate it with all the options. I'm not a big fan of it on a mobile browser.

Recommendations to others considering the product:

It's a good incident management system and seems to have updates that actually improve on things to prior version. Being someone that checks tickets remotely quite often from my phone, I do think their mobile browser view needs some work though.

What problems are you solving with the product? What benefits have you realized?

We use this for our Helpdesk tickets here in IT. Helps centralize things and let the various departments in our IT department be able to work together and document problems and their solutions.

ServiceNow Incident Management review by Karan G.
Karan G.
Validated Reviewer
Verified Current User
Review Source
content

"Best ITSM product for Incident/ticket management"

What do you like best?

UI works the best for fulfillment view. Timer counts the actual time you have spent on fixing the issue.

What do you dislike?

couldn't think of anything. May be the time it takes to load the page in ServieNow, if that can be reduced, it would give user a greater experience.

What problems are you solving with the product? What benefits have you realized?

We have a user base of more than 20000 users for ServiceNow - Incident MAnagement.

It works greatfor user sitting in a different location to submit a ticket to the corporate.

ServiceNow Incident Management review by User in Government Administration
User in Government Administration
Validated Reviewer
Review Source
content

"Great Tracking of Incidents with Custom Filtering"

What do you like best?

What I like best about ServiceNow Incident Management is the ease of entering in tickets. Templates can be created for common tickets and you have the ability to assign tickets to a group for resolution. Free text search is fast and accurate. The visual display boards make tracking incidents easy to visualize. The ability to create custom filters is helpful in addition to chat collaboration. The creation of service request forms is also helpful.

What do you dislike?

What I dislike about ServiceNow Incident Management is that the e-mail notifications do not retain line breaks and everything is garbled into one line, which makes readability cumbersome. There is also no support of RTF. Having the ability to do bulk ticket creation by uploading a .CSV would be helpful. Administrators also have the ability to customize the branding of the application to match your organization's logo and color scheme.

Recommendations to others considering the product:

Ensure that you have our business processes laid out and integrated into the platform. Creating service request workflows will ensure consistency and make future maintenace easier.

What problems are you solving with the product? What benefits have you realized?

ServiceNow Incident Management allows my organization to track incidents as they occur. The ability to create your own customized service request form is extremely useful and helpful in process improvement, tracking, and monitoring. ServiceNow also has a variety of modules available for purpose to integrate with other products.

ServiceNow Incident Management review by Raju K.
Raju K.
Validated Reviewer
Review Source
content

"Awsome Tool for Incident management"

What do you like best?

Have used service now tool for 2 years. From the beginning day , i feel very comfortable to do my operations here. Following are best in this tool.

1) Easy to use

2) Supports enahncement

3) Preparing reports and perform Queries in Incidents or CR's

What do you dislike?

Tough time is enhancement of the new features development in serviceNow which is dependent on Service now developer team

What problems are you solving with the product? What benefits have you realized?

1) More clear reports with clients and business user

2) Good platform to communicate with Business users

ServiceNow Incident Management review by David  W.
David W.
Validated Reviewer
Verified Current User
Review Source
content

"ServiceNow"

What do you like best?

this tool keep track of all our service support tickets.

What do you dislike?

it seem to be hard to search for specific incident when you need to review old tickets

What problems are you solving with the product? What benefits have you realized?

we use this tool to track to service support call and it work

ServiceNow Incident Management review by Agency in Computer & Network Security
Agency in Computer & Network Security
Validated Reviewer
Verified Current User
Review Source
content

"Easy to use, and customizeable."

What do you like best?

i like that it is customizable to use with your organization. even customizable for improved user experience.

What do you dislike?

does not always populate user information stored in our AD. it could be our change management team problem with configuring it optimally

What problems are you solving with the product? What benefits have you realized?

i service over 3000 city employees for department of transportation. it allows me to create tickets so i can follow up with clients, solve their issues, create notes that other members of my team can read, and add knowledge for others to look up.

ServiceNow Incident Management review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source
content

"User Experience of SerivceNow Incident Management"

What do you like best?

I have used the ServiceNow Incident for about two years. It gives user many options to efficiently manage the incidents, including creating customized reports. There are also different ways to sort the incidents, by the owner, by the assignment group, etc.

