ServiceNow

3.9
(504)

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

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ServiceNow review by User in Information Technology and Services
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ServiceNow review by Mike B.
Mike B.
Validated Reviewer
Verified Current User
Review Source

"ServiceNow is an excellent product for managing IT activities"

What do you like best?

ServiceNow is very flexible, allowing us to manage incidents, changes, requests, problems, and assets from a single tool. We have been able to automate a significant number of notifications and other simple tasks through the workflow editor, freeing our IT staff to focus more on keeping the lights on

What do you dislike?

My only complaint with ServiceNow is that there have been a few things changed in upgrades that negatively impacts my current implementation. During the last upgrade, all of my existing ServiceMap quit working and had to be rebuilt

Recommendations to others considering the product

Have a good undertanding of what you want to accomplish with ServiceNow. While the platform is flexible, making changes after the initial implementation (especially with the CMDB) can require wiping everything clean and starting over.

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

Change, incident, and problem management are our primary focus but we have began expanding into knowledge and asset management as well as becoming more self-service oriented, empowering our end users.

What Service Desk solution do you use?

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

"servicenow anytime "

What do you like best?

service now is the best tool today for ticketing in the market. Our company also uses the tool for ticketing tool and all the system processe are integrated with servicenow. The best part of it has all the required field and workflow for each task where it is automatically assigned to concerned team while manager has the capability to assign and re-route to the concerned person . Also it has awesome notification system for each leverl of task being from new to completed state to review . all the stages gives clear indication and notifications which makes it easy

What do you dislike?

as such there is no dislike for me in service now , but let say if the change window elapsed there is no way it send the reminder or i dont see any setting where it keep on setting the reminder before the window expire whch cause lot of issue at last moment

Recommendations to others considering the product

service now is the best tool today for ticketing in the market. Our company also uses the tool for ticketing tool and all the system processe are integrated with servicenow. The best part of it has all the required field and workflow for each task where it is automatically assigned to concerned team while manager has the capability to assign and re-route to the concerned person . Also it has awesome notification system for each leverl of task being from new to completed state to review . all the stages gives clear indication and notifications which makes it easy

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

all are tickets are logged and each team works on priority basis on the which keeps it easy for each team to work on the task and also the timelines defined

ServiceNow review by Brian D.
Brian D.
Validated Reviewer
Verified Current User
Review Source

"Service now while robust in features is slightly frustrating to use"

What do you like best?

I like how it's web based and can be used on iPhone and iPad

What do you dislike?

the level of customization is someone small

Recommendations to others considering the product

it's ok but not as good as other services I've used for ticket management. While it does have a lot of features, I wish it had more customizable menus that were easier to figure out. Currently the filters and menus are kind of hard to create especially for a first time user. I had to ask colleagues for help with creating favorite menus and they couldn't even remember how to do it so it was frustrating to initially setup. Another thing that I wish was better was the mobile app. The mobile app currently has terrible reviews so it's not only me that thinks it needs a lot of work. Creating the menus on mobile is even hard and I wish the views could be more customizable. Right now the only way to view TASKs is to see the list of TASK numbers and not the actual short description which I would have liked to say the least. Creating new tickets in the mobile app seems to work well too. In the long run there are some pros and cons to the system but in my experience just a few more cons but I have to get used to it as this is the software my company uses. That is all for now.

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

Ticket management

ServiceNow review by Hiren D.
Hiren D.
Validated Reviewer
Verified Current User
Review Source

"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.

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

"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.

ServiceNow review by Steve M.
Steve M.
Validated Reviewer
Verified Current User
Review Source

"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 Ashley G.
Ashley G.
Validated Reviewer
Verified Current User
Review Source

"ServiceNow is the modern day customer communication tool"

What do you like best?

I like the ease of set up and access for all users within the system, including our employees and customers. I like that we can personalize our ServiceNow site, which we have branded iServe for our customers.

What do you dislike?

The only issue we have had thus far is that it doesn't integrate with Hubspot, without going through a third party.

Recommendations to others considering the product

Figure out what your purpose for the software is, and what integrations you may want in it prior to deploying. Come up with a solid project plan on the entire set up process. Our entire on-boarding process is going on 1 year, and we are just about ready to fully launch and roll out.

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

ServiceNow is our new Customer Communication tool within Amtech Software and Futura Services. We like the ease of being able to receive tickets, or issues, and also keep all customer information in one place.

ServiceNow review by Jose Q.
Jose Q.
Validated Reviewer
Verified Current User
Review Source

"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 Natalie M.
Natalie M.
Validated Reviewer
Verified Current User
Review Source

"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 Christian M.
Christian M.
Validated Reviewer
Verified Current User
Review Source

"No Different than any other Ticketing Software"

What do you like best?

Service Now is a relatively easy to use interfaces and ticket submission system. Much of what you'd be looking for is easy to find and easy to index. Tracking ticket progress is relatively simple too.

What do you dislike?

The site as a whole seems to have trouble loading if you attempt to access it through a link besides the one that takes you to the home page. Additionally, editing tickets after opening is a fairly painfull process, and often, the changes don't reflect in the main ticket.

Recommendations to others considering the product

Evaluate other options. Service Now is okay, but definitely not the end all, be all of IT Ticketing software.

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

Service Now makes submitting tickets simple, a process which it doesn't seem to do better than anyone else.

ServiceNow review by Athena Ordona V.
Athena Ordona V.
Validated Reviewer
Review Source

"ServiceNow: Delivers Service Instantly"

What do you like best?

ServiceNow makes it really hassle-free to submit a service request or an incident for a tool at work. The interface is very user-friendly and it has description of the info it needs to be able to fulfil a service request or report an incident. It is also very instantaneous- the moment you hit send, it emails you a copy of the service request or incident report to your email within seconds which also means that it queues up your request right away.

What do you dislike?

The report that gets generated is very basic in the sense that it's not appealing to the eyes, and the placement of items makes it hard to read the summary/report. Most especially for the comments section of the intake requests, the space for the comments is very little making it hard to read all the comments.

Recommendations to others considering the product

To others using ServiceNow, make sure that you input the correct information because putting in wrong info could delay the request. Other than that, the tool is pretty self-explanatory and user-friendly so even someone who's never really used a tool like that could easily get accustomed to it.

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

With service now, it makes case management very efficient and organized. For users reporting incidents, the tool allows one to not only see the actual incident report, but also see its actual progress as it goes through the different stages of incident resolution. For teams submitting access requests through the app, it also makes submission quick and standardized. It also generates emails that would give a summary of the issue, making it easier for both the user and the management to keep track of all the issues/incidents reported as well as access requests made for recordkeeping.

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

"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%.

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

"Great!! A complete solution for ITSM"

What do you like best?

ServiceNow has improved a lot since 2011, shown a great maturity/refinement of ITSM process. The Vanilla instance of serviceNow is a complete package for any I&O organization, to cater their ITSM process.

Apart from ITSM, ServiceNow has also expanded themselves in different domain such as ITBM/ITOM/ITAM.

Withe the introduction of Angular in ServicePortal, the end User Experience has increased tremendously.

What do you dislike?

For Small organization looking only for Basic ITSM, Enterprise instance is too costly. And if they go with express then the freedom to Customize OOB process is very limited.

Secondly, they have started having certification process after 1 year, which is not good. suppose a person has cleared Admin, he will always remain good in admin. Since only new features/UI Changes are added with release/versions, but in actual Base remains same

Recommendations to others considering the product

Great Tool to solve an organization ITSM/ITBM/ITOM problems

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

We have created a Product using(PAAS) over ServiceNow base using best ITIL approach/Practice.. It is helping us to create a more mature ITSM based product of ours, and that can be deployed at any customer instance and customization can be done above that.

Integrations are done way simpler with n number of Tools

ServiceNow review by Donald A.
Donald A.
Validated Reviewer
Review Source

"Manager, Cloud Service Management Automation"

What do you like best?

ServiceNow is a Service Automation Platform, not just a ticketing system, and the best tool a technical service provider could wish for. Workflow Engine is best-in-class. Out of the box REST API coverage is second to none. Ease of custom REST API creation is excellent. Self-service portal is easy to add new service catalog items to, and each catalog item has an API endpoint and can be used via API calls or chatbot as easily as a human.

What do you dislike?

Nickel and dime you for every new module. Huge need for improvement in the data analytics space (very difficult to join tables for reporting natively in the platform).

Recommendations to others considering the product

If you are managing technical services then you should really consider investing in this platform. If you are a retailer, non-technical products, or providing non-technical services you may be able to use a product like zendesk or extend your CRM tool or other system of record.

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

Cross functional workflows with task records which are easily converted to API calls to iteratively eliminate manual human tasks.

ServiceNow review by Matthew D.
Matthew D.
Validated Reviewer
Verified Current User
Review Source

"A highly capable ticketing system"

What do you like best?

I really enjoy the rest apis. I've used these to export data into python and create customized reports.

I also enjoy ticket templating, it makes it very easy to create new tickets quickly.

The mobile app is great for reviewing open tickets on the go.

What do you dislike?

Reporting in the tool is pretty good, but difficult to figure out how to connect across tables. The schema is difficult to understand, and it's hard to leverage data without having too much behind the scenes actions.

Project management is a little clumsy, but it gets the job done. I think we as a culture have difficulty with Agile development, so this could be more about our culture than about the way ServiceNow implements projects.

Recommendations to others considering the product

If you have specific reporting requirements, I highly recommend the APIs. The reporting within the tool is robust, but won't always give you the data exactly as you'd like.

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

Service ticketing is the primary use case for my team. We manage all technological requests, including hardware, software and training in ServiceNow. We also manage projects, and assign cost allocation to figure out where employee time goes. Additionally, we've used it as a solution repository by leveraging the Knowledge Base.

