ServiceNow
About 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.
Key benefits of ServiceNow
· 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.
Images
Not sure about ServiceNow?
Compare with a popular alternative
Starting Price
Pricing Options
Features
Integrations
Ease of Use
Value for Money
Customer Service
Alternatives
Salesforce Sales Cloud
Jira
ArcSight
TOPdesk
Reviews
Already have ServiceNow?
Software buyers need your help! Product reviews help the rest of us make great decisions.
- Industry: Management Consulting
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Top Dog among Service Management Suites
Reviewed on 6/7/2017
An extremely robust platform with customization galore and full features comes at a cost but with...
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
- Industry: Computer Networking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Best in Class ITSM tool
Reviewed on 17/4/2021
This is one of the best ITSM tool. Aviable as SaaS and can be easily integrated with the SSO. Self...
This is one of the best ITSM tool. Aviable as SaaS and can be easily integrated with the SSO. Self service is a good feature .
Its just the regular upgrades and getting the data/configuration missing from the tenants during the upgrade is a concern.
No need to backup , high availability and best resiliency..this is one of the best ITSM tool in the market.
Pros
A brilliant ITSM tool and available as SaaS. The licensing mechanism is based on the fulfiller and approvers . The cost per licenses is a bit high for a fulfiller and hope service now can bring it down a bit.
The best modules are :-
Incident management , Change Management , Problem Management and CMDB.
Cons
The upgrades , every 6 months are something that always keeps us on our toes. secondly it Whatsapp and telegram can be integrated with service Now...
Alternatives Considered
ArcSightReasons for Choosing ServiceNow
Its the flexiblity to use and enough support avilableSwitched From
ArcSightReasons for Switching to ServiceNow
This is SaaS and flexible and can easily chose the modules that we need.- Industry: Education Management
- Company size: 1,001–5,000 Employees
- Used Weekly for 1+ year
-
Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 3.0 /10
A review of ServiceNow
Reviewed on 9/8/2022
Pros
How easy it is to split tasks among other team members when your department may not be the core department.
Cons
This is a very difficult piece of software to use, to be fair. Compared to competitors, there seems to be a lot that can be done in this but there's a very real requirement in training involved. When we were set up with this product, we hardly received that. It made the implementation rocky, at best.
- Industry: Retail
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
More than a Ticketing System
Reviewed on 27/1/2020
I enjoyed Service Now and believe it's the best ticketing system tool out there.
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.
Alternatives Considered
JIRA Service ManagementReasons for Choosing ServiceNow
Phased out Lotus Notes to go SaaSReasons for Switching to ServiceNow
Service-Now's interface was easy to read even to our end users.- Industry: Computer Software
- Company size: Self Employed
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Best Ticketing tool for IT Helpdesk
Reviewed on 13/9/2021
I was utilizing ServiceNow daily, as a Level 1 support executive. We can easily customize the...
I was utilizing ServiceNow daily, as a Level 1 support executive. We can easily customize the dashboard according to our choice. Exceptionally simple to create change requests. I loved utilizing it and felt it was incredible.
Pros
It was simple and easy to understand. User friendly. Easy to customize the dashboard. We can keep track of tickets according to the ticket status, which made my life easier. It is the best tool for maintaining incidents, SCTasks, change requests, and organizing work. We can have the history of work done.
Cons
New clients should be situated on the most proficient method to explore through this device since it is very confusing to clients from the beginning.
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: Free Version, 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. Who are the typical users of ServiceNow?
ServiceNow has the following typical customers:
201–500, 501–1,000, 1,001–5,000
Q. What languages does ServiceNow support?
ServiceNow supports the following languages:
Dutch, English, French, German, Italian, Japanese, Portuguese, Spanish
Q. Does ServiceNow support mobile devices?
ServiceNow supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does ServiceNow integrate with?
We do not have any information about what integrations ServiceNow has
Q. What level of support does ServiceNow offer?
ServiceNow offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for ServiceNow.
