Overall ServiceNow ITSM Reviews

Here's an unbiased review of ServiceNow ITSM. Discover how ServiceNow ITSM users rate its features, ease of use, customer support, and other aspects that contribute to its overall appeal.

4.6/5

Based on 16 Reviews

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Feature 4.7

Feature

Out of 5

Ease of use 4.4

Ease of use

Out of 5

Value for money 4.7

Value for money

Out of 5

Customer support 4.5

Customer support

Out of 5

Likelihood to recommend 78%

Likelihood to recommend

Out of 100%

ServiceNow ITSM Pros and Cons

"It is easy to assign the request to the relevant team."

"Increase efficiency, low cost, and can be configured with ease compared to other leading tools."

"Has all the features for effective workflows in different industry categories. Its quite an effective tool for managing and tracking issues and requirements."

"It is easy to assign the request to the relevant team."

"When it comes to Change Management."

"The UI is dated and needs an overhaul. Its quite bad in my opinion, and a ticket page can be long and verbose. Finding the exact issue at times can be difficult, lost in the useless meta information. The UI has to change."

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Showing 16 out of 16 Reviews

Hear directly from customers who have used ServiceNow ITSM. Read their experiences, feedback, and ratings to gain valuable insights into how this software has benefited their businesses.

Kanika G.

Used the software for : 2+ years

Company Size :51-200 employee

5.0

Feb 26, 2021

Verified via Business email.

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Review Source: Organic

Featuring the itsm tool

The ServiceNow tool is a ticketing system primarily used for handling incidents, access requests, problem management, and assigning those requests to the appropriate handling teams.

Feature 5

Feature

Out of 5

Ease of use 4

Ease of use

Out of 5

Value for money 5

Value for money

Out of 5

Customer support 5

Customer support

Out of 5

ServiceNow ITSM Mobile App Experience

1 2 3 4 5 6 7 8 9 10

ServiceNow ITSM After Sales Service Rating

1 2 3 4 5 6 7 8 9 10

What do you like best about ServiceNow ITSM?

It is easy to assign the request to the relevant team.

What do you dislike about ServiceNow ITSM?

It is easy to assign the request to the relevant team.

Do you think ServiceNow ITSM delivers value for the money spent?

Yes

Are you satisfied with ServiceNow ITSM features?

Yes

Did implimentation of ServiceNow ITSM was easy?

Not Sure

What features is ServiceNow ITSM currently missing?

Yes the workflow settlement should be easier

What other products like ServiceNow ITSM have you used or evaluated?

Service manager9 and remedy

How ServiceNow ITSM is better/different from its competitors?

As mentioned the assignation process is easier

Arjun S.

Used the software for : 2+ years

Company Size :51-200 employee

4.0

Jan 28, 2021

Verified via Business email.

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Review Source: Organic

User Friendly Ticketing Tool

ServiceNow is used worldwide as a ticketing tool that is user-friendly. It can be integrated with a wide variety of monitoring tools, providing an efficient way to resolve queries and leading to customer satisfaction.

Feature 4

Feature

Out of 5

Ease of use 5

Ease of use

Out of 5

Value for money 5

Value for money

Out of 5

Customer support 5

Customer support

Out of 5

ServiceNow ITSM Mobile App Experience

1 2 3 4 5 6 7 8 9 10

ServiceNow ITSM After Sales Service Rating

1 2 3 4 5 6 7 8 9 10

What do you like best about ServiceNow ITSM?

Increase efficiency, low cost, and can be configured with ease compared to other leading tools.

What do you dislike about ServiceNow ITSM?

When it comes to Change Management.

Do you think ServiceNow ITSM delivers value for the money spent?

Yes

Are you satisfied with ServiceNow ITSM features?

Yes

Did implimentation of ServiceNow ITSM was easy?

Yes

What features is ServiceNow ITSM currently missing?

Not found anything

What other products like ServiceNow ITSM have you used or evaluated?

Redmine, HPSME

How ServiceNow ITSM is better/different from its competitors?

Efficient,low cost and configuration can be done very easily

Ritwick H.

