ServiceNow IT Service Management Buyer Guide

TrustRadius Insights
September 13, 2024
IT & Development, Product Guides

ServiceNow IT Service Management Buyer Guide

What do users really think about ServiceNow IT Service Management? This buyer guide was created utilizing real, vetted user reviews and will help you get to the nitty-gritty details about where ServiceNow IT Service Management performs well, and where it may have room for improvement.

Highlight the Right Reviews

Throughout the guide below, there are links directly to reviews. Select the reviewers most relevant to you, and those links will be highlighted in blue.






Incident and Problem Management

Incident Management

Reviewers consistently praise ServiceNow IT Service Management’s incident management capabilities. Users appreciate the ease of reporting incidents through various channels such as chat, email, or calls. The system’s organization of changes and understanding of impacts are highlighted as valuable features. Additionally, the asset inventory management tied into the purchase order process is seen as a beneficial aspect of incident management within the platform. Users find that incident management within ServiceNow IT Service Management streamlines processes and enhances overall efficiency. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“The tool is very sufficient and very helpful for helping colleagues or customers with their IT-related questions or issues based on SLA you can create a nice environment.”Technician in Information Technology, Transportation/Trucking/Railroad, 1001-5000 employees

“We used it to handle IT issues and based on SLA times we solved tickets. We also used it as an IT asset management tool.”Technician in Information Technology, Transportation/Trucking/Railroad, 1001-5000 employees

“Every time we have had a need to contact support it has been pleasant and they have resolved our issues with no problem.”Engineer in Information Technology, Accounting, 1001-5000 employees

Problem Management

ServiceNow IT Service Management’s problem management functionality has garnered consistent praise from users across various organizations. Reviewers highlight the platform’s ability to effectively address and resolve disruptions, ensuring smooth operations within the IT landscape. The system’s problem management features have been commended for their user-friendly interface and adherence to ITIL guidelines, making it a valuable tool for organizations seeking efficient problem resolution processes. Users appreciate the platform’s customization options, allowing them to tailor problem management workflows to suit their specific requirements. In summary, ServiceNow IT Service Management’s problem management capabilities have proven to be a reliable asset for organizations looking to streamline their IT operations and enhance overall efficiency. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“ServiceNow IT Service Management is being used across the organization. It is a very user-friendly and lightweight application. It is accepted by most of our clients to run in their environment too. It is easy to integrate with client inventory. The incident, change, and problem management processes are followed by ITIL Guidelines. It is easy to customize as per the client’s requirements.”Consultant in Information Technology, Information Technology and Services, 10,001+ employees

“We use it to handle all of our IT requests for different departments, DBAs, Network, Infrastructure, security, applications, human resources new people onboarding, and IS. We also use it as our main tool to handle and schedule our delivery process and to submit change requests. And finally, this is the tool that we use to manage and handle our production incidents and problems.”Manager in Engineering, Financial Services, 201-500 employees

“CONS: To accomplish some of the tasks like the discovery of servers and retrieval of info from these servers on the network, ServiceNow requires you to pay extra to get the additional services, and these services can get very expensive.”Consultant in Information Technology, Electrical & Electronic Manufacturing, 1001-5000 employees

Incident and Change Tickets

Users generally praise ServiceNow IT Service Management’s incident and change ticket capabilities. They appreciate the ease of creating, tracking, and resolving tickets within the system. The ability to prioritize tickets based on SLA times and efficiently manage IT issues and incidents is highlighted as a strong point. Additionally, users find the ticketing system straightforward and effective in streamlining the resolution process. Despite some minor concerns about navigation and system performance at times, overall, users find ServiceNow’s incident and change ticket functionalities to be valuable for managing internal support needs and IT-related technical activities. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)

“We used it to handle IT issues and based on SLA times we solved tickets. We also used it as an IT asset management tool.”Technician in Information Technology, Transportation/Trucking/Railroad, 1001-5000 employees

“ServiceNow is well suited to any organization with a large service desk that needs to address the issues, requests, and concerns of multiple users. It is well suited for an organization that needs an easy way to distribute tickets.”Administrator in Information Technology, Law Practice, 1001-5000 employees

“General slowness when querying on lists of tickets at times.; Mentions of service disruptions can be significantly delayed following the actual event.”Manager in Professional Services, Financial Services, 10,001+ employees

Change and Request Management

Change Management

User sentiment about ServiceNow IT Service Management’s change management capabilities varies among reviewers. Some users praise the platform for its robust change control features, highlighting its ability to streamline and track change requests effectively. Others express concerns about the complexity of the change approval process, suggesting that further customization may be beneficial. Despite differing opinions, ServiceNow IT Service Management appears to offer a comprehensive solution for managing organizational changes. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“Even when the user interface is friendly user, some requests have too many steps to complete simple requests, in the other hand it is a great tool to handle incidents and to prioritize production live problems.”Manager in Engineering, Financial Services, 201-500 employees

“ServiceNow IT Service Management is being used across the organization. It is a very user-friendly and lightweight application. It is accepted by most of our clients to run in their environment too.”Consultant in Information Technology, Information Technology and Services, 10,001+ employees

