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ServiceNow Reviews & Product Details


What is ServiceNow?

ServiceNow provides cloud-based services (SaaS & PaaS) that automate enterprise IT operations.

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ServiceNow Profile Details

ServiceNow Profile Details

Vendor
ServiceNow
Company Website
Year Founded
2004
Total Revenue (USD mm)
1,390
HQ Location
Santa Clara, CA
Ownership
NYSE: NOW
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
9,194
Twitter
@servicenow
Twitter Followers
28,566
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Companies Using ServiceNow

Microsoft
IBM
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Google
Xerox
Intuit
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ServiceNow Reviews

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ServiceNow Reviews

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1-50 of 572 total ServiceNow reviews
ServiceNow review by Umesh R.
Software Developer
Information Technology and Services
Enterprise
(10,001+ employees)
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Most Recent ServiceNow Video Review
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ServiceNow review by Alpeshkumar G.
Senior Software Engineer
Enterprise
(10,001+ employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Scalable ITSM Tool for enterprise"

What do you like best?

ServicNow is being introduce as Service Management tool as part of organization DIGITAL Strategy. Its being use for Incident mgmt, Ticketing purpose. ServiceNow features provide complete reporting and analytics with minimal configuration. ServiceNow's OOTB Tabel API based architecture for querying helped us very well when integrating with Customer facing systems. Also ServiceNow API based architecture helped us to integrate with various platforms (Salesforce, Cloudsense, Aria) easily with lesser customization.

- Complete solutions (for ticketing) and can deliver complex functionality with minimum custamization

- ServiceNow Techincal team really heards customer feedback

What do you dislike?

- Observed ServiceNow has issue with its search capability in terms of search mechanism and low response for retrieving older records

- To utilize it properly it requires dedicated team of ServiceNow experts, Security Architects were not happy to use ServiceNow we need always to WHITELIST IPs

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

As part of company's strategy to digitization ServiceNow has been brought. As integration team member it helped us to reduce issue integration with Customer Facing system and other digital platforms.

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ServiceNow review by Krish G.
Senior Programmer Analyst
Information Technology and Services
Enterprise
(10,001+ employees)
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"ServiceNow reviews"

What do you like best?

Nice tool to manage the incidence in a quick manner. Gives flexibility to customize the relevant fields on the ticket creation screen. Email alert system is great to display on any device. Email distribution group is easy to manage and configurable. ServiceNow incidence screen displays the users currently viewing the ticket and this really looks nice. Ticket reassignment workflow is nice. Filter option to handle the per the priority and severity.

What do you dislike?

The alert email used to have two links - one for login and other for the ticket details. Login process should be automatic when you click the ticket link in the email. There was another issue that seems to be fixed now - I was once already logged in, I was not able to access the incidence directly few time before. .

Recommendations to others considering the product

Nice product which have all kind of features to manage the incidence efficiently. I love using it and recommend to all.

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

Incidence management and assignment. Effective tool to handle the production events.

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ServiceNow review by Taisha J.
Mrs.
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"One of the best ways to manage tickets"

What do you like best?

Being able to change ticket states from the main screen is super helpful. Additionally, the ability to add some users to the watch list allows people not directly involved in the ticket to get updates about the ticket.

What do you dislike?

Once every month or so there is a minor change to the UX/UI without warning and it's tough to anticipate. Additionally, it's tough to make changes to the layout of the UI etc. It would make sense to click the gear icon, but there are about 4 or 5 different gear icons which can get confusing!

Recommendations to others considering the product

I don't personally have experience with any of service now's alternatives/competitors, but I'd be surprised if they can beat ServiceNow! Additionally, there is a lot of room for potential growth in the future. Because of the metrics that ServiceNow gathers and provides, inferences can be made going down the line (such as who is closing the most tickets etc.)

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

We're able to manage tickets, and with ServiceNow we can keep tabs on more people than ever. Furthermore, the ability to view upwards of 20 tickets in one screen is really helpful in terms of making use of the screen real estate.

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ServiceNow review by Natasha P.
Business Analyst
Enterprise
(10,001+ employees)
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"Service Now tool review"

What do you like best?

Section to add work notes and change of status is clear and user friendly. Service now has the alert system which actively inform designated users as the ticket is created. You can create different level of priority tickets which are assigned to specific group of people. depending upon the configuration. Service now has been integrated successfully in out company using the company login credentials. Provides direct url to open the incidence details. You can see who is currently viewing the incidence.

What do you dislike?

There is no major issues but i found that searching an incidence sometime is no so easy as search suggestions are not always very clear.

Recommendations to others considering the product

Nice automated incidence response management. Handles task very efficiently. must recommended.

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

Production application incidence management and task delegation. Excellent increase in productivity of the teams.

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ServiceNow review by Michael B.
Project Director (Assessment Systems Manager)
Enterprise
(1001-5000 employees)
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"ServiceNow is an excellent product for managing IT activities"

What do you like best?

