ServiceNow

by ServiceNow

Who Uses ServiceNow?

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

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.

ServiceNow Details

ServiceNow

http://www.servicenow.com/

Founded 2012

Compare ServiceNow with similar products

Starting price

N/A
US$10,00/month
US$19,00/month
US$65,00/month

Free Version

Free Version Yes
Free Version Yes
Free Version Yes
Free Version No

Free Trial

Free Trial Yes
Free Trial Yes
Free Trial Yes
Free Trial Yes

ServiceNow deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Deployment

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

Training

  • Webinars
  • Documentation
  • Videos

ServiceNow Features

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Management
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Device Auto Discovery
  • Drag & Drop
  • Email Management
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • Impact Management
  • Incident Management
  • Inventory Management
  • Knowledge Base Management
  • License Management
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Relationship Mapping
  • Reporting & Statistics
  • Request Assignment
  • SSL Security
  • Scheduled / Automated Reports
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Widgets
  • Workflow Management

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  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Archiving & Retention
  • Asset Management
  • Audit Trail
  • Business Process Automation
  • Change Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Automation
  • Configuration Management
  • Cost Tracking
  • Customizable Reports
  • Customizable Templates
  • Data Aggregation and Publishing
  • Data Visualization
  • Document Management
  • Drag & Drop
  • File Management
  • Historical Reporting
  • IT Asset Tracking
  • IT Cost Management
  • Incident Management
  • Lifecycle Management
  • Monitoring
  • Patch Management
  • Policy Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Rules-Based Workflow
  • Sarbanes-Oxley Compliance
  • Scheduling
  • Search/Filter
  • Status Tracking
  • Support Ticket Management
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Template Management
  • Third Party Integrations
  • User Management
  • Version Control
  • Vulnerability Scanning
  • Workflow Management

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  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Audit Management
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  • Behavior-Based Acceleration
  • Capacity Management
  • Change Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Cross Reference System
  • Customizable Reports
  • Data Import/Export
  • Data Storage Management
  • Data Visualization
  • Device Auto Discovery
  • Diagnostic Testing
  • Event Logs
  • IT Asset Tracking
  • Import/Export Data
  • Incident Management
  • Inventory Management
  • JCL Management
  • Monitoring
  • Multi-Platform
  • Multi-User Collaboration
  • Performance Management
  • Power Management
  • Predictive Analytics
  • Prioritization
  • Purchasing & Receiving
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Role-Based Permissions
  • SSL Security
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  • Self Service Portal
  • Server Monitoring
  • Third Party Integrations
  • Uptime Reporting
  • Workflow Management

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  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
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  • Call Center Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
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  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Email Management
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
  • Prioritization
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
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  • Support Ticket Tracking
  • Surveys & Feedback
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  • Workflow Configuration
  • Workflow Management

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  • Barcode / Ticket Scanning
  • Change Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Email Management
  • IT Asset Tracking
  • Incident Management
  • Inventory Management
  • Inventory Tracking
  • Knowledge Base Management
  • Maintenance Management
  • Maintenance Scheduling
  • Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Task Management
  • Third Party Integrations
  • User Management
  • Workflow Management

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  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Audit Management
  • Audit Trail
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Customizable Branding
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Event Logs
  • IT Asset Tracking
  • IT Reporting
  • Incident Management
  • Inventory Management
  • Issue Auditing
  • Knowledge Management
  • License Management
  • Maintenance Scheduling
  • Monitoring
  • Patch Management
  • Performance Metrics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • SSL Security
  • Self Service Portal
  • Server Monitoring
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  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
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  • Asset Tracking
  • Audit Management
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  • Release Management
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  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
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  • Support Ticket Tracking
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  • Workflow Management

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ServiceNow Alternatives

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ServiceNow Reviews

Read all 80 reviews

Average score

Overall
4,5
Ease of Use
4
Customer Service
4,2
Features
4,5
Value for Money
4,2

Reviews by score

5
42
4
33
3
5

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1 000
  • >10 001
Brandon C.
Brandon C.
Press Assistant
Information Technology & Services, 1 001-5 000 Employees
Used the Software for: 6-12 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2021/02/14

"I used ServiceNow in a Desktop Support Role"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 2021/02/14
Avinash S.
Principal Program Management
Computer Networking, 10 000+ Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2021/04/17

"Best in Class ITSM tool"

Comments: This is one of the best ITSM tool. Aviable as SaaS and can be easily integrated with the SSO. Self service is a good feature . Its just the regular upgrades and getting the data/configuration missing from the tenants during the upgrade is a concern. No need to backup , high availability and best resiliency..this is one of the best ITSM tool in the market.

Pros: A brilliant ITSM tool and available as SaaS. The licensing mechanism is based on the fulfiller and approvers . The cost per licenses is a bit high for a fulfiller and hope service now can bring it down a bit.
The best modules are :-
Incident management , Change Management , Problem Management and CMDB.

Cons: The upgrades , every 6 months are something that always keeps us on our toes. secondly it Whatsapp and telegram can be integrated with service Now...

  • Reviewer Source 
  • Reviewed on 2021/04/17
Ryan W.
Analyst Developer
Telecommunications, 1 001-5 000 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 2021/07/29

"As Flexible as it is Functional"

Comments: We've been using ServiceNow for 5+ years and it has really transformed our Service Desk and Customer Service teams ability to work with the customer.

Pros: ServiceNow is such a user friendly product. Their out of the box modules require very little customization to get you up and running using a wide suite of available modules, there's not a lot ServiceNow can't do.

Cons: Over-customization can make upgrading time consuming but there are plenty of guides to assist you with this process.

  • Reviewer Source 
  • Reviewed on 2021/07/29
Verified Reviewer
Learning Management System Analyst
Hospital & Health Care, 10 000+ Employees
Used the Software for: 6-12 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
    Unrated
  • Value for Money
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 2020/02/25

"ServiceNow"

Pros: The software captures so many data points, therefore analytics and reporting present valuable information.

Cons: There are so many product areas that is can be hard to navigate, especially for areas that are not frequented often.

  • Reviewer Source 
  • Reviewed on 2020/02/25
Gajendra R.
Gajendra R.
IT Specialist
Information Technology & Services, 10 000+ Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2021/07/10

"Service Now Review"

Comments: For me it very good, specially the change.very easy to create change and follow up with the different parties.

Pros: Amazing tool for change incident and CMDB management. I am using this tool for change and incident and I found it best among the tools I used.
Design the too the way you want.
Very simple user interface and make process very easy. With any experience user can use this tool

Cons: Nothing as I am aware of as for me this is best and the way service now is improving , I have nothing what I can this as an improvement.

  • Reviewer Source 
  • Reviewed on 2021/07/10