ServiceNow Express

ServiceNow Express

Cloud-based IT service management software

4.2/5 (23 reviews)

ServiceNow Express Overview

ServiceNow Express is a cloud-based service management automation solution aimed at small and midsize businesses, designed to automate daily support tasks and enable the tracking and measurement of performance through real-time, interactive dashboards. The guided setup process allows the visual tracking of implementation status, and of the tasks still requiring completion.

ServiceNow Express’s IT service management (ITSM) system allows the automation of change requests, approval processes, ticket assignment, SLAs, and email notifications of status changes. A kanban board interface offers drag-and-drop task management, checklist creation, task priority setting, team assignment management, and viewing of team activity updates in real-time. Customer feedback and satisfaction can be recorded and used to identify areas requiring improvement or further training. Service catalogs, and service requests processes and workflows can be created and customized for individual departments, without requiring any code.

ServiceNow Express offers a self-service portal, enabling users to submit requests through a shopping cart-style interface, with configurable prompts to guide users. Requests can be automatically routed to different individuals or groups based on their attributes, including the category or severity of the request, with customizable assignment rules. A centralized knowledge base can be created, with collaboration on submitted questions, answer scoring, and feedback collection, allowing users to search for find workarounds or solutions for their issues or questions. Users can also submit incidents or issues through the portal, and be kept informed of the progress on their request, query, or issue with online status updates.

ServiceNow Express also includes IT asset tracking capabilities, with flexible network scan scheduling, recording of asset serial numbers, manufacturers, costs, warranties, and other company-specific attributes, the ability to associate user accounts with devices and software licenses, and more.

Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

Dutch, English, French, German, Italian and 3 others, Japanese, Portuguese, Spanish

ServiceNow Express Reviews

Overall rating
4.2/5
87% positive reviews
8
Excellent
12
Very good
3
Average
0
Poor
0
Terrible
Verified Reviewer

Best Ticketing Tool!!

Used Daily for 1+ year
Reviewed on 2019/09/30
Review Source: Capterra

On a daily basis, we had to pull a lot of reports and create graphs for the same. With Service-Now, it's very easy. We have saved all the filters and created a dashboard on Service Now. Now, we have shared the link to the dashboard to the client and all our work is taken care by the tool.

Relative time period is one top-notch filter, which has drastically reduced the time we were spending on creating the reports. It would take close to 4hrs to pull them and draft it for the client. Now, Service Now is doing the job and that 4hrs are saved for us.

Pros

The best thing about Service Now is the way we can handle all data and reports directly on the tool. It is really well designed in getting approvals and assigning tickets. We can also set the ticket assignment groups based on certain rules or configuration items, that really saves us a lot of time.

It is user - friendly too. Very easy to navigate and also has some built in buttons that are really useful.

Cons

Not a major flaw, but if it can create aging tickets report in the form of a pivot table, then there is nothing to beat this tool. We really don't need to rely on excel if we can integrate some into the reporting feature on service now.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Mikje D.

I hate ticketing software...but not this one.

Used Daily for 1+ year
Reviewed on 2019/09/17
Review Source: Capterra

Closing tickets, overall, is faster than with all previous systems we used.

Pros

Its easy to use, highly customizable on the end user end, and stable. I like that I can make my dashboard look how I want it, and use the format that makes the most sense to me. The admin on the back end has set up some great workflows that allow a single request to be used to do multiple things. Imagine a single ticket to onboard a user, that requests their cubicle from Facilities, thear computer from IT, and their phone from Telecom!

Cons

Configuration items. The way our implementation is configured, you need a valid CI to close the ticket. If an item is not in your CMDB, you have to get an admin to add the CI so you can close a ticket. KEEP IN MIND, this is just our implementation and config, and they are working on a solution to allow end users to apply a new CI, this is just OUR temporary growing pain.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Vincent L.

Really helped our team manage requests and tickets

Used Daily for 6-12 months
Reviewed on 2019/06/18
Review Source: Capterra

Great. Definitely recommend this for large businesses with multiple different departments and employees where you need to have a reasonably large IT department to hep process application requests, troubleshooting and equipment requests and more!

Pros

The ease in which it kept track and managed IT ticket requests. You could easily see the queue and also do tons of data analytics from response times, to ticket requests per month per department, and how often tickets had to be escalated. The cloud-based platform really helps your reomte workers have access to a live database that was updated and always "correct." This was also extremely affordable for all the different capabilities it added.

Cons

The service technicians aren't always available as spelled out in the service agreement. Luckily we didn't have issues with this often and we were able to resolve issues on our own or could wait it out until it was fixed.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend

8.0/10
Verified Reviewer

One of the best ITSM solutions ever!