ServiceNow is very flexible, allowing us to manage incidents, changes, requests, problems, and assets from a single tool. We have been able to automate a significant number of notifications and other simple tasks through the workflow editor, freeing our IT staff to focus more on keeping the lights on

What do you dislike?

My only complaint with ServiceNow is that there have been a few things changed in upgrades that negatively impacts my current implementation. During the last upgrade, all of my existing ServiceMap quit working and had to be rebuilt

Recommendations to others considering the product

Have a good undertanding of what you want to accomplish with ServiceNow. While the platform is flexible, making changes after the initial implementation (especially with the CMDB) can require wiping everything clean and starting over.

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

Change, incident, and problem management are our primary focus but we have began expanding into knowledge and asset management as well as becoming more self-service oriented, empowering our end users.

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ServiceNow review by ABHISHEK K.
Solution Architect
Information Technology and Services
Enterprise
(10,001+ employees)
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"servicenow anytime "

What do you like best?

service now is the best tool today for ticketing in the market. Our company also uses the tool for ticketing tool and all the system processe are integrated with servicenow. The best part of it has all the required field and workflow for each task where it is automatically assigned to concerned team while manager has the capability to assign and re-route to the concerned person . Also it has awesome notification system for each leverl of task being from new to completed state to review . all the stages gives clear indication and notifications which makes it easy

What do you dislike?

as such there is no dislike for me in service now , but let say if the change window elapsed there is no way it send the reminder or i dont see any setting where it keep on setting the reminder before the window expire whch cause lot of issue at last moment

Recommendations to others considering the product

service now is the best tool today for ticketing in the market. Our company also uses the tool for ticketing tool and all the system processe are integrated with servicenow. The best part of it has all the required field and workflow for each task where it is automatically assigned to concerned team while manager has the capability to assign and re-route to the concerned person . Also it has awesome notification system for each leverl of task being from new to completed state to review . all the stages gives clear indication and notifications which makes it easy

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

all are tickets are logged and each team works on priority basis on the which keeps it easy for each team to work on the task and also the timelines defined

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ServiceNow review by Luke D.
Summer Analyst - Treasury Services
Financial Services
Enterprise
(10,001+ employees)
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"Useful, well-designed service desk software"

What do you like best?

The ticketing system creates an extremely intuitive and helpful framework for resolving issues in our office. It seamlessly allows my colleagues and I to keep track of who the client is, what the issue is, what progress has been made, and what information we have been given.

What do you dislike?

At times, the way the emails sent to and received from clients get tracked incorrectly and duplicate every time another email is sent. When going back to search for old information, this duplication makes it troublesome and clunky.

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

I work in an IT services office at a university where faculty and staff can submit tickets about software/hardware issues and the employees in my office go out to service and resolve these problems. ServiceNow works as a perfect ticketing system that helps us keep track of who's working on what and what they've done thus far.

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ServiceNow review by Brian D.
Enterprise
(10,001+ employees)
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"Service now while robust in features is slightly frustrating to use"

What do you like best?

I like how it's web based and can be used on iPhone and iPad

What do you dislike?

the level of customization is someone small

Recommendations to others considering the product

it's ok but not as good as other services I've used for ticket management. While it does have a lot of features, I wish it had more customizable menus that were easier to figure out. Currently the filters and menus are kind of hard to create especially for a first time user. I had to ask colleagues for help with creating favorite menus and they couldn't even remember how to do it so it was frustrating to initially setup. Another thing that I wish was better was the mobile app. The mobile app currently has terrible reviews so it's not only me that thinks it needs a lot of work. Creating the menus on mobile is even hard and I wish the views could be more customizable. Right now the only way to view TASKs is to see the list of TASK numbers and not the actual short description which I would have liked to say the least. Creating new tickets in the mobile app seems to work well too. In the long run there are some pros and cons to the system but in my experience just a few more cons but I have to get used to it as this is the software my company uses. That is all for now.

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

Ticket management

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ServiceNow review by Hiren D.
Configuration Release Manager
Information Technology and Services
Enterprise
(10,001+ employees)
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"An OK-ish IT Ticketing tool "

What do you like best?

A simple interface for ticket creation and incident management.

Ability to generate reports on incident tickets.

We also use ticket templates which makes our life easy to clone them.

The audit functionality is cool and gives a complete history of events.

Integration capability with our business tool is hugely helpful.

What do you dislike?

The Search ability can be a very tedious task and most of the times a ticket gets re-routed to the default home page. This might not be a problem for some of the use cases where the search fields are more controlled.

Frequently there can be a lag while doing parallel searches.

Attachments to replies within tickets do not get auto attached.

Recommendations to others considering the product

Great tool to track issues/problems from customers or external sources.

Easy to generate complete Service Incidents reports on demand basis.

You should definitely give this tool a for Incident Management purposes.

Easy to use once you learn. However, transition period is long.

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

Tracking change management progress with Customers.

We also use S-Now for online chat & support.

Incident tracking has become easier in our Organisation. We manage vendor/partner issues via S-Now and it is our primary application for change management.

