ServiceNow IT Service Management Reviews & Product Details

ServiceNow IT Service Management Overview

What is ServiceNow IT Service Management?

ServiceNow delivers an IT Service Management experience that is faster, smarter, and more automated than ever.

ServiceNow IT Service Management Details
Product Description

ServiceNow delivers an IT Service Management experience that is faster, smarter, and more automated than ever.


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 Service Management Reviews

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

Employee experience is a key pillar of any organization. so in our company we are using service now IT solution to improve our employee satisfaction and provide them a platform where they can highlight their technical or operational issues, ServiceNow is a best place in IT domain this is a place where you can manage your incidents and request and employee can raise request and incident at the same time. ServiceNow is a platform which allow us to put our all the information inside of ticket and also you can assign your ticket to particular group or person. it is very easy to use and simple system, ServiceNow also allow us in automation. it is a cloud base system so where-ever you are it is very easy to access on any interface, It can be integrate with your outlook so on every updates it will notifying you in your inbox. Service now comes with very economical cost so every organization can easily implement this solution and improve their efficiency and productivity in their company. Service now can also very amazing in project management. it helps you to make your project successful and perfect Review collected by and hosted on G2.com.

What do you dislike?

Searching accuracy might be need some improvement Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Good Review collected by and hosted on G2.com.

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

It is a best solution for incident or request and project management. now we can easily see all the details from one platform and can be share with high management. Report extraction is very accurate and it help us to conduct year end evolution for our employees Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

ServiceNow is a one of very useful ticketing portal which is extensivily using in our whole organization. this is a tool where everyone can raise his or her request or incident and our IT system support team are solving their issue as following queue. We are using this tool for three major functionality, Incident Managment, Change management, and project managment, our bussiness always expecting a quick project delivery and update so according to achive their satisfiation service now is one of best tool ever i used. there are some below best feactures in it

- It is a Cloud-based platform which is accessible from anywhere

- While raising request or incident Can add attachments.

- Easy tracking

- Automated email updates on outlook Review collected by and hosted on G2.com.

What do you dislike?

Customization is little bit difficult on service now, may be need improvement Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Great User Interface, really useful tool Review collected by and hosted on G2.com.

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

Service Now improved our business efficiency in our every department, there are a lot internal processes which can be easily done by ServiceNow Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

In our company service now IT solution is being using extensively in every department in our organization. we have multiple office in multiple countries so it was very difficult to manage our environment without service now. every single minutes ticker are raising from our business employees we have service desk team who are looking service now platform and helping our business people in their problems. we can easily update ticket with remarks and can easily assign other team it that ticket related with others. Our service desk team are utilizing this tool to manage requests and improve our efficiency. service has been using for our change management and project management this platform is highly customizable so we can easily manage our dashboard. we can extract reports we can see employee performance. many other option are availible on service now. you can say it is a backbone of our organization Review collected by and hosted on G2.com.

What do you dislike?

Nothing for dislike because everything is working nice Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would like to say it is very good platform and highly recommended solution Review collected by and hosted on G2.com.

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

Incident management and problem management has been improved with the using of service now. requester can check the status of his ticket and can also escalate if he not satisfied with support Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Service Now is a very useful and best platform for every organization. it is a platform where anyone can raise your hand and raise a incident or request if you have some issue on your system, service now platform we are using in our across organization in more than 8 countries where we have more than 5000 employees, but service now is very best platform to handle them all, It helps us to maintain and track all our tickets from incidents to change requests and provide a Better and efficient visibility, In service now we can categorize our incident and we can also assign our request to some particular group or may be service desk team will assign your task to responsible person within very minimum time. Most of department are using ServiceNow as a project management and change management because this platform also support us to maintain our all project. It is very highly customizable and It's fast, easy to use for everyone Review collected by and hosted on G2.com.

What do you dislike?

Since we are using service now i personally did not see and face any issue at all. so be honest nothing for dislike Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Good for any organization Review collected by and hosted on G2.com.

