ServiceNow

(471)
3.8 out of 5 stars

ServiceNow provides cloud-based services (SaaS & PaaS) that automate enterprise IT operations.

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Showing 474 ServiceNow reviews
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ServiceNow review by <span>Hiren D.</span>
Hiren D.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
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An OK-ish IT Ticketing tool

What do you like best?

A simple interface for ticket creation and incident management.

Ability to generate reports on incident tickets.

We also use ticket templates which makes our life easy to clone them.

The audit functionality is cool and gives a complete history of events.

Integration capability with our business tool is hugely helpful.

What do you dislike?

The Search ability can be a very tedious task and most of the times a ticket gets re-routed to the default home page. This might not be a problem for some of the use cases where the search fields are more controlled.

Frequently there can be a lag while doing parallel searches.

Attachments to replies within tickets do not get auto attached.

Recommendations to others considering the product

Great tool to track issues/problems from customers or external sources.

Easy to generate complete Service Incidents reports on demand basis.

You should definitely give this tool a for Incident Management purposes.

Easy to use once you learn. However, transition period is long.

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

Tracking change management progress with Customers.

We also use S-Now for online chat & support.

Incident tracking has become easier in our Organisation. We manage vendor/partner issues via S-Now and it is our primary application for change management.

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ServiceNow review by <span>Al F.</span>
Al F.
Validated Reviewer
Verified Current User
Organic
Reviewed On

servicenow

What do you like best?

servicenow provides and easy to use interface. It also works well to streamline changes made in an organization. Tasks are assigned off a request to the relevant parties, which makes it easy to assign and track work being done. It's also good for tracking incidents. Works well for self-service and automation within an organization. It also allows you to make comments on each ticket to pass along information related to the ticket.

What do you dislike?

Sometimes the system becomes bogged down and slows or needs to be restarted to solve issues. It's still developing, but over the past couple of years of using it; it has gotten better. Some changes required getting used to when you were using it a certain way and it changes on you. Also, there is a slight learning curve when it comes to cusomizing (filtering) your view to make the most of the tool.

Recommendations to others considering the product

If your organization is moving towards self-service and automation. This product will assist in moving you in that direction.

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

All requests, changes, and incidents are tracked using the software. It allows the streamling of all IT work within the organization and assignments can be made to anyone within the organization with a simple click. It allows for a lot of automation with little human intervention, which has been great for streamlining the work amongst the various departments of the organization. This has also been beneficial in change requests. Several tasks can get generated from a request and the appropriate personnel can be notified of the work they need to complete to close out the task.

What Service Desk solution do you use?

Thanks for letting us know!
ServiceNow review by <span>Steve M.</span>
Steve M.
Validated Reviewer
Verified Current User
Organic
Reviewed On

ServiceNow review for helpdesk usage

What do you like best?

The thing I like the best about ServiceNow is it's ability to store so many records. It seems to be generally very reliable as well.

What do you dislike?

The reporting capability is very detailed, which is great to an extent but building report queries can be quite difficult because it is so powerful.

Recommendations to others considering the product

We use ServiceNow to also keep track of oncall management. Unfortunately this is another bad implementation in the tool as it is quite difficult to understand without taking training on how to manage it. Also, in my team we rotate oncall schedules each month. There isn't a way in ServiceNow to do that, you must rotate every 4 weeks, which of course leads to having to make manual edits on months that don't have 4 weeks in them.

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

We use ServiceNow for all of our Helpdesk tickets and customer support documentation. Knowledgebase articles are kept in the tool as well.

ServiceNow review by <span>Jose Q.</span>
Jose Q.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Service consumerization taken up a (full) notch

What do you like best?

ServiceNow is extremely flexible. Out of the box, ServiceNow already includes most regular ITIL tasks such as Incident, Problem, Change and Service Management; however, it includes extensive capabilities for expanding the functionality of the entire platform via Studio, an excellent IDE for designing, building and rolling out completely new applications and modules inside the SN platform. And additional to this ServiceNow includes a very comprehensive assortment of plugins for integrating it and adding new capabilities, some quite necessary and normally non present in other similar suites such as HR Management, Facilities Management, Vulnerability Management, etc.

What do you dislike?

The only thing that you may dislike from ServiceNow is its price. SN is aimed to the enterprise market, there's not really (yet) a SMB tier to it. ServiceNow Express was aiming to be an entry point for companies wishing to begin using the pletform without the steep price point, but it was discontinued and a substitute is still in the works.

Recommendations to others considering the product

If you need something automated and organized, regardless of which area in your company is impacted or in need of such a re-engineering, you absolutely need to trial test ServiceNow. You can even get your own free developer instance to experiment and sandbox, fully functional and ready to be used in a test environment, so the test phase is at zero cost for you. And if you need help or get lost, the ServiceNow Wiki page has it all in terms of documentation and guides.

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

ServiceNow enables us to integrate several non-IT processes that are not covered easily with other process management tools. As is in Cloud, also it enables us to easily distribute access abroad, and finally the ServiceNow Mobile app (in Android and iOS) is definitely a plus also rarely seen in other similar solution suites.

ServiceNow review by <span>Natalie M.</span>
Natalie M.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Service Now for IT ticket management

What do you like best?

Its useful to keep the tickets for IT support in one place and notify of updates sent by users to IT department. Good tracking of status's and assigning to the right teams and people. The graphs for assigned users are good and easy to use. User follow up of the tickets and history of email chain is recorded all in one place against the ticket, and its easy to see the whole conversation. Status changes allow users to be notified of the status of the ticket. Ticket IDs allow the users to trace the ticket and follow up with IT when responding about the ticket.

What do you dislike?

The search function is quite clunky to use and it can be difficult to find historical requests if you don't know the subject, or if there are many tickets with similar subjects. The automated ticket creation does not detect duplicates so quite often there are duplicated tickets created if the users send multiple emails with identical subjects. Tables in emails do not display as tables in the service now entry so that if the assigned person is not copied in the original email or its not an attachment it can be difficult to read.

Sometimes attachments are added with weird extensions and are not able to be opened even though they were valid in the initial email from the users. Also, when email chain is updated, sometimes it includes so much other info that its hard to see the actual email from the user.

Recommendations to others considering the product

Ensure you set up the assignment groups and assigned users correctly so the tickets can be accurately assigned.

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

Collaboration of service tickets and allocation to the right support people. User follow up of the tickets and history of email chain is recorded all in one place against the ticket.

ServiceNow review by <span>Douglas F.</span>
Douglas F.
Validated Reviewer
Verified Current User
Referral to G2 Crowd from another user
Reviewed On

ServiceNow

What do you like best?

I like the ability to pull reports on INC, Contacts, Problems, anything our company is tracking and it allows me to easily access each one of those tickets to investigate how to make our firm better.

What do you dislike?

The functionality a lot of times needs to be programmed in. I think the other issue is there are so many different capabilities that you can have with ServiceNow but knowing about them or knowing how to use them can create some friction.

Recommendations to others considering the product

It's a great product that fits our companies needs very well. Make sure to use the ServiceNow Community for help if needed!

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

For us we were able to take a look at every Incident we had and we noticed the majority were really just people calling to ask for help on how to use the services we provide. In ServiceNow when we activated the contacts page and were able to separate out general question from the incidents (things that are actually broken) our data became much more solid. It also reduced our documentation time by 90%.

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