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ServiceNow review by Rahul M.
Senior Team Lead
Enterprise
(10,001+ employees)
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"Best ITSM tool in the market today"

What do you like best?

Servicenow is a pioneer in the ITSM domain. The tool hasanything everything inbuilt which you can ask for whether its Incident, Change, Request or Problem management. The tool is so versatile and has a plethora of options for each and every area. We use for primarily for ticketing and change management, but we are also diving into the other aspects like CMDB database, advanced search options and reporting in depth. The ability to view the complete satus of a ticket in a single screen and then add notes is just superb. The email notification are a breeze to setup and so is the groups which you want to keep informed about the activity even if they are not assigned the ticket, still they will be updated with the latest updates in it.

What do you dislike?

There aren't much to dislike in the servicenow, but one thing which bugged me was that when you are searching for an older incident. It takes a lot of time to load and the search results were also very slow. they undergo frequent changes at their end some times we are not aware of these changes which can cause issues at our end.

Recommendations to others considering the product

It's a great tool for complete ITSM workflow. You need to be mindful of the reason why you are switching to Servicenow and spend time with their technical team and mesh out all the details before you go ahead and buy it.

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

We have implemented Servicenow for quite some time now and taking complete ownership of the tool including the advanced options and creating our own asset databases and our admin manage those and update accordingly. We have improved our incident resolution time and improved productivity because updating the incident and assigning to the correct person or group is easier then ever and the email alerts keep everyone in loop of the advancements.

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ServiceNow review by User in Transportation/Trucking/Railroad
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"Service now"

What do you like best?

When there is disruption on our services service now is a one stop app which can show all the disruption on a certain route and then there is a full telephone directory available and then there is a opportunity to communicate through the connect staff -there is a facility to have my trains on the app and lets you know what job you are on and the stopping pattern etc.

What do you dislike?

Lots of people can add information and is difficult to gather all the info coming in ,the app is available to all staff across the network and all staff can have a in put and some staff might not be up to date .

app is sometimes slow to update - could be a wifi issue

Recommendations to others considering the product

Really good for up to date information,lots of staff can input and all staff are getting the same information.

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

can get updates on incidents and let you know peoples names who is dealing with the incident who is expected to help out and what there next plan of action is and it is clear to see what is the next task being carried out and in what order

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ServiceNow review by User
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"ServiceNow is crucial to my team's effective collaboration, but is not intuitively customizable"

What do you like best?

I appreciate the extent to which ServiceNow is customization for my team. You can add whatever attributes you'd like to your homepage (work notes, incident opened on whose behalf, time since opened etc), plus the colors of the UI are customization, which is pretty neat

What do you dislike?

While ServiceNow is great once you get it customized to fit your needs, it takes quite a while to get there. There are 3 gear/wrench icon (settings) visible on my hope page alone; it's difficult to figure out how to change settings.

Recommendations to others considering the product

I'm not sure if ServiceNow offers a free trial or anything of the sort, but if possible, you should try it. Also, make sure you hang on to the number of a ServiceNow rep in case you need it to help assist in implementation.

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

ServiceNow enables my team and I to collaborate on tickets and manage them effectively, which is crucial when managing more than 10 issues at a time.

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ServiceNow review by Al F.
Systems Administrator
Financial Services
Enterprise
(10,001+ employees)
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"servicenow"

What do you like best?

servicenow provides and easy to use interface. It also works well to streamline changes made in an organization. Tasks are assigned off a request to the relevant parties, which makes it easy to assign and track work being done. It's also good for tracking incidents. Works well for self-service and automation within an organization. It also allows you to make comments on each ticket to pass along information related to the ticket.

What do you dislike?

Sometimes the system becomes bogged down and slows or needs to be restarted to solve issues. It's still developing, but over the past couple of years of using it; it has gotten better. Some changes required getting used to when you were using it a certain way and it changes on you. Also, there is a slight learning curve when it comes to cusomizing (filtering) your view to make the most of the tool.

Recommendations to others considering the product

If your organization is moving towards self-service and automation. This product will assist in moving you in that direction.

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

All requests, changes, and incidents are tracked using the software. It allows the streamling of all IT work within the organization and assignments can be made to anyone within the organization with a simple click. It allows for a lot of automation with little human intervention, which has been great for streamlining the work amongst the various departments of the organization. This has also been beneficial in change requests. Several tasks can get generated from a request and the appropriate personnel can be notified of the work they need to complete to close out the task.

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ServiceNow review by Steve M.
Senior Desktop Engineer
Hospital & Health Care
Enterprise
(1001-5000 employees)
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"ServiceNow review for helpdesk usage"

What do you like best?

The thing I like the best about ServiceNow is it's ability to store so many records. It seems to be generally very reliable as well.

What do you dislike?

The reporting capability is very detailed, which is great to an extent but building report queries can be quite difficult because it is so powerful.

Recommendations to others considering the product

We use ServiceNow to also keep track of oncall management. Unfortunately this is another bad implementation in the tool as it is quite difficult to understand without taking training on how to manage it. Also, in my team we rotate oncall schedules each month. There isn't a way in ServiceNow to do that, you must rotate every 4 weeks, which of course leads to having to make manual edits on months that don't have 4 weeks in them.