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

Service Now is a platform where our across organization can raise your request frequently without any issue and our managers are track report and see the tangible benefit and employee performance Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Service now has been using in our organization to allow our employees to open service request, incidents, we have IT service desk team who is looking all the time for open issues and they are trying to facilitate our employees to solves their issues, Service Now is used in our entire organization, it is very easy to open, track or update your request ticket or incident, it is full integrated solution once you anyone create ticket so service desk team receive an email from service now. service now is very up to date system so you can easily create your workflow automations, Service now provide us a very good assets management, change management option which is pretty good, everyone can assign ticket to responsible person and can be update the notes, we have integrated with singe sign on, so it can be accessible from globally Review collected by and hosted on G2.com.

What do you dislike?

Service now on mobile is not good its is out dated application may be they have to update the version Review collected by and hosted on G2.com.

Recommendations to others considering the product:

service now is well designed and good platform for multinational organization Review collected by and hosted on G2.com.

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

Now managers can easily track the performance of each employees which was really difficult before we are using the record in our employee year performance Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Service Now is widely using in my across organization we are mainly use this platform for our incident management and problem management tool. and its works pretty well in our organization. Our employees can easily submit a ticket where they are requesting or highlighting any issue and need support with any of the application which we are using in our company. it is a very user friendly and easy to use. you can create your own customization dashboard which is good and great to use. this platform is a very main part of our service desk team who are just looking into it. and they guide non technical staff about how to use service now. Service now have a very details and quite accurate report generation where managers can see the record of their employees and it can be useful for year ending evaluation Review collected by and hosted on G2.com.

What do you dislike?

Service now is a good platform but as i use there is one feature which is missing in it. Service now Chatbot which help employees to track record more easily and fast Review collected by and hosted on G2.com.

Recommendations to others considering the product:

ServiceNow is a well suited and well designed solution for any organization it works really well for everyone Review collected by and hosted on G2.com.

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

Service Now mainly solves our user problem and it address the issue online where our team solves user issues within very minimum time frame. we like it. This platform also help us in our project engagement and year end evaluation Review collected by and hosted on G2.com.

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

ServiceNow is a very powerful tool which makes our life very easy in our daily work routine. It helps us in managing, maintaining and resolving our issues related to IT tools,servers and so on. If we notice there is any issue with any equipment we can raise an incident to track the issue and fix it. I like the Reporting feature of ServiceNow as we can easily create reports. As it is cloud based we can access it from anywhere that's very good and it has very user-friendly UI so that's also a plus. Review collected by and hosted on G2.com.

What do you dislike?

ServiceNow sometimes takes lots of time to load some tables so we do face performance issue with CMDB tables. It starts running transaction and doesn't respond which makes the user wait and later on it says that maximum timeout limit reached so user has to try opening that again. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would suggest to use ServiceNow as it is the best tool available in the market for ITSM. It is very useful in managing our system, configuration items and the features it provides are just awesome like reporting and so on. If you want to integrate with some other system then also ServiceNow is the product you should give a try. Review collected by and hosted on G2.com.

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

We use ServiceNow to automate things to make our life easier. We are solving lots of issues and keeping track of them through Incident, problem and KB articles. We are trying to automate things by creating catalog items so that less intervention of people is required for repetitive tasks. Review collected by and hosted on G2.com.

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Senior System Engineer
Mid-Market(51-1000 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?

ITSM includes all basic modules like Incident, Change and Problem Management. Besides that, there are several aspects of ITSM like managing all the Hardware and Software for the Company or an Enterprise. It comprises all other basics modules like Service Portal which plays an important role in raising the Service Request or an Incident for the End User. This contributes to a perfect package of ITSM in ServiceNow. They also provide the basic reporting for the Incident, Change, Problem and Service Request which used for maintaining the Company's KPI. Review collected by and hosted on G2.com.

What do you dislike?