Used the software for : 1-2 years

Company Size :51-200 employee

3.0

Sep 26, 2020

Verified via Business email.

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Review Source: Organic

Service now is a good ticket tracking tool but design needs an overhaul

I have been using ServiceNow for the last three years, and I must say it is an excellent tool. However, the design needs an overhaul because the UI looks dated, and more features could be added. ServiceNow is an American software company based in Santa Clara, California, that develops a cloud computing platform to help companies manage digital workflows for enterprise operations.

Feature 4

Feature

Out of 5

Ease of use 2

Ease of use

Out of 5

Value for money 4

Value for money

Out of 5

Customer support 3

Customer support

Out of 5

ServiceNow ITSM Mobile App Experience

1 2 3 4 5 6 7 8 9 10

ServiceNow ITSM After Sales Service Rating

1 2 3 4 5 6 7 8 9 10

What do you like best about ServiceNow ITSM?

Has all the features for effective workflows in different industry categories. Its quite an effective tool for managing and tracking issues and requirements.

What do you dislike about ServiceNow ITSM?

The UI is dated and needs an overhaul. Its quite bad in my opinion, and a ticket page can be long and verbose. Finding the exact issue at times can be difficult, lost in the useless meta information. The UI has to change.

Do you think ServiceNow ITSM delivers value for the money spent?

Yes

Are you satisfied with ServiceNow ITSM features?

No

Did implimentation of ServiceNow ITSM was easy?

Yes

What features is ServiceNow ITSM currently missing?

Having a central point of file storage for important issues, tickets and workflows is required.

What other products like ServiceNow ITSM have you used or evaluated?

I have used JIRA which i feel is much better than service

How ServiceNow ITSM is better/different from its competitors?

Has all the features for effective workflows and processes for capturing requirements and tracking issues.

Manish R.

Used the software for : 2+ years

Company Size :51-200 employee

5.0

Sep 26, 2020

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Great Web Software

It's easy to understand and easy to use. It's also a good search engine for every ITSM incident or change request. Additionally, it is available on mobile devices, so we can monitor our requests 24/7. Overall, my experience is great.

Feature 5

Feature

Out of 5

Ease of use 5

Ease of use

Out of 5

Value for money 5

Value for money

Out of 5

Customer support 5

Customer support

Out of 5

ServiceNow ITSM Mobile App Experience

1 2 3 4 5 6 7 8 9 10

ServiceNow ITSM After Sales Service Rating

1 2 3 4 5 6 7 8 9 10

What do you like best about ServiceNow ITSM?

Its overall UI mail alert can also be customized by ourselves.

What do you dislike about ServiceNow ITSM?

Mobile software needs to be developed; sometimes it gets stuck in between.

Do you think ServiceNow ITSM delivers value for the money spent?

Yes

Are you satisfied with ServiceNow ITSM features?

Yes

Did implimentation of ServiceNow ITSM was easy?

Yes

What features is ServiceNow ITSM currently missing?

no

Jasmeet S.

Used the software for : 2+ years

Company Size :51-200 employee

5.0

Sep 14, 2020

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Review Source: Organic

Best ticketing tool in the market. Above all other running tools

I have been working in IT support for more than 9 years. I have been using this tool in different companies for 6 years, and I have not seen such an amazing one yet. I have also worked with BMC Remedy, MAP, and Clarify, but this tool is above all.

Feature 5

Feature

Out of 5

Ease of use 5

Ease of use

Out of 5

Value for money 5

Value for money

Out of 5

Customer support 5

Customer support

Out of 5

ServiceNow ITSM Mobile App Experience

1 2 3 4 5 6 7 8 9 10

ServiceNow ITSM After Sales Service Rating

1 2 3 4 5 6 7 8 9 10

What do you like best about ServiceNow ITSM?

Everything is clearly visible on a single page. Updating a ticket and sending a note to the user is so easy.

What do you dislike about ServiceNow ITSM?

I believe there are a few features that should be in the navigation panel rather than going into the feature and then getting into that particular setting.

Do you think ServiceNow ITSM delivers value for the money spent?

Yes

Are you satisfied with ServiceNow ITSM features?

Yes

Did implimentation of ServiceNow ITSM was easy?