“CONS: Change management has a much more complex process flow as compared to others and needs improvement.”Engineer in Information Technology, Financial Services, 10,001+ employees

Request Fulfillment

Users generally praise ServiceNow IT Service Management’s request fulfillment capabilities. They appreciate the ease of raising various types of requests, such as access requests for new employees or critical issues like laptop VPN problems. The platform’s ability to track requests, provide timely updates, and adhere to SLA timeframes for resolution is highly valued by users. Additionally, the integration with other tools like Jira enhances the overall request management process. Despite some minor issues like complex steps for certain requests, users find ServiceNow IT Service Management effective in streamlining request fulfillment processes and ensuring transparency throughout. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“I have faced laptop VPN issue and I have raised request in ServiceNow IT Service Management and changed priority as critical. Then within 4 hours my issue resolved because of SLA timeframe mentioned 4 hours for critical request.”Project Manager in Information Technology, Computer Software, 10,001+ employees

“Even when the user interface is friendly user, some requests have too many steps to complete simple requests, in the other hand it is a great tool to handle incidents and to prioritize production live problems.”Manager in Engineering, Financial Services, 201-500 employees

“Finding requests that I opened and have since been completed by the assigned group/individual is very difficult to accomplish unless I’ve written down the request numbers somewhere.”Engineer in Information Technology, Hospital & Health Care, 1001-5000 employees

User, Role, and Service Delivery

User and Role Management

Users consistently highlight the robust user and role management capabilities of ServiceNow IT Service Management. They appreciate the platform’s user-friendly interface, which simplifies the onboarding process for new employees and enables easy access to various services and resources. Clients find the role management features beneficial for assigning tasks and responsibilities efficiently within their organizations. Additionally, users value the flexibility and customization options available for tailoring user roles to meet specific business requirements. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“There are some processes that have too many steps to be completed.”Manager in Engineering, Financial Services, 201-500 employees

“It is easy to customize as per the client’s requirements.”Consultant in Information Technology, Information Technology and Services, 10,001+ employees

“Users submit a ticket requesting support with any of the applications our company uses.”Analyst in Information Technology, Investment Management, 51-200 employees

Self-Service Portal

Users consistently highlight the self-service portal of ServiceNow IT Service Management as a standout feature, praising its user-friendly interface and comprehensive access to knowledge base articles and virtual agent contact details. The portal simplifies the process of raising requests and connecting with agents, enhancing overall user experience. Additionally, the integration capabilities with tools like Jira add value to the platform, ensuring efficient ticket management and communication. Scheduled reminders and mobile accessibility further contribute to the portal’s effectiveness in streamlining service requests and resolutions. (Source Reviews: 1, 2, 3, 4)

“Self-Service Portal is the most useful of many features of ServiceNow IT Service Management.”Professional in Information Technology, Hospital & Health Care, 10,001+ employees

“Employee center portal has all the information like knowledge articles and virtual agent contact details. It is very simple to connect with ServiceNow IT Service Management agents.”Project Manager in Information Technology, Computer Software, 10,001+ employees

Approval and Task Assignment

User feedback regarding ServiceNow IT Service Management’s approval and task assignment functionalities is predominantly positive. Users appreciate the ease of assigning work, creating approval flows, and tracking tasks efficiently within the system. The ability to streamline the process of requesting approvals and assigning tasks to different teams and individuals is highlighted as a key strength of the platform. Additionally, the feature that allows for the creation of sub-tasks to facilitate collaboration and task completion is well-received. However, some users have expressed minor concerns about the customization options for change approvals and the difficulty in recalling completed requests within the system. Despite these minor drawbacks, the overall consensus is that ServiceNow IT Service Management excels in providing a robust and user-friendly platform for approval and task assignment processes. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11)

“Finding requests that I opened and have since been completed by the assigned group/individual is very difficult to accomplish unless I’ve written down the request numbers somewhere.”Engineer in Information Technology, Hospital & Health Care, 1001-5000 employees

“New requests; Approval flow; Alerting for process flows.”Engineer in Information Technology, Financial Services, 10,001+ employees

“The product comes with lots of integration options and it aligns to our ITIL framework.”Engineer in Finance and Accounting, Financial Services, 5001-10,000 employees

“ServiceNow is a ticket software and is fine to use for any circumstances which requires assigning work to teams or individuals, creating approval flows where different people need to approve a work item.”Engineer in Information Technology, Insurance, 10,001+ employees

Automation, Integration, and Efficiency

Process Automation and Workflow

Users consistently praise ServiceNow IT Service Management’s process automation and workflow capabilities. They highlight the platform’s ability to streamline tasks, automate processes, and assign assignments efficiently based on user-provided information. Additionally, users appreciate the ease of integrating third-party applications without the need for coding, enhancing overall operational efficiency. Despite some minor concerns about custom search queries and workflow design, the general consensus is that ServiceNow excels in providing a robust and user-friendly environment for managing processes and workflows effectively. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“Automated process for every request and assignment group assigned automatically based on user provided information.”Project Manager in Information Technology, Computer Software, 10,001+ employees