Having the data, even if having to export it via API, is useful to analyze ticket trends. I've implemented a few changes based on clusters of tickets.

ServiceNow review by Giancarlo M.
Giancarlo M.
Validated Reviewer
Verified Current User
Review Source

"Makes the work collaborative"

What do you like best?

I really like the way you can set your favorite actions, move the tickets to your peers and other support groups, the customization in your home screen, the knowledge management and search engine are really on top technologies that helps me to deliver faster to end customer.

What do you dislike?

Sometimes you can see lag in the updates for your tickets, I would really like to make my own template with colors schemes and if you make a change to a case it will assign you the case when that should not always be the best way to go.

Recommendations to others considering the product

I would recommend to take a few videos about the this service features, it has so many options you might get lost.

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

Ticket creation, follow up, work notes and communication with clients.

ServiceNow review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"ServiceNow for Incident management "

What do you like best?

ServiceNOw is robust and solid, supports a high amount of transactions.Good tracking of ticket 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.

What do you dislike?

I can't update multiple tickets at the same time. It doesn't allow to select more than one incident and replicate the same update for the other incidents.Also Search functionality is not so good.

Recommendations to others considering the product

Keep it simple. Start with the ticketing system and once you get that, then add additional functionality.Consider the active service monitoring options you will require and if you need professional services as it is far bettter to have the same group provide both - to avoid the tennis game of responsibility.It is important to define the operational process and roles for various intended users before you give them access to SN. Ensure clear cut roles for support users.

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

SercieNow helps us to maintain and track all tickets from incidents to change requests.It helps us maintain and track all tickets from incidents to change requests.Better and efficient Project management. Reduces the number of hours someone has to make those reports to identify hat is going on, where is the problem and the root cause too sometimes.Incident tickets can be categorized and tracked as well as reporting features are amazing to be able to keep track of metrics.One central location for all ticketing and problem/change management information

ServiceNow review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"ServiceNow for Ticket Management of an IT service Provider "

What do you like best?

ServiceNow is Very flexible, the thing I like the best about ServiceNow is it's ability to store so many records. The audit functionality is incredibly powerful if well managed, allows service desk users to gain insight into a support queries and it's history from start to finish.It is the flow. That we can move the incidents from one group to another group in order to resolve the issue for the customers.I like the ease of set up and access for all users within the system, including our employees and customers. I like that we can personalize our ServiceNow site, which we have branded I Serve for our customers.

What do you dislike?

One thing I didn't liked in ServiceNow is search functionality. I have a really hard time finding archived tickets. One Cannot update multiple tickets at the same time. It doesn't allow to select more than one incident and replicate the same update for the other incidents and users not defined well for the ticket priority.

Recommendations to others considering the product

I have been using this product for over 3 years now and have never been disappointed with this product.Be sure to review all aspects of the system and know what customization can be completed and the complexity of completing them. Figure out what your purpose for the software is, and what integrations you may want in it prior to deploying.

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

Incident management, change management and problem management.It gives you analytical view of the incidents previously logged and helps in avoiding the related issue in future, by using the RCA and trends of previous issue.Service ticketing is the primary use case for my team. We manage all technological requests, including hardware, software and training in ServiceNow.

ServiceNow review by shwetketu p.
shwetketu p.
Validated Reviewer
Review Source

"CRM having extra ordinary features"

What do you like best?

- Multiple customers can be easily integrated into one CRM tool

- Interlink between Case, Problem, Incidents can be easily trackable

- we can have a dashboard of our tickets which is most powerful part of the tool. we can easily identify the issue and we can have all stuff at one place.

- Easy to track the progress on the ticket.

- simple and easy to adapt UI

What do you dislike?

Some modules are running very slow

- Poor advance search functionality

- fewer options for customization

Recommendations to others considering the product

Value for money investment and the customer will be well informed using automated email.

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

we are using service now for ticket maintaining and documenting and tracking purpose. we can have a track on each and every work details with the stored attachment and it can be very useful for future. if the same issue araises we can use the methodology we used in past with best match scenario.

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

"Sophisicated yet Easy to Use"

What do you like best?

The user interface is clean and easy to use

What do you dislike?

There are a lot of tabs that hardly anyone uses but still appears on the dashboard

Recommendations to others considering the product

ServiceNow lacks the ability to create a schedule of tasks, per se. For instance, if there are three tickets assigned to you,. it is up to you to keep up with the details of these tickets. From my knowledge, there is no integration feature where SerViceNow plans out a daily schedule/weekly schedule for you to help you organize and see the tasks you need to complete (including when, and where). This must be done separately through another application. But other than this, it is a great ticketing tool.

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

Service and incident related requests. Procurement and internal university communication (including within and between various connected departments) is also done through ServiceNow. Benefits are documented records of everything ever submitted within ServiceNow with the ability to run queries and quickly obtain answers to questions related to previous ticket submissions.

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

"ServiceNOW we call SNOW here, and it's a great incident management program!"

What do you like best?

I like it much better than our previous incident management software. I love the ability to run reports with and have it create graphs/charts to present to my manager about call tickets.

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. The mobile view doesn't let me see the full stream of comments in the ticket.

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 thoug

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 review by Consultant in Management Consulting
Consultant in Management Consulting
Validated Reviewer
Verified Current User
Review Source

"The best product for IT service management"

What do you like best?

Service now is a cloud based application that is powerful and flexible. It offers several out of the box functionalities that are based on the ITIL best practices for IT service management. In addition, it also allows for custom application development using their custom workbench.

Among all the other service management tools that I have worked on, sericenow is one of the easiest to navigate because it has powerful search functionality as well for both users and administrators as well. The search is indexed and pulls up quickly if you are looking for a specific task or a catalog item.

ServiceNow offers a subscription based licence that can be very cost efficient for organizations. They only pay for the ITIL users and the features that they want. They do not need to activate the add-ons that they do not plan to use and need not pay for it.

What do you dislike?

The biggest benefit in adopting Servicenow is that it is cloud based and requires no infrastructure setup for the client. They only have to have a subscription. But some of the organizations are reluctant to move to a cloud based environment. So they consider other on-premise ITSM applications.

Recommendations to others considering the product

They are the market leaders in for ITSM tools.

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

Service now has powerful tools and dashboards for managing the IT Service mangement processes like Incident management, problem management, change management, Knowledge base etc. In addition, it can also be used as tool for Project management and development using Agile/ hybrid frameworks.

ServiceNow review by Jeremy M.
Jeremy M.
Validated Reviewer
Review Source

"Great all-in-one ticketing system"

What do you like best?

I like the fact that it separates incidents from requests. Our previous ticketing system did not have any separation, which messed up our SLA's. The reporting is substantially better than our previous

What do you dislike?

At the same time, while I like the verbosity, I don't like the amount of configuration that is required. It won't be an issue after we have fine tuned our system, but right now it's a growing pain.

Recommendations to others considering the product

ServiceNow is one of the best incident management systems I've used so far. I've used free and paid solutions and ServiceNow has been great for the price. We no longer have manual processes and paperwork for our end users to fill out. It has saved us so much hassle.

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

We use it for IT support requests and incidents. We use it to manage approval for purchasing. The main benefit realized was the reporting. It is way ahead of what we got from our previous ticketing system. Since tasks can be divided up between techs, it makes the request process much easier with less clutter.

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

"User Friendly and Powerful tool to manage project changes and incidents!"

What do you like best?

User Friendly and Powerful tool to manage project changes and incidents.

Generate Incident Reports, create customized filters.

What do you dislike?

Cannot update multiple tickets at the same time. It doesn't allow to select more than one incident and replicate the same update for the other incidents.

Recommendations to others considering the product

Earlier I used other tools, however Service Now makes Software defect maintenance, Quality Management so easy. It provides real time communication via mail,text when issue occurs. We can customize notification based on Severity. It also allows customized reports and create filters to pull data for business decks, dashboards. Earlier I used other tools, however Service Now makes Software defect maintenance, Quality Management so easy. It provides real time communication via mail,text when issue occurs. We can customize notification based on Severity. It also allows customized reports and create filters to pull data for business decks, dashboards. Earlier I used other tools, however Service Now makes Software defect maintenance, Quality Management so easy. It provides real time communication via mail,text when issue occurs. We can customize notification based on Severity. It also allows customized reports and create filters to pull data for business decks, dashboards. Earlier I used other tools, however Service Now makes Software defect maintenance, Quality Management so easy. It provides real time communication via mail,text when issue occurs. We can customize notification based on Severity. It also allows customized reports and create filters to pull data for business decks, dashboards. Earlier I used other tools, however Service Now makes Software defect maintenance, Quality Management so easy. It provides real time communication via mail,text when issue occurs. We can customize notification based on Severity. It also allows customized reports and create filters to pull data for business decks, dashboards. Earlier I used other tools, however Service Now makes Software defect maintenance, Quality Management so easy. It provides real time communication via mail,text when issue occurs. We can customize notification based on Severity. It also allows customized reports and create filters to pull data for business decks, dashboards.

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

Creating quality metrics for the application, maintaining dashboards for defects, incidents and release management.

It gives you analytical view of the incidents previously logged and helps in avoiding the related issue in future, by using the RCA and trends of previous issue.

ServiceNow review by Jeff P.
Jeff P.
Validated Reviewer
Verified Current User
Review Source

"Stable product but not very user friendly"

What do you like best?

Global platform to track issues, projects, and time sheets where automation helps with tracking all of these elements.

What do you dislike?

There are aspects that aren't user friendly / intuitive. One case I think of off hand is time entry. Any search resets it the current week even if you are in the previous week(s) working on the records. It would seem to be simple code / logic to fix this to make it more friendly for time entry.

