ServiceNow IT Operations Management Reviews & Product Details

ServiceNow IT Operations Management Overview

ServiceNow IT Operations Management Details

Seller Details
Seller
ServiceNow
Ownership
NYSE:NOW
Company Website
Year Founded
2004
HQ Location
Santa Clara, CA
Total Revenue (USD mm)
$3,460
Twitter
@servicenow
36,220 Twitter followers
LinkedIn® Page
www.linkedin.com
14,231 employees on LinkedIn®

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ServiceNow IT Operations Management Reviews

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IT Applications Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Smoothness in access, better navigation, impressive design and easiness, capacity of supporting different module efficiently. Review collected by and hosted on G2.com.

What do you dislike?

It takes longer sometime to query large data, also killing a running query is bit hectic when it takes hours to complete a query. Also, sometime the query get expire resulting null data however waste time. This section should be improved by ServiceNow. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's a nice tool and everyone should use at least for once as it helps to manage day to day operation quite efficiently. Review collected by and hosted on G2.com.

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

Working as a ServiceNow Admin, it is a privilege to have admin access to manage the tool without any limitation. In fact, the best part is to have access in all the modules makes visibility in the organisation boundary. Review collected by and hosted on G2.com.

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Associate consultant
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Reports and Dashboards are one of the best part in ServiceNow. Very helpful to get reports of your daily work.Also helpful in automating daily task which now I can do in very less time when compared to early on. Review collected by and hosted on G2.com.

What do you dislike?

Chat window can be improvised as the interface is not that friendly. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Good tool for IT management and tracking. Review collected by and hosted on G2.com.

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

Day to day ticket management of our IT work. Dashboards to show the progress of the work. It has options to show your work and teams as well. Reports for individual work. Mundane tasks can be reduced drastically as the great amount of automation can be achieved by ServiceNow. Ticket assignments and progress can be tracked in good flow. Review collected by and hosted on G2.com.

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UC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

ServiceNow offers you the ability to keep a clean and organized helpdesk environment, with easily retrievable approvals from other levels, different department queues for different departments and the ability to set very useful filters, which will make looking for tickets techs have way easier.

Another cool feature is the reminder. You can set reminders for tickets and ServiceNow will email you. Review collected by and hosted on G2.com.

What do you dislike?

Even though ServiceNow is an awesome helpdesk solution, I find a few things clunky. Setting filters in your own queue is not something that happens with clarity. Before I learned how to do that, things were not intuitive at all. It took me a little while to figure things out and do it properly. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Use and abuse of the reminder tool, it's very useful, specially if you have a bunch of tickets in your queue, this will help you not breach your SLA's.

Create shortcuts, this will save you time while you look for tickets' queues.

Use filters, I extremely recommend having one shortcut for each category like open tickets, closed tickets etc.. each of them with proper filters. Review collected by and hosted on G2.com.

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

ServiceNow IT Operations Management is helping us managing our ticket queues within 3 countries. This application can also work as an asset manager and integrates with many other applications.

Because of it's exceptional work handling tickets and the integration possibilities, ServiceNow IT Operations Management saves the IT team a lot of time every day. Review collected by and hosted on G2.com.

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UI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

The user-friendly user interface which is straightforward to use. The report pulling option which is very much useful for individual and team analysis. Dashboards in which we can display the incoming tickets, reports and status of the project is great. Automating and scheduling of reports are the most beneficial aspect which I liked about Service Now as it has saved my ample time in day to day work. Review collected by and hosted on G2.com.

What do you dislike?

Not really much to point but yeah can bring more options of integration with other tools. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

chat option improvement Review collected by and hosted on G2.com.

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

I am using this for monitoring and as well as work for my day to day tasks. It has saved my time by automating stuff. Mundane tasks which were kind of repetitive in nature are no more, all thanks to Service Now team. Scheduled reports which has helped for my work a lot. Review collected by and hosted on G2.com.

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UT
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Ability to manage everything in one place. Review collected by and hosted on G2.com.

What do you dislike?

Bottlenecks at scale that result in slowness on the web ui. Review collected by and hosted on G2.com.

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

Replace legacy systems. Realize importance of data management & problems caused without solid data governance model. Review collected by and hosted on G2.com.

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UC
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The routing and reporting is great, the out of the box reports are super helpful. Review collected by and hosted on G2.com.

What do you dislike?

It is a little cumbersome to set-up, but the after process/routing tickets is great! Review collected by and hosted on G2.com.

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

Using it for CSMs to submit tickets regarding different tools Review collected by and hosted on G2.com.

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Data Analyst-Third Party Risk
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I love the way i can do so many things in one tool like problem management, incident and change management Review collected by and hosted on G2.com.

What do you dislike?

I really love the product, no dislikes, just that the tool can be even more faster Review collected by and hosted on G2.com.

