15 years helping British businesses
choose better software

What is ServiceNow?

With ServiceNow ITSM, you can consolidate your IT tools into a single data model to transform the service experience, automate workflows, gain real-time visibility, and improve IT productivity which enables you to switch your operational IT costs to strategic investments. ITSM accelerates your digital transformation and elevates user experiences with machine learning and AI powered chatbots. ITSM improves your IT productivity by 20+% with structured machine learning that automates routine tasks.

Who Uses ServiceNow?

ITSM space. This includes growing organizations of all sizes, in any industry.

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Reviews of ServiceNow

Average score

Overall
4.5
Ease of Use
4.2
Customer Service
4.3
Features
4.4
Value for Money
4.2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Brandon
Brandon
Press Assistant in US
Verified LinkedIn User
Information Technology & Services, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

I used ServiceNow in a Desktop Support Role

5.0 3 years ago

Comments: I used ServiceNow daily, almost hourly to be honest, as a Level 2 Desktop Support Agent. It replaced vFire which was getting slow and agonizing to work with. Tickets would come in and we would perform the work and move the ticket along and/or close it altogether depending on the job. I liked using it and felt it was very robust and powerful while still being nimble and problem free.

Pros:

ServiceNow is fast and issue free so long as it's setup correctly. The interface is simple and easy to understand. The learning curve, unlike older software, is practically nonexistent.

Cons:

Sometimes tasks can have subtasks that are nested so deeply that they can be missed on first glance. I wish the software had a simpler nesting system.

Terry
IT manager in Australia
Utilities, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

ServiceNow is very advanced tool but very expensive.

5.0 6 months ago

Pros:

ServiceNow is the leading ITSM tool in the market. It offers a comprehensive range of features and capabilities that can meet any business needs. It is constantly updated with new versions that bring more innovation and value to its customers.

Cons:

ServiceNow is not a cheap option when it comes to ITSM tools. It can be a significant expense for organizations that have limited budgets and need quick results. ServiceNow requires a long implementation process that involves multiple stages and customizations. It also demands a dedicated staff member to maintain and manage the tool effectively.

Verified Reviewer
Verified LinkedIn User
Hospital & Health Care, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

ServiceNow, an excellent solution

5.0 2 months ago New

Pros:

The customizability and integration options in ServiceNow are fantastic. Being able to link knowledge base, inventory systems, and ticketing systems in one stop is amazing.

Cons:

Some of the features seem to be a bit redundant and I'd prefer that the base software roughly stay the same instead of any unnecessary layering.

Mihir
Information Security Intern in US
Education Management, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Easy to setup but limited features

3.0 2 years ago

Comments: We use service now every time a change request needs to be raised our experience has been fine but the UI is very bad.

Pros:

It's easy to setup and has limited features without overwhelming the user

Cons:

The features are limited and UI is very bad

Zain
Zain
Support Team Lead in UK
Verified LinkedIn User
Information Technology & Services, 5,001–10,000 Employees
Used the Software for: 1+ year
Reviewer Source

Using Service Now as a Team Lead

5.0 3 months ago

Comments: Overall a great experince over the last year or so. My team have greatly loved this new tool and as a LM it has allowed me to focus alot more on metrics and making my team efficient.

Pros:

Dashboard and Reporting Ticket Management Customisation I am in the process of setting up automated ticket creations based on application alerts which will be fantastic.

Cons:

It takes a little time to get your head around the reporting element if you have multiple status's. You have to play with the data to get it spot on, but its fairly easy and you will get the hang of it quickly.