Recommendations to others considering the product

Be sure to review all aspects of the system and know what customizations can be completed and the complexity of completing them. You should also consider / obtain demos on how to enter / use all aspects of the system to ensure it's intuitive to you. In my experience, it doesn't seem that friendly to information entry (duplicate areas to enter / approve before information shows on the screen.)

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

Solving: Tracking of time as associated with projects and thus project funding for accounting purposes. Also tracking of issues throughout the state for technical staff.

Realized: Centralized location to acquire needed information about projects.

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

"ServiceNow - Amazing product"

What do you like best?

I have been using this product for over 8 years now and have never been disappointed with this product.

It can store so many records, includes frequently used ITIL tasks, has a comprehensive assortment of plugins integrating it and adding new capabilities.I love the hidden capabilities and functionality that this tool has. I use it to track incidents all the way to managing our sprint cycles and work loads within IT.

What do you dislike?

There are limitations in the ServiceNow reporting functionalities. It is not easy to create reports and dashboard in ServiceNow. Configuration and security are sometimes very difficult and need great effort.Information is not quickly accessible and some specific search strings are required to source reports and data and construct meaningful dashboard widgets.

Recommendations to others considering the product

I have been using this product for over 8 years now and have never been disappointed with this product.

Its is a little pricey product but does the job quite well.

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

Ticket creation, allocating tickets to the right support people, follow up, record information. The mobile app helps you find real time status while on the move.

ServiceNow review by Joel M.
Joel M.
Validated Reviewer
Verified Current User
Review Source

"Great ITSM Platform based on ITIL principles"

What do you like best?

Very easy to customization and integrate with other systems. I have used 5 other Service Desk ITSM tools for ticket management; this one is the first that lets you "right click" to add a field to the form/database. Form customization couldn't be easier. I have also been involved with integrating ServiceNow with at least 25 different tools and I can say definitively that ServiceNow has made integrating a very straight forward process.

What do you dislike?

My only criticism of the platform is its reporting capabilities. While they do offer "Performance Analytics" to try and predict Trends via Leading Indicators this is a complex system and requires separate licensing. Ideally the Out of the Box Reporting would be enhanced to allow more customization via JavaScript (just like the rest of the platform can be modified).

Recommendations to others considering the product

By default the sales pitch included 2 Instances. Recommend getting 3; so that you can have 1 to Develop code, another for Testing code, and a 3rd for Production. Otherwise you are stuck trying to Develop and Test in the same instance which is not good.

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

Keeps our users out of "email only" mode and instead invites them to use the platform so that work can be identified, categorized, planned, and reported. By doing this; we are better able to quantify spending on IT resources since now the "hidden work" is no longer being tracked in a non-reportable fashion.

ServiceNow review by Daniel S.
Daniel S.
Validated Reviewer
Verified Current User
Review Source

"ServiceNow review"

What do you like best?

The fact that it runs on the web, and supports Windows, Mac or Linux by doing so. The design allows for different roles and users access which is also a good thing. I am primarily an end-user for this system, so I cannot give any opinion on how well the administration side of the software is.

What do you dislike?

Difficulty finding what I need - requests, incidents, approval for requests.

It would be a great improvement if this software allowed customizable views based on user.

Also a mobile app to easily approve change requests would be most welcomed, and mobile email alerts on incidents filed to myself or my team, or incidents filed by myself or my team. Integration with 3rd-party business intelligence software is also desired.

Recommendations to others considering the product

Evaluate other similar systems to compare features and license pricing, and after-sales support.

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

We use the ServiceNow to file incidents and requests, and track change requests for our ERP system.

The umbrella organization uses ServiceNow to manage incidents and requests, of which one of the centers it supports is our organization.

We are trying to solve the Support Service Management aspect of problem and incident management as a primary expectation of the usefulness of this application.

ServiceNow review by Ryan S.
Ryan S.
Validated Reviewer
Verified Current User
Review Source

"Service Now One of the Best Ticketing Systems"

What do you like best?

I have used 3 different type of Ticketing systems and the Interface used in Service Now is one of the best that I have seen. Other systems take months to read up on instructions, how to use reporting, and how to find what your looking for. Service Now is one of the best that i have seen. It only took about a week working with it to find out how to add tickets and request, pull up time cards and reports, and best of all add in the time worked. It really is easy to work with and use.

What do you dislike?

There are only a few things I dislike about it, one is that its hard to use templates. They have too many fields to select from and are hard to enter from scratch. Its also difficult at time manually entering Categories and Items.

Recommendations to others considering the product

Its better than most in house systems and is easy to use.

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

Different tickets from users can be accessed from any PC in any place. I can also pull up the App to find out what ticket was entered. Its really useful when I'm in different offices. Creating an incident can be time consuming if you are looking for a certain category. This could be because of the ADMIN's of the application I can't be sure of that.

ServiceNow review by Jonghun L.
Jonghun L.
Validated Reviewer
Verified Current User
Review Source

"ServiceNow review"

What do you like best?

It is very user friendly and easy for follow up for the user who doesn't even has IT experience.

Easy to create incident and update as well. It has been build for the ITIL bases. Specially, we can add the users to watch the tickets so we can have more eyes on the critical issue. And it sends the email to the users so it can continue interact with emails between.

What do you dislike?

I couldn't find that much disadvantage from ServiceNow.

But one thing I don't like that the users not defined well for the ticket priority. I wish ServiceNow handles or guide well the user when they open a ticket by themselves.

I found it is it not easy to find my old closed tickets.

Recommendations to others considering the product

The tool is good and mean to be for ITIL. I believe it is good tool and how to use well it depends on the users who administrating and developing for the own company.

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

I am mainly working with Database issue. And it is good to track and monitor the ticket. As I said, it is easy to follow up.

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

"servicenow product review"

What do you like best?

Awesome reporting tool, easy to learn.It helps to keep track of tickets, and makes it easy to integrate with scripts and tools like slack channels, It has a good feel to it and segregates incidents per person in a group to keep track of individual work. Additionally, it allows management see the bigger picture of group efforts.

What do you dislike?

sometimes is difficult to find options. like where to find approval, or how to sort tickets based on teams, Requests should have the ability to be broken out into sub task for different people, when something is assigned to another user. Also, the tasks should collect hours worked on project to show management an accurate level of effort.

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

Solving Microsoft product/intranet web design issues. daily/database queries, We track requests using Service Desk for our users. IT Requests, hardware requests, tracking info.

ServiceNow review by César M.
César M.
Validated Reviewer
Verified Current User
Review Source

"Great for Knowledge base platform and hanlding ticket work"

What do you like best?

There are ways to create a environment to work with your tickets and your knowledge base. The self service is a really good addition to it.the fact you get statistics for what you have been doing is also really good

What do you dislike?

Even if I like the color ans and that you can change the display layout, I would like options to change fonts or additional color schemes, the response time when loading incidents can be improved

Recommendations to others considering the product

Go ahead, use it, give a try, it should be the solution you were looking for IT service management, even cloud services can be included with this

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

Easy to change back and forth between services, knowledge, incidents, service catalog, etc

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

"Streamlined, comprehensive service tool"

What do you like best?

I really like search and category features. My organization has application records for each support group and it is easy to navigate between requests and incidents and track project progress.

What do you dislike?

Sometimes information is not quickly accessible and some specific search strings are required to source reports and data and construct meaningful dashboard widgets.

Recommendations to others considering the product

The more data and resources your organization is willing to put into ServiceNow, the more robust of a tool it will be. Having complete records allows forms to be filled with greater ease and increases the viability and accuracy of any reports run out of the application.

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

By using ServiceNow our organization is able to quickly respond to and prioritize end-user incidents, problems, and requests. The work notes, task notes and customer-facing comments allow the analysts to collaborate and communicate with the end user in a single place that can be tracked and reviewed.

ServiceNow review by Stephanie K.
Stephanie K.
Validated Reviewer
Review Source

"ServiceNow was a vast improvement over our previous PeopleSoft system."

What do you like best?

ServiceNow was faster, more intuitive, user-friendly, and visually appealing than the PeopleSoft system I had been using before. It was also easier for us to move ticket requests between departments within HR and Payroll for the various regions. The case creation and saving process was far faster than the clunky system we had before.

What do you dislike?

This is most likely due to the fact that we had two separate systems for IT and HR tickets, but we received too many IT tickets in the HR department and vice versa. When the tickets were transferred to the appropriate department, important information was lost as the ticket showed up in the IT or HR employee's name, not the original submitter's name. I'm not sure if that issue has since been worked out.

Recommendations to others considering the product

Allow time for various issues to be worked out. Anytime something new is implemented, you will notice changes that need to be made in order to streamline the experience (for instance, the ability to move requests from IT to HR and vice versa).

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

ServiceNow provides an efficient, harmonized system for the company's global HR needs. Any employee (once the capability has been enabled for that region) can submit a request and it will go to the queue for the corresponding region. An HR representative can work on the request or send it to another category for the appropriate department or region, if needed. It has been a much faster way than previously, where only the US and Canada used the HR ticket system and had to send emails to the regional HR contact for any other country and hope that the employee was getting the help he or she needed.

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

"Adequate, but look at other options first"

What do you like best?

I'm an end-user of ServiceNow and there's nothing I like about the product, especially compared to our former ticketing system (Footprints). I'm good friends with a colleague who installed this instance and assures me that ServiceNow is better than Footprints to configure and deploy, but he does not like the product either.

What do you dislike?

Their emphasis on distinguishing between Requests and Incidents is helpful from the customer's perspective, but there's no easy way to transition one to the other if the end user fills out the incorrect form. The two are fundamentally different in ServiceNow with its own fields and statuses and workflows and panels. If I want to create a custom filter to view my group's active work, there's no way to look for both, since each field is distinct but not necessarily present in a record, so I have to create two different filters for Unresolved Incidents and Unresolved Requests. ServiceNow boasts that it is customizable, but the quality of their support logarithmically decays as you customize your instance.

