ServiceNow
About ServiceNow
ServiceNow is a platform-as-a-service provider of IT service applications. The company provide a range of pre-built ITSM products to automate and manage numerous IT enterprise services. Using the single software you can automate process and create custom applications to meet all your IT service needs. ServiceNow can be used for cloud and virtualization lifecycle management, change orchestration, infrastructure discovery and IT governance, among others. You can also use the software to report on all applications, as well as to generate reports on KPIs and benchmarking and create executive dashboards.
ServiceNow offers a wide selection of integrated IT service management tools and applications, each with multiple feature-sets and capabilities. The core products fall under 5 main categories: IT Service Automation Applications, Project Portfolio Management, IT Business Management, Shared Service Applications (for Facilities, Field Service and HR) and ServiceNow Express, an ITSM for enterprises of all sizes.
ServiceNow also offers a service automation platform to tailor existing applications, share information among applications or build custom applications. There is also a ServiceWatch product that helps to discover and map relationships between IT components and incidents, with dashboards giving real-time insight into the health of the business services. ServiceNow Discovery can be used to identify IP-enabled configuration items (CIs), map their interdependencies and export the data to the ServiceNow Configuration Management Database.
ServiceNow Express is the ITSM product for companies of all sizes and includes a range of features. The solution delivers end-to-end incident management with visual taskboards and tickets, priority setting, and asset and configuration monitoring. You can also generate reports on all business KPIs and metrics through dashboards, graphs and charts.
ServiceNow IT Service Automation Applications include asset management, change and release management, configuration management, incident, IT cost, and problem management, and a service catalog. ServiceNow Service Catalog helps to improve the customer experience by providing a customer-facing storefront for users to access self-help, submit IT requests, log issues and track progress.
Key benefits of ServiceNow
· IT Service Automation: One solution for asset management, change and release management, configuration management, incident management, IT cost management, problem management, and a service catalog.
· Custom Application Development: Build and deploy custom applications in days, integrate your existing apps and new apps, requires minimul to zero coding knowledge.
· Single Platform: Consolidate all your legacy apps into one single system to record all process and get actionable insight into all your IT. Send information among all your apps.
· Service Automation: Standardize service processes and implement automation to replace manual tasks. Create custom workflows, apps and forms.
· Project Portfolio Management: Offers complete project management, from planning and execution, to time management, task assignment and status tracking. Includes Demand Management, Resource Management, Software Development Lifecycle.
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Reviews
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- Industry: Information Technology & Services
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 9.0 /10
Using Service Now as a Team Lead
Reviewed on 2024-04-04
Overall a great experince over the last year or so. My team have greatly loved this new tool and as...
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.
- Industry: Insurance Software
- Company size: 10,000+ Employees
- Used Weekly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
One-Stop-Shop for Ticketing
Reviewed on 2024-08-15
Great experience with an intuitive tool that integrates with other enterprise systems and facilitate...
Great experience with an intuitive tool that integrates with other enterprise systems and facilitates task completion.
Pros
I liked that it integrated with the other systems we use like Salesforce and apparently Quick Base. Also, I liked seeing the tracking of comments made, updates to the ticket, questions, etc.. It provided a sequence of events and allowed for document attachment.
Cons
I had no real complaints; it worked as intended and is better than other "ticketing" tools that I have used.
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Great but UI could use improvements
Reviewed on 2023-08-24
Pros
Functionality where it can be used for onboarding/offboarding requests, software vetting, as well as Change Requests for our Change Management board
Cons
Interface can be cumbersome. Many different menus to navigate to then update your Service Now tickets
- Industry: Computer & Network Security
- Company size: 5,001–10,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Positive feedback
Reviewed on 2024-10-03
My overall experience with ServiceNow is positive, I enjoy working with it.
My overall experience with ServiceNow is positive, I enjoy working with it.
Pros
The most I like about ServiceNow, is that it is easy to use and easy to understand
Cons
The least I like about ServiceNow is that sometimes it takes more time to load, but I guess that is because of my PC
- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 10.0 /10
Good product but alot of features are paywalled
Reviewed on 2024-08-13
Pros
Very easy to use. Can be utilised with low knowledge on the application but also offers in-depth features that really benefit your service.
Cons
Not all features are available with the base packages, you need to buy more and more to unlock the full service
ServiceNow FAQs
Below are some frequently asked questions for ServiceNow.Q. What type of pricing plans does ServiceNow offer?
ServiceNow offers the following pricing plans:
- Starting from: US$100.00/month
- Pricing model: Free Version, Subscription
- Free Trial: Available
Subscription license based on IT process users, type of license and level of support needed. Contact ServiceNow directly for pricing information
Q. Who are the typical users of ServiceNow?
ServiceNow has the following typical customers:
201–500, 501–1,000, 1,001–5,000
Q. What languages does ServiceNow support?
ServiceNow supports the following languages:
Dutch, English, French, German, Italian, Japanese, Portuguese, Spanish
Q. Does ServiceNow support mobile devices?
ServiceNow supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does ServiceNow integrate with?
ServiceNow integrates with the following applications:
Azure Active Directory, BeyondTrust Remote Support, Bitbucket, Dynatrace, GitHub, IFTTT, JIRA Service Management, LogicMonitor, Microsoft 365, Microsoft SharePoint, PagerDuty, Pentaho, SAP S/4HANA Cloud, Salesforce Marketing Cloud, Slack, Splunk Enterprise, Tableau, Talend Data Integrity and Data Governance, Workato, Zapier, xMatters
Q. What level of support does ServiceNow offer?
ServiceNow offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat
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