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ServiceNow Review

ServiceNow
Our score: 7.1 User satisfaction: N/A

What is ServiceNow?

ServiceNow is a cloud-based IT solution for small businesses. The poweful IT management application can take care of every issue and IT process or operation. While the majority of the solutions provided by ServiceNow are geared toward large corporations, ServiceNow is specifically dedicated to enterprises with less than 1,000 employees.

That said, ServiceNow still runs on the company’s infrastructure, except it is a more scaled down platform which makes it a more manageable system for businesses with small IT departments. ServiceNow also comes with premium features including a configuration management database (CMDB), knowledge management which helps in automating manual operations and a self-service catalog.

Overview of ServiceNow Benefits

ServiceNow provides a conglomerate of IT features and support for small businesses and developing enterprises. The following are just some of the benefits the system brings to the table.

  • Know the status of your IT systems, networks, and software from a centralized, connected view.
  • Create intuitive and interactive dashboards and deliver reports based on specific metrics with just a push of the button.
  • Build a robust and detailed knowledgebase that provides quick answers, how-to content, and simple resolutions to common queries, as well as links to specific company information.
  • Delegate tasks and determine priorities in real time effortlessly.
  • Automated ticket routing helps provide users with fast resolutions to problems and issues.
  • The self-service portal function helps users become more productive and empowered.
  • Identify recurring IT issues and come up with effective solutions.

Overview of ServiceNow Features

  • Incident management
  • Change management
  • Problem management
  • Asset & configuration management
  • Service catalog
  • Knowledge management
  • Notifications
  • Escalations
  • Reporting
  • Service level management
  • Bi-directional email integration
  • LDAP synchronization
  • Live feed collaboration

ServiceNow Position In Our Categories

Because companies have unique business requirements, it is prudent that they avoid going for a one-size-fits-all, ideal business program. Having said that, it is futile to try to find such application even among sought-after software solutions. The reasonable thing to undertake can be to write down the varied vital aspects that require inspection including important features, pricing, technical skill competence of staff members, company size, etc. After which, you should conduct your research fully. Go over these ServiceNow analyses and look over each of the software options in your list in detail. Such detailed research ascertain you circumvent unfit software products and select the system that includes all the benefits you require business requires.

Position of ServiceNow in our main categories:

TOP 500

ServiceNow is one of the top 500 Project Management Software products

If you are considering ServiceNow it may also be sensible to examine other subcategories of Project Management Software collected in our base of B2B software reviews.

Enterprises have unique wants and requirements and no software application can be perfect in such a scenario. It is useless to try to find an ideal out-of-the-box software product that fulfills all your business wants. The wise thing to do would be to adapt the application for your specific needs, staff member skill levels, budget, and other factors. For these reasons, do not rush and invest in well-publicized leading systems. Though these may be widely used, they may not be the best fit for your particular requirements. Do your research, investigate each short-listed application in detail, read a few ServiceNow Project Management Software reviews, speak to the seller for explanations, and finally choose the app that offers what you want.

How Much Does ServiceNow Cost?

ServiceNow Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Contact ServiceNow for pricing details and more information about their product.

User Satisfaction

Positive Social Media Mentions 0
Negative Social Media Mentions 0

We realize that when you make a decision to buy Project Management Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and ServiceNow reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with ServiceNow. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac

Deployment

Language Support

  • English

Pricing Model

  • Quote-based

Customer Types

  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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ServiceNow Comparisons

ServiceNow user reviews

ServiceNow has great set of feature and provides great customer experience

Read full review >
Travis
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 03.10.2019 Company Size: More than 100 Employees Industry: Information Technology and Services

This is one of the best ticketing solution I have ever worked with

Read full review >
Florence
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 15.09.2019 Company Size: More than 100 Employees Industry: Health, Wellness and Fitness

ServiceNow is great tool and easy to use, the customization is smooth

Read full review >
Cheryl
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 15.09.2019 Company Size: More than 100 Employees Industry: Information Technology and Services

ServiceNow is easy to learn so you can use it for following tickets

Read full review >
Reginald
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 17.09.2018 Company Size: More than 100 Employees Industry: Apparel & Fashion

ServiceNow is great tool for driving ITSM maturity

Read full review >
Bertha
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.08.2018 Company Size: More than 100 Employees Industry: Mechanical or Industrial Engineering

What are ServiceNow pricing details?

