ServiceNow

4.5 (246)
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Enterprise IT service cloud solutions

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

ServiceNow Software - ServiceNow Field Service Automation
ServiceNow Software - ServiceNow Vendor Performance Management
ServiceNow Software - ServiceNow Software Development Lifecycle
ServiceNow Software - ServiceNow Service Catalog
ServiceNow Software - ServiceNow Resource Management
ServiceNow Software - ServiceNow Project Portfolio Management
ServiceNow Software - ServiceNow Problem Management
ServiceNow Software - ServiceNow IT Governance dashboard
ServiceNow Software - ServiceNow IT Cost Management dashboard
ServiceNow Software - ServiceNow Incident Management dashboard
ServiceNow Software - ServiceNow Change and Release Management
ServiceNow Software - ServiceNow Asset Management dashboard
ServiceNow Software - ServiceNow Configuration Management
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ServiceNow video
ServiceNow video
ServiceNow video
ServiceNow Software - ServiceNow Field Service Automation
ServiceNow Software - ServiceNow Vendor Performance Management
ServiceNow Software - ServiceNow Software Development Lifecycle
ServiceNow Software - ServiceNow Service Catalog
ServiceNow Software - ServiceNow Resource Management
ServiceNow Software - ServiceNow Project Portfolio Management
ServiceNow Software - ServiceNow Problem Management
ServiceNow Software - ServiceNow IT Governance dashboard
ServiceNow Software - ServiceNow IT Cost Management dashboard
ServiceNow Software - ServiceNow Incident Management dashboard
ServiceNow Software - ServiceNow Change and Release Management
ServiceNow Software - ServiceNow Asset Management dashboard
ServiceNow Software - ServiceNow Configuration Management

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ServiceNow

4.5 (246)
VS.
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Starting Price

US$100.00
month
£20.00
month

Pricing Options

Free version
Free trial
Free version
Free trial

Features

67
194

Integrations

No integrations found
26

Ease of Use

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Value for Money

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Customer Service

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Reviews

Overall rating

4.5 /5
(246)
Value for Money
4.2/5
Features
4.4/5
Ease of Use
4.2/5
Customer Support
4.3/5

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Showing 5 reviews of 246
Ewan
Ewan
Overall rating
  • 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 06/07/2017

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

Avinash
Overall rating
  • 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 17/04/2021

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

ArcSight

Reasons for Choosing ServiceNow

Its the flexiblity to use and enough support avilable

Switched From

ArcSight

Reasons for Switching to ServiceNow

This is SaaS and flexible and can easily chose the modules that we need.
John
Overall rating
  • Industry: Photography
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 1.0 /10

Service Now - IT Help Desk tool that is complicated

Reviewed on 12/10/2022

Very disappointed with this tool from an IT professional point of view. Much too complicated.

Very disappointed with this tool from an IT professional point of view. Much too complicated.

Pros

Easy incident or issue escalation. You are able to assign issues to individuals or to teams. This functionality was quite valuable.

Cons

Not intuitive for everyday use. As an IT professional, my team and I found it very difficult to use. Imagine being an everyday user that has to use this tool.

Soon Kit
Overall rating
  • Industry: Financial Services
  • 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

Very good IT service management tool

Reviewed on 05/04/2024

Excellent experience. LIcense is high, but you have piece of mind

Excellent experience. LIcense is high, but you have piece of mind

Pros

It has all you need for managing IT services, Tickets and incident management

Cons

License fees are high. Naturally to match the advanced features and good stability of the tool.

Earlie
Overall rating
  • 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 27/01/2020

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 Management

Reasons for Choosing ServiceNow

Phased out Lotus Notes to go SaaS

Reasons for Switching to ServiceNow

Service-Now's interface was easy to read even to our end users.
Showing 5 reviews of 246 Read all reviews

ServiceNow FAQs

Below are some frequently asked questions for ServiceNow.

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.

ServiceNow has the following typical customers:

201–500, 501–1,000, 1,001–5,000

ServiceNow supports the following languages:

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

ServiceNow supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

We do not have any information about what integrations ServiceNow has

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.