ServiceNow IT Service Management

Score8.6 out of 10

518 Reviews and Ratings

What is ServiceNow IT Service Management?

Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management.

Categories & Use Cases

Media

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Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 8.3
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.5

ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Category average: 8.2
Configuration mangement
Database for tracking and reporting all business assets
Category average: 8.6
Asset management dashboard
Dashboard showing organization's software portfolio
Category average: 8.1

Verified User

Consultant in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

I use ServiceNow IT Service Management to create, update, and close tickets. ServiceNow is proper planned tool which works with workflow trigger. For example when we create a ticket it goes to manager for approval or whosoever is assigned in workflow then we can assign it to proper team who will work on that ticket with desired SLA within which ticket needs to be resolved.

Pros

ServiceNow is best tool which IT team is given to work on assigned task . Tickets are being assigned in the form of service request or incidents on which we need to respond to client on the basis of SLAs and we can track record of work delivered.
Change management is also done in service now if some implementation needs to be done in any project.
Movement of change to production /market -go-live status can be managed in service now

Cons

UI seems classy to me but for non technical background they sometimes feel lost.
For setting up workflow require customization that involves certain complexity .
Sometimes page slows down when you have bunch of tickets assigned to load it takes time

Return on Investment

Ticket resolution has been improved to around 30-40% .
Automated workflows for approvals or any other software need have reduced the manual effort to great extent.
A real-time dashboard for incidents /change requests has made the business process transparent.

Usability

Other Software Used

Jira Service Management, DKM (Dynamic Knowledge Management), Okta

Verified User

Analyst in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

We use ServiceNow IT Service Management for all of the standard ITIL components. Change, Incident, Problem, Knowledge and Tasks. It is used by numerous departments in our organization, ranging from users in IT (service desk, request fulfillment, etc) to non-IT (HR, premises, special services, etc)

Pros

It is exceptional for ticket intake and tracking
Handling SLAs on tickets
All the steps required for standard ticket life (i.e. notifications, work notes, etc)

Cons

It is missing the concept of a work order, like BMC Remedy has
Sometimes the core UI vs the workspace can be bothersome to troubleshoot with a user, as they aren't always clear as to which interface they are using

Return on Investment

The ServiceNow IT Service Management module has allowed us to provide a ticketing solution to numerous departments outside of IT
Integration between Change and Azure DevOps via CI/CD pipelines has helped our IT departments become better at Agile methodologies

Usability

Alternatives Considered

BMC Helix ITSM

Other Software Used

Microsoft Power BI, ServiceNow IT Asset Management, ServiceNow Now Platform, ServiceNow IT Operations Management

Harish kumar Vardineni

Technology Lead in Information Technology at Infosys Limited (10,001+ employees employees)

Use Cases and Deployment Scope

We are using ServiceNow IT Service Management to create requests, incidents, and change request. If a new employee onbaording to the project need to raise a credentials, laptop and other access requests raised in the portal. User interface looks simple and provided all the data in the dashboards. Each application have different dashboards provided in ServiceNow IT Service Management like incidents, changes and catalog items. Raising a request to other team memebers issues with in the project is easy in ServiceNow IT Service Management just selected requested for employee name. Employee center portal have all the information like knowledge articles and virtual agent contact details. It is very simple to connect with ServiceNow IT Service Management agents using CTI dailer customer care number to create new cases just by calling to agents. CMDB tables and its relationships maintained well in parent and clild tables. we have integrated jira in to ServiceNow IT Service Management by-directionally and both jira and it updated if any tickets created or updated. Approvals will receive email notifications and links to approve the request within the email directly. Scheduled reminders also received if P1 tickets is not resolved with in the SLA timeframe. In mobile also we can login and review details of the request and status. Finding knowledge articles related issues is very simple and cool feature in ServiceNow IT Service Management.