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

We use ServiceNow for all of our Helpdesk tickets and customer support documentation. Knowledgebase articles are kept in the tool as well.

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ServiceNow review by Ashley G.
Marketing Coordinator
Sports
Mid-Market
(201-500 employees)
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"ServiceNow is the modern day customer communication tool"

What do you like best?

I like the ease of set up and access for all users within the system, including our employees and customers. I like that we can personalize our ServiceNow site, which we have branded iServe for our customers.

What do you dislike?

The only issue we have had thus far is that it doesn't integrate with Hubspot, without going through a third party.

Recommendations to others considering the product

Figure out what your purpose for the software is, and what integrations you may want in it prior to deploying. Come up with a solid project plan on the entire set up process. Our entire on-boarding process is going on 1 year, and we are just about ready to fully launch and roll out.

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

ServiceNow is our new Customer Communication tool within Amtech Software and Futura Services. We like the ease of being able to receive tickets, or issues, and also keep all customer information in one place.

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ServiceNow review by Athena Ordona V.
Senior Fraud Specialist
Marketing and Advertising
Enterprise
(10,001+ employees)
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"ServiceNow: Delivers Service Instantly"

What do you like best?

ServiceNow makes it really hassle-free to submit a service request or an incident for a tool at work. The interface is very user-friendly and it has description of the info it needs to be able to fulfil a service request or report an incident. It is also very instantaneous- the moment you hit send, it emails you a copy of the service request or incident report to your email within seconds which also means that it queues up your request right away.

What do you dislike?

The report that gets generated is very basic in the sense that it's not appealing to the eyes, and the placement of items makes it hard to read the summary/report. Most especially for the comments section of the intake requests, the space for the comments is very little making it hard to read all the comments.

Recommendations to others considering the product

To others using ServiceNow, make sure that you input the correct information because putting in wrong info could delay the request. Other than that, the tool is pretty self-explanatory and user-friendly so even someone who's never really used a tool like that could easily get accustomed to it.

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

With service now, it makes case management very efficient and organized. For users reporting incidents, the tool allows one to not only see the actual incident report, but also see its actual progress as it goes through the different stages of incident resolution. For teams submitting access requests through the app, it also makes submission quick and standardized. It also generates emails that would give a summary of the issue, making it easier for both the user and the management to keep track of all the issues/incidents reported as well as access requests made for recordkeeping.

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ServiceNow review by Jose Q.
Support Services Manager
Mid-Market
(51-200 employees)
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"Service consumerization taken up a (full) notch"

What do you like best?

ServiceNow is extremely flexible. Out of the box, ServiceNow already includes most regular ITIL tasks such as Incident, Problem, Change and Service Management; however, it includes extensive capabilities for expanding the functionality of the entire platform via Studio, an excellent IDE for designing, building and rolling out completely new applications and modules inside the SN platform. And additional to this ServiceNow includes a very comprehensive assortment of plugins for integrating it and adding new capabilities, some quite necessary and normally non present in other similar suites such as HR Management, Facilities Management, Vulnerability Management, etc.

What do you dislike?

The only thing that you may dislike from ServiceNow is its price. SN is aimed to the enterprise market, there's not really (yet) a SMB tier to it. ServiceNow Express was aiming to be an entry point for companies wishing to begin using the pletform without the steep price point, but it was discontinued and a substitute is still in the works.

Recommendations to others considering the product

If you need something automated and organized, regardless of which area in your company is impacted or in need of such a re-engineering, you absolutely need to trial test ServiceNow. You can even get your own free developer instance to experiment and sandbox, fully functional and ready to be used in a test environment, so the test phase is at zero cost for you. And if you need help or get lost, the ServiceNow Wiki page has it all in terms of documentation and guides.

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

ServiceNow enables us to integrate several non-IT processes that are not covered easily with other process management tools. As is in Cloud, also it enables us to easily distribute access abroad, and finally the ServiceNow Mobile app (in Android and iOS) is definitely a plus also rarely seen in other similar solution suites.

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ServiceNow review by Natalie M.
Senior Business Analyst Finance (QAD)
Automotive
Enterprise
(10,001+ employees)
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"Service Now for IT ticket management"

What do you like best?

Its useful to keep the tickets for IT support in one place and notify of updates sent by users to IT department. Good tracking of status's and assigning to the right teams and people. The graphs for assigned users are good and easy to use. User follow up of the tickets and history of email chain is recorded all in one place against the ticket, and its easy to see the whole conversation. Status changes allow users to be notified of the status of the ticket. Ticket IDs allow the users to trace the ticket and follow up with IT when responding about the ticket.

What do you dislike?

The search function is quite clunky to use and it can be difficult to find historical requests if you don't know the subject, or if there are many tickets with similar subjects. The automated ticket creation does not detect duplicates so quite often there are duplicated tickets created if the users send multiple emails with identical subjects. Tables in emails do not display as tables in the service now entry so that if the assigned person is not copied in the original email or its not an attachment it can be difficult to read.