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

Tickets, changes, service request, problem mgmt etc Review collected by and hosted on G2.com.

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Consultant
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Incidents and access permissions, filters Review collected by and hosted on G2.com.

What do you dislike?

A big app with less GUI.. looks like should be easy to access for first time user also Review collected by and hosted on G2.com.

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

Change , incident Review collected by and hosted on G2.com.

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AH
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The system is easy to setup, train and implement with in the organization. Review collected by and hosted on G2.com.

What do you dislike?

Too many features that you want to implement all at once. Review collected by and hosted on G2.com.

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

It creates one location with integrations back to other systems cutting down on inefficient steps Review collected by and hosted on G2.com.

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Network Administrator | ServiceNow IT Asset Management Analyst
Outsourcing/Offshoring
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The easy way you can built assets reports based on the information gathered by SN Discovery app. Also, I like the discovery documentation offered in the service now community web page and the detailed information found on it. Review collected by and hosted on G2.com.

What do you dislike?

I don't like the way how it handles duplicate records. Hope in the next release SN engineers take a better approach into this. The way how it normalize the collected data. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Implementation takes time but you are going to have all your assets centralized in a single and secure database. Review collected by and hosted on G2.com.

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

Before SN, we couldn't measure with precision how many assets we have in the enterprise and we couldn't take accurate decisions. Review collected by and hosted on G2.com.

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IH
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

You can do all like incident management, Change Management, problem management, Request Management etc. Also it has feature of creating dashboard and favourite search. Review collected by and hosted on G2.com.

What do you dislike?

Some of the KPI/SLA feature require fine tuning and performance should also be improved. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Servicenow is currently leading the market and you will find most of feature you are looking for. Review collected by and hosted on G2.com.

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

Earlier we were using another ITIL product and now we have switched to ServiceNow. After the changes we have new feature like dashboard, reports , saved searches etc. Review collected by and hosted on G2.com.

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Desktop Special Delivery
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I have used ServiceNow in multiple roles at several jobs. Overall it's useful and gets the job done but it really just depends on who programmed it and how good of a job they did. Assuming your ServiceNow team is good, they can make it fit any need your organization has. Think of it like a Swiss Army knife. Light years ahead of Remedy. Review collected by and hosted on G2.com.

What do you dislike?

It can be hard to use if not programmed correctly but again, it just depends on who programs it. Review collected by and hosted on G2.com.

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

It is used for asset tracking, Help Desk ticket tracking, and Service Desk operations management. Review collected by and hosted on G2.com.

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CI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

ServiceNow has improved a lot since 2011, shown a great maturity/refinement of ITSM process. The Vanilla instance of serviceNow is a complete package for any I&O organization, to cater their ITSM process.

Apart from ITSM, ServiceNow has also expanded themselves in different domain such as ITBM/ITOM/ITAM.

Withe the introduction of Angular in ServicePortal, the end User Experience has increased tremendously. Review collected by and hosted on G2.com.

What do you dislike?

For Small organization looking only for Basic ITSM, Enterprise instance is too costly. And if they go with express then the freedom to Customize OOB process is very limited.

Secondly, they have started having certification process after 1 year, which is not good. suppose a person has cleared Admin, he will always remain good in admin. Since only new features/UI Changes are added with release/versions, but in actual Base remains same Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Great Tool to solve an organization ITSM/ITBM/ITOM problems Review collected by and hosted on G2.com.

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

We have created a Product using(PAAS) over ServiceNow base using best ITIL approach/Practice.. It is helping us to create a more mature ITSM based product of ours, and that can be deployed at any customer instance and customization can be done above that.

Integrations are done way simpler with n number of Tools Review collected by and hosted on G2.com.

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Office Manager
Entertainment
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The ability to book appointments and gigs in one place Review collected by and hosted on G2.com.

What do you dislike?

Difficult to learn how to use the site. Review collected by and hosted on G2.com.

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

Being able to schedule events between all my coworkers Review collected by and hosted on G2.com.

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Senior Consultant
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

This is one of Cloud-hosted web application with a variety of departmental tools to use across the enterprise. ServiceNow specializes in service management, IT operations management, business management, and application development modules. ServiceNow includes asset management as part of its IT operations management module, delivering a system of our entire IT infrastructure with one source of incidents as well as service management. Review collected by and hosted on G2.com.

What do you dislike?

Versioning and more documentations required. Requires technical support and license is costly per user which will shooting up the operating costs. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Good Product with simple math. Good reporting also when required with cloud based. Review collected by and hosted on G2.com.

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

Incident management, change management and problem management. As well we are using it for asset management also. Change Tickets are created as part of SNOW and Incident management is used for TOC/NOC calls in our company. Review collected by and hosted on G2.com.

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