Recommendations to others considering the product

Evaluate your other options. Before deployment, they were advertising that the distinction between requests/incidents is useful for both end users and support staff, but these types don't work well together internally. They advertised that ServiceNow is "able to do anything", but I've found that the further you customize the instance, the less valuable their support becomes. If a trial period is available for this and any other solution, test it before deployment.

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

Our business requires a ticketing system for end user support. It is unfortunate that ServiceNow was chosen as the solution.

ServiceNow review by Héctor Hernán B.
Héctor Hernán B.
Validated Reviewer
Verified Current User
Review Source

"One of the best tech support / Help Desk suite"

What do you like best?

The software is very robust and solid, supports a high amount of transactions and is very customizable.

Also is easy to use and the latest version makes it easier to generate different kind of reports

What do you dislike?

Sometimes the software has minor hiccups, like taking long time to process a query or saving a ticket.

Recommendations to others considering the product

Use it if you are looking for a tech support / Help Desk suite that its front end is web based, works great with Google Chrome

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

We use it as Help Desk department, and is very good at registering tickets and following them

ServiceNow review by Andrei S.
Andrei S.
Validated Reviewer
Verified Current User
Review Source

"Great tool to support the implementation of ITIL framework for a software vendor"

What do you like best?

The audit functionality is incredibly powerful if well managed, allows service desk users to gain insight into a support queries and it's history from start to finish.

Reporting is also very powerful, can be used by management to monitor support responsiveness, and ticket turnaround times to reveal support efficiency and performance trends.

The ability to categories different ticket types, like incident, service request, problem, enhancement - allows for a robust service desk interface.

What do you dislike?

Searching can be a very tedious task, even if you know exactly what you are looking for it can be a challenge to narrow down the list of results by relevance, this is probably due to the magnitude of fields that are being used by our organisation - so I imagine it might not be a problem for some of the use cases where the fields used are more controlled.

Notifications can be quite a pain if not managed properly - getting notification from all the groups you are part of clogs up your inbox very quickly, and as far as I can tell you can't stop getting notification per group - only all or nothing.

Recommendations to others considering the product

Very powerful tool to support Service Desk /Support Team processes - but requires skilled administrators to make sure it is configured properly so that the screens are not clogged up and overcrowded with information.

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

I am using it as:

(a) reference point for system functionality and best practices

(b) to keep track of query/change request progress and to communicate with customers without exposing your company email

(c) reporting

ServiceNow review by Mary W.
Mary W.
Validated Reviewer
Verified Current User
Review Source

"Service Now"

What do you like best?

Service Now has everything you need to be successful with your support teams. The customization fits with IT services, customer service, etc. and the overall business needs to track tickets. The UI is user friendly, the reporting is amazing, and the customization is a favorite.

What do you dislike?

Sometimes there can be a lag but it's often not noticeable and the lag is based on the network I'm on not the product itself.

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

We are using the system to keep track of incidents and how often they occur. We're able to categorize these incidents correctly and easily.

ServiceNow review by Sally Y.
Sally Y.
Validated Reviewer
Verified Current User
Review Source

"Review ServiceNow that we have been using for the service desk."

What do you like best?

It is the flow. That we can move the incidents from one group to another group in order to resolve the issue for the customers. We can customize the service catalog to include the service we provide.

What do you dislike?

If one unit needs to make the change about the application, it has to be agreed with other units. It takes long to make the change that is necessary and critical in a timely manner.

Recommendations to others considering the product

Make sure you have someone who tracks the progress of installation and setting up the service/classifications.

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

We use ServiceNow for calls, online chat, and walk in support.

ServiceNow review by Adam G.
Adam G.
Validated Reviewer
Verified Current User
Review Source

"ServiceNow Review"

What do you like best?

I like the filters and custom views that I can create in ServiceNow. It took a little time, but I have every view I need to see to prioritize the tickets I am working on and to monitor the tickets being worked on for me.

What do you dislike?

The search feature in this product is terrible. I have a really hard time finding archived tickets.

The visual layout of the app doesn't suit my eyes and has too many unnecessary features. This might be more of an issue on how we have the application configured rather than the product itself.

Recommendations to others considering the product

This software is too complicated even for a more advanced user like me. Look for a different product that is a little more simplified.

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

Incident and request ticketing system.

We are about to roll out a self-service portal and include equipment procurement module.

ServiceNow review by Tamanna M.
Tamanna M.
Validated Reviewer
Review Source

"ServiceNow Multi functionality Help Desk "

What do you like best?

Mostly it is having lot of build in feature like Incident Management,problem management,service catalog etc.It is based on software as service based platform so it is very secure also from security prospective.Very rich API which is very easy to use.Lot of customizing feature mostly here you can customize all the things as per you requirement.It is now open source and pricing in comparison to other tool is also convenient .Auto ticket raising,ticket tracking is very easy to manage and easy to automate.It's openness make its very easy you can add any ad-dons easily for your requirement.As it integrated with cloud you can access it from anywhere easily.chat and file sharing option between the user is also there.It provides good customer support also.

What do you dislike?

As it is providing lot of functionality it is very complex to use and set up all the thing at first.as lot of ad dons feature are there but it is not use to use the can work on it to make clear for the user.

Recommendations to others considering the product

i will strongly recommend serviceNow because it is a cloud based it service management solution which have lot of option and functionality which makes the managing thinks very easy with better perfection.It is efficient in cost also in comparison to other tool.

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

we are using serviceNow mostly for Help desk and service management process.we are using it also for auto ticket raising and ticket status tracking and giving notification regarding the raised ticket status.

ServiceNow review by Rebekah  B.
Rebekah B.
Validated Reviewer
Review Source

"Service now is awesome"

What do you like best?

I like that it is not only good for keeping work organized and a communication center but also is an accountability system. . Service now integrates a area for company wide communication as well as giving others the chance to comment back and forth on a certain topic. There is a knowledge base that helps when there is a new hire, all knowledge is just a click away. This helps save time and money but also helps when something is forgotten.

What do you dislike?

I would not say there is anything to dislike. Others can easily spot mistakes and see who made them, which will only help the process move in the right direction.

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

Commonly, there will be human error here and there. Service now helps to eliminate who made the error and when.

ServiceNow review by Charles B.
Charles B.
Validated Reviewer
Verified Current User
Review Source

"Great Tickeing Tool"

What do you like best?

I personally use it for my IT position. I like it because it is detailed for ticket creation and change requests.

Reporting is also powerful tool, it can be used by management to monitor support responsiveness and ticket turnaround time to show support performance trends.

What do you dislike?

It needs to be more user friendly. The layout can be confusing at first. Notifications can be quite a pain if not managed properly.

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

Our company currently use service now as our IT help desk ticketing system and as our change management process. We also use it to propose changes, approval, and to assign designated task to correct user.

ServiceNow review by User in Airlines/Aviation
User in Airlines/Aviation
Validated Reviewer
Verified Current User
Review Source

"ServiceNow "

What do you like best?

Ability to manage all facets of the project within one tool versus utilizing multiple systems such as MS project, excel, word, outlook. Can track schedule in the planning console vs MS Project. Can send task email reminders via SNOW vs Outlook. Can track project hours vs excel. Yet can still import existing project plans from MS Project.

What do you dislike?

Out of the box features tend to be bug ridden or at the very least require customization prior to implementation.

Recommendations to others considering the product

There is plenty of documentation available on how to leverage the system functionality within SNOW. As well as youtube video tutorials to take advantage of.

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

At my organization we use ServiceNow for project tracking and task management. We have realized greater visibility of projects along with status and efficiency. We are also benefiting from standardization of the process.

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

"ServiceNow Review"

What do you like best?

ServiceNow has a lot of different capabilities and functionalities for many groups. We use ServiceNow as an internal catalog for our employees to order internal services/products (i.e. laptops, monitors, etc.). Our IT team also uses ServiceNow for IT help desk tickets, logging demand, and creating service requests. Because of the capacity of ServiceNow, we are able to get a lot done in one platform.

What do you dislike?

There are limitations in the ServiceNow reporting functionalities. It is not easy to create reports and dashboard in ServiceNow when there are a large set of data. ServiceNow dashboard projects is a large initiative in our company simply because it is so difficult for us to create reports/dashboard.

The second limitation we've found in ServiceNow is the survey functionality. It is VERY difficult to create a survey and then use the answers in a report.

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

1. Internal ordering catalog - we use this for employees to place orders on laptops, office materials, and internal services

2. IT - IT Help Desk, ticket logging; demand logging/tracking

For a large company, ServiceNow helps tracks tickets being logged and demand as well as incidents.

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

"Currently a requirement for Incidents, Requests, Changes, Service Catelogues and Knowledge Bank"

What do you like best?

I find the search feature easy to use to locate incidents and access history. The self portal is also handy to track outstanding requests I have made. The statewide service requests come in 24 hours 7 days a week and are received by consultants with no knowledge of the application, but ITSM ServiceNow provides us to share Knowledge Bank and troubleshooting documentation as well as contact information.

What do you dislike?

There are too many undocumented features and the Help support is not helpful. The main reason I do not like this is not the product itself but it is because the administrators of the project also are not able to understand how to efficiently use it. In order to find out how to use it, we are required to create a request that usually gets lost because they do not know how to use the tool to get all the requests categorized.

Recommendations to others considering the product

Work with company to make sure that it will be more efficient in meeting your needs than what you are currently using.

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

New York State has numerous large and small agencies whose data processing needs are supported by one Information Support agency. It was an executive decision to bring all of the Change/Incident reporting and documentation needs into ServiceNow statewide.

ServiceNow review by Gokul K.
Gokul K.
Validated Reviewer
Review Source

"It Helps us with Incident management, Change management, Asset Management and Problem management. "

What do you like best?