Sometimes attachments are added with weird extensions and are not able to be opened even though they were valid in the initial email from the users. Also, when email chain is updated, sometimes it includes so much other info that its hard to see the actual email from the user.

Recommendations to others considering the product

Ensure you set up the assignment groups and assigned users correctly so the tickets can be accurately assigned.

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

Collaboration of service tickets and allocation to the right support people. User follow up of the tickets and history of email chain is recorded all in one place against the ticket.

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ServiceNow review by Jesse B.
Asst. Director of Network Operations
Enterprise
(5001-10,000 employees)
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"Perfect Ticking and HelpDesk tool with scalable modules"

What do you like best?

ServiceNow is a very complex yet effective helpdesk and ticking tool base. It can be used just as easy for an organization of a few to an organization of thousands. Its proactive notification is one of its best features to help not miss a beat on requests and work to be done. It supports project management and time tracking as well as road mapping and backlog management.

What do you dislike?

While Service Now is an excellent ticket tracker does fall a bit short on some of its expansion modules. Depending on your workflows, Service Now does get tripped up over having multiple owners or parent-child task relationships that are overly complex.

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

Our University was trying to solve a way to have a central ticking system for an internal and external customer that can support customizable simplicity for the external customer and complexity internally. The benefit from this product has been just that. It is not perfect but I have not seen anything else come close in the industry.

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ServiceNow review by User in Hospital & Health Care
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"An excellent SaaS for ITSM processes"

What do you like best?

Highly scalable and provides modular solutions for implementing service based best practices across the enterprise. Initially focused on ITIL but it has expanded to include ITOM, ITSM, and ITBM functions. Further, it is an extremely robust platform with customization galore and full feature set.

In addition, the best in the business system architecture (fully redundant instances) HA Administration portal and ServiceNow support is a top notch. ServiceNow community is extremely active with Docs site (formerly wiki) well updated and complete.

Equally important, ServiceNow is ranked by Gartner as the #1 in the global market of digital service management platforms. Moreover, Service Now has harnessed the power of virtual assistants which is yet being explored by other companies.

I see it as follows:

1) Covers most of the ITSM process required in an organization

2) Platform allows development using latest web technologies and supports integration with 3rd party apps

3) ServiceNow Customer Support team is very much good at resolving any issues/tickets

4) Good application as SaaS and PaaS

5) Allows customizations to out of box script components and enhancements

6) ServiceNow CMDB is totally integrated to the main application of the ITSM side helping the support staff to any issues (requests, incidents, problems, or changes) to a particular CI previously registered in the CMDB

7) Building Dashboard for Customers is very easy and able to support Users with Customer Support is awesome

8) An excellent solution for SOX and other compliance monitoring solution

What do you dislike?

Their pricing model is a bit complex and it could be pricey. Further, since the product can become the core of so many areas of the enterprise, it can require quite a large investment in support resources and it requires these resources to understand SaaS management differences vs traditional application support development.

In addition, Security teams still could be facing challenges as well as Security Analysts often have to reach for same information already documented in the tickets. Maybe we need additional training.

Sometimes web pages load intermittently and some features are better served in one browser than the other. It may potentially require intense training to be given to non-technical staff for proper use of tool.

UI can be challenging and overwhelming at times as well along with Configuration and security are sometimes very difficult and need great effort. Sometimes attachments to replies within tickets do not get auto attached. Have had some issues with workflow scripting as it can be a bit complex.

Recommendations to others considering the product

There are a number of feature rich products available, freeware and commercial. As always, do your due diligence and make sure your selection meets your requirements and use case. Just because it worked well for us doesn't mean it will be the case for others. Do your homework.

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

Service ticket management, CMDB and workflows.

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ServiceNow review by Christian M.
Supervisor, Pharmacy Care
Pharmaceuticals
Enterprise
(1001-5000 employees)
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"No Different than any other Ticketing Software"

What do you like best?

Service Now is a relatively easy to use interfaces and ticket submission system. Much of what you'd be looking for is easy to find and easy to index. Tracking ticket progress is relatively simple too.

What do you dislike?

The site as a whole seems to have trouble loading if you attempt to access it through a link besides the one that takes you to the home page. Additionally, editing tickets after opening is a fairly painfull process, and often, the changes don't reflect in the main ticket.

Recommendations to others considering the product

Evaluate other options. Service Now is okay, but definitely not the end all, be all of IT Ticketing software.

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

Service Now makes submitting tickets simple, a process which it doesn't seem to do better than anyone else.

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ServiceNow review by Douglas F.
Incident And Support Center Manager
Information Technology and Services
Mid-Market
(501-1000 employees)
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"ServiceNow"

What do you like best?

I like the ability to pull reports on INC, Contacts, Problems, anything our company is tracking and it allows me to easily access each one of those tickets to investigate how to make our firm better.

What do you dislike?

