#1 most frequent
United States of America
54.8%4,124 installations of 7,523
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
1 / 4
Top Performing Features
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
Areas for Improvement
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
Who Buys & Uses ServiceNow IT Service Management
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
6.7%506 installations of 7,523
#3 most frequent
India
5.8%435 installations of 7,523
ServiceNow- Best tool to smoothly run business
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
ServiceNow IT Service Management - Leagues above the competition!
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
ServiceNow IT Service Management Review
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
Tech guy with 15 years of experience annoyed with ServiceNow.
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
ServiceNow really does provide service NOW
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