There is no disadvantage of the ITSM in ServiceNow, but as we know that ServiceNow is the Saas Cloud Application. There is no installation required in On-premises. All the Data is driven in the cloud with 99.99% availability which is good but you don't have Database access to your own data except you have to raise a request to get that Data to HI Portal. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

As line says that "ServiceNow Works for you", it provides you with all kinds of the solution according to clients requirement. I would recommend you to use ServiceNow ITSM Module over other ITSM tools like BMC and so on. Because of there availability, they are best in the market with overall package. Review collected by and hosted on G2.com.

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

As line says that "ServiceNow Works for you", it provides you with all kinds of the solution according to clients requirement. In our case, we have implemented the Incident, Problem, Change and Service Request to the Client. In that, we have done some categorisation which helps them a lot to trace the defect and resolve it which wherever the team is assigned to that particular task. We have built some reporting for Incident and Change to track the defects in their company which would help them to reduce the Incident. Review collected by and hosted on G2.com.

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

Service now offers a single system platform that organize all our works. It has best report options, interface, user-friendly. Has many data and thus provides us great planning for future. Review collected by and hosted on G2.com.

What do you dislike?

I usually write dislike notes where I feel application needs improvement. For service now I don't have dislike. The platform they offer is the best. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Everyone should go to Service Now ITSM without second thought for best management of project. Review collected by and hosted on G2.com.

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

This is first and foremost application of our project where all tickets are created and managed in service now. I could say without service now our ITSM management can't go better. Has many benefits like reports, graphs, deep insights. Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Now a days processes are more robust and requires an effective management tool so that everything remains on track and make sure compliance is achieved. ServiceNow provides set of permissions to manage security which is essential for any organization. ServiceNow is very powerful tool which helps you to translate your processes into an ITSM tool. ServiceNow is providing two interfaces one is for end user and other is for management which we call ITIL screen. You can make your own dashboards according to your ease and generate reports accordingly. Since it is customizable so you can modify end user and management screen according to your organization. Review collected by and hosted on G2.com.

What do you dislike?

Since you customize it according to your organization processes & procedures and You integrate with difference application and 3rd party apps so sometime you will feel there is delay in response while access few apps or processes. it can be due to internal network issue but overall its really good. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Well This tool is not simple to implement. Its powerful no doubt but you need proper training or consultancy to get your ServiceDesk established. So at first evaluate this tool well and map your processes for easy deployment. Since there are a lot of things and technicality required in deployment. Evaluate its pricing of different modules. once you are done with all this then go for it. Review collected by and hosted on G2.com.

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

We as organization are trying to get maximum benefit of this tool. Its is our central helpdesk where more than 5000 employees are logging their issues organization wide. Since its systematic then its very easy to handle process in it. We are using ServiceNow for multi purpose like Incident & request Management, Problem Management, Audit Logs & Reporting, Financial Reporting, Risk Management, Change Management & Asset management. Review collected by and hosted on G2.com.

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

ServiceNow is user interface is easy and flexible to modify. We can build workflows easily for approval process for different type of categories. We can build customized dashboards and reports which suits our needs. Single click to raise incidents really helped improved image of our IT helpdesk department. We can easily define categories or types of requests which a user can raise. We can easily change approver of the requests on the go. Review collected by and hosted on G2.com.

What do you dislike?

it is little bit hard to read history of an issue or incident and then similar goes for requests. Its little hard to integrate it with some other technologies as well. Review collected by and hosted on G2.com.

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

ServiceNow is our IT Helpdesk system which is serving our needs by providing simple and straight forward incident and requests handling mechanism. It is used across our organization. We are also using some part of it to manage our IT assets like laptops, desktops and telephones. Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

ServiceNow IT management tool is a best solution for our employees and for our clients. we have implemented this solution in our organization to address the issue of our employees and clients problem. This online solution has been using in our across the company like we have more than 7000 employees in our organization in order to give them best service support where we have a service desk team we are using service Now in our organization. we have integrated with Microsoft office 365 and we are using single sign on option in service now. we are using this solution for multiple purpose. incident reporting, Request creation, change management, problem management project management and etc this is vert extensible solution where we can do some automation as well within the service now and can do the customization as per our organization need. Service always keep you update and sending email on your outlook for sharing the details of ticket creation, closing, or updating the status. Review collected by and hosted on G2.com.