The functionality a lot of times needs to be programmed in. I think the other issue is there are so many different capabilities that you can have with ServiceNow but knowing about them or knowing how to use them can create some friction.

Recommendations to others considering the product

It's a great product that fits our companies needs very well. Make sure to use the ServiceNow Community for help if needed!

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

For us we were able to take a look at every Incident we had and we noticed the majority were really just people calling to ask for help on how to use the services we provide. In ServiceNow when we activated the contacts page and were able to separate out general question from the incidents (things that are actually broken) our data became much more solid. It also reduced our documentation time by 90%.

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ServiceNow review by Consultant in Information Technology and Services
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"Great!! A complete solution for ITSM"

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.

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

Recommendations to others considering the product

Great Tool to solve an organization ITSM/ITBM/ITOM problems

What business 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

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ServiceNow review by Donald A.
Manager, Cloud Service Management Automation
Computer Software
Enterprise
(1001-5000 employees)
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"Manager, Cloud Service Management Automation"

What do you like best?

ServiceNow is a Service Automation Platform, not just a ticketing system, and the best tool a technical service provider could wish for. Workflow Engine is best-in-class. Out of the box REST API coverage is second to none. Ease of custom REST API creation is excellent. Self-service portal is easy to add new service catalog items to, and each catalog item has an API endpoint and can be used via API calls or chatbot as easily as a human.

What do you dislike?

Nickel and dime you for every new module. Huge need for improvement in the data analytics space (very difficult to join tables for reporting natively in the platform).

Recommendations to others considering the product

If you are managing technical services then you should really consider investing in this platform. If you are a retailer, non-technical products, or providing non-technical services you may be able to use a product like zendesk or extend your CRM tool or other system of record.

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

Cross functional workflows with task records which are easily converted to API calls to iteratively eliminate manual human tasks.

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ServiceNow review by Matthew D.
Educational Technologist
Information Technology and Services
Enterprise
(10,001+ employees)
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"A highly capable ticketing system"

What do you like best?

I really enjoy the rest apis. I've used these to export data into python and create customized reports.

I also enjoy ticket templating, it makes it very easy to create new tickets quickly.

The mobile app is great for reviewing open tickets on the go.

What do you dislike?

Reporting in the tool is pretty good, but difficult to figure out how to connect across tables. The schema is difficult to understand, and it's hard to leverage data without having too much behind the scenes actions.

Project management is a little clumsy, but it gets the job done. I think we as a culture have difficulty with Agile development, so this could be more about our culture than about the way ServiceNow implements projects.

Recommendations to others considering the product

If you have specific reporting requirements, I highly recommend the APIs. The reporting within the tool is robust, but won't always give you the data exactly as you'd like.

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

Service ticketing is the primary use case for my team. We manage all technological requests, including hardware, software and training in ServiceNow. We also manage projects, and assign cost allocation to figure out where employee time goes. Additionally, we've used it as a solution repository by leveraging the Knowledge Base.

Having the data, even if having to export it via API, is useful to analyze ticket trends. I've implemented a few changes based on clusters of tickets.

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ServiceNow review by Giancarlo M.
Administrador del sistema
Enterprise
(10,001+ employees)
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"Makes the work collaborative"

What do you like best?

I really like the way you can set your favorite actions, move the tickets to your peers and other support groups, the customization in your home screen, the knowledge management and search engine are really on top technologies that helps me to deliver faster to end customer.

What do you dislike?

Sometimes you can see lag in the updates for your tickets, I would really like to make my own template with colors schemes and if you make a change to a case it will assign you the case when that should not always be the best way to go.

Recommendations to others considering the product

I would recommend to take a few videos about the this service features, it has so many options you might get lost.

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

Ticket creation, follow up, work notes and communication with clients.

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ServiceNow review by Jesse B.
Sr. IT Project Manager
Information Services
Mid-Market
(51-200 employees)
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"Service now is a Ticking database and Helpdesk... but leave it there!"

What do you like best?

ServiceNow is a GREAT ticking database or Helpdesk database! The way it assigns, notifies and creates custom dashboards is great! I think ServiceNow is a industry standard and leader for overall ticketing.

What do you dislike?

ServiceNow tries to build itself as one stop shop. The Project Management tool is terrible and the stats from those modules are just as bad. The parent child relationships and workflows create a lot of administrative overheads. Use this for ticketing and leave it as that.

Recommendations to others considering the product

Keep this as a Help Desk System and you will be happy! Project Management should be left out of these deployments.

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

We were trying to make a one stop shop for all work coming and going out, from ticking, Helpdesk, project, programs, approvals. It does do it all, but its is very weak in all things not tickets.

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ServiceNow review by Administrator
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"ServiceNow for Incident management "

What do you like best?

ServiceNOw is robust and solid, supports a high amount of transactions.Good tracking of ticket status's and assigning to the right teams and people. The graphs for assigned users are good and easy to use. User follow up of the tickets and history of email chain is recorded all in one place against the ticket, and its easy to see the whole conversation.

What do you dislike?