“The platform needs a lot of improvement at various levels. Some complex process flows can easily be simplified. The GUI can be more user friendly.”Engineer in Information Technology, Financial Services, 10,001+ employees

“With the ability to interface with the product thru their API, we have automated incident creation for several applications as well as automation of Adhoc task creation.”Professional in Information Technology, Insurance, 10,001+ employees

Customization and Integration

Users generally praise ServiceNow IT Service Management for its customization and integration capabilities. The platform is commended for its ease of integration with third-party applications, such as Jira, and for its ability to create custom dashboards tailored to specific project needs. Users appreciate the simplicity of connecting with ServiceNow agents for issue resolution and the efficient bi-directional integration with Jira. However, some users have expressed concerns about the system properties resetting to default after upgrades, making it challenging to maintain customized data. Despite some drawbacks, the general consensus is that ServiceNow IT Service Management offers robust customization and integration features that enhance user experience and operational efficiency. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11)

“Spokes provided in store to integrate ServiceNow IT Service Management with third party application without coding. just need to install application spoke from ServiceNow IT Service Management store and integrate it bi-directionally without coding required.”Project Manager in Information Technology, Computer Software, 10,001+ employees

“After every upgrade system properties resetting to out of box default even customized properties also. It is difficult to maintain customized properties data after version upgradation.”Project Manager in Information Technology, Computer Software, 10,001+ employees

“ServiceNow IT Service Management is being used across the organization. It is a very user-friendly and lightweight application. It is accepted by most of our clients to run in their environment too. It is easy to integrate with client inventory.”Consultant in Information Technology, Information Technology and Services, 10,001+ employees

Operational Efficiency

Users consistently praise ServiceNow IT Service Management’s operational efficiency features. They highlight how the tool has significantly improved the organization’s ability to streamline processes, enhance productivity, and optimize resource utilization. Many users appreciate the platform’s capability to facilitate quick access to information, define service level agreements, and generate insightful reports for management decision-making. The emphasis on operational efficiency within ServiceNow IT Service Management seems to resonate positively with users across different operational teams, both internal and customer-facing. (Source Reviews: 1, 2, 3, 4)

“Better Operational Efficiency; Better MIS reporting for Senior Leadership; One stop repository for all your applications; Enhanced Controls on change management process”Engineer in Finance and Accounting, Financial Services, 5001-10,000 employees

“It has increased efficiency when distributing user requests.; Allowed the service desk to handle more things at once.”Administrator in Information Technology, Law Practice, 1001-5000 employees

“Risk mitigation in terms of a better overall view of the infrastructure.; Increased efficiency in everyone using a standard ITSM tool.”Consultant in Information Technology, Airlines/Aviation, 1001-5000 employees

Knowledge and Asset Management

Knowledge Management

Users generally praise ServiceNow IT Service Management’s knowledge management capabilities. They appreciate the ease of accessing and utilizing the knowledge base articles, which are deemed valuable for training employees, especially in Tier 1 tech support roles. The system’s searchable internal knowledge base and streamlined ticketing system are highlighted as key strengths by reviewers. Despite some minor issues like delays in updating information and occasional difficulties in saving articles to favorites, overall sentiment leans towards positive regarding the platform’s knowledge management features. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10)

“Categorizing: Very easy to categorize tickets.; Knowledge Base: The KB system is very good at creating useable, searchable articles.; Searchable: Easy to search either KB articles or tickets.”Administrator in Information Technology, Mental Health Care, 501-1000 employees

“Alot of times, KB articles do not save to my favorites correctly and I have to go try to find them again. That can be a bit tedious.”Team Lead in Information Technology, Medical Devices, 10,001+ employees

“With the Knowledge Repository, many articles have been written to help end users solve problems without having to call the Help Desk.”Professional in Information Technology, Insurance, 10,001+ employees

Asset Management

User feedback on ServiceNow IT Service Management’s asset management capabilities is somewhat mixed. While some users appreciate its asset inventory features and integration with the purchase order process, others have raised concerns about delays in information updates and occasional issues with saving KB articles to favorites. It seems that the platform’s asset management functionality has both strengths and areas for improvement, reflecting a nuanced perspective among reviewers. (Source Reviews: 1, 2, 3, 4, 5, 6, 7)

“Used across most of the organization but some smaller/isolated sections still use other/local tools. Addresses the main ITSM areas namely, Incident, Request, Change, Problem, and Configuration/Asset.”Consultant in Information Technology, Airlines/Aviation, 1001-5000 employees

“We use the asset inventory for management and have it tied into the purchase order process.”Engineer in Information Technology, Construction, 1001-5000 employees

“When adding additional filters to a report that has already been created, that seems to create an issue with pulling information from the database correctly. We use SN for asset management, it can sometimes take a while for information to update.”Team Lead in Information Technology, Medical Devices, 10,001+ employees

About the Author

TrustRadius Insights
TrustRadius Product Guides are created by synthesizing user reviews to identify commonly discussed topics. These guides highlight common use cases, frequently used features, and more. While this is a beta feature, it is our mission is to provide you with the best information possible to make confident and trusted technology decisions. If you feel something is missing or incorrect, please let us know.

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