This is one of Cloud-hosted web application with a variety of departmental tools to use across the enterprise. ServiceNow specializes in service management, IT operations management, business management, and application development modules. ServiceNow includes asset management as part of its IT operations management module, delivering a system of our entire IT infrastructure with one source of incidents as well as service management.

What do you dislike?

Versioning and more documentations required. Requires technical support and license is costly per user which will shooting up the operating costs.

Recommendations to others considering the product

Good Product with simple math. Good reporting also when required with cloud based.

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

Incident management, change management and problem management. As well we are using it for asset management also. Change Tickets are created as part of SNOW and Incident management is used for TOC/NOC calls in our company.

ServiceNow review by Administrator in Oil & Energy
Administrator in Oil & Energy
Validated Reviewer
Verified Current User
Review Source

"Features enough to handle almost anything, but can be overwhelming and complicated"

What do you like best?

Everything is in one place, and it is easy to create dashboards that show you at a glance what you, or your team, needs to be doing.

What do you dislike?

When you are assigned a task, you pretty much have to navigate backwards up to the parent Incident or request to find the necessary details you will need to fulfill the request. It seems laborious and non-value added. It would be better if all the information you needed was in the task screen.

Recommendations to others considering the product

Put a lot of effort into the up-front configuration. Consider carefully everything from the names you choose for y our assignment groups (if you use them - assignment groups are the different groups of technicians, like Infrastructure, applications, etc.) to the categories you choose to offer the end users to categorize their requests.

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

ITSM service desk, change management, approvals, incidents and requests.

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

"ServiceNow is built for IT, but communications can use it too"

What do you like best?

I like the visual taskboard feature - it gives you a clean display of all your projects and what status they are currently in. A must-have for working on simultaneous projects at one time.

What do you dislike?

It was clearly built for IT with a very complex ticketing system. It is very difficult to navigate unless you spend a lot of time becoming familiar with the program.

Recommendations to others considering the product

If you aren't in IT, be prepared to mess around in ServiceNow until you find the right fit for your group. It can work for you, but you have to work for it as well.

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

Task management for one thing. One major benefit is being able to run reports seeing what projects my group is spending the most time on, when are we most productive, etc.

ServiceNow review by Todd P.
Todd P.
Validated Reviewer
Verified Current User
Review Source

"Multi use product"

What do you like best?

This product can do it all! Inventory management, change management and tracking, incident management, reporting and work flow. Can use APIs to connect to slack, VMware, jira, and other products to make it a one stop shop for all your needs

What do you dislike?

It is a very complex program. In the two companies I've used it, it seems to always need some tweaks, or it's in a semi complete state. I'd imangine if you could dedicate enough resources to the product it can probably be everything it could be, but it does require that one or more dedicated workers.

Recommendations to others considering the product

You will need the full blown enterprise version of this product, so don't try to cut corners and don't try to get anything less. Also expect to dedicate at least 1 person as a full time developer and administrator to this product

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

Incident Management and Change management now. We were using Dell Kace for Incident Management, and this is a superior program

ServiceNow review by Consultant
Consultant
Validated Reviewer
Review Source

"Best way to track incidents"

What do you like best?

The way I can categorize and prioritize the incidents is amazing.

I love the UI and the way it is organized.

What do you dislike?

There should be a way to track incidents better so that people do not put multiple tickets for the same incident. tagging the incidents with some keywords would be the way to go.

There is no dash board that shows counts. There should be dashboard that shows number tickets close, open, being worked on and stuff like that.

Having an overview is really important for the support team and give a status report.

It is difficult to find how many tickets are being worked on at the moment.

There should be a better way to organize there tickets into categories or folders depending on the functionality or screens. So that issues can be tracked.

It lacks a customization that is required for better productivity.Better customization will give better productivity.

Recommendations to others considering the product

Consider tagging the tickets.

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

Tracking the incidents. We moved to Service now recently.

To keep track of production issues that re being worked at the moment.

It adds a bit of structure in analyzing the issues. It is way better than tracking on an email.

ServiceNow review by User in Outsourcing/Offshoring
User in Outsourcing/Offshoring
Validated Reviewer
Verified Current User
Review Source

"Easy to use ticketing System and knowledge base documentation "

What do you like best?

i've been using several ticketing system already so far service now is the best that i use, its easy to use, complete with details, easy to reply, easy to create template for different kinds of indecent and request. and the team behind this platform is still improving there system to make sure user will have an easy and great experience when using the platform

What do you dislike?

so far none, its really easy to use. and interface is very well organize.

Recommendations to others considering the product

highly recommended, this is really easy to use, and easy to understand, its every thing you need on one single platform

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

creating user account , incident escalation , access request . its easy to determine what type if ticket you are working on

ServiceNow review by Robert R.
Robert R.
Validated Reviewer
Review Source

"ServiceNow used for ticketing system and request system"

What do you like best?

ServiceNow has a clean interface. My company has learned it's lesson and has minimal fields for each ticket and request which simplifies all areas of the website.

What do you dislike?

We keep a lot of data on our site, but the system seems slower than what it should. This may be due to server hardware specs, network traffic etc. but other similar systems at my company operate faster!

Recommendations to others considering the product

Keep it simple. Start with the ticketing system and once you get that, then add additional functionality. We had to use an external firm to come in and help customize.

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

We use ServiceNow for our help desk ticketing system. We also use the PortfolioNow add on to manage projects, as well as the agile add on for scrum projects.

ServiceNow review by Rowan M.
Rowan M.
Validated Reviewer
Verified Current User
Review Source

"Full featured Enterprise SDMS "

What do you like best?

multi-channel access especially email issues and web view means less apps and easy to use say from a mobile to send a new incident to be automatically raised as a service now ticket

Very good services and integration methods, including MuleSoft connector for rapid out the box integration

The web interface provides a very clean and intuitive look and feel saas app - to such a degree I no longer need the standalone app.

Identifying Configurable Instances and searching against assets is immensely useful

What do you dislike?

the abbreviation Snow - can be confusing when there is another system called snow - yet many people seem to abbreviate ServiceNow to snow...

automatically generated ticket number in response to email is not sent to all people on the original DL, meaning only the originator of the incident request will get the ticket number meaning a new email (being careful to remove the service now email off the original request lest a duplicate incident is raised)

approval emails could include the ticket details to save having to read in service now (but this is a small issue) as you need to be online to approve

would like better monitoring and alerting. I know there are 3rd party apps which integrate well with service now but basic log monitoring, JMX and other options to complement would be a useful piece lacking from total turnkey solution

Recommendations to others considering the product

SDMS is much the same for most organisations. Unless you have radically different processes ServiceNow will likely work for you. Consider the active service monitoring options you will require and if you need professional services as it is far bettter to have the same group provide both - to avoid the tennis game of responsibility.

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

Service Desk. Great to be able to manage SLA's for service to ensure customer satisfaction and manage performance and targeted improvement.

Problem management is also important when dealing with trends and not just symptoms.

ServiceNow review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Okay for big organizations"

What do you like best?

Good up-time and workflows. Is a platform that gives plenty of power and customization for organizations to mold to their own processes.

What do you dislike?

Unless you budget for or employee a ServiceNow developer, it is difficult to user or maintain. It seems oddly barebones for such an expensive and enterprise product. Need the care and feeding of an enterprise size, not ideal for medium or below.

Recommendations to others considering the product

Talk to others in your industry or at least those with the same size IT teams. This works, but needs more maintenance and development than we can give it to be ideal.

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

Track and maintain IT projects, requests and changes to comply with SOX and internal standards.

ServiceNow review by User in Biotechnology
User in Biotechnology
Validated Reviewer
Review Source

"ServiceNow"

What do you like best?

Easy to toggle through views and favorites. Lots of fields for information, showing mandatory vs optional and plenty of flexibility.

What do you dislike?

Too many options on the left side listing, some seem to mean the same thing until you select them. I wish the default was a collapsed view to avoid confusion and clutter on the screen. I also wish that it was easier to drill down through details using the links, but showing breadcrumbs to be clear which entry you're looking at. When you drill down you lose site of what record you were in and it gets quite confusing after a while (like a maze).

Recommendations to others considering the product

Play around in the system and get familiar with it, it can be intimidating at first but you'll get more out of it once you get more familiar.

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

We use ServiceNow for IT asset management, service tickets, version control, etc.

It has been great for consolidating a lot of different source systems for this information, as well as tie things together nicely.

ServiceNow review by Cary W.
Cary W.
Validated Reviewer
Verified Current User
Review Source

"Great product/service, but it isn't cheap..."

What do you like best?

It just always seems to work. I've been using Service Now for a little over a year and I have yet to really run in to any major issues. Little ones, hear and there, of course. But, once up & running, it's there for you!

What do you dislike?

Difficult to integrate with and a wee bit spending too.

Recommendations to others considering the product

ServiceNow is not cheap, but if you are looking for rock solid enterprise stability and integration, you probably don't need to look farther.

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

Help Desk and creating a CMDB

ServiceNow review by User in Outsourcing/Offshoring
User in Outsourcing/Offshoring
Validated Reviewer
Verified Current User
Review Source

"Great ITSM Tool"

What do you like best?

We have gone through a few different ticketing systems in the past, including Remedy, and a few internal developed tools before going to Service Now, and it seems it came to stay.

The wide range of functionalities that the application provides, including requests, incidents, time tracking, projects, Production Migrations, Software and Hardware Tracking is really helpful when trying to centralize these things for large organizations.

It provides some reporting capabilities that are not the easier ones to use but with the proper training will also help a lot to keep track of how your teams are doing.

In order to centralize documentation, it offers a Knowledge Base section that allows each Service or Application within the company to share their Manuals, Job Aids, or any kind of information related to their service , which makes it really easy to refer people to them.