What do you dislike?

If we are be honest we did not face any issue since we are using this solution in our organization Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Nice Solution for organization improvement Review collected by and hosted on G2.com.

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

It is very good solution for tracking the incident and ServiceNow help us to review our employee performance as well. since we have implemented this solution in our organization all the time it help us a lot and improve our business efficiency. Review collected by and hosted on G2.com.

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Validated Reviewer
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Wide scale of integration with other tools used by IT-companies, which is continuously under improvement.

Quite user friendly and intuitive interface to access various functionalities.

Web based interface makes it available without the difficulties of company-wide local installation. Review collected by and hosted on G2.com.

What do you dislike?

Certain level of performance degradation might be experienced occasionally, that might be caused by local reasons...

Occasionally, real life business operations needs to be adjusted to be available for logical representation in the software system.

Customization needs extensive cooperation with affected teams, nevertheless, it is highly supported on demand. Review collected by and hosted on G2.com.

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

A couple of legacy applications might be replaced and centralized by one single framework. Virtually the entire ITSM might be implemented in the framework:

-centralized reports

-hidden bottlenecks revealed by new perspectives of analysis

-process flow improvement

-SLA improvement

-allround business improvement Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Service Now IT Business Management is a great and powerful tool and it have a very valuable features which we are using in our organization like there are some below best features Problem Management, Change Management, Configuration Management, Incident Management, Request Fulfillment, Service Catalog, Customer Self Service and Event Management. It is a best solution for business management where you can use it for your project management in term of use it with agile solution. we have used several ITSM software but service now is best so far, it is a very user friendly and cloud based solution which can be accessible from anywhere. Business Users can create and submit a ticket requesting to IT support Engineer to solve the problem which they are facing on any of the applications Review collected by and hosted on G2.com.

What do you dislike?

Customer service is no much supportive and they take a lot of time on queries Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Good Solution for Incident reporting. we like it Review collected by and hosted on G2.com.

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

Since we are using serviceNow we much focus on our customer problems and issues and try to fix them as soon as our support team can do. it is very good record of report where it help us to evaluate our performance in the front of our high management Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Service Now IT management solution is very powerful and highly useful platform for any organization. service now is very highly customization solution as per our need and very easily integrates with almost any software which is needed to be use in organization. it comes with affordable price without any cost problem. it is a our primary platform solution where our service desk manage our tickets and requests for our organization. Mostly it is a ticketing system where our employees uses this when they required any technical help or facing any issue on application. once ticket will be created service now will generate two email one for you and one for responsible person and they get alert immediately when ticket has been submitted. One more thing which is very beneficial for our organization it is good for project management and employee performance review tasks Review collected by and hosted on G2.com.

What do you dislike?

i have no words for dislike because there is nothing where i face problem Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Try It Review collected by and hosted on G2.com.

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

Service Now IT management solution is very powerful and highly useful platform for any organization. service now is very highly customization solution as per our need and very easily integrates with almost any software which is needed to be use in organization. it comes with affordable price without any cost problem. it is a our primary platform solution where our service desk manage our tickets and requests for our organization. Mostly it is a ticketing system where our employees uses this when they required any technical help or facing any issue on application. once ticket will be created service now will generate two email one for you and one for responsible person and they get alert immediately when ticket has been submitted. One more thing which is very beneficial for our organization it is good for project management and employee performance review tasks 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?

A feature of ServiceNow that's best is the workflow engine. The power to structure processes and give visibility provided by the reporting are fantastic features. Review collected by and hosted on G2.com.

What do you dislike?

Too many separate modules. Sometimes you have to go to a different module to configure an asset which should be configured in the same module. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make sure you configure ServiceNow thoroughly before you move to a production state. You could wind up re-configuring heavily if not. Properly configuring CIs greatly contributes to Change Request and Incident success. Not doing so can leave Release or Change Managers guessing quite a lot with risks or conflicts.