Not Sure

What features is ServiceNow ITSM currently missing?

I don't think there is any feature which I am thinking of and it's not there

What other products like ServiceNow ITSM have you used or evaluated?

I have used BMC Remedy, cisco map, orange clarify

How ServiceNow ITSM is better/different from its competitors?

Simple, easy, faster than others, customisable

Tanmay K.

Used the software for : 2+ years

Company Size :51-200 employee

4.0

Sep 14, 2020

Verified via Business email.

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Review Source: Organic

Overall Ticketing Experience

Great tools for creating tickets and change tasks, with the best features and easy to understand. Lots of tabs to get clarity on the purpose of work, and a place to attach and develop a knowledge base for better understanding.

Feature 4

Feature

Out of 5

Ease of use 5

Ease of use

Out of 5

Value for money 5

Value for money

Out of 5

Customer support 4

Customer support

Out of 5

ServiceNow ITSM Mobile App Experience

1 2 3 4 5 6 7 8 9 10

ServiceNow ITSM After Sales Service Rating

1 2 3 4 5 6 7 8 9 10

What do you like best about ServiceNow ITSM?

Automated workflow, features, tabs, copy-paste, etc.

What do you dislike about ServiceNow ITSM?

System glitch when new automated workflow is added, reloading to old page instead of current page.

Do you think ServiceNow ITSM delivers value for the money spent?

Yes

Are you satisfied with ServiceNow ITSM features?

Yes

Did implimentation of ServiceNow ITSM was easy?

Not Sure

What features is ServiceNow ITSM currently missing?

Mobile app support is not that good, it needs stability.

What other products like ServiceNow ITSM have you used or evaluated?

NA

How ServiceNow ITSM is better/different from its competitors?

NA

Tanmay

Used the software for : 2+ years

Company Size :51-200 employee

5.0

Aug 07, 2020

Verified via Business email.

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Review Source: Organic

ServiceNow ITSM has transformed our workflow! It's intuitive, efficient, and has significantly reduced our response times. The user-friendly interface makes it a joy to use daily. Highly recommend!

Feature 5

Feature

Out of 5

Ease of use 5

Ease of use

Out of 5

Value for money 5

Value for money

Out of 5

Customer support 5

Customer support

Out of 5

Saloni S.

Analyst

Used the software for : More than 1 year

Company Size :10,001+ employees

5.0

Aug 07, 2020

Verified via Business email.

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Review Source: Organic

service now IT service management

It is a good tool to manage all the tickets, changes, and problems on one platform. It is suitable for both the customers and the staff who are managing IT-related issues. Moreover, we can manage all the tickets on one platform and generate reports directly by exporting to Excel.

Feature 5

Feature

Out of 5

Ease of use 5

Ease of use

Out of 5

Value for money 5

Value for money

Out of 5

Customer support 5

Customer support

Out of 5

What do you like best about ServiceNow ITSM?

There is a drop-down panel that makes it easy to use and search for any IT tickets and problems raised by the customer.

What do you dislike about ServiceNow ITSM?

It is slow and takes more time to go from one window to another.

Ranjan

Security Analyst

Used the software for : More than 1 year

Company Size :10,001+ employees

5.0

Jul 31, 2020

Verified via Business email.

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The reviewer either uploaded a screenshot or invoice of the last billing, confirming their status as a current user of the software.

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Review Source: Organic

Awesome ticketing tool

It is a ticketing tool that keeps customers and users on the same page. We can define the entire ITIL process with a lot of customization. Every IT company uses it. Change management, problem management, request management, and incident management are all on the same page.

Feature 5

Feature

Out of 5

Ease of use 4

Ease of use

Out of 5

Value for money 5

Value for money

Out of 5

Customer support 4

Customer support

Out of 5

What do you like best about ServiceNow ITSM?

Built-in template, customization

What do you dislike about ServiceNow ITSM?

So many steps to choose a ticket.

Kanika G.

Senior Analyst

Used the software for : More than 1 year

Company Size :10,001+ employees

5.0

Jul 28, 2020

Verified via Business email.