The way that integrates with several other platforms, including HR tools makes it simple to implement on large organization and most likely reduce the maintenance hours spent on it.

What do you dislike?

The way that Requests and Incidents are differentiated doesn't seem to be as obvious for every department as it may look to more technical areas, and that in some cases cause confusion.

On the other hand, the reporting capabilities look nice, but it gets difficult to get to the kind of reporting you are trying to get to due to, so an easier Reporting functionality will definitely be a plus

Recommendations to others considering the product

It helps a lot having a knowledgeable team administrating the tool within the company

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

keeps users out of emails and allows all items to be tracked in a single place, with a standard set of properties we care about.

This helps quantify work, estimate deadlines and avoid informal requests and workloads that are usually difficult to measure and demonstrate

ServiceNow review by User in Management Consulting
User in Management Consulting
Validated Reviewer
Verified Current User
Review Source

"Stay away... far far away from this"

What do you like best?

Nothing really but if I am forced to choose the UI looks prettier than some other service management software I have used. However, it is lipstick on a pig

What do you dislike?

The user interface is not intuitive. Some of the UI while makes things look pretty does a poor job of helping the user and comes in the way of the job this software is meant to do. It doesn't do some basic (IMO) stuff

- where in the workflow process is my ticket.

- what/ if any is the latest activity related to my ticket

Recommendations to others considering the product

Look for other alternatives

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

This service management software is meant to help users a) do some self service b) open a service ticket to get help

ServiceNow review by Tony H.
Tony H.
Validated Reviewer
Verified Current User
Review Source

"Essential SDLC management tool"

What do you like best?

This is a must have tool for change management. It allows you to create configuration items for your project and define various stakeholder roles who can review and approve your change tickets.

What do you dislike?

I still use a separate tool for issue tracking, I wish such feature is integrated into ServiceNow.

Recommendations to others considering the product

ServiceNow is a must have SDLC management tool for doing software releases. This tool will ensure a structured approach to manage releases.

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

Need to ensure software releases are being carefully review and approved by various stakeholders. This will ensure software releases are done in properly and minimize failures.

ServiceNow review by Andrew P.
Andrew P.
Validated Reviewer
Verified Current User
Review Source

"Good out of box, great if customized to your work place"

What do you like best?

Being able to see every outstanding request, in progress service request and create dashboards and road maps for milestone planning based upon criteria that you can set. Can base it off of priority score, days outstanding etc.

What do you dislike?

You cannot automatically turn an Incident (immediate break/fix issue) into a Service Request (longer solution issue that involves planning). You must close out the incident stating it should be a service request, and then open a service request on the end users behalf.

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

Accountability for our hours worked in IS per incident, project, service request has allowed us to forecast workload availability.

ServiceNow review by Chris C.
Chris C.
Validated Reviewer
Verified Current User
Review Source

"ServiceNow"

What do you like best?

The visual task board has been a great addition to our every other day team standup meetings. We can easily see who is working on what and change statuses, not only on incidents but also on other projects (which we add to the board as personal tasks).

I also like the reports you can easily create - I use them to track number of current items assigned to each member of my team along with how many incidents each person has closed in a given month.

What do you dislike?

Not much that I dislike. It is a vast improvement over our previous incident management system, Assyst. If I had to pick something, I would say that the emails that are generated by the system could be a little easier to read.

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

Ability to better track incidents and ensure items do not fall through the cracks.

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

"Former User, Current Administrator (Just Started Publishing Articles)"

What do you like best?

The idea is great. A cloud based service solution where all users can log tickets and get information. Decent search feature to get result (lacks filtering though). Upgrades! We just got an upgrade and the process didn't destroy any historical data. Will need more time to evaluation the new features though.

On the whole, it's a decent tool for segmenting service issues - incidents, articles, problems, etc and assigning work to staff. Not super friendly to manage though on the back end.

What do you dislike?

First of all, I think your Service Now experience will substantially vary based on your implementation quality and implementation updates (same with other cloud apps like Salesforce). Having said that, the older functionality hasn't been that amazing. I had previously used service now as a user (logging issues and it seemed to work alright for that. There were some odd issues where it is hard to find where to attach documents and the add to order function seemed odd to me. I didn't have a lot of training on it, but it isn't the easiest to use as the user. On the other side, I actually just started publishing Knowledge Articles. Again, the function is there, but no way to really hit the articles with tags or have users easily filter articles. There isn't a social aspect either, so we actually support our Salesforce users in Salesforce with a Chatter Help Group (but the knowledge articles live in ServiceNow). YouTube videos embedded can be brought to full screen, so had to just link out to YouTube. Little issues like that make the production not feel entirely polished.

Recommendations to others considering the product

Take time to get the implementation correct. And - keep the upgrades up to date!

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

Provide support to our users. I support Salesforce, but we use it for 100% of our applications.

ServiceNow review by Consultant in Hospital & Health Care
Consultant in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"ServiceNow Rocks"

What do you like best?

I love that it is completely customizable. A developer can add as many modules as there are departments in the company, or use OOTB functions

What do you dislike?

I don't like how often upgrades are released. A complete upgrade to a new version is disruptive to our internal processes as it takes a month or more of planning, testing, upgrading each environment, rinse and repeat. We typically upgrade once each year to gain additional functionality.

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

We have been able to bring all of our IT staff into the same system instead of using multiple homegrown products. Departments external to IT are coming on board as well, and we are able to integrate each department's module so that it mimics actual business process.

ServiceNow review by Administrator in Government Administration
Administrator in Government Administration
Validated Reviewer
Review Source

"Tons of customizable features"

What do you like best?

I haven't found any feature that I wish it had. I love being able to reply to users from my ticket or just post a comment for other technicians to see. The layout is easy to find what I need.

What do you dislike?

The search feature doesn't always find the ticket I need and you can't search both incidents and Service Requests at the same time.

Will be in the middle of filling out an incident form and the app will close and everything I just typed is lost and no way to recover it and it usually does this when everything is filled out and lots of detail added while on the phone with the customer and just after I hang up so if I didn't have a piece 9f the info right when I retype it, then I'm screwed without the initial detail gathered while on the line.

Recommendations to others considering the product

Just do it and buy this. You won't regret it.

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

Easy way to track productivity by person, unit, customer and good way to gather details on reoccurring problems and be able to manage issues across multiple units and see if there is a commonality across the board.

ServiceNow review by Debbie M.
Debbie M.
Validated Reviewer
Verified Current User
Review Source

"ServiceNow - Not so user friendly"

What do you like best?

It's linked to our registration system so it's pretty easy to select customers and employees when sending emails.

Easy to search tickets.

What do you dislike?

Difficult to send follow up emails as you cannot reply to a response with the email trail. You need to copy paste and if the person who sends the response adds additional people to their email they are not automatically added to the ticket and can get left off your response.

Attachments to replies to tickets are not automatically attached to the ticket.

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

Internal and external support via email and phone. Able to keep up with customer problems and resolve them in a timely manner.

ServiceNow review by Mitchell R.
Mitchell R.
Validated Reviewer
Review Source

"A great Service Desk Solution, with work"

What do you like best?

A clear and clean pipeline for ticketing.

Clear and easily optimized Knowledge base.

What do you dislike?

Takes work to get working the way you want.

Email notifications can get very spammy if you configure alerts for your IT groups to receive all alerts for the group be default.

Recommendations to others considering the product

Service now is an extremely versatile software that can do anything from be a basic ticketing system, to a IT toolkit with server monitoring and a paging system when high priority incidents come along.

Getting to the point where the software is all that and a bag of chips takes a lot of work though, Be ready to spend a lot of time researching what will work best for your company and be clear about what you need it to do when putting together your deploy.

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

Smooth ticket creation and incident handling.

ServiceNow review by User in Financial Services
User in Financial Services
Validated Reviewer
Verified Current User
Review Source

"Best for Help Desk Ticket Management"

What do you like best?

Service Now has a simple user interface, and it is easy to learn and use. I do like the different modules and some of the features - the change management process seems to work really well with Service Now - gives us one location for change tickets (the requests, work, testing, implementation, approvals, etc).

What do you dislike?

ServiceNow doesn't seem to allow for complex integrations. And there seems to be limited capabilities. In a previous role, there seemed to be a glitch with the LDAP integration. Currently, the comments/notes feature is limited, and I am not a fan of it.

Recommendations to others considering the product

ServiceNow is an intuitive solution, and it seems to be the industry standard now!

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

Help Desk, support ticket management

problem management, change management processes

KBA

Main benefit - One central location for all ticketing and problem/change management information

ServiceNow review by Kate R.
Kate R.
Validated Reviewer
Review Source

"This software is wonderful for large corporations"

What do you like best?

I really like the fact that this software consolidates everything all into one. If my printer isnt working, i sumbit a ticket through service now. If i need to get a construction draw sumbitted for payment processing, i submit a ticket through service now. They handle everything!

What do you dislike?

The whole software itself is great but sometimes i need to get my request completed right away as it is urgent. I then reach out to someone but that usually takes a while for someone to see that so rarely does anything ever happen instantly despite it being urgent.

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

Consolidating any and every possible issue or need that can be solved on one web site.

ServiceNow review by Joshua S.
Joshua S.
Validated Reviewer
Verified Current User
Review Source

"This is a good incident and change management solution ( that's just the start!) "

What do you like best?

How customizable it is to any solution you need. I've used it for the full life cycle (ITIL) of my job and a solution.

What do you dislike?

It takes a dedicated team of people to upgrade it but that's the cost of having something so customizable. Another thing is the time it takes to get move from the Vendor. We had an outage it took them a lot of time to get it back up (over 4 hours) that's to much time in my opinion.

