About ServiceNow

ServiceNow is an IT service management solution that provides asset management, change and release management, incident management, IT cost management and problem management. It caters to various industries, including financial services, healthcare, higher education, life sciences and the public sector. ServiceNow provides a self-service portal that lets users report and resolve issues and track progress. The system can also track financial, contractual and inventory details relating to hardware, software and virtual infrastructure. This solution offers a change calendar, impact calculator and collision detector for evaluating risks related to changes in IT configuration. With ServiceNow’s incident management capabilities, IT departments can capture incidents through the self-service portal, email, chat and phone. Problem management tools can help investigate the root causes of service disruptions, perform trend analyses and provide service configuration reviews to prevent future disruptions. ServiceNow also captures all the IT costs and presents them to stakeholders through reports and charts.
ServiceNow Software - Dashboard
ServiceNow Software - Admin panel
ServiceNow Software - Service management
ServiceNow Software - Help desk
ServiceNow video
ServiceNow Software - Dashboard - thumbnail
ServiceNow Software - Admin panel - thumbnail
ServiceNow Software - Service management - thumbnail
ServiceNow Software - Help desk - thumbnail

ServiceNow pricing

ServiceNow has a free version and offers a free trial.

Starting Price:
Not provided by vendor
Free Version:
Yes
Free trial:
Yes

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ServiceNow Reviews

Feature rating

Value for Money
4.2
Functionality
4.5
Ease of Use
4.1
Customer Support
4.3
5 reviews of 147 View all reviews
Brandon
  • Industry: Information Technology & Services
  • Company size: 1,001-5,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 14/02/2021

I used ServiceNow in a Desktop Support Role

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.

Victoria
  • Industry: Philanthropy
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
5

4
Reviewed on 12/10/2022

Using SNow since 2012

Considering how long I have been using the product, I find comfort in the fact that I know more on its capabilities so pay less attention to the limitations.

Pros

I like the scalability and possible capability to do more configuration and development for custom use.

Cons

The fact that I can not use SNow links for imbedding

Alternatives Considered

Zendesk Suite

Reasons for Switching to ServiceNow

It wasn't my decision when choosing the product at the time
John
  • Industry: Photography
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
3
Ease of Use
1
Customer Support
2

2
Reviewed on 12/10/2022

Service Now - IT Help Desk tool that is complicated

Very disappointed with this tool from an IT professional point of view. Much too complicated.

Pros

Easy incident or issue escalation. You are able to assign issues to individuals or to teams. This functionality was quite valuable.

Cons

Not intuitive for everyday use. As an IT professional, my team and I found it very difficult to use. Imagine being an everyday user that has to use this tool.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 5,001-10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

4
Reviewed on 27/09/2022

as a Project lead we customize and use this Product extensevely.

I love this Tool because of its ease of use of the tool.
The way they develop the feature is great.
KB and Articles for support documents are good.
ServiceNow Community is great Help and they resolve most of the Issue there the way the Technical person explain and presenation is good.

Pros

all the Modules that we used are ease to use.
Documentation is well maintained.
Easy to implement.
easy to track the changes for Admin Team.
Reporting Module is Great for BIz team.

Cons

Cost and Product Support.
Product road Map dates are not clear.

Alternatives Considered

Salesforce Sales Cloud and Wolken ServiceDesk

Reasons for Choosing ServiceNow

Less code development. more Drag and Drop features.

Reasons for Switching to ServiceNow

Ease of use and regular Product upgrade by the ServiceNow Product Team.
Louwrens
  • Industry: Financial Services
  • Company size: 5,001-10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
5
Ease of Use
4
Customer Support
0

5
Reviewed on 13/10/2022

ServiceNow really is simple awesome

Pros

ServiceNow really helps us to manage our customer and IT services from end-to-end. We make use of the ITSM, ITBM, IT Asset management, and CMDB features. Together all these features help us manage our clients, our services, and our assets.
There really is so much one can do with the software and once users start adopting this, it really makes such a big difference to how IT can assist the business. Even our other teams like finance started to use it as well now.

Cons

In terms of Backend Setup, ServiceNow does take some configuration to work really well, and this might not be an easy task for someone without previous experience.

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