ServiceNow Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Contact ServiceNow for pricing details and more information about their product.

What integrations are available for ServiceNow?

ServiceNow supports integrations with the following business systems and applications:

  • Altiris (version 6.5)
  • Google Maps
  • Google Custom Search
  • IBM Tivoli Netcool/OMNIbus
  • Incident
  • Microsoft
  • Microsoft SCOM
  • Verizon eBonding
  • Ariba
  • AT&T eBonding
  • BMC Remedy
  • Borland Starteam
  • CA Service Operations Insight (SOI) – POV
  • Centennial
  • CiscoWorks
  • Clarify
  • Dell AlertFind
  • Eloqua
  • EMC nLayers
  • EMC Smarts
  • EMC Smarts ADM
  • HDI Survey
  • HP OpenView Operations
  • HP OpenView ServiceDesk
  • HP Service Manager 7
  • IBM Tivoli Access Manager
  • IBM Tivoli Identity Manager
  • IBM Tivoli TEC
  • Incident
  • IBM WebSphere MQ
  • IFrames CMS
  • Interlink Business Enterprise
  • InTouch Notification System
  • Jira Proof of Concept
  • LANDesk MID Server
  • Logica (Remedy) Integration
  • Lotus Notes Domino
  • LPI Level Platforms
  • ManageIQ EVM
  • Manhattan Software CenterStone
  • Microsoft Biztalk (Getronics)
  • Microsoft Identity Integration Server (MIIS)
  • Microsoft Outlook
  • Nimsoft Integration
  • Novell eDirectory 6.5
  • Oracle Financials (ERP)
  • Oracle PeopleSoft
  • Salesforce.com
  • SAP
  • Sendmail
  • Sharepoint
  • Shibboleth
  • SilverBack
  • SSO – Digest Hash
  • SSO – PGP token
  • SSO – Web
  • WebMethods
  • Xing

ServiceNow average rating:

Average score
4.9/5 (7 user reviews)
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Cheryl

PROS: The tool is easy to customize and integrates well with other systems, I used other tools for ticket management but this one allows me to add a filed to the form/database, the customization of form has never been easier. I also managed to integrate ServiceNow with other 25 different tools and the process as well integrations work perfectly.

CONS: The one thing that I don’t like are the reporting capabilities of this platform. The “Performance Analytics” is complex system and requires separate licensing, it would be great if they could allow customization via JavaScript.

Reviewed 7 months ago

Read full review >

The least favorable review

Travis

PROS: With ServiceNow there is no need for using lot of app because it provides multi-channel access and web view. The tool is easy to use and you can even use its own mobile app so you can send new incident. It has good services and integration methods, and MuleSoft connector is great for rapid integrations. The web interface has clean and intuitive look and feel SaaS app so you don’t have to use standalone app. The process of identifying Configurable Instances and searching against assets is extremely useful.

CONS: The automatically generated ticket number is not send to everyone on original DL and this means that only the originator of incident request gets the ticket number. It would be great if apporval emails include ticket details instead of reading it into the system because it requires internet connection. And they could include some 3rd party apps so they can make the system even more useful.

Reviewed 6 months ago

Read full review >

More reviews from 7 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

ServiceNow has great set of feature and provides great customer experience

Read full review >
Travis
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 03.10.2019 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: With ServiceNow there is no need for using lot of app because it provides multi-channel access and web view. The tool is easy to use and you can even use its own mobile app so you can send new incident. It has good services and integration methods, and MuleSoft connector is great for rapid integrations. The web interface has clean and intuitive look and feel SaaS app so you don’t have to use standalone app. The process of identifying Configurable Instances and searching against assets is extremely useful.