Definitely look into integrating other applications. Our initial findings with integrating Power BI have been fruitful. We have been able to report faster and with better datasets once we started using Power BI as a reporting tool rather than using ServiceNow's integrated reporting tools. This has been a major plus. Review collected by and hosted on G2.com.

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

Problems to solve: Improved visibility for assets across the Enterprise. Automating workflows. Integrating with other applications.

Benefits: Creating a easier way to send out communications via ServiceNow's 'Quick Message' functionality; easing the manual work involved in Release Management; automating the status of Change Requests through integrating other applications via APIs. Review collected by and hosted on G2.com.

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Quality Assurance Specialist
Telecommunications
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
Solutions Development Lead
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

ServiceNow is quite flexible and we can customize to certain extent as per our business needs. With the click of button, we are able to raise incidents and requests. We can easily build catalog of different types of issues and requests. Workflows are easy to build without having much knowledge about ServiceNow. Dashboards are customize able as per our needs. Review collected by and hosted on G2.com.

What do you dislike?

I dont like its user interface though it offers almost all features. Review collected by and hosted on G2.com.

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

We are using ServiceNow to track incidents and changes carried out in our systems. We have more than 2000 users of ServiceNow raising incidents and requests on ServiceNow. Also, we are managing requests for assets through ServiceNow. Review collected by and hosted on G2.com.

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

Its a ll in one system, has the ability to check previous support tickets, log new ones, pass to colleagues, its a one stop tool for any IT firm to have in place to keep a track of the work load Review collected by and hosted on G2.com.

What do you dislike?

Takes a little while getting used to, and setting up your preferred layout of service now. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Its a no brainer a must have for any one supporting users. Review collected by and hosted on G2.com.

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

we use the software to log all problems encountered in the firm. Review collected by and hosted on G2.com.

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

It has different modules catering to the needs of providing a smooth support process to the Business based on their appropriate need, and provides an excellent way of reporting those issues. Review collected by and hosted on G2.com.

What do you dislike?

At times, too many modules are introduced, and improvements to the existing ones is slowed down. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Have a good plan and communicate to users thoroughly when and how to use the modules to the fullest benefit Review collected by and hosted on G2.com.

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

Ability to track different types of issues faced by the business in different logical modules which ServiceNow has realized for us.

Understand the ITIL lingo behind each of these modules helps us to manage break/fix issues/ Root Cause analysis/ Requests/ Changes a lot better. and to set appropriate expectations with the business.

It also offers flexibility in further customizing the workflow behind these modules to more suit our specific needs. Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The flexibility in Servicenow is great. The out of the box functionality is more than enough but having the ability to customize if needed is awesome. Useability is also great. Review collected by and hosted on G2.com.

What do you dislike?

custom code causes issues during upgrades so be careful what you customize. has to be tested each time. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

you will need a team dedicated to run your servicenow support unless you use a third party or even Servicenow to do it. Review collected by and hosted on G2.com.

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

management of all our service management portals. Simplied reporting and ability to customize if and when needed. Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

ServiceNow IT service management is a great platform which helps us to manage our deal effectively with decisions involved in business. It gives variety of utilities like to create an incident, while in a business if any employee is facing an issue, he can anytime create an incident for the same and the concered authorities are entitled to help him.

With ServiceNow platform you need not to worry about your credit for the work as everything is there on the server, hence it makes the culture super invisible. Also there are options to apply for some change, the change can be an standard change , normal change or an emergency change. You can give priorities to these changes so that the work can be done accordingly. Review collected by and hosted on G2.com.

What do you dislike?

There is nothing much to dislike, although the user interface is little confusing and there are a lot of useless things a developer needs to do to setup a account. Also first IO first created an app on serviceNow, it showed me an error that no seat available and asked me to join after some time. Such things can be avoided if they are thinking to make it a big thing. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is a nice platform to manager your IT works and be a part of collaborative workplace. Review collected by and hosted on G2.com.

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

Service now ease the management for your IT workplace and brings the basic issues to the server which makes it easy to handle and deal with. Review collected by and hosted on G2.com.

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