What is ServiceNow?

IT service management solution designed to help growing IT organizations facilitate collaboration across teams to identify the root cause of problems and manage incidents to boost productivity. ServiceNow lets teams use AI-enabled virtual agents to use custom templates and manage requests related to common customer service and HR situations. Features of the platform include change and release management, predictive intelligence, and knowledge management.

Who Uses ServiceNow?

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

Where can ServiceNow be deployed?

Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Android (Mobile), iPhone (Mobile), iPad (Mobile)

About the vendor

  • ServiceNow
  • Located in Santa Clara, US
  • Founded in 2012
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Brazil, Canada, China, Germany and 5 others

Languages

Dutch, English, French, German, Italian and 3 others

ServiceNow pricing

Starting Price:

Not provided by vendor
  • Yes, has free trial
  • Yes, has free version

ServiceNow has a free version and offers a free trial.

About the vendor

  • ServiceNow
  • Located in Santa Clara, US
  • Founded in 2012
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Brazil, Canada, China, Germany and 5 others

Languages

Dutch, English, French, German, Italian and 3 others

ServiceNow videos and images

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ServiceNow video
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Compare ServiceNow pricing with similar products

ServiceNow

N/A
Free Version
Free Trial
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Free Trial

Features of ServiceNow

  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Tracking
  • Capacity Management
  • Change Management
  • Compliance Management
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Dashboard
  • Data Import/Export
  • Data Visualisation
  • IT Asset Management
  • IT Asset Tracking
  • IT Reporting
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • License Management
  • Macros/Templated Responses
  • Performance Monitoring
  • Problem Management
  • Relationship Mapping
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Status Tracking
  • Ticket Management
  • Version Control
  • Workflow Configuration
  • Workflow Management

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Reviews of ServiceNow

Average score

Overall
4.5
Ease of Use
4.2
Customer Service
4.3
Features
4.6
Value for Money
4.2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
57%
4
38%
3
5%
Kelsi N.
Kelsi N.
Accounting Project Manager in US
Verified LinkedIn User
Veterinary, 5,001-10,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Ultimate tool

5 2 months ago New

Comments: I personally love it. I know that it is hard to learn but I think it's a very valuable tool and will help our company grow and be the best it can be with the automation that ServiceNow allows.

Pros:

ServiceNow can do everything. I personally use it for project management, but our team uses it for ticket management, automated workflows. Our IT team uses it for asset management and ticketing. I've never found an all encompassing tool before.

Cons:

It's fairly complicated to learn. I am currently learning dashboards and the reporting feature is really hard. There isn't really good resources out there to learn it either.

Venkatesh R.
Lead consultant in US
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Effectively manage your ITSM

5 last month New

Comments: Great ITSM management through Service now product

Pros:

Service now is part and parcel of our ITSM system over the years. We have migrated from other vendors to Service now.Its very critical for IT enterprise to handle incidents, requests and to daily business as usual activities .Its also Critical for reporting metrics to management on a periodic basis. Service now also provides robust usage through Service now anywhere web interface. It just provides ease of use anywhere in a remote work setup for the larger team.

Cons:

Service now customer support can be improved.

Jeff N.
Desktop Support Specialist in US
Education Management, 10,000+ Employees
Used the Software for: 6-12 months
Reviewer Source

Alright for what it is

3 last week New

Comments: Not bad at all, would recommend to others looking for a ticketing system that works well.

Pros:

There wasn't a lot of extra stuff going on with it which made it straightforward and easy to sue off the start.

Cons:

The design of it just seemed bland compared to what else is out there.

Ashish V.
Solution Architect in Canada
Insurance, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Best software for ITSM management in IT world

5 2 months ago New

Comments: Service Now is best software for current ITSM needs in IT world. ITs easy to stabilize day t day ITSM needs and specially Assets and Incident management which can helpful to many companies to provide and set up effective resilient ITSM business model. It is very user friendly and no need to provide detailed education and training to users as its inf9rmation and educational videos are available on portals.

Pros:

It have Selfserve option like serviceNet and different ITSM modules where Users can select required option and go for their ITSM needs without struggling for technical team. It gives ability to user to create their own report and dashboards for better visualizations and daily reporting.

Cons:

It require VPN connection within company premise due to policies. Its difficult to manage it through mobile devices.

Verified Reviewer
Information Security Analyst in US
Verified LinkedIn User
Telecommunications, 5,001-10,000 Employees
Used the Software for: 1+ year
Reviewer Source

Streamlined IT Service Management Tool

4 8 months ago

Pros:

Easy to automate and has various features to prioritize tickets, handle priority tasks and support incidents. The biggest advantage is the ability to integrate with different systems such as Agiloft, JIRA, SecurityScorecard, CRM, etc. ServiceNow helps the implementing team to focus more on collaboration and process development rather than coding since it absolutely limits coding. It is also a well known enterprise GRC tool and has released a Vendor Module, which can be used in Source-to-Pay projects.

Cons:

ServiceNow is very expensive, which is a huge deterrent for small and mid-size companies to use its software. They don't do Proof of Concept (POC) in most cases, which forces teams to trust them purely based on the demos and their reputation.