What is ServiceNow?
Pros from reviewers
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Customizable dashboards: ServiceNow allows users to design their own dashboards to effectively monitor their queues, simplifying tasks like distributing work, prioritizing tasks, and planning change activities
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Email integration and ticket tracking: ServiceNow offers excellent ticket tracking across diverse organizations and its email integration simplifies user interactions, making it easier to manage tickets and service requests.
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Unified ITIL management: ServiceNow encompasses all ITIL aspects related to incident, problem, and change management, making it a comprehensive tool for IT service management
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Robust reporting capabilities: The software's inherent reporting capabilities, enhanced by its API and backend, make it indispensable for generating visually attractive reports
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Wide range of customer management features: ServiceNow CSM provides a wide range of features for customer management, making it a user-friendly and highly adaptable tool for managing thousands of cases daily
Cons from reviewers
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Complexity and steep learning curve: ServiceNow's complexity can make simple tasks challenging and the learning curve is steep. For example, conducting simple searches isn't straightforward and often requires referring to the documentation
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Poor query function: The query function in ServiceNow is not user-friendly and lacks a helpful built-in help function, examples, or documentation. It requires a lot of patience and time to get accurate results
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Interface and search function improvements needed: The user interface could be simplified and common functions should be more accessible. The search function could also be improved, especially for users who don't heavily interact with the system
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Lack of tools for managing updates and builds: ServiceNow is found lacking in tools necessary for managing updates and builds, especially in large corporations with multiple subsidiaries. This limitation requires managing these builds outside of ServiceNow and updating them once completed.
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Over-customization issues: While ServiceNow is highly customizable, if not managed correctly or over-customized, it can quickly render the standard upgrade path unmanageable
Main features
Starting Price
Free Plan
Automation and workflow
Self-service knowledge base
Reporting and analytics
Asset management
Multichannel support
Starting Price
N/A
Free Plan
No
Automation and workflow
Self-service knowledge base
Reporting and analytics
Asset management
Multichannel support
How ServiceNow compare to similar software?
Product
Price
N/A
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
No available deal at the moment
Freshservice offers a more affordable and user-friendly ticket management system that is particularly suitable for small to medium-sized organizations. It provides basic ticket management capabilities that allow IT teams to efficiently handle and resolve customer requests and incidents. In terms of reprts, the platform focuses on simplicity making it easy to access the needed data, with predefined reports and dashboards. Moreover, the powerful API that Freshservice offers, enables creation of customized integrations despite the fact it offers integration options with popular aplications like Slack, Teams, Google Calendar, etc. Such integrations are offered through a separate tab within the platform. Finally, the pricing model offered is pretty straightforwad and includes core ITSM capabilities. You have the option of trialing the platform for free, before you decide to commit to longer term.
ServiceNow, on the other hand, offers a comprehensive system for managing tickets that...
ServiceNow
All-in-one enterprise service management software
Freshservice
Intelligent, flexible and intuitive ITSM software
90% off the Pro plan for 1 year on Freshservice
Save up to $100,000
The two customer relationship management tools, Zendesk and ServiceNow, are highly relevant. Each has its own strengths and weaknesses, but both are highly effective at tracking and managing different customer requests. However, we can identify not one, but two main differences between these platforms. The first difference is the target audience. Each tool is designed for a different type of business. The other difference lies in the main objective of the software. For example, ServiceNow's approach is that of an ITSM tool, whereas Zendesk is geared towards an ITIL approach.
Firstly, it all depends on the size of your business. Start-ups or medium-sized businesses looking above all to rapidly improve their customer service are well advised to choose Zendesk. The software solution offers flexible pricing plans that can be adapted to your needs and the growth of your business. ServiceNow, on the other hand, prefers to target medium-sized and large businesses. They will be able to take...
ServiceNow
All-in-one enterprise service management software
Zendesk
Create a customer success support suite that is accessible and available to your customers at all times.
Who is ServiceNow best for according to our reviewers?
