ServiceNow

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7,348 reviews
  • 43 profiles
  • 135 categories
Average star rating
4.4
#1 in 37 categories
Grid® leader
Serving customers since
2004

ServiceNow Solutions

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ServiceNow AI Platform

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ServiceNow Customer Service Management

528 reviews

ServiceNow CSM enhances every aspect of the customer lifecycle by utilizing AI-driven capabilities to optimize omnichannel self-service and improve issue resolution. It automates customer operations across departments and empowers agents with real-time intelligence and productivity tools. Key features and capabilities include: AI Agents: Handle routine tasks and complete processes autonomously, freeing up human agent time and scaling the call center operations 24/7. Self-Service: Empower customers with AI-powered conversational chat to get answers and take action quickly. Guide customers through personalized action steps across various channels such as chat, portals, and catalogs. Agent Workspace: Provide a single, configurable workspace integrated across channels for a holistic customer view. AI-powered case summaries, guided playbooks, and recommendations make it fast and easy to provide excellent service. Case Management: Seamlessly orchestrate complex customer issues across departments to boost resolution times and customer satisfaction with a unified data model and automated workflows. Knowledge Management: Allow AI Agents to create and share relevant knowledge articles and case summaries quickly with both human agents and customers. Predictive Intelligence: Use AI to anticipate customer needs, automate resolutions, and reduce case volume. Deliver smart, proactive service to achieve value faster. ServiceNow CSM unifies people, processes, and data, ensuring seamless and effective service delivery that leverages AI to enhance customer satisfaction and reduce operational costs.

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ServiceNow Healthcare and Life Sciences Service Management

1 review

Stay focused on patient care through improvements to operational performance.

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ServiceNow Resource Management

0 reviews

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My Assets

0 reviews

Asset Management Simplified Manage assets issued to organization workers electronically by allowing users to validate the assets they are given and the Assets Team to track assets easily. My Assets ServiceNow Application was created to make asset management and the tiresome labor associated with it easier for your company. The application provides Assets Team members and individual users with a personalized view of their assigned assets through a user-friendly portal interface.

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Connection

0 reviews

Connection is a Fortune 1000 Global Solutions Provider that specializes in delivering end-to-end IT services and advanced technology solutions. By integrating their proprietary MarkITplace® platform with ServiceNow's IT Service Management (ITSM and asset management products, Connection offers a unified solution that automates the entire request, procurement, and asset management lifecycle. This integration streamlines eProcurement processes, enhances reporting capabilities, and eliminates redundancies, enabling organizations to adapt to the evolving technological landscape efficiently. Key Features and Functionality: - End-to-End Implementations: Connection provides comprehensive IT services that cover the entire lifecycle of request, procurement, and asset management. - MarkITplace® Platform Integration: Their proprietary platform facilitates streamlined eProcurement and reporting, enhancing operational efficiency. - ServiceNow Expertise: Connection has expertise in implementing ServiceNow's ITSM and asset management products, ensuring seamless integration and automation. - Customized IT Solutions: They deliver tailored IT services and advanced technology solutions to meet the unique needs of enterprise organizations. Primary Value and Problem Solved: Connection addresses the challenges organizations face in managing complex IT procurement and asset management processes. By automating these workflows through the integration of their MarkITplace® platform with ServiceNow's ITSM and asset management products, Connection eliminates redundancies, enhances reporting capabilities, and streamlines eProcurement. This unified solution empowers organizations to adapt to technological advancements efficiently, fostering growth, elevating productivity, and driving innovation.

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Hardware Asset Management

0 reviews

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Safe Workplace Suite

0 reviews

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ServiceNow GRC

0 reviews

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ServiceNow Reviews

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Star Rating
4629
2344
312
40
23
Vijaysankar R.
VR
Vijaysankar R.
Enterprise (> 1000 emp.)
11/11/2026
Validated Reviewer
Review source: G2 invite
Incentivized Review

Organized IT Service Management, but Engineering Workflows Need Better Support

I like having all IT-related requests, incidents, and updates in one place. Ticket history and status tracking make it easier to see what has already been reported and follow up without going through multiple emails or conversations, and they keep the process organised. I find incident management, change tracking, and ticket history useful for tracking issues with development environments, software tools, and system access. Being able to check previous updates and track changes makes it easier to coordinate with other teams without relying on email threads. I also found the initial setup fairly easy from an end-user point of view, and the basic functions, like creating incidents, submitting requests, and tracking approvals, were straightforward to learn.
Verified User in Accounting
AA
Verified User in Accounting
Mid-Market (51-1000 emp.)
11/10/2026
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review

ServiceNow Makes Issue Tracking and Updates Easy

ServiceNow helps us track issues and provide assistance with appropriate updates.
Verified User
A
Solutions Specialist
Enterprise (> 1000 emp.)
Originally submitted 11/6/2026
5/5

ServiceNow IT Service Management offers a user-friendly interface and effective tools like the Employee Service Center and Service Operations Workspace, which enhance ITIL processes in emergency operations. The platform's group management feature ensures continuity in incident handling despite staff turnover.

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HQ Location:
Santa Clara, CA

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What is ServiceNow?

ServiceNow allows employees to work the way they want to, not how software dictates they have to. And customers can get what they need, when they need it.

Details

Year Founded
2004
Ownership
NYSE:NOW