What do you dislike?

To create the customized report for your use, it takes some learning curve. Also, once the incident is converted to program you lost the ability to track it.

Recommendations to others considering the product:

Consider the learning curve of the users.

What problems are you solving with the product? What benefits have you realized?

We use it for the individual to track the incidents, for group to manage the incident tickets.

ServiceNow Incident Management review by User in Higher Education
User in Higher Education
Validated Reviewer
Verified Current User
Review Source
content

"Solid Tool for Enterprise "

What do you like best?

Enterprise level ticketing tool that is rock solid and customizable.

What do you dislike?

difficult to lock down segments for team only views. information in any ticket is available to majority of users.

Recommendations to others considering the product:

Solid system for enterprise level use. Our current implementation does not meet HIPAA Needs so we are exploring paying for upgrade or transferring to SalesForce

What problems are you solving with the product? What benefits have you realized?

Ticket management on enterprise level. Can easily pass tickets to different departments for work as needed.

ServiceNow Incident Management review by User in Retail
User in Retail
Validated Reviewer
Review Source
content

"ServiceNow just works for Enterprise"

What do you like best?

I like the interface easy to browse and file/find incidents. I like the team view where each of our team members can go in to see the incidents filed for that team. Work notes section helps to track progress and make notes as when an incident is being investigated.

What do you dislike?

I would like to have a mobile app where i can see the incidents on the go.

What problems are you solving with the product? What benefits have you realized?

We migrated from our in house service incident reporting. We got good user interface and incident management system. It was pain earlier to keep track of incidents and teams to whom this incident needs to be assigned.

ServiceNow Incident Management review by Administrator in Farming
Administrator in Farming
Validated Reviewer
Verified Current User
Review Source
content

"easy to use once you're familiar"

What do you like best?

once you get to the correct page for your system, its very easy to use

What do you dislike?

if you are directed away from your home page its difficult to navigate back to where you do your work

Recommendations to others considering the product:

easy to learn and use

What problems are you solving with the product? What benefits have you realized?

help desk tickets. Its nice to have a single repository for all our customers

ServiceNow Incident Management review by User in Computer Networking
User in Computer Networking
Validated Reviewer
Review Source
content
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Best Help Desk ticketing system"

What do you like best?

Service Now is really intuitive, it is born to help you with Help Desk basically

Well done, easy to use and powerful engine I have noticed

What do you dislike?

You need to use it with a browser, cant be installed as an app

Recommendations to others considering the product:

Really great tool for Help Desk I recommend it

What problems are you solving with the product? What benefits have you realized?

User will send their request, concerns, incidents from service-now and you will get an email and a ticket is created automatically within the system

Help Desk mainly, also some telephony and IT requests

ServiceNow Incident Management review by User in Photography
User in Photography
Validated Reviewer
Verified Current User
Review Source
content

"Better compared to other systems "

What do you like best?

Pretty powerful system where you can run quite a bit of filters to search through tickets

What do you dislike?

There are times service now runs slow. That’s my only dislike

What problems are you solving with the product? What benefits have you realized?

Solving change mgmt issues. Help improved CMDB

ServiceNow Incident Management review by Administrator
Administrator
Validated Reviewer
Review Source
content
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"ServiceNow Incident Management Review"

What do you like best?

Ease of implementation, offers flexibility to tailor the solution to our complex needs

What do you dislike?

Too much cutomization results in degradation in user performance at times. Wish some of the widely used features could be a part of the out-of-box solution. Example: Major Incident management plugin

What problems are you solving with the product? What benefits have you realized?

Allowing the ability to have multiple companies use the instance, at the same time keeping each other's data invisible to the other.

ServiceNow Incident Management review by User in Marketing and Advertising
User in Marketing and Advertising
Validated Reviewer
Review Source
content

"Great Incident Management Tool"

What do you like best?

I like how SNOW can be customized to fit your business needs.

What do you dislike?

Analytics can be a little more difficult to get because of the customizable features.

What problems are you solving with the product? What benefits have you realized?

