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ServiceNow Express

3.8
(10 reviews)

ServiceNow Express is a ITSM solution for small and mid-market businesses.

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ServiceNow Express Reviews

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Showing 12 ServiceNow Express reviews
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ServiceNow Express review by Aaron S.
Aaron S.
Validated Reviewer
Review Source

"Can be setup for minimal required fields"

What do you like best?

Our current setup requires certain fields, and the entries used most are save and auto-complete. You can have favorite pages/filters/reports on your sidebar.

What do you dislike?

There are work notes that only techs can see and additional comments the user can see. It should default to work notes, but stays with whatever your last choice was from ticket to ticket. Also does not include Projects which would be a big help.

Recommendations to others considering the product

Ask your departments what categories they use and would like to see in the system. Don't assume you know them all....you don't. Do it right the first time and it will last a very long time.

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

Online managed ticketing system with support. We like the product as a whole and will likely move to the full enterprise environment soon

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ServiceNow Express review by Kyle F.
Kyle F.
Validated Reviewer
Verified Current User
Review Source

"ServiceNow Express, It Gets The Job Done"

What do you like best?

The User Interface is straightforward and easy to navigate.

It is highly customizable to suit your specific needs for incident recording.

The most recent update has added live updates to incidents you are in, alerting you to changes/updates made by the system or other users.

The reports you can run are highly customizable to show you very specific metrics.

The ability to create 'problems' and assign incidents to those problems for later tracking.

What do you dislike?

The backend even in Express is very cumbersome and difficult to navigate with a steep learning curve.

The backend in the full suite of ServiceNow is entirely Java based with no UI as of the last review I was a part of.

The reporting system is not easy to navigate and requires a lot of trial and error to get the metrics you want reported back to you properly.

The most recent update to Express has caused many issues and getting support has been difficult.

A user can have multiple tickets opened for the same issue as there is no obvious indicator that they already have one open when creating the incident.

Recommendations to others considering the product

Be sure to ask very specific questions based on your needs with the software and ask for demonstrations within the system to see how it works.

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

Asset management and tracking has been very useful.

Tracking common issues across everyone, and whether individual users are experiencing repeat issues or unique issues.

Tracking time spent on each incident to create trends on how long specific issues take on average to assist in staffing needs.

Tracking my own projects and time spent within those projects.

What Service Desk solution do you use?

Thanks for letting us know!
ServiceNow Express review by User
User
Validated Reviewer
Verified Current User
Review Source

"Very complicated, but feature rich"

What do you like best?

Handles the creation of tickets specific to your organization's needs.

What do you dislike?

Due to it's very feature rich nature the learning curve is quite steep. This will make it difficult in the long term to bring in more parts of the company in using the platform.

Recommendations to others considering the product

Make sure that your team can dedicate at least one member to working in the product full time.

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

Internal help desk requests, prioritization, and knowledge base.

ServiceNow Express review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Service Now is wonderful, but Express has it's limitations"

What do you like best?

Ease of navigation from Incident to Change to Problem all via the left sidebar or search function. User administration is pretty straightforward.

What do you dislike?

Configuration of Service Now Express has been difficult, mostly due to Express not supporting scripting. SN Express also does not support "Groups" from SalesForce.

Recommendations to others considering the product

Be specific about what you want up front to make sure you can live with the limitations with the Express version.

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

We have been able to automate a lot of tasks my team was handling manually before SN. Specifically sending notification of an event to parties other than the "Caller" or our internal groups.

ServiceNow Express review by Administrator in Banking
Administrator in Banking
Validated Reviewer
Verified Current User
Review Source

"Robust Platform "

What do you like best?

ServiceNow is a robust platform. We use it for ITIL and Asset Management.

What do you dislike?

Express version doesn’t have some of the functionality of Enterprise version.

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

We are able to adhere to ITIL standards which not only makes auditors happy, but also makes it easy for us to quantify the work of our IT department.

ServiceNow Express review by User
User
Validated Reviewer
Review Source

"Ok solution for IT ticket management"

What do you like best?

It's an ok solution for IT tickets. It is relatively easy to input information and assign tickets

What do you dislike?

The UI is overall difficult to use and outdated looking. It can be confusing to navigate, search could be better

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

Keeping track of IT tickets

ServiceNow Express review by User
User
Validated Reviewer
Review Source

"Great option for cost!"

What do you like best?

the price! honestly I like the fact that they have a mid-market/medium to small Business offering. It really helps us with our internal processes and automating them, very flexible software/platform

What do you dislike?

I wish there was a bit more customization and feature add-ons.

Recommendations to others considering the product

Yes, for medium to mid-market companies its a valuable asset also have Enterprise offering as well

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

Really has helped us with processes, having less man hours/reduce head count, cost savings

- Ticketing

- Alerts

- Status

- timeliness

ServiceNow Express review by User in Computer Software
User in Computer Software
Validated Reviewer
Review Source

"Good Helpdesk experience"

What do you like best?

A light version of the Service Now Heldpesk platform, that still can handle good workflows with a great user interface

What do you dislike?

Not many thinks I dislike. Of course after working with Standard ServiceNow I see this as not so powerfull but still a pretty good tool

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

For small Helpdesks scenarios, ServiceNow express is a good choice, still enabling good APIs for building integartions with it.

ServiceNow Express review by User in Retail
User in Retail
Validated Reviewer
Verified Current User
Review Source

"Very User-Friendly "

What do you like best?

The interface makes it easy to use for customers

What do you dislike?

There’s nothing I dislike about it at the moment

Recommendations to others considering the product

possibly

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

N/a

ServiceNow Express review by User
User
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"BEST UPGRADE for Help Desk"

What do you like best?

I love the chat feature, and being able to view tickets/contest closure. The idea to search by location is great for the Back office Lead to view all by location, especially if they were off for a day.

What do you dislike?

The search feature doesn’t work like it should

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

All help desk tickets, urgent to non urgent

ServiceNow Express review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Powerful, but convoluted tool"

What do you like best?

The tool is great for keeping track of team case and activities as well as being very customizable.

What do you dislike?

Too much happening, hard to find specific information.

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

Case and task tracking including time spent on work. Easy to keep groups and teams organized if you have the right filters and favorites set.

ServiceNow Express review by User
User
Validated Reviewer
Review Source

"Good Product"

What do you like best?

Ease of use. Adoption was easy when users understand how to work on items

What do you dislike?

It can get confusing for folks who does not have enough expertise

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

Incident tracking

Kate from G2 Crowd

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