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

Change management was a huge issue with our internal IT company. We have a healthcare org that really needed slow and effective change management. We didn't have a clear way to track changes.

ServiceNow review by Administrator
Administrator
Validated Reviewer
Review Source

"Hard to find a fault except cost"

What do you like best?

It is so flexible and easy to use, we managed to do everything we wanted for tasks way outside of IT. The system is very logical and although you have to work to make it work for you, the OOB functions are a great guide on how things can work. I like the Store and Share websites which we used to add functions not made by Servicenow, it was also easy to find coders to work on new features as the product is so popular.

What do you dislike?

The price is a real killer as its a named users licence so not easy to expand at low cost, although with careful thought you can do a lot with self service.

Recommendations to others considering the product

You need to use more than just incident and request to make this work, it has some great features but i tend to find not all customers are getting good value just logging tickets. Look at how other non IT departments can use the system.

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

We had three servicedesks combine to one, and service now eased the pain of making a single function. We used it out of the box and configured the stuff we needed in less than 2 weeks to get us going.

ServiceNow review by A A.
A A.
Validated Reviewer
Verified Current User
Review Source

"Very good product"

What do you like best?

Flexibility to adapt functionality based on business needs. Our needs for incident/issue tracking has grown over the past three years and Service-Now has kept up with our requirements. We have even integrated the application with our business intelligence tool, which has been very insightful.

What do you dislike?

There are not any real downsides to the application. We wish some features were more configurable, especially as the application gets better and better with each upgrade - but overall we are very satisfied.

Recommendations to others considering the product

If you are looking for a product to track issues/problems from customers or external sources, this is a good product. We have found many inventive ways to use Service-Now and are quite satisfied overall.

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

Incident tracking has become infinitely easier. We manage outside vendor issues as well and this is our primary application for change management. We also use it to track production support and employee performance.

ServiceNow review by Kimberly C.
Kimberly C.
Validated Reviewer
Review Source

"Business Reporting Analyst"

What do you like best?

The UI and design of Service NOW are pleasant to use and look at.

What do you dislike?

The ServiceNow application is super complicated and there are too many layers. Often times searching for something is really difficult if you don't already know where to find it

Recommendations to others considering the product

It is easy to use once you learn and really know where eveyrthing is found. However, it takes alot of time and training before being able to use it smoothly. Longer transition process.

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

Service NOW has TONS of features that you are able to personalize based on user needs. However, sometimes all the personalizations and features are too complicated. Easy users dashboard is so different it is difficult to share.

ServiceNow review by Göran L.
Göran L.
Validated Reviewer
Verified Current User
Review Source

"Got all that you need and more"

What do you like best?

The way ServiceNow connects everything. You can easy go beyond IT and let HR, facility etc. to start using ServiceNow and start working digital with tickets and when they are ready, start going through how they work and their process like onboard and look what parts can we automate. Having on single platform for everything makes the developing of new apps and process very easy and lowering the integrations a lot.

It's also a platform where you can do very much without so much coding. It in the sphere of it's to easy and you need to make sure what you do is really what you want to achieve. You can really feel that the platform isn't based om some code 20 years old.

What do you dislike?

ServiceNow is almost growing to fast, hard to keep up with everything and there isn't enough of people with enough knowledge to make 100% out of the functions that exist. If you choosing partner, choose wisely so you get a partner with good experience.

The reports can be better as well, it's a good start, but I would like to see a bit more flexibility.

Recommendations to others considering the product

Make sure you understand what ServiceNow is and can do. If you only looking for a ticket system, it's overkill. But if you looking to trying to have all applications processes in one spot and automatize as much as possible, I would recommend ServiceNow. The support via the community and other users is also outstanding any other system I have encountered.

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

We are more agile to the business and can change & develop ServiceNow easier and faster than our old system. We can also integrate other systems functions into ServiceNow making people only needed to look for information in one place, instead of having 2-5 places to search for information

ServiceNow review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Review Source

"Awesome Ticketing System"

What do you like best?

The fact that it's seamless. You are able to create new incidents or tasks or service requests effortlessly PLUS the ability to email customers directly from the ticket itself makes it even a better asset.

What do you dislike?

It can be a bit slow at times depending on the system it's being used on but that's the way most software can be. Outside of that I haven't really seen any major flaws with the application.

Recommendations to others considering the product

Give it a shot, play around with it and you'll see why its the best ticketing system out there hands down.

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

Finding a one stop shop for all support and request tickets, this definitely solves that issue hands down. Benefits are the ones listed above, plus how easy it is to search for previous tickets and create up to the minute reports to keep all open incidents visible and organized.

ServiceNow review by Ravinder R.
Ravinder R.
Validated Reviewer
Review Source

"Very helpful for supporting global user base"

What do you like best?

Cloud based, exposes variety of webservices for support teams, Provide self service portals for end users, can be used for different types of services ranging from end user inquiry to organization' change control procedures etc. Provides various real time reports to show the current dash board.

What do you dislike?

IT takes longer to make changes such as adding a new field to the request form wouldn't be easier. Not sure if they can do data migration of service requests from a different system....

Recommendations to others considering the product

IT's important to define the operational process and roles for various intended users before you give them access to SN. Ensure clear cut roles for support users.

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

We use it to support end user inquiries and it has been quite helpful making sure the requests are assigned to the right individual. IT tracks the SLAs appropriately and takes number of actions upon breach of SLAs. We also use it to manage our change management process. IT has been quite effective in handling the overall release governance when the release requires deployable components from several different teams.

ServiceNow review by User in Real Estate
User in Real Estate
Validated Reviewer
Verified Current User
Review Source

"ServiceNow"

What do you like best?

I like that you can customize your views and create shortcuts to those view.

What do you dislike?

It's not as user friendly as I expected it to be. There are also a lot of steps to take in order to close a ticket.

Now it can be the way my company has it set up. I didn't see the "out of box" product. It is more time consuming to close a ticket then other ticketing software we have used in the past.

Recommendations to others considering the product

Get your support team involved. Ensure that this product will meet their needs, as they will be the ones to use it on a daily basis. Its most important that they are able to spend more time assisting your customers then closing out tickets.

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

I haven't seen any benefits for me personally. However, my computer likes the reporting aspect of the software. They say it provides better metrics because they are able to determinate which tickets are requests, which are incidents, and which are project based.

ServiceNow review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Easy way to manage HelpDesk tickets"

What do you like best?

It is an easy interface for submitting and overseeing my help desk tickets. I am able to chat immediately with an analyst and receive automatic updates to my cases through email. I can also provide updates on my end by responding to those emails.

What do you dislike?

This may be a company-specific configuration, but since I work in a client-facing role, I am not able to prioritize tickets that only affect me BUT also affect my customers. For example, if a program I need to use to complete client work is not functioning properly - it may technically only affect me in the company, but I need to also voice that it is affecting my customers.

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

In any large IT company, it is important to have streamlined processes for requesting assistance with malfunctioning applications that are necessary to perform one's job. ServiceNow makes it easy for users to submit those requests, for the Help Desk to triage those requests, and to provide transparency and accountability to the affected users as their issues are being resolved.

ServiceNow review by Jorge P.
Jorge P.
Validated Reviewer
Verified Current User
Review Source

"ServiceNow reduces drastically the time to value and it is possible to completely get rid of flat fi"

What do you like best?

PPS components such as Planning Console, Resource Workbench and the Visual Task Board are excellent add-ons to the OOTB lists and forms and provide a great way to add value to the Organization without having to opt for a point solution for each of these processes.

What do you dislike?

Workbenches are not easily configured by user and UX still has a lot to improve. Hopefully Service Portal will compensate on that very shortly.

Recommendations to others considering the product

Licensing model is not easy to understand and is constantly evolving. For example, just recently ServiceNow changed the PPS licensing model (now Service Strategy) to distinguish between users who only perform assigned tasks (workers) and planners.

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

Governance processes ranging from Project Delivery, Resource Management to Vendor and Performance Management.

ServiceNow review by Nancy B.
Nancy B.
Validated Reviewer
Verified Current User
Review Source

"ServiceNow Financial Management Module Starting to Bloom"

What do you like best?

The product comes with an out of the box Workbench aplication to allow click and drag data and model management

Data Cleansing to automate normalizing source data issues for vendor, cost center, account, location, etc..

Data integration and leveraging other data ( CMDB, Asset, Incidents) to create cost allocation metrics is easy to set up.

PPM Integration comes out of the box and makre it easy for project costing to be included, giving a total cost ( Opex and Capex) in a single view

Multiple Models to allow What If modeling and strategic decision support analysis

What do you dislike?

The out of the box reports are still fairly immature, but rapidly maturing. It is easy to create custom reports and dashboards within the ServiceNow platform, so this is not a large issue.

Updating the cost hierarchy can entail a level of effort if you need to mature in the middle of the model.

Recommendations to others considering the product

If you are already a ServiceNow customer for either CMDB or PPM, and you are looking for an easy to implement tool, this is a no brainer.

This is just a tool, it does not address how to design your model or the processes to define and implement to make Service Costing Operational.

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

Service Costing

IT Financial Management

ServiceNow review by User in Outsourcing/Offshoring
User in Outsourcing/Offshoring
Validated Reviewer
Review Source

"I was part of the team that implemented and configured ServiceNow for my former company."

What do you like best?

Let me start this off by saying that I am not a fan of ServiceNow. That being said, there are a couple of features thiat I used every day until we went to another solution. First is the report generating. This feature is very powerful and very detailed, and also easy to run. The filtering works very well too, and makes it easy to track tickets for different members of your team if you happen to be covering their queue.

What do you dislike?

The speed. ServiceNow is incredibly slow. One of my likes is the filtering, which works very well, however the more variables that you add to your filter, the longer it takes ServiceNow to process it. Another thing I dislike is the price. ServiceNow is VERY expensive, and support was almost non-existent.