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Review Source: Organic

Ticketing tool

This tool is amazing for reporting IT issues and makes it easy for the resolving person to view them, allowing for quick resolutions. The design is user-friendly and includes all the required configuration items. It is used to resolve incidents, requests, and problems, and can be utilized at every level of the organization.

Feature 5

Feature

Out of 5

Ease of use 5

Ease of use

Out of 5

Value for money 5

Value for money

Out of 5

Customer support 5

Customer support

Out of 5

What do you like best about ServiceNow ITSM?

Easy ticket creation and solving for reporting issues

What do you dislike about ServiceNow ITSM?

The SLA-designed notifications are sometimes missed.

Sanyam

Used the software for : 2+ years

Company Size :51-200 employee

5.0

Jul 27, 2020

Verified via Business email.

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Review Source: Organic

ServiceNow ITSM has transformed our workflow! It's intuitive, efficient, and has significantly reduced our response times. The user-friendly interface makes it a joy to use daily. Highly recommend!

Feature 5

Feature

Out of 5

Ease of use 5

Ease of use

Out of 5

Value for money 5

Value for money

Out of 5

Customer support 5

Customer support

Out of 5

Ajay N.

Used the software for : 2+ years

Company Size :51-200 employee

5.0

Jul 26, 2020

Verified via Business email.

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Review Source: Organic

ServiceNow ITSM has transformed our workflow! It's intuitive, efficient, and has significantly reduced our response times. The user-friendly interface makes it a joy to use daily. Highly recommend!

Feature 5

Feature

Out of 5

Ease of use 5

Ease of use

Out of 5

Value for money 5

Value for money

Out of 5

Customer support 4

Customer support

Out of 5

Daniel B.

Used the software for : 2+ years

Company Size :51-200 employee

4.0

Jul 16, 2020

Verified via Business email.

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Review Source: Organic

ServiceNow ITSM has transformed our workflow! It's intuitive, efficient, and has significantly reduced our response times. The user-friendly interface makes it a joy to use daily. Highly recommend!

Feature 5

Feature

Out of 5

Ease of use 3

Ease of use

Out of 5

Value for money 3

Value for money

Out of 5

Customer support 5

Customer support

Out of 5

Sanbed P.

Release Lead

Used the software for : More than 1 year

Company Size :10,001+ employees

4.0

Jul 14, 2020

Verified via Business email.

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Review Source: Organic

ServiceNow a good ticketing tool

ServiceNow is a good ticketing tool, but it has an old-school interface.

Feature 4

Feature

Out of 5

Ease of use 4

Ease of use

Out of 5

Value for money 5

Value for money

Out of 5

Customer support 3

Customer support

Out of 5

What do you like best about ServiceNow ITSM?

Everything is under one umbrella and connected to each other.

What do you dislike about ServiceNow ITSM?

Complex design and outdated interface

Suvojit D.

Used the software for : 2+ years

Company Size :51-200 employee

5.0

Jul 01, 2020

Verified via Business email.

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Review Source: Organic

ServiceNow ITSM has transformed our workflow! It's intuitive, efficient, and has significantly reduced our response times. The user-friendly interface makes it a joy to use daily. Highly recommend!

Feature 5

Feature

Out of 5

Ease of use 4

Ease of use

Out of 5

Value for money 4

Value for money

Out of 5

Customer support 4

Customer support

Out of 5

Venkata

Used the software for : More than 1 year

Company Size :10,001+ employees

4.0

Jun 16, 2020

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Good experience for Development perspective but there are quite a few limitations

Good, but it needs some improvement to provide flexibility for developers. ServiceNow does not offer certain variable types, such as a hierarchical view for checkboxes, and it is difficult to create a custom script. Even when a custom script is created, it sometimes does not work properly.

Feature 4

Feature

Out of 5

Ease of use 4

Ease of use

Out of 5

Value for money 4

Value for money

Out of 5

Customer support 5

Customer support

Out of 5

What do you like best about ServiceNow ITSM?

From the last few versions, like Kingston, London, New York, Madrid, and Orlando, they have been introducing new features required for new-age businesses to better manage their services.

What do you dislike about ServiceNow ITSM?

Flexibility

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