I can't update multiple tickets at the same time. It doesn't allow to select more than one incident and replicate the same update for the other incidents.Also Search functionality is not so good.

Recommendations to others considering the product

Keep it simple. Start with the ticketing system and once you get that, then add additional functionality.Consider the active service monitoring options you will require and if you need professional services as it is far bettter to have the same group provide both - to avoid the tennis game of responsibility.It is important to define the operational process and roles for various intended users before you give them access to SN. Ensure clear cut roles for support users.

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

SercieNow helps us to maintain and track all tickets from incidents to change requests.It helps us maintain and track all tickets from incidents to change requests.Better and efficient Project management. Reduces the number of hours someone has to make those reports to identify hat is going on, where is the problem and the root cause too sometimes.Incident tickets can be categorized and tracked as well as reporting features are amazing to be able to keep track of metrics.One central location for all ticketing and problem/change management information

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ServiceNow review by Administrator
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"ServiceNow for Ticket Management of an IT service Provider "

What do you like best?

ServiceNow is Very flexible, the thing I like the best about ServiceNow is it's ability to store so many records. The audit functionality is incredibly powerful if well managed, allows service desk users to gain insight into a support queries and it's history from start to finish.It is the flow. That we can move the incidents from one group to another group in order to resolve the issue for the customers.I like the ease of set up and access for all users within the system, including our employees and customers. I like that we can personalize our ServiceNow site, which we have branded I Serve for our customers.

What do you dislike?

One thing I didn't liked in ServiceNow is search functionality. I have a really hard time finding archived tickets. One Cannot update multiple tickets at the same time. It doesn't allow to select more than one incident and replicate the same update for the other incidents and users not defined well for the ticket priority.

Recommendations to others considering the product

I have been using this product for over 3 years now and have never been disappointed with this product.Be sure to review all aspects of the system and know what customization can be completed and the complexity of completing them. Figure out what your purpose for the software is, and what integrations you may want in it prior to deploying.

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

Incident management, change management and problem management.It gives you analytical view of the incidents previously logged and helps in avoiding the related issue in future, by using the RCA and trends of previous issue.Service ticketing is the primary use case for my team. We manage all technological requests, including hardware, software and training in ServiceNow.

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ServiceNow review by shwetketu p.
Enterprise
(10,001+ employees)
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"CRM having extra ordinary features"

What do you like best?

- Multiple customers can be easily integrated into one CRM tool

- Interlink between Case, Problem, Incidents can be easily trackable

- we can have a dashboard of our tickets which is most powerful part of the tool. we can easily identify the issue and we can have all stuff at one place.

- Easy to track the progress on the ticket.

- simple and easy to adapt UI

What do you dislike?

Some modules are running very slow

- Poor advance search functionality

- fewer options for customization

Recommendations to others considering the product

Value for money investment and the customer will be well informed using automated email.

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

we are using service now for ticket maintaining and documenting and tracking purpose. we can have a track on each and every work details with the stored attachment and it can be very useful for future. if the same issue araises we can use the methodology we used in past with best match scenario.

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ServiceNow review by User in Higher Education
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"Sophisicated yet Easy to Use"

What do you like best?

The user interface is clean and easy to use

What do you dislike?

There are a lot of tabs that hardly anyone uses but still appears on the dashboard

Recommendations to others considering the product

ServiceNow lacks the ability to create a schedule of tasks, per se. For instance, if there are three tickets assigned to you,. it is up to you to keep up with the details of these tickets. From my knowledge, there is no integration feature where SerViceNow plans out a daily schedule/weekly schedule for you to help you organize and see the tasks you need to complete (including when, and where). This must be done separately through another application. But other than this, it is a great ticketing tool.

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

Service and incident related requests. Procurement and internal university communication (including within and between various connected departments) is also done through ServiceNow. Benefits are documented records of everything ever submitted within ServiceNow with the ability to run queries and quickly obtain answers to questions related to previous ticket submissions.

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ServiceNow review by User in Information Technology and Services
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"ServiceNOW we call SNOW here, and it's a great incident management program!"

What do you like best?

I like it much better than our previous incident management software. I love the ability to run reports with and have it create graphs/charts to present to my manager about call tickets.

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. The mobile view doesn't let me see the full stream of comments in the ticket.

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 thoug

What business 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.

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ServiceNow review by Aleksandr N.
C-Squad Member
Computer & Network Security
Small-Business
(2-10 employees)
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"Service Now, best, tool, ever!!!"

What do you like best?

It's highly customizable while still being beginner friendly. It's fast, easy to use, and snazzy when it comes to the UX experience.

What do you dislike?

Some features are hidden from you at the very beginning. If you want to go advance mode, research is required, aka there is a learning curve.

Recommendations to others considering the product

Try it out, have a team in place to support and maintain your version, and make sure to train your staff.

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

We use SN as our ticketing service, and it's amazing for ticket management. With variety of filters and a fast query, it's perfect.

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ServiceNow review by Consultant in Management Consulting
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"The best product for IT service management"

What do you like best?

