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ServiceNow Incident Management

4.0
(21)

ServiceNow Incident Management streamlines the process of restoring service following an unplanned disruption. Incident Management allows IT to capture incidents through a self‑service portal, chat, email, phone, and incoming events and prioritize them based on agreed service level targets.

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ServiceNow Incident Management Reviews

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Showing 21 ServiceNow Incident Management reviews
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ServiceNow Incident Management review by Neil G.
Neil G.
Validated Reviewer
Verified Current User
Review Source

"ServiceNow Rocks for Incident Management"

What do you like best?

New interface and extensibility via custom development. The best features are the ability to extend ServiceNow via connectors, mashups, and pre-built APIs. We use several of these and they all work well. Only need some machine learning capabilities now. Great software.

What do you dislike?

Nothing in particular. ServiceNow in its current version has delivered to promise. Overall better design might help. Better mobile app might help.

Recommendations to others considering the product

Get ServiceNow developers on your team this will help move things a lot faster.

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

We recently consolidated several systems into ServiceNow and that went well. Also, getting into automation and orchestration and its performing well. The best features are the ability to extend ServiceNow via connectors, mashups, and pre-built APIs. We use several of these and they all work well. Only need some machine learning capabilities now. Great software.

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

"Service Now Incident Management a Versitile solution"

What do you like best?

I really love the ability within the incident management application to completely customize it to our needs. I was able to make SN do exactly what the company needed and to even create more solutions for them by simply creating fields, adding rules/scripts. It really let me make it do what we wanted/needed.

What do you dislike?

The only issues I really have with our incident management is that we don't use features like severity to the degree I would like us to, but this is a company issue not the products.

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

We were able to create inbound email scripts that would allow an offsite user to simply respond to a ticket notification email to change the state of the ticket by adding a work to the subject line of the email. This was a major change for our field techs, and they loved it.

What Incident Management solution do you use?

Thanks for letting us know!
ServiceNow Incident Management review by Dave M.
Dave M.
Validated Reviewer
Verified Current User
Review Source

"ServiceNow for IT governance"

What do you like best?

We've tried a handful of solutions for managing our team's workflow. ServiceNow allows us to collaborate, manage incidents reported by the business and manage system deployment of bugs and enhancements.

What do you dislike?

There are some UI behaviors that take getting used to. Navigation to lists of incidents related to changes, problems is a bit cumbersome, but overall our entire team has adopted it and relies on it. Recent addition of exports to excel are key.

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

Change management, business visibility, prioritization of work.

ServiceNow Incident Management review by User in Higher Education
User in Higher Education
Validated Reviewer
Verified Current User
Review Source

"ServiceNow is SNOW as we call it is good!"

What do you like best?

I like it much better than our previous incident management software. I love the ability to run reports with it too!

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.

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 though.

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.

ServiceNow Incident Management review by Karan G.
Karan G.
Validated Reviewer
Verified Current User
Review Source

"Best ITSM product for Incident/ticket management"

What do you like best?

UI works the best for fulfillment view. Timer counts the actual time you have spent on fixing the issue.

What do you dislike?

couldn't think of anything. May be the time it takes to load the page in ServieNow, if that can be reduced, it would give user a greater experience.

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

We have a user base of more than 20000 users for ServiceNow - Incident MAnagement.

It works greatfor user sitting in a different location to submit a ticket to the corporate.

ServiceNow Incident Management review by User in Government Administration
User in Government Administration
Validated Reviewer
Review Source

"Great Tracking of Incidents with Custom Filtering"

What do you like best?

What I like best about ServiceNow Incident Management is the ease of entering in tickets. Templates can be created for common tickets and you have the ability to assign tickets to a group for resolution. Free text search is fast and accurate. The visual display boards make tracking incidents easy to visualize. The ability to create custom filters is helpful in addition to chat collaboration. The creation of service request forms is also helpful.

What do you dislike?

What I dislike about ServiceNow Incident Management is that the e-mail notifications do not retain line breaks and everything is garbled into one line, which makes readability cumbersome. There is also no support of RTF. Having the ability to do bulk ticket creation by uploading a .CSV would be helpful. Administrators also have the ability to customize the branding of the application to match your organization's logo and color scheme.

Recommendations to others considering the product

Ensure that you have our business processes laid out and integrated into the platform. Creating service request workflows will ensure consistency and make future maintenace easier.

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

ServiceNow Incident Management allows my organization to track incidents as they occur. The ability to create your own customized service request form is extremely useful and helpful in process improvement, tracking, and monitoring. ServiceNow also has a variety of modules available for purpose to integrate with other products.

ServiceNow Incident Management review by David  W.
David W.
Validated Reviewer
Verified Current User
Review Source

"ServiceNow"

What do you like best?

this tool keep track of all our service support tickets.

What do you dislike?

it seem to be hard to search for specific incident when you need to review old tickets

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

we use this tool to track to service support call and it work

ServiceNow Incident Management review by Agency in Computer & Network Security
Agency in Computer & Network Security
Validated Reviewer
Verified Current User
Review Source

"Easy to use, and customizeable."

What do you like best?

i like that it is customizable to use with your organization. even customizable for improved user experience.

What do you dislike?

does not always populate user information stored in our AD. it could be our change management team problem with configuring it optimally

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

i service over 3000 city employees for department of transportation. it allows me to create tickets so i can follow up with clients, solve their issues, create notes that other members of my team can read, and add knowledge for others to look up.

ServiceNow Incident Management review by User in Higher Education
User in Higher Education
Validated Reviewer
Verified Current User
Review Source

"Solid Tool for Enterprise "

What do you like best?