IT Admins/Engineers: ServiceNow offers a unified environment for managing tickets, requests, incidents, problems, and changes. It has inherent reporting capabilities and allows for the design of custom dashboards to monitor queues
Third-Party IT Vendors: ServiceNow can be used to track minor IT issues and updates, but may lack tools for managing updates and builds in large corporations. It offers features like topic searches, ticket and service request customization, and report creation
Customer Service Executives: ServiceNow's Customer Service Management tool is user-friendly and adaptable, capable of handling thousands of cases daily. It provides a wide range of features for customer management, but needs careful management to avoid over-customization
Large Organizations: ServiceNow is excellent for tracking tickets across a diverse organization and its email integration simplifies user interactions. However, assigning tickets within a large organization can be challenging and the search function could be improved
IT Experts: ServiceNow's query function may be difficult for non-experts to use, but it could be suitable for IT experts who have the patience and knowledge to get accurate results.
ServiceNow Reviews
4.1
ServiceNow rating
4.1
Ease of use
4.3
Customer service
4.2
Value for money
4.2
Likelihood to recommend
4.5
Features
19 ServiceNow Reviews
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Ursa M
The Invaluable Role of ServiceNow's CMDB in IT Infrastructure Management
As a system administrator, I find the configuration management database (CMDB) in ServiceNow invaluable. It helps us maintain an up-to-date inventory of our IT infrastructure
August 11, 2024
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Jacob Brown
Received Respectful Treatment as a Contractor at ServiceNow
I'm rating my overall experience at ServiceNow with five stars due to its respectful and decent work environment, even though I was on contract. However, I'm giving it three stars for the lack of clear vision regarding my project, which led me to seek full-time employment elsewhere.
August 3, 2024
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Douglas Smith
Exceptional Car Care Experience with ServiceNow
I had the opportunity to entrust my car to ServiceNow for a couple of days. To my surprise, they performed a thorough check and carried out some additional work which I hadn't anticipated. When I received the bill of £39, I was initially taken aback, but then I realized the value of the comprehensive service they provided. I would definitely recommend ServiceNow to my friends and family - it's a worthwhile investment in your vehicle's longevity!
July 27, 2024
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Ralph W
Efficient Problem Management: Proactive Solutions for Incident Prevention
The problem management feature is excellent. It helps us proactively identify problems and prevent incidents from recurring
July 20, 2024
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Daniel D
Intuitive User Interface for Easy Navigation
The user interface is intuitive and easy to navigate, making it simple for even our less tech-savvy team members to use effectively
July 14, 2024
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Charlotte S
Disappointing User Experience with ServiceNow
My overall experience with ServiceNow has been somewhat mixed, possibly due to using it through a third-party IT vendor, Cognizant. I've been using it for about a year to track minor IT issues and updates to our website and ERP system. However, I find it lacking in tools necessary for managing updates and builds, especially in large corporations with multiple subsidiaries. Because of these limitations, we had to manage these builds outside of ServiceNow and update them once completed. I believe a system like JIRA, which allows for easy assignment of issues for QA testing and reopening of tickets, would be more suitable. On the upside, ServiceNow does offer features like topic searches, ticket and service request customization, and report creation if you have developer access. It also sends email confirmations when tickets are updated and allows for image and video uploads. However, it does have several drawbacks.
July 7, 2024
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Frank J
An Unforgettable Experience with ServiceNow's Proactive Communication
My experience with ServiceNow was truly noteworthy! In a span of just 4 hours, they sent me an impressive 696 emails. This level of engagement was so high that it even tested the limits of our ticketing system. It's clear that ServiceNow is a company that is incredibly proactive in their communication. They certainly know how to make their presence felt and keep you updated!
