ServiceNow Express Features

ServiceNow Express

Cloud-based IT service management software

4.12/5 (17 reviews)

ServiceNow Express Feature Summary

  • Approval process automation
  • Automated email notifications
  • Drag-and-drop task management
  • Real-time task updates
  • Priority setting
  • Ticket assignment automation
  • Categorized knowledge base
  • Automated request routing
  • Configurable assignment rules
  • IT asset tracking
  • Real-time dashboards
  • Live data reporting
  • Ad hoc reporting
  • Customizable forms
  • Change request automation
  • Status updates
  • Visual task boards
  • Kanban boards
  • Self-service portal
  • Service catalog
  • Configurable prompts
  • Scheduled network scans

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (137 other apps)
Activity Dashboard (59 other apps)
Automatic Notifications (63 other apps)
CRM Integration (54 other apps)
Chat (136 other apps)
Contact History (55 other apps)
Customizable Branding (57 other apps)
Email Integration (62 other apps)
Instant Messaging (71 other apps)
Knowledge Base (85 other apps)
Monitoring (58 other apps)
Multi-Channel Communication (59 other apps)
Prioritizing (53 other apps)
Real Time Monitoring (48 other apps)
Reporting & Statistics (71 other apps)
Social Media Integration (57 other apps)
Surveys & Feedback (60 other apps)
Third Party Integration (71 other apps)
Ticket Management (50 other apps)
Workflow Management (47 other apps)

Competitor Feature Comparison

ServiceNow Express Feature Reviews

14 reviewers had the following to say about ServiceNow Express's features:

Anonymous
(Internet company, 1001-5000 employees)

ServiceNow Review

2018-03-15

Speed to implement. Ability to build customized application

Pros

Good configuration management tools Great for servicedesk management Run in the cloud Can add attachments [to tickets].

Cons

Massive and at times confusing interface The knowledge editor is clunky and time consuming

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
( company, 11-50 employees)

One of the best ITSM solutions ever!

2018-03-29

Pros

All you need to work, ITIL compliance, Dashboards, Reports, Asset Management, Incident, Problem, Change Management, integration with 3rd parties solutions.

Cons

This version of ServiceNow is not longer available in the market, and has been replaced by a new version more complete and accurate named SERVICENOW IT SERVICE MANAGEMENT.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Martha Szylberg

Service now Uttar

2014-10-31

Pros

Automatic workflow and notifications to keep tickets moving through the process.

Cons

Hard to figure out how to create a ticket. It's not obvious that you need to change the default ticket title.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

5/10

Recommendations to others considering ServiceNow Express

Users want solutions, not barriers. Find a system with good usability and visibility into the status of their requests.

Source: Software Advice
Helpful?   Yes   No
Read more
Balu Saki

Best ticketing toll in market

2018-02-09

Best in market in terms of ticketing tool

Pros

The inflow of the incidents and service requests can be easily managed and easy to log them.

Cons

Coming to reports and time lag, there is something that needs to be improved more.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Swati Shukla

We use it for support tickets

2018-05-31

Pros

Support tickets are easy to track and resolution is bit faster, well maintained and it is a mail less communication.

Cons

There are lot of categories in incident filing which may not be usable. Right now its replaced with new name

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Josh Goldsborough

A good product overall

2014-11-20

Pros

Some of the scrum/agile tools are nice to use. The ability to manage backlogs and releases was quite nice.

Cons

Some of the interface around managing tickets can be hard to navigate.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

8/10

Recommendations to others considering ServiceNow Express

Make sure you think through how you will manage your users and the groups they're in. The tool is good about letting you manage that, but you still have to think through what you're going to do. Otherwise it will be work to fix it later.

Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

My company uses servicenow for support tickets

2018-05-21

Pros

It's pretty easy to use and it seems to allow my support requests to get answered quicker than using email

Cons

This may be more specific to my company but there are way too many categories to search from so trying to figure out how to submit a correct ticket can be confusing and lead to requests going unanswered.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Other

Source: Capterra
Helpful?   Yes   No
Read more
Daidre Fanis

ServiceNow Express

2016-10-05

We're now in the process of upgrading to the Enterprise edition for the service management platform.

Pros

Easy to get up and running

Cons

Limited capabilities, but a good starting point

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Law Practice company, 1001-5000 employees)

Very useful tool for managing tickets.

2018-02-12

Pros

It has a vast array of options to customize the software. You can set up work flows that suit your company needs.

Cons

It can be confusing to use, maybe it's the way it's configured but not being able to edit closed tickets is a pain.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Brittney Blair-Lesniewicz

Functional, but cumbersome

2017-11-14

Pros

Also, a significant amount of information can be contained in the tickets, which do support the use of attachments

Cons

The software is chronically unintuitive; there's probably a way to make it do what anyone would want, but it's a bear trying to figure it out.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Mechanical or Industrial Engineering company, 201-500 employees)

ServiceNow Express is a great help desk tool for smaller companies but delivers good features.

2018-06-28

Pros

The software delivers a strong feature set and is easy to use and a good value for the cost.

Cons

Some features that you would think should be available are not and you need to upgrade to the full ServiceNow version which is out of the price range of many smaller companies.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Vivek Kumar

Great product for setting up help desk quickly

2016-12-14

User Interface can be clunky at items and can be improved further

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Antonio Acosta

ServiceNow CIS with experience implementing the solution for differents type of customers.

2018-02-26

Pros

As a cloud based solution you receive a ServiceNow Instance with a lot of out-of-the-box functionalities and benefits that let you consolidates differents process of the ITSM in a single system of record platform.

Cons

You don't have the benefits of the Scripting in ServiceNow Enterprise distribution in order to customize and personalize the ServiceNow Express.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Zsuzsanna Beard

fairly new to this application

2014-10-30

Pros

The vendor seems flexible, the product makes my work life easier.

Cons

I have not encountered any significant problems with the product or the vendor so far.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

8/10

Recommendations to others considering ServiceNow Express

Spend some time exploring all the capabilities of this versatile software.

Source: Software Advice
Helpful?   Yes   No
Read more