ServiceNow IT Service Management Reviews & Product Details

I find ServiceNow IT Service Management incredibly beneficial for our operations. Initially, I found modifying the portals unintuitive, but once we mastered the modification of fields and record producers, the transformation was immense. It streamlined our processes by efficiently routing all IT service requests, minimizing unnecessary back-and-forth communication. Prior to using ServiceNow, requests often came through chat, requiring multiple individuals to review a single issue, causing inefficiencies. Now, ServiceNow routes requests directly to the appropriate person, thanks to the record producer feature which assigns tickets to the correct person or group, complete with the correct priority. Additionally, the service portal has significantly reduced incoming calls by allowing incidents to be recorded and enabling users to follow up directly with the right agent. Our integration with TalkDesk enhances our workflow further by automatically pulling up contact information with open tickets, saving agents valuable time in searching for tickets. Moreover, the capability to access data through FiveTran is another beneficial feature that further supports our needs. Overall, ServiceNow IT Service Management has greatly improved the efficiency and effectiveness of our service management processes. Review collected by and hosted on G2.com.

I found the initial setup of ServiceNow IT Service Management to be quite unintuitive, particularly when it came to modifying portals. The learning process was challenging and not straightforward. Additionally, navigating the training resources was difficult, as I struggled to find materials that met my immediate needs. The training experience could be greatly improved by adopting a structure more like Trailhead, which is user-friendly and accessible. Review collected by and hosted on G2.com.

As of now ServiceNow is integrated with AI chatbot agent, we can easily integrate as per our requirement. We can also generate complex report with help of AI document intelligence. With help of AI we can easily integrate with other tools to create or automate the flow to increase operation task. Review collected by and hosted on G2.com.

As of now, I can think there is any limitations because they have already implemented lots features related with AI integration, process improvements and security governance policy. Review collected by and hosted on G2.com.

ServiceNow ITSM’s Yokohama release introduces AI Agents, stronger data management, and low-code tools. With Moveworks integration, smarter automation, and cross-department workflows, it improves speed, security, and user experience making service delivery more intelligent, proactive, and connected across the enterprise Review collected by and hosted on G2.com.

ServiceNow ITSM is powerful but could improve by simplifying configuration, reducing costs, and enhancing performance. Easier upgrades, stronger AI governance, smoother integrations, and a better mobile experience would make it more user-friendly, scalable, and efficient for modern enterprises Review collected by and hosted on G2.com.

I appreciate ServiceNow's ability to streamline our IT operations, enhancing communication across different teams and users. The strong automation capabilities make tasks smoother, improving operational efficiency. I value the seamless integration of modules like incident and change management, which simplifies tracking and problem resolution. The reporting dashboards and customization options are incredibly useful, offering insightful data visualization without requiring deep coding knowledge. Review collected by and hosted on G2.com.

One significant area for improvement is the licensing cost structure of ServiceNow. The platform's licensing costs can be quite high, especially when expanding usage beyond ITSM into other areas like HR or CSM. This high cost might limit accessibility for mid-sized organizations. Additionally, there could be enhancements in UI performance, especially when handling large datasets, as it can be sluggish in larger deployments. Implementing more client-side caching could improve user experience. Finally, while the initial setup process is structured, it requires careful planning and can be complex. Working closely with an implementation partner was necessary to navigate through enrollment setup, configuration, and data migration processes, which may be daunting for smaller organizations. Review collected by and hosted on G2.com.

What i like about ServiceNow IT Service Management is it ease of use and implementation for different business needs. It provides lot of tools like incident management and analytics. It also has easy way to integrate with other tools along with a good customer support and community and I frequently use to it to manage various business tasks. Review collected by and hosted on G2.com.

The things I don't like about it would be large number of features which could make the search and config complex. While some integrations also require extra configuration steps and customizations. Review collected by and hosted on G2.com.

What I appreciate most about ServiceNow is its workflow management capabilities. It allows us to organize tickets, send notifications, and generate reports directly within the platform. This helps reduce manual effort and streamlines our processes. Review collected by and hosted on G2.com.

At this point, there isn't anything I particularly dislike. However, I do find that the implementation process is somewhat challenging. Review collected by and hosted on G2.com.

This product is highly configurable to meet the specific needs of each customer. It truly sets the gold standard in service management. Review collected by and hosted on G2.com.

The price is quite high. There are numerous licensing tiers such as ITSM, ITSM Pro, and ITSM Pro+, among others. For integrations, you also need IntegrationHub, which itself comes with additional layers. This structure can sometimes be confusing for customers. Review collected by and hosted on G2.com.

The tool is designed with lifecycle processes that align with and support business needs, fostering effective collaboration throughout. Its structure ensures that each stage of the process contributes to meeting organizational objectives. Review collected by and hosted on G2.com.

I have been working with ServiceNow for three years, and I have yet to find anything I dislike about it. Review collected by and hosted on G2.com.

Service Now IT Service Management suite helps the enterprise organizations to address their Incident, Change, Problem Management tasks. Service now Platform can be easily integrated with all the montioring tools used today.

Along with CMDB Integration, it also handles the Asset inventory management for all Infrastructure related components like Servers, storage, Cloud resources, Network, security devices. Review collected by and hosted on G2.com.

Renewal costs. Per user based ITIL license cost is high. takes time to release the features. support time takes bit of time in resolving issues. Review collected by and hosted on G2.com.

It makes tracking and resolving IT issues simple and clear. It keeps everything organized so problems don’t get lost. Review collected by and hosted on G2.com.

Sometimes the interface feels a bit complex when navigating through different modules. It can also take extra time to customize workflows exactly the way we want. Review collected by and hosted on G2.com.