July 1, 2024
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Hollis D
Enhancing Employee Experience: The Power of Service Catalog
The service catalog is a great feature that allows us to provide a wide range of services to our employees in a structured manner
June 23, 2024
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Juan Jones
Exceptional Reporting in ServiceNow
The reporting feature in ServiceNow is exceptional. It provides detailed insights that help us make data-driven decisions
June 18, 2024
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Deborah R
Standout Feature: Effective Change Management Module for Reduced Disruptions
The change management module is another standout feature. It ensures that all changes are recorded, evaluated, and approved, reducing the risk of unintended disruptions
June 9, 2024
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Denise B
ServiceNow: Enhancing Project Management Transparency and Efficiency
As a project manager, I appreciate the transparency and visibility ServiceNow provides. It allows me to track progress and manage resources efficiently
June 3, 2024
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Gary Martinez
Versatile Ticketing Tool with Room for Development
The tool is useful for service-based organizations, but it needs enhancements as there are other ticketing tools with better features. It offers a good platform for creating and storing knowledge articles, which any organization can easily adopt. However, the user interface needs to be improved and there should be better tracking of comments from both the user and the agent. I switched to ServiceNow Customer Service Management because Zendesk has a superior user interface and it tracks issue progress more systematically, ensuring ticket quality.
May 27, 2024
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Willie F
Automation: A Game-Changer for Workflow Productivity
its ability to streamline our workflow has significantly improved our productivity. The automation feature, in particular, has been a game-changer
May 19, 2024
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Emily R
Exploring the Potential and Complexity of ServiceNow: A Perspective
ServiceNow is an intriguing software that presents a unique challenge for my company's IT department to configure. It's impressive how it incorporates 34 ITIL 4 management practices, which I believe could be streamlined to 3 or 7 for a more focused approach. This could open up an exciting opportunity for a comprehensive reprogramming. I appreciate the complexity and potential of this software. Thanks for taking the time to consider my perspective!
May 13, 2024
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Gis D
Comprehensive Solution with ServiceNow
I use ServiceNow CSM as my primary customer service tool, as it enables me to manage thousands of cases daily, a task I found difficult with other applications. ServiceNow CSM provides a wide range of features for customer management and is user-friendly and highly adaptable. However, its customization ease can also be a downside. If not managed correctly or over-customized, it can quickly render the standard upgrade path unmanageable. I switched to ServiceNow Customer Service Management from Dynamics because the latter couldn't handle the level of customization my business required.
May 5, 2024
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Bowie G
Enhanced Response Time: The Impact of the Incident Management Module
The incident management module has significantly improved our response time. We can now identify, analyze, and resolve incidents faster than ever before
April 27, 2024
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John Davis
ServiceNow: A Robust IT Tool
As an IT professional, I find ServiceNow to be a robust and comprehensive tool
April 21, 2024
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Isaias D
Exploring the Challenges and Rewards of ServiceNow's Query Function
I absolutely love the challenge that the query function in ServiceNow presents! It's not your typical user-friendly interface, but rather a unique platform that encourages you to delve deeper and explore. The lack of a built-in help function, examples, or documentation, while initially daunting, actually pushes you to think outside the box and develop your problem-solving skills. It's like a thrilling puzzle, a pseudo query script that keeps you on your toes. Yes, it does require a bit of patience and time to get accurate results, but the sense of achievement when you do is unparalleled. I firmly believe it's a fantastic tool for IT experts who love to push their boundaries!
April 14, 2024
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Yvette
Abundance of Features, Abundance of Complexity
As a user, I find ServiceNow works well for managing tickets assigned to me. However, assigning tickets to others in a large organization can be difficult, especially if I'm unfamiliar with their team. The search function could be improved, especially for users like me who don't heavily interact with the system. On the positive side, it's excellent for tracking tickets across a diverse organization and its email integration simplifies user interactions. The software's complexity can make simple tasks challenging and the learning curve is steep. For example, conducting simple searches isn't straightforward. If I close a ticket, I often need to refer to the documentation to search for that ticket again. I appreciate the highly customizable views as they allow me to adjust the system to my work habits. However, the interface could be simplified and common functions should be more accessible. The way my organization has implemented and customized the interface may contribute to these issues.
April 13, 2024
