ServiceNow Express

ServiceNow Express

Cloud-based IT service management software

4.1/5 (21 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
4.1/5
86% positive reviews
6
Excellent
12
Very good
3
Average
0
Poor
0
Terrible
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

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

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 Review

Used Daily for 2+ years
Reviewed on 2018/03/15
Review Source: Capterra

Speed to implement. Ability to build customized application

Pros

Good configuration management tools
Great for servicedesk management
Run in the cloud
Can add attachments [to tickets].

Cons

Confusing, not easy to find anything.
Massive and at times confusing interface
The knowledge editor is clunky and time consuming

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10

ServiceNow Express

Used Daily for 2+ years
Reviewed on 2019/01/23
Review Source: Capterra

Faster time to onboard new customers. Removed need for inhouse database support staff due to full SaaS

Pros

Easy to adopt with many prebuilt workflows that are entirely fit for purpose.

Cons

Fairly expensive on the market, commercial model of product not really negotiable

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

7.0/10

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
  • Monitoring
  • Prioritizing
  • Real Time Monitoring
  • 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:

    APIANT, LogMeIn Rescue, 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