Used Daily for 1+ year
Reviewed on 2018/03/29
Review Source: Capterra

Pros

ServiceNow Express is an out-of-the-box solution that has preconfigured solutions ready to start working with a IT Service Management desk. All you need to work, ITIL compliance, Dashboards, Reports, Asset Management, Incident, Problem, Change Management, integration with 3rd parties solutions. In short, all you need to get ready in your IT department service desk.

Cons

This version of ServiceNow is not longer available in the market, and has been replaced by a new version more complete and accurate named SERVICENOW IT SERVICE MANAGEMENT.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Verified Reviewer

ServiceNow Express is a great help desk tool for smaller companies but delivers good features.

Used Daily for 2+ years
Reviewed on 2018/06/28
Review Source: Capterra

Pros

ServiceNow is easy to deploy as they guide you through the process / setup. The software delivers a strong feature set and is easy to use and a good value for the cost.

Cons

Some features that you would think should be available are not and you need to upgrade to the full ServiceNow version which is out of the price range of many smaller companies.

Rating breakdown

Value for Money
Ease of Use
Customer Support

ServiceNow Express Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

15-day free trial, no credit card required.
Pricing information is available on inquiry.

ServiceNow Express Features

  • API
  • Activity Dashboard
  • Automatic Notifications
  • Knowledge Base Management
  • Monitoring
  • Prioritizing
  • Real Time Monitoring
  • Support Ticket Management
  • Workflow Management

  • CRM Integration
  • Chat
  • Contact History
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Multi-Channel Communication
  • Reporting & Statistics
  • Social Media Integration
  • Surveys & Feedback
  • Third Party Integration

Additional information for ServiceNow Express

Key features of ServiceNow Express

  • Ad hoc reporting
  • Approval process automation
  • Automated email notifications
  • Automated request routing
  • Categorized knowledge base
  • Change request automation
  • Configurable assignment rules
  • Configurable prompts
  • Customizable forms
  • Drag-and-drop task management
  • IT asset tracking
  • Kanban boards
  • Live data reporting
  • Priority setting
  • Real-time dashboards
  • Real-time task updates
  • Scheduled network scans
  • Self-service portal
  • Service catalog
  • Status updates
  • Ticket assignment automation
  • Visual task boards

Benefits

  • Customer satisfaction and feedback can be recorded through surveys and the feedback capabilities in knowledge base articles, and this information can be used to identify training and service improvement opportunities.

  • Tasks can be managed through a drag-and-drop kanban board interface, with dynamic priority setting, task checklist creation, and real-time activity updates.

  • Requests can be routed automatically to specified individuals or groups, using configurable assignment rules and any request attribute, such as severity or category.

  • A centralized, categorized knowledge base can be created, with users able to collaborate on submitted questions and score articles.

  • IT assets including devices, servers, and software can be managed and monitored, with records of asset manufacturers, costs, serial numbers, and warranties.

  • Over 150 dashboards and reports are included, and users can create charts or graphs from lists, filter data, group by different metrics, and publish reports to self-service portals or role-based dashboards.

  • ServiceNow Express FAQs

    Below are some frequently asked questions for ServiceNow Express.

    Q. What type of pricing plans does ServiceNow Express offer?

    ServiceNow Express offers the following pricing plans:

    Pricing model: Subscription

    Free Trial: Available

    15-day free trial, no credit card required.
    Pricing information is available on inquiry.

    Q. What are the main features of ServiceNow Express?

    ServiceNow Express offers the following features:

    • Ad hoc reporting
    • Approval process automation
    • Automated email notifications
    • Automated request routing
    • Categorized knowledge base
    • Change request automation
    • Configurable assignment rules
    • Configurable prompts
    • Customizable forms
    • Drag-and-drop task management
    • IT asset tracking
    • Kanban boards
    • Live data reporting
    • Priority setting
    • Real-time dashboards
    • Real-time task updates
    • Scheduled network scans
    • Self-service portal
    • Service catalog
    • Status updates
    • Ticket assignment automation
    • Visual task boards

    Q. Who are the typical users of ServiceNow Express?

    ServiceNow Express has the following typical customers:

    Large Enterprises, Mid Size Business, Small Business

    Q. What languages does ServiceNow Express support?

    ServiceNow Express supports the following languages:

    Dutch, English, French, German, Italian, Japanese, Portuguese, Spanish

    Q. What type of pricing plans does ServiceNow Express offer?

    ServiceNow Express has the following pricing plans:

    Subscription

    Q. Does ServiceNow Express support mobile devices?

    We do not have any information about what devices ServiceNow Express supports

    Q. What other apps does ServiceNow Express integrate with?

    ServiceNow Express integrates with the following applications:

    7SIGNAL, APIANT, LogMeIn Rescue, Mobil-X Suite, OpCon, PagerDuty, Workato, Workato

    Q. What level of support does ServiceNow Express offer?

    ServiceNow Express offers the following support options:

    Forum, Knowledge Base, Online Support, Video Tutorials