It was a great tool to track specific incidents for large software companies. If you have all of you infrastructure integrated with SNOW, then you will realize the maximum benefit to your company. If you are only using it for ticketing you may not get the full benefit.

ServiceNow Incident Management review by User in Media Production
User in Media Production
Validated Reviewer
Verified Current User
Review Source
content

"It is ok hard to configure"

What do you like best?

Quickly helps manage open support issues

What do you dislike?

Not intuitive and can be hard to drill down to what you need

What problems are you solving with the product? What benefits have you realized?

Incident management

ServiceNow Incident Management review by Administrator in Higher Education
Administrator in Higher Education
Validated Reviewer
Review Source
content

"Cool Incident tracking tool"

What do you like best?

The ability to track (view, update, etc.) help desk tickets.

What do you dislike?

The description of the tickets are cut off in text messages so I have to check my email or log into Service Now to see the full description of the problem/updates.

Recommendations to others considering the product:

NA

What problems are you solving with the product? What benefits have you realized?

Ticket Resolution time is being solved. The time it takes to receive, view, update and resolve tickets is the benefit of using ServiceNow. The product is user friendly.

ServiceNow Incident Management review by Administrator
Administrator
Validated Reviewer
Review Source
content

"Decent experience "

What do you like best?

Nice interface once you customize your preferred view. Easy to use. The INC work notes are nice.

What do you dislike?

Needing to add redundant work notes after changing priority or state. Interface could be simpler but I guess the ability to customize to the extent that you are able to is also nice.

What problems are you solving with the product? What benefits have you realized?

All IT issues. Nice tracking. Nice knowledge base provided by INCs alone.

ServiceNow Incident Management review by User
User
Validated Reviewer
Verified Current User
Review Source
content

"Incident, Change, Release and Problem Management made eeasy"

What do you like best?

Interface is great, easy to understand and the UX is fantastic

What do you dislike?

search functionality need to be improved

What problems are you solving with the product? What benefits have you realized?

Incident, Change, Release and Problem Management

ServiceNow Incident Management review by User
User
Validated Reviewer
Review Source
content

"Not a fan. Challenging to search and tell what are next steps."

What do you like best?

I like the decreased values in the dropdowns for products and the look of the site.

What do you dislike?

It is not user friendly for searching open and especially searching closed items, unless you have the ID number. There are 2 ID numbers per ticket, and I never understood why that was.

Recommendations to others considering the product:

Get a custom plan to support your specific needs. Too generic.

What problems are you solving with the product? What benefits have you realized?

Service Ticket management

ServiceNow Incident Management review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source
content

"Servicenow incident management "

What do you like best?

Its a really good tool to manage incidents . Customization is easy drag drop

What do you dislike?

Versioning and better tech support should be provided . Documentation is not ample enough

What problems are you solving with the product? What benefits have you realized?

We are using servicenow for incident management systems

ServiceNow Incident Management review by User in Retail
User in Retail
Validated Reviewer
Review Source
content

"Service now IT"

What do you like best?

I like we can get incident number and track our tickets

What do you dislike?

They have slow response time getting issues fixed

Recommendations to others considering the product:

Faster response tiem resolving issues

What problems are you solving with the product? What benefits have you realized?

Technical support for customers account

ServiceNow Incident Management review by User in Banking
User in Banking
Validated Reviewer
Review Source
content

"SNOW Incidents"

What do you like best?

Ease of incident management and monitoring.

What do you dislike?

Weak integration API with other incident management systems.

Recommendations to others considering the product:

Buy this product to track your incidents.

What problems are you solving with the product? What benefits have you realized?

Incident management and creation.

It's a business solution to track incidents and changes.

ServiceNow Incident Management review by User in Apparel & Fashion
User in Apparel & Fashion
Validated Reviewer
Review Source
content

"Best tool for managing incidents"

What do you like best?

One stop shop for all major or minor reporting issue/s. Customization at its best.

What do you dislike?

Nothing so far. It’s been a smooth ride.

What problems are you solving with the product? What benefits have you realized?

Day to day issues with applications pertaining to the business.

Kate from G2

Learning about ServiceNow Incident Management?

I can help.
* We monitor all ServiceNow Incident Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.