Service now is a cloud based application that is powerful and flexible. It offers several out of the box functionalities that are based on the ITIL best practices for IT service management. In addition, it also allows for custom application development using their custom workbench.

Among all the other service management tools that I have worked on, sericenow is one of the easiest to navigate because it has powerful search functionality as well for both users and administrators as well. The search is indexed and pulls up quickly if you are looking for a specific task or a catalog item.

ServiceNow offers a subscription based licence that can be very cost efficient for organizations. They only pay for the ITIL users and the features that they want. They do not need to activate the add-ons that they do not plan to use and need not pay for it.

What do you dislike?

The biggest benefit in adopting Servicenow is that it is cloud based and requires no infrastructure setup for the client. They only have to have a subscription. But some of the organizations are reluctant to move to a cloud based environment. So they consider other on-premise ITSM applications.

Recommendations to others considering the product

They are the market leaders in for ITSM tools.

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

Service now has powerful tools and dashboards for managing the IT Service mangement processes like Incident management, problem management, change management, Knowledge base etc. In addition, it can also be used as tool for Project management and development using Agile/ hybrid frameworks.

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ServiceNow review by Jeremy M.
IT Support Specialist
Mid-Market
(501-1000 employees)
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"Great all-in-one ticketing system"

What do you like best?

I like the fact that it separates incidents from requests. Our previous ticketing system did not have any separation, which messed up our SLA's. The reporting is substantially better than our previous

What do you dislike?

At the same time, while I like the verbosity, I don't like the amount of configuration that is required. It won't be an issue after we have fine tuned our system, but right now it's a growing pain.

Recommendations to others considering the product

ServiceNow is one of the best incident management systems I've used so far. I've used free and paid solutions and ServiceNow has been great for the price. We no longer have manual processes and paperwork for our end users to fill out. It has saved us so much hassle.

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

We use it for IT support requests and incidents. We use it to manage approval for purchasing. The main benefit realized was the reporting. It is way ahead of what we got from our previous ticketing system. Since tasks can be divided up between techs, it makes the request process much easier with less clutter.

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ServiceNow review by Administrator in Information Technology and Services
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"User Friendly and Powerful tool to manage project changes and incidents!"

What do you like best?

User Friendly and Powerful tool to manage project changes and incidents.

Generate Incident Reports, create customized filters.

What do you dislike?

Cannot update multiple tickets at the same time. It doesn't allow to select more than one incident and replicate the same update for the other incidents.

Recommendations to others considering the product

Earlier I used other tools, however Service Now makes Software defect maintenance, Quality Management so easy. It provides real time communication via mail,text when issue occurs. We can customize notification based on Severity. It also allows customized reports and create filters to pull data for business decks, dashboards. Earlier I used other tools, however Service Now makes Software defect maintenance, Quality Management so easy. It provides real time communication via mail,text when issue occurs. We can customize notification based on Severity. It also allows customized reports and create filters to pull data for business decks, dashboards. Earlier I used other tools, however Service Now makes Software defect maintenance, Quality Management so easy. It provides real time communication via mail,text when issue occurs. We can customize notification based on Severity. It also allows customized reports and create filters to pull data for business decks, dashboards. Earlier I used other tools, however Service Now makes Software defect maintenance, Quality Management so easy. It provides real time communication via mail,text when issue occurs. We can customize notification based on Severity. It also allows customized reports and create filters to pull data for business decks, dashboards. Earlier I used other tools, however Service Now makes Software defect maintenance, Quality Management so easy. It provides real time communication via mail,text when issue occurs. We can customize notification based on Severity. It also allows customized reports and create filters to pull data for business decks, dashboards. Earlier I used other tools, however Service Now makes Software defect maintenance, Quality Management so easy. It provides real time communication via mail,text when issue occurs. We can customize notification based on Severity. It also allows customized reports and create filters to pull data for business decks, dashboards.

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

Creating quality metrics for the application, maintaining dashboards for defects, incidents and release management.

It gives you analytical view of the incidents previously logged and helps in avoiding the related issue in future, by using the RCA and trends of previous issue.

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ServiceNow review by Jeff P.
IT Analyst
Government Administration
Enterprise
(10,001+ employees)
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"Stable product but not very user friendly"

What do you like best?

Global platform to track issues, projects, and time sheets where automation helps with tracking all of these elements.

What do you dislike?

There are aspects that aren't user friendly / intuitive. One case I think of off hand is time entry. Any search resets it the current week even if you are in the previous week(s) working on the records. It would seem to be simple code / logic to fix this to make it more friendly for time entry.

Recommendations to others considering the product

Be sure to review all aspects of the system and know what customizations can be completed and the complexity of completing them. You should also consider / obtain demos on how to enter / use all aspects of the system to ensure it's intuitive to you. In my experience, it doesn't seem that friendly to information entry (duplicate areas to enter / approve before information shows on the screen.)

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

Solving: Tracking of time as associated with projects and thus project funding for accounting purposes. Also tracking of issues throughout the state for technical staff.

Realized: Centralized location to acquire needed information about projects.

Helpful?