Recommendations to others considering the product

I don't want to seem like I am bashing ServiceNow, because the software did work, and it is possible that with more time we could have gotten it working more efficiently but I left the company before that point came. My advice is try it before you buy it and try every feature and make sure that they work like you want them to.

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

ServiceNow allowed my merged company to combine two ticketing systems into one. While that seems like a good thing, it wasn't in our case as one of our ticketing systems (Footprints) was ten times better than ServiceNow.

ServiceNow review by Ron G.
Ron G.
Validated Reviewer
Review Source

"I have used ServiceNow since 2014"

What do you like best?

Once configured, this is an excellent tracking and request system. It is very customizable to meet the needs of most organizations. The tracking capabilities are very powerful when coupled with the approval function, providing a coherent audit trail of a request life cycle.

What do you dislike?

Depending on how it is configured, this can be a very difficult tool for users to understand and master. A poor configuration can greatly complicate the user interaction and the efficacy of the tool. If it is poorly configured, the users may find way to avoid using it.

Recommendations to others considering the product

ServiceNow is not a typical COTS application; it requires planning and foresight. You must know what you want to accomplish and define the plan. Be sure to take the time to plan and execute your plan carefully and you will have a viable tool that will serve you well. If you rush your implementation, you will regret it.

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

We use it to provide a better audit trail of our system and service requests. With it, we can accurately monitor and control process movement and authorizations thru the life cycle of the request. We now have a fully auditable request and tracking system that can withstand the scrutiny of our internal and external auditors.

ServiceNow review by Stephanie L.
Stephanie L.
Validated Reviewer
Verified Current User
Review Source

"Great tool for driving ITSM maturity (but you'll still need to figure out your processes!)"

What do you like best?

With ServiceNow you get efficient service management across the lifecycle of an incident. From automatically engaging the appropriate on-call team for a priority incident to generating a Problem from that incident that, in turn, becomes a Change...IT can easily pass work between teams, gather necessary information and then analyze the results and all of this adds up, in the long run, to increased customer satisfaction.

What do you dislike?

Knowledge is the one ITIL service that winds through and touches all the other services but ServiceNow, out of the box, does not facilitate this in an efficient and intuitive way. Some very fundamental abilities for managing knowledge must be added as customizations.

Recommendations to others considering the product

You *really* need to understand your own processes first. I've seen too many companies dissatisfied with the product when either they (or a deployment partner) rolled out SN in a way that didn't align with their objectives.

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

After we shifted to an understanding that ServiceNow should reflect well-considered processes we are making great strides in driving global ITSM maturity. We are also making better use of our more highly paid IT resources by using knowledge to enable the Service Desk to resolve more incidents/requests on first contact and promote end user Self Help. Finally, moving our Change process from Outlook and Excel is reducing release-related incidents and improving SOX compliance.

ServiceNow review by User
User
Validated Reviewer
Review Source

"Service Now Review "

What do you like best?

At a glance view of all tickets you've submitted, easy way to track work without having to go back to email and filter through conversations. All notes and conversations about a particular ticket are tracked in one place. Also you can sign up to "follow" a particular ticket so you know where there are updates, even if you did not submit it or create it.

What do you dislike?

At times the interface can be confusing and it seemed like there was a lot of the functionality that I didn't have access to as a user or submitter of tickets to IT help desk, but that could have just been the way my organization had it configured.

Recommendations to others considering the product

Make sure you enable all the functionality you need, I suspect the tool is way more robust than the way my organization had it configured. Define your requirements and see what it can do to meet them.

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

Tracking requests submitted to IT support. Ability to know who at help desk was working on my tickets. Also to be able to go back and do reporting to ensure SLA being met.

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

"Service now at it best "

What do you like best?

I am using Service Now since last 4 months . Since I am in development my POS team sends me issue through issue and we get it resolved right away. I feel its nice platform to help sales team . Also I know service now have feature of adding notes and re assigning facility which makes it easier for me to re send to the team rather then following up through emails or calls.

Also I use service now to do change request which is like cool as I do not have to mail back and forth for approval and adding every body in mail. Has it own security and ease of use.

What do you dislike?

I wish it could have more points to add or select in terms of selecting issue .

Recommendations to others considering the product

Its easy to use and efficient also time saving .

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

Being a developer I help my POS team while making sales .

ServiceNow review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Review Source

"Service Now Review - SNOW Tool"

What do you like best?

Service Now used as part of Change & Incident Management in Cognizant Technology Solutions. Since we have every month release this used for getting the change ticket created from initial level to end of change ticket closure. As we are supporting the projects to customer SNOW is used to create the incident varys from Severity Level 5 to 1. And used to connect this incident to problem ticket on the same. Service is used to create change and incident ticket.

What do you dislike?

1. License cost procure the people restrict access for everyone. 2. Adminstration is little rough since its vendor only product. 3. Since it connects with cloud it is faster however restrci the people from use.

Recommendations to others considering the product

Good one for companies follows ethics and reportings as of now

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

1. Change Management

2. System is very faster since it is cloud

3. Incident Management

4. Problem Management

5. Reporting for assets that has been procured

ServiceNow review by User
User
Validated Reviewer
Review Source

"Amazing product "

What do you like best?

There are lot of things I like

1) User-friendly

2) UI is attractive

3) Most importantly, can be easily customized to various needs

4) Helps to generate some great reports that will help improve your projec

What do you dislike?

Some of the default setups that come with the product can make you think you have got a wrong product. It takes time to figure what is the problem for first time users.

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

Ticket management system - It helps us maintain and track all tickets from incidents to change requests.

Reporting system - It helps us generate various reports on how we have done on all the tickets and issues we have worked on

Benefit - Better and efficient Project management. Reduces the number of hours someone has to make those reports to identify hat is going on, where is the problem and the root cause too sometimes.

ServiceNow review by Rodney P.
Rodney P.
Validated Reviewer
Review Source

"All in one ITIL management"

What do you like best?

For the IT service industry, this is the best all in one IT service desk and change management product. They offer a cloud based solution so you can access from anywhere and manage all your incident tickets and change management requests. Very intuitive solution with very little training required to learn it.

What do you dislike?

Not too much to dislike about this. For a brand new user to the IT service industry it can be overwhelming but for a trained professional using it for the first time it is very easy to use.

Recommendations to others considering the product

For a fully ITIL service desk based solution ServiceNow is the way to go.

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

Incident tickets can be categorized and tracked as well as reporting features are amazing to be able to keep track of metrics.

ServiceNow review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Review Source

"ServiceNow works pretty good"

What do you like best?

We use this application to create tickets. When creating tickets, we have to have a lot groups approve these tickets before we implement them. The system will automatically send out notices, via email, to those people listed in each group, to get their approval or disapproval on the ticket. This simplifies having to chase down people to get approvals.

What do you dislike?

The system can be someone difficult when having to create tasks for each group on what needs to be done. Part of this is internal and we are continuing to work on it.

Recommendations to others considering the product

Very good product. I would highly recommend it.

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

Change tickets and the type of change tickets are complex. Knowing who to reach out to, with what is being changed, can be very complex. Each 'business unit' having different groups for network, security, server, circuits, etc. is listed out in the system so contacting the needed groups is much easier.

ServiceNow review by Frances M.
Frances M.
Validated Reviewer
Review Source

"Servicenow"

What do you like best?

I like best and why use it it that it keeps,all my projects in one place.

What do you dislike?

Honesty I don't have any dislikes. I was concerned at first about being a,cloud based app. But sure found out the have many systems in place to protect and provide security.

Recommendations to others considering the product

If you want to consolidate and be assured that your work is,secure then I would highly recommend. Maybe even request a free demo to see if you are a,good fit.

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

For me its the one thing that I always,try to do is save time and keeping all my projects in one area is the key. And then being a,cloud based system the security it there

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

"Clunky Ticketing system"

What do you like best?

Saving of things you typed before, saving time. Ability to have the system auto assign tickets to other departments

What do you dislike?

Lots of extra fields that don't seem to work with ours, Not intuitive like some other ticketing systems I have used in the past. Training on our end to use this takes about a full week.

Recommendations to others considering the product

Make sure if you can get it customized for your situation you talk to people who are talking to your customers so it does just what it needs to without a lot of needless info that can get confusing.

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

Our company uses it for a Ticketing system to keep track of interactions with our clients. It helps when it is utilized to save time and keep us from having to redo steps other reps have used. It's not easy to track people who are not already in our system for instance. It's primarily derived for clients who work for our company and it is difficult to use for vendors or outside clients.

ServiceNow review by Administrator in Food & Beverages
Administrator in Food & Beverages
Validated Reviewer
Verified Current User
Review Source

"Knowledge Base Use"

What do you like best?

I like the ability to track sign off on knowledge base content.

What do you dislike?

Sometimes the robust features make the system hard to use. I would like to be able to embed PDFs for viewing/searching within the knowledge base. We also have a lot of training videos which currently are housed in a different location because ServiceNow can't support them

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

Our previous knowledge base was separate from our ticket management system, so for us it's great to be able to distribute content that is relevant to tickets. As someone who works in training we are often removed from the help desk, so it's also great for us to have visibility into tickets so we know what supporting materials to create.

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

"Service Now, Overall great solution"

What do you like best?

Service Now is so flexible, you can pretty much configure the solutions/apps within Service Now to meet any needs or demands of your business clients.

What do you dislike?

If you don't have a person who is good with JavaScript then you will need a 3rd party to help with setup and modifications.

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

So far we have been able to eliminate our out of date incident management and knowledgebase solutions and bring some custom written legacy software for requests and assets into the Service Now silo. We have plans to eliminate other legacy applications and bring them under the Service Now silo, saving the company time and money in management of these resources.