Pros

Onboarding a new employee to organization is made simple process need to raise a one simple catalog request for all accesses like laptop, mail credentials, gatepass, office seat , phone etc. , with in one request seperate tasks created for each case and easy to check the status.
Spokes provided in store to integrate ServiceNow IT Service Management with third party application without coding. just need to install application spoke from ServiceNow IT Service Management store and integrate it bi-directionally without coding required.
Easily filter data and export to excel file by using reports in servicenow
Each application have different dashboards and we can do custom dashboards as per our project needs.

Cons

In reports pivot table option not provided order(asc or des) functionality.
After every upgrade system properties resetting to out of box default even customized properties also. It is difficult to maintain customized properties data after version upgradation.
Default roles are creating for every time that we try to cretae a new custom table or scoped application.

Most Important Features

ServiceNow IT Service Management have all the new applications linked and widgets added.
Knowledge articles have approval process and once approved it will visible based on user criteria.
Automated process for every request and asssignment group assigned automatically based on user provided information

Return on Investment

Searchable activity provided with in form to search kb articles before creating a new issue
It will take long time to upload data using trasnform maps and import set table
Excel upload option not provided to load table data using excel sheet.
Ticket search functionality improved after tokyo upgrade

Alternatives Considered

Atlassian Jira Align, Agilysys InfoGenesis and BMC Cloud Lifecycle Management

Other Software Used

Atlassian Jira Align, BMC Automated Mainframe Intelligence (AMI), Azul Intelligence Cloud

Max Lewenhaupt View profile

EMEA Enterprise Support Specialist in Information Technology at Discovery Networks International (1001-5000 employees employees)

Use Cases and Deployment Scope

It's being used across the whole organization. Our entire company sends and finishes tickets using the portal. We use each queue for IT, facilities, and others. Our business needs quick responses, as we work at a media company. We handle [everything] from small issues to big issues on servers and it is of vital importance that the [ticketing] software [vendor] respect our time frames and needs.

Pros

Maybe some of the customization features.
Cloud-based.
Can add attachments [to tickets].
Chat Integration
Web based Catalog

Cons

Easy integration with Chat features
New version improves a lot
Getting better with attachmets
Search fields improve for last review
Need some works on database to reduce configuration items.
Improved on last versions
Work better on Chrome.

Most Important Features

Reduce time
improve communication between different departments
Have a great Chat tool integrated
The Catalog Builder is amazing
Easy to create incident and create flows
Easy end user experience
You can build several Catalogs
Flow of documents and approvals doing great

Return on Investment

Happen some Time outs but that have to do with some huge quantity of software manage for our company

Other Software Used

BMC Helix ITSM (Remedy), Datto Autotask PSA, Zendesk Support Suite

Usability

Jessica Rich

Project manager in Product Management at Indeed (10,001+ employees employees)

Pros

To create a ticket takes very little up front information and allows the user to submit a ticket quickly
The interface is simple and straightforward
It's easy to conduct a conversation via the ticket and ask questions/get answers.

Cons

If one of my employees submits a ticket, they can't easily share the ticket with me via a link. They have to add me as a watcher.

Most Important Features

A simple, straightforward ticketing system that easily allows for tickets to be created, resolved, and closed.

Return on Investment

Personally as an end-user, I feel like my issues have been resolved more quickly/don't tend to get as lost when using previous tools.
Having a centralized place where all questions are asked and all issues are resolved means I don't have to spend time searching for the appropriate team. I can just create a ticket and it's channeled to the appropriate team for me.

Alternatives Considered

Jira Software

Other Software Used

TINYpulse, Aria Crescendo

ServiceNow IT Service Management

What is ServiceNow IT Service Management?

Categories & Use Cases

Media

Key Features

Top Performing Features

Organize and prioritize service tickets

Self-service tools

Subscription-based notifications

Areas for Improvement

ITSM reports and dashboards

Configuration mangement

Asset management dashboard

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Other Software Used

Usability

Pros

Cons

Most Important Features

Return on Investment

Alternatives Considered

Other Software Used

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