Enterprise level ticketing tool that is rock solid and customizable.

What do you dislike?

difficult to lock down segments for team only views. information in any ticket is available to majority of users.

Recommendations to others considering the product

Solid system for enterprise level use. Our current implementation does not meet HIPAA Needs so we are exploring paying for upgrade or transferring to SalesForce

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

Ticket management on enterprise level. Can easily pass tickets to different departments for work as needed.

ServiceNow Incident Management review by User in Retail
User in Retail
Validated Reviewer
Review Source

"ServiceNow just works for Enterprise"

What do you like best?

I like the interface easy to browse and file/find incidents. I like the team view where each of our team members can go in to see the incidents filed for that team. Work notes section helps to track progress and make notes as when an incident is being investigated.

What do you dislike?

I would like to have a mobile app where i can see the incidents on the go.

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

We migrated from our in house service incident reporting. We got good user interface and incident management system. It was pain earlier to keep track of incidents and teams to whom this incident needs to be assigned.

ServiceNow Incident Management review by Administrator in Farming
Administrator in Farming
Validated Reviewer
Verified Current User
Review Source

"easy to use once you're familiar"

What do you like best?

once you get to the correct page for your system, its very easy to use

What do you dislike?

if you are directed away from your home page its difficult to navigate back to where you do your work

Recommendations to others considering the product

easy to learn and use

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

help desk tickets. Its nice to have a single repository for all our customers

ServiceNow Incident Management review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Service Now for incident tracking"

What do you like best?

Ease of use, ability to use various types of filters and searches, customize homepage, easy reporting

What do you dislike?

I wish templates could be created to append to existing fields instead of overwriting them, so we could add to existing information, instead of losing what was previously entered

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

Helpdesk incident management

ServiceNow Incident Management review by User
User
Validated Reviewer
Review Source

"Best Help Desk ticketing system"

What do you like best?

Service Now is really intuitive, it is born to help you with Help Desk basically

Well done, easy to use and powerful engine I have noticed

What do you dislike?

You need to use it with a browser, cant be installed as an app

Recommendations to others considering the product

Really great tool for Help Desk I recommend it

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

User will send their request, concerns, incidents from service-now and you will get an email and a ticket is created automatically within the system

Help Desk mainly, also some telephony and IT requests

ServiceNow Incident Management review by User in Marketing and Advertising
User in Marketing and Advertising
Validated Reviewer
Review Source

"Great Incident Management Tool"

What do you like best?

I like how SNOW can be customized to fit your business needs.

What do you dislike?

Analytics can be a little more difficult to get because of the customizable features.

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

It was a great tool to track specific incidents for large software companies. If you have all of you infrastructure integrated with SNOW, then you will realize the maximum benefit to your company. If you are only using it for ticketing you may not get the full benefit.

ServiceNow Incident Management review by Administrator in Higher Education
Administrator in Higher Education
Validated Reviewer
Review Source

"Cool Incident tracking tool"

What do you like best?

The ability to track (view, update, etc.) help desk tickets.

What do you dislike?

The description of the tickets are cut off in text messages so I have to check my email or log into Service Now to see the full description of the problem/updates.

Recommendations to others considering the product

NA

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

Ticket Resolution time is being solved. The time it takes to receive, view, update and resolve tickets is the benefit of using ServiceNow. The product is user friendly.

ServiceNow Incident Management review by Administrator
Administrator
Validated Reviewer
Review Source

"Decent experience "

What do you like best?

Nice interface once you customize your preferred view. Easy to use. The INC work notes are nice.

What do you dislike?

Needing to add redundant work notes after changing priority or state. Interface could be simpler but I guess the ability to customize to the extent that you are able to is also nice.

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

All IT issues. Nice tracking. Nice knowledge base provided by INCs alone.

ServiceNow Incident Management review by User
User
Validated Reviewer
Verified Current User
Review Source

"Incident, Change, Release and Problem Management made eeasy"

What do you like best?

Interface is great, easy to understand and the UX is fantastic

What do you dislike?

search functionality need to be improved

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

Incident, Change, Release and Problem Management

ServiceNow Incident Management review by User
User
Validated Reviewer
Review Source

"Not a fan. Challenging to search and tell what are next steps."

What do you like best?

I like the decreased values in the dropdowns for products and the look of the site.

What do you dislike?

It is not user friendly for searching open and especially searching closed items, unless you have the ID number. There are 2 ID numbers per ticket, and I never understood why that was.

Recommendations to others considering the product

Get a custom plan to support your specific needs. Too generic.

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

Service Ticket management

ServiceNow Incident Management review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"Servicenow incident management "

What do you like best?

Its a really good tool to manage incidents . Customization is easy drag drop

What do you dislike?

Versioning and better tech support should be provided . Documentation is not ample enough

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

We are using servicenow for incident management systems

ServiceNow Incident Management review by User in Banking
User in Banking
Validated Reviewer
Review Source

"SNOW Incidents"

What do you like best?

Ease of incident management and monitoring.

What do you dislike?

Weak integration API with other incident management systems.

Recommendations to others considering the product

Buy this product to track your incidents.

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

Incident management and creation.

It's a business solution to track incidents and changes.

ServiceNow Incident Management review by User in Apparel & Fashion
User in Apparel & Fashion
Validated Reviewer
Review Source

"Best tool for managing incidents"

What do you like best?

One stop shop for all major or minor reporting issue/s. Customization at its best.

What do you dislike?

Nothing so far. It’s been a smooth ride.

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

Day to day issues with applications pertaining to the business.

Kate from G2 Crowd

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