ServiceNow

Enterprise IT service cloud solutions

4,3 /5 (47 reviews) Write a Review!

ServiceNow Overview

What is ServiceNow?

ServiceNow is a platform-as-a-service provider of IT service applications. The company provide a range of pre-built ITSM products to automate and manage numerous IT enterprise services. Using the single software you can automate process and create custom applications to meet all your IT service needs. ServiceNow can be used for cloud and virtualization lifecycle management, change orchestration, infrastructure discovery and IT governance, among others. You can also use the software to report on all applications, as well as to generate reports on KPIs and benchmarking and create executive dashboards.

ServiceNow offers a wide selection of integrated IT service management tools and applications, each with multiple feature-sets and capabilities. The core products fall under 5 main categories: IT Service Automation Applications, Project Portfolio Management, IT Business Management, Shared Service Applications (for Facilities, Field Service and HR) and ServiceNow Express, an ITSM for enterprises of all sizes.

ServiceNow also offers a service automation platform to tailor existing applications, share information among applications or build custom applications. There is also a ServiceWatch product that helps to discover and map relationships between IT components and incidents, with dashboards giving real-time insight into the health of the business services. ServiceNow Discovery can be used to identify IP-enabled configuration items (CIs), map their interdependencies and export the data to the ServiceNow Configuration Management Database.

ServiceNow Express is the ITSM product for companies of all sizes and includes a range of features. The solution delivers end-to-end incident management with visual taskboards and tickets, priority setting, and asset and configuration monitoring. You can also generate reports on all business KPIs and metrics through dashboards, graphs and charts.

ServiceNow IT Service Automation Applications include asset management, change and release management, configuration management, incident, IT cost, and problem management, and a service catalog. ServiceNow Service Catalog helps to improve the customer experience by providing a customer-facing storefront for users to access self-help, submit IT requests, log issues and track progress.

ServiceNow Overview

Pricing

Starting from
US$100,00/month

Pricing options

Free Trial
Subscription
Value for money

Subscription license based on IT process users.

$100 / IT process user / month with volume discounts available.

End user pricing is offered in certain scenarios.


ServiceNow Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
Dutch, English, French, German, Italian and 3 others, Japanese, Portuguese, Spanish

Media

ServiceNow Field Service Automation
ServiceNow Vendor Performance Management
ServiceNow Software Development Lifecycle
ServiceNow Service Catalog
ServiceNow Resource Management
ServiceNow Project Portfolio Management
ServiceNow Problem Management
ServiceNow IT Governance dashboard
ServiceNow IT Cost Management dashboard
ServiceNow Incident Management dashboard
ServiceNow video ServiceNow video ServiceNow screenshot: ServiceNow Field Service Automation ServiceNow screenshot: ServiceNow Vendor Performance Management ServiceNow screenshot: ServiceNow Software Development Lifecycle ServiceNow screenshot: ServiceNow Service Catalog ServiceNow screenshot: ServiceNow Resource Management ServiceNow screenshot: ServiceNow Project Portfolio Management ServiceNow screenshot: ServiceNow Problem Management ServiceNow screenshot: ServiceNow IT Governance dashboard ServiceNow screenshot: ServiceNow IT Cost Management dashboard ServiceNow screenshot: ServiceNow Incident Management dashboard

ServiceNow Reviews

ServiceNow Reviews

Overall rating
4,3
/
5
Excellent
20

Very good
22

Average
5

Poor
0

Terrible
0

Value for Money
3,9
Features
4,4
Ease of Use
4
Customer Support
4,1
89% recommended this app
Ewan H.

Top Dog among Service Management Suites

An extremely robust platform with customization galore and full features comes at a cost but with very little holding it back. ServiceNow can really help on any ITIL initiatives and centralization of services. The unique focus of ServiceNow beyond just IT, is where its strengths lie. Most Service Management suites do ITIL for IT. ServiceNow takes the lessons learned from ITIL and extends them to the rest of the org (especially but not limited to Facilities and HR). Really built for Mid to Large Businesses.


Verified Reviewer

Best Ticketing Tool!!

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.


Vinayak S.

Best IT service management software


Verified Reviewer

ServiceNow


Earlie R.

More than a Ticketing System

I enjoyed Service Now and believe it's the best ticketing system tool out there.


Ewan H.
Industry: Management Consulting
Company size: 1 001-5 000 Employees

Top Dog among Service Management Suites

Used Daily for 2+ years
Reviewed on 2017/07/06
Review Source: GetApp

An extremely robust platform with customization galore and full features comes at a cost but with very little holding it back. ServiceNow can really help on any ITIL initiatives and centralization of services. The unique focus of ServiceNow beyond just IT, is where its strengths lie. Most Service Management suites do ITIL for IT. ServiceNow takes the lessons learned from ITIL and extends them to the rest of the org (especially but not limited to Facilities and HR). Really built for Mid to Large Businesses.

Pros

ITIL based
Service Portal (Self Service Portal for quick searches spanning instance or specific areas)
Knowledge Base (despite that not being checked in the available features)
Full Service Management solution for the ENTIRE organization
Strong Workflow engine
Visible Table structures for clean data flows
Extremely customizable (Forms, Fields, Tables, Applications, Portal, Workflow, Knowledge Base, etc...)
Best in the business system architecture (fully redundant instances)
HI Administration portal and ServiceNow support are top notch
Service Now community is extremely active
Docs site (formerly wiki) well updated and complete.
Great organization and User groups
You get a cake upon launch!
Extensive Integration capabilities

Cons

Cost
Some out-of-box examples really don't match up to any organizations needs and leave you wanting more
Email rules are more complex than they need to be (some of this can be mitigated by free add-ons like Postmaster)
Configuration can sometimes be limited and requires some Javascript to get past basics
Mid Servers for integrations can be more work to maintain than desired

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Information Technology & Services
Company size: 10 000+ Employees

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

Vinayak S.
Industry: Information Technology & Services
Company size: 10 000+ Employees

Best IT service management software

Used Daily for 2+ years
Reviewed on 2020/11/06
Review Source: Capterra

Pros

The most advanced and easy to use software for all Service management needs.