CONS: The automatically generated ticket number is not send to everyone on original DL and this means that only the originator of incident request gets the ticket number. It would be great if apporval emails include ticket details instead of reading it into the system because it requires internet connection. And they could include some 3rd party apps so they can make the system even more useful.

What do you think about this review? Great Poor

This is one of the best ticketing solution I have ever worked with

Read full review >
Florence
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 15.09.2019 Company Size: More than 100 Employees Industry: Health, Wellness and Fitness

PROS: I used 3 different types of ticketing system but ServiceNow has one of the best interfaces that I’ve ever used. The other tools take even months to read up on instructions, learning to use the report and finding what you are searching for. This tool takes only a week working in order to understand how to add tickets and requests, pulling up time cards and reports. I find it easy to work with.

CONS: The templates are hard to use because they have lot of fields to select from and it is difficult to enter from scratch. And it is difficult to manually enter Categories and items. Also, creating incident is time-consuming if you look for specific category.

What do you think about this review? Great Poor

ServiceNow is great tool and easy to use, the customization is smooth

Read full review >
Cheryl
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 15.09.2019 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: The tool is easy to customize and integrates well with other systems, I used other tools for ticket management but this one allows me to add a filed to the form/database, the customization of form has never been easier. I also managed to integrate ServiceNow with other 25 different tools and the process as well integrations work perfectly.

CONS: The one thing that I don’t like are the reporting capabilities of this platform. The “Performance Analytics” is complex system and requires separate licensing, it would be great if they could allow customization via JavaScript.

What do you think about this review? Great Poor

ServiceNow is easy to learn so you can use it for following tickets

Read full review >
Reginald
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 17.09.2018 Company Size: More than 100 Employees Industry: Apparel & Fashion

PROS: ServiceNow is easy to use and user-friendly solution that can be used even by those who do not have IT skills. It allows you to create incident and updates easily. It is made for ITIL bases. Also, we are able to add the users to watch the tickets so we can track critical issues. I like that it sends the email to the users so they can continue interact through emails.

CONS: It would be helpful if they could make guide for users when they open a ticket by themselves. And what I don’t like is that I cannot easily fild old-closed tickets.

What do you think about this review? Great Poor

ServiceNow is great tool for driving ITSM maturity

Read full review >
Bertha
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.08.2018 Company Size: More than 100 Employees Industry: Mechanical or Industrial Engineering

PROS: ServiceNow provides efficient service management over the lifecycle of an incident. Starting from automatically engaging on-call team for priority incident to generating problem from the incident that becomes a Change. The IT can pass the work between tams and gather information they need and analyze th results so they can increase the customer satisfaction.

CONS: They could add some fundamental options for managing knowledge, because knowledge is one ITIL service that touches other services but ServiceNow doesn’t facilitate this in an intutive way.

What do you think about this review? Great Poor

This is great tool for supporting global user-base

Read full review >
Harvey
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 18.02.2018 Company Size: More than 100 Employees Industry: Insurance

PROS: I like that this tool is cloud based and exposes various webservices for support teams. It provides self service portals for end-users. It is a flexible tool and it allows you to use it for various types of services ranging from end-user inquiry to organization-change control procedures. The other thing that I like is the fact that provides real-time reports that shows current dashboard.

CONS: It takes time to add new field to request form, and I don’t know if there is a possibility to do data migration of service requests from other system.

What do you think about this review? Great Poor

I find this tool useful for our organization

Read full review >
Rose
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 10.01.2018 Company Size: 1-10 Employees Industry: Information Services

PROS: The tool comes with Workbench app that allow you to click and drag data and model management. I like its Data Cleansing feature because normalizes source data issues for vendor, cost center, account, location and etc. The data integration (CMDB, Asset, Incidents) create cost allocation metrics and these are extremely easy to set up. With PPM integration you can easily project costs and giving total cost in a single view. Also, it offers multiple models that allow modeling and strategic decision support analysis.

CONS: They could improve the reports but it is easy to create custom reports and dashboards within this product. When it comes to updating cost hierarchy it requires some effort in order to make it through the model.

What do you think about this review? Great Poor
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Reviewed By Jenny Chang
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