Cons

The cost is going high and becoming heavy software which might be a differentiator for the future

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Verified Reviewer
Industry: Hospital & Health Care
Company size: 10 000+ Employees

ServiceNow

Used Daily for 6-12 months
Reviewed on 2020/02/25
Review Source: Capterra

Pros

The software captures so many data points, therefore analytics and reporting present valuable information.

Cons

There are so many product areas that is can be hard to navigate, especially for areas that are not frequented often.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend: 7.0/10

Earlie R.
Industry: Retail
Company size: 5 001-10 000 Employees

More than a Ticketing System

Used Daily for 2+ years
Reviewed on 2020/01/27
Review Source: Capterra

I enjoyed Service Now and believe it's the best ticketing system tool out there.

Pros

Loved Service Now! This made managing our help desk easy and our tech were able to work efficiently and effectively. The interface is VERY easy to read and user friendly. The application has so many different functionalities like: Knowledge base, Equipment tracking, RMA, chat, etc. I even enjoyed the Mobile App!

Cons

I wish there were different/more theme colors you could customize/choose from. Also the mobile app was complicated setting up.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
8,5/10
Based on 47 user ratings
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ServiceNow Pricing

ServiceNow Pricing

Starting from
US$100,00/month
Free Trial
Subscription
Value for money

Subscription license based on IT process users.

$100 / IT process user / month with volume discounts available.

End user pricing is offered in certain scenarios.

Subscription license based on IT process users.

$100 / IT process user / month with volume discounts available.

End user pricing is offered in certain scenarios.

Value for Money
3,9/5
Based on 47 user ratings
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ServiceNow Features

ServiceNow Features

API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auditing
Automatic Notifications
Collaboration Tools
Compliance Management
Data Import/Export
Data Visualization
Drag & Drop Interface
Monitoring
Real Time Data
Real Time Monitoring
Reporting & Statistics
Search Functionality
Third Party Integration
User Management
Workflow Management
Features
4,4/5
Based on 47 user ratings
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Categories

Additional information for ServiceNow

Additional information for ServiceNow

Key features of ServiceNow

  • Agile development
  • Asset management
  • CAB meeting management
  • Change and release management
  • Configuration management
  • Cost tracking
  • Demand management
  • Facilities service automation
  • Field service automation
  • HR service automation
  • IT cost management
  • IT governance, risk & compliance
  • Incident management
  • Incident routing
  • Knowledge base
  • Performance analytics
  • Problem management
  • Project portfolio management
  • Real-time dashboards
  • Resource management
  • Self-service portal
  • Service creator
  • Software development lifecycle
  • Surveys & assessments
  • Vendor performance management

Benefits

· IT Service Automation: One solution for asset management, change and release management, configuration management, incident management, IT cost management, problem management, and a service catalog.

· Custom Application Development: Build and deploy custom applications in days, integrate your existing apps and new apps, requires minimul to zero coding knowledge.

· Single Platform: Consolidate all your legacy apps into one single system to record all process and get actionable insight into all your IT. Send information among all your apps.

· Service Automation: Standardize service processes and implement automation to replace manual tasks. Create custom workflows, apps and forms.

· Project Portfolio Management: Offers complete project management, from planning and execution, to time management, task assignment and status tracking. Includes Demand Management, Resource Management, Software Development Lifecycle.

ServiceNow FAQs

ServiceNow FAQs

Below are some frequently asked questions for ServiceNow.

Q. What type of pricing plans does ServiceNow offer?

ServiceNow offers the following pricing plans:

Starting from: US$100,00/month

Pricing model: Subscription

Free Trial: Available

Subscription license based on IT process users. $100 / IT process user / month with volume discounts available. End user pricing is offered in certain scenarios.

Q. What are the main features of ServiceNow?

ServiceNow offers the following features:

  • Agile development
  • Asset management
  • CAB meeting management
  • Change and release management
  • Configuration management
  • Cost tracking
  • Demand management
  • Facilities service automation
  • Field service automation
  • HR service automation
  • IT cost management
  • IT governance, risk & compliance
  • Incident management
  • Incident routing
  • Knowledge base
  • Performance analytics
  • Problem management
  • Project portfolio management
  • Real-time dashboards
  • Resource management
  • Self-service portal
  • Service creator
  • Software development lifecycle
  • Surveys & assessments
  • Vendor performance management

Q. Who are the typical users of ServiceNow?

ServiceNow has the following typical customers:

Large Enterprises, Mid Size Business

Q. What languages does ServiceNow support?

ServiceNow supports the following languages:

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

Q. What type of pricing plans does ServiceNow offer?

ServiceNow has the following pricing plans:

Subscription

Q. Does ServiceNow support mobile devices?

ServiceNow supports the following devices:

Android, iPhone, iPad

Q. What other apps does ServiceNow integrate with?

ServiceNow integrates with the following applications:

3CLogic, Anypoint Platform, Cloud Elements, EmployWise, LogicMonitor, Numerify, Opsgenie, VictorOps, Workato, Yonyx

Q. What level of support does ServiceNow offer?

ServiceNow offers the following support options:

FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials, Forum